MALENA

Delivery

TAXES AND CUSTOMS:

Customs duties, if any, shall be born by the Customer. To learn more, please visit our Terms and Conditions.

PRE-ORDER:

Pre-ordered items are not immediately available to be shipped out to you. We provide you with estimated delivery times on the product page of your chosen item. However, please note these are guidelines and we will keep you updated on the status of your order.

Returns and exchanges

Before returning, please advise us of your intention to receive either a refund or exchange by sending an email to orders@ricagno.com
You will be shortly contacted by one of our staff members to continue with the procedure

RETURNS:

Once your return is received, it will be thoroughly inspected in accordance with our Returns Policy. Once accepted, you will receive an e-mail confirmation of your return and refund.

For all undamaged, correctly returned products the outbound shipping charge will not be refunded.

Please note that refunds may take up to 15 working days to appear in your account depending on your card issuer.

Returns Policy

FAULTY ITEMS

An item is deemed faulty if it has been received by you in an imperfect condition or if there is a subsequent manufacturing fault within a period of 1 month after delivery. We do not consider wear and tear to be a fault; you may refer to our Product Care Guide for further information.

To return a faulty item to us, you should contact us by sending an email to orders@ricagno.com with the following information:

- Your proof of purchase/order number 
- A short description of the fault 
- Supporting images

One of our staff members will be in touch to advise the next steps.

All items that are returned as faulty are thoroughly inspected by our quality control experts to deem whether an item is faulty or whether it is fair wear and tear. We may be able to offer to repair your item but please note that repairs are not guaranteed.

If in the rare event that your item is faulty due to a design error, we may be able to replace your item. Replacements are subject to availability and we ask that you state you would like this option at the time you request a return.

RETURNS PERIOD

You have 30 days from receipt of your order to return the goods back to us. Returns outside this period may not be accepted.

We ask that items purchased online are returned from the same country to which they were delivered. This is to ensure your return is covered by our free returns service and is processed as quickly as possible.

CONDITION OF RETURN

All items need to be returned in an unmarked, unused condition with the original packaging including dust bag(s) and authenticity cards. The branded shoe box is considered as part of the product and should be returned in a protective shipping box.

Due to the delicate nature of our soles, shoes should be tried on a clean dry protected surface (e.g. a carpeted surface) and away from any moisture. Shoes that are returned without a box, in a damaged box, with marked soles or missing components such as the dust bag(s) may not be accepted, and will be sent back to the delivery address used in the original order.

Any items that have been altered or repaired by an external repair service will not be accepted for a refund or exchange.

EXCHANGES

Items should be returned new, unused and with all tags still attached. In addition, shoes should be returned in their original, undamaged shoe box as this is considered part of the product.

Exchanging an item for a more suitable size is free of charge, however, all exchanges are subject to stock availability and adherence to our returns policy. To exchange your item, follow the below steps ensuring you request an exchange and specify which size you require.

Once the original item is received, it will be processed in adherence with our Returns Policy, the exchange order will be shipped and you will receive confirmation of the same.

As we are unable to exchange any item for an alternative colour or style, we suggest that you return your purchase for a refund and place a new order for the preferred item. Please also note that any items purchased can be booked for an exchange of size only once. Any unwanted items received by exchange will need to be returned for a refund. We are unable to process exchanges which are not booked online or after your order has been shipped back.