Return and Exchanges

The customer may exercise the right of withdrawal within 14 days of receiving the order. To initiate the return procedure, the returns portal must be used at the following link: https://returns.itsrever.com/il-lanificio

Within the portal, the customer will be required to:

• enter the order details;
• select the items to be returned and the relevant reason;
• choose the preferred return and refund method from those available.

Our team will review the request. Once it has been approved, the customer will receive the shipping label and instructions by email, according to the return method selected on the portal. The customer must not ship the parcel independently or provide the shipment tracking number.

Condition of the returned products

Products must be returned in the same condition in which they were received:

• unused;
• with all product tags attached;
• with the original packaging and any accessories.

Final approval of the return is subject to inspection by Il Lanificio, which will verify the condition of the goods. If the goods do not meet the requirements indicated above, the return may be refused.

For returns from countries outside the EU, all taxes and customs duties are the responsibility of the customer.

If you need further information or assistance, please contact our Customer Service via WhatsApp at the following number: +39 3472131261.

Return shipping costs

Return shipping costs are borne by the customer, except where the product received is defective or not as ordered, or where the return is made at one of our stores.

Return costs are as follows:

• €8.95 for returns from Italy;
• €14.95 for returns from abroad;
• CHF 14.95 for returns from Switzerland;
• GBP 14.95 for returns from the United Kingdom.

These amounts will be deducted directly from the refund.

The customer is entitled to return a confirmed defective product free of charge. If the item received is defective or does not conform to the order, the customer must upload a clear image of the defect in the dedicated section of the returns portal and select “Defective or not as ordered” as the reason. Our team will assess the defect and contact the customer if necessary.

In-store returns

The customer may return items free of charge at Il Lanificio stores, with the exception of Mendrisio, San Marino, Roppenheim, Aubonne and Amsterdam, where this service is not available. The procedure must always be initiated through the returns portal at the following link:

https://returns.itsrever.com/il-lanificio

Within the portal, the customer must select the “In-store return” option, enter the requested information and wait for confirmation from our team.

Once the return has been confirmed, the customer may visit the selected store and return the items free of charge. The refund will then be issued according to the method selected by the customer.

Cash refunds cannot be requested in-store for online purchases. If a refund is requested, it will in all cases be issued by our head office to the payment method used for the online purchase.

Refund methods

Once the return has been received at our warehouse, the goods will be inspected within 48–72 business hours.

Following approval of the return, the refund will be issued within 14 days.

The refund may be issued using one of the following methods:

1. Refund to the same payment method used for the purchase, net of return costs
2. Gift Card of the same value, redeemable exclusively online at illanificio.it, valid for 6 months. The Gift Card may also be issued following an in-store return, but it can only be used online.

In all circumstances, the refund will not include any shipping costs, where applicable.

Exchanges

Size, colour or item exchanges are always free of charge and do not involve any deduction for return shipping costs.

To request an exchange, the customer must open an online return request, select the “Exchange” option and indicate the items they wish to receive in replacement of those purchased.

Once the request has been received, a new exchange order containing the items selected by the customer will be created.*

The new order will remain pending until the returned items have been received at our warehouse.

Once the warehouse has received and inspected the returned items, Customer Care will proceed with the final approval of the new exchange order.

Following approval, the requested items will be shipped directly to the customer.

* If the value of the new items is higher than the value of the returned items, the customer will be required to pay the price difference. If, on the other hand, the value of the new items is lower than the amount originally paid, the difference will be refunded and the customer may choose between a refund to the payment method used for the purchase or a Gift Card.

· In-store exchanges are not available

Exchanges cannot be carried out directly in-store. All exchange requests, whether for size, colour or item, must be handled exclusively online by following the procedure described above.

The customer may therefore initiate the exchange request online, selecting “In-store return” as the return delivery method.

Once the request has been received, a new exchange order containing the items selected by the customer will be created. The new order will remain pending until the return has been received.

The customer may then visit the selected store and return the items. Once the store has received and confirmed receipt of the returned items, Customer Care will proceed with the final approval of the new exchange order.

Following approval, the requested exchange items will be shipped directly to the customer.

Return procedure

1. Access the returns portal: https://returns.itsrever.com/il-lanificio
2. Enter the requested information (order, items to be returned, reason).
3. Select the return method from those available.
4. Wait for our team to approve the return.
5. Receive the shipping label by email and follow the instructions to hand the parcel over at the indicated drop-off point. 

Once the parcel arrives at our warehouse and the return has been approved, we will inform you of the outcome and issue the refund according to the method selected, net of return costs where applicable.