Return and Exchanges

The customer may exercise the right of withdrawal within 14 days from receipt of the order.To start the return procedure, it is necessary to use the returns portal at the following link:
https://illanificio.shipping-portal.com/rp/

Within the portal, you will be asked to:

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

Our team will review the request. Once confirmed, the customer will receive the shipping label and operating instructions by e-mail, based on the return method selected on the portal. The customer must not ship the parcel independently nor communicate the shipment tracking.

Conditions of products to be returned

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

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

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

For returns from the United Kingdom, all taxes and customs fees are charged to the customer.

If you need more information or assistance, please contact our customer service via WhatsApp at the following number: +39 3472131261.

Return shipping costs

Return shipping costs are charged to the customer, except in cases where the product received is defective or non-compliant, or when the return is made at one of our stores.

Return costs are as follows:

• € 7.95 for returns made from Italy;
• € 13.95 for returns made from abroad.

These amounts will be deducted directly from the refund.

The customer has the right to return free of charge a product received with an ascertained defect. If the item received is defective or non-compliant, the customer must upload a clear image of the defect in the dedicated section of the returns portal. Our team will review 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 the service is not available). The procedure must always be started through the returns portal at the following link:
https://illanificio.shipping-portal.com/rp/

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

Once confirmed, the customer may go to the selected store and hand in the items to be returned at no cost. The refund will then be issued according to the method chosen by the customer.

It is not possible to request a cash refund in store for purchases made online. Any refund, if requested, will in all cases be issued by the head office to the original payment method used for the online purchase.

Refund methods

Once the return has been received at our warehouses, the goods will be checked within 48–72 working hours.
After approval of the return, the refund will be processed within 14 working days.

The refund will be made, net of the return costs indicated above (where applicable), using one of the following methods:

1. Re-credit to the same payment method used for the purchase.
2. Voucher of the same amount, to be used exclusively online on illanificio.it, always net of the return costs.

The accounting time for the refund may vary depending on the payment method used. In the case of payment by bank transfer, the customer must provide the bank details on which they wish to receive the refund (account holder’s name, IBAN and bank).

Size exchanges

• Online size exchanges
  Size exchanges are processed by:
• issuing a discount voucher for the repurchase of the item in the new size, color, net of the return costs;
• issuing a voucher for free shipping on the new order.
• In-store size exchanges
  It is possible to exchange size at Il Lanificio stores (excluding Mendrisio, San Marino, Roppenheim, Aubonne and Amsterdam), choosing a different size or a different color of the same item model.

Return procedure

1. Access the returns portal: https://illanificio.shipping-portal.com/rp/
2. Enter the required details (order, items to be returned, reason).
3. Select the return method among those available.
4. Wait for the return approval from our team.
5. Receive the shipping label by e-mail and follow the instructions to hand over the parcel to the courier or at the indicated drop-off point.

When the parcel arrives at our warehouse and the return is approved, we will notify you of the outcome and proceed with the refund according to the selected method, net of any applicable return costs.