Returns and Refunds

Cancellation right and returns

Customers have the right to withdraw from the contract, without any fee and without providing reasons within 14 days. The cancellation period expires 14 days after Customers receive the order or, in case of multiple purchase within the same order, 14 days after Customers receive the last item.

Customers willing to withdraw from the contract has to give communication of this to INCONTRI before the end of the cancellation period by means of a clear statement of his decision to withdraw from the contract. This statement can be sent by certified mail to INCONTRI S.r.l., address Corso Sempionde 88 20154 Milano or by e-mail, to the address

Customers must return items to the address which will be communicated by e-mail without undue delay and within 14 days after his statement of cancellation. Terms have been respected if Customers return the goods before the expiring date of the 14-days period.

After INCONTRI has authorized the return, the Customer has to send the goods by express courier. Customers from the European Union can contact any express courier, paying the return costs directly to it. Customers book a pick up at their address and give the parcel to the courier. Customers are asked to notify by e-mail the shipping and to communicate the tracking number of the parcel with the returned goods to the address

In case Customers ship the return from outside the European Union, they must contact an express courier which offers tracked shipping and which allows to pay in advance for duties (DDP – Delivery Duty Paid). INCONTRI recommends to use a safe international express courier such as DHL. Customers book a pick up at their address or deliver the parcel to the nearest courier office, where they pay all shipping costs in advance, requesting DDP service if noticed. Customers are asked to notify by e-mail the shipping and to communicate the tracking number of the parcel with the returned goods to the address

The Customer is responsible for parcel delivery and will not refund any lost or non-traceable parcel.

INCONTRI makes clear that all direct costs for returns (shipping and duties) are charged to the Customer.

In case the Customer does not respect terms and modality to withdraw from the contract given above, INCONTRI has faculty not to accept the returned goods and it will not take charge of any costs connected to it.

Returned goods must be intact and must present all labels (including the ID label which must not be removed), in the original packaging, complete in all parts and accessories and with all billing documents included. INCONTRI only accepts returns from the same Country to which the order was originally delivered.

Customer is responsible for a decrease of the goods price depending on an inappropriate handling to establish their nature, their characteristics and functioning, different from the authorization provided by INCONTRI. In particular, items must not have been used, modified, worn and/or washed.


After the goods have been received, INCONTRI will test their integrity/non-alteration and the correct application of the cancellation right by the Customer. In case of positive response, INCONTRI will refund all payments without undue delay and within 14 days, included shipping costs (except for supplementary costs deriving from the choice by the Customer of a delivery modality different from Standard shipping offered by INCONTRI).

In compliance with art. 56, paragraph 3 of Legislative Decree nr. 206/2005, as modified by Legislative Decree 21/2014, INCONTRI has the faculty to suspend the refund until the reception of the goods or until the Customer demonstrates that he has returned the goods.

Costs will be refunded by the same payment method used by the Customer for the initial transaction, except for different agreements. Please note that refunds to credit cards can take up to 30 working days to show on your account due to varying processing times of credit card providers.

Otherwise, in case goods are proved not to be intact or in case they have been altered, INCONTRI has the faculty not to refund the total amount payed for the purchase.

In such case Customers don't have right to the total refund of the payed prices but to a percent of the payed amount, which will be communicated by e-mail without undue delay to the Customer, after the determination of the decrease of the goods' value according to its condition when returned to INCONTRI.

The Customer can opt for the return of the goods on his account within 14 days after receiving the refund percent proposal by INCONTRI.


Customers can request to exchange the purchased items only with the same items in a different size and/or color.

Customers must contact our Customer Care( for their exchange requests. INCONTRI will accept to exchange goods only if the new product is available. In such a case, the Customer will have to follow the return shipment procedure described in the above 'Returns' paragraph.

Once INCONTRI will have received the product to be exchanged, INCONTRI will send the replacement item to the Customer. Shipping costs for the delivery are paid by INCONTRI. In case the Customer is based outside the European Union, he/she will only pay taxes and duties on the new item.