RETURN
If the Doppelgänger purchased product does not meet expectations, the customer will have the right to withdraw from the contract, without penalty, within 60 days from the date of delivery of the order for free.
During the return procedure, you will have the possibility to select the return method. You can choose between free home collection or delivery of the parcel to a pick-up point (you can see the ones closest to you HERE).
It will be possible to initiate the return process for one or more products from the same order.
The returned items must be returned in the same origanal conditions, that is in perfect conditions, complete with all their elements: no labels linked to the product must be removed, the products must not be used and they must be provided with the original packaging and any attached manuals.
The size change is not carried out directly and at the same time as the return, once the refund of the returned order has been received, simply place a new order by selecting the desired size.
The shoes must be returned inside the original boxes. The return can be refused if the box is damaged.
Once the return has been opened, we will send a confirmation e-mail. Subsequently, you will receive an additional email from the courier containing the details of the collection.
Our warehouse will collect the returned products, reserving the right to verify their integrity
Subsequently, we will credit you the total amount spent for the returned product/ products. This refund will be made by crediting the amount paid through the same method you selected during the return entry.
If during the order creation phase you preferred not to create an account and followed the Guest order procedure, you can request the return of the order by clicking on: Return for guest
The order number to initiate the return is visible in the order confirmation email.
At this point, just fill in the form with the order references and, open the order details by clicking on the words "Open order details" at the top, in bold.
Once you have opened the order details, at the bottom of the page, you will see the "ORDER RETURN" button, by clicking on it, you can select the item to be returned, specifying the reason for the return.
If you have an account and you want to proceed with the return, you can do it within your user panel by accessing the "My orders" area.
Just click "Open order details" at the top, in bold, for the order you want to return, then click on the "ORDER RETURN" button.
At this point, you can select the item to return, specifying the reason for the return.
Once the return has been opened, we will send you a confirmation e-mail.
If you have chosen to deliver the parcel at a pick-up point, you will receive the necessary instructions
If you chose home pick- up instead, in the 24/48 working hours following the opening of the return, the courier will automatically process the collection of your package. We will send you an email containing all the details and indications relating to the collection.
Simply place the items in the same box with which the order was delivered and close the package, following the instructions sent by the courier by email.
As soon as the return is returned to our warehouses, we will automatically refund via the same method you selected during the return entry.
The shipping costs incurred during the purchase are borne by the customer and are not refunded. The refund will be issued for the amount of the returned goods.
Like any other order made online, returns for orders placed through the Click&Collect service must be managed directly online.
If you have created your order as a Guest or if you have done so by logging into your account, you will find the procedure in the previous questions, on this page.
For orders placed with Click&Collect, you cannot:
- Return to the Boutique;
- Try the products purchased in Boutique;
- Make changes in the Boutique - you will need to start the return procedure and create a new online order or make a new purchase from the store