Refund policy
TERMS AND CONDITIONS OF RETURN
Customers may return their orders, in whole or in part, within 14 days from the delivery date. Items can be returned either for a size exchange or for a refund. Please note that sale items cannot be returned.
Items must be returned in their original condition, with all tags attached and in the same box sent by Word Srl.
IMPORTANT: Returned items must not have been worn, washed, or altered. The garments must be returned in the same condition in which they were shipped to the customer and must be adequately packaged, including all original accessories (dust bags, hangers, garment covers, etc.) received with the order.
Word Srl reserves the right to:
- Refuse the return and send the merchandise back to the customer at their expense.
- Reject unauthorized or non-compliant returns and send the merchandise back to the customer at their expense.
- Assess additional charges that may be necessary to ensure the resale of the returned items: such amounts will be determined after evaluating the condition of the returns and communicated to the customer.
The security tag must still be intact and attached to the returned items.
RETURN INSTRUCTIONS
If a customer wishes to return an item, they must send an email to info@blacksandclothing.com requesting a Return Authorization Number (RAN).
The request must include the following information:
- Order number
- Item code
- Reason for the return
Our Customer Service will provide the necessary documents to proceed with the return.
Authorized returns by Word Srl must be shipped from the same country where the package was delivered.
Word Srl reserves the right to refuse returns that have not been properly authorized or sent in compliance with its return policy. In such cases, Word Srl may return the package to the sender at the original shipping address.
If Word Srl decides to accept an unauthorized return, a 10% deduction from the item's value may be applied to the refund.
RETURN SHIPPING COSTS
We provide two methods for returning your items. You can choose your preferred option when submitting your return or exchange request.
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Automatic Method: Once the exchange request is sent to info@blacksandclothing.com, we will arrange the pickup of your package at your preferred location. You must pack the items in their original box (or a sturdy cardboard box), attach the shipping label (which we will provide), and wait for the courier. The courier will contact you to confirm the pickup time.
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Custom Method: After opening the return or exchange request, you will be responsible for sending the items back, choosing your preferred courier and shipping service – we recommend using a traceable shipping service. Below is our return shipping address:
WORD SRL
Via Enrico Mattei 1
35020, Masera di Padova, PD
Italy.
Phone: +39 049-6951425
Returns are not free; if you choose your shipping method, you are responsible for the shipping costs. If you choose our automatic method, the return shipping costs will be deducted from your refund.
When returning items from countries outside the EU, import duties may apply. These charges are applied once the package reaches the destination country and must be borne by the customer.
Please note that we will deduct any import duties related to your return from the refund. For exchanges, we will request payment before sending the new size.
We typically process refunds within 6 to 12 business days from the receipt of the returned items, and you will receive an update via email once we process your return. Refunds are issued using the same payment method used for your order.
PayPal refunds will appear immediately on your account. Credit card refunds may take up to 10 business days to appear due to varying processing times between payment providers.
Please note that shipping costs are non-refundable. This applies to both the original shipping fees and the return shipping costs (if you choose our automatic method).
If you reside outside the EU, you may incur import duties when returning your item for a size exchange. Customers must bear any import duties, and we will send you a payment request for these fees. Once payment is provided, we will process your exchange.
We allow the return of exchanged items, following the same procedure as standard returns. You have 14 days from the receipt of your new order to return or exchange your items for a different size of the same product. In the case of a return, we will deduct the original shipping fees, if any, as well as the return shipping costs if you choose our automatic method.
REFUND POLICY
A refund for the returned item can only be issued after the package reaches Word Srl's warehouse for quality control.
For orders paid with a credit card, the amount should be available within 5 business days and will appear on your card statement. The processing time may vary depending on the payment method used.
Refunds for orders paid via PayPal or bank transfer will be refunded to the same account used by the customer.
Refunds are issued in the same currency used by the customer for the order. Any difference in the refunded amount may be due to currency exchange rate fluctuations and will not be reimbursed.