Returns & Refunds

At DellaLo’ Milano, each piece is crafted with care and attention to detail. We invite our customers to review the following information regarding returns, refunds and the legal guarantee of conformity.

1. Exercise of the right of withdrawal

Customers purchasing as consumers have the right to withdraw from an online purchase within 14 calendar days from the date of delivery, without providing any reason, except where an exclusion provided by applicable law applies.

To exercise this right, customers may:

Complete our online withdrawal form.
Submit a return request through their Personal Account.
Send an unequivocal statement of withdrawal to sales@dellalomilano.com.

Customers must send the products back within 14 calendar days from the date on which they communicate their decision to withdraw. The deadline is met if the products are dispatched before the 14-day period expires.

2. Conditions of Returned Products

Customers may inspect and try on products to assess their nature, characteristics and fit, as they would in a physical store. We kindly ask that returned garments be handled with care and, whenever possible, returned:

Clean and in their original condition.
With their original labels and tags.
With their original packaging.
Without alterations.

Customers are responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the products, in accordance with applicable law.

DellaLo’ Milano reserves the right to assess the condition of returned items and any corresponding diminished value.

The absence of original packaging or labels does not, in itself, automatically exclude the statutory right of withdrawal.

Our Company reserves the right to withhold reimbursement until receipt of the items.

3. Return Shipping

For returns made under the right of withdrawal, the direct cost of returning the products is borne by the customer, unless otherwise required by applicable law.

We recommend using a tracked shipping service and retaining proof of shipment.

Products should be returned to:

DellaLo’ S.r.l.
Via Garian, 42
20146 Milan (MI)
Italy

Customers are responsible for arranging the return shipment. Any customs procedures and related charges must be handled in accordance with applicable customs rules and consumer protection legislation.

4. Refunds

Where the statutory right of withdrawal is validly exercised, DellaLo’ Milano will reimburse the payments received, including the original standard delivery costs, within 14 calendar days of being informed of the customer's decision to withdraw.

Additional delivery charges resulting from the customer's choice of a delivery method more expensive than our standard delivery option are not refundable, unless required by law.

DellaLo’ Milano may withhold reimbursement until the returned products have been received or the customer has provided evidence of having sent them back, whichever occurs first.

Refunds will be made using the same payment method employed for the original transaction, unless the customer expressly agrees otherwise and incurs no fees as a result.

Where applicable, any reduction in the value of the returned products resulting from handling beyond what is necessary to inspect them may be taken into account in accordance with the law.

5. Custom-Made and Personalised Products

The statutory right of withdrawal does not apply to products made to the customer's specifications or clearly personalised, where the conditions for the legal exception are met.

This may include garments created according to individual measurements or with specific personalisation requested by the customer.

The fact that a product is manufactured after an order has been placed does not, by itself, necessarily exclude the right of withdrawal.

The applicable withdrawal conditions will be communicated before purchase.

This exception does not affect the customer's rights under the legal guarantee of conformity.

6. Sale and Discounted Products

Products purchased during promotions or at discounted prices remain subject to applicable statutory consumer rights, including the right of withdrawal and the legal guarantee of conformity.

No additional voluntary return or exchange period is offered beyond the rights required by applicable law, unless expressly stated otherwise.

7. Legal Guarantee of Conformity

All products sold by DellaLo’ Milano to consumers are covered by the mandatory legal guarantee of conformity provided under applicable consumer protection legislation.

For consumer purchases within the European Union, this guarantee provides protection for a minimum period of two years from delivery, subject to any more favourable mandatory national provisions.

The legal guarantee covers defects of conformity for which the seller is legally responsible.

It does not automatically cover damage caused by improper use, accidents, failure to follow appropriate care instructions or normal wear and tear.

Where a lack of conformity is established, customers are entitled to the remedies provided by applicable law, including repair or replacement free of charge and, where legally appropriate, a price reduction or termination of the contract with reimbursement.

DellaLo’ Milano will assess each claim in accordance with applicable consumer protection legislation.

The legal guarantee applies independently of the right of withdrawal and also covers products sold at discounted prices and products made to the customer's specifications.

8. Reporting a Defect or Non-Conformity

If a product appears defective or does not correspond to the order, customers are invited to contact us at sales@dellalomilano.com, providing:

Their order number or proof of purchase.
A description of the issue.
Clear photographs showing the reported defect, where reasonably possible.

This information helps our team assess the request efficiently. It does not limit the customer's statutory rights.

Where a lack of conformity is established, the costs of the legally required remedy, including necessary shipping costs, will be borne by DellaLo’ Milano in accordance with applicable law.