Popular questions

In the order confirmation email there is the Tracking Number, a code that allows you to track the package in real time on the courier website.

If you are a registered user, you can follow your order directly from the "My Orders" section.

Sorry, but you cannot currently request changes. If you need to change the size or colour, you can return the products, get your refund and make a new purchase.

Once you reach one of the required thresholds, you can take advantage of the discount voucher by showing your Fidelity Card in-store at the time of payment.

Shipping is usually within 3-7 working days.

The products are shipped by the courier from Monday to Friday during office hours. Dispatches and deliveries are not made on national holidays.

Always choose an address where someone is available to collect the package. If you prefer to receive your order at the office or at a reception, please also indicate the name of the contact person.

The shipping cost is $35 for orders worth less than $180. Shipping is free for all orders worth more than $180.

Remember that for returns shipping is charged to the customer.

See the "Returns and refunds" section for full details.

The courier will leave a note with contact details. You can contact the courier to find out if a further attempt at delivery will be made or if the order will be deposited at a collection point (access point).

Otherwise, after a few days the package will be sent back to our warehouse and you will be refunded.

You can return products to our warehouse by following this procedure with a 'Return by Courier'.

You have 14 days from the order's delivery to return the goods using this fast, easy procedure. The return shipping costs will be at your expense.

• If you are not a registered user, please contact our Customer Services Department.
• If you are a registered user, you can send the return request directly from the My Account area.

The product must be returned in exactly the same condition in which you received it: unworn, unwashed, not modified in any way and with all of its labels and accessories.

Please note that it is not possible to return items in-store.

Just access your profile and enter the "My orders" section, select the order that contains the product you want to return and click on "Request return". You will receive an email with all the instructions for the return, the label to print and apply to the package, the tracking number to track the delivery and the telephone number of DHL.

As an Unregistered user you will need to contact our Customer Service by live chat or email. Once the request has been made you will receive a return authorisation email with a label to print and apply to the package, the tracking number to track the shipment and DHL's phone number.

Be sure to protect the products by choosing a suitably sized carton.

Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs.

1. REQUEST A RETURN

You have 14 days from the order delivery date to initiate the online return request. You will receive an email with all the instructions for the return. Remember that the shipping costs will be at your expense.

2. ORGANIZE THE SHIPMENT

Arrange for the package to be picked up by DHL or take your package to a DHL service point. Find all the details here. Make sure that no more than 14 days have passed since you requested the return.

Please remember to include also your delivery note. Without the delivery note you can use the order confirmation email with the subject: Thank you for your purchase.

The return shipment must be sent from the same country where the order was delivered due to customs regulations.

3. QUALITY CHECK

As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks.

4. REFUND

If the quality check is completed successfully, we will send you an email to confirm your return and refund. After a few days you will be able to check if you have been credited with the refunIf the quality check is completed successfully, we will send you an email to confirm your return and refund.

If the quality check is completed successfully, we will send you an email to confirm your return and refund. After a few days you will be able to check if you have been credited with the refund. Please note that on a purchase equal to or greater than $35 the return fee is fixed at $35. For purchases of less than $35, the fee is equal to 50% of the purchase value.

In case of any defects, you can request a return by specifying the issue encountered, and our Customer Service team will contact you shortly.

After we have received your returned item and have checked the damage, we will forward the refund request.

Kindly be advised that purchases are no longer available through this website.