Refund policy
In accordance with consumer protection legislation, the user may exercise the right to return purchased products without incurring any penalties and without the need to provide any reasons, by informing us within fourteen (14) days from the date you received them at info@eral55.com.
The right of return can be exercised by contacting our Customer Service at the email address: info@eral55.com. Please include the order number, article(s) code(s), and reason for the return in your request.
To exercise your right of return, you can fill out this form and send it to: info@eral55.com
Or contact: Eral55 Tel. 02 6598829 at Piazza XVV Aprile 14, CAP 20124, Milan, Italy
If the delivered goods do not meet your expectations, you will have the option to return them at your expense. If you need to exchange/modify the item, the return will be at your own expense. The merchandise must be returned with the original box using our DHL courier, and the item must retain its conditions and the delivery tag.
We will proceed to refund the credit card used for payment or your PayPal account (the refund will be made within 30 days or in line with credit card regulations).
The product must be in the same condition as received, properly packaged in its original box. Original item tags must not be removed. The item must not have been washed or damaged in any way.
Returned items must not have been worn, washed, or altered in any way. Footwear soles must be in perfect condition and show no signs of use.
Return items must be shipped to us within fourteen (14) days from the date you informed us of your decision to withdraw from the contract. In accordance with consumer protection legislation, the right of return is excluded if the user has purchased:
- Customized orders (returns for such items will only be accepted for modifications. Once the item is adjusted, we will make sure to resend it)
- Personalized products
Regarding the above cases where the right of cancellation is excluded. In case of defective or incorrect merchandise due to an error made by ERAL 55, customers are requested to follow the instructions above. Customers are asked to provide photographic evidence proving the defect or error. In these cases, shipping costs and any customs duties are borne by ERAL 55.
Return shipping costs are the responsibility of the customer.
Any customs duties are always the responsibility of the customer.
Eral 55 recommends that all returns be shipped via DHL using the codes provided by our customer service. If you wish to use another courier other than DHL, you will be responsible for all transportation costs, and there will be an additional cost of 10% of the total value of the returned goods.
Returns authorized by ERAL 55 must be shipped from the same country where the order was originally shipped.
If customers wish to return the merchandise, they are requested to send an email to info@eral55.com and request their return authorization number (RAN). The written request must include the order number, the code(s) of the item(s) to be returned, and the reason for the return: refund or size/color exchange.
After submitting this request to Customer Service, the customer will receive an email with the return authorization number (RAN) and instructions to follow for the return. Customers are asked to write their RAN on the return tag attached to each item and on the copy of the invoice to be included in the package. Customers are requested to faithfully follow the instructions provided to them.
Authorized returns must be shipped with the courier indicated by ERAL 55 in the email containing the return instructions. ERAL 55 reserves the right not to accept returns if the customer uses a different courier than the one indicated and if the delivery incurs additional costs for ERAL 55 or requires pickup at a courier branch.
ERAL 55 reserves the right to refuse returns that have not been authorized or sent in accordance with the return policy. In these cases, ERAL 55 may return the package to the sender at the original shipping address. In the case of unauthorized or non-compliant returns, ERAL 55 may withhold 10% of the value of the returned merchandise from the due refund.