Returns Policy

This Returns and Refunds Policy governs the ways in which the customers of the Farway Milano website may exercise the diritto di recesso (right of withdrawal) and forms an integral part of our Terms and Conditions of Service.

Deadlines for returns (Diritto di Recesso, right of withdrawal)

Under the Italian Codice del Consumo (the Italian Consumer Code), we grant you the right to withdraw from the purchase contract. The diritto di recesso (right of withdrawal) applies only to Consumers. Purchases made by parties holding a Partita IVA (an Italian VAT number, for the purposes of their professional or business activity) are therefore excluded.

To offer you a better and more flexible service, we have extended the statutory deadline: you have 31 days from the day on which you, or a third party designated by you, acquire physical possession of the goods to request a return.

How to start a return procedure

To exercise the diritto di recesso (right of withdrawal), you must inform us of your decision by sending an email to customercare@farwaymilano.com. Our customer service will take charge of your request and will reply to you as quickly as possible, giving you all the instructions and the exact address to which the goods should be sent back.

Condition of returned items

For the return to be accepted and the related refund authorised, the items must be returned in exactly the same condition in which they were delivered. Specifically:

• They must not have been used, worn, washed, stained or altered in any way.
• They must still have all the original tags and labels attached.
• The original packaging (brand boxes, protective bags, any accessories included) must also be returned intact and undamaged.

We reserve the right to refuse the return if the goods do not meet the above requirements.

Return shipping costs

The shipping costs for returning the goods (for example for a change of mind, a change of size or of model) are entirely at the customer’s expense.

We strongly advise you to use a trackable shipping service, since Farway Milano accepts no responsibility for returns lost, stolen or damaged in transit from your address to our warehouses.

Faulty or incorrect items

Should you receive an item that is faulty, damaged or different from the one ordered because of an error on our part, the shipping costs for the return of the goods will be entirely at Farway Milano’s expense.

In this case, please contact our customer service promptly at customercare@farwaymilano.com, attaching clear photographic evidence of the fault or of the error. We will provide you with the instructions and the documentation needed to make the return free of charge.

Items excluded from the diritto di recesso (right of withdrawal)

It is not possible to make a return or request a refund for the following categories of product:

• Personalised or made-to-measure garments.
• Underwear or swimwear (for reasons of hygiene and the protection of public health).
• Gift Cards (gift vouchers).

Refund timings and methods

Once we have received the returned item at our warehouses and inspected its condition, we will send you an email to confirm the approval or the refusal of the refund.

If the outcome is positive, the refund will be processed automatically to the original payment method used at the time of purchase within a maximum of 14 days from receipt of the goods. Any delay in the amount appearing on your statement may depend on the technical timings of your bank or of your credit card provider.