Refund policy

Returns and right of withdrawal

Right of withdrawal

Under the Italian Consumer Code (Legislative Decree 206/2005), you have the right to withdraw from your order, without giving any reason, within 14 days of the day on which you or a third party designated by you receive the product. For multiple deliveries, the period runs from receipt of the last item.

How to start a return

To exercise your right of withdrawal:

• log in to your customer account and open the return request directly from the order, or write to gioia.madama@gmail.com stating the order number and the items to return, within 14 days of receiving the goods;
• alternatively, you can send us the withdrawal form at the bottom of this page, again within 14 days of receipt;
• for a free return, open the request within 3 working days of receiving the goods (see "Return costs").

Return authorisation

Once your request is approved, you will receive the return authorisation and shipping label by email. Please do not ship any item before receiving the authorisation: unauthorised returns cannot be accepted.

Return methods

You can return items in two ways:

• By courier: hand the parcel, with the label you received, to the courier's collection point.
• In store: at one of our stores in Scauri, after receiving the return authorisation (see "Returns in store").

Return costs

Your return is completely free if you meet both deadlines:

• return request within 3 working days of receiving the goods;
• parcel handed to the courier within 3 working days of receiving the return label.

After these deadlines the right of withdrawal remains valid until the 14th day after receipt: the only difference is the return shipping cost, equal to the cost of one outbound shipment, which is deducted from the refund amount:

• €6.90 for returns from Italy;
• for returns from abroad, the cost of one outbound shipment to the country of origin (from €8.90 to €23.90).

Returns in store, once authorised, are always free. For faulty goods or shipping errors, you bear no cost.

The risks of transporting the returned goods remain with the customer until the authorised courier takes charge of them.

Exchanges

We do not exchange goods. If you would like a different size or another item, you can use the free return, meeting the deadlines above, and place a new order for the size you want. As an alternative to a refund we can offer you a store voucher: this is your choice, and a refund always remains your right.

Returns in store

For returns in store too, you must first open the return request and wait for authorisation. Once authorised, bring the item to one of our stores in Scauri: Madama Gioia Casual, Via Appia 306, or Madama Gioia Cerimonia, Via Appia 572, Scauri di Minturno (LT). Returns in store are always free. Returns presented without authorisation will be refused.

Inspection and refund

Once we receive your return, the product will be inspected and you will receive a confirmation email. The refund will be issued within 14 days, to the same payment method used for the purchase.

Conditions for accepting a return

To be accepted, returned items must:

• not have been worn, washed or used;
• have the security seal intact and not tampered with, if present;
• keep all internal and external labels and tags;
• be returned in the same condition in which they were received.

Footwear and accessories must be returned in their original box, which is an integral part of the product: it must not be damaged or used as outer packaging. If the box is damaged, a charge may apply.

Faulty goods or shipping errors

For faulty items or shipping errors, follow the normal return procedure and write to us at gioia.madama@gmail.com. Madama Gioia S.r.l. reserves the right to request photographs to support your report. In these cases, return and replacement costs are entirely at our expense.

Returns not accepted

A return may be refused, or the refund reduced proportionately, in the following cases:

• security seal removed or tampered with;
• used or damaged items;
• missing labels;
• returns not authorised in advance;
• shipments made independently without our instructions.

Items excluded from the right of withdrawal

For hygiene reasons, returns of underwear, swimwear and socks are not accepted if they are without their original sealed packaging or if the hygiene seal has been removed.

Also excluded from the right of withdrawal, under Article 59 of the Italian Consumer Code, are items made to measure or altered at the customer's request, for example with tailoring alterations to ceremony garments.

Legal notes

Madama Gioia S.r.l. is not responsible for items sent by the customer in error. These conditions are governed by Italian law and are subject to the Italian Consumer Code and to European legislation on distance selling.

Contact

Madama Gioia S.r.l. · Via Appia 306, 04026 Minturno (LT), Italy · VAT no. IT02860390596
Email: gioia.madama@gmail.com · Phone and WhatsApp: +39 340 145 7589

Withdrawal form

Complete and send this form only if you wish to withdraw from the contract, to gioia.madama@gmail.com:

To: Madama Gioia S.r.l., Via Appia 306, 04026 Minturno (LT), Italy, gioia.madama@gmail.com
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: …
Ordered on / received on: …
Order number: …
Name of consumer(s): …
Address of consumer(s): …
Signature of consumer(s) (only if this form is sent on paper): …
Date: …