PRODUCT EXCHANGES AND RETURNS
(Customer addresses outside Italy)
Customers located in Switzerland or other non-EU countries: please see dedicated notes at the bottom of this page.
HOW TO RETURN OR EXCHANGE GOODS AND WHAT ARE THE REQUIREMENTS
In general, the items purchased on www.sweetmommy.eu can be returned or exchanged within 14 days from the receipt of the goods (the postage stamp or courier receipt will be valid to state the shipment date of the return package) and provided that the goods are in mint condition, as further explained below.
The abovementioned rules do not apply to the following categories: made to order dresses, on reservation dresses, tailor made dresses and festivity items. For those categories of products, please see the notes below.
The shipment of the return package is always to be borne by the Customer, that can choose the preferred shipment way (mail or other courier).
The return process is made by three simple steps:
a. submit a return request on the Sweet Mommy online shop and wait for Sweet Mommy’s return authorization
b. print the return label
c. package and ship the return parcel.
Before shipping the return package, the Customer must obtain a Return Merchandise Authorization (RMA) number. The RMA request must be entered on www. sweetmommy.eu. within 14 days from the receipt of the goods by the following simple procedure:
- login to your account and enter "Orders History and details" section.
- select the order, and the item(s) that you intend to return.
- if possible, enter an explanation for the reason why you want to return the item. Those comments are very useful for us to manage your request in the best way, as well as to improve our products and our service. If you are requesting an exchange, please enter in this section which sizes or colours or other items you would like to receive in exchange.
- click on " request a return".
- Now your request will be processed and you will receive shortly a confirmation email, that may also include further instructions.
When you receive the return authorization email, you can find the return label in the Order Details.
Print the label. One part has to be put inside the package, and the other has to be glued or fixed outside the package so that is is clearly visible. In this way, we will be able to process your return and refund as quickly as possible.
SHIPMENT OF THE RETURN PACKAGE.
At this stage, you can prepare and ship the return package.
Any item that is returned must satisfy the following conditions:
- the purchased item must be intact and complete of all the original labels and of every other documentation related to it, and it must be returned in the original packaging (bag).
- The article must be clean and free of any sign of wear or prolonged use. Gift packagings will also have to be returned intact. It has to be avoided to affix labels or adhesive ribbons or signs of writing on the original packaging of the product.
For product exchanges, a part of the shipping cost for the exchange is charged to the Customer (unless otherwise agreed between the Customer and Sweet Mommy). If necessary, the Customer will receive instructions for the payment of the shipping charge.
The return package must be shipped to the following address:
Via Pastore 40
20866 Carnate (MB)
The Customer can choose to ship the package in any way, including by ordinary mail. The delivery, up to receipt to Sweet Mommy’s address, is under the complete responsibility of the Customer.
If all abovementioned conditions are met, Sweet Mommy will refund within 7 days from the receipt of the returned goods, the value of the returned goods (shipping cost excluded).
In case the original order payment was made via Paypal or Credit card, the refund amount will be paid by the same way. For other kinds of order payments, the refund will be sent by bank transfer; in this case, the Customer should provide her/his bank details timely to enable Sweet Mommy to effect the refund.
If the Customer's order was subject to free or discounted shipping costs (as the order total was meeting the minimum amount required for such condition), and subsequently the Client practices the right of recess for a part or all the articles, an amount as contribution to shipping and handling costs originally borne by Sweet Mommy will be deducted from the the refund for the Customer, unless the total price of the articles that the Customer has held back still meets the minimum threshold for free or discounted shipping. When applied, the deduction from the refund will be equal to the shipping cost borne by Sweet Mommy, and in any case not less than EUR 9.95 (for shipments outside Italy).
The refund can be discounted by the value of the packaging bag or gift box if they are not returned intact.
If the return is due to quality defects, or other mistakes for which Sweet Mommy has accepted responsibility, then the shipping cost for the return and (if applicable) for the product exchange is entirely paid by Sweet Mommy.
In case of damage of the goods during the transport, Sweet Mommy will give communication to the Customer (within 5 working days from the reception of the good in its store) to allow him to file a claim against the courier and to get the refund of the value of the good (if assured); in this event, the product will be made available to the Customer, and at the same time the request of recess will be deemed cancelled.
Sweet Mommy doesn't accept any responsibility in any way for damages or theft / dismay of goods returned by non insured shipment.
It is possible to exchange the goods purchased with any other item, subject to availability.
The procedure to return the unwanted items is the same as described above.
For any item exchange, the payment of a contribution to shipping costs is requested.
The contribution will be calculated depending on the size of the package and the destination, and may generally vary between 9.95 and 14.95 EUR. It may be higher in exceptional cases.
The payment of shipping costs is made by purchasing a coupon on the online shop.
RETURN OF MADE TO ORDER AND/OR ON RESERVATION AND/OR TAILOR MADE DRESSES
For those items, returns are generally not possible. Returns will only be accepted in case of defects or shipping errors that are acknowledged by Sweet Mommy. Please check details in the General Terms & Conditions page
RETURN OF FESTIVITY ITEMS
Items of festivities such as carnival and halloween costumes, and other items for Carnival, Halloween, Christmas and Easter can only be returned by a fixed deadline, that is prior to the date of the festivity. For those rules, please check details in the General Terms & Conditions page.
RETURNS OF ORDERS SHIPPED TO NON-EU COUNTRIES
Sweet Mommy advises all customers located in those countries to ship, whenever possible, return packages from Italy in order to avoid delays and additional costs due to customs clearance, and resulting taxes and duties.
Return packages shipped to Italy from non-EU countries are subject to customs clearance.
For orders shipped to non-EU countries and returns shipped from non-EU countries, the following additional conditions apply:
a. as the shipping costs charged to the Customer in the order total may not include customs fees paid by Sweet Mommy, in case of an order return with no exchange of goods for an equivalent amount, Sweet Mommy reserves the right to deduct those costs (up to a maximum of EUR 15) from the Customer refund.
b. all shipping and customs costs for the return package until Sweet Mommy address are to be borne by the Customer. Those costs include all applicable import duties and/or Italian VAT. Sweet Mommy will provide assistance for customs clearance. It is the Customer's responsibility to provide all documents required for customs clearance.