Refund policy
RETURNS, EXCHANGES AND REFUNDS
Last updated: August 31, 2026
Right of Withdrawal
If you purchase online as a consumer, you may request a return within 14 days of delivery of the product.
If a single order contains multiple items that are delivered separately, the 14-day period begins from the delivery of the last item.
You do not need to provide a reason to exercise your right of withdrawal.
To start the return process, you can use the options available in your customer account or contact us at:
info@alessandragallo.it
Return Procedure
Once we receive your request, we will provide you with the necessary instructions to return the product.
The product must be returned without undue delay and in any event within 14 days from the date on which you notified us of your decision to withdraw.
Please do not ship the product independently before receiving our return instructions.
Return Fee
For returns where a refund is requested, a fixed €10 return fee applies and will be deducted from the amount refunded.
This fee represents the direct cost of the return arranged through the return service provided by ALESSANDRAGALLO S.r.l.
The €10 fee does not apply where the return is due to a defective, non-conforming or incorrectly supplied product and the cost of the return must be borne by ALESSANDRAGALLO S.r.l. under applicable law.
Free Exchanges
You may request an exchange for a different size or colour, subject to availability of the requested product.
Exchanges are completely free of charge.
ALESSANDRAGALLO S.r.l. covers both:
- the cost of collecting or returning the product to be exchanged;
- the cost of shipping the replacement product.
The €10 return fee applicable to returns for a refund therefore does not apply to exchanges.
If the requested size or colour is unavailable, you may request a return and refund in accordance with this Policy.
Condition of Returned Products
Products must be returned intact, unwashed and complete with all original labels, accessories and original packaging, where applicable.
You may try on the item only to the extent necessary to establish its nature, characteristics and fit, in the same way as would reasonably be possible in a physical store.
The Customer is responsible for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.
Where there are signs of use beyond the normal fitting of the item, the refund may be reduced to the extent permitted by applicable law.
Sale and Promotional Items
Products purchased on sale, at a discounted price or during a promotion may be returned within the applicable withdrawal period, unless a specific exception provided for by law applies.
The fact that a product was purchased at a discounted price does not, by itself, exclude the statutory right of withdrawal applicable to online purchases.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply in the cases expressly provided for by applicable law.
In particular, where applicable, it may be excluded for goods made to the consumer’s specifications or clearly personalised, as well as in other circumstances provided for by law.
Any exclusion applicable to a specific product will be communicated before the purchase is completed.
Refunds
Once the returned product has been received and inspected, the refund will be made using the same payment method used for the original purchase, unless another method has been expressly agreed.
The refund will be made within the time limits required by applicable law.
Where permitted by law, we may withhold the refund until we have received the product or until the Customer has provided evidence that the product has been returned, whichever occurs first.
Where applicable, the €10 return fee will be deducted from the refund.
Refund of Initial Shipping Charges
Where the right of withdrawal has been validly exercised, the cost of the least expensive standard delivery methodoffered for the order will also be refunded where required by applicable law.
If the Customer selected a delivery method that was more expensive than the least expensive standard delivery option available, the additional cost will not be refunded.
Where only some of the items in an order are returned, any initial delivery charges will be refunded in the cases and to the extent required by applicable law.
Defective or Non-Conforming Products
If you believe you have received a defective, damaged or incorrect product, please contact us at:
info@alessandragallo.it
Please provide your order number and, where possible, photographs and any information that may help us identify and assess the issue.
In such cases, the rights provided under the statutory guarantee of conformity apply and, where required by law, the costs necessary for returning or replacing the product will be borne by ALESSANDRAGALLO S.r.l.
Return Address – European Union
Authorised returns must be sent, in accordance with the instructions provided, to:
ALESSANDRAGALLO S.r.l.
Via Fortunato Costa 59
16038 Santa Margherita Ligure (GE)
Italy
Tel: +39 340 685 9119
Please always follow the instructions received from us before shipping your return.
Returns from Outside the European Union
Returns from countries outside the European Union may require additional customs formalities and documentation.
Once your return request has been approved, we will provide you by email with the relevant instructions and, where necessary, documentation to print and provide to the courier.
The right of withdrawal provided under European Union law applies to consumers in the circumstances provided for by applicable law. Customers residing outside the European Union may also have rights under their local laws and/or under the commercial return conditions offered by ALESSANDRAGALLO S.r.l.
Returns Outside the Applicable Period
Return requests made after the applicable withdrawal period cannot be accepted as an exercise of the statutory right of withdrawal, unless otherwise required by applicable law.
Any additional returns may be authorised by ALESSANDRAGALLO S.r.l. at its discretion, without this constituting a permanent amendment to this Policy.
FAQ
How do I request a return?
You can use the options available in your customer account or email us at info@alessandragallo.it.
How long do I have to request a return?
You have 14 days from delivery. If multiple items from the same order are delivered separately, the period begins from the delivery of the last item.
How much does a return cost?
For a return with a refund, a fixed €10 return fee applies and will be deducted from your refund.
How much does an exchange cost?
Size or colour exchanges are free of charge, subject to availability. ALESSANDRAGALLO S.r.l. covers both the cost of collecting or returning the original product and the cost of shipping the replacement product.
When will I receive my refund?
The refund will be processed within the time limits required by law after receipt of the returned product or evidence that it has been returned, where applicable.
Can sale or promotional items be returned?
Yes. For online purchases, an item does not lose the right of withdrawal simply because it was purchased on sale or as part of a promotion, subject to any specific exceptions provided for by law.
Are the original shipping charges refunded?
Where required by law, the cost of the least expensive standard delivery method offered will be refunded when the right of withdrawal is exercised. Any additional amount paid for a more expensive delivery method will not be refunded.
Who pays the return costs if the product is defective or incorrect?
Where required by applicable law, the relevant costs will be borne by ALESSANDRAGALLO S.r.l.