Returns and Refunds

To return your order, click here.
You will be asked for your order details before proceeding with the return.

Return Terms and Conditions

In accordance with Italian law and Legislative Decree No. 21 of 21/02/2014, customers have the option to return one or more items by submitting a return request within 14 days from the date of receipt of the order. After the request is approved, the return must be shipped to Eraldo within 14 days from the authorization date.

Please note that international returns are initially received at our logistics hub in the Netherlands for a preliminary inspection and sorting process before being forwarded to our main warehouse in Italy. For this reason, the courier tracking may show the return as “delivered” even though the parcel has not yet arrived at our Italian facility and has not yet been processed by our team.

Refunds will be issued only after the return has been received at our warehouse in Italy and the returned items have successfully passed the quality inspection.

Return Conditions

Before proceeding with a return, please ensure compliance with the following conditions:

  • Items must be returned in perfect condition, with tags, security seals, and original packaging intact (including boxes, dust bags, pouches, and any accessories received with the order).
  • The shipping label must be applied only to the external packaging used for shipping and not directly onto the product's original packaging (e.g., shoe boxes).
  • Products must not have been worn, washed, or altered.
  • Footwear must be returned without signs of wear and in its original box.
  • For hygiene reasons, socks, underwear, and swimwear must be tried on over personal garments. Returns of used or soiled products will not be accepted.
  • The return must be made only from the country and address where the order was delivered.
  • Items purchased online cannot be returned in-store.

Non-Returnable Items

In accordance with Article 59 of the Consumer Code, the following items cannot be returned:

  • Electronic devices, IT products, cosmetics, and perfumes if opened and unsealed.
  • Products that, due to their nature, cannot be reshipped or may deteriorate quickly.
  • Personalized or custom-made items (e.g., gift-wrapped items requested at the time of order).

Eraldo reserves the right to refuse unauthorized returns or returns that do not meet the conditions listed above. In such cases, the order will be sent back to the sender, with shipping costs at their expense.

Return Shipping Fees

To ensure efficient service, Eraldo applies a small contribution for return management. Below are the shipping fees:

Market

Standard

Express

Italy

NA

Free

United States

NA

$18

United Kingdom

£7

£13

Hong Kong/Macau

NA

HKD 210

Germany

€9

€14

ROEU

€4

€11

Japan

NA

YEN 4400

Korea (South)

NA

KRW 42560

ROW

NA

€28

 

Return Procedure

Returns can only be processed online. It is not possible to return an item purchased online directly in-store.

To initiate a return, the customer must fill out the dedicated Return Form available in the "Return Your Order" section on the website or in their personal account. To access the return portal, customers will need to enter their order number including the # symbol and the email address used to place the order.

After submitting the request, an authorization email will be sent with instructions and the necessary documents for shipping. Any customs duties will be borne by the customer and deducted from the refund.

Refund Policy

Once the return is received, Eraldo will verify that all conditions have been met. If the return is approved, the refund will be processed using the same payment method as the original purchase.

  • The refund will cover only the cost of the returned products; shipping costs will not be refunded.
  • Refunds are generally processed within a few days, but processing times may vary depending on the payment method and banking institution.
  • The refunded amount will be credited in the same currency as the original purchase. Exchange rate differences will not be refunded.

Return Monitoring

Eraldo monitors the frequency of returns. If a customer makes repeated returns, their account may be temporarily suspended for verification. The Customer Service team will contact the customer via email to resolve any issues and reactivate the account.

Exchanges

Eraldo offers an exchange service. To request it, you need to send an email to help@eraldo.com with your order details and the desired new size.