Returns & Refunds Footer – Scales and Embers

RETURNS & REFUNDS

OUR GUIDELINES

Please note that every article purchased in the SCALES & EMBER Online Store can be returned. Return costs may vary depending on the destination. Please note that Scales & Ember cannot refund taxes and duties for returns coming from Canada and Puerto Rico. Customers can request a tax and duties refund through their local tax office by providing a copy of the import and export declarations. For returns from Canada, customers must submit claims for returned shipments to CBSA using form B2G. You can return your item within 30 days. Items must be returned new, unused, and with all labels and garment tags still attached. Returns that are damaged, stained, washed, or altered will not be accepted and will be sent back to the customer. If provided, any designer packaging such as authenticity cards, dust bags, and leather tags should be included with your return. Items should be returned in their original packaging to ensure they are adequately protected in transit. All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box, or with marked soles will not be accepted. Briefs, swimming costumes, and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip. Stockings, socks, and tights may only be returned if the package has not been opened. Due to being made-to-order, personalized items cannot be returned. Returns that do not comply with these regulations will not be accepted.

RETURN PROCESS

To return one or more items from your order, please follow the below-mentioned procedure: 1) Visit our returns portal here to initiate a returns authorisation. Enter your order number and email address. 2) Select the items you wish to return and the reason for your return. 3) Select the prepaid delivery label and print both the return label and return form. 4) Make sure all products you wish to return and the return form, product tags, authenticity labels or cards are included in the package, the original box or an equally robust box. Attach the return label to the outside of the parcel. 5) Contact the DHL number that you can find here or take the package to the nearest DHL point you find here. We recommend that you keep an eye on the tracking that you find on the return label, so that you can monitor the shipment of your package. Any issues caused by the use of a courier or a return label other than ours are not attributable to Versace. Your return may take up to 14 business days to be handled by our warehouse. After that you will receive a confirmation email. The refund will be processed to the credit/debit card or account originally used for payment. Refunds may take up to 10 working days to appear on your bank statement, depending on your bank. Please note that if you have received a gift and would like to return it for a refund, the person who originally purchased the gift will receive the refund. We apologise for any inconvenience this may cause. Currently, it is not possible to return the items to a Scales & Ember Store. Please note return costs may vary, depending on the destination. We invite you to consult the below.

DESTINATION	COST
Global	$ 12

EXCHANGE SERVICE

At present, we do not offer an exchange service. Please return the items back to us and place a new order for the correct item online. Please note, that items purchased from a retail store cannot be exchanged at the Scales & Ember Online Store, and vice versa.

RECLAMATION

Goods are classified as faulty if they have been received damaged, or where a manufacturing fault occurs within 24 months of purchase. In this case we kindly ask you to send the article back to us. For a simple return, please use the pre-printed return form and return label included in your parcel. If you cannot find the return label, please contact our Client Service. We cannot accept items that have been worn and used beyond being tried on.