Exchanges

You can return an item for an exchange if you would like a different colour or size of the same item. If you want a different item, then you'll need to return the unwanted item for a refund and place a new order. All exchanges must be placed within 28 days from the day you have received the order from us.

When you exchange your order, please include the return label with the following details marked on it:

• Your order number
• Which items you’d like exchanged or refunded
• The new size or colour you’d like of the items to be exchanged

If you haven’t indicated on your returns note that you’d like an item exchanged or the new size or colour required, then we’ll automatically issue a refund for the returned item. We'll send you an email to let you know once we've received your return with the details of any refunds and exchanged items. If an item is out of stock we’ll let you know we couldn’t exchange it and issue a refund instead. If an exchange is available, we’ll send you another email once your new item has left our warehouse.

Any exchanged items will be sent to the default delivery address on your account using the same delivery service as your original order. If we’ve refunded you for any items, the funds can take up to 28 working days to appear in your account depending on your bank/card issuer.

Note that the customer is responsible for the return costs when exchanging colour or size. You can send the package through a postal service of your choice. When we have received and registered your returned item/s in their original condition, we will start processing your exchange request. We will pay for the shipment of the new product that is sent to the customer.

Return Policy

Products must be returned within 28 days after the order has been received from us. 
Products must be in original condition and cannot be used. Please try shoes on a clean, carpeted area.
All returns must include the original shoebox in its original condition.

Refunds and Processing

When you return your order, please include the return label with the following details marked on it:
• Your order number
• Which items you’re returning for a refund
• The reason for returning

Unless we delivered the item in error or the item is faulty or damaged upon arrival, the customer is responsible for the return costs. You can then send the package through a postal service of your choice. When we have received and registered your returned item/s in their original condition, we will start processing your refund.

The returned product/products remains your responsibility until it arrives with us. Remember to ask for proof of postage, so if your return goes missing in the mail, you’ll have proof you’ve sent it. We’ll send you an email as soon as we’ve received your return back at our warehouse in its original condition. Once received, we'll apply your refund to your original payment method and this is usually done within 1 working day. We try hard to accept all returns, and returns to us don’t need to be in the original packaging. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. Refunds will appear in your account within 5 working days depending on your bank/card issuer. Unfortunately we cannot refund duties, taxes or shipping charges. Parcels that have been dispatched from our warehouse and that are not being collected from the courier or that the courier is unable to deliver will be added with an fee upon return. The fee is €30 or equivalent in another currency. 

Complaint

We try to ensure that your goods arrive free from defects. However, should you receive faulty items or an incorrect delivery, please make sure you contact our customer service team as soon as possible and no later than 28 days after delivery. We will arrange for a free courier return service in such cases. When a complaint is made an investigation of the product is carried out, in some cases we will send your complaint for further investigation to the supplier. Your views are highly valued, therefore we ask you to contact us to give us your opinions and express your concerns.

Return or exchange an item on your own:

Merchandise must be returned to us within 28 days from the date of delivery – the return can be organized by contacting the customer service at 0039 049 93 19 968. Online Orders can NOT be returned at a Boutique. The Online Boutique does not offer exchange. A reimbursement will be done on the credit card used for the purchase. Items must be returned in perfect condition. Returning shoes of which the soles appear damaged or marked may result in a fee or refusal of the return. You can send the item back to us at the address below using any other trackable method, at your expense. If you no longer have the return/exchange form please CLICK HERE to download form. Please be sure to print out the form, complete all required information and include it with your return items. Once we receive your package, we will promptly process an exchange or issue a refund in accordance with this policy. Please be certain to insure the package.

Our return address is:
Italian Flag Srl Via Malcanton 2 35010
Trebaseleghe (PD) - Italy
ATT: Hide&Jack