Returns & Refunds
You can return items purchased on Sopoteso within 30 days of delivery, for any reason. Here we explain the rules, the procedure to follow, who covers return shipping costs, and when you will receive your refund.
Conditions
The customer has a strict deadline of 30 days from the actual delivery date of the parcel to exercise the right of withdrawal. Returned products must arrive complete with every intact original fabric label, free from odors, stains, or wash residues, never used beyond a preliminary inspection of conformity, and returned in their intact original protective packaging.
How to request a return
- Return request: send an email to [email protected] indicating precisely the order confirmation number and the specific items you wish to return.
- Authorization and instructions: receive the confirmation email containing the unique return merchandise authorization code and the exact address of our logistics center located in Italy.
- Parcel preparation: carefully place the items in the dust bag and original shipping box, seal securely with tape, and write the return code on the outside of the package.
- Refund issuance: following receipt and technical inspection of conformity of the returned item, the refund of the due amount is issued within 3-10 business days via bank transfer to the account details provided by the customer.
Who pays return shipping
If the item is defective, damaged, or different from what was ordered, we cover the costs: we provide a prepaid label or book the courier directly. If it is simply a personal decision, return shipping is at your expense; we will not charge any additional fees.
Refund timing and method
We issue the refund within 3 business days of inspecting the returned package. If you paid cash on delivery, we will ask for your IBAN to transfer the funds; if you paid by bank transfer, the amount goes back to the same account. The actual bank processing time usually takes between 1 and 5 business days.
Overview of scenarios
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Dispatch of the correct item with simultaneous pickup of the incorrect one | None |
| Parcel lost | Reshipment of the package or full refund after checks with the courier | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Full refund of the product price | Return shipping only |
Exchanges
If you want to exchange the product for another size or model, submit a return request and place a new order in our shop; we will refund the original purchase as soon as it arrives back at our workshop. If the exchange is due to an oversight on our part, you will not pay shipping for the new order.
Cancelling an order
You can ask us to cancel your order free of charge until the parcel leaves our facility. Send us a message at [email protected] with your order reference. If the parcel has already shipped, the standard return procedure will apply.
Questions about this policy
You can email us at [email protected] or call +39 071 2537 552 during Mon-Fri 08:45 - 17:30. We will respond within one business day.
- Merchant
- Sopoteso Tessili per la Casa S.r.l.
- Registered address
- Via Sandro Totti, 3, 60131 Ancona AN, Italia
- [email protected]
- Phone
- +39 071 2537 552
- Working hours
- Mon-Fri 08:45 - 17:30
- Registration
- P.IVA IT88860016505