I have purchased from Yoox 5 times and I had 1 return. 3 of the 5 were Giuseppe Zanotti shoes which i kept. The other 2 were made in Italy. All were amazing quality. The customer service I experienced recently for my 1 return was stellar. I called and they logged my return of which I received my email confirmation immediately. I sent it back and my money was returned 2 days after my return was accepted. I will say that their contact us feature seems inconsistent. Thus call them instead.