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I purchased a Valentino bag for a Christmas present. I underwhelmed by the bag and thought it looked better in the pictures. When I went to return the bag they denied the request. It was the 14th day of the the 14 day return policy (I also thought that they could have extended the return time for the holidays). It took my 3 weeks, a threat to contact a lawyer (the bag was not cheap) and countless emails but I finally got the OK to return the bag HOWEVER there was a $80 charge for customs! Terrible Terrible customer
Service. I felt like I was getting scammed.
* italist attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
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If there were negative ratings, they'd definitely deserve one. Back in December 2023, we ordered...
Thank you for taking the time to share your experience.
As stated in our return/refund policy, we pass the cost of returns to our customers, and we always operate our business in accordance with all international and local laws.
For the return, Italy does not have a separate category for returns and categorizes all items entering the country as an import. This is why your returns are charged a courier/duty fee. A courier fee is also known as an administration fee, typically $30 + duties, if applicable.
We offer free express shipping, but we always charge a return shipping, which for the US is $40. An amount which is a subsidized,as international express shipping can cost close to $150 or more.
International returns are quite expensive. In order for us to keep our prices competitive, we pass those costs to our customers. The majority of retailers take the average return costs and build it into their pricing, which we think is unfair since not everyone will return an item.
Returns are becoming quite a problem among ecommerce retailers, and have proven to have a negative impact on the environment. You will see, many retailers are now trying to limit returns by ensuring the right items are ordered to prevent returns, and by implementing return fees.
A member of my team will reach out shortly to assist you further.
-Matthew