Returns and refunds
We try to show the colour of products as accurately as possible. However, different computer screens can show colours in different ways and we cannot guarantee that your screen is showing you the colour perfectly.
All pieces are certified for their superior quality and undergo meticulous quality controls when shipped.
If you receive an item that is not in perfect condition, please contact us immediately.
We ask that you send us all the items to be returned in the same shipment to ensure that your return is processed as soon as possible.
The items must be returned in their original packaging so that they are adequately protected during transit. Shoe boxes must also be adequately protected as they are considered part of the entire product and your return will not be accepted if the boxes are damaged.
2. How to process a return
If you are making an order from the European Union where the Distance Selling Regulations (DSRs) of 2000 are in force, you have the right to cancel your order. Alternatively, you can return or exchange products by using our free returns service.
Return items using our free services
As an alternative to exercising your rights provided under the DSRs, you may prefer to use our free return services.
If for any reason you are not satisfied with your purchase, make sure to request the Return Authorisation Number within 14 days of delivery of your order and return the items within 14 days from receiving the Return Authorisation Number.
To request the Return Authorisation Number, sign in to your account and go to the "Orders" section. Identify the order that contains the product or products that you would like to return and click on "Return Product".If you have made an order but are not registered yet, you can request a Return Authorisation Number (RAN) by clicking here.
In the Return Authorisation Request section, enter the information requested and select the item or items that you would like to return and select the reason that you want to sent them back. If an item is faulty, please provide us with additional details.
Then click on "Send the Return Authorisation Request".
Refunds can only be made to your credit card or via bank transfer.
To request a refund in the instance that you have selected to pay cash on delivery, you must have a bank account:
with this payment method, refunds are only issued via bank transfer to your account.
Click on the box to accept our returns policy. You will receive an email with your Returns Authorisation Number, which is only valid for the next 14 days, during which you can return the item or items that you no longer want.
To process your return, contact our courier and make an appointment for the return to be picked up.
You can choose to use another courier that you trust, but we will not be able to reimburse you for the return shipment costs.
Click here to find the closest UPS location to you and to arrange a time for the package to be picked up or book the pick-up online with Bartolini.
Attach the pre-printed label (sent with your original order) and put it in the return package.
If you can't find the pre-printed label, you can ask the courier to bring one when they pick it up. Fill it in with the following information:
- The Level Group Srl
- Coccinelle Online Store
- Via Libertà, 215
- 28043 Bellinzago Novarese (Novara)
- Recipient's UPS code: F2A358
- Payment terms: "Bill recipient"
- Service: “Standard”
A notification will be sent to you via email when your return has been received and processed.
If you want to track your return, all you have to do is log in at any time, go to the Orders section in "My Account" and enter the aforementioned Return Authorisation Number.
If you are sending the package from a country not within the European Union, please fill in 5 copies of the Returns Proforma Invoice. These documents are needed to clear customs and must be given to the UPS courier. The Returns Proforma Invoice was included in the package you were sent. You can download another copy here.
If you are sending the package from Russia or the USA, please fill in 5 copies of the Returns Proforma Invoice with the relative descriptions and value of each item. These documents are needed to clear customs and must be given to the courier.
Cancelling your order using the means provided by the Distance Selling Regulations
If you are making an order from the European Union where the Distance Selling Regulations (DSRs) of 2000 are in force, you have the right to cancel your order by sending us written notification within seven working days from the date of delivery.
You must send written notification to Customer Care in which you specify your wish to cancel the contract for the entire order within seven working days after receiving your items. Please contact us by visiting our Customer Service area or write to us at:
- The Level Group s.r.l.
- Order Cancellation
- Piazza Arcole, 4
- 20143, Milan
When our Customer Care team receives your notification communicating your wish to cancel the contract, they will send you an email with the Return Authorisation Number. Please include this number on the Returns Proforma Invoice that you will get with your order and fill it in with the requested details. Send us the Returns Proforma Invoice with your return so we can process it straight away. If you lose your Returns Proforma Invoice, you can download it from the link that you will find in the email authorising the return, which you will have received from our Customer Care team, or you can download it here.
We recommend that you insure the return shipment as you are responsible for any damage until we receive it at our warehouse. We also recommend using a secure, trackable shipping method for the return and that you keep proof of shipping, in case you need to make any claims.
Please note that you will have to cover return shipping costs as our free services cannot be used for orders cancelled using the means provided by the Distance Selling Regulations.
All items must be unused, in their original condition and sent from the country to which they were shipped. We will refund the entire order, including shipping costs, within 30 days of receiving notification of your wish to cancel the contract. If we do not receive the cancelled order, we will see to it that it is levied at your expense.
Please note that you can exercise your right to cancel the order provided by the DSRs only if you send us formal written notification of your desire to cancel within seven working days from receiving the order, as described above.
Additional returns information
Currently we are unable to exchange goods.
You must send the return from the same country that you made the order. We cannot accept returns from different countries.
Returns that do not comply with the conditions described above or which have incomplete or missing customs documents will be refused and returned to sender.
Your return package will be processed within a maximum of 7 working days after it is delivered to our warehouse.
3. Getting a refund
After our warehouse has received your return and verified that all the conditions are met to accept it, you will receive a refund within 30 days.
The refund you will receive will include the cost of the returned products and the return shipping costs (Standard service). For our returns service, a flat-rate sum will be deducted, equal to the initial shipping costs (if you received free shipping, your return will be free too). If you prefer, you can also choose a courier other than UPS. In that case, the return costs and any theft or loss will be borne directly by you.
Your refund will be credited to the credit card used for the purchase or to the bank account provided, in the instance that you have used cash on delivery as your payment method.
If your order was sent to a destination within the European Union, all taxes (VAT) will be refunded. Outside of the European Union, customs duties and taxes cannot be refunded. In any case, you can recover these costs by contacting your local customs office directly. As this may not be available in all countries, we recommend using a customs broker if you want to get a refund on the custom duties for the returned goods.
The refund time depends on the payment method used:
A. Purchased by credit or debit card: the time required to see the refund depends on the company that issued the card. We can say that the value date of the credit will, in any case, be the same as the charge, therefore you will not be subjected to any bank interest losses.
B. Purchased with cash on delivery: the refund will appear in the current account you have provided, therefore the refund time depends on the accuracy of the data provided. Our bank usually processes refunds within 5 working days from when we request them and the refunded amount will be visible on your account statement within a few days. You can check the refund from your online account or by contacting your bank.