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Shipping & Returns
Average order packing times usually take 15 working days but in this period the packing times could reach a minimum of 21 working days.
If you need a specific delivery date, request it from Customer Service before processing the online order: we will confirm or not the possibility and then provide instructions on how to specify it to the Lab.
For any information concerning the status of your order and shipments, please contact Customer Service: [email protected]
Otra vez ships to 97 countries.
To ensure you an easy and pleasant shopping experience, for some countries, we have already included customs fees at the final price without any charge on the price. No unexpected extra costs on delivery, just the pleasure and convenience of receiving everything at your home!
We inform you that during the sales period, deliveries may be delayed due to delivery delays.
IMPORTANT: Sales and Shipping Services in Switzerland has been temporarily suspended.
SHIPPING METHODS AND COSTS
To offer you the best service and ensure fast shipments all over the world we have chosen TNT and BARTOLINI for Italian shipments and DHL for international shipments. Shipping costs vary according to the type of shipment and destination (please see the table below).
Your shipping costs will be automatically calculated at checkout.
Expected shipping times are to be considered as a guide only and from the date of shipment we are not responsible for any delays caused by credit card authorization processes.
The deliveries of orders in Italy have an average of 3-4 working days with a maximum of 8 working days from the day following the order.
International order deliveries have an average of 9 working days with a maximum of 10 working days from the day following the order.
COSTS FOR EXTRA UE COUNTRIES
The movement of goods between the extra UE countries and the UE is considered trade with a third country and therefore subject to customs operations.
So for all non-UE Countries, Otra vez will assume the cost of export customs operations, equal to € 21.00 – while any charges calculated by the destination customs, not foreseeable by us, are charged to of the recipient and are collected directly by the local Partners (shippers / couriers) during delivery and depend on the laws in force on the spot.
COSTUM COSTS INFORMATIONS FOR RETURNS
In the same way for returns , The company will pay only for the fixed import custom rate and no other expense will be on our side.The company will not have responability for deilvery times , for long custom clearence times, for wrong compliations of forms requested by different countries for the packages that has to be returned to Italy. That can occur in extra costs requested by the country becuase of wrong compliations of the forms. So we will hold from the return every costs the company will have extra from import custom fixed rate .
FREE SHIPPING
ITALY > purchases over € 300,00
ZONE 1 – 2 – 3 – 4 – 5 – 6 > purchases over € 500,00
ZONE 7 – 8 – 9 – 10 > purchases over € 800,00
Di seguito sono elencati i costi di spedizione e le tempistiche.
| LUOGHI | PREZZO | TEMPO |
|---|---|---|
| ITALIA | € 8,00 | 4-8 working days |
| ZONE 1 | € 15,00 | 9 working days |
| ZONE 2 | € 15,00 | 9 working days |
| ZONE 3 | € 15,00 | 9 working days |
| ZONE 4 | € 15,00 | 9 working days |
| ZONE 5 | € 28,00 | 9 working days |
| ZONE 6 | € 28,00 | 9 working days |
| ZONE 7 | € 45,00 | 9 working days |
| ZONE 8 | € 45,00 | 9 working days |
| ZONE 9 | € 56,00 | 9 working days |
| ZONE 10 | € 78,00 | 9 working days |
| ZONE 1 | ZONE 2 | ZONE 3 | ZONE 4 |
|---|---|---|---|
| AUSTRIA | REGNO UNITO | CROAZIA | BULGARIA |
| BELGIO | SPAGNA | DANIMARCA | CIPRO |
| FRANCIA | FINLANDIA | ESTONIA | |
| GERMANIA | GRECIA | LETTONIA | |
| LUSSEMBURGO | IRLANDA | LITUANIA | |
| OLANDA | PORTOGALLO | MALTA | |
| PRINCIPATO DI MONACO | SVEZIA | POLONIA | |
| REP. CECA | |||
| ROMANIA | |||
| SLOVACCHIA | |||
| SLOVENIA | |||
| UNGHERIA |
| ZONE 5 | ZONE 6 | ZONE 7 | ZONE 8 |
|---|---|---|---|
| ALBANIA | CANADA | BRUNEI | AMERICAN SAMOA |
| ANDORRA | STATI UNITI | CINA | ANGUILLA |
| BIELORUSSIA | COREA DEL SUD | ANTIGUA | |
| KOSOVO | EGITTO | ARABIA SAUDITA | |
| JERSEY | EMIRATI ARABI | ARGENTINA | |
| ISOLE CANARIE | FILIPPINE | ARUBA | |
| ISLANDA | GIAPPONE | AUSTRALIA | |
| LIECHTENSTEIN | GROENLANDIA | BAHAMAS | |
| MACEDONIA | HONG KONG | BANGLADESH | |
| MOLDAVIA | INDIA | BARBADOS | |
| MONTENEGRO | INDONESIA | BELIZE | |
| NORVEGIA | KUWAIT | BERMUDA | |
| SERBIA | MALESIA | BOLIVIA | |
| SVIZZERA | MESSICO | BONAIRE | |
| TURCHIA | RUSSIA | BRASILE | |
| UCRAINA | SINGAPORE | CILE | |
| SRI LANKA | COSTA RICA | ||
| THAILANDIA | CURACAO | ||
| DOMINICA | |||
| ECUADOR | |||
| EL SALVADOR | |||
| FIGI | |||
| GIAMAICA | |||
| GRENADA | |||
| GUADALUPA | |||
| GUAM | |||
| GUATEMALA | |||
| GUYANA | |||
| HAITI | |||
| HONDURAS | |||
| ISOLE CAYMAN |
| ZONE 8 | ZONE 9 | ZONE 10 | ZONE 10 |
| ISOLE VERGINI | AFGHANISTAN | ALGERIA | KIRIBATI |
| MACAO | BHUTAN | ANFOLA | LESOTHO |
| MALDIVE | CAMBOGIA | ARMENIA | LIBERIA |
| MARTINICA | GIORDANIA | AZERBAIJAN | LIBIA |
| MICRONESIA | IRAQ | BENIN | MADAGASKAR |
| MONTSERRAT | ISOLE MARIANNE | BOTSWANA | MALAWI |
| NEVIS | ISRAELE | BURKINA FASO | LAMI |
| NUOVA CALEDONIA | LAOS | BURUNDI | MAROCCO |
| NUOVA ZELANDA | LIBANO | CAMERUN | MAURITANIA |
| OMAN | NEPAL | CAPO VERDE | MAURITIUS |
| PAKISTAN | NICARAGUA | CIAD | MONGOLIA |
| PALAU | PAPUA N. G. | COMORE | MOZAMBICO |
| PANAMA | SIRIA | COREA DEL NORD | NAMIBIA |
| PARAGUAY | TIMOR EST | COSTA D’AVORIO | NIGER |
| PERU’ | TURKS E CAICOS | CUBA | NIGERIA |
| POLINESIA FRANCESE | VIETNAM | ERITREA | REP DEL CONGO |
| PORTORICO | YEMEN | ETIOPIA | RUANDA |
| QATAR | GABON | SENEGAL | |
| REP. DOMINICANA | GAMBIA | SEYCHELLES | |
| SAMOA | GEORGIA | SIERRA LEONE | |
| SANTA LUCIA | GHANA | SUD SUDAN | |
| SUDAFRICA | GIBUTI | SUDAN | |
| SURINAME | GUINEA | TANZANIA | |
| TAIWAN | IRAN | UGANDA | |
| TRINIDAD/TOBAGO | ISOLE COOK | UZBEKISTAN | |
| URUGUAY | ISOLE FALKLAND | ZAMBIA | |
| VENEZUELA | ISOLE MARSHALL | ZIMBABWE | |
| ISOLE SALOMONE | |||
| KAZAKISTAN | |||
| KENYA | |||
| KIRGHIZISTAN |
PAYMENTS
Payment management is entrusted to Pay Pal and Banca Monte dei Paschi di Siena.
You can pay with any credit card.
To find out more about Pay Pal clicca qui.
You can pay with your Pay Pal account, by credit card (with verification code activated) or your prepaid / rechargeable card, or by bank transfer.
Among the accepted payment methods there is also the mark, therefore in cash to the courier.
The credit cards accepted by Pay Pal are:
RETURN POLICY
Otra vez’s purpose is to ensure your complete satisfaction.
If for some reason you are not satisfied with your order you can exercise your right of withdrawal within 14 working days from the day you received the products purchased on www.otravezcollection.com
The return shipping costs are charged to the customer, and the full amount of the products purchased will be refunded except for the shipping cost which will in any case be charged to the customer.
If a garment was purchased with free shipping, the shipping amount will not be refunded or deducted from the refund amount.
SHIPPING AND RETURNS
Returns / cancellation of orders with PayPal payment method:
If you buy with Paypal and wish to return your order, you will not have any withholding. If you cancel your order after confirmation (because you made a mistake / changed your mind, or if you mistakenly confirm the same several times) or before the shipping, thus making a multiple payment, the return can be processed by our Administration which nevertheless makes use of the right to withhold 3.5% of the total, equal to the commissions for Paypal.
Returns / cancellation of orders with the Scalapay payment method:
If you buy with Scalapay and you wish to return or cancel your order, the return can be processed by our Administration which, however, avails itself of the right to withhold 5% of the total, equal to the commissions destined for Scalapay. For the return processes via Scalapay, the IBAN will be required as the refund will be issued by bank transfer. Item changes or shopping vouchers can always be created and have no commission deduction.
If a garment was purchased with free shipping, the amount of the shipment will not be refunded or deducted from the refund amount.
The products to be returned must be delivered to the courier within fourteen (14) working days from the date of their receipt.
The products can be returned by sending the package via the courier indicated by the Seller (GLS), or by another courier, only after having contacted us in the “contact us” area and having received our reply.
Conditions for exercising the right of withdrawal.
The right of withdrawal is exercised correctly if the following conditions are fully met:
The Otra vez customer service must be contacted via the “contact us” area or by email [email protected] in the most appropriate timing, considering that the return must be delivered to the courier within 14 working days from receipt of the order. Furthermore:
– the products must not have been used, worn, washed or damaged;
– the identification tag must still be attached to the products;
– the Exchange / Return Form must be duly completed and inserted inside the package;
– the products must be returned in their original packaging, which must reach the Seller intact. Therefore, the return shipment must take place according to suitable procedures and with suitable means to protect the products and the Otravez box. If this is not the case, the Seller announces that the cost of the packaging equal to € 8 will be deducted from the refund;
– the returned products must be sent to the Seller in a single shipment. The Seller, in fact, reserves the right not to accept items from the same order, returned and shipped at different times;
– the returned products must be delivered to the courier within fourteen (14) working days from the date you received the products.
The possibility of withdrawing the items is excluded in the following cases:
– if the garment has been personalized or “made to measure” at the request of the customer
– for hygiene reasons, purchases of some swimwear (contact customer service)
If you have complied with all the required conditions, the Seller will refund you the price of the purchased products, remaining at your expense only for the return costs, i.e. those for returning the purchased products to the Seller.
3. REFUND TIMES AND METHODS
After the Seller has received your return and checked that all the requirements have been met, you will receive an e-mail confirming acceptance of the return. Whatever payment method you use (credit / debit card or cash on delivery), the refund is activated by the Seller as soon as possible, and in any case within fourteen (14) days from the date on which it came to knowledge of the exercise of your right of withdrawal, reimbursing the cost of the purchased product. Instead, all shipping costs at the time of purchase and at the time of return remain the responsibility of the customer.
The actual time for crediting or returning the sums you paid for the purchase of the products depends on the payment methods used:
- A. Credit / Debit Card Purchase: The repayment time depends on the credit / debit card management company, but usually takes place within two bank statements. We remind you that the value date of the re-credit is the same as the debit, so you will not suffer any loss in terms of bank interest.
- B. cash on delivery (if available): the refund takes place on the current account indicated by you, therefore the refund time depends on the correctness of the data you enter; the re-credit normally takes place within fourteen (14) days. Please remember that it is necessary to have a bank account to receive a re-credit for an order paid on delivery.
- C. purchase via PayPal (if available): the refund will be made to your PayPal account and will be immediately visible. The actual refund to the credit card from your PayPal account depends on the institution that issued the card.
