How to return an item
It is fundamental for us to leave you free to return your purchases if you wish. Find out below how to return an item: you have 30 days from receipt of your order.
Returned goods must be intact and with all original tags and labels still attached. For lingerie or swimming costumes, do not remove the protective hygiene sticker.
Any shipping costs you may have incurred at the time of purchase will not be refunded.
If you have received faulty goods, write to us at firstname.lastname@example.org: Terranova reserves the right to request photographic evidence before authorising a refund.
Here are the steps you need to follow:
- If you made a purchase as a registered user, access your account on the site and go to the MY ORDERS section. Select the order you wish to return and click on the RETURN box. If you purchased as a guest, click on the item Return request which you can also find at the bottom of the site in the Customer service section.
- Fill out the return form by entering all the items you wish to return in a single request. Make sure you have entered them all before confirming.
Once you have completed the online request, you will receive an email acknowledging the return with an identification code and a pre-filled form attached. Print it and insert it in the package together with the garments.
Prepare the package with all the items to be returned and the completed return form. Insert only the items declared in the request into the envelope: other items will not be refunded.
Choose your preferred courier or postal service to ship the package. Remember that the shipping costs will be at your expense.
Katoen Natie Italia srl, Magazzino Teddy porta 9
Via della Conca, 3
Returns will be processed within 7 working days of the delivery date to our warehouses.
You’ll receive an acceptance email and the amount due will be refunded via the same method used to make the purchase.
Is anything unclear?
Read the FAQs in the Returns and Refunds section!