Shipping and Returns
Each shipment contains: i / the ordered products / o; any accompanying documentation required according to the country of dispatch; any informative and marketing material; any gadgets. The delivery of the Products purchased through the Seller's Website can take place in different ways. Customer home delivery The products purchased will be delivered by the courier identified by the Seller to the shipping address indicated by the Customer on the Order with insured shipping. Upon receipt of the goods at your home, we ask you to check the integrity of the packages at the time of delivery by the courier. In case of anomalies you will have to detect and note exactly the same by the courier and reject the delivery after mandatory communication to Luxgold s.r.l. also by contacting customer service by e-mail at Customer home delivery The products purchased will be delivered by the courier identified by the Seller to the shipping address indicated by the Customer on the Order with insured shipping. In Italy we ship by express courier in 24/72 hours. Abroad we ship by express courier and the times vary depending on the country. When the order is sent, you receive an e-mail with the tracking code of the shipment. The orders with items immediately available, with payment made by credit card, PayPal made before 16:00 are shipped by the same evening or within 24 hours if the item is in one of our stores. For all orders that include items in the reservation the date is indicated at the time of Order confirmation.
If the Customer is a "Consumer", as defined in Article 3 of the Consumer Code, he is entitled to the rights set forth in art. 52 and ss. of the Consumer Code, as amended by Legislative Decree 21/02/2014 n.21, and therefore the right to withdraw from the Purchase Contract (hereinafter "Right of Withdrawal") for any reason, without explanation and without any penalty, communicating it to the Seller within fourteen (14) days, starting from the day on which the Customer or a third party, designated by the Customer and different from the Carrier, acquires physical possession of the goods. Luxgold srl, however, for commercial choice and to best meet the needs of the customer grants a term to exercise the withdrawal of thirty (30) days, starting from the day on which the Customer or a third party, designated by the Customer and different from the Carrier, acquires physical possession of the assets. We remind you that, as required by current legislation, the right of Withdrawal is excluded and can not therefore be exercised if the products you have purchased have been customized, even with simple engravings, or have been made to measure for you, on your explicit request at the time of placing the Order. The Withdrawal may have as object all (Total Withdrawal) or only part (Partial Withdrawal) of the Products of Luxgold s.r.l. purchased by the Consumer. The customer who intends to exercise the right of withdrawal must communicate it to Luxgold s.r.l. by explicit declaration within 30 (thirty) days from the date of receipt of the Product, you can inform us of the intention to withdraw from the Contract, indicating which Products will be returned.
The right of withdrawal is subject to the following conditions: the Products returned must be returned in their entirety and not parts or components of them even in the case of kits; Returned Products must not have been used, worn, washed or damaged; Returned products must be returned in their original packaging (meaning, with this, the packaging of the single product); the returned Products must be sent to the Seller in a single shipment;
Withdrawal form In case of exercising the right of Withdrawal, the customer is obliged to return the goods within 30 days from the day he communicated to Luxgold s.r.l. its intention to withdraw from the Contract pursuant to art. 57 of Legislative Decree 206/2005. Returns can be requested through the Luxgold s.r.l. within 30 days of receiving the items. You can ask for a refund or a change: ask for a refund in case you want to return the amount spent for the items you want to return; ask for the Coupon in case you want to change an article. The coupon can also be used immediately by placing an order on the Site. The new order will be sent by Luxgold s.r.l. only after receiving the items to be returned. It is important that you contact the customer service by e-mail at to inform us of the day when you want the courier to pick up the package and the time slot, morning or afternoon. You will need to enter the items to be made inside a well sealed and protected box or envelope. The courier will already have the label with our shipping address and the reference of the customer who made the Order, so it is not necessary to write anything on the package. The goods must be returned intact, in the original packaging, complete in all its parts (including packaging and any documentation and accessory equipment: manuals, cables, etc.) and complete with the attached tax documentation. Without prejudice to the right to verify compliance with the above, Luxgold s.r.l. will reimburse the amount of the products covered by the withdrawal within a maximum period of 30 days, including any shipping costs. As required by current legislation, to which we refer, Luxgold s.r.l. may suspend the reimbursement until receipt of the goods or, at its sole discretion, until the customer has demonstrated that he has returned the goods to Luxgold s.r.l. According to Article 59 of the Consumer Code (bearing "Exceptions to the right of withdrawal") for distance contracts and away from business premises, the right of withdrawal is excluded in the case of "supply of tailor-made or clearly personalized goods" .
Repayment method If the right of Withdrawal is exercised by you in accordance with the above conditions, the Seller is required to reimburse the sums paid by the customer within and no later than 30 days of your decision to exercise the right of Withdrawal but on the condition that the product is been returned and verified by the operators of Luxgold srl The Seller will use the same payment method used by you for the initial transaction, unless you explicitly ask the Seller to use a different medium and the latter will consent to it. If the Order has been paid via Paypal, the refund will be made on the card or account used for payment while if the Order was paid by Credit Card, the refund will be made on the card used for payment (it is not possible to use a other reimbursement card). If the Order has been paid by bank transfer, the refund will be made by bank transfer: Contact the customer service by e-mail to to inform us the IBAN on which to make the bank transfer. . Returns are processed by customer service in about a week. The reimbursement times on the card or on current accounts depend directly on the banks, which generally take about 2/3 working days for credit.
in case of simple Withdrawal the only expenses at your expense will remain the initial shipping costs of the Order of the purchased products. If you have chosen a different type of delivery and more expensive than the standard offered, the additional costs will not be reimbursed. All other expenses will be reimbursed by the Seller, including the costs of delivery of the returned goods as a result of the exercise of the right of Withdrawal (with the exception of additional costs resulting from your choice to use a different and more expensive delivery method than the standard delivery type offered by the Seller). The only case in which the customer will be entitled to reimbursement of the price, shipping costs and return costs is for the return of defective products or products delivered that do not correspond to the order placed by the customer or in case of damage due to the transport or errors in shipping by the Seller himself. In case of return of the products listed above, Luxgold s.r.l. you will bear the shipping costs for returning the products. Returns can be requested within 30 days of receiving the items. If possible, close the item or items to be returned in the same box used for our shipment, if it is not possible, we recommend for a safety issue that the return is well packaged and protected. The courier will already be carrying the pre-printed label with our shipping data and customer reference.
Change of products To make the change you need to contact via email to get a coupon. The coupon is a code of numbers and letters that is generated automatically immediately after contacting us. This code will be sent by e-mail as a reminder. The coupon has a value equal to the cost of the returned item and can be used immediately by placing an order on the site, the new order will be sent, only after receiving the items to be returned. The coupon has a value equal to the cost of the returned item, obviously deducted any discounts previously applied and shipping costs included in the original price that are charged to the customer, and can also be used immediately by placing an Order on the Site and the new order will be shipped, only after receiving the items to be made. We will ship the new order after receiving the item / items to be returned. If the item ordered in the second order is on reservation, the times indicated at the time of Order confirmation are valid.