Returns And Exchanges
If for any reason you are not satisfied with your purchase, or if the size is not right, write to us at support@marcomoreo.com. We will find the best solution for you.
1. YOUR RIGHT OF WITHDRAWAL, WITHIN 14 DAYS
1.1 You have the right to withdraw from your purchase within 14 days of receiving it, without giving any reason. Where an order arrives in several parcels, the period runs from the day you receive the last item.
1.2 How to withdraw. The quickest way is the online withdrawal function on our website, which takes a few steps and sends you an automatic confirmation. You can also simply email us at support@marcomoreo.com, or use the model withdrawal form included in our General Conditions of Sale. Any clear statement of your decision is valid. No approval from us is needed: the right is yours.
1.3 Sending the items back. Once you have told us, send the items back within 14 days to the address in section 2. You pay the cost of return shipping, as set out in section 2.
1.4 Condition of the items. You are free to examine and try the items as you would in a shop. Trying footwear on indoors, on a clean surface, is fine and does not affect your refund. You are liable only for any loss in value caused by handling beyond that. If items come back with soles marked by outdoor wear, creasing from walking, marks, odour or alterations, we may deduct an amount corresponding to the loss in value, and in serious cases that may be the full value of the item. If we make a deduction, we will explain it to you.
1.5 Please return items complete, with their box, dust bag, tags and any accessories. Missing packaging is one of the things we take into account when assessing loss in value.
1.6 The right of withdrawal does not apply to items made to your specifications or clearly personalised. Where this applies to a product, we tell you before you order.
2. HOW TO SEND SOMETHING BACK
2.1 Email us at support@marcomoreo.com, or use the online withdrawal function on our website, telling us your order number and which items you are sending back.
2.2 You can then choose between two options.
Option A: use our return label. We email you a prepaid label. Pack the items in their original packaging, attach the label, and either hand the parcel to the courier at the agreed address or drop it off at an authorised Access Point. We deduct the cost of the label from your refund. Before you accept the label, we confirm the exact amount to you, calculated on your destination and the weight of your parcel. The amount we deduct is what the carrier charges us, with nothing added.
Option B: arrange the return yourself. Send the parcel to the address below using any carrier you prefer. You pay your carrier directly and we deduct nothing from your refund. We recommend a trackable service, as the items remain your responsibility until they reach us.
2.3 Indicative cost of our return label. The figures below are a guide. The exact amount for your parcel is confirmed before you accept the label.
| Destination | Up to 1.4 kg | From 1.5 kg |
|---|---|---|
| Italy | 12 EUR | 12 EUR |
| Rest of Europe | 19 to 39 EUR | 19 to 69 EUR |
| Outside the European Union | 39 to 59 EUR | 59 to 99 EUR |
A single pair of shoes normally falls in the lower weight band. If you are returning more than one pair, or a boxed set, the parcel may fall in the higher band.
2.4 Return address. Marco Moreo Milano, c/o Viale Don Bosco SNC, 62010 Montecosaro (MC), Italy.
2.5 If you send us an item that is not part of your return request, contact us immediately. We cannot guarantee that incorrectly sent items can be identified and recovered.
3. REFUNDS
3.1 We refund all payments received from you, including the standard outbound delivery cost, within 14 days of the day you tell us you are withdrawing. Where you chose a delivery method more expensive than our standard option, we refund the standard amount and not the difference. We may hold the refund until we have received the items back or you have sent us proof of dispatch, whichever is earlier.
3.2 Where you chose to use our return label, the cost of the label, in the amount confirmed to you beforehand, is deducted from your refund. Where you arranged the return yourself, nothing is deducted.
3.3 Refunds are issued to the payment method used for the original order, at no cost to you. Depending on your bank or payment provider, the amount may take a few further working days to appear.
3.4 Customs duties and import taxes paid on delivery outside the European Union are not refunded by us, as they are collected by the authorities of your country and not by us. You may be able to reclaim them directly from your customs authority, and we will provide any documentation we reasonably can to help.
4. EXCHANGES
4.1 We do not offer direct exchanges. To change size or model:
- Send back the item you no longer want, following section 2
- We refund you as described in section 3
- Place a new order for the item you want, and we will not charge shipping on it
4.2 If the size you want is at risk of selling out, we suggest placing the new order straight away rather than waiting for the refund.
5. FAULTY OR NON-CONFORMING ITEMS
5.1 Separately from your right of withdrawal, you benefit from the legal guarantee of conformity. We are liable for any lack of conformity that exists at delivery and becomes apparent within two years. A lack of conformity appearing within the first year is presumed to have existed at delivery, unless proved otherwise.
5.2 This covers manufacturing defects, for example a sole that separates or stitching that fails in normal use. It does not cover normal wear and tear, or damage caused by improper use or care.
5.3 If an item is faulty, you are entitled to have it repaired or replaced free of charge, or, in the cases provided by law, to a price reduction or a refund. This applies well beyond the 14 day withdrawal period, so please write to us even if some time has passed.
5.4 To make a claim, email support@marcomoreo.com with your order number, a description of the problem and photographs. We will tell you how to proceed. You will not pay return shipping on a faulty item, and nothing will be deducted from any refund.
6. NEED HELP?
Write to support@marcomoreo.com. We are always happy to help, and if you are unsure which of the routes above applies to you, just tell us what happened and we will sort it out.