Support · After your purchase
Returns and refunds
You have 14 days from delivery to change your mind. The request is opened from your account, with no need to write to us: here is how it works and what a return needs in order to be accepted.
01
14 days to decide
The count starts the day you receive the goods. Within that window you open the request from your account and receive the return instructions.
02
Return postage is on you
You pay for the return shipment, and the shipping and packing costs of the original order are not refunded. We would rather tell you here than afterwards.
03
Refund within 3 days
From the moment we receive the return and approve it, we refund within 3 working days to the same payment method.
How to open a return
1
Sign in to your account
That is where the request starts. If you ordered as a guest, write to us and we will handle it.
2
Pick the item
Go to the Orders section, select the product you want to send back and submit the request.
3
Pack it carefully
Original packaging intact, labels attached, accessories inside. Then everything into a sturdy box.
4
Ship it and wait
You get the instructions by email. As soon as the return arrives we inspect it and refund you.
If the parcel arrives damaged, sign subject to inspection
This is the most important rule on this page, and the only one that cannot be fixed later. If the parcel shows visible damage on delivery, accept it while writing "accetto con riserva di controllo" on the courier's note. Then photograph the parcel still sealed, with the damage visible, and the courier label clearly readable. Without that wording and without those two photos the courier will not open a claim, and we can neither refund nor replace.
Who pays for the return
It depends on the reason. In two cases out of three it is worth writing to us before you ship: we open the claim and tell you how to proceed.
All countries
Reason for the return
Shipping cost
You changed your mind (right of withdrawal, within 14 days)
Shipping cost
Paid by you
Faulty or non-conforming product
Shipping cost
Write to us before shipping
Parcel damaged in transit
Shipping cost
Write to us before shipping
Shipping, packing and ancillary costs of the original order are not refundable. Your statutory rights on faulty goods remain in force and are not affected by this table.
The questions we get most often
Which items cannot be returned?
For hygiene and legal reasons: food products, personal care products, household care products, linen, and anything personalised or ordered specifically at your request.
What condition must the item come back in?
Unused, in the same condition in which you received it, with the original packaging intact: no folds, writing, cuts or wear. Labels attached and all accessories inside. Packing for the return journey is your responsibility: if the item arrives broken because it was badly packed, we cannot refund it.
What happens if something is missing?
We inspect every return when it arrives. If an accessory is missing, if a label has been removed or if the packaging is damaged, we can refuse the return or issue a partial refund, in proportion to the state the item comes back in.
Can I exchange an item instead of getting a refund?
Yes, once. The item you receive as a replacement cannot be exchanged again. We do not exchange food products, personalised or specially ordered items, items damaged through improper use, or requests that arrive out of time.
I bought sugared almonds and some arrived broken.
Sugared almonds, chocolate and sweets move inside their box during transit and some can break: there is no way to hold them still. By law we cannot accept returns or claims on food products for this reason. We ship in an insulated box precisely to keep it to a minimum.
When will I see the money?
We refund within 3 working days of approving the return, to the method you paid with. After that the timing depends on your bank and can add a few days. If you see nothing after ten days, write to us at
assistenza@larcolaio.com.
Customer service
If something is not right, we answer.
We reply Monday to Saturday, 9:00 to 19:30 CET. On WhatsApp the message is already written for you.