Customer Service

Effective from July 06 2023

Last updated on July 03 2025

1. SCOPE OF APPLICATION

These General Terms and Conditions of Sale regulate the contract of sale (the “Contract”) of products bearing the trademark and owned by Confezioni Peserico S.p.A. (the “Products”) through the e-shop section (the “e-Shop”) available on the website eu.peserico.com and it.peserico.com (the “Website”), owned by Confezioni Peserico S.p.A. (“Peserico”), with registered office in Cornedo Vicentino, Via Lucca, VAT No. 00655390243.

The Products offered for sale on the e-Shop are sold by Confezioni Peserico S.p.A. (“Peserico” or the “Seller”).

The sale of Products through the e-Shop is governed by Chapter I, Title III (Articles 45 et seq.) of Legislative Decree No. 206 of 6 September 2005 (“Consumer Code”) and by Legislative Decree No. 70 of 9 April 2003 ruling certain aspects of electronic commerce. 

These General Terms and Conditions of Sale apply in the following countries: Italy, Germany, Belgium, Luxembourg, the Netherlands, Austria, Portugal, Spain, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Latvia, Lithuania, Malta, Poland, Romania, Slovakia, Slovenia, Sweden.

Any user browsing the Website for the purpose of making a purchase (the “Buyer”) is invited to carefully read these General Terms and Conditions of Sale, available on the e-Shop, prior to submitting any order for Products (the “Order”).

Placing an Order implies full acceptance of these General Terms and Conditions of Sale.

Any amendments to these General Terms and Conditions of Sale shall become effective upon their publication on the e-Shop and shall apply to all subsequent Orders.

These General Terms and Conditions of Sale do not govern the sale of products and/or the provision of services by parties other than Peserico, which may be present on the e-Shop or Website via links, banners, or other hypertext connections. Accordingly, Peserico shall not be held liable for the sale of products or the provision of services by such third parties, nor for the content of any third-party websites.

The Buyer is required to carefully read both these General Terms and Conditions of Sale, which are made available in the footer of the e-Shop and may be stored and reproduced, and any other information provided by Peserico on the e-Shop in relation to the purchase process.

2. THE BUYER

The conclusion of Contracts is permitted only to natural persons who have the legal capacity to enter into binding agreements under Italian law, or to other legal entities which, by accepting these General Terms and Conditions of Sale, declare that they are acting as consumers within the meaning of Article 3, paragraph 1, letter a) of the Italian Consumer Code—i.e., for purposes that are wholly unrelated to any business, commercial, artisanal, or professional activity they may carry out.

It is expressly prohibited to place Orders using the name or credentials of another individual or entity without their express authorization.

3. ORDER AND ORDER CONFIRMATION

Upon receipt of the Order, Peserico will begin processing it, verify the chosen payment method, and send a notice confirming receipt of the Order. This communication merely acknowledges that the Order has been received by Peserico and will contain an Order identification number. Such communication shall not in any case constitute acceptance of the Order.

Should any of the details indicated in this communication be incorrect, the Buyer must promptly notify Peserico in writing by email at contact@peserico.it or by contacting Customer Care at https://eu.peserico.com/pages/customer-care, and follow the relevant procedure to amend the Order.

In any case, Peserico reserves the right to cancel any orders flagged by Shopify as potentially fraudulent or, at its sole discretion, may contact the Buyer to verify the authenticity of the Order and the selected payment method, to the extent permitted by the information available to Peserico.

The acceptance of the Order (the “Order Acceptance”) by the Seller shall occur exclusively upon receipt by the Buyer of an email acknowledging the Order. The Order Confirmation refers to the email sent by the Seller to the Buyer indicating the actual availability of the Products, which will be shipped together with the shipping note.

Until the Buyer receives the Order Confirmation email, the Contract shall not be deemed concluded, and the Seller may, at its sole discretion, reject or modify the Order based on product availability.

At the time the Order is submitted via the e-commerce website, the Buyer must promptly express their intention to request a tax invoice.

Such request must be made on the same day as the Order submission by sending an email to contact@peserico.it. For Buyers residing in Italy, the issuance of the invoice is subject to prior communication of their tax code (codice fiscale) or VAT number, as well as their SDI code.

4. PAYMENTS

Orders may be placed using the main credit cards, bank transfer, or any other payment methods that may be made available on the e-Shop. The Seller will process the payment at the time of the Order Confirmation.

The Seller does not directly manage any financial information or payment details, which are handled externally by a leading payment gateway. In the event of any error, negligence, or unlawful act related to the transaction, neither Peserico nor the Website shall be held liable in any way for such errors, negligence, or unlawful acts.

In the case of payment by bank transfer, all costs and expenses (including, but not limited to, bank fees) shall be borne exclusively by the Buyer. The Buyer must complete the payment by bank transfer within seven (7) business days from the date of the Order Confirmation.

Should the Seller not receive confirmation of payment within such period, the Contract shall be deemed automatically terminated pursuant to Article 1456 of the Italian Civil Code, and the corresponding Order shall be rendered null and void.

Under no circumstances shall the Seller proceed with the shipment of the Products prior to receipt of full payment of the purchase price.

5. DELIVERY OF PRODUCTS

Peserico undertakes to deliver the Products via UPS courier, in accordance with the timeframes indicated on the e-Shop during the purchase process and, in any case, within thirty (30) days from the date of the Order Confirmation. Shipping within Italy and Europe for purchased Products is free of charge.

Peserico shall not be held liable for any additional costs incurred by the Buyer resulting from their own conduct or from errors or inaccuracies in the information provided for delivery.

The Buyer may track the shipment using the tracking number included in the email notification sent upon dispatch of the Products.

The Buyer must be available and facilitate the successful delivery of the Products, including by delegating third parties where necessary. If delivery cannot be completed on the first attempt, the Product will be delivered to a UPS Access Point, in accordance with the agreements in place between UPS and the Seller.

Upon receipt of the Products, the Buyer must check the integrity of the external packaging and of the Products themselves. In the event of any anomalies, the Buyer must sign the delivery document with reservation and contact Customer Care. Failure to follow this procedure will preclude the Buyer from making any claim in connection with the delivery, except as provided below in relation to hidden defects and in compliance with applicable consumer protection laws.

Customer Care may be contacted during the following hours: 09:00–13:00 / 14:00–18:00 (GMT+2), at https://eu.peserico.com/pages/customer-care, or by email at contact@peserico.it.

During certain peak periods, shipments may experience slight delays beyond the timeframes indicated in this Article. In any case, Peserico shall not be held liable for any delays that are not directly attributable to its own negligence or fault. Furthermore, Peserico shall not be liable for delays caused by force majeure, strikes, natural events, or any other circumstances beyond its direct control.

6. PRICES

The prices displayed on the e-Shop are inclusive of VAT (the “Price”). With regard to shipping costs (the “Shipping Costs”), the Buyer must refer to the information provided in the relevant section during the order process; such costs will also be specified in the Order Confirmation.

All Prices correspond to those published on the e-Shop. Any changes to the Prices shall take effect from the moment they are published.

In the event of pricing errors, the Seller reserves the right to cancel the Order prior to the issuance of the Order Confirmation.

The amount of the Price and any applicable Shipping Costs will be expressly and separately indicated (in Euros and inclusive of VAT) on the product page, in the order summary, and in any case before the Buyer proceeds with placing the Order, as well as in the Order Confirmation email.

7. DISCOUNT CODES

As part of marketing campaigns, Peserico may make available to customers discount codes and vouchers to be used exclusively for purchases made on the e-Shop.

8. LEGAL WARRANTY FOR NON-CONFORMING PRODUCTS

Without prejudice to the provisions of Article 9 below, Peserico warrants to the Buyer that the Products conform to the Contract and, in particular, that they:

• Match the description provided on the e-Shop;

• Are fit for the intended purpose;

• Possess the qualities of goods of the same type.

It is understood, however, that no guarantee is provided that the images published on the Website or on the e-Shop are always accurate. Minor differences between the description of the Products on the Website or the e-Shop and the actual characteristics of the delivered Products shall not be considered defects of conformity.

The legal warranty of conformity for Products sold through the e-Shop is valid for a period of two (2) years from the date the Products are received by the Buyer.

In the event of a lack of conformity, the provisions of Legislative Decree No. 206 of 6 September 2005, Articles 128 to 135-septies, shall apply, but only to the extent the transaction falls within the scope of said legislation. These provisions apply exclusively to consumers and do not apply if the Buyer has purchased the Products for business, commercial, artisanal, or professional purposes.

Accordingly, if a Product is delivered that does not conform, the Buyer shall have the right to request, free of charge and where possible, the restoration of conformity by way of replacement. If such remedies are not possible, the Buyer shall be entitled to a corresponding price reduction or a full refund of the Price paid.

The Buyer must notify Peserico of any defect or lack of conformity of the Products by following the return procedures set out on the Website and completing the appropriate return form, or by writing to the Customer Care at this page.

Following such notification, the Buyer and Peserico will arrange for the return of the Products. It is understood that the mere receipt of the returned Products shall not imply any acknowledgment by the Seller of defects or non-conformities, as a thorough inspection is required.

Any legal action to assert hidden defects shall in any case be time-barred after twenty-six (26) months from the date of delivery of the Product.

9. RETURNS AND EXCHANGES – RIGHT OF WITHDRAWAL

The Buyer, acting as a consumer, has the right to withdraw from the Contract for the purchase of Products, without providing any reason, within fourteen (14) calendar days. The withdrawal period (the “Withdrawal Period”) expires 14 (fourteen) days from the day on which the Buyer (or a third party designated by the Buyer, other than the carrier) takes physical possession of the Products.

To exercise the right of withdrawal, the Buyer must return the Product—complete with all tags, labels, accompanying documents, and all accessories originally included in the packaging—properly sealed and packaged, without undue delay and in any case within 14 (fourteen) days from the date on which the Buyer notified the Seller of the decision to withdraw from the Contract, in accordance with Article 54 of the Italian Consumer Code.

The Products, original packaging, and related accessories must show no signs of use or alterations of any kind, and must be returned to the Seller in the same condition in which they were originally shipped to the Buyer.

If the Products delivered to the Buyer include a plastic security seal—designed to allow the Buyer to try on the item without removing it—it is strongly recommended not to remove such seal if the Buyer intends to exercise the right of withdrawal.

Should a Product be returned with the security seal removed or damaged, the Seller will still assess the return. However, pursuant to Article 57, paragraph 2 of the Italian Consumer Code, the refund amount will be reduced proportionally to the diminished value of the Product resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the Product.

In such cases, the refund amount will be communicated to the Buyer after inspection of the returned Product.

In any case, returns will not be accepted nor refunded for Products that show clear signs of wear, damage, alteration, or use inconsistent with normal fitting—such as, by way of example, garments that are stained, visibly worn, missing tags or labels, or returned without the original packaging.

Without prejudice to the foregoing, the Seller reserves the right, following a thorough inspection of the returned Product, to issue a partial refund proportional to the decrease in value found, pursuant to Article 57, paragraph 2 of the Italian Consumer Code.

The Buyer must also print and affix to the original packaging the return label automatically generated upon completion of the return request form available at: https://eu.peserico.com/a/returns-and-exchanges.

The package, bearing the appropriate label, must be shipped by the Buyer via UPS courier.

Provided that the Buyer has correctly followed the return procedure, the Seller undertakes to issue the refund within 14 days from the date of receipt of the returned Products, using the same payment method originally used by the Buyer.

10. SIZE EXCHANGE

The Buyer who wishes to request a size exchange may do so within fourteen (14) calendar days from the day the Order was received, with no additional shipping costs for the new Product, by following the procedure and meeting the conditions outlined below.

PROCEDURE

To request a size exchange, the Buyer must Complete the form available at the following link: https://eu.peserico.com/a/returns-and-exchanges, and follow the steps indicated.

For each item ordered and delivered, the Buyer may select a replacement size from those shown as available in the form.

Once the size exchange request has been completed by filling out the form on the website, a return label will be automatically generated.

The label, bearing the recipient’s address (i.e. Peserico Logistics Ecommerce – Via Mario Sbicego, 3 – 36073 Cornedo Vicentino VI (IT)), must be printed and affixed by the Buyer to the outside of the original packaging.

The previous shipping label must be removed from the package prior to return.

The return must be made via UPS courier. A list of the nearest UPS drop-off locations is available at the UPS website. 

If the desired size is not listed as available on the website, the Buyer may contact Peserico’s Customer Care via the contact form at this page. Customer Care will verify the actual availability in Peserico’s warehouses and, if the requested size becomes available again, will notify the Buyer so that the size exchange procedure may proceed.

If the requested size is not available even after checking warehouse availability, the Buyer may follow the return procedure outlined in the “Returns” section.

If, on the other hand, the desired size appears available on the website before the return but, following a further warehouse check, is no longer actually purchasable, Peserico will cancel the size exchange procedure and notify the Buyer of such cancellation. In that case, Peserico will refund the corresponding amount using the same payment method used for the original purchase.

Once Peserico receives the returned item, it will inspect the Product to determine whether the return is acceptable. If accepted, Peserico will ship the replacement item within approximately 5 days of acceptance.

It is understood that the size exchange will only be processed if the returned Product is in the same condition as originally delivered, free from signs of wear, damage, or alteration, and complete with all original tags, labels, and packaging.

If the item shows obvious signs of use, damage, or tampering—including removal or damage to the security seal, where applicable—the Seller reserves the right to reject the exchange and return the item to the Buyer.

CONDITIONS

Pursuant to Article 57 of the Italian Consumer Code, the Buyer is liable for any diminished value of the Products returned to the Seller resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Accordingly, the Buyer is expected to examine and try on the received Product with the care, attention, and diligence appropriate to its nature.

If the Buyer wishes to request a size exchange, the Product must be in the same condition in which it was received at the time of return. If the received Product displays defects or non-conformities, the Buyer is required to report such issues when completing the size exchange request.

Products must also be returned in their original packaging, with the return label affixed to the outside, and must include all original tags and labels, documentation, and any accessories included in the original shipment.

Products that, following inspection by Peserico, are found to be damaged (e.g., visibly worn, stained, or used), incomplete (e.g., missing tags, labels, or accessories), or returned without the original packaging (defined as the packaging used for the original shipment to the Buyer), will not be accepted by Peserico and will be returned to the customer. In such cases, Peserico will not issue any refund for the returned item.

The returned Product must be shipped from the same country in which it was originally delivered.

Peserico is not responsible for any loss of returned Products while they are in transit.

The Buyer must request a size exchange within 14 calendar days from the date of delivery. For this reason, Peserico will not accept any size exchange requests submitted after this period has elapsed.

REFUND

Once the Product has been received, Peserico will examine it and, if the return is accepted, will process a refund of the amount paid by the Buyer within 14 days from the date the condition of the Product is verified.

The refund will be made using the same payment method used for the original order.

In the case of payment by bank transfer, Peserico’s Customer Care will contact the Buyer to confirm the accuracy of the bank account details provided for the refund.

Once the refund has been processed, Peserico will send the Buyer an automated confirmation email confirming that the refund has been issued.

11. RETURN – OPERATIONAL RETURN PROCEDURE

The operational procedures for returning Products, in execution of the right of withdrawal under Article 9 above, are governed as follows.

The Buyer who wishes to return a Product may do so within fourteen (14) calendar days from the date the Product was received, with no additional delivery costs for the new product, by following the procedure and meeting the conditions set out below.

PROCEDURE

To initiate a return, the Buyer must complete the return form available at the following link: https://eu.peserico.com/pages/customer-care, and follow the instructions provided.

Once the online form has been submitted, the Buyer will receive a return label, which must be printed and affixed to the outside of the original packaging.

The original shipping label must be removed from the package prior to the return.

The item must be returned via UPS courier. A list of the nearest UPS drop-off points is available at the UPS website.

CONDITIONS

Pursuant to Article 57 of the Italian Consumer Code, the Buyer is liable for any diminished value of the returned Products resulting from handling beyond what is necessary to determine their nature, characteristics, and functioning.

Accordingly, the Buyer is responsible for examining and trying on the Product with the appropriate care, diligence, and attention.

If the Buyer wishes to return a Product, it must be returned in the same condition in which it was received. If the received Product presents any defects or lack of conformity, the Buyer is required to report such issues when completing the return request.

Products must be returned in their original packaging, with the return label affixed to the outside, and must include all original tags, labels, documentation, and accessories.

Products that, after inspection by Peserico, are found to be damaged (e.g., visibly worn, used, or stained), incomplete (e.g., missing tags, labels, or accessories), or returned without the original packaging (meaning the packaging used for the original delivery to the Buyer), will not be accepted and will instead be returned to the Buyer. In such cases, Peserico will not issue any refund for the returned item.

Without prejudice to the above, the Seller reserves the right, following inspection of the returned Product, to issue a partial refund proportionate to the reduction in value, pursuant to Article 57, paragraph 2 of the Italian Consumer Code.

The Product must be returned from the same country in which it was originally delivered.

Peserico shall not be held liable for any loss of returned Products while in transit.

Returns must be initiated within fourteen (14) calendar days from the date the order was received. For this reason, Peserico will not accept return requests submitted beyond this period.

REFUND

Peserico will refund the amounts paid by the Buyer within fourteen (14) days from the date it is informed of the Buyer’s decision to exercise the right of withdrawal, in accordance with Article 56 of the Italian Consumer Code.

However, pursuant to the same Article, the refund may be withheld until Peserico has received the returned Products or until the Buyer has provided proof of shipment, whichever occurs first.

Once the Product is received, Peserico will examine its condition. If the Product is found to be damaged, used, altered, or otherwise in a condition inconsistent with normal try-on, the refund may be reduced proportionally to the identified loss of value, pursuant to Article 57, paragraph 2 of the Italian Consumer Code.

If, following inspection, the Product is found to be substantially and objectively altered in a way that compromises its intended function or usability, Peserico reserves the right to deny the refund entirely and return the Product to the Buyer.

The refund will be credited to the same payment method used for the original purchase.

In the case of payment by bank transfer, Peserico’s Customer Care will contact the Buyer to confirm the accuracy of the bank account details provided for the refund.

Once the refund has been processed, Peserico will send the Buyer an automated confirmation email confirming that the refund has been issued.

12. SHIPPING COSTS

Shipping costs related to the dispatch of the Order and to any return of Products in the context of exercising the right of withdrawal or requesting a size exchange shall be borne by Peserico and shall not entail any additional charges for the Buyer.

If the Buyer wishes to return a Product for reconditioning or in the case of a reported defect not attributable to a lack of conformity, the shipping costs shall be borne by the Buyer, unless otherwise agreed with Peserico on a case-by-case basis.

13. INTELLECTUAL PROPERTY RIGHTS

The Peserico trademark, as well as all distinctive signs, images, illustrations, and logos appearing on the Website and the e-Shop, on the Products, and on the related packaging and accessories, are the exclusive property of Confezioni Peserico S.p.A.

The Buyer undertakes not to use or economically exploit in any way any distinctive sign that belongs or may be attributed to Peserico.

14. GOVERNING LAW AND JURISDICTION

The purchase contract concluded via the e-Shop shall be governed by Italian law.

This is without prejudice to the application in favor of Buyers who do not have their habitual residence in Italy of any more favorable and mandatory provisions provided for by the law of the country in which they reside, particularly in relation to the withdrawal period, the return deadline in the event of withdrawal, the procedures and formalities for exercising the right of withdrawal, and the legal warranty of conformity.

Any dispute relating to the application, execution, or interpretation of these General Terms and Conditions of Sale shall fall under the jurisdiction of the court of the place where the Buyer resides or has elected domicile.

Pursuant to Articles 12 and 19 of Legislative Decree No. 70 of 9 April 2003 and the applicable legislation on e-commerce and consumer protection, the Buyer acting as a consumer may make use of alternative dispute resolution mechanisms (“ADR”) for any dispute concerning the application, interpretation, or execution of these General Terms and Conditions of Sale.

Before referring the matter to the judicial authorities, the dispute may be submitted to mediation before one of the bodies registered pursuant to Legislative Decree No. 28/2010, or to an ADR procedure pursuant to Articles 141-bis et seq. of the Italian Consumer Code.

An up-to-date list of ADR bodies is available at: https://ec.europa.eu/consumers/odr/main/?event=main.adr.show2 .