FAQs

HOLIDAYS
• New Year's Eve (1st January)
• Easter
• Easter Monday
Liberation Day (April 25)
• Labor Day (May 1st)
• Italian Republic Day (June 2nd)
• August 15th (August 15th)
• December 8th
• Christmas (December 25th)

WHAT DO YOU MEAN BY PREORDER?
The pre-order allows the user to purchase an item that will be available soon.

WHEN WILL MY PREORDER BE TAKEN?
The amount due will be charged to your credit card when the item is available for shipment. We inform you that the amount will be charged to the credit card used at the time of the order and that it will not be possible to change the payment method.

WHEN WILL MY PREORDER BE SHIPPED?
You can check the estimated shipping date on the product page or in the confirmation email. We inform you that orders are processed automatically and the actual shipping date may vary.

IS IT POSSIBLE TO RETURN AN ARTICLE PURCHASED ONLINE ON THE TEORY.IT WEBSITE?
Yes, of course, it is possible to return an online purchase in one of our directly managed flagship stores. For the detailed list of boutiques, click here.

IS IT POSSIBLE TO REQUEST A REFUND OF AN ITEM PURCHASED IN A BOTTEGA VENETA BOUTIQUE?
Refunds are not covered by our internal policy. In the event of a return, where fiscally permitted, the refund will be made exclusively in the form of a purchase voucher.

IS IT POSSIBLE TO CHANGE AN ITEM AFTER RECEIVING THE REFUND OF VAT AT THE AIRPORT CUSTOMS?
For tax issues related to tax-free sales, always refer to our Customer Service or boutique staff for assistance on this matter.

IS IT POSSIBLE TO CHANGE AN ITEM RECEIVED AS A GIFT?
Our policy allows the exchange of goods only upon presentation of a valid purchase document. When purchasing a gift, at the store, the staff of the boutique is available to issue a courtesy receipt (which does not indicate the purchase price) which can be used in case of exchange of goods.

IS IT POSSIBLE TO RETURN A GIFT CARD?
Where issued, Gift Cards cannot be returned for the purchase of other Gift Cards, nor converted into money.

WHAT IS AN ELECTRONIC DISCOUNT?
In line with our commitment to environmental sustainability, TEORY boutiques have the possibility to complete the transaction also by sending an electronic copy of the purchase receipt directly to the customer's email address. The electronic receipt can be used without problems as proof of purchase for a change of goods in the boutique.

 

WHAT ARE THE TIMES AND COSTS OF THE SHIPMENT?
IMPORTANT: We inform our customers that due to the current situation, shipments will be delayed. We apologize for the inconvenience.

EXPRESS SHIPPING
Average delivery times: 1-3 working days
Free

STANDARD DELIVERY
Average delivery times: 2-5 working days
Free

SHIPMENT IN 1 DAY
Average delivery times: next day for orders placed before 16.30
EUR 20

The following regions are excluded: Campania, Sicily, Calabria, Sardinia, Basilicata, Aosta Valley.

CASH EXTRA CHARGE ON DELIVERY
EUR 5

WHERE CAN I SHIP MY ORDER?
We ship all over Italy, except for Livigno, Campione d’Italia, PO boxes and Fermo Posta. Requests for orders to these addresses will be automatically canceled.
To send an order outside Italy, you must choose the country of destination from the link on each page of the site. Do you need assistance? Do not hesitate to contact us and we will be happy to help you.

WITHDRAWAL IN BOUTIQUE
The service is currently unavailable.
We inform you that all orders already completed will remain in stock in the boutique and may exceptionally be collected within 15 days of the reopening of the store.

TEORY offers the possibility to collect items ordered online for free in boutiques.

To collect your order, you will need to present:
- a valid identity document
- the Shipping Confirmation email (printed or on a mobile device).

If you cannot collect the parcel personally, the person delegated for the collection must present:
- copy of your valid identity document
- your valid identity document
- the Shipping Confirmation email (printed or on mobile device)
- a letter of delegation.

You can make your order in our boutiques that offer the Boutique Collection service. Our staff will be happy to take care of your return procedure. You will be refunded when the return is accepted in our warehouse.

The boutique pick-up service is currently active in the following stores:
ITALY
Via Claudio Monteverdi 23,
20900 Monza (MB)

WHERE IS MY ORDER?
You can check the status of the order at any time by entering the Order Number on the Follow My Order page. Registered users also find all information on orders within the My Account area.

Order in preparation:
the order has been confirmed and we have already sent a confirmation email containing the order number.

Order shipped:
as soon as the order is shipped from our warehouse, we will send a confirmation email with the tracking number to track the shipment.

If you do not receive the order confirmation email within 24 hours, check the spam folder and make sure that info@teory.it and support@teory.it are included in the list of safe addresses in your email account. This will prevent the spam filter from blocking future communications. If that is not enough, contact us.

WHAT PAYMENT METHODS CAN I USE?
Teory the following payment methods:

Credit Card: Visa, MasterCard, American Express and JCB; Visa Electron; rechargeable credit cards; Maestro ATMs enabled.
The amount will be charged to the card at the time of shipment.
On Bottega Veneta the Fast Purchase service is active which allows you to save your credit card data so that you no longer have to enter them during future purchases.

PayPal: to buy online comfortably, without the need to type credit card data on the site.
The account is debited upon completion of the order. To register a new PayPal account, visit paypal.com.

Cash on delivery: method available for amounts less than € 2,999.
At the time of delivery, it will be necessary to have the exact amount of the order indicated in the shipment confirmation email available in cash; the courier cannot give change and does not accept checks. For any refund, a bank or postal current account must be indicated.
This payment method has an additional cost of € 4.00.

Are the prices shown on the website the final prices?
The purchase on Teory is reserved for end consumers. Our prices are inclusive of VAT.
For each order, Teory issues a receipt; the document will be sent as an attachment to the shipment confirmation email. Please note: once the order has been confirmed, it will not be possible in any way to modify the data entered or issue a new sales document.

How can I get a VAT refund if I live outside the EU?
Teory can refund VAT for customers residing outside the EU if the order amount exceeds the limit imposed by the country of purchase.

To receive a refund, you must present the receipt attached to the customs delivery confirmation email and request a stamp to prove export from the European Union. So you must send the following documents to our office within 3 months from the order date.

1. Original receipt with customs stamp
2. Copies of valid documents certifying residence outside the European Union
3. For orders paid in cash, the bank account details to be refunded - the name of the account holder and the IBAN of the account.

To request a VAT refund as a diplomatic agent, the following documents must be sent to the office.

1. Copy of the valid identification
2. Copy of the receipt for the VAT refund request
3. Statement from a government agency confirming that the government agency of reference meets the emission requirements.

Refund requests must be sent by regular mail to:

TEORY GROUP s.r.l
Via Sardegna 21, 20146
Milano (MI) Italy

As soon as you confirm the data and documentation provided, we will begin the refund process for the VAT amount.

HOW DO I RETURN?
We have decided to extend the return period to 60 days for all orders placed from March 1st until May 10th 2020, to give you more time to decide whether to keep or return your purchases.
For orders completed after 10 May the normal return conditions apply.

You can decide to return any product purchased on Bottega Veneta, with the exception of perfumes, within 14 days from the delivery date.

Follow these simple guidelines:

1. fill in the Return and Exchange Form.

2. make sure the products are in the same condition in which you received them, with all tags attached

3. paste the pre-printed and prepaid label on the original box (or on an equally robust one) in order to cover the forward label

4. contact UPS at 02 30 30 30 39 or online (www.ups.com): the courier will pick up the package on the day and place indicated by you.

Your return will be insured in the event of theft or loss during transport.

You can only send your return from the country where you placed the order.

If your return does not meet the conditions listed, the package will be sent back to you and the refund will not be made.

I lost the pre-privacy label for my return shipment. Can I get something new?
If you have lost the pre-printed label for return shipping, please contact UPS at 02 30 30 30 39 and ask to bring a standard label upon pickup. Fill out the label and send it again.

WHERE IS MY RETURN?
You can check the status of your return at any time from the Follow My Return page.

HOW LONG DOES IT TAKE TO REFUND?
Usually we accept the return within 3 working days from the delivery date to our warehouse. At peak times it can take up to 7 business days. After acceptance, we will immediately request a refund and send a confirmation email.

Refund times vary according to the payment method chosen:

Credit Card: our bank will make the refund within 7 working days of the Return Acceptance Confirmation email. The time required to view the refund on your account depends on the card issuing institution

PayPal: the refund will be visible on the PayPal account within 24 hours of the Return Acceptance Confirmation email

Cash on delivery: the refund will be made by bank transfer to a bank or postal account to be indicated in the Return Form. The refunded amount will be visible on the account statement within 10 working days of the Return Acceptance Confirmation email.

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