FAQ - Frequently Asked Questions

Orders

1. Can I change or cancel my order before the shipping?

   Unfortunately it is not possible to change the quantity or sizes of items after the order has been placed. Anyhow do not worry, we inform you that we can cancel your order before it will be shipped. We suggest contacting our Customer Care as soon as possible, otherwise your order will be regularly shipped.

2. I have not received the order confirmation e-mail. What shall I do?

   We apologize for the inconvenience. We suggest that you first check your junk/spam inbox. If you haven't received it please contact our Customer Care. Click on Contact us.

3. I have received the shipment confirmation. When will my order arrive?

   All orders are shipped within 1-3 working days from the order date, while delivery times vary depending on the shipping option selected at checkout. Please note that the available shipping methods may vary depending on the destination country.

   Standard deliveries
   There is no guaranteed delivery date for orders sent via postal services and the delivery dates quoted at checkout are an estimation only.
   Packages shipped via tracked mail (as opposed to an express service) do not provide continuously updated tracking information. Once the package arrives in your country/location, it will be passed on to an internal postal service for delivery.
   If your order has not arrived by the expected date, we kindly request that you wait for another 10-14 business days, to allow for any customs inspections or possible postal delays in your area. Should the order still not arrive by this time, please contact us so that we can open an investigation with our shipping partner.

   Express deliveries
   Packages shipped via express can be tracked using the link sent in your shipping confirmation. Please note that some standard express can take up to 48 hours to generate information to their tracking website.
   To track your order, please click on the link at the bottom of the page: Order Status 
   If there has been no update on the tracking information for more than 5 business days, please let us know so that we can open an investigation with the shipper.

4. I have not yet received any tracking information

   It can take between 1-4 business days (not including weekends and Italian national holidays) for us to prepare a package for international delivery. Once your order ships, you will be sent an auto-email containing the tracking information.
   To track your order, please go to the bottom of our website and click on Order Status.

5. What happens if I’m not home to accept my delivery?

   Express Deliveries: If you are not in when your parcel arrives, the express will usually try again, or will leave a card with details on how to pick up your order or rearrange delivery.  
   Standard Deliveries: Standard packages are delivered by your local post office service and do not require a signature for delivery, so would normally be put through your door or left in the mailbox. If the package is too large, your local postal delivery service should leave a card with details on how to pick up your order or rearrange delivery.

6. My tracking shows delivered, but I don’t have my package

   If the package is too large, your local postal delivery service should leave a card with details on how to pick up your order or rearrange delivery. If the tracking indicates that this has been delivered, we kindly request that you check with a member of your household or a neighbor, as perhaps one of them collected or signed for the package. If there is no sign of the package, please contact us so that we can open an investigation.

7. My package has been “Returned to Sender”

   We are unable to re-ship international orders. A refund will be issued once the package arrives back to our warehouse. Please note that this could take some time (maybe even a few weeks).
   If you still wish to purchase this item(s), please place a new order.

8. Can I change my delivery address?

   If your order has not yet shipped, then we should be able to update your address, so long as the delivery country/location remains the same. If, on the other hand, your order has already shipped, it depends on the delivery method selected. For Standard deliveries we cannot intercept standard packages. If the package is undelivered, it will eventually be returned to us. For Express deliveries, depending on the status of the delivery and the express, we may be able to update the address (we cannot guarantee but will make the best effort to do so).
   Please contact us urgently if you need to change your delivery address.

9. May I enter a post office box (p.o. box) as a shipping address?

   For Standard deliveries, packages are delivered by your local post office service and do not require a signature upon receipt, so these can be delivered to a PO Box. Instead, for Express deliveries, a signature is required, so we are unable to deliver express or standard courier packages to a PO Box.

10. My country is outside the European Union. Will I be charged customs duties for my order?

    Import duties and taxes may apply upon receipt of international orders. These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country/location. You will find more information directly at the checkout.

11. I want to make a return but my country is outside the European Union. Will I be charged customs duties for my return?

    Customs duties must be paid by the parcel receiver. If your Country is out of the European Union and you are returning items to us in Italy, customs duties will be at our expense. As you may have been charged with customs duties for the original shipment of your order, we confirm to you that these fees will be paid by us for your return shipping.

12. What happens to duties and taxes if I return my order in Canada?

    If you return your order from Canada, you will receive a refund of any duties and taxes paid at checkout, proportional to the value of the items returned. This applies to both partial and full returns, in addition to the cost of the returned items.

Order problems

1. I have received a faulty or wrong item, what shall I do?

   We apologize for the inconvenience. Contact our Customer Care (within a maximum of 60 days from the shipment of the order) by sending us both the complete article code of the wrong item you received and that of the item you were supposed to receive.
   In case you have received a damaged item we kindly ask you to send us a photo of the damage too. We will get back to you as soon as possible with information regarding the exchange or refund. We inform you that we cannot accept returns of items with visible signs of wear. All items are inspected once received in our warehouse.

   In case of non-reporting to our Customer Care and/or items returned without a confirmed fabric defect and/or without the internal composition label, we cannot guarantee a refund/exchange.

2. One or more items are missing in my order. What shall I do?

   We apologize for the inconvenience. Contact our Customer Care by sending us the complete code(s) of the item(s) not received.

Checkout info

1. I cannot complete the order. The site does not accept the shipping information.. 

   Before proceeding with filling your shopping cart, choose the country in which you want the order to be shipped by clicking on the flag in the upper right corner of the website. Here you can also choose your language; you will automatically be redirected to that country's store view. 

2. I cannot complete the order. The site does not accept the payment method.

   Unfortunately the only payment methods accepted are the ones written in the "Payment section". If you have problems in using your card, or you do not receive the "Secure Code", you can also complete your payment via Paypal, without the need of creating a Paypal account. Just select Paypal as payment method, once in the payment page, you will then be redirected to Paypal login page. Here just click on "pay by card" and enter your card details.

Return request

1. How many days do I have to return an item?

   You have 30 days from the date the order has been dispatched. After this deadline, your return cannot be accepted. We remind you that as soon as your return request has been placed, you have a maximum of 30 days for us to receive your return parcel in our warehouse.

2. I want to return an item. What shall I do?

   Go to Return & Refunds and follow the guidelines, follow the instructions to complete your return, specifying the reasons for your choice and selecting your preferred shipping method.

   You only need the following information:

   • • Order ID: that is the order number that you’ll find in all confirmation emails received

     • E-mail address

   Once your return request has been accepted, you will receive an email confirmation with the return label attached. You have to print it and put it on your package before the pick-up. Once the package arrives at our warehouse, you will be refunded. You will receive a last confirmation email once the refund has been processed.

3. I did not receive the DHL return label. What shall I do?

   The DHL return label will be sent in the confirmation e-mail after the return request has been placed. In case you have already filled out the return form online, please contact our Customer Care.

Return shipping

1. I have sent/placed two return requests for the same order. Can I ship the items in the same package?

   If you have sent more than one return request for the same order, please remember to ship all the items in the same package. Remember also to print just one return label and book just one pick-up with DHL, otherwise you will pay twice for your return shipping.

2. Which packaging should I use to ship my return?

   You can ship your return parcel using the original packaging, as long as it is still intact and does not show signs of tampering and/or usury. If not, you can choose a different packaging to ship your return, ensuring you that it is in good condition, well sealed and can handle shipping.

3. Can I ship the return with a different courier?

   We are sorry but all returns shipped with a different courier of your choice or following a procedure other than the one indicated in our Returns and Refunds section, will be refused and, in any case, not refunded.

4. How can I return an order from the USA?

   For orders placed from the United States from November 21, 2025, returns must be made independently after requesting a return. You can choose a courier of your choice, at your own cost and responsibility, and send the package to:

   Roosevelt Field
   11530 Roosevelt Field Center, Unit 1055
   Garden City, NY
   USA
   
   Please make sure to follow the return request instructions before shipping, so that your refund can be processed correctly.

5. I cannot manage to book the return with DHL. What shall I do?

   1. It's very simple, just click here and choose the country from which you want to send your return. To select your country, simply click on the flag at the top right corner. 

   2. Then go to Ship and click on "Schedule a Pickup". When you are asked if you want to create a new waybill, answer NO because it is the one you have received attached in your return acceptance email after filling out the online return form.

   3. The DHL waybill number you should use is the waybill number that you may find on the label below the first barcode. Remember to enter only the numbers without any spaces in between.

   4. Enter your country prefix (for example +39 Italy) and your telephone number.

6. The courier has not shown up. What shall I do?

   In order to book a new DHL collection, contact DHL Customer Service directly providing the collection number (PRG), which was the number provided to you after your last reservation, and explain what happened and that you would like to book a new collection.

Returns general info

1. In which cases my return may not be accepted?

   Returned items in unsuitable conditions: dirty, washed, worn out or without hygiene adhesive strips and/or labels will not be refunded. If we receive items in similar conditions, we may ask you to contact a courier of your choice to organize a pick-up and ship it back to you. In any case we cannot guarantee a refund.

2. Can I return swimwears and/or accessories?

   The health and safety of our customers and the respect of our employees are extremely important for us, that’s why we inform you that we will not accept returns of dirty swimwear, without hygiene adhesive strips and/or labels, or accessories and jewellery off its original packaging.

3. Can I return an item purchased online in a Subdued store or vice versa?

   Unfortunately due to fiscal reasons, it is not possible to exchange items bought in the Online Shop in a Subdued store, or vice versa. The only way to exchange an item purchased online is to ask for a return by visiting our Return & Refunds section and make a new order with the correct item.

4. When will I be refunded? How can I know if the return has arrived?

   Remember to keep the waybill code you used when you booked the return and enter it on our section Order status. Your return will be processed and refunded within approximately 10 working days after the arrival at our warehouse. You will receive a confirmation email after the refund process is complete.
   Please note that returns sent from outside the European Union will be delivered to our Hub in the Netherlands within 3-4 working days, and will then be shipped to our warehouse in Italy within 10 working days.

5. Will return times be extended for Christmas?

   Yes! For all orders placed between 24/11 and 18/12, the return request period will be extended until 10/01, with the possibility to return the items to the warehouse by 10/02.
   Please note that returns after these dates will not be accepted and a refund cannot be guaranteed.

Items and restock information

1. Is there a size guide?

   Sure! You can see it by clicking in the specific section at the bottom left part of the Homepage or within each product page. We also remind you that measurements you can see on our Size Chart are referred to the person and not to the item you will receive with your package and that the measurements might slightly vary depending on the specific product.

2. Are the sizes Italian or European?

   The sizes you see on our website correspond to the sizes of the Country you are surfing from, or of the shipping Country you have selected in the right top of the page. For some jeans instead we follow American waist sizing.

3. How will I know when an item will be back in stock? 

   Unfortunately we do not know if and when the item you are looking for will be back in stock. Anyhow missing items and sizes are restocked three times a week in the afternoon, according to their availability in our warehouse. Therefore we suggest that you check the availability of items every Monday, Wednesday and Friday after 5:00 pm CET.

E-Gift Card

1. I want to buy an E-Gift Card. How can I do it?

   You can find the e-Gift Card in each category of our site or by clicking here. Remember that it can only be used online and that it can only be used with the e-mail address of the recipient to whom it was sent. For this reason, at the time of purchase, be careful to correctly write the e-mail of the person whom you want to give it to. 

2. I purchased a Gift Card at the store. Can I spend it online?

   Sorry, it is not possible to spend Gift Cards purchased in stores online and vice versa. For more further information contact the store where you want to purchase.

3. I purchased an E-Gift Card but I have not yet received the confirmation e-mail. Why?

   As soon as the purchase is completed you will receive the order confirmation e-mail. The e-Gift Card code will be sent to the recipient by e-mail as soon as the order is confirmed. We suggest that you also check in the spam/junk box. If several days have passed and you have still not received any confirmation e-mail, please contact our Customer Care.

4. I can't pay with the e-Gift Card. What should I do?

   You have 2 options for using your e-Gift Card:

   1. You can redeem it and link it to your account by converting it into Online Store Credit
   2. Alternatively, you can enter the code of your e-Gift Card as a payment method in "Apply Gift Card" at checkout.

   If you still have doubts visit our e-Gift Card.

5. The code of the e-Gift Card does not work. Why?

   The e-Gift Card can only be used with the receiver’s e-mail address that was used at the time of purchase. Make sure you're using the same e-mail address. If you still have problems, please contact our Customer Care.

6. How do I know the unused credit of my E-Gift Card?

   You can view the remaining balance of the e-Gift Card once at checkout by selecting "Online Store Credit" as the payment method. If, on the other hand, you have not redeemed it and / or you have used it previously, just enter the code of your e-Gift Card at checkout in "Apply Gift Card" and click on "view balance"

Click & Collect (Available at Selected Stores)

1. I placed an order and chose to pick it up in-store. How can I track it?

   As soon as your order is shipped, you will receive an email with the DHL Express tracking number. Once it has been delivered to the store, you will receive a second email with instructions and the pickup times.

2. I selected the wrong store for pickup. What should I do?

   If you selected the wrong store for your order pickup, please contact Customer Service at infosubduedshop@subdued.com.
   Please note that you can change the pickup store only if the service is available at other locations, but you cannot switch from in-store pickup to home delivery. Also, the pickup location can only be changed if your order has not yet been shipped.

3. How long do I have to pick up my order in store?

   You have 10 calendar days from the date of delivery of your order to pick it up at the store you selected during the purchase.

4. How do I pick up my order in store?

   To pick up your order in store, simply show the email with the subject “Your order is ready for pickup!” that you received at the email address provided at checkout. Please remember to bring a valid ID, otherwise we will not be able to release your order.

5. What if I can't pick up my order within 10 days?

   If your order is not picked up within 10 calendar days from the delivery date, it will be returned to our warehouse and we will issue a refund to your original payment method. Please note that in this case, the original shipping costs will not be refunded. For more information, please refer to the Shipping Costs section.

6. I want to request a return for an order I picked up in-store. What should I do?

   Please go to the Returns and Refunds section and follow the instructions provided. Your return will be processed and refunded within approximately 10 business days from the arrival at our warehouse. You will receive a confirmation email once the refund has been completed. Please note that it is not possible to return your order to the store where you picked it up or to any other Subdued store. Also, the original shipping costs are not refundable in the case of a partial return. For more details about costs and refund procedures, please refer to the Shipping Costs section.

7. How long do I have to request a return for an order picked up in-store?

   You have 30 days from the order shipping date to request a return. After this period, the return may not be accepted. Please note that once you have submitted the return request online, you have a maximum of 30 days to allow us to physically receive the shipment at our warehouse.

Ask our customer service