FAQ

Orders

CAN I CHANGE OR CANCEL MY ORDER BEFORE THE SHIPPING??

Unfortunately it is not possible to change sizes and/or quantity 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 you to contact our Customer Care as soon as possible, otherwise your order will be regularly shipped.

I HAVE NOT YET RECEIVED MY ORDER. WHAT SHALL I DO?

Orders are generally processed one working day after we have received them. Unfortunately, due to the high number of purchases, orders may be delayed, and we kindly ask you to be patient. As soon as your order has been shipped you will receive an e-mail withthe DHL Express tracking number that you can use to Order status. If the tracking information is not available at once, it will be updated the same evening or on the first following working day. Click on Order status.

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.

I HAVE RECEIVED THE SHIPMENT CONFIRMATION. WHEN WILL MY ORDER ARRIVE?

In Italy and Europe orders are generally delivered within 1-2 working days of dispatch. For other destinations and further information on delivery time and costs see Shipping information section. For information about the status of your parcel or to change the delivery arrangements, contact the DHL Express customer service directly, by providing them with your DHL tracking number.

I PLACED AN ORDER BUT IT DOES NOT APPEAR IN MY ACCOUNT. WHY?

You have probably placed the order as a Guest customer, which means that you are not registered, therefore it does not appear in your account. If you already had an account when you placed your order, you probably did not log in. Or you simply created the account after placing the order. However, don't worry, you can still track your order as soon as you receive the shipping confirmation email.

I CANNOT COMPLETE THE ORDER. THE SITE DOES NOT ACCEPT THE SHIPPING DATA. (Sorry, no quotes are available…)

Before proceeding with filling your shopping cart, choose the country in which you want the order to be shipped; you will automatically be redirected to that country's store view. You can find this option at the bottom of the site under "Shipping". Here you can also choose your language.

I HAVE RECEIVED FAULTY OR WRONG ITEM, WHAT SHALL I DO?

We apologize for the inconvenience. Contact our Customer Care at ordini@subdued.com 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 (within a maximum of 60 days from the shipment of the order) we kindly ask you to send us a photo too. We will get back to you as soon as possible with information for 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.

ONE OR MORE ITEMS ARE MISSING IN MY ORDER. WHAT SHALL I DO?

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


Return

I WANT TO RETURN AN ITEM. WHAT SHALL I DO?

Go to Return & refunds and follow the guidelines. Once your return request has been accepted, you will receive an email confirmation with attached the return label you have to print and put 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.
In the “Return & exchanges you must write:
  • Your Order ID and that is the order number that you’ll find in all the confirmation emails you have received (remember not to enter #)
  • Your surname (the surname you wrote when ordering)
  • E-mail address and postcode (that you wrote when ordering)

HOW MANY DAYS DO I HAVE TO RETURN AN ITEM?

You have 15 days from when the order has been dispatched. After this deadline, your return may not be accepted. We remind you that as soon as your return request has been placed, you have a maximum of 30 days to allow us to receive your return parcel in our warehouse.

CAN I RETURN MY ORDER AFTER THE DEADLINE?

We do not accept return parcels after the deadline, except for the case of mistakes notified to our Customer Care on time. If you ship your return parcel after the deadlines, 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.

IN WHICH CASES MY RETURN MAY NOT BE ACCEPTED?

Returned items in unsuitable conditions: dirty, 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.

CAN I RETURN SWIMWEARS AND/OR ACCESSORIES?

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

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 visiting our Return & refunds section and make a new order with the correct item

I DID NOT RECEIVED THE DHL EXPRESS RETURN LABEL. WHAT SHALL I DO?

The DHL Express return label will be sent to the customers who choose to use our ensured return service with DHL Express. If you did not receive it, please visit our Return & refunds section, follow the procedures indicated and choose DHL Express as shipping method. For more shipping costs information visit our Shipping information section. In case you have already filled out the Return form online, please contact our Customer Care.

CAN I SHIP THE RETURN WITH A DIFFERENT COURIER?

Sure! In this case, however, you will be fully responsible for both the costs and the return shipment and for any failure or late delivery to Osit Impresa.

WHEN WILL I BE REFUNDED? HOW CAN I KNOW IF THE RETURN HAS ARRIVED?

If you have chosen our DHL Express courier for your return and want to track it, remember to keep the waybill code you used when you booked the return and write it on Order status. Your return will be processed and refunded within approximately 10 working days of arrival at our warehouse. You will receive a confirmation email after the refund process is complete.

I DON'T MANAGE TO BOOK THE RETURN WITH DHL. WHAT SHALL I DO?

  1. It's very simple, just click on the following link https://mydhl.express.dhl/it/en/schedule-pickup.html#/schedule-pickup#label-reference 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.
  2. When you are asked if you want to create a new waybill, answer NO because it is the one you have received attached to the return acceptance email after filling out the online return form.
  3. The DHL Express waybill number you shall use is the waybill number that you may find on the label below the barcode. Remember to enter only the numbers without spaces.
  4. Enter the country code (for example +39 Italy) and your telephone number.

THE COURIER HAS NOT SHOWN UP. WHAT SHALL I DO?

In order to book a new DHL collection, contact DHL Express customer service directly by providing the collection number (PRG), which was the number provided to you after your last reservation, explain to them what happened and that you want to book a new collection.

I HAVE LOST DHL'S RETURN LABEL. WHAT SHALL I DO?

Contact Customer Care! Click on Contact us.


E-Gift Card

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 can only be used with the e-mail address of the recipient to whom it was given. For this reason, at the time of purchase, be careful to correctly write the email of the person whom you want to give it. .

I PURCHASED A GIFT CARD AT THE STORE. CAN I SPEND IT ONLINE?

Sorry, it is not possible to spend Gift Cards purchased online in stores. For more further information contact the shop where you want to do your purchase.

I PURCHASED an e-GIFT CARD BUT I HAVE NOT YET RECEIVED THE CONFIRMATION E-MAIL. WHY?

As soon as the purchase is complete you will receive the order confirmation email. The e-Gift Card code will be sent to the receiver by e-mail one working day after the purchase. We suggest that you also check in the spam / spam box. If several days have passed, please contact Customer Care. Click on Contact us

I CAN'T PAY WITH THE e-GIFT CARD. WHAT SHOULD I DO?

You have 2 options to be able to use your e-Gift Card:

  1. You can redeem it and link it to your account by transforming it into Online Store Credit
  2. Or 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.

THE CODE OF THE e-GIFT CARD DOES NOT WORK. WHY?

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

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"


Covid-19 Emergency

ARE YOUR STORES OPEN? CAN I BUY IN STORE?

Our stores will gradually reopen based on the decrees of each country. However, to protect the safety of our customers and staff, access will be regulated. For more information, please contact your local Subdued store or the store where you want to shop. You can find the complete list in the Stores section.

I HAVE A VOUCHER PURCHASED IN STORE BUT NOW THE STORE IS CLOSED, WHAT SHALL I DO?

Given the particular situation we are experiencing, the time for spending vouchers and Gift Cards will certainly be extended. We suggest that you directly contact the store where you have purchased for further information, as soon as it will be opened again. You can find the complete list and contacts of our stores in the "Stores" section of our subdued.com website.

I WANT TO CHANGE AN ITEM PURCHASED IN STORE BUT NOW THE STORE IS CLOSED, WHAT SHALL I DO?

Given the particular situation we are experiencing, the time for returns and exchanges will certainly be extended. We kindly ask you to keep the garments with the labels and its receipt, in order to be able to do your return procedure at the end of this emergency period. We suggest that you directly contact the store where you have purchased for further information, as soon as it will be opened again. You can find the complete list and contacts of our stores in the "Stores" section of our subdued.com website.


Custom Duties

MY COUNTRY IS OUT OF EUROPEAN UNION. WILL I BE CHARGED CUSTOMS DUTIES FOR MY ORDER?

If your Country is out of European Union, custom duties may be applied randomly or according to your order amount. Unfortunately customs duties do not depend neither on the courier and nor on the seller. These fees are calculated from each country, according to their Regulation and the total value of the items that actually are in the parcel, and written in your invoice.

I WANT TO MAKE A RETURN BUT MY COUNTRY IS OUT OF EUROPEAN UNION. WILL I BE CHARGED CUSTOMS DUTIES FOR MY RETURN?

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