FAQ

Orders

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 the section Shipping information . 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 faulty or damaged item 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.

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 & exchangesand follow the guidelines. Once your return request has been accepted and the package arrives at our warehouse, you will be refunded. You will receive an email with a confirm once the refund has been made. 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 30 days from that the order has been dispatched. After this deadline, your return may not be accepted

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 in your order (the RET sticker label with barcode and waybill).
  3. The DHL waybill number you shall use is the waybill number that you may find on the label below the barcode. Remember to enter only the number 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 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 "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.

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