Return & Exchanges
At UPTOANI, we aim to ensure every piece meets the highest expectations. Should you wish to return or exchange an item, the process is simple and straightforward.
If for any reason clients are not satisfied with an order, the items can be returned for size exchange, store credit or refund within 28 days of the order’s delivery date. Returns outside this timeframe may be accepted at the discretion of UPTOANI and may only be refunded as a store credit.
Items must be returned with the original label tag still attached.
RETURN/EXCHANGES INSTRUCTIONS
Please use the prepaid return label provided inside your parcel. The courier will be indicated on the label (DHL or FedEx).
STEP 1
For returns or exchanges, please log into your account and locate the order you wish to return.
If you don’t have an account please click on the Returns portal located on the website’s main menu.
STEP 2
Select the item(s) you wish to return or exchange and choose a reason.
You must complete this step in order to generate the return request. Only one prepaid label is provided for each order.
Once completed, UPTOANI will send a confirmation email with the return authorization number and the instructions for the return shipment.
STEP 3
Place your item(s) in the original packaging and attach the prepaid return label to the outside of the parcel and make sure any previous shipping labels are removed.
For handing over your parcel, depending on the courier indicated on your return label (DHL or FedEx), you may either:
• Drop off your parcel at the nearest service point of the courier indicated on the label
• Or arrange a pick-up directly with the courier
For DHL shipments, you can either drop your parcel at a DHL service point (see locator.dhl.com for the one nearest to you) or arrange a pickup at:
https://mydhl.express.dhl/index/en.html
For FedEx shipments, you can either drop your parcel at a FedEx location or schedule a pickup at:
https://www.fedex.com/pickup
When arranging your pickup, you will need to provide the Waybill number shown on your label.
UK RETURNS
For returns shipped from the United Kingdom, customers must also include the required customs documentation. Please print and attach the commercial return invoice provided by UPTOANI, together with the return label, to avoid customs delays or additional charges.
If the required customs documents are missing, incomplete or not used correctly, customs duties, import VAT, clearance charges or delays may apply. Any such charges will remain the customer’s responsibility and may be deducted from the refund where applicable.
STEP 4
Depending on whether your request is a return or exchange, we will inform you about the refund approval or shipment details for your exchange as soon as we have received your returned item(s) and your request has been processed.
The return shipment is FREE when shipped using the courier provided by UPTOANI (DHL or FedEx).
If the return package is shipped using a different courier than the one provided, all consequent costs will be the client’s responsibility.
Returns must be shipped within 28 days of the order’s delivery date.
TYPES OF RETURNS
1. Size Exchange
We can only exchange non-faulty items that are returned in their original condition.
Items must:
• Not have been worn, washed, altered or damaged.
• Have the original label tag attached.
• Be returned with all original packaging, boxes and dust bags.
Please note:
• Exchanges are only possible for the same item in a different size.
• We cannot exchange items for a different product or colour.
• Only one exchange per item is permitted.
• Items must be returned in a single parcel.
• Exchanges must use the same delivery service used for the original shipment.
We can only accept exchanges from the same country where the order was originally delivered. For example, orders delivered to Italy must be returned from Italy.
If the return is shipped from another country, import duties and additional shipping costs may apply and will be charged to the customer.
2. Refund Conditions
Refunds will be processed once returned items have been received, inspected and approved.
Customers may choose to receive their refund as:
• Store credit to their UPTOANI account.
• Refund to the original payment method.
Please note:
• Original shipping costs are non-refundable.
• Refunds will be issued in the same currency as the original purchase.
• Any differences due to exchange rate fluctuations cannot be reimbursed.
For orders paid by credit card, refunds are usually processed within approximately 10 business days after approval and may appear on the next billing statement depending on the credit card provider.
Orders paid by PayPal or bank transfer will be refunded to the original payment account.
RETURN CONDITIONS
Returned items must:
• Be in perfect original condition.
• Show no signs of wear, use, damage, perfume, deodorant or makeup stains
• Include all original packaging and labels.
UPTOANI reserves the right to refuse any return that does not comply with the return policy.
Only one prepaid return label is provided per order, therefore all items must be returned in the same parcel.
UPTOANI is not responsible for items lost or damaged during return transit if the prepaid return label provided is not used.
ALTERNATIVE RETURN METHODS
To ensure your return is protected under our returns policy, we strongly recommend using the prepaid return label provided.
If you choose to send the return using an alternative courier or from a different location, please note that:
• Additional shipping or customs charges may apply.
• Your return may be delayed due to customs clearance
• We may be unable to process the refund if the return is not sent from the original delivery country.
RETURN ADDRESS
UPTOANI DI FIORONI MATTIA
Via Astino 97
24129 Bergamo
ITALY
Note: In the event of any inconsistency, discrepancy or divergences of interpretation between the English version and any other language versions of this publication, the English language version shall prevail
