Return Policy
Our return policy applies to all the items in our online catalog that have not been personalized or made-to-order for you (
).
When you return your items, you have three options:
- Return your purchase in exchange for new items
- Ask for a store credit
- Ask for the reimbursement of the original price
Please note that we will refund the return shipping charges and the taxes and duties charged by Italian Customs on return goods only if the items are incorrect or damaged.
In case of reimbursement, we will refund your credit card within 10 days of receiving the items. We’ll notify you of your reimbursement via e-mail once we’ve received and processed the return. If you ask to exchange your item, we will let you know the availability of the new product. The store credit is immediately effective once the return has been processed.
To apply for your favorite option, please follow this simple procedure.
You are not happy with the items you have purchased
You can return any purchase within 14 days without providing a reason, in accordance with European Union regulations.
Please contact us within 14 calendar days of receiving the items. When contacting us, please provide your name, order number, and product code. We will then give you clear and simple instructions.
The items you have received are damaged
- Inspect all deliveries upon arrival, if possible, and make written notes of any damage or discrepancies on the Delivery Receipt.
- Please, always sign the delivery receipt as “subject to inspection for concealed damage.”
- If inspection upon arrival is not possible, please immediately inform the courier of any damage and provide the shipment reference number. You can find the courier's customer service contacts on the courier's website or the delivery receipt. Please retain the original packing material for potential inspection.
Important: We will not accept returns for damaged goods unless the Customer has filed a claim with the relevant carrier. - Contact us within 24 hours of receiving the merchandise. Please provide your Name, Order Number, Product Code or description of the damaged items. Attach detailed pictures of the damaged items and the packing material when contacting us.
- Do not ship the damaged items back until we provide you with proper instructions.
The items you have received are incorrect
Please contact us within 14 calendar days of receiving the items. When contacting us, make sure to include your name, order number, and product code for the incorrect items. Clearly describe the issue with your items, and we will provide you with clear and simple instructions. You might also be requested to send us some pictures of the incorrect items.
Please note that no returns will be accepted if not previously agreed upon with us.
thatsArte.com does not accept the following returns: any incorrect item that has obvious signs of use, any incorrect item not returned in the condition it was received, personalized items, bespoke goods, items purchased from sellers other than thatsArte.com.
If, after reading this information, you feel that the amount of your refund was incorrect, please contact us.
After we receive your return and confirm that all of the requirements have been met, you will receive a confirmation e-mail. As soon as your return has been accepted, we will instruct our bank to issue the corresponding refund to the Credit/ Debit Card you used to place your order.
Please consider that processing times may take up to 10 days. Once your refund has been issued, the time for the amount to show on your Card Statement will vary depending on your Card Company’s policies.
If your payment has been made via PayPal, we will issue the corresponding refund on your PayPal account.
The refunded amount will be visible within 24 hours. The actual reimbursement to the card associated with your PayPal account depends on the Company that issued the card.