Return Request
Refunds and Exchanges


REFUNDS
FREE RETURN SHIPPING LABEL FOR CONTINENTAL USA ORDERS ONLY
(EXCLUDES ALASKA AND HAWAII)

Refunds are accepted for the following reasons:

  • Defective Item (not damaged during shipment)
  • Not the item ordered
  • Not the size or color ordered

To initiate your refund please contact us within 30 days of receipt to receive a refund authorization. If your reason for a refund is not listed above, please let us know. After your refund is approved, we'll email you a free prepaid return shipping label. Ship your item to us with the original packaging, labels, and item tags. Include a note with the word REFUND, your order number, name, and address. Also let us know if you will be receiving STORE CREDIT or a REFUND.

We are sorry but we are not responsible for items damaged during shipment. We are not able to provide a return shipping label for orders created outside the continental United States.

LOST, STOLEN, OR DAMAGED?
NO PROBLEM.

SHIPPING PROTECTION

For orders created after March 4, 2020:
By selecting Shipping Protection at checkout your order is protected from damage, loss, or theft. In the unfortunate case that your order never arrives or is broken upon arrival, visit our SHIPPING PROTECTION PAGE  to file a claim.

After approval, we will send you a replacement or fully reimburse you for the cost and shipping fees of the item. We are excited to offer this service to you and we highly recommend you use Shipping Protection at checkout.

NOTE: If you do not check this option during checkout Nicoletta Carlone will not be liable for shipped items that are lost, damaged, or stolen.

ROUTE SHIPPING INSURANCE
For orders created before March 5, 2020:
By selecting Route+ at checkout your order is protected from damage, loss*, or theft. In the unfortunate case that your order never arrives or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. Route+ does not cover defects, cosmetic damage (scratches, dents, etc.), packaging errors, or unsealed items. At their discretion, Route may offer a 15-30% refund depending on the severity of the cosmetic damage.

* Claims for packages marked "delivered" by the shipping carrier must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 (20 for international) days and within 30 days from the last checkpoint. To file a claim or get more information please visit Route.com.
EXCHANGES - YOU PAY SHIPPING


Item doesn't fit? Don't like it? No problem! Just pay shipping for the return, replacement, and the difference in price (if any). If the price of the exchange is less, we'll give you a store credit for the difference. If it's more, we'll bill you.

Exchanges are accepted with the following conditions:

  • Unworn (it's okay to try it on)
  • Include original labels and hang tags (if included with the item)
  • Include original packaging materials

To initiate your exchange please contact us within 30 days of receipt for approval. After your exchange is approved, ship your item to us with the original packaging, labels, and item tags.

You must include a note with the word EXCHANGE, name of the exchange item, your order number, name, and address. We'll send you a link to pay for the replacement shipping and price difference (if any).

SHOES
In order to receive a refund or exchange, shoes must be in unworn condition with all original packaging and boxes. The soles scratch easily, please be careful to try shoes on carpet only. A $15 damaged item fee will be deducted or charged for scuffed or scratched soles and/or for replacement box and packaging.

EARRINGS
Sorry, for health reasons earrings are not returnable.

WILL IT FIT?
While we cannot guarantee fit, we urge our customers to contact us with any specific sizing questions.

BEFORE YOU RETURN YOUR ITEM TO US
Please package items to be returned in a shipping box. The box we used to ship your order is the best choice. Returns sent without a shipping box (for example in envelopes, wrapped in paper, or with a shipping label on a shoe box) may be charged a $15 damaged item fee.

INTERNATIONAL RETURNS
We do not pay shipping for international returns.

After you complete the steps above, send your package to:

Nicoletta Carlone
9124 Beverly Blvd.
Beverly Hills, CA 90210
USA

IMPORTANT: We are unable to process your return or exchange without a prior email approval. You must include a note with your returned items that includes the words STORE CREDIT, REFUND, or EXCHANGE, your order number, name, and address. We will not be able to exchange or return your items if the above information is not included in the box. Items received without the above will not be returned to you.

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