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 the reason for your refund is not listed above, please let us know. After your refund is approved, we'll email you a free prepaid return shipping label for continental USA orders only (excludes Alaska and Hawaii). You'll need to pay for return shipping if you live outside the continental USA. 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.
If you do not include this information your refund may be delayed.
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.
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.
Item doesn't fit? Don't like it? No problem! We'll exchange it. Just pay return shipping 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 send a link to make a payment. We'll also send a link to pay for shipping the replacement to 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
If you do not want to exchange the item we'll issue a store credit for the purchase price minus shipping.
EXCHANGE OR STORE CREDIT?
Please include a note with your return to indicate you would like an EXCHANGE or STORE CREDIT, name of the exchange item, your order number, name, and address. If you do not include this information your exchange or store credit may be delayed.
To initiate your exchange or store credit please contact us within 30 days of order receipt for approval. After your exchange or store credit is approved, ship your item to us with the original packaging, labels, and item tags.
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.
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.
We do not pay shipping for international returns.
After you complete the steps above, send your package to:
9124 Beverly Blvd.
Beverly Hills, CA 90210