FREE RETURN SHIPPING LABEL FOR CONTINENTAL USA ORDERS ONLY
(EXCLUDES ALASKA AND HAWAII)
Refunds are accepted for the following reasons:
- Defective Item
- Not the item ordered
- Not the size or color ordered
To initiate your refund please use the form at the bottom of this page within 21 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 your order number, RMA, name, and address.
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?
Nicoletta Carlone is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be 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.
We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.
* 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. For 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 use the form at the bottom of this page within 21 days of receipt to receive an exchange authorization (RMA). After your exchange is approved, ship your item to us with the original packaging, labels, and item tags.
Include a note with the name of the exchange item, RMA, order number, name, and address. We'll send you a link to pay for the replacement shipping and price difference (if any).
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.
The system will allow you to create an Exchange or Return but will not supply a return shipping label. After you complete the steps below, send your package to:
9124 Beverly Blvd.
Beverly Hills, CA 90210
- Enter order number in box: Enter Order ID
- Enter email address used to create your order in the box: Enter Your Email
- Click the button ✓ Lookup
2 - ORDER DETAILS
- Click the button ✓ Create Request
3 - SELECT PRODUCTS TO RETURN
- Check the box next to the item(s) you’re returning.
- Select RETURN REASON from the drop-down menu. (if you select "Other" please specify by adding reason in "Customer Note:" - Feel free to be honest as it helps us improve our product and prevent future problems.)
- Select RESOLUTION TYPE - Refund, Exchange, or Store Credit - from the drop-down menu (if you select Exchange - please specify new size, color, or exchange for same by adding to "Customer Note:")
- Check the box "I accept the Terms & Conditions". Click "Submit Request"
WHAT HAPPENS NEXT?
- REFUND: If you asked for a refund we will email a prepaid return shipping label.
- EXCHANGE: Ship your items to us as soon as possible.