Returns & Complaints

Returns

Hello!

The products you ordered are not quite what you expected? No problem! You have 14 days to withdraw from your purchase agreement and return your order.

How to return your order in a few simple steps

1. Notify us within 14 days

You have 14 days to inform us that you wish to withdraw from the purchase agreement and return the products you purchased.

2. Let us know about your return

You can notify us in any way that is convenient for you, for example:

a. By post:
SO ITALIAN BOUTIQUE
ul. Wróblewskiego 19a
93-578 Łódź
Poland

b. By email:
[email protected]

c. By phone:
+48 512 619 619

3. Send the products back

Within 14 days of informing us about your return, please send the products back at your own expense to:

SO ITALIAN BOUTIQUE
ul. Wróblewskiego 19a
93-578 Łódź
Poland

Please include a completed return form in the parcel. You may use our Return Form for this purpose.

Remember to pack the products securely to prevent damage during transit. We would appreciate it if you could use the original packaging and protective materials whenever possible.

4. Convenient Returns Service

You may also use the Convenient Returns platform to send your parcel back to us:

https://wygodnezwroty.pl/soitalian

5. Refunds

We will issue your refund within 14 days from the date you notify us of your withdrawal from the agreement.

However, we may withhold the refund until we receive the returned product or proof that it has been sent back to us, whichever comes first.

6. Products Excluded from Return

Products supplied in sealed packaging cannot be returned once the seal has been broken by the Customer.

We may also refuse a return if it is determined that the products were stored contrary to the manufacturer's recommendations and this affected their condition or properties.

7. Secure Packaging

Please ensure that returned items are packed safely to avoid damage during transportation. Whenever possible, we kindly ask you to use the original packaging and protective materials.

For more information about returns, please refer to our full Return Policy available in our Terms & Conditions.

If you have any questions, please contact us at:

[email protected]

We will be happy to assist you.

Product Complaints

How to submit a complaint

1. Contact us

You can submit a complaint in any of the following ways:

a. By post:

SO ITALIAN BOUTIQUE
ul. Wróblewskiego 19a
93-578 Łódź
Poland

b. By email:

[email protected]

c. By phone:

+48 512 619 619

We encourage you to use our Complaint Form.

2. What information should be included?

If you prepare the complaint yourself, we recommend including:

a. Your order number;

b. Information describing the issue, including the date on which the defect or lack of conformity was discovered;

c. Your preferred resolution:

• repair of the product, or
• replacement of the product;

d. If repair or replacement is impossible or would involve excessive inconvenience under applicable consumer protection laws:

• a price reduction, or
• a refund following withdrawal from the purchase agreement;

e. Your contact details;

f. The address from which the product can be collected, if applicable.

Providing the above information will help us process your complaint more efficiently.

3. Complaint processing

We will respond to your complaint as quickly as possible and no later than 14 days from the date we receive it.

For more information about the complaint procedure, please refer to our Terms & Conditions.