Return & Exchanges

If for any reason clients are not satisfied with an order, the items can be returned for size exchange, store credit or refund within 28 days of the order’s delivery date. Returns outside this timeframe may be accepted at the discretion of UPTOANI and may only be refunded as a store credit.

The label Tag must still be intact and attached to returned items.

RETURN/EXCHANGES INSTRUCTIONS

Please use the provided Pre-Printed Return Label placed inside of the parcel.

STEP 1:

For returns or exchanges, please login into  your account, find the order you wish to return and click the return items link. 

If you don’t have an account please click on ‘Returns' portal located on the website's main menu.

STEP 2:
Select the item(s) you wish to return or exchange and choose a reason. You must complete this step in order to generate the returns. Only one prepaid label is provided for each order.

Once completed, UPTOANI will send a confirmation email, with the return authorization number, the instructions for the return shipment.

STEP 3:

Place your item(s) in the original packaging and attach the PRE-PAID return label to the outside of the parcel making sure you remove any original shipping labels.

For handing over your parcel to DHL, you can either drop your parcel off at a DHL store, (see locator.dhl.com for the one nearest to you), or arrange a pick-up at: https://mydhl.express.dhl/index/en.html

When arranging your pickup, you will need to provide the Waybill number shown on your label. You can find it below the first barcode.

STEP 4:

Depending on whether your request is a return or exchange, we will inform you about the refund approval or shipment details for your exchange as soon as we have received your returned item(s) and your request has been processed.

The return shipment is FREE when shipped using the courier provided by UPTOANI. If the return package is shipped using a different courier than the one provided, all consequent costs will be the client’s responsibility.

Returns must be shipped within 28 days of the order’s delivery date.

 TYPES OF RETURNS

1.Size Exchange

  • We can only exchange non-faulty items that are in their original condition, have not been worn, altered or washed, and have all tags still attached. Please make sure to include all item boxes and dust bags with your return.
  • It is only possible to exchange the same item for a different size or colour. We cannot exchange items for a different item or a different colour that is not available for that specific product.
  • Please be aware that we can only exchange the same item for a different size once.
  • Merchandise must be returned in one parcel – we reserve the right to refuse multiple returns from one order sent at different times.
  • Exchange shipments must be made using the same service as for the original delivery (DHL or Fedex).
  • We can only accept exchanges from the country to which an order was originally shipped, for example, orders delivered to Italy must be returned from Italy. Otherwise, the exchange is unfortunately not free of charge (import and shipping fees will be charged at your own expense).

 2.Refund Condition 

  • Refunds will be processed as soon as returned items have been checked and accepted by UPTOANI.
  • You can choose to receive your refund either as store credit to your account on UPTOANI or back to the original payment method. Your refund will exclude the initial delivery cost.
  • For orders paid by Credit Card, the refunded amount will be available to Clients in roughly 10 days and within their next billing statement. Processing time may vary depending on the Credit Card Company.
  • Orders paid by PayPal or by Bank Wire Transfer will be refunded to the original account.
  • Refunds will be issued in the same currency as the original purchase. Any differences in the amount refunded are due to exchange rate fluctuations and will not be reimbursed.
  • Items must be returned in their original condition, without having been worn, washed or altered, and with tag still attached. Please make sure to include all item boxes/bags with your return.
  • Uptoani reserves the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition.
  • Only one prepaid label is provided for each order, therefore all goods must be returned in the same parcel.
  • Depending on your location, the courier service that delivers your order may differ to the delivery partner who collects your return
  • In the case that the return shipment requires pickup or the payment of any added fees, UPTOANI reserves the right to refuse returns sent with a different courier than specified in the confirmation email.
  • We can only accept returns from the country to which an order was originally shipped, for example, orders delivered to Germany must be returned from Germany. Otherwise,  the return is unfortunately not free of charge (import and shipping fees will be charged at your own expense).
  • When returning items that arrived in separate parcels, please carefully pack them into their original packaging. Kindly use the individual labels for each parcel.
  • UPTOANI reserves the right to refuse returns that are unauthorized and/or not sent in accordance with the Return Policy detailed on the website. In the case of unauthorized or non-standard returns, the merchandise will be returned to the shipping address specified in the original order. If an unauthorized return is accepted, UPTOANI will deduct a 10% administrative/re-stocking fee from the refund.
  • Please follow attentively all given instructions. Make sure to print and use the pro forma invoice and shipping label that are provided. If the instructions are not followed correctly or if the provided documents are not used, Customs may apply import fees. These fees will be the Client’s responsibility and will be deducted from the refund.

 

 

Note: In the event of any inconsistency, discrepancy or divergences of interpretation between the English version and any other language versions of this publication, the English language version shall prevail