Shipment & Returns Policy
Sohasardinia.com ships worldwide with DHL or TNT Express. DHL and TNT Express do not deliver to P.O. Boxes. Your order can be sent to an address selected by you (home, work, etc.) – but never a PO Box. We usually ship within 24 Hours for most items and up to 72 hours for specific ones. Dispatch times are always clearly advertised at time of purchase. Delivery times are usually 2-3 working days from dispatch for deliveries in the European Union and the USA and 3-5 working days for most other countries. Please read the subsequent sections for more detailed information.
COST OF SHIPPING
As standard, shipment costs include Express service, Transport Costs, Tracked shipment and signed-for delivery to ensure safety of the goods. We offer FREE shipping in the European Union for all €60 and above purchases for all orders placed on our website.
Once the order has been shipped, Clients receive an E-mail from sohasardinia.com specifying the tracking number and a direct link to DHL or TNT Express to monitor the shipment status. In the event of delays in Customs, Clients will be notified directly by DHL or TNT Express.
As per International Laws regulating Commerce and Trade of imports and exports, all sohasardinia.com orders are shipped out of Cagliari, Italy with an official invoice declaring the exact total of merchandise purchased in Euros (or its equivalent in dollars or sterling). It is not possible in any way to declare lower values or items as gifts because it is illegal as per international import regulations.
WHEN DO WE DELIVER?
Please note that we aim to dispatch all orders within 24 hours for most items and up to 72 hours for specific ones, unless specifically stated on our website. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Sohasardinia.com is not responsible for any delays caused by destination customs clearance processes. We are unable to redirect orders once items have been dispatched. All orders require a signature upon receipt. Orders are shipped from SohaSardinia.com in Cagliari, Italy from Monday to Friday from 16:00 p.m.– 18:00 p.m. (CET). Orders placed Friday evening, Saturday, or Sunday will be processed on Monday. During national holidays, clients will be informed in case of any delay. In all cases, Sohasardinia.com reserves the right to delay a shipment if the order is not able to be shipped for reasons beyond our control.
Orders with available merchandise placed before 11:00 a.m. (CET) are processed and shipped the same day from sohasardinia.com in Cagliari, Italy. Orders placed after 11:00 a.m. (CET) are processed the same day and shipped the next day, from Monday to Friday from 16:00 p.m.– 18:00 p.m. (CET). Orders placed Friday evening, Saturday, and Sunday will be processed on Monday. In all cases, sohasardinia.com reserves the right to delay a shipment if the order is not able to be shipped for reasons beyond our control. Order shipping times are provided as guidelines only, and do not take into account possible delays caused by payment authorization etc.
TAXES & DUTIES
Taxes and Duties are calculated according to your shipping address and shipments can be DDP (Delivery Duty Paid) or DDU (Delivery Duty Unpaid). Are considered DDP countries all the EU countries: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, United Kingdom, Slovakia, Slovenia, Spain, Sweden, Hungary. Shipment to these countries is charged with Italian VAT. All prices listed on the website are VAT incl. DDU (Delivery Duty Unpaid) shipment is provided for extra EU countries: Shipments outside of the European Economic Community are exempt VAT (Italian Value Added Tax) but are subject to all import duties, customs and local sales taxes levied by the country clients is shipping to. Payment of these DDU fees is at the sole responsibility of the Client as required by the INCOTERMS 2010. Payment of these DDU fees is necessary to release your order from customs on arrival. Please note Australian orders under 1000 AUD are not charged with any Taxes and Duties.
Clients are asked to inspect the box carefully before signing for the delivery. If for any reason, the box looks tampered with, either sign for the package with reservations or refuse the package. In the event, that the box has been signed for with an unauthorized signature or there is evidence that the package has been tampered with, open a claim immediately with the local DHL Office or TNT Express office and contact Sohasardinia.com customer service (email@example.com).
If the package is not successfully delivered to the Client’s address due to a lack of cooperation from the client (wrong telephone number, wrong address, absent at address, non-compliance with import regulations) as per the sohasardinia.com commercial agreement, the package may risk being sent back to Italy at the Client’s expense including any import fees, shipment costs and storage costs that may be assessed upon re-entry to Italy. These fees will be deducted from any eventual reimbursement. In addition a 10% of re-stocking fee will be deducted from the reimbursement itself. The administration office will process this operation within 30 days after having receiving back the package. Sohasardinia.com reserves the right not to ship packages to any address that may be considered suspect. If you have enquiries regarding these matters, please fill free to contact our customer service.
RETURN & EXCHANGES
If for any reason Customers are not satisfied with an order we are happy to accept return of item(s) purchased from our website within 15 days of receiving it (them) for a size/merchandise exchange or refund or store credit.
HOW TO RETURN AN ITEM
Email firstname.lastname@example.org to request an Authorization Number within 15 days of receiving your purchase. Please let us know if you wish to receive a different size/merchandise exchange or refund or store credit. Once you have requested your Authorization Code, items must be returned within 15 days of receiving this. Please complete the return tag attached with your item writing the Auth Number and the reason of your return.
Please note that Soha is not responsible for items not returned via DHL or TNT Express. Address to return the goods is: Soha Sardinia SRL, Vico II Sulis 18, Cagliari 09 124 - ITALY. We advise you to return items via DHL or TNT Express service to ensure that they are protected and insured during transit. Please note that we may not accept liability for goods that are not returned via of our preferred partners. Returns outside these timeframes may be accepted at the discretion of Sohasardinia.com and may only be refunded as a store credit. Pick-ups for all authorized returns must originate from the same country of the original shipment.
First Return shipment is always FREE.
The customer can choose from 3 types of compensation:
Product exchange: It is possible to change the product only for a different ring size of the same article, if available. It is not possible to change the product with a different item.
Store Credit: the whole amount of the order will become a store credit. Store Credit can be used only once within 90 days of issuance. Store credit cannot be used in conjunction with other promotions or offers. Store Credit cannot be requested for return during Sale time.
Refund: For orders paid by credit card the amount will be visible credit card statement of the customer after a minimum of 30 days from the date of redemption. Timing may vary slightly depending on the banking system's credit card utilized. For orders paid with Paypal, the amount will be returned to the original account. A 10% restocking fee will be deducted.
HOW TO RECEIVE A REFUND
Once the return has been approved (all the conditions written in the return tag must be followed), you will receive your refund via the same means used to make your purchase or in other way decided by the customer (example: store credit). Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this. Returns for refund are partial. Any eventual import fees (for packages sent from outside of the EU) are at the client’s expense and will be deducted from the final refund. Furthermore a 10% re-stocking fee will be deducted from the total order amount. Outside the EU, customs duties and sales taxes are non-refundable through sohasardinia.com. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
RETURN TERMS AND CONDITIONS
Item(s) cannot be worn or altered in any way. The returned item(s) must be in the same condition as sent, packaged in an orderly fashion and have all original tags etc. Items that were sent with original boxes must be returned in these boxes which cannot be used, damaged or altered in any way. In the case of defective or incorrect merchandise, clients must follow the instructions above. Sohasardinia reserves the right to request photographic support regarding defective or incorrect merchandise before authorizing a return for full reimbursement of shipping and import fees. Items that have any sign of use or wear will be returned to the client at client expenses. All authorized returned merchandise is subject to re-entry inspection at the sole discretion of sohasardinia.com. Based on the condition of the return in case of non-compliance with the Return Policy all shipping costs will be deducted from the final refund. Refund for returns that do not follow these conditions can take 30 days to be processed. If an unauthorized return arrives to Soha Sardinia or the product is damaged or altered in any way, the return will not be accepted and the merchandise remains available to the customer.