FULL POLICY
1. Placing an order
1.1 Terms of Service
By placing an order on Dellamoda.com, or through any other sales channel of Dellamoda, you are agreeing to adhere unconditionally to all company policies.
1.2 Special Requests
Should there be any special requests regarding any order (gift wrapping, processing time, etc.), the client is required to specify the request either in the orders notes, or to any of our customer support channels (see section 9).
1.3 Processing Time
All orders will generally have a processing time of 0-3 business days. Some products may be subject to processing times of 3-10 business days.
1.4 Cancellations
All order cancellations must be requested within 24 hours of the time the order was placed by the end-customer. All cancellations outside of this window will be subject to a 15% processing fee.
1.5 Order Updates
Our team will update you within the processing window if any product in your order is subject to custom fulfillment status (see section 5 and 6).
1.6 New Clients
All new clients are required to go through our verification process. This process is designed to protect you, the card member, as well as us, the merchant. Please be available to speak to our verification team members over the phone or respond to their email inquiry at your best convenience. Ignoring this may result in the cancellation or delay of your order’s shipment.
1.7 Sizing
All clients are expected to understand the sizing of the merchandise and are therefore responsible for choosing the item and size that they would like to purchase. We at Dellamoda are not responsible for any size recommendations given and cannot be held accountable for how any shoe styles fit/run.
1.8 USA Orders
We can only ship merchandise to the billing address that is confirmed matching via your payment method’s banking institution. All information will be verified before we process any order. This is for your safety and is required by all credit card companies. If this information does not match, your order will not be processed. Your cooperation with our agents will help expedite this process. If you need to ship to any alternate address than your verified billing address, you may contact the banking institution associated with your card and add that address as an alternate address to your card member account.
1.9 Sales Tax
Sales tax will be charged for purchases being shipped to California only. No sales tax will be charged on the purchase of a Gift Certificate.
1.10 Customer Responsibility
We are not responsible for any interest or fees accrued on your payment method in regards to any purchases, refunds, exchanges and/or returns.
1.11 Layaway
To place merchandise on layaway you must make a non-refundable down payment of 10% or $100.00 USD (whichever is greater).
1.11.1
We do not accept layaway requests for merchandise under $100.00.
1.11.2
The remaining balance is due within thirty (30) days or the merchandise will be taken off of hold and placed back onto the website to be available for sale.
1.11.3
Any partial payments made towards the balance of an order is Non-Refundable. All incomplete payments may be refunded to store credit to be used on Dellamoda.com.
1.12 Coupons
You are unable to stack coupons. Only one coupon may be used per order. A coupon can not offer discounts greater than 50% off of the price on the item in which it was used to purchase it. Example, a $100 discount coupon may not be used to purchase a $125 item,
1.12.1
We have no affiliation with any third-party websites offering coupons for Dellamoda.com
1.12.2 Returns and discounts:
Order and item discounts may be subject to recalculation upon the return of any merchandise involved with any sale.
1.12.3
Our promos are limited time opportunities to get extra discounts on select items. We reserve the right to end any promo at ANYTIME. We will honor any new sale prices that occur within five (5) days after your purchase.
1.13 Gift Certificates
All Gift Certificate purchases are final. The Gift Certificates will never expire.
1.13.1
Any returns on items purchased with a Gift Certificate are only eligible for Store Credit (See Article 6.3 - Store Credit) which will be given in the form of a Gift Certificate.
1.14 Authenticity
Everything sold by Dellamoda is 100% Authentic and may be verified with the Manufacturers.
1.15 Payment
The payment methods we accept are as follows: VISA, Master Card, American Express, Discover, and or Bank Wire. You may email us to request to pay for your order by Bank Wire, we will then provide you with the required information.
1.16 Chargebacks
Any customers/clients that issue a chargeback on their card relating to a transaction with Dellamoda will result in the permanent banning of the customer's/client's account with Dellamoda. They will no longer be able to process or complete any orders with Dellamoda. We are available for Customer Support via email, Phone, and Live Chat. Please see Section 9 for more information on Contact Methods. Please feel free to contact us first to resolve any problems or issues you may have in regards to your order or our service, we would be happy to do our best to make you happy.
1.16.1 Pending Orders
All unfulfilled orders with an open chargeback will not be fulfilled until the chargeback case has been closed officially.
2. Shipping
2.1 Shipping Costs
All shipping costs include shipping, handling, and insurance.
2.1.1
Shipping costs are a flat rate + another flat rate for each additional item.
2.1.2 Shipping Methods
We ship either via UPS (www.ups.com) or USPS (www.usps.com). Base shipping rates are as follows, actual shipping rates may vary as determined in checkout.
- Standard (3-7 Working days transit time) FREE on orders over $150
- Standard (3-7 Working days transit time) $10 on orders under $150
- Expedited (2-5 Working days transit time) $20
- 2 DAY AIR (2 working day transit time) $50
- Next Day AIR (1 working day transit time) $75
2.1.3 Gold and Silver Members
The Expedited Shipping method is FREE for Gold and Silver members. This shipping method puts you in the front of the line to be shipped the same day as your order is placed. Cut-Off Time for this method is 2:00PM PST. Any orders placed after the cut-off will be shipped the next business day. In the event that we are unable to get your package out in accordance with this method's policy, and you paid for this method, you will be refunded the difference of a Standard Shipping downgrade.
2.2 Signature required
Shipments will be sent with signature required per request or at our Fulfillment Department’s discretion
2.3 Standard Shipping
Standard shipping is not a guaranteed delivery service. Expedited shipping dates are guaranteed and if delivery fails to be made at the required date, a refund can be requested to our support. Requests will be processed through to the shipping company and the resolution will be based on the company's conclusion.
2.4 Using your own shipping account
We do allow clients to use their own UPS, FedEx, or DHL shipping accounts. Please provide your shipping account information in the “Customer Notes” field on the checkout page before placing your order. Your shipping fees will be refunded upon the processing of your order and your shipper account will be used.
2.5 Other Shipping Methods
Other expedited delivery services are available by request. Additional fees will apply. For more information please contact us (See Article 9 - Contact Methods).
2.6 Shipment Insurance
Every package shipped by Dellamoda is fully protected and insured against any loss or damage that may occur during shipment. In any case of loss or damage during shipping you are fully covered.
2.6.1 Lost packages
Please contact us if your shipment’s tracking information says that the package has been delivered, although you have not received it.
2.6.1.1
Packages lost by UPS will have a tracer filed on them for UPS to locate your package. In the event that UPS is unable to locate your package, you will be issued a refund, store credit, or replacement item depending on the circumstances after UPS's claim investigation has been completed and finalized. UPS investigations may take up to 30 business days. More information regarding the UPS Lost Package/Claims process may be found by clicking here.
2.6.1.2
Packages lost by USPS will have a tracer filed on them for USPS to locate your package. In the event that USPS is unable to locate your package, you will be issued a refund, store credit, or replacement item depending on the circumstances after USPS’s claim investigation has been completed and finalized. USPS investigations may take up to 40 business days.
2.7 Unclaimed Packages / Packages Returned to Sender
Any unclaimed/undelivered and/or rejected packages that are returned to sender will subject you, the customer/client to all fees incurred due to the rejection of the shipment, including and not limited to all shipping, customs, and duty fees in relation to the shipment. Including but not limited to a 20% restocking fee.
2.7.1
New shipping fees will be required for any returned to sender packages being shipped back to the client.
2.7.2 Deductions
Fees may be deducted from any refunds involving the order associated with the package for shipping expenses, return expenses, processing expenses, and any other expenses the client is responsible for.
2.7.2.1
No packages may be shipped back to the client until all outstanding balances are paid in full.
2.8 International Customs and Duties Fees
Orders shipped outside of the United States may be subject to import duties, taxes, and fees which are levied once the package arrives in your country. Any and all charges relating to customs clearance, import duties, taxes, and fees required by the recipient’s country are the responsibility of the recipient of the order. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country. You should contact your local customs office for further information. When ordering from Dellamoda.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country. The recipient is responsible/liable for all fees incurred due to import.
2.8.1 Declaration
We do not mark any shipments as “Gift”.
2.8.2 Import Fees
Any customs/duties fees/taxes incurred in regards to any packages received by the customer are wholly the responsibility of the customer and are not involved, in any way, with any orders placed with Dellamoda.com.
2.9 International Shipping Deals
Any discounted shipping deals offered by Dellamoda.com, do not apply to the following countries: South Africa, Nigeria, and Brunei Darussalam.
2.10 Shipment Destination Policies
- Some exotic skins may not be exportable Internationally.
- We do not fulfill orders of Python made items to California, all orders of this nature will be cancelled and immediately refunded in full.
2.11 After shipment of your order
2.11.1 Cancellations
Orders that are shipped may not be cancelled. If you need to return the item for any reason after it has been shipped then you may do so via our return process.
2.11.2 Shipment Tracking
You will receive either a UPS or USPS tracking number via email once your order has shipped.
2.11.3 UPS Tracking
You may track any UPS Shipments at http://www.ups.com/tracking/tracking.html.
2.11.4 USPS Tracking
You may track any USPS Shipments at https://tools.usps.com/go/ TrackConfirmAction!input.action.
2.11.5 Fedex Tracking
You may track any Fedex shipments at https://www.fedex.com/en-ca/tracking.html.
2.11.5 DHL Tracking
You may track any DHL or DHL Express shipments at https://www.dhl.com/us-en/home/tracking.html.
3. Returns
3.1 Request Period
You must notify us within two (2) days, for any manufacturer defects, and within seven (7) days, for any other reasons, of the delivery date of your order, as reported by the shipping company responsible for delivering your package, to receive a Return Authorization for your order.All return notifications are processed through our online “return center”.
3.1.1 The two (2) or seven (7) day notifications are required
We have certain requirements with our vendors. After this period no returns/exchanges will be authorized for any reason.
3.1.2 Exceptions
If you are unable to physically receive the package within the first seven (7) days after the package has been marked as delivered by the shipping company, please contact us as soon as possible with the reason and, under certain circumstances, we may extend the grace period with possible limitations.
3.1.3 HOLIDAY RETURN POLICY
For All Gifts: The required return notification period is extended until January 5th, 2020 for all Orders with "GIFT" in the Customer notes field at checkout. All orders without this note will be treated as normal and are subject to normal store return policy with a 7-day notification requirement. There are NO EXCEPTIONS.
3.2 Used Items
We do not accept any returns of merchandise that show any signs of wear or use. (See Article 3.3.6). We highly recommend trying on any merchandise on carpet, avoid hard floors at all costs. Any damage to the item will not be accepted for return or exchange.
3.3 After a Return is Authorized
Once your return has been authorized by our Customer Service Department, you have thirty (30) days from the original delivery date, as reported by the shipping company (See Article 2.2 – Shipping Methods) responsible for delivering your package, for our Returns Department to receive the package.
3.4 Inspection
All returns will be subject to inspection. All merchandise must be returned unused, with all original packaging, contents (boxes, dust bags, tags, certificates, in-soles, security tags, etc. if applicable). All merchandise must be returned in the same exact condition as received. Your return will be discarded or sent back to you if the conditions and requirements of inspection are not met. You, the client, are responsible for all fees that may incur or may have already incurred due to a declined return. The inspection process may take seven to fourteen (7-14) business days from the return’s arrival depending on the volume of returns. Delivered status on the tracking of your return does not mean your return has been or will be processed the same day. After your merchandise passes inspection, please allow seven (7) business days for your refund (See Article 6.2 - Refunds) to be processed.
3.4.1 Accessories
All dust bags, shoe horns, laces, tags, Dellamoda Security Tags, and any other item(s) that arrived with your merchandise are required to be included with your return. Either a restocking fee of up to $25.00 or more may incur or the package will be returned back to the sender, all shipping fees will be the responsibility of the client.
3.4.2 Deductions
Restocking fee amounts will be determined by Dellamoda on the extent of the missing or damaged items.
3.4.2.1 Shoes include
Top and Bottom of Box, Dust bag(s), Shoe Horn(s) (if applicable), In-Soles (if applicable), Dellamoda Price Tags (if applicable).
3.4.2.2 Handbags include
Attached Dellamoda Security Tags, Tags and Authenticity Cards (if applicable).
3.4.2.3 Sunglasses include
Case, Security Tags, Cleaning Cloth, and Manufacturer’s Paperwork/Warranty
3.4.2.4 Other merchandise may include
Boxes, bags, packaging, dust bags, tags, authenticity cards, security tags, price tags, cleaning cloths, cases, and etc.
3.5 Returning an item
Either the original or a copy of the receipt or the printed email of your Return Authorization, with your Return authorization (RA#) clearly showing, is to be included in the package containing your return. If this is not included your return may not be accepted or may cause delays in the processing of your return and refund/credit.
3.5.1 Packaging
Do not apply anything (such as tape, staples, or any other adhesive tools) onto the merchandise and/or the merchandise’s boxes, bags, and etc. Any damage that occurs upon the removal of these may be subject to a fee or an overall decline of your return/exchange.
3.5.1.1
Only use standard cardboard shipping boxes to ship your returns back to us. You may use the same shipping box that you received from us. Please be sure to seal/reseal the package securely. You, the client, are responsible/liable for any lost or damaged packages or merchandise due to the shipping of your return back to us.
3.6 Rejected Returns
Returns that do not meet the Returns Policy’s standards will be returned back to the client or discarded at the expense of the client. All returns outside of our return policy will be rejected with no exceptions. If a return is rejected in inspection the return’s resolution will become invalid. Our returns department will notify the client of this status and request further action. The item will be on hold for 48 hours (from rejected status notification) awaiting the client to provide a means to return the item to them. This can be done by providing us a shipping label or by submitting payment to pay for the cost of shipping. After the 48 hour hold period the item will be discarded if no shipping means has been received.
3.7 Domestic Returns (USA)
3.7.1Returning for Refund
The client is responsible for the return of the item back to Dellamoda. This means all shipping fees, insurance, and all tools required to return the merchandise are at the expense of the client. This option is the “Refund Back to Credit Card” option that you may choose while requesting a return.
3.7.2 Exchanges
Customers are liable for return shipping unless mentioned otherwise. We suggest using a shipping service that provides you with tracking and insurance options / information. We are not liable for lost / damaged items during transit. We offer a one time (1) exchange per order, per item. Once an exchange is processed, that item is a FINAL SALE and we will not accept returns or exchanges on that item.
3.7.3 Store Credit
After selecting to receive Store Credit for the return of your item, please allow 1-3 business days for a return shipping label to be sent to you via the email provided on the order at the time of checkout.
3.7.4 On hold item for the purpose of exchanging
Once merchandise is placed on hold for exchange, the return tracking provided by UPS must show movement within 48 hours or the item will be taken off of hold and placed back on the website to be available for sale.
3.7.5
Orders with any form of FREE Expedited Shipping are not eligible for the FREE Returns or Return Label for Exchanges or Store Credit.
3.7.6 Return Label Service
Should the client choose to use our pre-paid return label ($15.00 USD per item), the client will remain responsible for the return of the item. Every shipment shipped by Dellamoda is fully insured, including pre-paid return shipments.
3.8 International Returns
3.8.1 Returning for Refund
We do not refund international shipping fees. The client is also responsible for the return of the item back to Dellamoda. This means all shipping fees and tools required to return the merchandise are at the expense of the client. This option is the “Refund Back to Credit Card Etc.” option that you may choose while requesting a return.
3.8.2 International return methods
We do not provide return shipping for any international clients.
3.8.3 Defective Merchandise
Any defective merchandise must be reported to our Customer Service (See Article 9 - Contact Methods) within two (2) days of the delivery of the merchandise, as reported by the shipping company (See Article 2.2 – Shipping Methods) responsible for delivering your package.
3.8.4
After this three (2) day grace period we will not accept any returns due to defects and any warranties are with the manufacturers. You may contact the manufacturers for more information.
3.9 False defective claims
In any instance that returned merchandise due to a defective claim is not actually defective, the client will be responsible for all shipping charges and fees that may have incurred due to the return of the item and the shipment back to the client.
3.10 Natural variation of handmade products
Most of our merchandise is hand-made and may differ when seen in person. Any manufacturing marks (glue, wrinkles, color variation, skin imperfections etc.) are considered 100% normal and are not considered defects. We are not responsible for accepting returns due to such conditions.
3.11
If you are unable to physically receive the package within the first three (3) days after the package has been marked as delivered by the shipping company, please contact us as soon as possible. With this reason, we may extend the grace period with possible limitations.
3.12 Returns In Regards to Gift and Sale Events
If the amount of returned merchandise goes below the required purchase amount or any other requirements to qualify for a Sale Event or FREE Gift Event, your total refund will be adjusted accordingly.
4. Refunds and Credits
4.1 Refunds
All refunds will be processed within seven (7) business days from when the return has been accepted after inspection has completed. Once the refund has been processed on our end, there is nothing else that we can do to speed up the funds arriving in your account. Generally, banks take up to 10 business days to process transactions.
4.2 Store Credit
Store Credit certificates never expire.
4.2.1 Store Credit from a Return
Store Credit is given in the form of Gift Certificate via e-mail. Store Credit is non-refundable.
5. Production Orders
5.1 Definition
Applicable to all but not limited to “Made-to-Order”, “Custom” and “Special Order” products. Other products subject to production times will be specified by our team.
5.2 Cancellations, modifications, and confirmation
No cancellations or modifications can be made after the client has confirmed the order or if the order has been automatically confirmed. If we do not receive confirmation from the client within 72 hours from production status notification the order will automatically confirm and proceed into production.
5.3 Terms of service (production)
Production times are stated in the product description, by ordering such a product you are agreeing to unconditionally adhere to our production policy.
5.4 Payments
Payment must be made in full prior to the item's production in order for any production order to proceed.
5.5 Final sale
There are no return or exchange options(unless specifically stated) on custom, made-to-order, or special order products. All such products are a final sale. Once your item is put into production, the paid for service is fulfilled.
5.6 Production times
Please note all given time estimates for production orders are ONLY ESTIMATES and may be subject to change due to unforeseen factors. Production times generally are completed according to original estimates, however in rare circumstances may take several weeks to months after the original estimate to complete.
5.7 Brands
5.7.1 Ambrogio Products
All Ambrogio products (excluding style numbers beginning in “AMBS”) will need to be produced. Production estimate is 30 days for all Ambrogio products to complete. Please note this is only an estimate and there may be delays or changes to this estimate. (Some products may be subject to longer production times, such products will have production time specified in product description). Handmade in Spain.
5.7.2 Paul Parkman Products
All Paul Parkman products will need to be produced. Production estimate is 2-3 weeks for all Paul Parkman products to complete. Please note this is only an estimate and there may be delays or changes to this estimate. Handmade in Turkey.
5.7.2.1 Return and exchange options
Paul Parkman accepts returns for refunds or exchanges. In order to have the shoe exchanges, there is a $30 exchange fee that must be paid to put the exchange shoe into production. All exchanges are a final sale.
5.7.3 Mauri Products
All products labeled “(SPECIAL ORDER)” or style numbers beginning with “MAO” need to be produced (or if specified). Production estimate is 60-75 days for all Mauri products to complete. Please note this is only an estimate and there may be delays or changes to this estimate. Handmade in Italy.
5.7.4 Maglieriapelle Products
All Maglieriapelle products will need to be produced. Production estimate is 2-3 weeks for all Maglieriapelle products to complete. Please note this is only an estimate and there may be delays or changes to this estimate. Handmade in Turkey.
5.7.5 New Rock Products
All New Rock products (excluding "NRS" products) will need to be produced. Production estimate is 60-75 days for all New Rock products to complete. Please note this is only an estimate and there may be delays or changes to this estimate. Made in Spain.
5.7.5.1
Some New Rock products can ship immediately. Despite availability status, there are no return or exchange options.
5.7.6 Jose Real Products
All Jose Real products will need to be produced. Production estimate is 90 days for all Jose Real products to complete. Please note this is only an estimate and there may be delays or changes to this estimate. Handmade in Italy and Spain.
5.7.7 Mister Products
All Mister products will need to be produced. Production estimate is 30 days for all Mister products to complete. Please note this is only an estimate and there may be delays or changes to this estimate. Handmade in Spain.
5.8 NOTICE:
We do not recommend proceeding with a production order if you have a requirement for when to receive a product/products. Generally estimates provided are met to the exact day, or within several weeks from that date. Although it is possible for delays to be up to a month, and in rare circumstances, several months. Our team will provide you with the most accurate ETAs possible throughout the process, but note that these are solely estimates and in no circumstance are guaranteed delivery or availability dates.
6. Backorders
6.1 Reservation
Once you have confirmed your backorder, the incoming product will be reserved and the transaction charged.
6.2 Cancellations
All cancellations must be made before the client confirms the reservation of a backordered item. All cancellations outside of this requirement will be subject to a 15% reservation fee deducted from the refund.
6.3 Availability Estimates
All ETAs provided are simply estimates. Delayed arrivals are not grounds for a refund. There are factors in the manufacturing and import of such products which may involve unforeseen delays.
6.4 Reception
Once your reserved product has been received to ship, it will be shipped within 3 business days and you will be notified of shipment information.
6.5 Returns and Exchanges
Backordered products are eligible for return and exchange options according to our return policy (see section 3).
6.6 NOTICE:
We do not recommend proceeding with a backorder if you have a requirement for when to receive a product/products. Generally estimates provided are met to the exact day, or within several weeks from that date. Although it is possible for delays to be up to a month, and in rare circumstances, several months. Our team will provide you with the most accurate ETAs possible throughout the process, but note that these are solely estimates and in no circumstance are guaranteed delivery or availability dates.
7. Sales, Incentives, and Rewards
7.1 Sales
We will honor any new sale prices that occur within five (5) days after your purchase.
7.1.2 Credits for non-refundable balances
If your order has been shipped, then you will receive a Gift Certificate for Store Credit (See Article 4.2 - Store Credit) in the amount of the difference.
7.2 Price Matching
We will honor the price match with any other reputable seller as long as the merchandise, of the same size, color, and style, in question is in-stock and available to be shipped immediately.
7.3 Regarding Returned Merchandise
Order and item discounts may be subject to recalculation upon the return of any merchandise involved with any sale.
7.4 Points and rewards
7.4.1
You will earn 4% back on every purchase you make (every $1.00 you spend with us gives you 2 Reward Points, 50 Reward Points is worth $1.00 when ordering at Dellamoda.com)
7.4.2
Rewards Points are not available for use until 14 days after your order's shipment has been delivered (As reported by the corresponding Shipping Company). Your points will never expire and you may use them anytime, even on promotional and on-sale or clearance items.
8. Newsletter
8.1
Ordering with Dellamoda automatically adds your email address to our newsletter. You may unsubscribe at any time via the link at the bottom of each newsletter email.
8.2
We use this information in the same secure and careful manner as we use contact information in the registration and ordering process.
8.3
Newsletters are issued via Mail Chimp (http://www.mailchimp.com). You may access their policies at http://mailchimp.com/legal/.
9. Contact Methods
9.1 Phone Contact Method
Domestic Customers – (800) 515-8523 TOLL FREE
International Customers – (310) 622-4490
9.2 Email Contact Method
Customer Support - service@dellamoda.com
Wholesale – wholesale@dellamoda.com
Buyers – buyers@dellamoda.com
9.4 Business Hours
Monday – Friday / 10:00 AM – 4:00 PM (PST)