Returns and Exchanges

Do you want to change or return your purchase?

NO-GRAM wants to ensure your complete satisfaction. For online purchases, we will accept Items that have not been worn, used or damaged for a refund as set out below. Please be aware that you may only use your right to cancel the order under the DSRs (D.Lgs. 21/2014) if you give us formal written notice of cancellation by filling-in the form on our website within 14 working days of receiving the order. Thereafter, you will be given a Returns Merchandise Authorisation (RMA). You will then have 14 days to return the item(s) you have purchased. Returns outside these timeframes will be not accepted. We handle each query on an individual basis to the best of our ability. While we hope that you are delighted with your order, if you are not perfectly satisfied with your goods we will happily give you the possibility of returning them and offer you the following options:

  • refund of amount paid (excluding forward shipping costs
  • replacement with a Voucher for the amount spent (excluding forward shipping costs)



We would like to underline that in order to receive a refund or exchange, the Item(s) must be unworn, in perfect condition and in their original packaging. All successfully returned items will be refunded to the account used to originally purchase the items, less any taxes, import duties or shipping charges incurred. With exchanges, your new Voucher will be sent by email to you as soon as we receive your returning package. Refunds will be issued in the shortest possible time and at the latest within 30 days of us receiving your cancellation notice, as long as the goods in question are returned by you and received by our designers in their original condition. In the event that an Item is ordered and made especially for you (By Order), it cannot be refunded or exchanged at any time.

Cancelling your order

If you would like to cancel you order:

  • Login to "My Account" page
  • Go to "Order history" section
  • Select the order you wish to return
  • Check the box for the relative item(s)
  • Fill-in the form "Merchantise Return", indicating one of the following reasons why you want to send your Item(s) back:
    - the item was received damaged
    - the item was the wrong size / the item purchased was not what I expected
    - the item is different from the image on the website
    - the item is different from the specifications chosen
    - I have been sent an item with a wrong code
    - the packaging was ruined
    - the package arrived later than expected
    - other (please indicate reason for cancellation)
  • Click on botton "Make a RMA"



Return

Upon receipt of your notice of order cancellation (Form), our customer care team will email you a  Returns Merchandise Authorisation (RMA) number with all instructions regarding your return shipping so we can process your refund promptly.

From this moment, you have 14 days to return the goods. All items must be returned unused, in their original condition and packaging and from the country that the order was delivered to. We will refund the full value of your order, exclusive of the shipping costs, only upon receipt of the purchased goods and within 30 days of receiving your order cancellation notice. The return shipping will be borne by the client. The client also bears the responsibility of the purchased goods until the moment they are returned and delivered to the designer. We therefore suggest that you use a reliable courier service so as to enable you to track the delivery.

Please note: we will not accept returned items and therefore will be unable to refund you if you have not completed the cancellation form and been issued with a RMA code.

Exchanges

Voucher: As soon as the returned goods are received, we will issue you with a Voucher for the amount spent, less delivery costs. You will find the Voucher on your Personal Account under My Voucher link, and you will also receive this Voucher by email. Your Voucher will be valid for 12 months. You can make a new order with your Voucher, in the usual way.



Receiving a refund

Your refund will be credited to the original purchaser's credit card. Shipping costs will not be refunded. If the item(s) you have purchased comes from a country that applies customs taxes and duties, these will not be refundable through NO-GRAM. 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.

Please note: card refunds may take up to 10 business days for your bank to complete, depending on their processing times. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

Important information

All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately, by filling in the Form at the page "Contact Us", for immediate feedback.