Refund policy

DOUUOD aims to provide its Customers with a safe and transparent shopping experience. For this reason, Customers are entitled to exercise their right of withdrawal in accordance with applicable law and the General Terms and Conditions of Sale.

Timeframes

  • Customers have the right to request a return within 14 days from the date of receipt of the order.

  • The goods must be shipped within the same timeframe, using exclusively the return methods indicated by Customer Service.

How to Make a Return

  1. Log in to your account

    • Log in to your account at www.douuodwoman.com.

    • Select the order containing the items you wish to return.

  2. Submit a return request

    • Click on “Request return” and select the products you wish to return.

    • Submit the return request through the platform.

    • An automatic email will be sent to confirm receipt of your request.

  3. Receive the return label and instructions

    • Once the return request has been approved, the Customer will receive a prepaid shipping label and detailed instructions on how to prepare the parcel by email.

    • Only one return request may be submitted per order.

  4. Prepare the parcel

    • Place the products in their original packaging, including the box, dust bag, tags and accessories.

    • Attach the return label provided by Customer Service to the parcel.

    • Hand the parcel over to the designated courier.

  5. Return shipping costs

    • From Italy: €6.00, deducted from the amount to be refunded.

    • From abroad: €20.00, deducted from the amount to be refunded.

    • If the Customer chooses to use a courier other than the one indicated by FANGO S.r.l., all shipping costs will be borne by the Customer and the company shall not be responsible for any loss or damage.

Conditions for Accepting Returns

  • Items must not have been worn, washed, altered or damaged.

  • They must be returned with all original tags, packaging and accessories received.

  • Footwear and accessories must be returned with their original box, which is considered an integral part of the product.

  • Swimwear and underwear must be tried on over personal underwear. Returns will be refused if the transparent hygiene strip has been removed.

  • Personalised products cannot be returned.

All returned items are subject to a quality inspection by FANGO S.r.l.

Special Cases

  • If the Customer receives defective or incorrect goods, they must submit a return request following the procedure described above and provide photographic evidence where applicable. In such cases, return shipping costs will be borne by FANGO S.r.l.

  • Unauthorised returns or returns sent using methods other than those indicated by Customer Service will not be accepted.

Refunds

  • Once the return has been accepted, FANGO S.r.l. will issue the refund within 14 days of confirmation that the returned goods have been received at the warehouse.

  • The refund will be issued to the same payment method used for the original purchase.

  • No separate notification will be sent when the parcel arrives at the warehouse. Customers can check the status of the shipment using the courier's tracking service.

  • FANGO S.r.l. is not responsible for the time required for the refunded amount to be credited, as processing times depend exclusively on banks and payment providers.

Size Exchange

  • Customers may request a size exchange by completing the notes field when submitting the return request and specifying the order number and desired size.

  • Availability of the requested size can be checked in advance on the website.