Customer Service & Info

SHOPPING

 

INFORMATION ON ITEMS

For each item, we provide pictures and description containing all the relevant details.
In order to have further details on the item and its wearability, customers can write an email to [email protected]

 

ORDERS PROCESSING

INNER.EU reserves the right to refuse an order in the case in which Global Collect does not obtain the approval from customer’s bank. Once an order made of available items has been placed, the order and any other information provided cannot be changed. Orders placed separately will be dispatched separately.
INNER.EU reserves the right to delay any shipment in case INNER.EU cannot properly process orders due to any reasonable causes that are irrelevant to INNER.EU’s control. Please note that during seasonal sales and promotional sales, delays can occur in the orders’ processing.
INNER.EU reserves the right to refuse to process orders and/or service in any moment.

 

PRE-ORDERS

Pre-order are any orders made of items uploaded online that are not yet available in stock, whose delivery is set in the following months.
Suppliers for INNER.EU suggest and confirm the delivery deadline for their own collection.
INNER.EU cannot be accountable for any delays, cancellations or variations made on pre-orderable items during the production stage.
INNER.EU will issue the invoice related to orders with pre-orderable items, placed by credit card, the day after its placement, or the next available working day.
For orders with pre-orderable items, placed by bank transfer, payment is to be completed within 48 working hours after the order placement. INNER.EU will issue the related invoice as soon as the payment is confirmed on our bank account.
The shipping country provided in the order confirmation for pre-orders cannot be later modified.

 

ORDERS STATUS

By logging in to the personal area, into the Orders’ section, and by clicking on each order, it is possible to read the given tracking number.
INNER.EU suggests customers to visit DHL website in order to monitor the status of the order.

 

PRICES ANS CURRENCIES

Prices shown and final invoices will be in Euro (EUR) for all the shipping countries except for the following countries: Great Britain and United States of America. For these latest countries, the currencies used will be respectively Pounds (GBP) and American Dollars (USD).
To allow customers understand the Euro prices accuracy in their own currency, INNER.EU also shows the prices in several currencies, which are to be intended as merely indicative.
The final amount on credit cards may vary based on the fluctuations of currency and of the bank commissions. INNER.EU kindly suggests customers to contact their bank and be advised about the value of the prices’ conversion and about the bank commissions related to the transaction.
Credit cards will be charged in Euro (EUR), and the final price will be calculated and charged by applying the exchange rate specific of the day of the transaction.

 

PROMOTIONAL CODES

Customers who receive a PROMO CODE through newsletter, through social network or on authorized websites, can insert the PROMO CODE in the personal area “Account Profile” or at the checkout page.
Each PROMO CODE has a specific duration that cannot be extended.

 

SHIPMENT & DELIVERY

 

SHIPPING METHODS

INNER.EU delivers parcels all over the world via DHL Express. According to the current international regulations of commerce, there will be an official invoice inside the parcel, along with the merchandise. The invoice will carry the total amount of the purchased merchandise in the same currency of the original order. Also the invoice will show the amount of each item purchased.

 

Available items

Orders made of available items, upon confirmation of their availability and check of the bank transaction, will be processed the next working day of the order’s placement.
The amount of the transactions made by credit cards will be settled only when processing the order.
If the payment method chosen is bank transfer, the order will be tendered to the carrier only after the payment is confirmed and validated on our bank account.
Please note that during seasonal sales and promotional sales, delay may occur in the order’s processing.

 

Pre-orderable items

INNER.EU will process orders with pre-orderable items after the merchandise is delivered and available in stock.
Orders made by credit card will be invoiced the day after the order’s placement, or the next working day, although the merchandise will be later shipped.
On regards of orders to be paid by bank transfer, payment is due within 48 working hours from the order’s placement.
Delivery deadlines shown online reflect the delivery windows provided and confirmed by the suppliers.
INNER.EU cannot be accountable for any delays, cancellations or variations made on pre-orderable items during the production stage.
In case the merchandise in pre-order fails in delivery, INNER.EU will promptly inform and refund customers.

Regarding order with available items and pre-orderable items, shipment will happen in 2 different phases:

-        Available merchandise will be shipped within 2 weeks from the order’s placement

-        Pre-orderable items will be shipped right after items are available in stock.

Please note that is highly forbidden to declare lower amounts than the amount originally paid on the invoice; also it is forbidden to declare items as gifts. For these reasons, INNER.EU will deny such requests.

 

DELIVERY TIME

INNER.EU processes orders in Italy, Milan from Monday through Friday. INNER.EU processes orders the day after the order’s placement, or the next available working day. Orders placed from Friday to Sunday will be processed the following Monday.
INNER.EU ships all over the world via DHL Express. INNER.EU cannot be accountable for delays of the shipments due to meteorological conditions, customs inspections and other circumstances that are irrelevant to INNER.EU’s control.
Delivery for shipments addressed to Italy takes 1-2 working days.
Delivery for shipments addressed to European Union takes 2-3 working days.
Delivery for shipments addressed to the rest of the world takes 4-5 working days.

 

SHIPPING COSTS

Shipping costs for each specific geographic area are listed below.
Please note that in case that, for any reason, customer refuses the delivery of the parcel, shipping costs and import duty fees related to the automatic return of the parcel to the sender will be charged to the customer.
This amount will be deducted from the total amount of the order to be refunded.

 

ITALY

Shipping costs €10.

 

EUROPEAN COUNTRIES

Shipping costs €20.

Countries included: member countries of the EU Austria, Belgium, Bulgaria, Cyprus, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom; Andorra, Iceland, Jersey, Liechtenstein, Norway.

 

JAPAN

Prices shown on the website for Japan are duty and tax fees included. The parcel will be delivered with no further costs.

Shipping costs €30.

 

SWITZERLAND

Prices shown on the website for Switzerland are duty and tax fees included. The parcel will be delivered with no further costs.

Shipping costs €30.

 

HONG KONG

Prices shown on the website for Hong Kong are duty and tax fees included. The parcel will be delivered with no further costs.

Shipping costs  €30.

 

UNITES STATES OF AMERICA

Prices shown on the website for United States of America are duty and tax fees included. The parcel will be delivered with no further costs.

Shipping costs €35.

In order to complete the delivery, the customs bureau may ask customers’ personal Social Security Number (SSN).

 

REST OF THE WORLD

Shipping costs €30.

Please note that customers are to take care of any duty and tax fees. Customers will correspond this amount to the carrier, according to the process recommended by the carrier itself.

 

SHIPMENT TRACKING

When the order will be tendered to the courrier, customers receive an email from DHL providing the tracking number (AWB) related to the order.
To monitor the status of your order, customers may visit DHL official website http://www.dhl.com/en.html and insert the given AWB number in the specific area “Track Your Shipment”.

 

SHIPMENT INSURANCE

INNER.EU insures each shipment from theft and accidental damages at no extra costs for customers.
Once the parcel reaches the final destination, merchandise is no longer covered by such insurance.

 

DELIVERY

At delivery time, customer are kindly invited to carefully inspect the parcel before signing and confirming the completed delivery of the same.
INNER.EU carefully seals parcels with a customized adhesive tape with the logo of INNER.EU.
In case the customer receives a parcel that has been opened by Customs or by the Carrier for authorized inspections, the parcel will be closed with a guarantee seal by the specific body.
If the parcel appears damaged, or the adhesive tape not intact, customer is kindly invited to sign the delivery of the parcel with the note “Received unchecked”, or to refuse the delivery of the parcel. In case the parcel will not result untouched, customers is kindly invited to open a claim with the local DHL office and promptly contact INNER.EU at the e-mail address [email protected].
If the parcel is not intact, and the customer signs the delivery without the note “Received unchecked”, delivery will be deemed automatically accepted and consequently INNER.EU will not accept any related claim.

 

FAILED DELIVERY

By placing an order, customers establish a commercial relationship with INNER.EU and commit to accept delivery of the parcel related to the order placed. If the parcel cannot be delivered to the given shipping address due to causes ascribable to the absent cooperation of the customer (wrong or incorrect phone number, wrong or incorrect shipping address, absent receiver), or if the customer refuses to collect the parcel, the parcel will be returned to the sender INNER.EU in Italy at customer’s expense. The expense includes shipping costs and any duty and tax fees; the amount will be deducted from the total amount of the order to be refunded.

 

WARNING FOR SHIPMENTS TO THE RUSSIAN FEDERATION (RUSSIA)

INNER.EU informs that it is not allowed to send jewelry and fashion jewelry to the Russian Federation.

 

SHIPPING PERFUMES

Perfumes are deemed “dangerous goods” and are subject to the IATA regulation for the air transport. Perfumes will be shipped with specific packaging boxes and seals; and cannot exceed 150 ml.
In case an order includes a perfume and other clothing merchandise, perfumes will be processed separately from the customized box of INNER.EU. Also, INNER.EU cannot pack any perfumes with the gift box, so the amount paid for the gift box will be refunded.
According to the IATA regulation, it is not possible to send perfumes all over the world. Please note that below customers can find all the countries where perfumes can and will be sent.

 

AFGHANISTAN

AUSTRIA

BAHRAIN

BELGIUM

BULGARIA

CZECH REPUBLIC

DENMARK (GREENLAND EXCLUDED)

ESTONIA

FINLAND

FRANCE

GERMANY

GREECE

HUNGARY

ICELAND

IRAQ

IRELAND

ISRAEL

ITALY

KUWAIT

LATVIA

LIECHTENSTEIN

LITHUANIA

LUXEMBOURG

MALTA

MONACO

NETHERLANDS

POLAND

PORTUGAL (MADEIRA EXCLUDED)

SAN MARINO

SAUDI ARABIA

SLOVAKIA

SPAIN

SWEDEN

SWITZERLAND

UNITED ARAB EMIRATES

UNITED KINGDOM

UNITED STATES OF AMERICA

VATICAN CITY

 

RETURN AND EXCHANGE

 

For any reason, customer can return the order, entirely or partially. Items can be returned for a size/color exchange or for refund within 14 working days from delivery of the parcel. Items must be returned in the same original conditions, neatly packed and with the return tag still attached.

If customers wish to return an item, they are to contact the Customer Service staff and request a return authorization number (RAN). The written request will have to include the order number, the code of the item(s) to be returned and the reason of return: refund or size/color exchange.

After submitting such request to the Customer Service, customer will receive an email containing the return authorization number (RAN) and the detailed instructions to be followed in order to complete the return. Customer is to write the given RAN on the return tag attached to the item(s) and on the copy of the invoice which is to be put in the box. Customer is kindly invited to accurately follow the return instructions.

 

Customer can choose between the following options of compensation:

 

        -  Color/size exchange:

Items can be exchanged for the same model in a different size or color, if available. Exchange with different items will not be accepted. The new exchanged item can be returned following the same procedure.

 

        -  Refund

In case customer requests the refund of the item(s)  returned, credit note will be issued the same day the parcel is returned to our warehouse, and only after the quality check on the item(s).
For orders made by credit card, the amount to be refunded will be visible on the next bank statement of the card. The time of processing may vary depending on the issuing company of the credit card, this time generally takes up to 20 working days.
Refund of orders made by bank transfer will be completed on the original bank account within 48 working hours from the delivery of the returned parcel, and only after receiving the bank details from customers.
Refund is made on the same currency of the original order. Possible difference in the refunded amount may depend on variations of the currency exchange rate and will not be refunded.

 

TERMS AND CONDITIONS OF RETURN

 

Customer is kindly invited to carefully follow the return policy of INNER.EU, briefly summed up below.


Item(s) can be returned only for the following reasons: refund and color/sixe exchange.
Item(s) must be returned in its(their) original conditions, neatly packed and with the return tag still attached.
The returned item(s) should have not been worn, washed or altered. The shoes’ soles must be returned in perfect conditions and should not show any use signs.
Item(s) must be returned with its (their) original tag, wrapping and other accessories (dustbag and covers, etc.) received in the box. Shoes and accessories must be returned in their original packaging that should not be damaged or altered or used as the packing box for shipment.
In case of defective item, or incorrect item following a mistake attributed to INNER.EU, customer is kindly asked to follow the same return instructions. Also, customer is asked to attach detailed pictures proving the defect or the mistake. In these cases, shipping costs and duty and tax fees will be at the expense of INNER.EU.

Returns will have to be packed in the same box sent by INNER.EU, and should have a copy of the invoice inside.

Shipping costs vary on the items to be returned. For items purchased at full price or below 50% off, shipping costs are at the expense of INNER.EU. For items discounted at or above 50%, shipping fees are charged to customer. Any duty and tax related to the import of the box are always at the customer’s expense.

Below the shipping fees set for each geographic area:

Italy: €10
European Union (Italy excluded): €20
Rest of the world: €30.

Return authorized by INNER.EU must be shipped from the same shipping country INNER.EU sent the parcel to.

Authorized returns must be shipped using the carrier suggested by INNER.EU in the email providing the return instructions. INNER.EU reserves the right not to accept returns if customer tenders the box to a different carrier and in case the delivery of the parcel entails extra costs for INNER.EU or involves the collection to one of the carrier’s branches.

INNER.EU reserves the right to refuse returns that have not been properly authorized or sent not in accordance with the return policy of INNER.EU. In these cases, INNER.EU can return the box to the sender at the original shipping address. In case INNER.EU accepts returns that were not authorized or not in compliance, INNER.EU can withhold the 10% of the value of the returned item from the refund.

 

PAYMENT METHODS

 

INNER.EU accepts the following payment methods:

 

CREDIT CARD

Data of the credit card will be sent to the online banking protected system provided by Global Collect. INNER.EU accepts payment through the following networks: Visa, Mastercard, American Express and Maestro.

 

        - SECURITY OF THE CREDIT CARD

In order to receive further protection on e-commerce transactions, INNER.EU suggests to activate the PIN codes of security given by Verified by Visa and SecureCode by Mastercard. For further information, INNER.EU invites customers to visit the websites www.visa.com and www.mastercard.com.

 

       - CHARGE OF CREDIT CARD

If funds are sufficient and data correctly inserted, the transaction will be automatically authorized.
Customer will then receive an email of the order confirmation.
The amount authorized is temporarily blocked on deposit as a request of payment; the amount is then settled the following working day, while processing the order (shipment of the order or deposit invoice for pre-orders).

 

BANK TRANSFER

By clicking on bank transfer as payment method, customer automatically receives the order confirmation. In the order confirmation, customers are able to find all the necessary information (bank details, etc.) to complete the payment to INNER.EU bank account.
Payment must be completed and confirmed within 48 working hours from the order placement. Customers are kindly asked to send proof of payment via email ([email protected]) or via fax (+39 0236566495). INNER.EU reserves the right to cancel orders whose proof of payment was not sent after the allowed 48 hours.
Order will be processed the same day the payment is received on the bank account of INNER.EU.
In order to proceed with the bank transfer, here are the bank details: ANTONIOLI SRL - BANCA SELLA IBAN: IT 57 J 03268 01605 052846034651 BIC / SWIFT: SELBIT2BXXX

 

NEW CUSTOMERS

INNER.EU would like to inform new customers that INNER.EU reserves the right to request a check on the transaction to the bank. Such check might cause delays in the order processing.
Also, INNER.EU may require that the merchandise will be shipped to the billing address of the order, when different from the shipping address.