01
Send the request
Write to info@mastrolonardo.net stating your intention to make a return. Include your full name, order number, phone number, and the items to be returned.
Shop with peace of mind
Returns and refunds
If you have changed your mind about your purchase, you can request a return by following the procedure indicated on this page.
14
days to request a return
Right of withdrawal
You may notify us of your intention to withdraw from the purchase within 14 days from the date on which you, or a person designated by you, received the order. You do not need to provide a reason, although a brief indication can help us improve our service.
02
Prepare the package
Place the items in their original packaging, complete with tags, accessories, and any seals. Close the package carefully to protect it during transport.
03
Ship the return
Our customer service will provide you with the address and instructions for the return. We recommend keeping the receipt and tracking code until the refund is processed.
Return request
What information to include
To allow us to manage your request quickly, include the following in your communication:
- full name of the person who placed the order;
- order identification number;
- a phone number;
- code or description of the items to be returned;
- any reason for the return;
- preference for a refund or exchange, where available.
Conditions
How items must be returned
Items must be returned intact and, as much as possible, in the condition in which they were received.
- they must not have been used beyond what is necessary to verify their nature, characteristics, and fit;
- they must be complete with tags, labels, accessories, and original packaging;
- they must not show stains, odors, washing, alterations, or damage not attributable to normal trial;
- footwear must be tried on a clean surface and returned in its original box;
- the original box must not be used directly as the shipping package.
The customer is responsible for any reduction in value caused by handling the product other than what is necessary to verify its nature, characteristics, and functioning.
Return costs
For orders over €49.00, return shipping is free within Italy, following the instructions provided by our customer service. In other cases, and for returns from abroad, any return costs will be communicated before the shipment is arranged.
Timelines
Refund methods
The refund will be issued using the same payment method chosen for the purchase, unless otherwise agreed.
In the case of withdrawal from the entire order, the standard delivery costs originally incurred will also be refunded. Any additional costs resulting from choosing a more expensive delivery method than the standard one will not be refunded.
The refund will be processed within 14 days of the notice of withdrawal. We may withhold the refund until we have received the items or until you have provided proof of return shipment, whichever is earlier.
After issuance, the time required to see the credit reflect may vary depending on your bank or payment provider.
Product exchange
In-store exchanges
You can request an exchange for items purchased online at any of our retail stores, subject to availability. Please bring the intact product and your order confirmation.
Via Chiaia
Via Chiaia, 169/170
80121 Naples
80121 Naples
Via Luca Giordano
Via Luca Giordano, 47/49
80127 Naples
80127 Naples
Via Giovanni Merliani
Via Giovanni Merliani, 80
80129 Naples
80129 Naples
Piazza della Repubblica
Piazza della Repubblica, 84
80078 Pozzuoli (NA)
80078 Pozzuoli (NA)
The exchange is subject to the availability of the requested item, size, or color.
Exceptions
Products excluded from withdrawal
In cases provided for by law, the right of withdrawal may be excluded, in particular for:
- products made to measure or clearly personalized;
- sealed goods that are not suitable for return for hygiene or health protection reasons, if opened after delivery;
- items missing their original hygiene seals, where present.
This exclusion does not limit the customer's rights in the event of a defective, damaged, or non-conforming product.
Want to request a return?
Write to our customer service indicating your order number and the items you wish to return.
Request a return