Distance Selling Regulations
Under the EU's Distance Selling Regulations, customers located in the European Union are entitled to a 14 day cooling off period i.e. the right to cancel the contract of purchase. Notification of the cancellation must be received in writing within 14 working days; starting from the day after the goods are received. These regulations dictate that we will refund the cost of the item(s) ordered and, in addition to this, the original despatch charge. Winter in Venice are not liable to cover costs of returning the goods.
If for any reason we have arranged to collect the goods from you, we reserve the right to recover the costs of collection from you
Where goods are simply unwanted and notification is received after the 14 day cooling off period, we will be delighted to offer an exchange or a gift card to the value of the goods within 28 days of you receiving the goods. Winter in Venice are not responsible for covering costs of returning the goods.
In this instance, please notify us of your intent to return the goods in writing, or by email to firstname.lastname@example.org. Due to the nature of Cosmetic toiletries, Items returned must be unused and in a perfect resalable condition and in its original Box, accompanied by a valid order reference. Once the 28 day period has passed we have the right to refuse exchanges of any unwanted items.
Should you experience any issues with your order, please contact our Customer Service team on ++44 (0) 845 652 1223 or via email at email@example.com Our offices are open 5 days a week from 9 to 5 Monday to Friday.
Faulty/ Damaged Goods
If for any reason the goods you receive are faulty or damaged in any way we will be happy to exchange the items or offer a full refund. Please contact our Customer Service team on +44 (0) 845 652 1223 or via email at firstname.lastname@example.org. Our offices are open 5 days a week from 9 to 5 Monday to Friday
The damaged product will be replaced with the same item as soon as possible. An alternative product will be offered in cases where stocks are no longer available.
Should a replacement not be required please notify us and we will refund the cost of the damaged products. Please note that it may be necessary to provide photographic evidence of the damaged goods or in more severe cases, we may choose to collect the damaged products from you for Quality Review investigation if the fault effects our quality standards.
Where goods are believed to be faulty, please notify us of your intent to return the goods in writing, by fax or by email. All goods believed to be faulty will be required for Quality Review. Once this item(s) have been received, a Quality Review Investigation will take place which can take 5-7 working days to complete. Correspondence will be made directly with the customer.
All returns should be wrapped securely in the same packaging in which the items were originally received, with the order reference clearly displayed on the exterior.
Our return address is:
Winter in Venice (Web/Return)
WIV GLOBAL LIMITED C/o Pack-It Group
Block E, Capital Industrial Park.
Please ensure your order number is on the return package.
If the original packaging has been disposed of or is no longer suitable, goods must be wrapped in appropriate packaging to ensure that the goods arrive with us in their original condition. We reserve the right to refuse a refund/ exchange for damages caused by insufficient packaging or opened products making the product unsellable
We recommend that returns are made via recorded delivery and/ or that a proof of postage is obtained, in the unlikely event that we do not receive the parcel.
Orders which have qualified for a free gift with a purchase and where all or part of the order is being returned for a refund (please refer to Distance Selling Regulations), the free gift must also be returned in order for the credit to be performed.
Orders which have qualified for a free gift with a purchase and where all or part of the order is being returned for an exchange, the free product must also be returned in cases where the value/ type of the exchanged items no longer meets the criteria requirement to qualify for that promotion.
Where an order has qualified for a discount to be applied to a product this discount shall no longer apply if upon returning part of the order the resulting value is below the threshold for the discount to apply. The discounted products must therefore either be returned or they shall be charged at the full retail price.
Exchanges will be processed within 2 working days from the date the returned goods are received. Postage charges will be applied for any exchanges; these will be charged at the standard rate.
Where the goods have been received as a gift, items may be exchanged for alternative products.
Where a refund is due, this will be processed onto the credit/ debit where the purchase was made, within 4 working days from the date the returned goods are received. Refunds may take 5-7 working days to reflect against an account, depending on the bank.
Where the original purchase was made using another method of payment we will endeavour to repay back to the bank account or PayPal account used