FREE RETURN
ATTENTION You have 100 days from receipt of your order to request a return. The return is your right and it will always be accepted if you proceed with your request following these steps.
  • We cannot substitute the items but only REFUND them, If you need substitutions please make a return and then please place a NEW order on the website
  • Our return policy only allows a refund of the returned items.
  • You can make a single return request for each order.
  • The shipment costs for the return will be on our charge only if the return is carried out in accordance with the following procedure.
  • We will not accept returns sent by different process and different couriers.
The definition of PHOENX LUGGAGE refers to the following product groups: TELA 40 all colours. Phoenix Studio S.r.l. grants purchasers of a PHOENX LUGGAGE the following 100-day voluntary right of withdrawal. These rights shall only apply to the “first purchaser” of a PHOENX LUGGAGE, who purchased it directly from Phoenix Studio S.r.l under phoenxvoyage.com (hereinafter "You"), and these rights cannot be transferred to any third party, without the consensus of Phoenix Studio s.r.l. The “first purchaser” is the actor who made the payment through the regular payment methods accepted by Phoenix Studio s.r.l   100-DAY VOLUNTARY RIGHT OF WITHDRAWAL REGARDING PHOENX LUGGAGE   According to the Italian Consume Code (artt. 55 e segg. D.Lgs. 206/2005), you have the right of return the item purchased within 15 days from the receipt date. Without prejudice to the statutory right of withdrawal, Phoenix Studio S.r.l grants You a voluntary right of return for the period of 100 days from receipt of the good. Provided that You return the PHOENX LUGGAGE to Phoenix Studio S.r.l within 100 days from receipt, Phoenix Studio S.r.l will refund to You the purchase price paid. Please request a return label for this purpose by email to [email protected] You must ship the luggage within 100 days from the receipt of the good to get the refund of the price. This voluntary right of return does not restrict your statutory right of withdrawal or your statutory warranty rights. Phoenix Studio s.r.l. shall not refund the price in case of misused or irreparably damaged luggages. Please read the warranty section to check if your damages are covered. By purchasing Tela 40, all colours, the purchaser agree that all disputes that may arise from or in connection with this right of withdrawal shall be governed by the law of Italian Civil Code and subject to the jurisdiction of the court of Lucca, Italy.  
 
  HOW TO MAKE A FREE RETURN
  To request your return, login and go to ORDERS HISTORY. If you forgot your password please make the “Remind Password” process.     Returns procedure in Italy
  • Go to ORDERS HISTORY and click "REQUEST RETURN" next to the order you want to return. (Please Note: the "REQUEST RETURN" button normally appears 3 days after the order is placed, and disappears automatically on expiry of the 100 days term in which you can return the goods)
  • Select the items you want to return and complete the procedure.
  • After submitting your return request you will receive an automatic confirmation E-MAIL where you will find:
    • A RETURN CODE associated with your order (e.g. RY1234).
    • Two SHIPPING LABELS in the body of the e-mail to be printed and cut out along the dotted lines.
    • A BRT return label to be handed over to the courier at the time of withdrawal.
  • PRINT the e-mail containing the shipping labels received; place a label inside the parcel and attach the other one on the outside.
  • CONTACT BRT courier through the link in the email to schedule your pickup (www.brt.it).
  Returns procedure in countries other than Italy
  • Go to ORDERS HISTORY and click "REQUEST RETURN" next to the order you want to return. (Please Note: the "REQUEST RETURN" button normally appears 3 days after the order is placed, and disappears automatically on expiry of the 100 days term in which you can return the goods)
  • Select the items you want to return and complete the procedure.
  • After submitting your return request you will receive an automatic confirmation E-MAIL where you will find:
    • A RETURN CODE associated with your order (e.g. RY1234).
    • Two SHIPPING LABELS in the body of the e-mail to be printed and cut out along the dotted lines.
  • PRINT the e-mail containing the shipping labels received; place a label inside the parcel and attach the other one on the outside.
  • The parcel you received contains also the DHL STICKERS WITH BARCODES. Attach one on the outside of the return parcel along with SHIPPING LABEL 1, and hand the other ones over to the courier at the time of withdrawal.
  • CONTACT the DHL EXPRESS courier through the link in the email to schedule your pickup.
After verification of the integrity of the product (as per General Conditions of Contract), the cost of the item/s will be refunded, while shipping costs will be retained by FFW S.r..l.