Refund policy

 REFUND POLICY

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. It is only possible to exchange or return a product once, so returns or exchanges of already exchanged items are not accepted.

To start a return, you can contact us at info@shoptoiletpaper.com. Please note that returns will need to be sent to the following address: Via Giuseppe Balzaretti 4 20133 Milano (MI), Italy.

If your return is accepted, you can proceed with the shipment. Only the return costs are charged to the customer. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@shoptoiletpaper.com.

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Item exchange

We can exchange items for any other product in the same price range as the price paid to purchase the returned item. In the case of an exchange the shipping of the new item will be free of charge. With regard to return shipment, the terms described under 'Return Shipment' remain valid.

Refund

We will inform you as soon as we have received and inspected your return and let you know whether the refund has been approved or not. If approved, you will automatically be refunded using your original payment method. Please note that the bank or credit card company may take some time to process and register the refund as well.

Return shipments

Return shipments for returns or exchanges of orders placed in countries (e.g. Italy, Germany, France, Spain) are the responsibility of the customer. Once the return or exchange request has been accepted, you will be responsible for sending the package with a courier of your choice to the address provided in the return or exchange confirmation email.

We can exchange items for any other product in the same price range as the price paid to purchase the returned item. In the case of an exchange the shipping of the new item will be free of charge. With regard to return shipment, the terms described under 'Return Shipment' remain valid.