SHIPPING & RETURNS POLICY

SHIPMENT

WE OFFER COMPLIMENTARY EXPRESS SHIPPING TO OVER 70 LOCATIONS. PLEASE NOTE THAT SHIPPING SERVICES MAY VARY ACCORDING TO YOUR SHIPPING DESTINATION.

LANA VOLKOV PROCESSES ORDERS WITHIN 48 HOURS FROM THE DATE OF THEIR RECEIPT, ORDERS PLACED FROM FRIDAY TO SUNDAY WILL BE PROCESSED THE FOLLOWING MONDAY.

CUSTOMERS ARE TO TAKE CARE OF ANY DUTY AND TAX FEES. CUSTOMERS WILL CORRESPOND THIS AMOUNT TO THE COURIER SERVICE, ACCORDING TO THE PROCESS RECOMMENDED BY THE COURIER SERVICE ITSELF.

(IF YOU RETURN THE PRODUCT – ALL SHIPPING COSTS AND IMPORT DUTY FEES RELATED TO THE RETURN OF THE PRODUCT TO THE SENDER WILL BE CHARGED TO THE CUSTOMER.)

LANA VOLKOV CANNOT BE ACCOUNTABLE FOR DELAYS OF THE SHIPMENTS DUE TO METEOROLOGICAL CONDITIONS, CUSTOMS INSPECTIONS AND OTHER CIRCUMSTANCES THAT ARE IRRELEVANT TO OUR CONTROL.

TRACKING

WHEN THE ORDER WILL BE GIVEN TO THE COURIER SERVICE, CUSTOMERS WILL RECEIVE AN EMAIL FROM WWW.LANAVOLKOV.COM PROVIDING THE TRACKING NUMBER RELATED TO THE ORDER. IN ORDER TO MONITOR THE STATUS OF THE ORDER, CUSTOMERS MAY VISIT COURIERS OFFICIAL WEBSITE AND INSERT THE TRACKING NUMBER IN THE SPECIFIC AREA “TRACK YOUR SHIPMENT”.

WWW.LANAVOLKOV.COM INSURES EACH SHIPMENT FROM THEFT AND ACCIDENTAL DAMAGES AT NO EXTRA COSTS FOR CUSTOMERS. ONCE THE PARCEL REACHES THE FINAL DESTINATION, THE MERCHANDISE IS NO LONGER COVERED BY SUCH INSURANCE.

DELIVERY

DELIVERIES ARE MADE BY OUR TRUSTED COURIER, FROM MONDAY TO FRIDAY, EXCLUDING ITALIAN HOLIDAYS. IT IS NOT POSSIBLE TO INDICATE A PRECISE TIME WHEN A DELIVERY WILL BE MADE. THE COURIER MAY REQUIRE THE DELIVERY RECEIPT TO BE SIGNED.

LANA VOLKOV CANNOT TAKE RESPONSIBILITY FOR CUSTOMS CLEARANCE DELAYS OR FAILED PAYMENT OMISSIONS, BUT WE WILL TRY TO MINIMISE ANY DELAYS.

WE RESERVE THE RIGHT NOT TO DELIVER TO ANY COUNTRIES / REGIONS THAT ARE PROHIBITED UNDER APPLICABLE EXPORT LAWS. ORDERS CANNOT BE DELIVERED TO POST OFFICE BOXES OR SIMILAR ADDRESSES.

THE PRODUCTS INCLUDED IN THE SAME ORDER CANNOT BE DELIVERED TO DIFFERENT ADDRESSES.

RETURNS

THE PURPOSE OF L.L.G.V. S.R.L.S. UNIPERSONALE (“WE” , “OUR” , “LANA VOLKOV”) IS TO GUARANTEE YOUR FULL SATISFACTION. IF, FOR ANY REASON WHATSOEVER, YOU ARE NOT SATISFIED WITH YOUR ORDER, YOU MAY EXERCISE YOUR RIGHT TO RETURN PURCHASED PRODUCTS. TO WITHDRAW FROM THE CONTRACT, YOU MUST REQUEST A REFUND WITHIN SEVEN (7) CALENDAR DAYS FROM THE DATE OF RECEIVING THE PRODUCTS PURCHASED ON WWW.LANAVOLKOV.COM. PLEASE SEND AN EMAIL TO INFO@LANAVOLKOV.COM TO REQUEST A RETURNS FORM WHICH WILL NEED TO ME COMPLETED AND SUBMITTED BACK TO INFO@LANAVOLKOV.COM, YOU WILL THEN RECEIVE A CONFIRMATION EMAIL AUTHORIZING THE RETURN. ONCE YOU HAVE RECEIVED OUR CONFIRMATION TO RETURN YOUR ORDER, YOU MAY SEND THE PRODUCT BACK. RETURNED ITEMS MUST BE SHIPPED BACK TO LANA VOLKOV WITHIN FOURTEEN (14) DAYS FROM THE DATE THE PACKAGE WAS DELIVERED TO YOU.

THE RIGHT TO RETURN PRODUCTS SHALL BE DEEMED CORRECTLY EXERCISED ONCE THE FOLLOWING CONDITIONS HAVE BEEN FULLY MET:

  • THE SHOES MUST NOT HAVE BEEN WORN, WASHED, DAMAGED OR ALTERED IN ANY WAY AND MUST NOT SHOW ANY SIGN OF USE. THE SOLES MUST BE IN PERFECT CONDITION AND MUST NOT BE MARKED IN ANY WAY.
  • YOU MUST RETURN THE PRODUCT PROTECTED BY THE WRAPPING PAPER IN ITS ORIGINAL PACKAGING AND ORIGINAL BOX WITH ALL RELATED ACCESSORIES INCLUDED WHEN YOU OPENED THE PARCEL, SUCH AS: SHOE POUCHES, SHOE PILLOWS, CARE CARDS, SHOE ACCESSORIES, REPLACEMENT TAP-HEELS, GARMENT BAG, INCLUDING ALL COMPLEMENTARY ELEMENTS ETC.
  • THE SHIPPING COSTS FOR THE RETURN OF ITEMS ARE THE CUSTOMERS RESPONSIBILITY, PROVIDED THAT THE REASON FOR THE RETURN IS NOT BECAUSE OF AN ERROR ON OUR PART OR BECAUSE THE ITEM IS FAULTY OR DEFECTIVE.
  • ANY CUSTOMS CHARGES SHALL ALSO BE PAID BY THE CUSTOMER.
  • IT IS NOT POSSIBLE TO RETURN AN ITEM IN EXCHANGE FOR ANOTHER.
  • IT IS NOT POSSIBLE TO RETURN PRODUCTS WHICH ARE MADE TO YOUR SPECIFICATIONS OR PERSONALISED.

IF YOU HAVE FULFILLED ALL REQUIREMENTS SET FORTH ABOVE, WE SHALL REFUND THE PRICE FOR THE PURCHASED PRODUCTS, THOUGH YOU WILL BE RESPONSIBLE FOR PAYING FOR THE INITIAL AND RETURNED SHIPPING COSTS AND TAXES, WHICH WILL BE DEDUCTED FROM THE PURCHASED PRODUCTS.

THE PRODUCTS MAY BE RETURNED BY DISPATCHING THE PACKAGE THROUGH THE SHIPPING AGENT INDICATED BY LANA VOLKOV ON THE EMAILED RETURNS FORM OR THROUGH ANOTHER SHIPPING AGENT. YOU CAN RETURN YOUR PARCEL USING ANY POSTAL SERVICE. HOWEVER, AS THE PARCEL REMAINS YOUR RESPONSIBILITY UNTIL IT ARRIVES TO US, PLEASE REMEMBER TO KEEP A PROOF OF DISPATCH.

SHOULD YOU DECIDE TO USE THE COURIER INDICATED BY LANAVOLKOV.COM IN THE EMAILED RETURNS FORM, YOU WILL NOT HAVE TO DIRECTLY TAKE CARE OF THE RETURN SHIPPING COSTS, WHICH ARE AT YOUR EXPENSE. IN THIS CASE, LANA VOLKOV WILL PAY THE RETURN SHIPPING COSTS FOR YOU AND WILL DEDUCT FROM YOUR REFUND THE COST OF RETURN POSTAGE.

YOU HAVE A LEGAL OBLIGATION TO TAKE REASONABLE CARE OF THE PRODUCTS WHILST THEY ARE IN YOUR POSSESSION. YOU WILL BE NOTIFIED IF THE RETURNED PRODUCTS CANNOT BE ACCEPTED. IN THIS CASE, YOU MAY CHOOSE TO HAVE THE PRODUCTS DELIVERED BACK TO LANA VOLKOV. IF YOU REFUSE THE ABOVE DELIVERY, LANA VOLKOV RESERVES THE RIGHT TO RETAIN THE PRODUCTS AND THE AMOUNT PAID FOR YOUR PURCHASE OF THE PRODUCTS.

LANA VOLKOV RESERVES THE RIGHT TO REQUEST PHOTOGRAPHIC EVIDENCE FOR RETURNS REGARDING DEFECTIVE GOODS BEFORE AUTHORIZING THE RETURN AND PAYING THE SHIPPING COSTS FOR RETURNING THE GOODS BACK. IN THE EVENT OF DEFECTIVE GOODS OR SHIPPING ERRORS, LANA VOLKOV WILL PAY FOR THE RETURN SHIPMENT AT NO COST TO THE CUSTOMER OR REFUND THE COSTS INCURRED.

REFUND TIMES AND PROCEDURES

AFTER THE LANA VOLKOV HAS RECEIVED THE RETURNED PRODUCTS AND CHECKED THAT THE PRODUCTS MEET ALL REQUIREMENTS, YOU WILL RECEIVE AN E-MAIL THAT THE RETURNED PRODUCTS HAVE BEEN ACCEPTED. WHATEVER THE FORM OF PAYMENT YOU USED (CREDIT/DEBIT CARD), THE REFUND PROCEDURE WILL START WITHIN 14 DAYS FROM WHEN WE RECEIVED THE RETURNED PRODUCTS AND ONCE WE HAVE CHECKED THAT THE RETURN WAS CARRIED OUT IN COMPLIANCE WITH THE RETURNS CONDITIONS. THE TIME PERIOD FOR REFUNDING THE AMOUNT YOU PAID FOR PURCHASING THE RETURNED PRODUCTS DEPENDS ON THE PAYMENT TYPE USED:

PURCHASE BY CREDIT/DEBIT CARD: REFUND TIME WILL DEPEND ON THE CREDIT CARD COMPANY’S POLICIES.

PLEASE NOTE THAT THE RETURN IS AT THE CUSTOMER’S EXPENSE, AND AFTER EVALUATING THE CORRECT STATUS OF THE RETURNED ITEM, THE REFUND WILL BE ISSUED BY RETAINING THE COSTS OF THE INITIAL SHIPMENT AND DUTIES.