Refund policy

If for any reason the customer is not fully satisfied with their purchase, they may return or exchange the received products within 14 calendar days from the delivery date and choose either a refund or replacement.

Return shipping costs are the responsibility of the customer.

How to request a return:

  1. Ensure the products are in the same condition as when received.
    Important: returns of damaged or altered items will not be accepted.

  2. Contact return@alessia-alize.com and provide:

    • Your full name

    • Phone number

    • Order number (as per the confirmation email)

    • Reason for the return

  3. Indicate your preferred return method:

    • DHL Service Point – Indicate your selected drop-off location. To find the nearest one, visit the DHL Service Point website and enter your ZIP code.

    • DHL Home Pickup – Provide the pickup address, preferred date, and a time slot: 9–13 or 14–18.

     

Once you receive confirmation, proceed as follows depending on the selected return method:

DHL Service Point

We will contact the courier and send you a pickup confirmation and shipping label via email.
Attach the label to the package and bring it to your selected DHL Service Point.
The courier will collect the parcel from the location.

Key Optical Europe S.R.L. will refund the value of the returned items minus the return shipping cost (€20), only after verifying that all conditions are met.
Refunds will be issued using the original payment method only.

DHL Home Pickup

We will contact the courier and send you a pickup confirmation with applicable costs.
The courier will collect the package from your specified address.
Shipping costs will be communicated via email.

Key Optical Europe S.R.L. will refund the value of the returned items minus the return shipping cost (€20), only after verifying that all conditions are met.
Refunds will be issued using the original payment method only.

Packaging Instructions:

  • Carefully pack the product in its original packaging, which must be intact and include all accessories. Do not write anything directly on the original packaging.

  • Place the product(s) in a sturdy cardboard box.

Note: You may only return items from the country where the order was placed.

The right of withdrawal is entirely forfeited if the returned product is not intact, specifically in the following cases:

  • Missing or damaged tag on the front of the glasses

  • Missing or damaged original packaging

  • Missing integral components of the product

  • Product damage unrelated to transport

 

PRODUCT WARRANTY

All products sold are covered by the manufacturer’s standard warranty and a 24-month warranty from the date of delivery for conformity defects, in accordance with Legislative Decree 24/02. To receive warranty assistance, the customer must keep the receipt or invoice received with the purchased goods. By accepting the purchase contract, the customer acknowledges the current terms and conditions of the warranty assistance process.

The 24-month warranty under Legislative Decree 24/02 applies to products that present a conformity defect, provided they are used correctly, in accordance with their intended purpose and as described in the user manual or product information sheet.

By way of non-exhaustive example, wear and tear or natural aging of the product over time are not considered conformity defects. Due to the nature of the product and its handcrafted production, certain features such as variations in wood color on wooden frames, non-uniform coloring in floral engravings on plexiglass glasses, or the tactile presence of feathers on the edges of the glasses may occur. These characteristics are not considered defects but rather a guarantee of the product's originality.

In the case of a conformity defect, we will restore the product's compliance through repair, replacement, or termination of the contract.

If we are unable to repair or replace the defective product, we will provide a replacement with a product of equivalent features and value.

Return shipping costs are the responsibility of the customer.

To return a product under warranty, steps 1), 2), 3), and 4) listed in the RETURNS AND REFUNDS section must be followed.


Key Optical Europe S.R.L. will not accept returns that do not meet all the above conditions.