Return & Refund Policy
Returns Policy
We want you to be completely satisfied with your purchase, which is why we offer a hassle-free return policy. If for any reason you're not satisfied, you have 14 days from the package delivery date to request a return provided that all items are in perfect and unused condition with all the original tags attached. Products marked as “final sale” cannot be returned or exchanged.
There are exceptions for certain brands. The following brands are not eligible for returns:
- Basma Collection (refer below to Basma Collection's return policy details)
If you have any questions regarding our return policy or specific brands, please feel free to contact our customer service team.
Return Requirements
Since your order is shipped directly from Italy, all returns are processed through Italian customs. This process may involve additional shipping costs, customs duties, and courier fees, which is why we do not offer free returns at this time.
The customer is responsible for the following which will be deducted from the refunded amount:
- Shipping fees both ways (delivery & return) depending on the destination country.
- Reimportation customs duties and taxes (if any), or other changes incurred for the return;
- A return fee of 28 USD per item applies to orders under 800 USD. Orders over 800 USD, an additional processing fee of 50 USD per returned item will be charged.
We strongly recommend reviewing your country’s customs and duties policies before placing an order. Please note, customs duties are nonrefundable through Choosh. You may be able to recover customs duties by contacting the local customs bureau directly. This option may not be applicable in all countries, so we recommend that you hire a customs broker to determine whether you can apply for a refund for customs fees related to your return.
TO BE ELIGIBLE FOR A RETURN, THE ITEM(S) MUST MEET THE FOLLOWING REQUIREMENTS:
- Returned items must be new, unused in their original packaging with tags and labels attached, including the dust bag and/or brand box.
- Returned items must be unworn, unwashed, unused, unironed and undamaged.
- Shoes must be returned in their original boxes.
- Lingerie and hosiery must be returned in their unopened packages.
- Swimwear must be returned with the hygiene seal attached. Swimwear must only be tried on over your own undergarments.
- Items received separately should not be returned together. Please return each item individually using separate shipping boxes and return labels.
- Products marked as “final sale” cannot be returned or exchanged.
THINGS TO KEEP IN MIND
- Do not apply stickers directly to the shoe’s original packaging.
- Avoid wearing perfume or makeup while trying on items.
- Shoes should be tried on inside, on a carpeted surface; be mindful not to scratch the soles or damage the shoebox (which is considered part of the product).
- Colors can appear as a slightly different shade on your display depending on your computer monitor, mobile device, or tablet. We always make our best effort to display colors as accurately as possible, but we cannot guarantee colors.
Please Note: Items that are used, damaged, soiled or returned without the correct packaging, labels and designer authenticity cards in perfect condition and that do not meet these standards and conditions will not be accepted and will be sent back to the client at the customer’s expense.
Return Process
To initiate a return, please contact us at customerservice@choosh.com with your order number, the item(s) you're returning, and the reason for the return. We will then send you a return shipping label along with instructions on how and where to send your package. Please note that items returned without a prior return request will not be accepted, and we kindly ask that you do not use your own return label.
Returns must be shipped from the same country as the original shipping address. You may not ship the order to one country and then return it from an address outside that country.
We monitor customer returns and reserve the right to refuse any returns at our discretion. Excessive returns may result in the closure of your Choosh account.
If the item is defective, damaged, or you receive the wrong item, please contact us immediately at customerservice@choosh.com. We'll respond to your return inquiry within 24-48 hours.
Refund Process
Once your returned item has been received, it may take up to 5-7 business days to verify that it complies with our return policy. If your return is approved, your refund will be automatically issued to your original payment method. Please note that refunds can take up to 10 business days to process depending on your bank or credit card provider. Any difference in the amount refunded depends on the changes in the exchange rate and will therefore not be refunded.
Non-Returnable Items
Some items, such as perishable items, may not be returned. Perishable items include, but are not limited to food, flowers, plants, and custom-made products. We do not accept returns on final sale items or gift cards.
Exchanges
Our online store does not support direct exchanges. However, you can return the item you received and purchase the desired item separately. This ensures the fastest processing time for your order.