Faq

The answers to your most frequent questions.

Christmas Shopping

CHRISTMAS SHOPPING

Dear customer,
the period leading up to Christmas is without a doubt our busiest shopping period in terms of purchase flows. Due to the restrictions imposed by the current pandemic, the online shopping trend is set to reach new and ever more significant heights. Like all of us right now, you will probably be starting to think about gifts for your loved ones. For this reason, we wanted to inform you about the actions we have taken in order to prevent - as far as is within our control - any transaction or delivery issues that may arise.

Returns: temporary changes

We are fully aware that during the festive period, it can often be rather difficult to return a purchased item within 14 working days, especially if the item in question was a gift for a loved one. To overcome these logistical obstacles, we have decided to extend the return period until 31/01/2022 for all orders received between 20/11/2021 and 31/12/2021. However, any orders submitted from 01/01/2022 onwards will adhere to the standard policies (i.e. returns must be shipped within 14 working days of the date of delivery). We would also like to take this opportunity to remind you that it is not possible to change the size and/or colour of any items purchased. For more information, email: help@chervo.com. Our customer service team is available Monday to Friday, from 8.30 am to 5.30 pm

Shipping

Unfortunately, during the Christmas period, we will not be able to deliver on our 48-working hour delivery promise. All shipments may be delayed by up to 5 working days (7 days off mainland). To receive updates regarding the status of your packages, use the tracking service indicated in the shipping confirmation email. Delivery by 24/12/2021 is guaranteed for all items purchased before 10/12/2021. For more information, email: help@chervo.com. Our customer service team is available Monday to Friday, from 8.30 am to 5.30 pm.

Refunds

It takes on average 5 working days - from the shipping date - for returns to be delivered to our warehouses. Once received, the items are subjected to a thorough acceptance process that can take up to 2 working days. During the Christmas period, these procedures can take longer than usual. As a result, it may also take a little longer than usual for your refund to be received. However, please rest assured that we are constantly working towards optimally minimising the handling times. In fact, we are committed to guaranteeing a punctual and satisfactory service for all our customers. Should you encounter any problems or wish to inform us of any shortcomings, please send an email to: help@chervo.com.

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About Brexit

DEAR CUSTOMER,

We have received many queries regarding what has changed now that the United Kingdom has left the European Union.

Therefore, we would like to clarify how purchases made on chervo.com have been affected by the trade agreement between the UK and EU.


As a result of Brexit, any purchases over £135 may be subject to export charges, including VAT and customs duties calculated at 12% of the purchase total.


However, please rest assured that: you will not have to pay any of these additional costs upon receipt of the goods, Chervò has decided to protect our beloved customers, like you, who choose to wear our garments on and off the green.


In fact, all of our parcels are shipped via the Fedex Delivery Duty Paid service, which means that we pay any VAT and customs fees.


Also, we would like to inform you that Chervò has introduced a minimum spend of £135. We will no longer be able to process any orders below this threshold.



Changes made to the returns process

Should you decide to return a garment, your refund total will be net of the shipping costs and returns customs fees. For more information on returns, visit the Return Policy section.


Once you have submitted a return request, our customer service team will email a customs document which is needed for the returns process.

Important:

please affix the above-described document to the outside of the package, in the appropriate document pocket.


We have provided an example below:


Refund times vary depending on the chosen payment method:


Should you decide to return a product worth £100, you will first need to fill out a return request. You will then receive an email containing the customs document to be attached to the outside of your package. As soon as the return has been checked and authorised, it will be processed as follows:


£100 = product total amount returned


£11.50 = shipping cost


£100 x 12% = £12 customs duties fee


£12 disbursement fee


Total amount refunded: £64.50

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Return & refunds

RETURN POLICY

You can choose to return any product bought on chervo.com within 14 days from the delivery date. Here’s how:
1. Log in to your profile page and click on your “orders”. You’re not registered but want to issue a return? Please fill in this form;
2. Select the order that you want to return and specify which product/s will be returned. Then click on “confirm return request”;
3. Check the e-mail you used for your order: you’ll receive confirmation of the return procedure, we took your request in charge;
4. Itick the prepaid label on the original packaging (or on another, equally robust box) being careful to cover the previous label;
5. Wait for the courier (TNT or FedEx).

Important Information:

To be eligible for return, the products must:
- Be in the same condition as when they were received;
- Have all their cards attached;
- Be contained in a well-sealed box (original or similarly robust).

If your return won’t satisfy these conditions, we won’t be able to accept it and pay the corresponding refund. It is not possible to change the size or colour of your items.
For more information on the conditions required to exercise your right of withdrawal, please visit our legal area.



REFUNDS

Refunds are issued after receiving your return and their approval process in our warehouse.


Generally, returns are delivered to our warehouse within 5 working days from their shipping date. When delivered, the items undergo a careful approval process that can take up to a maximum of 2 working days.


You can keep track of all phases via the email tied to your ordeR.


Refund times vary depending on the chosen payment method:


Credit card: Our bank will issue the refund within 14 working days from the Return Confirmation email. The amount of time needed for the refund to show on your account depends from your lending institution.


PayPal: The refund will be visible on your PayPal account within 48 hours from the Return Confirmation email.


Alipay: The return will be visible on your account within 48 hours from the Return Confirmation email.


Returns are not comprehensive of delivery fees like shipping costs, duty and taxes.


The return shipping costs are charged to the customer, for information on shipping costs visit the dedicated section.

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Shipping costs and timing

SHIPPING COSTS AND TIMING

We ship in Italy and worldwide, below you may find all information related to costs and timing!
- Italy: Express 1-2 working days;
- Worldwide: Standard 3-5 working days.


To determine delivery costs in your country, please visit our dedicated section


Deliveries are performed within office time from Monday to Friday, holidays excluded, and are carried by TNT couriers for Italy and FedEx for worldwide expeditions.


You can check the status of your order and track its delivery at any time. Copy the order number your received in the confirmation e-mail and paste it in the Follow your order page here. If you’re a registered user, you can also find all information on your order within your profile. You’re not yet part of Club Chervò? Register now to access exclusive services!


All orders are automatically processed and we’re not able to change delivery or shipping dates.


You’re yet to receive your order and a contest is coming? Get in touch with this form

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Chervò Social

SOCIAL POLICY

Chervò social media (Instagram, Facebook and Twitter) are a place for Golf lovers where to discuss this sport, from most performing garments for every season all the way to worldwide events.


To safeguard a pleasant, interesting and productive environment for the whole Chervò family, we reserve the right to:
- Remove non-pertinent comments, bound to other companies and / or commercial promotion that are not authorised;
- Delete offensive comments towards Chervò and all its users;
- Contact authorities in case of copyright violation, defamation or dissemination of unauthorized third party data;
- Notify misbehaviour to the platforms themselves, which will take the actions they retain most appropriate.


In order to preserve Privacy, we invite all our users not to publicly share personal information and/or related to their orders.

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Size guide

SIZE GUIDE

We want to make sure that your garment is tailored to you and incredibly performing, that’s why each product page features the garments’ dimensions in cm for Men size 48 and Women size 42 as baseline.


Visit our size guide:
- Men's size chart
- Women's size chart

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Payments

PAYMENTS

We accept payments via Visa, MasterCard, American Express, JCB, Visa Electron credit cards, Maestro debit cards, PayPal and Alipay.


The amount related to each order issued with credit card will be billed upon shipping.


The “Fast Buy” feature is also enabled to allow you to save your credit card information not to manually input the information for future orders.


PayPal e Alipay: to comfortably purchase online, without the need to enter your credit card credentials. Per registrare un nuovo conto PayPal, visita il sito paypal.com. When paying via PayPal or Alipay, the amount is charged upon completion of the order. To register a new PayPal account, please visit paypal.com.