Returns: temporary changes

We are fully aware that during the holidays, it could be difficult to return a purchased item within 14 working days, especially if the product was a gift for a loved one. To overcome these logistical obstacles, we have decided to extend the return period until January 31st 2023 for all orders received between November 21st and December 31st 2022. However, any orders submitted from January 1st onwards will adhere to the standard policies (i.e. returns must be shipped within 14 working days from 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 item purchased. For more information, email: hello@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: hello@chervo.com.

 

You can choose to return any product bought on chervo.com within 14 days from the delivery date. To be eligible for return, the products must be in the same condition as when they were received, have all their cards attached and 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.

Here’s how to ask for a return:

• 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;
• Select the order that you want to return and specify which product/s will be returned. Then click on “confirm return request”;
• Check the e-mail you used for your order: you’ll receive confirmation of the return procedure, we took your request in charge;
• Stick the prepaid label on the original packaging (or on another, equally robust box) being careful to cover the previous label;
• Wait for the courier (FedEx)!

For more information on the conditions required to exercise your right of withdrawal, please visit our legal area.

 

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.

Bank transfer: The return will be issued via bank transfer on bank or postal account to be shared on the Return Form. The refund will be visible on your bank statement within 10 working days 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.

If you are returning a product/s from Europe you will be charged 17,50 €.

If you are shipping from Other countries outside the EU, please visit the dedicated section.