FAQ

BUYING ONLINE

What is your returns policy? How many days do I have to return a product?

Our Customers, only if they are the final consumer, may withdraw from the contract and return the products in accordance with the stipulated conditions, and thus receive a refund.
For further information and the conditions for returning products and obtaining a refund, we invite you to refer to the following sections:
Right of withdrawal notice (which includes information on the refund and
returns procedures)
Please contact us for any further information you require.
You can contact us through Customer Services or using the following contact details:

Blue Collars S.r.l.
Candiani Denim Store
Piazza Mentana 3
20123 Milano (Italy)
Email: [email protected]
Telephone: +39 0238318426 (lines are opened from Tuesday to Saturday, from 11:00 am to 2:00 pm and from 3:00 to 6:30 pm.)

How can I return a product?

The product can be returned using the free return label provided with each delivery (UPS).
– fill out the return form
– ensure that the products are in the same condition you received them in, with all their tags and disposable warranty seal still attached, otherwise we will not be able to accept your return and provide a refund
– affix the preprinted and prepaid label on the original box (or on another that is sufficiently robust), in a way that ensures the original delivery label is covered
– take your return package to one of the UPS Access Points, or book its collection on the UPS website www.ups.com or phone +39 0230303039, indicating the date and place of collection.

Your return will be insured against theft or loss during shipment.
The products must be returned within 20 days of the date on which you informed us of your decision to withdraw from the contract.
For further information on the conditions for exercising the right of withdrawal, please refer to: Right of withdrawal.

How long will I need to wait before receiving the refund?

The amounts paid shall be refunded, in the same currency in which the original purchase was made, as soon as possible and, in any case, within fourteen (14) days of the date on which Blue Collars S.r.l. received the returned products from the Customer or of the date on which the Customer provides proof of having returned the products (depending on which occurs first), by activating the refund procedure, after having ensured that the conditions stipulated in the General Terms and Conditions of Sale have been met.

To pay the refunded amount, Blue Collars S.r.l. shall use the same means of payment used by the Customer for the initial transaction.
If the recipient of the products indicated in the order request is different from the individual who made the payment for those products, the refunded amount, in the event of the right of withdrawal being exercised, shall be paid by Blue Collars S.r.l. to the individual who made the payment.

Can I return a customised product?

Returns are not accepted for products which have been customised.

PRODUCT INFORMATION

What can I do if an article I wish to purchase is not available online?

For information regarding articles not available online, please contact us on +39 0238318426, our Customer Services lines are open from Tuesday to Saturday, from 11:00 am to 2:00 pm and from 3:00 to 6:30 pm, or send an e-mail to: [email protected]

How can I choose the right size?

For information on sizes please refer to our size guide by clicking on the link in the product description page, found next to the “Add to basket” button.

PAYMENT

Which methods of payment do you accept?

Candiani accepts the following methods of payment for purchases made on candianidenim.store:
– Visa
– Visa electron
– Mastercard
– Circuito Maestro
– PayPal

The card payment has not been authorised; do I need to place a new order?

If you have received an e-mail from us informing you that the order has been cancelled, please place a new order online, or e-mail us at: [email protected] for help with your purchase.

Can I use multiple methods of payment for the same order?

We are currently only able to accept one (1) form of payment per order.

Is the VAT included in the final price and how can I request a VAT refund?

All final prices are inclusive of VAT.

SHIPPING AND DELIVERY

Which delivery options are available and what are the delivery costs?

We currently offer free standard delivery on all orders exceeding € 400.
Candiani Denim cannot be held responsible for any unforeseen delivery delays that are beyond its control.

How many days does it take for the goods to be dispatched to the courier?

From the moment the order leaves our warehouse, it is normally delivered within 1 to 3 working days.

Can I send orders to multiple addresses?

It is currently only possible to send an order to a single address. To send to more than one address, we kindly ask you to place an order for each address.
Orders cannot be delivered to PO boxes.

What happens if I’m not there when the delivery arrives?

Only one attempt will be made to deliver the package, if the customer is not present at that time it will be left at the UPS Access Point nearest to the delivery address.

How can I track my order?

Your shipping confirmation e-mail will include a link to enable you to track your delivery. As soon as we receive notification from UPS that your package has been delivered, you will receive a delivery confirmation message.

When will I receive my order?

To estimate the total shipping and delivery time for items which are immediately available, we suggest you allow 1 to 3 working days from the date the order is placed, in addition to the estimated delivery time.
The estimated dates will be shown before the order request is submitted.
The dates provided may vary and products could arrive either before or after the estimated date.

RETURNS

What is your return policy? How many days do I have to return a product?

For online purchases, The Candiani Denim Store will fully refund the price of the products, provided that they are returned by the Customer unworn, unused and undamaged, as well as accompanied by the relevant original invoice, with the institutional Candiani Denim Store packaging and with the ‘label or sticker or seal intact and attached to the product. The goods must be returned within 14 (fourteen) days from the date of receipt of the products. The Candiani Denim Store reserves the right to refuse the return of the products that do not comply with the requirements indicated above.

How long will I have to wait to receive the refund?

The Candiani Denim Store will do everything in its power to provide a refund as soon as possible. Returns on candianidenim.store are processed no later than 14 (fourteen) days from the date on which Candiani Denim Store was informed of the Customer’s decision to withdraw from the contract. The Candiani Denim Store will send an e-mail notification once the refund has been made. Refunds are made using the same payment method used for the purchase.

How to request a change with Candiani Denim Store?

To change a product and / or size or color of the purchased item, return the original product by following the return instructions provided with the shipping confirmation email. Please consider that the new order depends the availability of the products. You will be informed if we are unable to process your order.

SUPPORT AND CONTACT

For any request relating to products or online orders, please contact us at +39 0238318426

or by email at [email protected]

Our Customer Service is available from Tuesday to Saturday, from 11:00 am to 2:00 pm and from 3:00 to 6:30 pm.

FAQ Covid-19

INFORMATION ON COVID-19 (CORONAVIRUS)

Is purchasing products on candianidenim.store safe?

Making purchases is safe. To ensure the utmost protection for consumers, Candiani Denim Store follows all the advice received from the authorities regarding the selling of clothing and apparel, including during the period of Covid-19.
We do not sell used garments.

How will COVID-19 affect my order?

There may be a slight delay in delivering orders, these delays are beyond our control. The time required to dispatch orders to the courier remains 1 to 3 working days. We advise you to take note of the estimated delivery date provided in the e-mail we will send to you as soon as your order has been processed.
If you have any questions, please contact us via e-mail at: [email protected]

Is your customer services open?

Our customer services is open and can be contacted in the following ways:
– by e-mail at: [email protected]
– by telephone on : +39 0238318425
Opening times: Tuesday – Saturday from 11:00 am to 2:00 pm and from 3:00 pm to 6:30 pm.

WILL MY ORDER ARRIVE LATE?

Due to recent events, it is possible that your order may take longer than normal to arrive. You will receive a shipping confirmation e-mail as soon as your order leaves our warehouse.

WHEN WILL I RECEIVE MY REFUND?

We invite you to read the section: Right of withdrawal.