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Shipping

  • Orders are processed from Milan or Rome, Italy, from Monday to Friday. Orders are processed the day following the order date, or the first available working day. Orders placed from Friday to Sunday will be processed the following Monday. 
  • After the order is processed, shipping times to Europe are 24 hours.
  • The amount of transactions made by credit card is charged at the time of order processing.
  • We’d like to inform our clients that delays in shipments may occur during promotions and sales.
  • Please note that it is illegal to declare on the invoice values ​​lower than the amount actually paid by the customer or to declare goods as GIFTS, therefore requests from customers relating to these activities will not be accepted.
  • One Block Down cannot be held responsible for delays in shipments caused by weather conditions, customs controls or other circumstances beyond our control.
  • When the order will be tendered to the courier, customers receive an email providing the tracking number (AWB) related to the order together with a link to track the order. 
  • At delivery time, customer are kindly invited to carefully inspect the parcel before signing and confirming the completed delivery of the same. One Block Down's parcels are carefully sealed.
  • In case the customer receives a parcel that has been opened by Customs or by the Carrier for authorized inspections, the parcel will be closed with a guarantee seal by the specific authority.
  • If the package appears to have been tampered with or the original adhesive tape is not intact, the customer is asked to sign the reception of the package with reserve or to refuse delivery of the package. In case of evidence of tampering with the package, the customer is required to open a complaint with the local DHL or SDA office and to contact promptly One Block Down at the email address contact@oneblockdown.it.
  • In the case of a tampered package, if the customer does not sign the receipt with reservation, the delivery is automatically considered accepted and consequently any complaints will not be accepted. 
  • By placing an order, customers establish a commercial relationship with One Block Down and commit to accept delivery of the parcel related to the order placed. If the parcel cannot be delivered to the given shipping address due to causes ascribable to the absent cooperation of the customer (wrong or incorrect phone number, wrong or incorrect shipping address, absent receiver), or if the customer refuses to collect the parcel, the parcel will be returned to the sender One Block Down in Italy at customer’s expense. The expense includes shipping costs and any duty and tax fees; the amount will be deducted from the total amount of the order to be refunded.

Returns

  • For any reason, the customer can return the order, in whole or in part. Items can be returned for cash or credit refunds within 14 days of receiving the package. The items must be returned in the same condition in which they were originally sent, well packaged and with the return sign still attached.
  • Returned items must not have been worn, washed or altered in any way. The soles of the footwear must be in perfect condition and not showing any signs of use.
  • The items must be returned with all the original labels, wrappers and other accessories (dustbag, clothing covers, etc.) received in the package. The footwear and accessories must be returned in their original packaging, which must not be damaged and altered or used as a packing box for shipping.
  • To return the goods, costumers are asked to visit the return center and request their return authorisation number (RAN). The request will be processed by our operators and you will receive by email all the instructions for making the return shipment.
  • Authorized returns must be shipped from the same country where the order was originally shipped.
  • The shipping costs related to the return of the goods are charged to the customer.
  • To start your return request, please visit our return center by clicking on the link in the footer.

Refunds

  • In the event that the customer requests the refund of the returned order, the refund is made upon receipt of the package and only after quality control of the returned items.
  • For orders paid by credit card, the refunded amount will be visible on the next card statement. The processing time may vary depending on the credit card company, in any case it is about 20 working days.
  • Refunds are issued in the same currency as the original purchase.
  • Shipping costs are never refunded.

It is possible to write at contact@oneblockdown.it or to use the form below.

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