Customers have the right to withdraw from this contract within 14 days from the date of receipt of goods. The Customer must carry out the return authorization request procedure specified here in the “My Account” section. The return must be made according to our procedure and by Bartolini courier (for orders placed in Italy) or by DHL EXPRESS (for orders placed abroad). The pick up can be booked by calling Bartolini / DHL EXPRESS Call Centers. The goods shall be sent to the following address: FFW Srl c/o PHOENX Via delle Cerbaie, 41/43, 55011 Altopascio LUCCA, Italy. The customer must return, at his own risk and responsibility, at the above address, the purchased Items intact and complete (including the original packaging), no later than 14 days from receipt of the products purchased. Solely for the purpose of calculating expiry of the above mentioned 14 working days, the Products are intended as returned at the time at which they are delivered to the courier. The right to withdraw may be exercised for all Products purchased and may not be exercised only in relation to part of the goods ordered.


Return Terms and Conditions

  • Items cannot be worn, washed or altered in any way
  • Each item must have all original tags, packaging and accessories received with the order. Shoes and accessories must be returned with their original boxes, which are considered integral parts of the products and cannot be damaged and/or altered in any way.
  • In the case of defective or incorrect merchandise, or if errors occur in the shipment process by FFW S.r.l, the Client must follow the instructions above (Return). FFW S.r.l. reserves the right to request photographic support regarding defective or incorrect merchandise before authorizing a return and bearing the charges for the shipment and import fees.
  • Swimwear and undergarments (bikinis, briefs, swim trunks etc.) must be tried on over underwear. Returns will not be accepted if the protective hygienic strip has been removed or if the items have any sign of use or wear.
  • All returned merchandise is subject to re-entry inspection and must respect the parameters listed in the return policy.
  • FFW S.r.l. reserves the right to refuse returns that are unauthorized or not sent with Bartolini/DHL EXPRESS couriers without prior authorization from the customer service. Authorization shall be requested via email at the address of the customer service.
  • Customized items cannot be accepted for return.
  • Returned items must be handed over to the courier ready packet in order to limit any possible damage to the merchandise.



Upon verification of the integrity of the product (as stated in the General Terms and Conditions), the amount paid for the item (s) will be reimbursed, while shipping costs paid at the time of purchase will be retained FFW S.r.l. In all cases where withdrawal is not lawfully and validly applied by the Customer, FFW S.r.l. shall return the Product to the Customer, at the Customer's own risk and expense; Customer must also address the organization for the return of the goods. Should the Products returned by damaged during transport for return to FFW S.r.l., the Customer shall be informed of all damages reported no later than the second working day as from the receipt of Products, in order to allow the Customer, in turn, to inform the courier and claim his rights with regard the courier. At the same time, the Products damaged during transport shall be returned to the Customer, at the Customer's own risk and expense. Should withdrawal be exercised in accordance with the provisions of current legislation, FFW S.r.l. shall reimburse the amounts paid by the Customer. Reimbursement shall take place free of charge as quickly as possible and, in any case, within fourteen days of the date on which FFW S.r.l. became aware of the Customer's having exercised his right to withdraw. FFW S.r.l. will not notify the receipt of delivery to its warehouse. Customers can check for successful delivery with the courier entrusted with the return shipment. The customer will receive an automatic email notification from our bank confirming the reimbursement of the payment by FFW S.r.l. within the provided 14 days. FFW S.r.l. is not responsible for the time required to reimburse the payment, which is fully regulated by the issuers of the credit cards used.