ORDERS

All orders placed Monday to Friday will be processed within 2-3 business days once the payment has been verified.
The orders placed on Saturdays, Sundays or on any holiday will be processed within the same terms starting from the next business day.

SHIPPING

All our shipments will be made by DHL courier.
All parcels will be delivered to the address specified at the time of the order: the delivery date will be intended as indicative but not binding for Random Identities.

A quote of shipping costs will be charged to the customer, according to the following chart:

Any customs duties and/or import taxes are charged to the customer, to be paid to the courier upon delivery.
The timing for the parcel’s customs clearance is beyond the control of Random Identities, which should not be held responsible for any delays in the delivery.

If the delivered goods are damaged or non-compliant, the customer must immediately report it to the courier and sign the delivery slip with reserve, as well as promptly inform Random Identities at the following e-mail address:

contact@randomidentities.com

TRACKING OF THE SHIPMENT

When the parcel is entrusted to the courier, the customer receives an e-mail containing the tracking number to monitor the status of the shipment.

If the customer is not available at the time of the delivery, DHL deposits the parcel at the nearest DHL access point, giving the customer the opportunity to use the on-demand delivery service to schedule the delivery at a convenient time.

RETURN

The customer has 14 (fourteen) calendar days to return the purchased goods.
Purchased products can be returned but not replaced (no exchanges are made).

Only returns that meet the following criteria are accepted:

• The products must not have been worn, used, washed.
• Sales tags must be attached.
• The products must be returned in their original packaging together with all the delivery spares (buttons, dust bags, hangers, safety tags….).
• The products must not be damaged.
• The footwear must be tried on a carpet or similar and the sole must not show any kind of marks.
• Returns will not be accepted for underwear, customized products and “friends and family” sales

HOW TO REQUEST A RETURN

To request a return, fill out the form below reporting:

• Reason for contacting us
• Personal info of the person who placed the order
• Order number
• Item code of the garment(s) you wish to return
• Reason for the return request
• Payment of the return fee, as per the attached chart

Once the return request has been completed, the customer will receive an email from Random Identities’ customer service with the DHL label to return the goods.

REFUND

Once the returned goods have been checked into the warehouse and verified by Random Identities, and if they meet the criteria above described, the refund is processed through the same payment method used to complete the purchase, within 14 (fourteen) business days.