FAQS

Exchanges and returns

• What is your Return Policy?

  You can request a return for any item purchased on the Stone Island Online Store within 20 days of the delivery date.
  
  Once you have filled in the Return Form, you have up to 14 days to ship the parcel back to our Distribution Centre.
  
  Returned items must comply with our Return Policy:
  
  • They must be returned unworn, undamaged and unused, with all tags attached and the original packaging included
  
  • Should you wish to return an accessory or a pair of shoes, please return it in the original box containing the item's Card of Authenticity. You can find the card (a QR code) in an envelope inside the original box.
  
  • The package can only be shipped from the same country it was delivered to
  
  • The purchase was done on stoneisland.com or through the online Click From Store service in a Stone Island Boutique
  
  • Less than 20 days have passed since the courier delivered the order
  
  If all the above conditions are met, then:
  
  • Simply click the return button after you have received the package and if you are not registered, fill in the online Return Form
  
  • Replace the shipping label on the box with pre-paid return label UPS
  
  • Fill out 3 copies of the Return Proforma invoice that came with your parcel. If the forms are not complete, the package will not pass Customs and will be returned to you. Remember to include a copy in the return box, and keep the other 2 copies to give to the courier at pickup or drop-off.
  
  • Contact UPS to arrange the pickup or leave the parcel at a designated drop-off location.
  
  We normally verify and process returns within 3 business days from when they are received. The refund will be issued upon return acceptance, and you will receive a confirmation email.
  
  If the above conditions are not met, please note that we will be unable to accommodate your return request, and the item(s) will be shipped back to you.
  
  For further information on the conditions for exercising your right to return, please see the Legal Area.

• How do I ship my return?

  Stone Island offers a free return shipping label through the courier UPS that you will find in the parcel upon its delivery.
  Fill in the Online Return Form within 20 days of the delivery date. You then have up to 14 days to ship the parcel back to our Distribution Centre.
  
  How to ship the return:
  
  1. Make sure the return complies with our Return Policy
  
  2. Pack the item(s) in the original order box or any sturdy carton box
  
  3. Stick the pre-paid UPS label over any prior delivery information. The pre-paid label gives you free return shipping.
  
  4. Fill in the three Proforma Invoice copies you received with the original order. Include one in the return box, keep the others to give to the courier at pickup or drop-off
  
  5. Drop the package at your nearest UPS location or contact the courier in order to organize the pickup
  
  Please note that for some remote locations UPS does not cover the return service, therefore the prepaid return label may not be included in your parcel. Please get in contact directly with our Client Service, our team will support you by providing you an alternative return pickup service.

• Can I use my own return service?

  Should you prefer to ship the return using a different courier, return shipping fees will be completely at your expense.
  
  In this case, we suggest you choose a trackable and insured delivery service, as stoneisland.com will not be responsible for any issues that may arise from the loss, damage or theft of returns that were not shipped using our pre-paid UPS label.
  
  Please return your parcel to our distribution centre:
  
  INDUSTRIES SPA Via Dogana PO 2A BLOCCO L 29015 Castel San Giovanni (Piacenza) Italia
  

• I lost the pre-paid return label, what can I do?

  If you have lost your Return Label, please contact our Client Service.

• How are refunds issued?

  Online returns are usually accepted within 3 business days upon receipt to our Distribution Centre.
  
  These 3 days are necessary to check that the items meet our Return Policy conditions. Should your return not meet these conditions, the items will be sent back to you.
  
  The refund is issued to the same payment method you used for the purchase. You will receive a confirmation email once the refund has been requested.
  
  The time needed for the credit to show in your account may vary based on the payment method used and on local banking procedures.

• Can I make an exchange for a different item?

  If you are a registered client and wish to exchange an item from your order, you may find your order information in "My Account". If you are not a registered client, you may complete the Exchange Form in the Client Services area within 20 days from the delivery date. You then have up to 14 days to ship the parcel back to our Distribution Centre.
  
  For each item you wish to exchange, select the new item and the reason for return, and proceed with the exchange. Should the new product be more expensive, a new payment for the price difference is required. In case the price is lower, you will be refunded for the outstanding amount once we receive your return.
  
  Follow our Return Policy standards and guidelines to return the garment you wish to exchange. Please remember that items can be exchanged only one time.
  
  The new item will be shipped to you once the return will be received and accepted at our Distribution Centre.
  
  Also, should you wish to return and exchange different items belonging to the same order, they can be shipped back together.