Refund policy

Last updated: 1 October 2026

This page explains how to exercise your right of withdrawal and obtain a refund for purchases made on chiaradalba.it, pursuant to Articles 52–59 of Italian Legislative Decree 206/2005 (the "Consumer Code"). The seller is Krystal S.r.l., Via Lavinaio Primo Tratto 18/c – 80044 Ottaviano (NA), Italy, VAT no. 06555961215, email info@chiaradalba.it, tel. +39 081 529 7087.

The right of withdrawal applies to consumers, i.e. individuals buying for purposes outside their trade or profession.

Can I return a product?

Yes. You have the right to withdraw from the contract within 14 days of the day you receive the products (or the last product, if the order arrives in several shipments), for any reason and without giving any justification.

By when must I notify you and send the parcel back?

Within 14 days of receipt you must tell us that you wish to withdraw (see below how).
Within 14 days of that notice you must hand the parcel to the courier.

Withdrawal requests sent more than 14 days after receipt cannot be accepted.

How do I request a return?

From your account (recommended): you can reach the online withdrawal function from any page of the site through the "Withdraw from purchase" link in the footer.

Go to My account → Orders and click Return next to the order;
Choose the item to return from the drop-down menu;
State the reason for the return (optional: it only helps us improve our service);
Click Add item to return if you want to return other items;
Press Send;
We will send a courier to collect the parcel at the address you provided.

Alternatively, you can send us any clear statement of your decision to withdraw to info@chiaradalba.it or to our certified email (PEC) krystalsrl@arubapec.it, stating the order number and the items to be returned. You may also use the withdrawal form at the bottom of this page (it is not mandatory). We will confirm receipt by email.

How much does a return cost?

Collection of the parcel by our courier costs €5, which will be deducted from the amount refunded. If you prefer, you can send the parcel back with a courier of your choice, at your own expense, to: Krystal S.r.l., Via Lavinaio Primo Tratto 18/c – 80044 Ottaviano (NA), Italy. In this case we recommend a tracked shipment: the risk of the return shipment is borne by you.

The return is free of charge if the product is faulty or different from the one ordered (see "I received a faulty or wrong product").

In what condition must I return the items?

You may handle and try on the garments as you would in a shop, to check their nature, characteristics and fit. However, we ask you to return them:

unworn, unwashed, unstained and undamaged;
with all inside labels and tags attached;
in their original packaging, where applicable.

If an item reaches us used beyond what is necessary to try it on, damaged or without labels, the withdrawal remains valid but, as provided by Article 57 of the Consumer Code, we may deduct from the refund an amount equal to the reduction in the product's value. We will always contact you first to explain why.

Are there items I cannot return?

Yes. For hygiene and health protection reasons (Article 59(e) of the Consumer Code) the following are excluded from withdrawal:

Underwear: cannot be returned if the sealed packaging has been opened or the hygiene seal removed;
Swimwear: cannot be returned if the hygiene sticker has been removed;
Perfumes and cosmetics: cannot be returned if the sealed packaging has been opened or the cellophane removed.

Accessories can be returned, preferably in their complete original packaging; otherwise the rules above on reduction in value apply.

Can I cancel an order?

You can cancel your order free of charge until it has been shipped by writing to info@chiaradalba.it. If the order is already on its way we can no longer stop it, but you can always exercise your right of withdrawal after receiving it, as described on this page.

Can I keep the item after requesting a return?

Once the procedure has been started from your account, the collection is booked automatically. If you change your mind, write to us as soon as possible at info@chiaradalba.it: if the courier has not yet been activated, we will do our best to cancel the request.

When and how will I receive my refund?

We will refund the price of the returned items and the standard delivery costs you paid (if you return the whole order). We do not refund the extra cost of any express shipping you chose instead of standard shipping.
The refund is made within 14 days of the day we receive your notice of withdrawal. We may wait until we have received the products, or proof that you have shipped them, before making it.
The refund is made using the same payment method used for the purchase, at no cost to you. The time it takes to appear on your account or card depends on your bank.
If you paid with Klarna, the refund is sent to Klarna, which will update or cancel your payment plan: you can follow it in the Klarna app.

I received a faulty or wrong product

All products are covered by the 24-month legal guarantee of conformity from delivery (Articles 128 et seq. of the Consumer Code), which is separate from and independent of the right of withdrawal. If an item is faulty, damaged or different from the one ordered, write to us at info@chiaradalba.it with the order number and a few photos: at no cost to you, we will repair or replace it or, if neither is possible, reduce the price or refund you.

If the parcel arrives visibly damaged, we recommend accepting it "with reservation", telling the courier, and letting us know as soon as possible.