Return and Refund Policy



We are pleased that you have chosen to shop with us online. If for any reason you are not completely satisfied with your purchase, you have the right to return the products under the conditions set out below.

1. Right of Withdrawal

In accordance with the provisions of the Italian Consumer Code (Legislative Decree 6 September 2005, no. 206) and the European Directive 2011/83/EU on consumer rights, as transposed by Legislative Decree 21 February 2014, no. 21, you have the right to withdraw from the purchase contract and return the purchased products within 14 days from the date of receipt of the order, without having to provide any reason.

You can, if you wish, use the standard EU withdrawal form, although its use is not mandatory. Alternatively, you can send us any other explicit statement of your decision to withdraw.

2. How to Return an Item

To exercise the right of withdrawal, you must inform us of your decision to return the product through an explicit statement (e.g., by email or letter). You can use our Return Form (available in your account or upon request via email), but it is not mandatory.

Once we receive your request, we will provide you with return instructions.

Products must be returned unworn, intact, and with all original undamaged labels and packaging. We will not accept returns of items that show signs of use, stains, odors, or damage.

3. Pre-Return Instructions

Before accepting the package from the courier, check for any visible damage to the packaging. If the package is damaged, refuse delivery and inform us immediately. We will assist you in opening a claim with the courier.

At the time of return, ensure that the product is properly packed in suitable packaging so that it arrives at our warehouse in good condition. We cannot accept returns if the item is damaged due to inadequate packaging during return shipping.

4. Return Shipping Costs

Return shipping costs are the responsibility of the consumer. We recommend using a trackable courier for the return shipment, as we are not responsible for any loss or damage to the product during return transport.

The customer is responsible for providing proof of shipment of the return in case of dispute.

4.1 Specific DHL Conditions – failure to pick up, storage, and return

This section applies exclusively to shipments made with DHL. The customer is required to monitor the shipment via the tracking link until delivery and to promptly contact our support in case of problems. In case of incorrect or incomplete address, repeated absence of the recipient, failure to pick up at the branch/storage point, or refusal of the package, the shipment may be held in storage. If no release instructions are given within the terms, the carrier may not return the shipment to the sender and, after the storage period, may proceed with the disposal of the package according to its policy.

Storage costs and any return to sender are charged to the sender of the shipment. If the delivery failure is attributable to the customer (incorrect/incomplete address, absence, refusal, failure to pick up), such costs actually incurred and documentable may be withheld from the refund or requested before a new shipment. As an indication: storage €25.82 + VAT where applicable; return €30.99 + VAT where applicable. For a new shipment, the customer must pay in advance the storage/return costs possibly charged by the courier and the cost of the new shipment. The consumer's right of withdrawal under the law remains unaffected.

5. Return Shipping Address

All returns must be sent to the following address:

Shoplifts
Salita Passiatore 2
98167 – Messina (ME)
Italy

Tel: +39 3513468708
Email: shoplifts.store@gmail.com

6. Refund

Once the returned product is received and confirmed to meet the above conditions, we will proceed with the refund of the product amount within 14 days from the date of receipt of the return or from the day you provide proof of shipment, whichever occurs first.

The refund will be made via bank transfer or with the original payment method used for the purchase.

For DHL shipments that fail due to reasons attributable to the customer (incorrect/incomplete address, repeated absence, failure to pick up at the branch, refusal of the package), we will refund the price paid deducting exclusively the actual and documented logistics costs incurred (shipping, storage, return) up to the limit charged by the carrier; alternatively, we may request advance payment for a new shipment. This policy does not apply to returns exercised as a right of withdrawal, for which the legal rules remain valid (refund of the price and the initial standard shipping; return costs borne by the customer if informed in advance).

7. Damaged or Used Products

If the returned product is found to be damaged, used, or not in compliance with the conditions described above, we reserve the right to refuse the return.

In such case, the product will be resent to the customer at the customer's expense and the right of withdrawal will be canceled.

8. Damaged Return Shipment

In the event that the return package arrives damaged at our warehouse, we will contact the customer the next day to allow them to file a claim with the carrier for possible compensation, especially if the package was insured.

If a claim can be filed, we will provide instructions on how to proceed. If the package was insured, the customer may recover the product value from the carrier.

If no claim is filed or the package was shipped without insurance, Shoplifts is not responsible for any damage or loss of returned goods during return shipping.

If the product is damaged during the return transport and the customer does not file any claim, the product will be returned to the customer at their shipping cost and the return request will be canceled.

9. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to the following items:

  • Sealed products opened for hygiene reasons (e.g., underwear, socks, cosmetic creams, dietary supplements such as collagen, matcha, or other ingestible products).

  • Custom-made or personalized products.

  • Products that, by their nature, cannot be returned once opened (e.g., underwear, socks, cosmetic creams, supplements, matcha, collagen).

⚠️ For reasons of hygiene and consumer safety, we cannot accept returns of opened or unsealed items intended for ingestion or topical application.

10. Applicable Law

This return policy complies with the provisions of the Italian Consumer Code (Legislative Decree 6 September 2005, no. 206), updated by Legislative Decree 21 February 2014, no. 21, and the European Directive 2011/83/EU on consumer rights.

11. How to Contact Us

If you have questions regarding your right of withdrawal or wish to initiate a return procedure, contact us at the following contacts:

Email: shoplifts.store@gmail.com
WhatsApp: +39 3513468708