Shipping your parcel
Packages are usually sent within 3 or 4 days of receipt of payment and are sent by GLS courier for deliveries in Italy or by DHL for deliveries abroad with tracking and delivery without signature. If you prefer delivery with a courier of your choice, there will be an additional fee, so please contact us first. Whichever shipping method you choose, you will receive a link to track your order online.
The shipping costs include both the handling and packaging costs as well as the postage costs. The handling costs are fixed, while the transport costs can vary depending on the total weight of the shipment. We therefore recommend grouping your items into one order. It is not possible for us to group two separate orders placed separately, so shipping costs will be charged for each shipment. Your package will be shipped at your own risk, but we will take extra care with fragile items. The boxes are correspondingly large and your items are well protected.
The return/replacement of garments
Please follow the steps below to make a return or exchange:
1. Visit our page agora-shop.it
Registered customers can select the order they want to return in the "Order" section in the "Your Page" section. If you are not registered and do not have an account, you can access "Orders & Returns" in the footer or main menu and search for your order using your order number and email address. Once selected, you can start the return or exchange process. If possible, please provide the reason for the return or exchange so that we can better serve you in the future.
2. Confirm the details of the return
You can follow the usual online return procedure, but you can also drop off the package at a drop-off point or return the purchase to one of our boutiques in Merano.
a) If you choose the normal online return procedure, please provide us with your pick-up address, phone number and date for pick-up, as these details will be shared directly with the courier. Once you have completed the online form, we will send you an email confirming your return or exchange request, which will include your Return Authorization Number (RAN) and the documents to be printed. In the event that the specified pick-up date does not suit your needs, please contact the courier via the phone number provided to arrange an alternative date. The carrier will ask for the tracking number included in the "Return or Exchange Confirmation" email. Alternatively, we ask you to contact us for further assistance.
b) If you choose to drop off your package at one of the courier's locations, you must first complete the online return/exchange request. Once you have entered all the details, we will send you a confirmation email containing the Return Authorization Number (RAN) and the shipping label to be printed and affixed to the outside of the package.
c) To return the items to one of our Agorà Luxury stores, you must select one of our stores of your choice. Once you have completed the online form, we will send you an email confirming your return request, which will include your Return Authorization Number (RAN). We remind you that it is also necessary to present the following documents (printed or on smartphone) in the store to complete the return:
- a valid identity card.
- The "purchase confirmation" via email or a "return request";
- a copy of your ID and a valid identification document from the person in charge (you can ask someone else to return the products).
3. Prepare the package for return
If you opt for the standard online return or want to take it to a drop-off point, place the returned goods in the original boxes. Make sure that all labels from the previous shipment have been removed from the package. If the outside of the packaging is too damaged to be reused, please replace it to ensure adequate protection of the products. Finally, carefully seal the package and attach the shipping label for the courier.
Make sure that both the security label and all original labels have not been removed from the products. All packaging and accessories that come in their original packaging must also be returned. The products must not show any signs of use, which is why they must not have been used or altered in any way. If you do not meet any of the requirements described above, the return request cannot be accepted.
4. Hand over the package to the courier, delivery point or selected store
Hand over the package to the courier according to the previously agreed date and time, alternatively take it to the preferred drop-off point or to a selected Agorà Luxury Boutique together with the documents listed in point 2.c.
Please note that each return request is for the products included in a single order. Separate return requests must be requested for different orders. Agorà Luxury products must be delivered to the courier for shipping, to the return point or to the boutique no later than 14 days after receiving the return authorization. Upon receipt of the products and after inspection by our quality control, we will notify you of the acceptance of the return.
In the event that a replacement request is accepted and you have requested the regular online exchange procedure or the option of re-delivery at a re-delivery location, the delivery service for new products will be taken over by Agorà Luxury and we will provide you with a new tracking number. In this case, the return or exchange request will be rejected and any additional shipping costs will not be refunded.
If you have any questions, please feel free to contact our Customer service.