Refund policy

You can exchange an item or get a refund by submitting a request through your account area and sending back the Product you wish to return or exchange within 14 days of receiving the package (the deadline is met if you hand the goods to the courier before the 14-day period expires).

Important: the cost of shipping the package for a refund or item exchange is borne by the customer. If you choose an item exchange, the new item will be shipped at Elisabetta Panerai's expense, with no additional cost to the customer.

Not all items are eligible for a refund. Please read to the end (points 2 and 8) before preparing your shipment.

IMPORTANT - product conditions for returns:

  • it must be in the same condition in which it was received
  • it must not have been washed
  • it must not have been worn, except for the time needed to assess whether the size is suitable

Returned goods that do not meet these conditions will be sent back to the Customer, and shipping costs will be charged to them.

To make a return or process an item exchange, please carefully follow these instructions:

1. Submit a Return Request

  • Go to your account area or use the link found at the bottom of the site
  • Log in using the email you used to place the order
  • Find the order for which you want to request a return or exchange
  • Follow the instructions and submit the request
  • Continue with the next steps

2. Prepare the Return

IF YOU WANT TO MAKE A RETURN AND REQUEST A REFUND
fill out and include in the package the return form, which you can find by clicking this link

IF YOU WANT TO REQUEST AN ITEM EXCHANGE
fill out and include in the package the item exchange form, which you can find by clicking this link

Please note: exchanges are only possible for items of equal or greater price. It is therefore not possible to exchange goods for one or more items with a total value lower than the amount spent.

Fill out the form clearly indicating whether you wish to proceed with an item exchange. In the case of an exchange, provide the following information:

  • Model
  • Color
  • Shoe size

3. Ship the Item

Carefully package and send the item to (return shipment recipient):

Superlucky srls
via del Bastione mediceo 25
51100 Pistoia (PT)

4. Refund

The refund is issued:

  • through the same digital payment method, if paid by Credit Card, PayPal, Apple Pay, Google Pay, Scalapay, Satispay, etc.
  • via bank transfer for payments made by Cash on Delivery or Bank Transfer. Please indicate in the return form the bank account details for the refund to be credited to.

5. Refund Processing Time

The refund will be arranged once the package has arrived back at our facility. Please allow 7-10 business days for the credit to appear, due to standard processing times.

6. Tracking Your Shipment

When returning the package, be sure to request tracked shipping from the carrier you choose (GLS, SDA, etc.) so you can monitor your order. With this number, you can independently check the shipment status and see when it will arrive at our facility.

7. Automatic Exchange/Refund Procedure

The exchange/refund procedure will be handled automatically once the package is received at our facility.

For a smoother, faster service, please avoid contacting the customer service numbers dedicated to sales. Carefully follow these instructions to effectively manage your exchange or refund request.

8. Exceptions

Returns are not accepted for made-to-measure garments.

Additionally, for hygiene reasons, we cannot accept returns of certain items.

If you return these items, the return will not be accepted: they will be sent back to you and no refund will be issued.