Shipments and Returns
How can I return or exchange an item?
You can return or exchange items within 14 days of receiving the item (including Saturday and Sunday).
Contact customer service by email at customerservice@qlhype.com explaining the reason for the return/exchange and requesting the shipping label.
Place the items to be returned in their original packaging ensuring that the item is in the same condition in which it was received with the warranty seal attached.
Seal the order carefully and stick the shipping label sent by email from customer service on the outside.
You can take your order to a TNT collection center or book a collection by calling the assistance number in your country (Italy 800 123 868).
The return shipping costs will be entirely borne by the customer, therefore the total amount of the refund will not include the initial shipping costs or the return costs.
For national returns (Italy) the shipping costs amount to 10 euros, while international returns (worldwide) amount to 29 euros.
Once we have received your order and verified that everything is in order, we will proceed with the refund, deducting the shipping costs there and back.
Items purchased during Private Sale CANNOT be returned or exchanged.
Items purchased in store can be exchanged for another item but NOT returned.
Items such as swimwear, underwear, and earrings CANNOT be returned under any circumstances.
Items purchased with a Gift Card CANNOT be returned.
For any problem you can contact our Customer Service at customerservice@qlhype.com.
When will my order be shipped?
All orders will be processed and shipped within business hours: Monday to Friday 09:30 - 18:00 (excluding Saturday, Sunday and public holidays).
What should I do if I receive a defective item?
We guarantee that all our items are checked by our quality control department before being shipped. If you receive a defective item, please send an email to customerservice@qlhype.com specifying the order number and the item code, along with photos (showing the security tag visibly attached to the item ) so that we can assess the defect.
Please note that items damaged due to normal wear and tear, misuse or accident are not considered defective items.
What should I do if I don't receive my order or if some items are missing?
In case your order does not arrive or items are missing, you should keep the packaging so you can determine what happened.
Any complaint regarding damage, missing items or delivery to the wrong address must be communicated to customerservice@qlhype.com within a maximum of 10 days from the delivery date indicated on the courier's website, otherwise it will not be accepted.
When will I receive my refund?
Once your return has been received by Qlhype and the items have been verified, we will process the return and you will receive a confirmation email.
It may take a few days for the refund to appear on your account due to bank processing times.
Can I change the shipping address of an order already placed?
Unfortunately, it is not possible to change your shipping address once your order has been completed; however, please contact our customer service team at customerservice@qlhype.com and we will try to assist you.
How can I check the status of my shipment?
As soon as your order is shipped, you will receive a confirmation email with a tracking number. By clicking on the tracking number you can check the status of your shipment directly on the courier's website.
Can I cancel an order?
Only orders that have not been processed can be cancelled.
To request a cancellation of an order please contact our customer service at customerservice@qlhype.com to see if this is possible.