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Top Customer Queries

Top Customer Queries

To provide clarity and enhance your experience, here are answers to our most frequently asked questions. For any additional assistance, feel free to contact us!

1. What is the return and exchange policy?

  • We offer a 10-day return/exchange policy from the date of delivery.
  • Returned products must reach us within an additional 7 days.
  • Products must be in their original condition, unworn, and with tags intact.

2. How can I track my order?

  • A tracking link will be shared via WhatsApp on your registered mobile number once your order is shipped.
  • Alternatively, you can track your order on our website using the tracking details provided.

3. Can I cancel my order?

  • Cancellations are possible only if the order has not been dispatched from our warehouse.

4. What should I do if I receive a defective or damaged product?

  • Record an unboxing video showing the product’s condition, including brand tags and the shipping label.
  • Submit the video or clear images within 24-48 hours of delivery to contact@italianvega.com.
  • Refund requests will not be entertained after this timeline, but store credit or an exchange may be offered in exceptional cases, subject to verification by our returns team.

5. What are the shipping timelines?

  • Standard Shipping: 5-7 days.
  • Express Shipping: 3-4 days.
  • Note: Delivery is unavailable for Manipur (italianvega.in) and certain tier-3 countries (italianvega.com).

6. Why can’t I speak directly to a customer service agent?

  • We currently do not operate incoming call support. However, you can:
    • Raise a callback request through our chat feature.
    • Drop us an email at contact@italianvega.com, and our support team will reach out to you.

7. What should I know about ordering suits or tuxedos?

  • Suits and tuxedos require additional time for tailoring due to the craftsmanship involved.
  • Tailoring takes 72 hours from the time the order is placed, and the expected dispatch time is post 72 hours.

8. What if I don’t like the product I received?

  • We understand that preferences can vary. However, refunds are not offered for quality or preference-related issues as the product’s fabric and details are clearly mentioned in the product description.
  • Instead, you can opt for an exchange or store credit, ensuring your satisfaction with an alternative product.

9. How does store credit work?

  • Store credit is valid for 365 days from the date of initiation.
  • It will be sent to your registered email ID as a coupon code.
  • Store credit can be used for any purchase on our website.

10. What is the refund timeframe?

  • Refund timelines depend on the payment method:
    • Bank Transfer (for COD damaged products): Up to 10 working days.
    • UPI Payments: 24-48 hours.
    • Store Credit: Issued within 24 hours (excluding Sundays).

11. Are shipping charges refundable?

  • No, shipping charges are non-refundable.

12. Are all products eligible for returns or exchanges?

  • Some items, such as suits and custom orders, are not eligible for returns or exchanges.
  • Italian Vega reserves the right to update these categories at its discretion.

13. What happens if a product is exchanged?

  • Once an exchanged product is delivered, no further exchange or refund requests will be entertained for that order.

14. What should I know about late or missing refunds?

  • If you haven’t received your refund within the stated timeframe, please contact us at contact@italianvega.com for assistance.

15. How do I contact customer support?

  • You can reach out to us in the following ways:
  • Support hours: Monday to Saturday, 10 AM to 7 PM.
  • Please note: We do not offer customer support on WhatsApp.

16. Can I initiate a return/exchange for a product without a reverse pickup?

  • If reverse pickup is unavailable in your area, you can ship the item back to our company address. Ensure to record a video while shipping the product to avoid discrepancies.

If you have any other questions, feel free to reach out to us. We’re here to help!

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