Refund policy

You can request an item exchange or obtain a refund by returning the Product you wish to return or replace within 14 days from the receipt of the package. The deadline is met if you send back the goods before the expiration of the 14-day period.

Not all items can be refunded. Read until the end (points 7 and 8) before proceeding with the shipment preparation.

IMPORTANT - Product conditions for returns:

  • It must be in the same condition as received.

  • It must not have been washed.

  • It must not have been worn, except for the time necessary to evaluate the fit of the size.

Returned goods that do not meet these conditions will be sent back to the Customer, who will bear the shipping costs.

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

  1. Shipping the Item

    Important: The cost of returning the package for a refund or an exchange is the responsibility of the customer. In case of an exchange, the new item will be sent at no additional cost to the customer by Elisabetta Panerai.

Send the item to (return shipment recipient):

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

IF YOU WISH TO REQUEST A REFUND Include the return form inside the package, which you can find by clicking on this link.

IF YOU WISH TO REQUEST AN ITEM EXCHANGE Include the item exchange form inside the package, which you can find by clicking on this link.

Note: Exchanges are only possible for items of equal or higher value. It is not possible to exchange goods for one or more items with a total value lower than the amount spent.

  1. Completing the Return Form

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

  • Model

  • Color

  • Shoe size

  1. Refund Request

    If you wish to request a refund, provide payment details, especially if payment was made via cash on delivery. Otherwise, the refund will be automatically processed using the original payment method.

For purchases that include discounted items or when discount codes/vouchers/gift cards are used, the refund will be issued as store credit for use on the website.

Note: Always provide the order number, which you will find preceded by "#" in the order confirmation email received at the time of purchase.

  1. Refund Processing Time

    The refund will be processed once the package has arrived at our premises. Please allow 7-10 business days for the credit to be issued, due to processing times.

  2. Shipment Tracking

    When returning the package, ensure that you request a tracking number from the chosen shipping carrier (GLS, SDA, etc.). With this number, you will be able to independently verify the shipment status and track when it arrives at our premises.

  3. Automatic Exchange/Refund Procedure

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

To ensure a smoother and faster service, avoid contacting customer service numbers dedicated to sales. Carefully follow these instructions for an efficient handling of your exchange or refund request.

  1. Sale Items

    Please note that sale items are non-refundable, but a store credit of equal value will be issued, valid for 10 months on our website.

  2. Exceptions

    For hygiene reasons, we cannot accept returns of certain items. These will be sent back to you, and a refund will not be issued.