A considered return process.

Requesting a return

If a piece is not right, request a return within 30 calendar days of delivery. This is the deadline to tell us you wish to return an eligible item, not the deadline for the parcel to arrive back with us.

Start through our return portal. If the portal cannot find your order, shows an incorrect delivery date or prevents you from submitting a request, email support@squaloroma.com with your order number and the items you wish to return. Keep a copy of your request. You can also use this email to exercise an applicable statutory cancellation right; that right does not depend on discretionary approval through our portal.

If your order arrives in separate deliveries, the 30-calendar-day request window starts when the last item in that order is delivered. Applicable statutory rights remain unaffected.

If delivery information is missing or incorrect, Customer Care will review tracking or other delivery evidence. We do not substitute the purchase date for the delivery date.

Sending your return

Register your return before shipping so we can provide the correct instructions and identify the parcel. For voluntary returns, send the parcel within 14 calendar days after approval and return instructions are provided. Use a tracked shipping service and provide the return tracking number through the return portal or by emailing support@squaloroma.com. Keep your proof of dispatch until the return is resolved. This is separate from the 30-day request window.

If you exercise a statutory cancellation right, the applicable legal dispatch deadline takes priority. Do not wait for approval if that would cause you to miss it. Contact us if instructions have not arrived.

Condition of voluntary returns

For our voluntary return offer, items must be unworn, unwashed and unused, in original condition, with tags attached and original packaging. They must be free from stains, alterations, strong odours and signs of wear. Try on clothing carefully indoors to check the fit.

These voluntary conditions do not remove statutory rights, including any right to inspect goods as you could in a shop or to return faulty goods without original packaging.

Exclusions

Opened hygiene-sealed intimate garments, opened fragrances and items clearly marked Final Sale are excluded from our voluntary return offer. Worn, washed, altered or customer-damaged items are also excluded. Ordinary bodysuits and promotional purchases are not automatically excluded.

Damage caused by misuse, incorrect washing or normal wear is not a manufacturing fault. This does not limit remedies for an item that was faulty, incorrect or misdescribed when supplied.

These exclusions apply only to our voluntary offer where lawful. They do not exclude applicable statutory cancellation or faulty-goods rights.

Promotional orders and bundles

Promotional purchases, including Buy 2 Get 1 and similar offers, qualify for eligible returns and size exchanges.

To receive a refund for a promotional bundle, you must return the complete bundle, including every paid and free item. We do not offer individual-item or partial-bundle refunds under our voluntary return policy. This applies to the items in that offer, not unrelated items purchased in the same order.

When an eligible complete bundle is returned, we refund the amount actually paid for that bundle to the original payment method. An item shown at $0 as part of the offer does not have a separate cash refund value. Original delivery and return costs are handled separately below.

This complete-bundle condition does not remove statutory cancellation or faulty-goods rights. Contact us about a faulty or incorrect item even if it was included free in an offer.

Size exchanges

For an eligible size exchange, tell us the replacement size when registering the return. Once the returned item is received, we arrange the replacement, subject to stock. You pay the return postage; we pay outbound shipping for one size exchange per originally purchased item, including items in a promotional bundle.

If the replacement size is unavailable, we refund the eligible amount for a standalone item. For a promotional bundle, you may return the complete bundle for a refund instead. We do not substitute a $0 individual-item refund for a complete-bundle return. Applicable statutory remedies remain unaffected.

For a different colour or product, use the applicable return process and place a new order. The complete-bundle refund requirement still applies to promotional bundles.

Shipping costs and international charges

We pay customs duties upfront for your original delivery.

For a voluntary return, including a change of mind or size exchange, you pay the return shipping and any customs duties, import taxes, brokerage or clearance fees charged when returning the goods to our warehouse in Italy. Check these costs with your carrier before shipping. No fixed return fee or free return label is promised.

Original delivery charges and costs you pay for a voluntary return are normally non-refundable. We do not deduct the customs duties we paid for your original delivery from your item or bundle refund.

Where applicable consumer law requires reimbursement of standard original delivery, taxes or other amounts, we will provide it. For confirmed faulty or incorrect items, necessary return costs are covered where required by law. Contact Customer Care for instructions before arranging that return.

Refund timing

We inspect eligible voluntary returns and process refunds to the original payment method within 10 business days of receiving the returned items. This includes inspection; it is not an additional 10 days after approval.

Payment-provider posting is separate from our processing time. Your payment provider may take additional time to show the refund. Contact support@squaloroma.com if your confirmed refund has not appeared within your provider's stated timeframe.

Statutory refunds follow the applicable legal deadline, even when it is earlier or starts from cancellation notice or proof of dispatch rather than warehouse approval. We do not require an inspection to finish before complying with that deadline.

Faulty, damaged or incorrect items

Contact support@squaloroma.com as soon as you notice a problem. Include your order number and a description. Photos of the item and packaging help us investigate; tell us if you cannot provide them. Keep the packaging where possible and contact us for return instructions.

We will assess the problem and provide the remedy required by applicable consumer law, which may include repair, replacement, a price reduction or refund. Where the item is confirmed faulty or incorrect, we cover necessary return shipping as required by law and explain the arrangements before you send it.

Prompt reporting helps us investigate delivery damage. There is no 48-hour or five-business-day cutoff that removes your statutory rights. Our voluntary 30-day request window does not limit those rights.

Your consumer rights

Our 30-day return policy is in addition to your rights under applicable consumer law. Nothing in this policy limits those rights, including rights relating to faulty, damaged, incorrect or misdescribed items, or any applicable cancellation rights. Promotional offers and our voluntary return conditions do not remove these rights.

For qualifying UK and EU online purchases, statutory cancellation generally allows notice within 14 days after receipt, followed by 14 days to dispatch the goods back. Special rules apply to split deliveries and exceptions. Statutory refunds include standard outbound delivery where required; premium-delivery supplements may be treated differently. Legal refund deadlines and permitted withholding rules apply independently of our voluntary processing target.

Effective date and earlier orders

Effective 21 October 2026. The 30-day request benefit also applies to existing orders delivered within the preceding 30 days and existing orders that have not yet been delivered. Earlier promises and statutory rights remain protected. Existing return requests are not automatically changed; contact Customer Care if you would like a previously declined request reviewed.

Contact

Squalo Roma Customer Care: support@squaloroma.com.

Return destination

Returns must be sent to our warehouse in Italy. The exact return address and shipping instructions will be provided when you register your return. If you need help obtaining these details, contact support@squaloroma.com before shipping.