Customer Service
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Returns and refunds
How to return
You have the right to return purchased and unused items within 14 days after the delivery of the goods.
Register your return request in the Make a Return section by logging into your account, accessing the Orders section, and clicking on the Return button.
Alternatively, you can submit a return request by accessing the Return Request section and entering your order number and email address.
In case of footwear return, please note that it is necessary to upload photos of the shoes (outsoles and uppers are mandatory). If you wish to return skincare and makeup products, you will need to upload one or more photos of the product whose packaging or protective film has not been opened or tampered with.
- 1. Select the items you wish to return indicating:
- a. the reason for the return
- b. the condition of the package (opened/closed/damaged)
- 2. Select the preferred shipping method:
- a. Shipment via our courier partner (costs indicated in the "Return Fee" section)
- b. Shipment via a courier of your choice (at your own expense)
- c. In-store return (free of charge). Before dropping the parcel at one of our boutiques, please check the opening hours at the following link
In case of footwear return, please note that it is necessary to upload photos of the shoes (outsoles and uppers are mandatory). If you wish to return skincare and makeup products, you will need to upload one or more photos of the product whose packaging or protective film has not been opened or tampered with.
Within 48 working hours our Customer Care will verify your request and will authorize the return by sending you further information according to the return method selected.
Please note that further details may be needed to approve your request.
Please note that further details may be needed to approve your request.
If you choose to return via our courier partner, as soon as the return request is confirmed you will receive an automatic e-mail with the link to the return label and the link to book the courier, which will pick up the package at the same address used for the delivery. Please note that only for extra UE shipments the proforma invoice will be included in a separate e-mail.
Alternatively, you can drop the parcel at a courier pick-up point (locator.dhl.com) using our prepaid label and the proforma invoice (the latter, only for extra UE shipments).
If you choose to return the goods at your own expense and with a courier of your choice, the goods must be sent by traceable courier to the following address:
TheDoubleF.com c/o FFLogistics
Via Amalia Moretti Foggia, 3
46100 Mantova
Italy
Please send your tracking number to help@thedoublef.com so that we can process your return quickly once we receive it.
In case of damage or loss of the package with your courier, TheDoubleF declines all responsibility and will not be able to proceed with the refund. If you have decided to return at your own charge, any taxes and duties incurred by TheDoubleF to receive the return at its warehouse will be deducted from the cost of the refund.
If you decide to return the item by dropping the parcel at one of our boutiques, we kindly ask you to provide the shop with the return authorization code received by e-mail. Please note that the boutique will not provide any refund or credit note as the refund will be issued by our department in charge once the return has been checked and confirmed by the warehouse.
Alternatively, you can drop the parcel at a courier pick-up point (locator.dhl.com) using our prepaid label and the proforma invoice (the latter, only for extra UE shipments).
If you choose to return the goods at your own expense and with a courier of your choice, the goods must be sent by traceable courier to the following address:
TheDoubleF.com c/o FFLogistics
Via Amalia Moretti Foggia, 3
46100 Mantova
Italy
Please send your tracking number to help@thedoublef.com so that we can process your return quickly once we receive it.
In case of damage or loss of the package with your courier, TheDoubleF declines all responsibility and will not be able to proceed with the refund. If you have decided to return at your own charge, any taxes and duties incurred by TheDoubleF to receive the return at its warehouse will be deducted from the cost of the refund.
If you decide to return the item by dropping the parcel at one of our boutiques, we kindly ask you to provide the shop with the return authorization code received by e-mail. Please note that the boutique will not provide any refund or credit note as the refund will be issued by our department in charge once the return has been checked and confirmed by the warehouse.
Please make sure to place both the product and the brand box (if any, e.g., shoebox) inside TheDoubleF packaging or in another one suitable for a safe shipment of the items.
Please fill out the return form, print it and include it in the package. You can download the return form from the automatic e-mail or at the following link.
Before shipping the parcel, we kindly invite you to carefully seal the box with packing tape and to stick the shipment label and the proforma invoice on the parcel. Please note that the proforma invoice must be included only in case of extra UE shipments.
Please fill out the return form, print it and include it in the package. You can download the return form from the automatic e-mail or at the following link.
Before shipping the parcel, we kindly invite you to carefully seal the box with packing tape and to stick the shipment label and the proforma invoice on the parcel. Please note that the proforma invoice must be included only in case of extra UE shipments.
After the delivery of the package, our warehouse will carefully check the items and, if the return is compliant, the refund will be issued within 14 days on the same payment method used for the purchase. As soon as the return is confirmed and processed, you will receive a confirmation e-mail with the credit note.
Return fee
The return fee, where due, will be deducted from the refund once the compliance of the return is confirmed. Please note that the return fee varies according to the geographical area to which the order was shipped. For further details, please refer to the table below:
Please promptly notify to our Customer Care any damage, defect or imperfection of the product you received by forwarding detailed photos and descriptions to help@thedoublef.com.
Please note that in the absence of such indications, TheDoubleF may exercise the right not to accept the return.
TheDoubleF reserves the right to reduce the amount of the refund following the verification of the conditions of the product received, even in the event of a discrepancy with what was indicated when the return file was opened. In the event of a reduction in the amount due, our Customer Care will send notification of the same. In case of non-acceptance, the product may be sent back to the customer.
Please note that in the absence of such indications, TheDoubleF may exercise the right not to accept the return.
TheDoubleF reserves the right to reduce the amount of the refund following the verification of the conditions of the product received, even in the event of a discrepancy with what was indicated when the return file was opened. In the event of a reduction in the amount due, our Customer Care will send notification of the same. In case of non-acceptance, the product may be sent back to the customer.
All products must be returned in accordance with the following criteria:
- They must be returned undamaged and unused. They must have not been worn, washed, damaged or altered.
- They must be returned with the TheDoubleF security seal, the original brand tag, any internal labels, and the original packaging originally included.
- Shoes and accessories must be returned with the original packaging and any protective cases.
- In the event of footwear return, it is necessary to attach photographs of the shoes including outsoles and uppers to your return request. If you are unable to upload them on the website, please forward them to help@thedoublef.com indicating your order number.
- For health and hygiene reasons returns of masks cannot be accepted.
- Swimwear and underwear must be tried on over one's personal underwear. Returns will be refused and returned to the customer if the garments show signs of use.
- For items belonging to the "SNEAKERS ÉLITE" categories or indicated as "SPECIAL LAUNCHES" or "FINAL SALE", the exercise of the right of withdrawal may be limited due to the specific nature of these Items.
- For safety reasons, we will only accept returns of skincare and makeup products whose packaging or protective film has not been opened or tampered with. The product must be in perfect condition, accompanied by its original packaging, complete with any outer wrappings, accessories, and instructions. For hygiene reasons, the product must not have been used or opened in any way. If these conditions are not met, the return request will not be accepted.
- They must be returned undamaged and unused. They must have not been worn, washed, damaged or altered.
- They must be returned with the TheDoubleF security seal, the original brand tag, any internal labels, and the original packaging originally included.
- Shoes and accessories must be returned with the original packaging and any protective cases.
- In the event of footwear return, it is necessary to attach photographs of the shoes including outsoles and uppers to your return request. If you are unable to upload them on the website, please forward them to help@thedoublef.com indicating your order number.
- For health and hygiene reasons returns of masks cannot be accepted.
- Swimwear and underwear must be tried on over one's personal underwear. Returns will be refused and returned to the customer if the garments show signs of use.
- For items belonging to the "SNEAKERS ÉLITE" categories or indicated as "SPECIAL LAUNCHES" or "FINAL SALE", the exercise of the right of withdrawal may be limited due to the specific nature of these Items.
- For safety reasons, we will only accept returns of skincare and makeup products whose packaging or protective film has not been opened or tampered with. The product must be in perfect condition, accompanied by its original packaging, complete with any outer wrappings, accessories, and instructions. For hygiene reasons, the product must not have been used or opened in any way. If these conditions are not met, the return request will not be accepted.
Once the return is processed and accepted, the relevant credit note is sent by e-mail and the refund is issued within 14 days on the same payment method used for the purchase.
IN-STORE RETURN
In case of in-store returns, no cash or vouchers will be paid. Please note that the refund will not be issued by the boutique but by the relevant department following quality control.
CASH ON DELIVERY ORDERS (Available only in Italy)
The amount will be refunded by bank transfer to the bank account shared by the customer net of the cost of cash on delivery, which will be refunded in case of defective products only. If you do not include your bank details in the return request, please send them to help@thedoublef.com.
ORDERS BY BANK TRANSFER (Available only in Italy)
The amount will be reimbursed by bank transfer to the bank account shared by the customer. If you do not include your bank details in the return request, please send them to help@thedoublef.com.
TAXES AND CUSTOM DUTIES
Any import taxes and custom duties paid upon delivery will not be refunded, except for purchases made from the United States, Hong Kong, Switzerland, Australia, Taiwan, Canada, South Korea, Japan, United Arab Emirates, Malaysia, Saudi Arabia, and United Kingdom, for which taxes and customs duties are already included in the final price.
SHIPPING COSTS
If any, the shipment fee originally paid for the shipment of the order will only be refunded if all items purchased are returned.
IN-STORE RETURN
In case of in-store returns, no cash or vouchers will be paid. Please note that the refund will not be issued by the boutique but by the relevant department following quality control.
CASH ON DELIVERY ORDERS (Available only in Italy)
The amount will be refunded by bank transfer to the bank account shared by the customer net of the cost of cash on delivery, which will be refunded in case of defective products only. If you do not include your bank details in the return request, please send them to help@thedoublef.com.
ORDERS BY BANK TRANSFER (Available only in Italy)
The amount will be reimbursed by bank transfer to the bank account shared by the customer. If you do not include your bank details in the return request, please send them to help@thedoublef.com.
TAXES AND CUSTOM DUTIES
Any import taxes and custom duties paid upon delivery will not be refunded, except for purchases made from the United States, Hong Kong, Switzerland, Australia, Taiwan, Canada, South Korea, Japan, United Arab Emirates, Malaysia, Saudi Arabia, and United Kingdom, for which taxes and customs duties are already included in the final price.
SHIPPING COSTS
If any, the shipment fee originally paid for the shipment of the order will only be refunded if all items purchased are returned.
For further information about shipping and taxes, we invite to you to read the General Conditions of Service and Sale.
