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Returns

Can I replace items or change their size?

Items purchased on qimaru.store can be returned by filling in the return form. Direct exchanges are not available. We suggest packing the items in the original order box and bringing with you all the documents received with the order to make the return process easier.


Make sure that the products are in perfect condition, with all packaging and accessories, and that the security tag and seal are intact. If you wish, you can choose the day and time by booking an appointment from here, selecting “In-store return” as the area of interest.


Please note that items belonging to the following categories cannot be returned: Fragrances and Underwear.

Is it possible to drop off the return package at a courier collection point?

You can drop off your return at a POSTE ITALIANE collection point. However, it is strictly necessary to use the label generated by our website at the end of the return procedure.
It is not possible to use a courier other than the one provided by Gutteridge.
Please note that, also in this case, when dropping off your return at the collection point, the service cost is always €7.00.

How can I track my return shipment?

Once the return has been handed over to the courier, you can track the shipment by entering the shipping tracking number shown on the return label directly on the carrier’s website. Returns are processed within 14 days from the date they are received at the warehouse.

Home pickup return procedure

You can return your order, or part of it, within 14 days from the delivery date. The cost of a return with home pickup by courier is €7.00, except for eBikes, for which the return cost is €49 and the request must be made exclusively through Customer Care.

In case of a damaged item, please contact our Customer Care service at the dedicated address customercare@qimaru.store within 24 hours of receiving the package, sending photos of the item(s) to be returned.

Before proceeding with the return request, make sure that the products are in the same condition in which you received them, with all internal labels and tags attached, and that they are not stained, damaged or used.

1. REGISTERED USER

Log in to your account by clicking the icon in the top right corner and signing in on www.qimaru.store. In the ORDERS AND RETURNS section of your dashboard, click on REQUEST RETURN to fill in the return form, specifying the reason for the return.

2. NON-REGISTERED USER

If you made your purchase as a guest through guest checkout, access the ORDER STATUS section at the bottom of the website in the FOOTER, enter the order ID and the e-mail address used for the purchase. Click on REQUEST RETURN to fill in the return form, specifying the reason for returning the item.

Click here to proceed.

3. PRINT THE REQUIRED DOCUMENTS AND PREPARE THE PACKAGE

After filling in the return request, you will need to:

  • Print the waybill sent to you by e-mail and attach it to the outside of the package. Without this document, the courier will not be able to collect the goods. Please note that only the items included in your return request will be processed.
  • Returns for which any discrepancy is found between the quantity of items inside the package and those indicated in the online form cannot be processed or refunded.

Items belonging to different orders cannot be combined in a single shipment. Each order must have its own return request.

WARNING! Please make sure you select the correct number of parcels in which you will return the goods. In case of multiple parcels, you must select the correct quantity during the online procedure. In these cases, a multiple label will be generated to identify one or more parcels to be handed over to the courier. Finally, in case of an order split into multiple shipments, we invite you to combine the goods into a single shipment.

4. HAND OVER THE PACKAGE TO THE COURIER

The courier will collect your return from the indicated address within 24/48 hours from your request.
Please note that the return must be handed over to the courier within the required timeframe. If the courier does not come within 48 hours from the return request, please contact us or get in touch with the courier directly. If your return arrives at the warehouse after the indicated deadline, it cannot be accepted.
If needed, please contact our Customer Service.

5. RECEIVE YOUR REFUND

After receiving and checking your return, we will proceed with the refund of the returned items and the corresponding amount will be refunded using the same payment method used during the purchase. The return cost will be automatically deducted; therefore, no payment to the courier is required.
If your return does not meet the listed conditions, the refund cannot be issued. Once the return has been approved, you will receive a Return Acceptance Confirmation e-mail.
Please note that the time required to view the refund on your account may also vary depending on your bank. You can check the status of your return through your personal page or from the “ORDER STATUS” section.
For security reasons, we cannot issue refunds to a card other than the one used for the purchase.

In-store return procedure

You can also return your order at one of our Gutteridge stores. Returns can be made within 14 days from delivery and are completely free of charge.
In case of a damaged item, before going to the store, please report the issue by e-mail to our dedicated address customercare@qimaru.store within 24 hours of receiving the package.
Before submitting the return request, make sure that the products are in the same condition in which you received them, with all internal labels and tags attached, and that they are not stained, damaged or used.
Direct size, item and/or color exchanges are not available; in this case, you may make a new purchase directly in store.
Please also note that once this return method has been selected, it will not be possible to change it by selecting home pickup return.

1. REGISTERED USER

Log in to your account by clicking the icon in the top right corner and signing in on www.qimaru.store. In the ORDERS AND RETURNS section of your dashboard, click on REQUEST RETURN to fill in the return form, specifying the reason for the return.

2. NON-REGISTERED USER

If you made your purchase as a guest through guest checkout, access the ORDER STATUS section at the bottom of the website in the FOOTER, enter the order ID and the e-mail address used for the purchase. Click on REQUEST RETURN to fill in the return form, specifying the reason for returning the item.

Click here to proceed.

3. PREPARE YOUR RETURN AND HAND IT OVER IN STORE

Please fill in the return request, selecting the items to be returned, the reason and the store closest to you.

At the end of the procedure, you will receive a confirmation e-mail at the address associated with your order, containing a barcode that you must present in store within 5 days from the online request.


Please note that without this e-mail, your return cannot be processed.

If possible, place the items to be returned in the same box/shopping bag in which you received them.

4. RECEIVE YOUR REFUND

After handing over the package in store and after the return has been checked, we will proceed with the refund of the returned items and the corresponding amount will be refunded using the same payment method used during the purchase.
Make sure you receive the return approval confirmation e-mail within a maximum of 48 hours after handing over the items in store. Otherwise, please contact our Customer Care.
Please note that the time required to view the refund on your account may also vary depending on your bank.
You can check the status of your return through your personal page or from the “ORDER STATUS” section. For security reasons, we cannot issue refunds to a card other than the one used for the purchase.