Returns & Exchanges
Requests must be made within 10 days of delivery. Only full-price items are eligible.
To request an exchange or return, please follow the steps outlined in our returns and exchanges below ord send an email to customercare@gondolinaofficial.com. Return shipping costs are the responsibility of the customer.
Online Returns & Exchanges
1. How to Request: Email to customercare@gondolinaofficial.com, including your order number and specifying whether you are requesting a return (refund) or an exchange (different style or size)
2. Eligibility: Full-price items only. Requests within 10 days of delivery.
3. Condition: Must be unworn, undamaged, with original tags & packaging, plus proof of purchase.
4. Shipping: Customers pay return shipping. Gondolina covers outbound shipping for exchanges and reimburses original shipping on refunds when applicable.
SHIPPING COSTS FOR EXCHANGES AND RETURNS
Kindly note that the amounts listed below are estimates and may be subject to change.
Returns Italy: 3,50€ / 1 pair; 2€ for each additional pair.
Exchanges Italy: 3,50€.
International Returns EU: 12€ / 1 pair; 2€ for each additional pair. -
International Exchanges EU: 8€.
UK Returns: 14€ / 1 pair; 2€ for each additional pair.
UK exchanges: 10€.
Returns USA and Canada: 32€.
Exchanges USA and Canada: 25€.
International returns outside EU: 32€.
International exchanges outside EU: 25€.
When will I receive my refund?
Once your return is received and inspected, the refund will be issued via bank transfer or to the original card used.
Please allow 5–10 business days for the refund to appear on your account, depending on your bank or payment provider.
Orders Requiring Attention
If an item is received with a defect or irregularity, please contact customercare@gondolinaofficial.com within 7 days of receipt.
Provide your order details and detailed photos, including the sole and insole, to confirm the item’s condition. Our Quality Department will carefully evaluate your submission and respond with a tailored solution.
Orders Requiring Correction
If your item doesn’t match your order or is incomplete, email customercare@gondolinaofficial.com with your order number or proof of purchase.
Attach a photo of the item with its box (for size/model errors) or a photo of the bag with contents (if any item is missing). Our Order Team will review and send your correct order promptly.