Faq's

CUSTOMER SERVICE

1. How can I get in touch with robertoverino.com Customer Service?
You can contact our Customer Service Department regarding any doubts, queries or suggestions at the number +34 900 878 272 (from Spain) and +34 988 540 561 (for other countries) or through our email: This email address is being protected from spambots. You need JavaScript enabled to view it. .
Telephone Customer Service is available from Monday to Friday from 9:30 a.m. to 4:30 p.m. (GMT + 1)

HOW TO BUY

2. In which countries is your online service available?
Actually the robertoverino.com shop online is available in Spain (Peninsular and Balearic Islands), Portugal (except Islands) France (only Continental, except overseas regions ) Belgium, Netherlands, Greece (except Mount Athos), Ireland, Italy (except San Marino, Livigno, Campione, Italian Waters of Lugano Lake), Luxembourg, Latvia, United Kingdom, Germany, Austria and Finland.
3. How do I register as a client in robertoverino.com?
For purchasing in robertoverino.com all users must be previously registered. All data you provide will be safely stored in our systems so you will not have to re- introduce it, speeding up future shopping.
1- Click on ‘LogIn’(top right corner of the main page). Please complete the mandatory fields in the 'Create your account' form. You will receive an e-mail after confirming your details and will then be a registered robertoverino.com client.
2- Access to your details
You can access your details and modify them by clicking the ‘Enter’ section located in the upper part of the robertoverino.com main page.
3- Forgotten your password?
By accessing the ‘Recovering my Password’ section you will be able to request the recovery of your forgotten password. Once your request has been processed, you will receive an e-mail with instructions about how to reset your password.
4. How can I make a purchase?
First of all, you have to be a registered www.robertoverino.com customer to place an order.
1. Click on the item you are interested in to view it from different angles, see its name, description, price, sizing chart, composition and care instructions. You will also find recommended accessories.
2. Select a size and add the item to your shopping cart.
3. To confirm the purchase, enter the shopping cart, check the details of the order and delivery address.
4. You will be able to remove undesired items from the shopping basket, provided you have not yet processed the order.
5. Choose a method of payment, either by credit or debit card. Cards accepted are Visa, Mastercard, American Express, Diners Club or with PayPal
6. You will then receive an e-mail confirming your order.
By accessing the section ‘MY ORDERS’ in your account you can track the status of all your orders in real time.
Remember that all purchases made through robertoverino.com are absolutely safe.
5. Can I modify/cancel an order?
Yes, you can modify/cancel your order provided it has not yet been processed. Should you want to modify/cancel it after it has been processed, you will have to get in touch with our Customer Service Department.
6. Can I buy a present for a friend?
Yes, during purchasing you can indicate that it is a GIFT and it will be gift wrapped. We will also include a card with your message and send it to the address to the person you want to surprise.
7. What about the products offered in www.robertoverino.com?
1. We will try to re-stock unavailable items as soon as possible. Should the item be discontinued it will be removed from the web.
2. Should you receive an item you have not ordered or that does not meet your requirements, please contact our Customer Service Department
8. Is there a shopping limit?
The purchase of ROBERTO VERINO’s products for resale is not allowed. For purchases exceeding €2,000, please contact our Customer Service Department.
9. Can I receive information about the latest robertoverino.com innovations and promotions?
Yes, you only have to register and we will keep you informed of news, offers and upcoming events. You can unsubscribe directly from your account.

DISPATCH

10. What are the costs and times of delivery?
For SPAIN AND PORTUGAL: Shipping costs are free for purchases above 60€. Delivery within 3 to 4 working days. Shipping costs 6€.
For ALL OTHER COUNTRIES: Shipping costs are free for purchases above 90€. Delivery within 5 to 7 working days. Shipping cost 12€.

EXCHANGES AND RETURNS

11. What is the deadline for returning/exchanging a product?
For home exchanges/returns, the deadline is 14 calender days from the delivery date of the order.
For exchanges/returns at ROBERTO VERINO street shops, the deadline is 14 calender days from the purchase date.
Christmas Special. All purchases made as of 24 November, 2016 can be exchanged or returned by January 10, 2017.
Garments have to be labeled and in perfect condition (not used or washed, with their inside and outside labels, with no alterations/tailoring) and have to be accompanied by the corresponding receipt.
Outlet articles cannot be returned or changed at the street store. In the shop online only return is allowed.
12. What is the cost of returning/exchanging a product?
In SPAIN: Returns can be made in Roberto Verino stores within the same country where purchased (except Outlet stores and El Corte Ingles corners). For returns or exchanges from home, customer must pay the shipping costs, which are:
• 6€ for Spain and Portugal.
• 7.5€ for the Balearic Islands.
• 12€ for the rest of the countries.
This cost will be deducted from the total refund.
Outlet articles cannot be returned or changed at the street store. In the shop online only return is allowed.
13. What is the easiest way to return an item?
If you want to return an item bought in robertoverino.com, the quickest and simplest for doing it is going to one of our main ROBERTO VERINO street shops (except Outlets and Corners located in EL CORTE INGLÉS) or by pick-up at your home.
Once we have verified the return and that your bank has processed the original purchase (processing times depend on the financial institution), you will receive a confirmation e-mail indicating that your account will be credited with the corresponding amount.
Outlet articles cannot be returned or changed at the street store. In the shop online only return is allowed.
14. How can I request collection from home?
You can request collection of a product from your home through the web. We will send a messenger to collect your package after verifying all the details. The carrier will get in touch with you to organize collection. If for any reason pick-up arrangements are not convenient, please contact our Customer Services.
The back of the purchase documentation details the steps to be taken for a home return.
15. Can I ask for a change of size from home?
Yes, as part of the home exchange/return process robertoverino.com provides a home change of size service. The process is the same as for a return, but the client has to specify the desired new size.
For home exchanges/returns, the customer must pay the shipping costs, which are:
• 6€ for Spain and Portugal.
• 7.5€ for the Balearic Islands.
• 12€ for the rest of the countries.
This cost will be deducted from the refund.
16. Can I exchange an item in a ROBERTO VERINO high street shop?
SPAIN: Returns can be made in any Roberto Verino street store in Spain (except Outlet store or El Corte Ingles corners).
When there is a refund and money is due to a client, a VOUCHER will be given for items bought in robertoverino.com that can be used in any of our ROBERTO VERINO high street shops (except Outlets and Corners located in EL CORTE INGLÉS).
Outlet articles cannot be returned or changed at the street store. In the shop online only return is allowed.

PAYMENT

17. What payment methods are accepted? Are they safe?
You can use any of the following credit or debit cards: Visa, Mastercard, American Express, Diners Club or with PayPal
For payment with Visa and MasterCard only SET (Secure Electronic Trading) transactions will be accepted. After confirming that the card is part of the SET system, the system will connect with the issuing bank for the customer to authorize the purchase. As soon as the bank has confirmed authentication, the card will be charged. Otherwise, the order will be cancelled.
All transactions carried out in www.robertoverino.com are totally secure, confidential and guarantee integrity. All our communications use the SSL protocol (Secure Sockets Layer) that prevents the interception of data by third parties.
18. It is safe to buy through the web?
Yes. At robertoverino.com we devote a great deal of effort to guarantee the security of your purchases and data.