Dear Customer,

We hope you are satisfied with our products and our service. If you want to change or return a product, follow these instructions carefully.

 

1. Change

If the product ordered is too small and / or large, you can return it within 14 working days and in the meantime re-order the product in the right size.

 

2. How can I return an order?

It is possible to return purchased items that are not used or damaged within 14 days of receipt. Carefully read the instructions below:

 

Step 1: Prepare your item to be returned

 

• Fill in the return form you received with your order, indicate the reason for your return and put it back in the package. Please contact us if you cannot find the return form inside your package.

• Pack your item safely and make sure you leave all its labels / tags.
  For your return, use a resistant box. The original shoe boxes must not be used as external packaging. Place them in an additional box.

• Stick a label with our address on the outside of the box. If you use a recycled box make sure you take off all the other labels, so that the package is delivered to the correct address.

 

Step 2: Choose the shipping method

 

The costs for the return are always at your expense but you are still free to choose the most convenient shipping method. Create your return label using the address below. Keep your receipt carefully. You are responsible for your package. Trail & Mountain will not be responsible for lost parcels.

 

Icebug Italia

Via L.V. Beethoven, 19 / C

44124 - Ferrara - Italy

 

3. Refund of the order

 

The refund will be made to the current account number, card number or payment method you used to make your purchase. We will send you a confirmation email.
If you return the whole order, we will refund the full amount. We do not reimburse the extra costs for express deliveries or for deliveries to the islands. In these cases, only a part of the costs of the return will be charged and will be deducted from the refunded amount.
Please note that at least 7 working days are needed to process your return, from the receipt of the package.
During the periods of the months of August and December longer times may be necessary.
If you do not receive our email within 10 working days (also check your spam folder), please contact us at one of the references that you find in our contact section.

 

5. Return of defective items

 

Our greatest commitment is to ship items intact and in the best possible way. If you receive a defective item, please notify us immediately using our email . Describe the defect and attach photos if possible. We will call you back within 2 working days to find a solution and define the procedure to follow.