Returning your goods to Gleni for a refund

We’d like to explain in detail the whole procedure involved if our customers should wish to return their purchased goods and be refunded by our company.

First of all we’d like to emphasize that we personally inspect our creations with great care, paying attention to every angle and every detail, so that we can remove from sale any items which are not as perfect as our high standards demand. We know how time-consuming and disappointing it is to have to return goods that are faulty and we do our utmost to prevent the need for this arising.

According to the laws on e-commerce, the customer has the right to return the goods purchased within 10 days of receiving the package, whether it is because he doesn’t like the goods anymore or, just that he is not satisfied with his purchase.

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However, by law, all the expenses involved in returning the package, must be paid by the customer, as well as the banking charges involved (if the customer pays for his order using his credit card, the bank automatically draws a sum from the total as banking fee).

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Another consideration is that, when our products are sold around the world, our prices, which are in Euros, are converted into the buyer’s currency at their end, so the final total can fluctuate according to the exchange rate. As the purchase price comes to us in Euros, any refunds made would also be in Euros. With ever changing exchange rates this could mean that the buyer might lose out in the event of a disadvantageous exchange rate, (as for example it is now between the Euro and the US dollar), so the person who is refunded could lose a part of his money.

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In the event that you wish to return your goods you must first get authorization from Gleni. There is no risk of us withholding that authorization, but it is very important for us to work together with our customer to find the most convenient solution for returning the goods and avoiding any unnecessary expense and difficulties both for our company and the customer. If we are informed by the customer of their intention to ship back their order, we can arrange the dispatch ourselves in order to reduce the cost and make the whole return process faster and more secure.

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The other difficulty which we have often to face, when our goods are returned from overseas, relates to the category our products belong to. As our goods are entirely made of exotic leather, they require detailed and very specific documentation to be exported outside the European Union. Every time we dispatch an order we have to prepare many certificates and permits. The same very specific documents need to be prepared all over again if the customer ships back his order and this can result in the returns process being much longer and more complicated than the dispatch process, as the goods can remain stuck in customs, even when they are accompanied by the correct CITES certificates and declarations, in order to be seriously checked and there is nothing we can do to speed up this delay in obtaining the clearance of the products returned.

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This is why we always advise our customers to consider their purchase seriously and with great care before completing their order, so as to avoid all these disappointing and frustrating returns procedures.

In the rare event that your bag or any other item purchased should arrive in bad condition or with a defect that should not exist, we will of course immediately do our best to take the article back quickly and replace it with a new one. We do our utmost to make sure that this problem doesn’t arise however, as we know how difficult the return process for exotic leather items is, so we always give an extremely careful check to every bag, every single accessory which has to be shipped outside the European Union where CITES is obligatory. We make our quality controls a top priority as we take great pride in providing our customers a fine product which perfectly expresses the qualities of excellent beauty and refinement that are guaranteed by the classic handmade Italian product. It is very unlikely (we would almost say impossible) that a defective item could be sent out to a customer.

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We have luckily only experienced the return of a product a few times, but this has been enough for us to understand how frustrating, difficult and, above all time-consuming, the returns process is.

Our advice (and also our request) to a potential Gleni customer is to consider carefully what you intend purchasing, look at all the pictures of the item in detail, and, if you have any doubts, please contact us over the phone or via e-mail explaining all your questions. We are more than happy to spend time advising you on your purchase and discussing any queries and concerns, so that you can be entirely happy with your purchase. It is far better to be perfectly sure of what you are buying, rather than ordering something on a whim, just to see if you like it and then returning it if you find you don’t, without any valid reason, and subjecting yourself to this time-consuming process. The detailed pictures of each item are available in our e-shops for a more careful view and they exactly reproduce those items which are then shipped to our customers once purchased.

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So, if you have any doubts, please don’t hesitate to contact us to ask for more detailed explanations or more specific pictures and we will do our very best to help you.. We really enjoy discussing handbags with our customers and it is very satisfying to help you find the handbag that is just right for your needs and tastes. Our deep love for our products is only exceeded by our desire for our customers to be totally happy with their purchase and enjoy the wonderful experience of wearing one of our beautiful hand-crafted exotic leather handbags!