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Returns and Refunds

Returns Instructions

If for whatever reason you are unsatisfied with your purchase, make sure you request your Return Authorization Number (RAN) number within 14 days of receiving your order and return the items within 14 days of receiving your RAN number. To request your RAN, sign into your account and in the 'Orders' section, identify the order containing the item (s) you would like to return and click on the 'Return Product' button.If you have placed an order but have not yet registered, click here to request your RAN.

On the Return Authorization Request section, fill in all the requested details and select the item(s) you would like to return and choose the reason why you want to send your item(s) back. If an item is faulty, please provide details why. Then click on the 'Send Return Authorization Request' button. Refunds can only be done on your credit card or on your bank account. To request a refund in the case you chose Cash on Delivery, it is necessary to have a bank account: refunds with this payment method can only be issued through Wire Transfer to a Bank Account.Check the box to agree with our Return Policy. You will then receive an email containing your RAN number which is valid for the next 14 days within which you can send your unwanted item(s) back to us.

Attach the pre-printed Return sticker (sent to you with the order) on the package you are sending back. If you do not find the pre-printed label inside your order, you may ask the courier to bring a 'Waybill' at the moment of the pickup. Fill in the 'Waybill' with the following details:

  • The Level Group Srl
  • Aspesi Online Store
  • c/o Geodis Logistics S.p.A.
  • Via Dogana Po, 2/A
  • 29015 Castel San Giovanni (PC)
  • Piacenza


Please click here for information on how to read your pre-paid label.

  • UPS: You can contact UPS via telephone by calling the UPS b-owl_carousel-center dedicated to your country at the following link. Alternatively you can make your return through the website or by going to one of our UPS points that can be found at this link
  • DHL: You can contact DHL via telephone by calling the DHL b-owl_carousel-center dedicated to your country. Alternatively you can book the collection through the website.
  • FEDEX: You can contact FedEx via telephone by calling the FedEx Customer Care 199.151.119. Alternatively you can book the collection through the website.
  • DHL Paket: You can contact DHL Paket via mailusing this address (24h before collection). Alternatively you can book the collection through the website or you can take your package to the nearest DP shop.
  • OTHER COURIERS: You may select the courier of your preference, however in this case, the return shipping costs will be at your expense and will not be reimbursed. Please keep in mind that choosing to use your own courier can slow down the return process and the resulting refund.


    We inform you that the purchased items cannot be replaced or exchanged and, therefore, if you wish to change the purchased product, you can make a return in the ways and terms described in our Returns policy and proceed with a new order.


    You will be notified by email once your return has been received and processed.

    If you wish to follow the progress of your return, simply Login anytime, visit the Orders section in your My Account and type in the aforementioned Return Authorization Number.

    Customers from outside the EU should fill in 5 copies of the Returns Proforma invoice with item descriptions and unit values. These forms are necessary for Customs clearance and will have to be handed into the courier.

    You will find an empty copy inside your package or you can simply download an empty copy here.


    If you need a new return label, we can help you - just contact our Customer Service Team, include your order number and we wll send a return label to you.



    After our warehouse has received your return and verified that all of the conditions have been met, you will be refund within 30 days.

    Your refund will be credited to the original purchaser's credit card or on the bank account you provided (in case you selected C.O.D. payment) and will not include shipping costs for faulty items or for orders cancelled under the DSRs only. Shipping costs will not be refunded for items returned using our free collection service.

    If your order has been sent to a destination within the EU, all sales taxes (VAT) will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through the Aspesi Online Store. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

    Please note credit card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately, we are unable to influence this.

    Cancelling your order under the distance

    Cancellation Policy

    You must notify Customer Service in writing of your wish to cancel the contract for your entire order under the DSRs within 14 (fourteen) working days of receiving your items. Either email support@aspesi.com or write to us at:

    • The Level Group s.r.l.
    • Order Cancellation
    • Piazza Arcole 4
    • 20143
    • Milano
    • Italy

    On receipt of your notice of contract cancellation, Customer Service will email you a Return Authorization Number (RAN) number. Please complete this on the Returns Proforma Invoice that you received with your order, and include it with your return so we can process your refund promptly. In the case you have lost the Return Proforma Invoice, download it using the link you find on the Return Authorization email you received from our Customer Service or download it here.

    We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us, and that you retain proof of sending, in the case of a dispute. Please note that you must cover the cost of the return shipment, as our free collection service does not apply to orders cancelled under the Distance Selling Regulations.

    All items must be returned unused, in their original condition and from the country that the order was delivered to. We will refund the full value of your order, excluding shipping costs, within 30 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.

    Please note that you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation within 14 (fourteen) working days of receiving the order, as described above.

    Additional returns information

    Returns Informations

    We cannot accommodate exchanges at this time.

    Send your return from the same Country in which you've placed your order. We will not be able to accept returns from different countries.

    Your return package will be accepted within 7 working days from the delivery date at our warehouse.

    Returns which do not respect the conditions above or with missing or incomplete Customs documentation will be refused and returned to the Shipper.