Terms and conditions

The following General Terms and Conditions of Sale govern the offer and sale (together with the documents referred to below, including the Privacy Policy and General Terms and Conditions of Use) of products on the website ('https://shop.eleventymilano.it '). FRANCESCO MASSA SRL (“the Seller”) directly sells the products purchased on https://shop.eleventymilano.it. FRANCESCO MASSA SRL has its registered office in Italy at Corso Messapia 57 – 74015 Martina Franca (TA), Number REA: TA-92410, P.IVA n. 02050461207, fully paid share capital of 52000 Euro. Requests for information should be made through the Customer Care.For any other legal information, go to the sections: General Terms and Conditions of Use, Privacy Policy and Return Policy.


The Seller offers products for sale on https://shop.eleventymilano.it and its e-commerce business services are available exclusively to its end users, i.e. the 'Customers'.
'Customers' shall mean any individual who is acting for purposes that are outside his or her trade, business or profession.
The Seller reserves the right not to process orders received from users who are not 'Consumers' and any other order that does not comply with the Seller's business policy.
These General Terms and Conditions of Sale regulate the offer, transmission and acceptance of purchase orders relating to products on https://shop.eleventymilano.it between the users of https://shop.eleventymilano.it and the Sellers.
The General Terms and Conditions of Sale do not regulate the supply of services or the sale of products performed by third parties that are on https://shop.eleventymilano.it through links, banners or other hypertext links. Before sending orders and purchasing products and services from those third parties, the Seller recommends that the Customer verifies the third party's terms and conditions, since the Seller shall under no circumstances be deemed liable for the supply of services provided by third parties or for the execution of e-commerce transactions between the users of https://shop.eleventymilano.it and third parties.


To place an order for the purchase of one or more products on https://shop.eleventymilano.it, the Customer must fill out the online order form and send it electronically to the Seller, following the relevant instructions.
The order form contains a summary of these General Terms and Conditions of Sale: information on the main characteristics of each product ordered and corresponding unit price (including all applicable fees and taxes); the type of payment that the Customer may use in order to purchase each product; shipping terms for the purchased products; shipping and delivery costs; the terms and conditions for returning purchased products.
Before confirming the purchase order, the Customer can see an order summary including the list of purchased product (sizes and quantities), the product prices and shipping cost. An order shall be deemed to have been submitted when the Seller receives the order form electronically and the order information has been verified as correct.
The order form will be filed in our database. Customer may access his/her order form by clicking on the section called My Order, in the Personal Profile.
Before submitting the order form for the purchase of products, the Customer must carefully read the General Terms and Conditions of Sale, to print a copy using the print option and to save or reproduce a copy thereof for personal use.
Italian is the language used for executing contracts with the Seller. The website is available also in English: Customer can select the language.
After order submission, the Seller will process the order.
The Seller may not process purchases when there are not sufficient guarantees of solvency, when orders are incomplete or incorrect, or the products are no longer available. In the above cases, the Seller shall inform Customer by email that the contract has not been executed and that the Seller has not carried out the purchase order specifying the reasons thereof. If the products displayed on https://shop.eleventymilano.it are no longer available at the time of last access and once the Seller has received the order form, the Seller shall inform Customer of the unavailability of the ordered products within thirty (30) days from the day after Seller has received the Customer’s order. If the order form has been sent and the price has been paid for items that are no longer available, the Seller will refund the amount paid for those items.
By submitting an order form to and making a contract with the Seller, Customer unconditionally accepts and undertakes to observe the provisions of these General Terms and Conditions of Sale. If the Customer does not agree with certain provisions of these General Terms and Conditions of Sale, the Seller suggest Customer not to submit the order form for the purchase of products on https://shop.eleventymilano.it.
By submitting an order form, Customer agrees and accepts these General Terms and Conditions of Sale as well as further conditions contained on https://shop.eleventymilano.it, including links, the General Terms and Conditions of Use and Privacy Policy.
Upon submission of an order form, the Seller shall send Customer a purchase order receipt email, containing a summary of the information related to the order form (General Terms and Conditions of Sale, the products' main characteristics, detailed information on the price, terms of payment, return policy and shipping costs).


On https://shop.eleventymilano.it the Seller only offers products marked with the Eleventy and Eleventy Platinum trademarks.
The Seller does not sell second-hand products, flawed products or products of lower quality than the corresponding market standards.
The main characteristics of products are available on https://shop.eleventymilano.it on each product page. The products offered for sale on https://shop.eleventymilano.it may not exactly correspond to the real garments in terms of image and colors due to the Internet browser or monitor used.
Prices are subject to change and will be as quoted on our site from time to time, except in cases of obvious error. Check the final price of sale before sending the relevant order form.
The Seller temporary cannot ship Perfumes in Extra Europe Countries.
All Products sold by https://shop.eleventymilano.it come with a disposable seal. When trying on the products the Customer should not remove or alter the seal from the purchased products in case of return the purchased product.
In case of return, the Seller can refuse returned items without seal and original tags, or products damaged.


Payment of the product prices and relevant costs for shipping and delivery, the Customer may use one of the procedures indicated on the order form.
In case of payment by Credit/Debit Card, all details (for example, card number or expiration date) will be sent by encrypted protocol to Unicredit Bank or other banks which provide remote electronic payment services, without third parties having any access thereto whatsoever. The Seller does not use these details except for performing the procedure relevant to purchase or issuing refunds in the case of returns in compliance with the exercise of return right or for reporting cases of fraud to the police. The price for the purchase of products and the corresponding costs for shipping and delivery, as indicated in the order form, will be charged to the current account as well as the transaction is completed.


The Customer can see the Customer Care Area for specific product shipping and delivery procedures. Customer have to read these sections carefully. The information provided in these sections forms an integral part of these General Terms and Conditions of Sale and, consequently, shall be deemed to be fully read and accepted by Customer at the time the order form is sent.


Customers can contact the Customer Care for further information in the available time.


The Customer may cancel the contract with the Seller in relation to products purchased on https://shop.eleventymilano.it, without any penalty and without specifying the reason, by notifying the Seller in writing within fourteen (14) calendar days, beginning on the day you receive the products. The change of size is not possible.
Customer can return the products to the Seller by the approved courier (as indicated on the online Return Form) via the pre-paid, to fill and send on line on https://shop.eleventymilano.it and the Seller shall deduct from the refund the cost of return postage. In this case, after the communication to want return some purchased items, the Seller will send Customer an e-mail confirmation of received return request, including all instructions to follow to send back the parcel. This option is available only for return shipments in Italy. Customer can also return the product packaging the relevant products securely and sending, at his/her own risk and cost, them to the Seller using any courier. For extreme protection, the Seller recommends that Customer use a courier service if he/she chooses to return the goods other than via the pre-paid mechanism and approved courier as detailed at clause. In this case, Customer have to prove that the return communication has been sent by fourteen (14) days from the delivery.
Customer should return the products to the Seller within fourteen (14) calendar days from the date Customer notifies the Seller of the cancellation, in the same condition in which Customer received them and at his/her own expense. You have a legal obligation to take reasonable care of the products whilst they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
The Customer pays the return shipment of purchased items. If Customers chooses to send back the return using the courier indicated by the Seller (SDA), the shipment is pre-paid. This option is valid only for Italy.
The Seller offers the possibility to turn back purchased goods free of any charges through the SDA courier: this pickup service is only valid for the Italy. Simply contact to the SDA customer service (call cost 14 cents/minute) dialing the number and asking to the operator for the national retirement service, by advance booking with free carrying costs, indicating the recipient details (Francesco Massa Srl, Via G. Chiarelli 26, 74015 Martina Franca - TA, Italy) and as well sender’s details (under the preferred date/hour specification). The pick-up service is having a charge of 7 Euros, which will be deducted from the final refund amount.
Customer can decide to use a different courier respect that indicated by the Seller. This option is possible for Italian return, it is compulsory for European and Extra European returns. In this case, Customer will pay the courier service to send back the return. The Seller will refund the total amount paid for the order, considering the standard shipment. The Seller will not refund any type of shipping cost different from the standard one. The Customer is the only responsible in case of lost or damaged parcel, due to a wrong choice of courier or method of shipment.
About returns from Extra European Countries, the customers is responsible for shipment of the returned item(s) and any eventual import, such as local taxes, custom duties, import and/or custom clearance tax, and those import will be deducted from the final refund.
In any case, the Seller will complete the appropriate custom’s documentation, in order to reduce any custom duties relative to item(s) return. The unused item(s) must be returned by EMS - International Mail Service to Francesco Massa s.r.l. Via Giuseppe Chiarelli 26 - 74015 Martina Franca (TA) Italy. The customer is here ask for to add the ‘return proforma invoice’ filled out in the form as required by the package turn over, available down on paper, present in the accompanying international documents and downloadable in the section of 'My
The Seller suggests Customer to choose a shipping insurance. The package containing the returned items is under Customers’ responsibility. The Seller is not responsible in case of lost packages, damages for incorrect packaging or delivery delays to our warehouses.

The Customer may return the purchased item/items respecting the following conditions:
a. He/she should notify to the Seller in writing within fourteen (14) calendar days, beginning on the day you receive the products (or for purchases of multiple products, the day on which you received the last product) by completing and submitting the online Return Form* or by Contacting the Seller. Customer should keep a record of your cancellation notice;
b. the products should not have been used, worn or washed;
c. the identification tag should still be attached to the products with the disposable seal;
d. the products should be returned in their original packaging;
e. products should be returned to the Seller within fourteen (14) calendar days of the date Customer notifies Seller of decision to cancel;
f. the products should not be damaged.
The Seller will refund the price of the returned product/products if Customer follows all instructions reported in this paragraph 7. The Seller will provide to refund according to the rules here reported.
The Seller will provide to refund the Customer in the shortest time and, anyway, within five (5) working days from the final delivery of returned item in the Seller’s warehouse (Francesco Massa s.r.l. – Via Giuseppe Chiarelli 26, 74015 Martina Franca TA)
The Customer will be notified if the returned products cannot be accepted. In this case, the Customer may choose to have the products delivered at no expense to the Seller. If the Customer refuses the above delivery, the Seller reserves the right to retain the products and the amount paid for the purchase of the products. Without limiting the paragraph above, the cancellation right set out above does not apply to sealed products unsealed by the Customer following delivery, where return of such products is unsuitable due to health protection or hygiene reasons; products which are made to Customer’s specifications or clearly personalized; products which have become inseparably mixed with other items after delivery.


After the Seller has received the returned products and checked that the products meet all requirements, Customer will receive an e-mail that the returned products have been accepted. Whatever the form of payment used (Credit/Debit Card, PayPal, Bank Transfer and Cash on Delivery), the Seller will refund Customer the total amount for returned purchased items.
Once the Seller has checked that the return was carried out in compliance with the above conditions, the time period for refunding the amount paid for purchasing the returned products depends on the payment type used. Anyway the Seller will provide to the refund within five (5) working days from the delivery to return in the Seller’s warehouse.
The Seller refunds Customers using the same method of payment used for the purchasing procedure. The orders paid via cash on delivery will refunded with bank transfer. If there is no correspondence between the shipping holder and the person who paid, the Seller will refund the same person that paid in case of return.
In case of refund via credit card, the value date for the credit will coincide with the date of the original payment.
The Seller indicates SDA as courier for the pre-paid shipment in case of return (http://www.SDA.com). The Seller will send to the Customers asking the return an email including all instructions to book the pick-up using SDA. In this case, the Customer can send back the return without pay directly the courier. The Seller will deduct the cost of shipment of 7 Eur from the total amount. In this case, the Customer is not responsible in case of lost or damaged parcel. This option is valid only for Italy.
In case of Customer decide to use a different courier for the return (respecting to SDA indicated by the Seller), he/she will pay the courier and is responsible in case of lost or damaged parcel. This option is compulsory for all extra Italy return shipments.


The Customer will have info about the privacy of his/her personal data consulting the Privacy Policy.
For any info about the Privacy Policy, it is possible send request to the following email address: customercareweb@eleventymilano.it or the Seller official address: Francesco Massa srl, Corso Messapia 57, 74015 Martina Franca (TA) - Italy

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