Returns and Refunds

1. Right of Withdrawal

Pursuant to Legislative Decree 206/2005 (Consumer Code), the consumer customer has the right to withdraw from the purchase contract, without providing any reason, within 14 days from the date of receipt of the products.

The withdrawal period expires after 14 days from the day on which the Customer, or a third party designated by them other than the carrier, acquires physical possession of the goods.

2. How to exercise the right of withdrawal

To exercise the right of withdrawal, the Customer must send an explicit communication via email to the following address:
assistenzaclientimyem@gmail.com

The communication must contain:

     
  • First and last name
    •  
  • Order number
    •  
  • Order date
    •  
  • Product(s) for which return is requested
    •  
  • Explicit declaration of intent to exercise the right of withdrawal and the reason

Example:
“I hereby communicate my intention to exercise the right of withdrawal in relation to order no. ___ for”

Once the request is received, instructions for return will be provided.

3. Return of products

The Customer is required to return the goods within 14 days from the date on which they communicated the withdrawal.

The return address is:
Via Sossio Russo, Frattamaggiore (NA) - Hanami Srl

The deadline is met if the Customer sends back the goods before the expiry of the 14-day period.

4. Condition of returned products

The product must be returned:

     
  • Intact and undamaged
    •  
  • Not used beyond what is necessary to establish its nature, characteristics, and functioning
    •  
  • Complete with any accessories
    •  
  • In its original packaging

The Customer is responsible for any diminished value of the goods resulting from handling other than what is necessary to establish their nature and characteristics.

5. Return shipping costs

The costs for returning the product are borne by the customer. Shipping costs will not be refunded.

In the event of a properly exercised withdrawal, all payments received from the Customer will be refunded, excluding any supplementary costs resulting from the delivery of the product. The refund will be made within 14 days from the receipt of the withdrawal communication. The refund may be suspended until the goods are received or until the Customer has demonstrated that they have sent back the goods.

6. Products excluded from the right of withdrawal

The right of withdrawal is excluded in the following cases:

     
  • Personalized or custom-made products
    •  
  • Products that are likely to deteriorate or expire rapidly

7. Defective or non-conforming products

In the event of defective or non-conforming products, the Customer has the right to a legal guarantee of conformity lasting 24 months from the delivery of the goods.

To report a defect, it is necessary to send a communication to assistenzaclientimyem@gmail.com specifying: Order number, Description of the defect, and any photographs of the product.
The Customer may request, free of charge: Repair or Replacement.

8. Customs and Non-EU

In accordance with customs regulations, the shipment of goods or documents outside the EU is subject to declaration. This means that the goods must be accompanied by a proforma invoice for returns.

The invoice must be correctly filled out and attached to the outside of the package used for the return shipment (not to be placed inside).

If you are returning an item from a non-EU country, we also invite you to communicate the return tracking number by sending an email to our Customer Service. This will facilitate the customs clearance process for your shipment.

Please note that returns from non-EU countries may take longer due to the customs clearance procedure. The customs clearance procedure is not dependent on Myem: if your package is held in customs, you can contact the courier in charge of the shipment for further updates. We assure you that the timing of the customs clearance procedure will have no consequences on your refund.

9. What are the return costs?

Returns for refunds are at the customer's expense. Returns for size exchange are free of charge.

10. Newsletter & Account

Newsletter
Subscribe to the Myem newsletter to stay updated, be the first to discover new arrivals, and not miss out on promotions! Subscribing is very easy: just access the dedicated section and enter the requested data. If you have any difficulties or doubts, do not hesitate to contact Customer Service.

The Account
Registering a personal account allows you to store your shipping details, view your order history, track an order, and independently register a return.
Creating an account is very easy: just click on the dedicated icon at the top right and enter the requested data. If you have forgotten your account password, you must access the dedicated section and click on "forgot password". This way, the system will send an automatic email with a link to the registered email address.

11. How can I contact customer service?

If you would like more information regarding your online purchases, such as order status, shipping times, the procedure for making a return, or any other questions, do not hesitate to contact us by phone at (+39)………., by email at assistenzaclientimyem@gmail.com, from Monday to Friday, from 2:00 PM to 6:00 PM (Rome/Paris/Berlin Time: GMT +1).

Are you a shop and want to have Myem in your store?
Depending on your reference region, contact the respective representative; if there isn't one in your region, contact customer service at assistenzaclientimyem@gmail.com or call the number…………..

12. Product Info

What if an item is not available?
If a product is not currently available, you can send a request to our email specifying the product and size, and you will receive an automatic email if the item becomes available again.