Delivery & Returns

Delivery

All our orders are shipped by GLS or PostNL, this depends on your region. We make every effort to deliver your order within 1-2 business days of receiving payment. All orders placed before 12 a.m. (Monday through Friday) go out the same day and we aim for next day delivery within the Netherlands and Belgium. Orders received on weekends or national holidays will be processed the next business day. Unfortunately, we cannot offer overnight shipping at this time.

If you order an item with a longer delivery time in combination with a stock product, we will wait until your order is complete before shipping it to you.

For Europe the expected shipping time is 2-3, 4-6 or 8-12 business days, depending on your region. If you have an urgent request please email us so we can ship by express.

Please note that this information is an indication and that we cannot guarantee any delivery time based on this information. Delivery time delays still occur due to different reasons.

Delivery outside EU

All packages shipped to countries outside of Europe are shipped insured.

For missing packages to countries outside the EU, we apply the points below:
- we are not responsible for missing packages to shipments outside the EU.
- Missing packages will only be refunded if reimbursed by insurance.
- while the investigation is ongoing, it is not possible to get a refund or receive a replacement product.

For damaged packages to countries outside the EU we apply the following points:
- we are not responsible for damages caused during the shipping process to shipments outside the EU.
- Damaged packages/items will only be refunded if reimbursed by the insurance company.
- It is not possible to get a refund or a replacement product during the investigation.

Delivery & Returns Furniture

Charlie Crane, Bermbach Handcrafted and Moonboon are being sold under drop-ship terms. Do you wish to cancel your order of any of these brands? Then you must inform us within 48 hours after placing your order. After that it is no longer possible to cancel your order.

All furniture sold under drop-ship conditions is ordered by La Gentile from the manufacturer within 48 hours of receiving your order. After which it may take another 1 to 2 weeks before your order is actually shipped.

Returns of any of these brands will not be accepted. Complaints will of course be dealt with, unless those complaints originated with the carrier.

Shipping costs

Within the Netherlands and Belgium shipping costs are €4.50 and free for orders over €50,00, to Germany the shipping costs are €4,95 and free from €100. For other EU countries the shipping costs are between €4,50 and €25,00. Shipping costs to the UK are £10,00 and are free on orders over £150,00, shipping to all other countries outside Europe are €25,00. 

Upon arrival of the goods in your country, local import duties and customs fees may be charged. These charges are the responsibility of the recipient of the package. Unfortunately, we have no control over these charges and cannot tell you what the cost will be, as customs policies and duties vary greatly from country to country.

If the package is returned to sender for any reason, we can resend the package. the additional shipping costs must be paid by the customer.

Please note all shipping costs above do not apply to furniture. Here we use different shipping costs. These can be found below:

Shipping Large Furniture within EU: €30,00
Shipping Large Furniture to the UK: £50,00

Shipping Large Furniture US, Mexico, Canada: PostNL Domestic €100,00
Shipping Large Furniture US, Mexico, Canada: GLS - Fedex €175,00

The shipping costs of Large Furniture to all other countries outside the EU are €150,00.

Returns

If the consumer, for whatever reason, does not wish to retain the article, the consumer has the right to return the article to La Gentile within 30 (thirty) days after taking delivery of the article. This means that you have to cancel the order in written up to 14 days after receipt without giving a reason. You have another 14 days after cancellation to return your product.

For items purchased with a promotion or on sale: you have 14 days from the date you received your order to return the product(s) to us. We guarantee a refund if the product(s) are returned in perfect condition and in their original packaging.  Items purchased on sale with 50% off or more can only be returned for store credit excluding the €5 extra.

All returns must be send with the completed return form coming with your order.
If there is no return form included with your package you can download one here.
Returns send without the return form will not be accepted and send back to the customer.

We offer the following return options:
- Store credit + bonus.
- Refund.

The return costs from your home to the store are for your own account. 

The consumer must follow all further return conditions and instructions stipulated by La Gentile. This guarantee does not comply if the article has been damaged, or if the consumer has attempted to amend or alter the article in any way. Return articles will only be accepted if it is sent in the original, undamaged wrapping and the labels are still attached to the merchandise. If the return instructions have been followed accurately, La Gentile will reimburse the consumer for the returned article(s) within thirty days after receiving it. If a payment is completed by credit card, refunds will automatically be applied to the credit card used by the customer at the time of purchase.

If you exercise your right of withdrawal, the product will be returned to the entrepreneur with all delivered accessories and - if reasonably possible - in its original condition and packaging. Should the product be damaged or the packaging more damaged than necessary to sell the product, we may pass this depreciation of the product on to you. So please treat the product with care and make sure it is properly packaged when returning it.

To exercise this right, please contact us at hello@la-gentile.com. We will then refund the order amount due within 14 days of notification of your return provided the product has already been received back in good order.

La Gentile ships all orders with a value above €50 euro free of charge within the Netherlands and Belgium with the exception of furniture. If the order amount drops below €50 euros due to partial returns, the usual shipping contribution (4.50) will be calculated and deducted from the return amount.

If you wish to return your item(s) to La Gentile, please make sure your returns are accompanied by a bill with the order number, reason for return and desire for exchange or refund. Unidentifiable returns may not be refundable. All items must be returned in their original packaging and with the original hangtags.

Because we want to make returns as easy as possible for you and as friendly as possible for the environment and us, exchanges for another style are not possible. In that case the order will be refunded, any new items can be purchased in the online store.

If La Gentile sends the wrong item(s) or the item(s) turns out to be defective upon arrival, please notify La Gentile within 2 days of receiving the item(s). We will reimburse the return shipping costs and send you new and correct items as soon as possible, if in stock.

Returns by post

You can only return your online order by post.

- Please note that shipping costs for the return or exchange are at your own expense.

- Please ensure that the item you are returning is handled with care. We are not responsible for any damage during return shipping or loss of your item during shipping.

- We recommend that you use a mail service that insures the value of your returned items or provides you with proof of shipment. Lost packages will not be refunded.

- Should the product be damaged or the packaging damaged more than necessary to try the product, we may pass this depreciation of the product on to you. So please treat the product with care and make sure it is properly packaged when returning it.

- Once your return is properly received, you will receive a credit memo email with your refund information.

Generally, we process returns the same day we receive the returned item. After that, the refund will be in your bank account within 10 days.

Send your online returns to:

La Gentile
Borneostraat 17
2405 CW, Alphen aan den Rijn
The Netherlands

Exceptions:

Gift cards, personalized items, pacifiers and skincare cannot be returned or exchanged.