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Customer Service

Customer Service

Shipping Methods

openingceremony.com delivers parcels all over the world via DHL Express. All orders are processed within 1 working day. However, during sale seasons orders might suffer a slight delay due to an excessive amount of orders being filled out. openingceremony.com will not be held responsible for a delay in shipment caused by weather conditions, international customs issues or any other circumstances beyond the control of OC. All shipments are accompanied with an official invoice with the exact declared value of each item in euros. Sale and discounted items reflect discounted prices. Worth of goods will be publicly available on the package’s insert for tax reasons on all orders. Once orders are sent they can no longer be cancelled and change of delivery address is no longer possible, please make sure to fill out a correct address when checking out. Once you receive your parcel, you can ask for the return or exchange within 14 days you (or someone you nominate, other than a carrier) received the goods.

Orders

OC Italy S.r.l. has created and published the website  with the mission to offer a service exclusively for its own Clients. The products on sale on the website openingceremony.com are destined to the Final Customer. By “Final Customer” openingceremony.com intends person or persons who do not operate their own entrepreneurial nor professional activities that may include but not limited to the re-sale of merchandise purchased at openingceremony.com. Therefore, openingceremony.com requests Users who are not considered a “Final Customer” to refrain from attempting to establish business relations with openingceremony.com nor use accounts of third parties to forward purchase orders relative to the merchandise on sale. In regard to the commercial policy described above, openingceremony.com reserves the right to not process orders from persons that are not the Final Customer and any other orders that are not in conformity with the said commercial policies. openingceremony.com reserves the right to decline to process an order and/or offer services to anyone at any time. openingceremony.com reserves the right to decline an order in the event that the order does not receive express verification or approval from the Client’s bank. openingceremony.com reserves the right to delay a shipment if the order is not able to be shipped for reasons beyond our control. Please note that during promotions and sales there may be delays in immediate shipping. Orders placed separately will be shipped separately.

Once your order has been placed, you will receive an email acknowledging the details of your order. This email is NOT an acceptance of your order, just a confirmation that we have received it. Unless you cancel your order, acceptance of your order and completion of the contract between you and openingceremony.com will be completed when we email you that the goods have been dispatched. Neither our third party payment processor nor our nominated courier has the authority to accept an order on behalf of openingceremony.com. We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorization for payment, that shipping restrictions apply to a particular item, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn, or that you do not meet the eligibility criteria set out within the Policy.

We may also refuse to process and therefore accept a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any merchandise from openingceremony.com whether or not that merchandise has been sold, removing, screening or editing any materials or content on openingceremony.com, refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

Whilst every effort is made to make sure details on our website are accurate, we may from time to time discover an error in the pricing of products. If we discover an error in the pricing of a product in your order, we will let you know as soon as possible. We shall be under no obligation to accept or fulfil an order for a product that was advertised at an incorrect price and reserve the right to cancel such an order that has been accepted or is in transit. If you order a product that is priced incorrectly for any reason, we will email or telephone you to inform you that we have not accepted your order and/or that the relevant part of your order has been cancelled. If you have already paid for the goods, we shall refund the full amount as soon as we are able. In the event that products are recalled in transit, we will process your refund once the products have been returned to us.

Available items

Orders made of available items, upon confirmation of their availability and check of the bank transaction, will be processed the next working day of the order’s placement. The amount of the transactions made by credit cards will be settled only when processing the order. 

Please note that during seasonal sales and promotional sales, delay may occur in the order’s processing.

Pre-order items

A pre-order is the reservation of an item that is not yet available for sale, but will be soon. Pre-order items are shipped upon the arrival of the products in the warehouse within the time that is stated on the item’s purchase page. In case the merchandise in pre-order fails in delivery, openingceremony.com will promptly inform and refund customers. openingceremony.com will not be held responsible for a delay in shipment caused by circumstances beyond the control of OC that cause pre-ordered products to arrive at the warehouse later than the time specified on the product’s purchase page. In pre-order purchases credit cards are debited at the moment the order is placed. 

Regarding order with available items and pre-orderable items, shipment will happen in 2 different phases:

Available merchandise will be shipped with standard shipping methods
Pre-orderable items will be shipped right after items are available in stock.

Shipping Costs

Please note that in case that, for any reason, customer refuses the delivery of the parcel,
shipping costs and import duty fees related to the automatic return of the parcel to the sender
will be charged to the customer. This amount will be deducted from the total amount of the
order to be refunded.

openingceremony.com offers DDP (Delivery Duties Paid) shipping to a few selected countries. This
means taxes, custom fees and import fees for European Union Countries, New Europe,
Switzerland, Japan, South Korea, Hong Kong SAR, Canada, China Mainland, Singapore, Australia, Bahrain, Taiwan Region, Thailand, United Arab Emirates and the United States
are included. Shipments to DDU (Delivery Duties Unpaid) countries may be subject to custom
fees, import fees and taxes, these are the sole responsibility of the client and will not be
reimbursed by Opening Ceremony.

EUROPEAN UNION COUNTRIES
Shipping costs: €15
Countries included: Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, France,
Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland,
Portugal, Romania, Slovakia, Slovenia, Spain

NORTHERN EUROPE AND AMERICAS
Shipping costs: €19
Countries included: Canada, Cyprus, Ireland, Jersey, Malta, Mexico, United Kingdom, United
States, Croatia, Finland, Norway, Sweden, Switzerland

APAC+
Shipping costs: €24
Countries included: Albania, Australia, Azerbaijan, Bahrain, Brunei, Brunei Darussalam,
Cambodia, Canary Islands, China Mainland, Hong Kong SAR, Iceland, India, Indonesia, Japan, Jordan, Korea,
Republic Of, Kuwait, Macau SAR, Malaysia, New Zealand, Oman, Philippines, Qatar, Russia,
Russian Federation, Saudi Arabia, Serbia, Singapore, South Africa, South Korea, Taiwan Region,
Thailand, Turkey, Ukraine, United Arab Emirates, Vietnam

ROW
Shipping costs: €49
Countries included: Bermuda, Chile, Colombia, Dominican Republic, Ecuador, Egypt, Georgia,
Ghana, Israel, Kazakhstan, Lao People's Democratic Rep, Lebanon, Marshall Islands,
Martinique, Mauritius, Morocco, Paraguay, Peru, Puerto Rico, Reunion, Senegal, Trinidad and
Tobago, Angola

SHIPMENT TRACKING
When the order will be tendered to the courier, customers receive an email from DHL
providing the tracking number (AWB) related to the order. To monitor the status of your order,
customers may visit DHL official website http://www.dhl.com/en.html and insert the given
AWB number in the specific area “Track Your Shipment”.

Delivery Time

openingceremony.com processes orders in Italy, Milan from Monday to Friday. openingceremony.com processes orders within 48 hours of the order’s placement, or the next available working day. Orders placed from Friday to Sunday, or holiday will be processed the following business day. openingceremony.com ships all over the world via DHL Express. openingceremony.com cannot be accountable for carrier delays or delays caused by holidays, meteorological conditions, customs inspections and other circumstances that are irrelevant to openingceremony.com's control.

Once shipped, arrival time of packages may vary from country to country.

Delivery for shipments addressed to:

Italy: approximately 1-2 working days (excluding the Italian Islands which may take 2-3 working days).
European Union: approximately 2-3 working days.
Rest of the world: approximately 4-5 working days.

Returns and Refunds

Returned Products must conform to our returns policy below.

You have a legal obligation to take reasonable care of the products while they are in your possession, and you must return them in the same condition in which you receive them (except to the extent reasonably necessary to examine them). This includes the following guidelines:

- products should be returned unworn (other than to try them on), unwashed, undamaged and unused with their original tags;

- footwear and accessories should be returned in the original boxes provided and inside a protective shipping box;

- if the Product comes with a security tag this should be left on;

- hosiery should only be returned if it is unopened and is in its original package; and

- lingerie and swimwear must only be tried on over your own lingerie garments.

If you fail to comply with the above obligations (including the conditions of return), we may deduct from the refund an amount to reflect the diminished value of the Product(s) up to the full price of the Product(s).

You cannot cancel a contract for the supply of any of the following Products:

  • - any Products that have been personalised or made to your own bespoke specifications unless such Products were damaged or faulty when delivered to you or have been incorrectly delivered (see Returns and refunds for customised Products below for more information);
  • - any garments or cosmetics Products that have had a hygiene label or seal removed or broken.

Returns and Refunds for Customised Products

Due to the nature of personalised and monogrammed Products, returns, changes or cancellations are at our discretion. In exercising this discretion, we will have regard to the level of customisation and personalisation and also reserve the right to offer a store credit rather than a monetary refund. Store credit is valid for 6 months from the date of issue. This does not affect your statutory rights. Please note, that personalised and/or customised Products may have a long lead in time before shipping, but payment will be taken at the time of or shortly after you submit your order and in advance of shipping.

Returns Process

We recommend that you return Products in their original packaging to ensure the necessary protection when in transit. Instructions for the return of the Product(s) will be included with the delivery package. When cancelling a purchase and returning Products to us you have two options available to you:

Depending on where you live, exercise your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs). If you choose this option you will be refunded the full price for the Product(s) (subject to our Returns Policy) and the cost of standard delivery but will be liable for the organisation and cost of returning the Product(s) to us.

Use our Free Returns service. If you choose this option you can return the Products(s) for free and will be refunded the full price for the Product(s) (subject to our Returns Policy) but not the delivery charges.

We describe these two options in more detail below.

(i) Your cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs)

Except in relation to certain types of Products (as set out above), you may cancel a contract at any time before your order is delivered and up to 14 days afterwards, beginning on the day after you received the Products ("cooling-off period"). 

To cancel a Contract, you must clearly inform us, preferably by email at customerservices@openingceremony.com.

If you cancel an order (or part of an order) during the cooling off period, you must return the Product(s) within 14 days after the day on which you notify us of the cancellation and comply with the Returns Policy.

If you cancel a Contract between us within the 14 day cooling-off period (see above), we will process the refund due to you as soon as possible and, in any case within 14 days after the day on which we receive the Product(s) back or (ii) if earlier, the day on which we receive evidence that you have returned the Product(s) to our returns address.

We will refund the price of the Product(s) in full (subject to any deduction we are entitled to make due to your use of or damage to the Product(s)), including the cost of standard delivery. However, we will not refund your cost of returning the Product(s) to us, and you are responsible for those costs. We will refund any money received from you using the same method originally used by you to pay for your purchase, unless agreed otherwise.

Free Returns Pick Up

We offer a free collection service to all customers for Product(s) you wish to return except in relation to certain types of Products as set out in the Returns Policy. You have 14 days from receiving your order to return the Product to us. We strongly recommend that you book your free returns pick-up within 7 days of receiving your order to ensure that it arrives back in time. Please note that we can only collect returns from the same country to which your order was delivered. 

To book a free return pick-up:

- sign in to the Site and go to My Account;

- under 'Orders' click on the 'Book a return collection' link next to the order you want to return;

- select the Products you would like to return and follow the steps to schedule a pick-up time and address.

We will e-mail you with your Returns Merchandise Authorisation (RMA) number, confirmation of your collection time and address, a booking reference number and returns documents. 

What happens next?

Print out the Air Waybill (AWB) and attach it to the outside of the parcel. There will also be a copy to give to the courier. Please save a copy of the AWB for your records. You can use this to track your return shipment.

If you have been provided with a returns invoice for customs, please enclose one inside the package and attach a signed copy on the outside with the AWB.

Do not seal your package until the driver has checked the contents.

Please note that you have 30 days to contact us upon the pickup of your return to ensure that we have acknowledged it and received the Product. If you contact us after this 30 days period, we cannot guarantee a refund.

Faulty Products

If any Product you order is damaged or faulty when delivered to you or has developed a fault, you may have one or more legal remedies available to you, depending on when you make us aware of the problem, in accordance with your legal rights. If you believe a Product was delivered damaged or faulty or has developed a fault, you should inform us as soon as possible, preferably in writing, giving your name, address and order reference. Nothing in this section affects your legal rights.

Product information

Whilst we have taken reasonable steps to depict Products as accurately as possible through the photographs and other images featured on the Site, the detailing (such as colour, pattern and texture, etc.) you see on-screen will depend on your monitor and, as such, may not exactly reflect the actual detailing of a Product when you receive it.

Any information on the Site regarding sizing of Products is included as a guide only. If you are in any doubt as to the size of any Product you require, we recommend that you contact us prior to placing an order (see Contacting us).

What you are allowed to do

You may only use the Site for non-commercial use and only in accordance with these terms and conditions. You may retrieve and display content from the Site on a computer screen, print and copy individual pages and, subject to the next section, store such pages in electronic form. Additional terms may also apply to certain features, parts or content of the Site and, where they apply, will be displayed on-screen or accessible via a link. 

What you are not allowed to do 

Except to the extent expressly set out in these terms and conditions, you are not allowed to: 

- 'scrape' content or store content of the Site on a server or other storage device connected to a network or create an electronic database by systematically downloading and storing all of the content of the Site; 

- remove or change any content of the Site or attempt to circumvent security or interfere with the proper working of the Site or the servers on which it is hosted; or  

- create links to the Site from any other website, without our prior written consent, although you may link from a website that is operated by you provided the link is not misleading or deceptive and fairly indicates its destination, you do not imply that we endorse you, your website, or any products or services you offer, you link to (and do not frame or replicate) the home page of the Site, and the linked website does not contain any content that is unlawful, threatening, abusive, defamatory, pornographic, obscene, vulgar, indecent, offensive or which infringes on the intellectual property rights or other rights of any third party.

You must only use the Site and anything available from the Site for lawful purposes (complying with all applicable laws and regulations), in a responsible manner, and not in a way that might damage our name or reputation or that of any of our affiliates.

All rights granted to you under these terms and conditions will terminate immediately in the event that you are in breach of any of them.

Payment Methods

Openingceremony.com has the following payment methods available: Credit cards (we accept Visa, Mastercard, American Express, Diners, Discover, JCB and Union Pay); Paypal (to register a paypal account, please visit their website at paypal.com) and local payments (Ali pay for China Mainland, Hong Kong SAR, Macao SAR and Taiwan Region; Sofort for Germany, Belgium, Austria and Switzerland; iDeal for Netherlands).
Please note that all payment transactions are subject to verification with the card issuer. Your credit card will be charged only when the order is finalized, and we will not be held responsible for any refusal of a card issuer to authorize the transaction.  Furthermore, we conduct standard pre-authorization on the card; Products shall not be shipped until such checks have been performed. Please note that the card issuer may charge a fee or administrative-processing charge; we are not responsible for such expenses.

PLEASE NOTE that it may take your bank additional time to process the funds back to your account.

Your order will be dispatched upon receipt of payment on our account. Refunds from returns will be charged-back to the bank account which the original order was paid from.

*In accordance with the new EU Regulation UE 2016/679 on Data Protection (GDPR), the data may be transferred to non EU countries or countries not belonging to the European Economic Area, that however grant an adequate level of protection of the personal data. In any case, the data processing will take place in accordance with the provisions of the current rules and regulations.

Prices and Currency

The product price shall correspond to the list price appearing on the Site. Prices include VAT but exclude shipping. Shipping costs (at the stated price) will be added automatically to the total amount due once your items appear in the cart and you have selected your desired shipping method. Delivery prices and costs are subject to change at any time; however, such changes shall not affect the orders for which we have already sent a Shipping Confirmation. Payments as well as refunds for shipments are all invoiced in Euro (EUR).