SHIPPING AND RETURNS

Frequently Asked Questions (FAQ)

SHIPPING

Detailed Shipping Guide

Shipments are processed Monday through Friday. We ship to Italy and Europe (EU) via tracked express courier. As soon as your package leaves our warehouse, you will receive an email containing a tracking link to monitor your delivery status in real time.

Products available in stock will generally be delivered in the shortest possible time, estimated as follows:

• Italy: Within 3 business days from payment confirmation.

• EU Countries (outside Italy): Within 5 business days from payment confirmation.

Deliveries are made Monday through Friday during business hours by a specialized courier using suitable packaging to the address provided by the Customer. The delivery times mentioned above refer to items currently in stock and are to be considered non-binding; they may be subsequently confirmed or updated based on operational needs.

Upon receiving the Products, the recipient must verify that the items delivered match the order in quantity and description. In case of any discrepancies, the Customer retains the right to exercise their right of withdrawal.

Shipping charges are calculated based on weight, volume-to-weight ratio, and delivery destination, in accordance with our carrier agreements. These costs are clearly stated to the Customer during checkout and in subsequent order confirmation emails.

Upon delivery, Customers are kindly requested to inspect the package carefully before signing for receipt. All items are packaged securely. If the box appears damaged or tampered with, Customers should sign "received with reservation" or refuse the delivery altogether. If a package is accepted with an unauthorized signature or if there is clear evidence of tampering, Customers must contact the courier immediately.

MEDUSA S.r.l. cannot be held responsible for missing items, theft, or damage if the shipment is accepted without reservation. If a shipment cannot be successfully delivered to the address provided by the Customer in the purchase contract, the package may be returned to the sender. Any associated costs will be deducted from any refund due to the Customer. All shipments are insured; however, insurance coverage expires upon delivery.

RETURNS & REFUNDS

Detailed Return Guide

• Online Request: Access the MY ACCOUNT section within 14 days of delivery to initiate your return request.

• Return Management: You will receive detailed instructions via email. Prepare the package by placing the footwear in its original, undamaged box. The courier will provide the return shipping label to be applied to the package upon pickup.

• Refund: Hand over the package to the courier as instructed. Once the item arrives back at our warehouse and passes our quality check, we will issue your refund.

• Please note: Only the price of the returned item will be refunded. Original shipping fees will not be refunded.

IMPORTANT NOTICE

You have 14 days from the receipt of your order to submit a return request. Returning an item is your right and will always be accepted as long as you follow the steps below.

• Exchanges for different sizes or models are NOT available. If you wish to exchange an item for a different size, color, or style, please process a return and place a new order.

• Our return procedure provides a refund only.

• Only one return request per order is permitted.

• Return shipping costs are covered by us only if the return is conducted following the official procedures outlined below.

HOW TO MAKE A RETURN

You can manage your return request directly from the MY ACCOUNT section on the 4B12 website by logging in. If you have forgotten your credentials, you can request a password reset.

If you placed an order as a guest (without creating an account), you can still submit a return request via the REQUEST A RETURN section on our website by entering the required details and following the instructions.

• Log into MY ACCOUNT and click the "REQUEST RETURN" button next to your order.
  (Note: The "REQUEST RETURN" button usually appears 3 days after placing the order and automatically disappears after the 14-day return window expires).

• Select the item(s) you wish to return and complete the steps.

Once your return request is submitted, you will receive an automated confirmation EMAIL, followed by further instructions on how to proceed.
Upon inspection and verification of the product's condition (in accordance with our General Terms and Conditions), the cost of the item(s) will be refunded. Original shipping costs incurred during purchase will be retained by 4B12.

REFUND PROCESSING TIMES

4B12 usually processes and accepts your return within 14 days from the date it arrives at our warehouse. Following inspection and acceptance of the merchandise, we will process your refund immediately.

The refunded amount will typically be visible in your account within 10 business days from the date the refund is issued.

NEED HELP?

Send us an MAIL with your request — we will be happy to assist you!