Faq
How to buy?
Shopping on our site is quick and easy:
- browse the catalogue and click on the product you want;
- on the product details page select the size and colour you prefer;
- click on "Add to Shopping Bag";
- a summary window will open. Click on "View Shopping Bag and check out";
- enter the delivery address and payment information.
Do I need register to complete the purchase?
No, you do not need be registered on our site to make purchases.
However, registration is fast, free, safe and gives you many advantages:
- receive updates on your order and check past purchases;
- save your delivery preferences;
- request returns and check your refunds online;
- receive exclusive updates from the world of Intrend.
Can I save my favourite products?
To save your favourite products you must be a registered user.
- browse the catalogue and click on the product you are interested in;
- on the product details page select your preferred size and colour;
- click on "Add to Favourites".
How can I check the delivery status?
In the order confirmation email there is the Tracking Number, a code that allows you to track the package in real time on the courier website.
If you are a registered user, you can also follow the order directly in the My Orders section.
How do I contact your Customer Services Department?
You can find the Contact us button at the bottom of every web page. You will find a form to send an e-mail or you can start a conversation via LIVE CHAT.
Any costs relating to other forms of contact are non-refundable.
Have you received a promocode?
Click here for more information about using it online or in an Intrend store.
Where can I find a size guide?
On the product details page, under "Sizes and Fitting", you can consult the "Size Guide".
For more information please contact Customer Services.
SHIPPING
What are the shipping times?
Shipping is usually within 4-8 working days.
What are the shipping costs?
The shipping cost is Fr 35 for orders worth less than Fr 180. Shipping is free for all orders worth more than Fr 180.
Remember that for returns shipping is charged to the customer.
See the "Returns and refunds" section for full details.
How can I check the shipping status?
In the order confirmation email there is the Tracking Number, a code that allows you to track the package in real time on the courier website.
If you are a registered user, you can follow your order directly from the "My Orders" section.
What happens if I am not at home when the courier arrives?
After the first delivery attempt, the courier will leave a notice indicating the pick-up point where your order will be deposited.
If you don't collect the order from the collection point, after a few days the package will be sent back to our warehouse and you will be refunded.
Which countries do you ship to?
We ship to Austria, Belgium, Bosnia, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom and the United States.
Are there addresses that you cannot ship to?
The courier cannot deliver to Post Office boxes or to Postal services, parcel shops and Intrend shops (the Click & Collect service, delivery to the shop, is not active).
Please also note that we cannot ship to the following areas:
• Campione d'Italia, Lugano Lake, Livigno
• Azores
• Madeira
• French Overseas departments
• Channel Islands
• Gibraltar
• Canary Islands
• Balearic Islands
• Andorra
• Ceuta
• Melilla
• Åland Island
• San Marino
• Vatican City
PAYMENTS SECURITY
What is PSD2?
From the 14th of September 2019 online payments will now be even more secure thanks to the new PSD2 European standard, which introduces new authentication rules.
Your shopping experience will still be quick and secure, you will simply need to confirm your identity each time you make a payment online such as by entering a temporary code or by using your digital fingerprint on your banking app.
Please note that every banking establishment will apply new and different authentication methods. Don’t forget to contact your bank to activate this service.
Below you will find a small diagram that will guide you through each step of the new payment method.
For more details click here or contact our Customer Service.
How can I pay for my order?
We accept all major credit cards and debit cards, Apple Pay, Google Pay, PayPal and PayPal Express.
In the following countries you can also pay with:
Klarna Pay Later: Austria, Belgium, Switzerland, Germany, Denmark, Finland, United States the Netherlands and Sweden
Bancontact: Belgium
When will my account be charged?
When you order, you only pre-authorise the payment. You are only actually charged for the order when the products are dispatched.
In what currency will I be charged?
The transactions and prices of the products are always calculated in the local currency of the delivery country of the order. The prices always include VAT.
Is shopping on this website really safe?
The highest levels of security in the protection of personal and payment data are guaranteed thanks to a secure connection using SSL/TLS certificates to protect the information of each user.
My payment was not accepted: what happened?
If you used a credit card, carefully check the information that you entered: the number, the card type selected and the expiration date. If the payment is declined again, please contact our Customer Services Department who will provide you more detailed help.
Finally, remember that you can also pay via PayPal.
What is the CVV/CVC code? And where can I find it?
The CVV (Card Verification Value) is a security measure against fraud that helps identify the cardholder.
On MasterCard and Visa cards, the code is printed on the back next to the space for the signature and consists of 3 numbers. On American Express cards the code is printed on the front and consists of 4 numbers.
RETURNS
Return by courier
You have 14 days from the order's delivery to return the goods using this fast, easy procedure. The return shipping costs will be at your expense.
If you are not a registered user, please contact our Customer Services Department.
If you are a registered user, you can send the return request directly from the My Account area:
Can I return any product, even if I only changed my mind?
You have 14 days from when your order was delivered to request a return, whatever the reason.
The product must be returned in exactly the same condition in which you received it: unworn, unwashed, not modified in any way and with all of its labels and accessories.
Please note that it is not possible to exchange items in-store.
Can I change the size or colour of a product?
Sorry, but you cannot currently request changes. If you need to change the size or colour, you can return the products, get your refund and make a new purchase.
I have received a damaged or faulty product. What should I do?
If there are any defects you can return the item easily. If you are a registered user, log in to the My Account section, go to My Orders, select Request Return and specify your problem.
If you are not a registered user, please contact our Customer Services Department.
After we have received your returned item and have checked the damage, we will forward the refund request. Please note that we cannot accept articles that are not in the same condition in which you received them. We will update you regularly by email until we confirm the refund.
How can I request a return?
You can return products to our warehouse following this procedure:
Return by courier
You have 14 days from the order's delivery to return the goods using this fast, easy procedure. The return shipping costs will be at your expense.
If you are not a registered user, please contact our Customer Services Department.
If you are a registered user, you can send the return request directly from the My Account area:
1. Request a return
You have 14 days after receiving the order to request a return and an additional 14 days to return the products.
As a Registered User you can send us your return request directly from your account.
Just access your profile and enter the "My orders" section, select the order that contains the product you want to return and click on "Request return". You will receive an email with all the instructions for the return, the label to print and apply to the package, the tracking number to track the delivery and the telephone number of DHL.
As an Unregistered user you will need to contact our Customer Service by phone or email. Once the request has been made you will receive a return authorisation email with a label to print and apply to the package, the tracking number to track the shipment and DHL's phone number.
Be sure to protect the products by choosing a suitably sized carton.
Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs.
2. Organise the shipment
Arrange for the package to be picked up by DHL or take your package to a DHL service point. Find all the details at www.dhl.com. Make sure that no more than 14 days have passed since you requested the return.
Please remember to include also your delivery note. Without the delivery note you can use the order confirmation email with the subject: "Thank you for your purchase".
If your return fails these checks, our Customer Services department will contact you. Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs.
3. Quality check
As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks.
4. Refund
If the quality check is completed successfully, we will send you an email to confirm your return and refund. After a few days you will be able to check if you have been credited with the refund. Please note that on a purchase equal to or greater than Fr 35 the return fee is fixed at Fr 35. For purchases of less than Fr 35, the fee is equal to 50% of the purchase value.
