FAQs

Find the answer you need by clicking on the topics below.

SHIPPING

What are the delivery times and costs?

UPS is our courier for all shipments. You will receive an email containing your Tracking Number once your package has been shipped from our Italian warehouse.
All orders are processed automatically and we are unable to expedite or delay shipping times.

Where can I have my order delivered?

At this time we are unable to ship orders to General Delivery and P.O. Boxes. Orders made to any of these addresses will be cancelled.

The delivery address of your order must match the country site in which you place your order. Orders made from a different country site than the delivery address will be automatically cancelled. Please select the correct country site for your order from the Choose Your Country page.

Pick Up in Store

Bottega Veneta offers you the possibility to pick up for free in a boutique the items you ordered online.
During the order process select “Pick up in store” and choose which store you would like to have your order delivered to. You will receive an email as soon as your order is ready to be picked up at the store.

In order to pick up your order, you will need to bring with you:
– Valid ID
– Shipping confirmation email (printed or on a mobile device).

If someone is collecting an order on your behalf, they must bring:
– Copy of your valid ID
– Valid ID of the person collecting
– Shipping confirmation email (printed or on a mobile device)
Letter of authorization.

You could also drop off your order in one of our boutiques that offer the Pick Up Store service. Our boutique staff will be pleased to take care of the return process on your behalf.
You will be refunded once the package reaches the warehouse.

At the moment the pick up service is available in the following boutiques:

LONDON OLD BOND
14 Old Bond Street, W1S4PP
London (UK)
+44 20 7629 5598

LONDON SLOANE
33 Sloane Street, SW1X9NR
London (UK)
+44 20 7838 9394

How to check the status of my order?

It is possible to check the order status at any time by entering the Order Number in the Follow Your Order page. Registered users can also find all information related to their orders in the My Account area.

Order being prepared: the order has been confirmed and we have already sent a confirmation email with the Order Number.

Order has shipped: as soon as the order is shipped from our warehouse, we will send you a confirmation email with the Tracking Number to track the delivery.

If more than 24 hours have passed and you still haven’t received an Order Confirmation email, please Check your spam folder and make sure that confirmation@store.bottegaveneta.com and shipping@store.bottegaveneta.com are in the safe senders list of your email account. This will prevent the anti-spam filter from blocking future communications. If this doesn’t work, contact us.

PAYMENTS

Which payments methods can I use on Bottegaveneta.com?

Bottegaveneta.com accepts the following payment methods:

PayPal:
easily shop online without having to enter your credit card details on the website.
Your account will be charged once the order is completed.
To register for a new PayPal account, visit the website paypal.com.

Are the prices displayed on product pages the final ones?

Purchasing on Bottegaveneta.com is reserved for end consumers. Our prices are inclusive of VAT.

How can I get VAT refund?

Bottegaveneta.com offers the possibility of Tax Free shopping for customers residing outside of the European Union, provided that the order total is higher than the limit imposed by the Country where the order was placed.

To obtain the refund, present the invoice that was attached to your shipping confirmation email to the Customs Office and ask for proof of export from the EU; then, within 3 months of the order date, it is necessary to send the following documentation to our offices:
1. the invoice in original copy with the customs stamp
2. a copy of a valid document proving that your residency is outside the European Union
3. for orders paid with cash on delivery, details of a Bank Account for the refund – account holder’s name, IBAN code and BIC/SWIFT code of the account.

Tax Free Shopping for Diplomats
To request a VAT refund as a Diplomatic Agent, it is necessary to send the following documentation to our offices:
1. a copy of a valid form of identification
2. a copy of the invoice for which you are requesting a VAT refund
3. a declaration from the relative Governmental Authority attesting that you possess the requisites to obtain the refund.

Requests and documents should be sent by mail to the following address:
YOOX Group
Customer Care
Via Nerio Nannetti 1
40069 Zola Predosa
Bologna, Italy

Upon verification of the details and documentation provided, we will proceed to refund the VAT amount.

Please note that, according to the export rules set out in Notice 704, it is not possible to refund VAT for goods sold over the internet in the United Kingdom.

EXCHANGES AND RETURNS

I have lost my pre-paid return label, how can I get a new one?

If you have lost the pre-paid return label, just contact UPS (www.ups.com) and request that they bring a blank standard waybill when they collect your return. You should fill it out as follows:

– Select “Standard” Service and “Receiver” under payment terms
– Indicate W95789 as the Receiver’s account number
– Send the return to this address:

YOOX NET-A-PORTER GROUP
Interporto di Bologna
blocco 9.5
40010 Bentivoglio (BO)
Italy

How can I return my purchases?

You can return any item purchased on Bottega Veneta within 14 days of the delivery date, fragrances excluded.
Please follow these instructions:

Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.

Once your package reaches the warehouse, please allow 3 to 7 business days (depending on peak times) for your return to be processed.

If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation e-mail.

Where is my return?

You can check the status of your return at any time on the Follow your Return page.

How long does it take to get refunded?

We usually accept returns within 3 to 7 business days of their arrival at our warehouse; once your return has been accepted, we will immediately request reimbursement and send you a confirmation email.
The time needed to process your refund may vary based on the payment method used:

Credit Card: our bank will reimburse you within 7 business days of the Return Acceptance Confirmation email. The time it takes to restore the credit back to your account depends on the Credit Card Issuer.

PayPal: You will see the refund in your PayPal account within 24 hours of the Return Acceptance Confirmation email.