FAQs

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

INFORMATION ABOUT ORDERS DURING DELIVERY SUSPENSION

Is shopping on Bottega Veneta safe?

We operate according to the guidelines of the World Health Organisation and the competent authorities and constantly ensure that hygiene and sanitary standards are respected.

Can I continue to place orders?

In line with recent government guidelines, and for the health of our community, we have taken the decision to temporarily pause delivery services and close our warehouses. However, you can continue to shop and have your order delivered once our warehouse reopens soon. Here’s how:
1.Add items to your Shopping Bag and proceed to checkout as usual
2.Your card will be charged 5 days after you place an order
3. We’ll send your purchase when our warehouse reopens, and you’ll receive an email once it has been shipped from our warehouse
4. If you change your mind, you can cancel at any time before your order is shipped by contacting our Client Service.
We have also extended our return period to 60 days for all orders placed starting from March 1st, 2020, so you will have more time if you want to keep or return your purchase.

Will my order arrive late?

In line with recent government guidelines, and for the health of our community, we’ve taken the decision to temporarily pause delivery services. As a result, your purchase will be shipped when we re-open our warehouse.
You will receive an email as soon as your order has been shipped.
If you’d like to cancel your order, you can do so at any time before your order is shipped, contacting our Client Service.

Can I still exchange items?

In line with recent government guidelines, and for the health of our community, we have taken the decision to temporarily pause delivery services. As a result, it is not possible to request an exchange now.

We have extended our return period to 60 days for all orders placed starting from March 1st, 2020, so you have more time to decide if you want to keep or return your purchase.
Please make sure it still meets our Return Policy.

Can I still return items?

In line with recent government guidelines, and for the health of our community, we have taken the decision to temporarily close our warehouses and pause delivery and return services.

We have decided to extend our return period to 60 days for all orders placed starting from March 1st, 2020, to ensure that you have enough time to decide whether to keep or return your items.

How do I return if the warehouse is closed?

In line with recent government guidelines, and for the health of our community, we have taken the decision to temporarily pause delivery services and close our warehouses. At the moment, we are unable to accept returns at our warehouse, however, we are working on alternative plans to get this service back up and running.

Can I cancel my order?

You can request to cancel your order at any time before your order is shipped, by contacting our Client Service.

Your credit card will be charged 5 days after the order has been placed. If you cancel your order before this time, you may see a pending charge on your card known as a ‘pre-authorization’ which should disappear within 10 working days.
If you request to cancel your order after 6 days, we will issue a full refund to the card used for purchase.

Why has my order been cancelled?

In line with recent government guidelines, and for the health of our community, we’ve taken the decision to temporarily pause delivery services and close our warehouses. As a result, we have changed the way of ordering and we have had to cancel your order.

However, you can continue to shop on our website.

Your order will be shipped once our warehouse reopens soon.

When will I receive my refund?

You will receive a confirmation email as soon as your return has been accepted and your refund has been processed, after the re-opening of our warehouse.

In line with recent government guidelines, and for the health of our community, we have taken the decision to temporarily pause delivery services and close our warehouses. This means that that your order will take longer to reach you than expected.

Thank you for your patience and understanding.

CLIENT SERVICE BANK HOLIDAYS

Bank Holidays

New Years’ Day Wednesday, January 1, 2020
Martin Luther King Day Monday, January 20, 2020
Presidents Day Monday, February 17, 2020
Memorial Day Monday, May 25, 2020
Independence Day Saturday, July 4, 2020 Early dismissal at 6:00 PM on Friday, July 3, 2020
Labor Day Monday, September 7, 2020
Columbus Day Monday, October 12, 2020
Thanksgiving Thursday, November 26, 2020 Early dismissal at 6:00 PM on Wednesday, November 25, 2020
Christmas Day Friday, December 25, 2020 Early dismissal at 6:00 PM on Thursday, December 24, 2020

PREORDERS

What is a preorder?

A preorder gives you the opportunity to buy an item that will become available at a later date.

When will my preorder be charged?

We will charge the amount on your card when the item is available and ready for shipping. Please note that we can only charge the same card that was used to place the order. It is not possible to modify the payment method.

When will my preorder be shipped?

You can check the estimated shipping date either on the product’s page or in your confirmation email. Please note that orders are processed automatically and the actual shipping date might vary.

EXCHANGES AND RETURNS FOR IN STORE PURCHASES

Can I return in store an item purchased on www.bottegaveneta.com?

You are welcome to return your online purchase in one of our directly operated stores within the country the online order was delivered to with reference to your BottegaVeneta.com order. Returns can be arranged within 20 days of delivery or pickup in store. Please note this does not include Duty Free shops in airports.

Can I request a refund of an item purchased in a Bottega Veneta store?

Refunds are not allowed by our policy. While we default to exchanges within 15 days of purchase, in case of return, where fiscally allowed, the refund will solely be in form of a store credit.

Can I exchange an item after having received the tax free refund at the airport customs?

Due to the fiscal implication of tax refunded sales, it is not possible to exchange or return an item once the tax refund has been stamped by a customs authority.

Can I exchange an item received as a gift?

Our policy allows to exchange merchandise exhibiting a valid proof of purchase. In case of gift, at the point of sales, the store staff is available to issue a gift receipt (without the item amount) that can be used in case of exchange.

Can I return a Gift Card?

Where issued, gift cards cannot be returned to purchase other gift cards nor be converted into cash.

Where and when can I exchange an item purchased in a Bottega Veneta store?

Bottega Veneta offers exchanges within 15 days from the day of purchase, with the original proof of purchase, of non sale, unaltered goods in one of our directly operated stores globally. Please note this does not include Duty Free shops in airports. Due to customs restrictions the WW Exchange policy is not valid in Thailand on items purchased abroad. For the detailed list of stores click here. Please note that we will try our best to guarantee the exchange but, exceptions, for any reason, may occur. In case of doubt please contact our stores or client service for further assistance.

What is an e-receipt?

To fully embrace our environmental sustainability commitment, Bottega Veneta stores have the possibility to complete the transaction sending also an electronic copy of the purchase details directly to your email address. This electronic receipt can, without any problem, be used as proof of purchase for an exchange in store.

Can I exchange an item purchased in one of Bottega Veneta airport stores?

If the airport store where you purchased belongs to this list, please feel welcomed to exchange the items purchased there in one of our boutiques globally, except for Thailand. Please be aware that due to the delicate fiscal limitations concerning airport sales we always suggest you to contact the store where you intend to perform the exchange in advance. Items purchased in non airport stores cannot be exchanged at airport Duty Free shops.

SHIPPING

What are the delivery times and costs?

STANDARD SHIPPING
Average delivery time: 3-7 business days
Complimentary

EXPRESS SHIPPING
Average delivery time: 2-4 business days
Complimentary

Saturday Delivery
Delivery guaranteed on Saturday morning for orders placed by Friday at 2 pm EST
$ 30.00

Next Day Delivery
Delivery guaranteed next working day for orders placed by 2 pm EST
$ 25.00
Please note that during weekends (and bank holidays) orders cannot be processed, therefore this shipping option is not selectable on these days.

UPS is our courier for all shipments. You will receive an email containing your Tracking Number once your package has been shipped from our warehouse.
All orders are processed automatically and we are unable to expedite or delay shipping times.
Delivery times begin one business day after the order is placed. This is due to the time difference between North America and Italy, where most of our products are shipped from.

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.

For orders placed in the US, 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.

The pick up service is available at all of our US boutiques.

 

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:

Credit Card:

American Express, Visa Electron, Visa, MasterCard and JCB.
Please note we cannot accept credit card gift cards nor electronic gift cards issued at our boutiques.

The total will be charged to your card when the order is shipped.

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.

EXCHANGES AND RETURNS FOR ONLINE PURCHASES

How can I return my purchases?

You may return most items purchased on BottegaVeneta.com. Fragrance items are excluded. Boutique return policies may differ.

Please follow these instructions:

1. Fill out the Return and Exchange Form within 20 days of the delivery date.

2. Make sure the merchandise you return is in its original condition, tags and packaging included, otherwise we will be unable to accept your return and issue a refund.

3. Use the pre-paid UPS Return Label included in your order and leave the package at a UPS drop-off location.

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.

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

If you have lost the pre-paid return label, please contact us with your order number.

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 Confirmation email.

IMPORTANT INFORMATION

We wish to inform our clients that our deliveries are temporarily suspended in line with Italian Government restrictions and will resume as soon as possible. In the meantime, feel free to browse the site and place orders.
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