FAQs

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

CLIENT SERVICE BANK HOLIDAYS

BANK HOLIDAYS

• New Year’s Day – Closed (January 1st)
o Close at 6pm on New Year’s Eve
• MLK Day (January 21)
• President’s Day (February 18)
• Memorial Day (May 27th)
• Independence Day (July 4th)
• Labor Day (September 2nd)
• Columbus Day (October 14th)
• Thanksgiving Day (November 28th)
o Close at 6pm on November 27th
• Christmas Day – Closed
o Close at 6pm on December 24th Christmas Eve

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 in one of our boutiques. Please be aware, anyway, that due to the delicate fiscal limitations concerning airport sales we always suggest you to contact in advance the store where you intend to perform the exchange.

SHIPPING

Holiday Shipping

 

Delivery is guaranteed by 24 December, if the order is placed by the dates indicated below:

STANDARD SHIPPING
Place your order by 13 December at 12:00 PM CET

EXPRESS SHIPPING
Place your order by 19 December at 12:00 PM CET

Next Day Delivery
Place your order by 23 December at 12:00 PM CET

RETURNS
All orders placed and delivered between 18 November and 23 December may be exceptionally returned until 7 January. Orders delivered after 23 December follow the ordinary return policy.

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:

Visa, MasterCard and JCB.
The total will be charged to your card when the order is shipped.
Bottegaveneta.com features a Fast Checkout option, allowing you to save your credit
card details so that you don’t have to re-enter them for future purchases.

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:

You may return all items excluding Fragrance purchased on BottegaVeneta.com. Boutique policies 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 in which they were purchased.
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.

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.