Return Policy

Looking for a RETURN?

According to the provisions of GEO 34/2014 regarding the consumer protection when concluding and executing distance contracts: "The consumer has the right to notify the trader in writing that he gives up the purchase, without penalties and without invoking a reason, within 14 days after receiving the product or, in the case of the provision of services, from the conclusion of the contract ".

IL PASSO ONLINE STORE accepts returns within maximum 14 days since the order has been received.

In order to request a return please follow the next steps:

  • Fill all the requested data in the RETURN FORM (in order to download the return form , please click here)
  • E-mail the Customer Support Department by sending your request via at
  • Print and attach the RETURN FORM in the shoe box
  • Expedite the order at Street. Bulevardul Iuliu Maniu, no. 105C, district 6, Bucharest, ROMANIA using a local courier company.
  • Within maximum 14 days since your return has been received, your account will be credited.


Note : When requesting a return, you will be responsible for the return shipping fee cost.  Orders received without the Return Form included may affect return processing and credit delay

In case you received a different item or a defective one, please send us your inquiry including pictures at We will gladly assist you in returning the order and IL PASSO will organize the return for you at no costs. 


Want to make an EXCHANGE?

We usually do not do exchanges. Our products are on a high demand, therefore we cannot guarantee that by the time your return will arrive the item you want in exchange will still be in stock.

Therefore, if you are still looking for an exchange, we will kindly ask you to send us an e-mail at with your order number or your order details (First Name and Last Name, E-mail and Phone Contact) and the item you want in return. Any product exchange can be made only if stock is available.

Once the Customer Support Department will have confirmed the item you want to exchange is in stock, it will be reserved for you. Please note that it is mandatory to send us the return first, in order to receive the exchanged item(s).

The shipping fee for the return will be at your cost. Exchanged item will be shipped at no extra cost. In case you want to exchange your order for a higher priced style, you will pay the difference amount. If the item you want to exchange values less than the originally ordered, please send us your bank account details and we will gladly refund you the difference.

IMPORTANT:  We do not accept returns for worn or damaged items. The product(s) must be returned with its all original labels and packaging (According to Law 249/2015, art. 16 (8)). Please use a protective packaging for the expedition, if possible the original one. The product is not received if it is scratched, damaged, if it does not have intact labels or if accessories are missing.

*We do not receive returns or exchanges with payment on delivery. IL PASSO reserves its rights to refuse returns from customers who requested more than 6 returns per year