Terms of Sale
GENERAL TERMS AND CONDITIONS OF SALE
1. General Information and Seller's Identity
These General Terms and Conditions of Sale govern the offer and sale of products made through the website www.feeloh.it, hereinafter also referred to as the “Website”.
The seller of the products available for purchase on the Website is:
M.I. S.R.L.
VAT Number: 17061631002
Registered Office: Via dei Due Macelli 27, 00187 Rome (RM), Italy
Certified Email (PEC): m.i.srl@pec.it
Customer Service Email: feeloh.roma@gmail.com
Customer Service Phone: +39 380 497 8973
Customer Service Hours: Monday to Friday, from 12:00 PM to 6:00 PM
M.I. S.R.L. will also be referred to as the "Seller" in these Conditions.
Before placing an order, the Customer is invited to carefully read these General Terms and Conditions of Sale, the Return and Refund Policy, the Shipping Policy, the Privacy Policy, and the Cookie Policy published on the Website.
Placing an order implies acceptance of the General Terms and Conditions of Sale in force at the time of purchase.
2. Scope of Application
These Conditions apply to purchases made on the Website by:
* natural persons acting for purposes unrelated to their business, commercial, craft or professional activity, hereinafter referred to as “Consumers”;
* natural or legal persons acting in the exercise of their business, commercial, craft or professional activity, hereinafter referred to as “Professional Customers”.
The provisions specifically protecting Consumers apply exclusively to Customers who qualify as such.
The Seller reserves the right not to accept orders that, due to the quantity of products, frequency of purchases, or other circumstances, are clearly incompatible with a purchase intended for personal use.
For professional purchases, resale, distribution, or wholesale supplies, it is necessary to contact the Seller in advance and agree on specific commercial terms.
3. Changes to the General Terms and Conditions of Sale
The Seller may modify or update these General Terms and Conditions of Sale at any time, including to comply with regulatory, technical, or organizational changes.
The changes will be effective from the date of their publication on the Website and will not apply to orders already concluded.
The General Terms and Conditions of Sale accepted by the Customer at the time of order submission apply to each individual order.
4. Product Characteristics and Availability
The Seller takes the utmost care in presenting the products, their characteristics, composition, measurements, colors, workmanship, and decorative elements.
The Customer is required to carefully read the description and characteristics reported on the product page before making a purchase.
The photographs and graphic representations of the products are intended to present them as faithfully as possible. However, slight differences may occur between the displayed image and the actual product due to, for example:
* screen or device settings used;
* lighting conditions during viewing;
* natural characteristics of yarns and fabrics;
* artisanal or manual processing;
* slight variations in shade, texture, weave, embroidery, or placement of decorations.
Such variations, when they do not affect the nature, quality, or functionality of the product, do not constitute a defect of conformity but may represent a characteristic of artisanal craftsmanship and the uniqueness of the item.
The presence of a product on the Website does not guarantee that it will remain available until the completion of the order.
The displayed availability is updated regularly; however, exceptionally, multiple Customers might purchase the same item simultaneously, or an inventory error might occur.
In case of subsequent unavailability, the Seller will promptly inform the Customer and will proceed, at the Customer's choice and where possible, with:
* a refund of the amount paid for the unavailable product;
* a replacement with an alternative product;
* waiting for a possible restock.
Replacement with an alternative product will occur only with the Customer's prior consent.
5. Prices
Product prices are indicated on the Website in the currency selected or made available during navigation.
Unless otherwise specified, prices applicable to purchases destined for Italy and the European Union include applicable VAT.
Shipping costs and any additional costs are shown separately before the final submission of the order.
The total price to be paid by the Customer is indicated in the order summary before confirming the purchase.
For shipments outside the European Union, the price may not include customs duties, local taxes, import charges, or costs required by the authorities of the destination country. Unless otherwise indicated, these amounts are the responsibility of the recipient and are not dependent on the Seller.
The Seller may change product and shipping prices at any time. Changes will not affect orders already concluded.
In the event of an obvious and recognizable material error in the published price, the Seller will inform the Customer before shipment. The Customer may confirm the purchase at the correct price or cancel the order and receive a full refund of any amount already paid.
6. Promotions, Discount Codes and Vouchers
Any promotions, discount codes, or commercial benefits are valid for the period and under the conditions expressly indicated.
Unless otherwise specified:
* discount codes are not cumulative;
* they must be entered before the order is concluded;
* they cannot be converted into cash;
* they cannot be applied retroactively to orders already concluded;
* they may be limited to certain products, collections, countries, or customer categories.
In case of cancellation or return of an order purchased using a discount code, the refund will be calculated on the amount actually paid by the Customer.
The Seller may refuse or cancel the use of promotions obtained or used fraudulently, abusively, or contrary to the relevant conditions.
7. Purchase Procedure
To make a purchase, the Customer selects the desired products, adds them to the cart, and completes the checkout procedure by following the instructions on the Website.
Before submitting the order, the Customer can:
* check the selected products;
* verify quantities, variants, and colors;
* correct any errors;
* enter billing and shipping data;
* select the available delivery method;
* select the payment method;
* view the total order price;
* read and accept these General Terms and Conditions of Sale.
The Customer is responsible for the accuracy and completeness of the data provided.
The Seller is not responsible for delays, missed deliveries, or additional costs caused by incorrect, incomplete, or outdated information provided by the Customer, except as mandatorily provided by law.
8. Conclusion of the Contract
The display of products on the Website constitutes an invitation to make a purchase offer and not a binding public offer for the Seller.
By submitting the order, the Customer formulates a contractual purchase proposal.
After placing the order, the Customer will receive an electronic confirmation of receipt containing a summary of the ordered products, the price, applicable costs, delivery details, and other essential information.
The contract is considered concluded when the Seller accepts the order and sends the Customer the order or shipping confirmation, according to the technical system used by the Website.
The Seller may refuse or cancel an order, before shipment, for a legitimate reason, including:
* unavailability of the product;
* failed authorization or credit of payment;
* incomplete, inaccurate, or unverifiable data;
* obvious error in price or description;
* suspicion of fraud, abuse, or unlawful use of the Website;
* order incompatible with a purchase intended for personal use;
* inability to deliver to the specified country or address;
* violation of these Conditions.
In case of non-acceptance or cancellation of the order, the Customer will be informed, and any amounts already collected will be refunded without undue delay.
9. Payments
The Customer can make payment exclusively using the methods shown and available during checkout.
Depending on the configurations active on the Website, available methods may include credit or debit cards, PayPal, digital wallets, bank transfer, or other electronic payment systems.
The availability of each method may vary based on the country, device, currency, order amount, or payment service provider.
The Customer guarantees to be authorized to use the selected payment method.
Payment operations are managed through specialized providers. The Seller does not acquire or store complete payment card data, except for information strictly necessary for order management, anti-fraud checks, refunds, and legal obligations.
The Seller may carry out checks on payment regularity and temporarily suspend order processing in case of anomalies or the need for further checks.
In case of payment by bank transfer, where available, the order will be processed after the amount has been actually credited to the account indicated by the Seller. The Customer must make the payment within any communicated deadline; after this deadline, the order may be canceled.
Any costs applied by the bank, card issuer, or payment service provider remain the responsibility of the Customer.
10. Anti-fraud checks and security
To protect the Customer and the Seller from fraudulent transactions, an order may be subject to additional checks.
The Seller may request reasonably necessary information to verify:
* the buyer's identity;
* ownership of the payment method;
* correspondence between payment data and order data;
* correctness of the delivery address.
If the checks cannot be completed or if reasonable risk elements emerge, the order may be suspended, rejected, or cancelled. Any amounts already collected will be refunded using the same payment method, unless technically impossible or otherwise agreed with the Customer.
11. Invoicing and Tax Documents
Customers requiring an invoice must provide all necessary, correct, and complete data during the purchase process or, in any case, before the issuance of the tax document.
Depending on the Customer's qualification and applicable regulations, the following may be required:
* first and last name or company name;
* billing address;
* tax identification number;
* VAT number;
* recipient code or certified email (PEC);
* any other mandatory data.
Once the tax document has been issued, it may not be possible to modify its data, except in cases and according to methods permitted by law.
The Customer is responsible for the accuracy of the tax information provided.
The invoice, if requested and due, will be issued in the forms provided by applicable law. The Customer may request a copy by writing to feeloh.roma@gmail.com.
12. Order Preparation and Processing
Orders are normally processed on business days, Monday to Friday, excluding public holidays.
Orders received during weekends, public holidays, or outside operating hours are processed on the next available business day.
Preparation times may vary depending on:
* item availability;
* order volume;
* payment verification;
* time of year;
* holidays;
* artisanal or special nature of the product;
* any expressly agreed personalizations.
The indication of a preparation or delivery time is an estimate, unless an essential deadline has been expressly agreed upon.
When the order is entrusted to the courier, the Customer may receive a communication containing the tracking code, if available.
13. Shipments and Serviced Territories
The Seller delivers to the countries and geographical areas available and selectable during checkout.
The possibility of completing the order depends on the availability of the shipping service for the indicated address.
Shipping costs are calculated and shown before order confirmation and may depend on:
* destination country and location;
* package weight or volume;
* order value;
* delivery method;
* courier used;
* any additional services.
The Seller may use different couriers depending on the destination, order characteristics, or operational needs.
Delivery to post office boxes, post restante, incomplete addresses, or locations not served by the courier cannot be guaranteed.
14. Delivery Times
Unless otherwise indicated on the product page or during checkout, delivery typically occurs within 1–5 working days from shipment for national orders.
Longer times may be required for islands, remote areas, and international shipments.
The indicated times are estimates and may vary due to circumstances not directly controllable by the Seller, including:
* courier delays;
* holidays or high-volume periods;
* strikes;
* adverse weather conditions;
* force majeure events;
* security checks;
* customs procedures;
* incorrect or incomplete delivery data;
* absence of the recipient.
The Seller undertakes, however, to carry out the delivery within the term provided by applicable law or within any other term agreed upon with the Customer.
The Customer is invited to promptly contact Customer Service if delivery does not occur within the communicated timeframe.
15. Delivery, Transfer of Risk, and Package Verification
The risk of loss or damage to the products remains with the Seller until the Customer, or a third party designated by him other than the courier, acquires physical possession of the products.
If the Customer independently appoints a carrier not proposed by the Seller, the risk may transfer to the Customer at the time of delivery of the goods to that carrier, as provided by law.
Upon delivery, the Customer is invited to verify:
* that the number of packages corresponds to that indicated in the delivery documents;
* that the packaging is intact;
* that the package does not show openings, cuts, crushing, wetness, or tampering;
* that any sealing tapes are not altered.
In the presence of visible anomalies, the Customer is invited to accept the package with a specific reservation, clearly describing the damage on the courier's document, for example: “reservation for crushed package”, “reservation for open packaging”, or “reservation for wet package”.
A generic reservation without indicating the problem may not be sufficient for the purpose of a claim against the carrier.
Failure to make a reservation does not deprive the Consumer of the mandatory rights provided by law, but it may make it more difficult to ascertain that the damage occurred during transport.
The Customer is invited to photograph the package before opening and to keep the packaging until the product is fully verified.
16. Shipping Damage, Wrong Product, or Missing Items
If the product is damaged during shipping, is different from the one ordered, or is incomplete, the Customer is invited to contact Customer Service as soon as possible by writing to feeloh.roma@gmail.com or calling +39 380 497 8973, Monday to Friday, from 12:00 PM to 6:00 PM.
To allow for quick handling of the report, the Customer must provide:
* order number;
* name of the order holder;
* description of the problem;
* photographs of the product;
* photographs of the outer and inner packaging;
* photograph of the shipping label;
* a copy of the document on which the reservation was placed, if any.
Prompt reporting facilitates checks with the courier and does not limit the terms or mandatory rights recognized to the Consumer.
When the problem is attributable to the Seller or to the transport organized by the Seller, the costs necessary for return or replacement will be borne by the Seller.
17. Failed Delivery, Incorrect Address, and Storage
The Customer is required to provide a complete, correct, and accessible address, as well as a useful telephone number for delivery.
In the absence of the recipient, the courier may make further attempts, leave notifications, or place the package in storage, according to its procedures.
The Customer is responsible for tracking the shipment and cooperating with the courier when necessary.
If delivery cannot be completed due to causes attributable to the Customer, including:
* incorrect or incomplete address;
* failure to respond to contact attempts;
* failure to collect during the storage period;
* unjustified refusal of delivery;
* non-payment of legitimate duties or taxes,
the parcel may be returned to the Seller.
In such cases, without prejudice to mandatory legal provisions, the Seller may deduct from the refund the actual costs incurred for shipping, storage and return of the parcel, provided that these are verifiable and attributable to the Customer's behaviour.
Any new shipment must be agreed with Customer Service and may incur additional costs.
18. Duties, taxes and international shipments
For deliveries outside the European Union, orders may be subject to duties, import VAT, customs clearance fees and other charges set by the destination country.
Unless otherwise indicated during checkout, these costs:
* are not included in the price of the products or shipping;
* are determined by local authorities;
* are the responsibility of the recipient;
* cannot be quantified or controlled by the Seller in advance.
The Customer is responsible for checking, before purchase, the customs regulations and any prohibitions or restrictions applicable in the destination country.
Refusal to pay customs charges does not equate to a proper exercise of the right of withdrawal.
If the parcel is returned to the Seller due to non-payment of duties or import charges, any shipping, return, storage and customs clearance costs incurred may be deducted from the refund, to the extent permitted by law.
19. Right of withdrawal
A Consumer who purchases online has the right to withdraw from the contract, without providing any reason, within 14 days from the day on which they acquire physical possession of the product.
In the case of an order containing multiple products delivered separately, the term runs from the day on which the Consumer acquires physical possession of the last product.
To exercise the right of withdrawal, the Consumer must notify the Seller, before the deadline, of their explicit decision to withdraw.
The communication can be sent to:
E-mail: feeloh.roma@gmail.com
Certified E-mail (PEC): m.i.srl@pec.it
Address: M.I. S.R.L., Via dei Due Macelli 27, 00187 Rome (RM), Italy
The communication should include:
* first and last name;
* order number;
* products to be returned;
* email address or telephone number.
The Consumer may also use the standard withdrawal form provided at the bottom of these Conditions, although this is not mandatory.
The communication is timely if it is sent before the expiration of the 14-day period.
20. Return of products
After communicating the withdrawal, the Consumer must return the products without undue delay and, in any case, within 14 days from the date on which they communicated their decision.
Before shipping the product, the Customer is invited to contact Customer Service to receive instructions and the correct operational address for the return.
The registered office should not automatically be used as the return address, unless expressly confirmed by Customer Service.
The product must be returned:
* intact;
* not used beyond what is necessary to ascertain its nature, characteristics and fit;
* unwashed;
* free from stains, odours, perfumes, hair, makeup or other signs of use;
* complete with original tags and labels still attached;
* complete with packaging, accessories and any documentation received;
* adequately packaged to avoid damage during transport.
The Customer is responsible for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning.
The removal or damage of tags does not automatically result in the loss of all rights in cases where the law provides otherwise, but it may be evaluated for the purpose of any diminished value of the product.
The Customer is invited to use a trackable shipping service and to keep proof of delivery. The Seller is not responsible for returns shipped independently by the Customer that are lost before their delivery to the Seller.
21. Return costs
In case of withdrawal due to second thoughts, change of preference, colour, model or other reason not attributable to the Seller, the direct costs of return shall be borne by the Consumer.
When the return is due to:
* defective or non-conforming product;
* product different from the one ordered;
* error in order preparation;
* damage occurred during transport organised by the Seller,
the necessary return costs will be borne by the Seller, after verification of the report.
Shipping costs independently incurred by the Customer without prior agreement will not be reimbursed if the Seller has made available a free or less onerous return method, unless proven necessary.
22. Refund
In case of a valid exercise of the right of withdrawal, the Seller will refund payments received relating to the returned products.
In cases provided for by law, the refund will also include the cost of standard delivery initially offered by the Seller.
Additional costs resulting from the Customer's choice of a more expensive delivery method than the standard delivery proposed will not be reimbursed.
The refund will be made without undue delay and, in any case, within 14 days from the date on which the Seller was informed of the decision to withdraw.
The Seller may suspend the refund until receipt of the products or until the Consumer proves to have sent them back, whichever occurs first.
The refund will be made using the same payment method used for the purchase, unless expressly agreed otherwise and provided that the Customer does not incur costs as a result of the refund.
The time required for the amount to appear in the Customer's account may depend on the bank, card issuer or payment service provider and is beyond the Seller's control.
If the returned product has diminished in value due to unnecessary handling, the Seller may reduce the refund proportionally, informing the Customer and providing adequate justification.
23. Product exchange
The Customer may request an exchange for another item by contacting Customer Service.
The exchange is subject to:
* the availability of the new item;
* the return of the original product;
* verification of its condition;
* payment of any price difference;
* shipping conditions communicated by Customer Service.
If the new product has a lower price, any difference will be refunded as agreed or by the same payment method, where technically possible.
In the event of an exchange requested due to the Customer's personal choice, the costs of return and new shipment may be borne by the Customer.
In case of a defective, incorrect or non-conforming product, the necessary replacement costs will be borne by the Seller.
The commercial exchange does not limit the right of withdrawal or other mandatory rights recognised to the Consumer.
24. Exceptions to the right of withdrawal
The right of withdrawal does not apply in cases provided for by law, including, by way of example:
* custom-made products;
* products clearly personalised according to Customer specifications;
* other goods for which the law expressly excludes withdrawal.
The exclusion does not apply merely because a product has been handcrafted or produced in limited quantities, if it has not been personalised for the individual Customer.
Any exclusions will be clearly indicated on the product page or before the order is concluded.
In any case, the legal guarantee for defective or non-conforming products remains valid.
1. Legal guarantee of conformity
Consumers benefit from the legal guarantee of conformity provided for by the Consumer Code and applicable European legislation.
The Seller is responsible for conformity defects existing at the time of delivery and which become apparent within the period provided by law.
A product is compliant when, among other things:
* it corresponds to the agreed description, type, quantity and quality;
* it possesses the promised characteristics;
* it is suitable for the use normally intended for goods of the same type;
* it is supplied with any accessories and instructions provided;
* it presents qualities and performance reasonably expected by the Consumer.
In the presence of a conformity defect, the Consumer has the right to the remedies provided by law, according to the order and conditions established by the regulations, including:
* repair, when possible and appropriate to the nature of the product;
* replacement;
* proportional price reduction;
* termination of the contract and refund, in the cases provided.
Remedies due for a conformity defect must be carried out at no cost to the Consumer.
The guarantee does not cover, unless they constitute an original defect:
* normal wear and tear;
* damage caused by improper use;
* failure to follow care or washing instructions;
* tears, burns, stains or alterations subsequent to delivery;
* damage caused by chemicals, perfumes, cosmetics or heat sources;
* unauthorised interventions, repairs or modifications;
* deterioration due to improper storage.
The natural characteristics of materials and slight differences inherent in artisan processes do not constitute a defect, provided they are consistent with the description and reasonably expected quality.
To request assistance, the Customer can write to feeloh.roma@gmail.com, attaching the order number, a description of the problem and clear photographs of the product.
25. Product care and use
The Customer is invited to follow the composition, storage, washing and maintenance instructions shown on the label or communicated with the product.
Scarves, pashminas, cashmere, silk, wool, embroidery, lace, crystals, beads, feathers and other decorative elements may require special care.
The Seller is not liable for damages resulting from:
* washing not in accordance with instructions;
* use of aggressive detergents or products;
* ironing at inappropriate temperatures;
* contact with jewellery, rough surfaces or sharp objects;
* storage in damp or unsuitable environments;
* use not in accordance with the nature of the product.
This clause does not limit the Seller's liability for original defects or non-conformities already present at the time of delivery.
26. Limitation of Liability
The Seller is not responsible for delays or non-performance due to unforeseeable events or beyond its reasonable control, including natural disasters, fires, wars, epidemics, acts of authority, transport interruptions, strikes, general network failures or unavailability of essential services.
The Seller is not responsible for temporary interruptions of the Website necessary for maintenance, updating or technical causes not reasonably controllable.
Nothing in these Conditions excludes or limits:
* the mandatory rights of the Consumer;
* liability for wilful misconduct or gross negligence;
* liability for death or personal injury where not legally excludable;
* any other liability that cannot be excluded or limited by law.
For Professional Customers, to the extent permitted by law, the Seller is not liable for indirect damages, loss of profit, loss of business opportunities or consequential damages not foreseeable at the time of conclusion of the contract.
27. Website use and accuracy of information
The Customer undertakes to use the Website lawfully and not to engage in activities that may:
* compromise the functioning or security of the Website;
* access data or systems without authorisation;
* use the identity or payment methods of others;
* place fraudulent orders;
* copy or improperly use protected content;
* interfere with the Seller's commercial activity.
The Seller may limit or suspend access to the Website and cancel orders linked to fraudulent or unlawful behaviour, in compliance with applicable regulations.
28. Intellectual property
All content on the Website, including by way of example:
* trademarks;
* names;
* logos;
* photographs;
* images;
* videos;
* texts;
* descriptions;
* graphics;
* designs;
* layouts;
* collections;
* promotional materials;
* distinctive product elements,
are the property of the Seller, affiliated companies or their respective owners and are protected by national, European and international intellectual and industrial property legislation.
Reproduction, copying, publication, distribution, modification, extraction, commercial exploitation or use, in whole or in part, is prohibited without prior written authorisation from the rights holder.
The purchase of a product does not grant the Customer any right to use the trademarks, photographs, designs or other content of the Website.
29. Personal data protection
The Customer's personal data are processed in compliance with Regulation (EU) 2016/679, applicable Italian law and as described in the Privacy Policy published on the Website.
The Privacy Policy and Cookie Policy are separate documents and can be consulted in their respective sections of the Website.
1. Communications
Communications relating to the order will be sent primarily to the email address provided by the Customer.
The Customer is required to verify the correctness of the email address and also to check the spam folder.
Communications sent to the contact details provided by the Customer are considered validly made, unless an error is attributable to the Seller.
For ordinary communications and assistance:
Email: feeloh.roma@gmail.com
Phone: +39 380 497 8973
Hours: Monday to Friday, from 12:00 to 18:00
For formal communications:
Certified E-mail (PEC): m.i.srl@pec.it
30. Complaints and dispute resolution
The Customer may submit a complaint by writing to feeloh.roma@gmail.com, indicating:
* first and last name;
* order number;
* detailed description of the problem;
* any useful photographs or documents;
* contact for reply.
The Seller will examine the complaint and respond within a reasonable time.
The Consumer may also contact an alternative dispute resolution body for disputes between consumers and professionals, where applicable and according to the procedures provided by law.
The previous European ODR platform for online dispute resolution has been decommissioned and is no longer operational.
The Consumer's right to appeal to the competent judicial authority remains unaffected.
31. Applicable law and competent court
These General Terms and Conditions of Sale and contracts concluded through the Website are governed by Italian law, without prejudice to the Consumer's right to benefit from any more favourable mandatory provisions provided by the law of the country where they habitually reside.
For any dispute with a Customer who is a Consumer, the competent court is that of the Consumer's place of residence or domicile, where provided for by applicable regulations.
For disputes with Professional Customers, unless otherwise mandatorily provided, the Court of Rome shall have exclusive jurisdiction.
32. Partial nullity
If any provision of these Conditions is declared null, invalid or ineffective, the remaining provisions shall continue to be fully valid and effective.
The invalid provision shall be replaced, to the extent permitted by law, by a valid provision that respects its original purpose as much as possible.
33. Non-waiver of rights
Any failure by the Seller to exercise a right provided for by these Conditions or by law does not constitute a waiver of that right and does not prevent its subsequent exercise.
34. Language of the contract
These General Terms and Conditions of Sale are drawn up in Italian.
Any translations into other languages are provided for ease of consultation. In case of interpretative conflict, the Italian version shall prevail, to the extent permitted by the mandatory applicable legislation for the Consumer.