FAQ - Customer support - customer assistance

Of course! Click on this Link to independently manage the return from your login.rupeclothing.it account.

Here instead you can find the complete information on returns rupeclothing.it/policies/refund-policy

You have 14 days to return the product purchased on our site rupeclothing.it or in one of our Rupe Stands.
You can use the returns portal, directly from your account. Simply log in, select the order to return and click on Request return to activate the procedure. The shipping costs for the return of goods are paid by the customer.

Rupe is currently unable to offer trades, but we are working on it!

For now, you can return the original item, and place a new order for the item you want.

The exchange of goods must be requested within 30 days of the purchase date. Personalized products cannot be exchanged.

Wow! Don't worry, we will find a solution for you. Send an email info @rupeclothing.it indicating your order number, purchase date and the problem you encountered, attaching a short description and photos. Our quality control will examine your request and you will be contacted by our Customer Care.

No, it is not possible, in this case the customer will refer to the reseller himself.

Of course, you can implement the procedure described in point 1.1.
Even if you didn't purchase online, you were asked for an email at the time of purchase.
All you have to do is insert it in the area dedicated to customers and activate the return procedure.

The return of the purchased product must be requested within 30 days of the date of purchase. The return of a defective product must be requested within two years. Attention: personalized products cannot be returned.

The exchange of goods must be requested within 30 days of the date of purchase. Attention: personalized products cannot be exchanged.

Of course, the prices indicated on the site are final, including 22% VAT. Shipping costs are calculated separately. If you connect from abroad you will see the taxation of your country.

24/72 hours from order. Every day the warehouse processes orders and entrusts them to our courier by early afternoon of the same day. Subsequently, they will be managed and processed the next day.

Custom product orders have a different delivery time based on production times. Delivery times can be approximately 15 working days. Can you find the times indicated on our shipping information and by clicking on the icon? when checking out your cart. Attention: times may vary during holiday periods.

Contact us by email at info@rupeclothing.it, if your order has not yet been processed by our warehouse, it is possible to add products.

Simply finalize a second order with the products you want to add by completing the payment. We will remotely unify your purchase. The second shipping costs will be refunded immediately.

Write to us immediately, if your order has not yet been sent we can cancel it entirely or partially.

We will refund your account immediately via your chosen payment method.

Our family does not deny anyone the opportunity to make a purchase and we will do everything we can to reach you! Even if you live outside the European Union you can place an order on our site. Shipments to countries outside the European Union have fixed costs that do not depend on the order amount and vary depending on the type of products ordered. The final price you will pay at the time of purchase does not take into account any customs clearance costs, customs duties or taxes and local taxes not in force in the EU. The price you will find when ordering will not include Italian taxes. Under Shipping in our FAQ you will find more information on costs and procedures. Attention: if for any reason you decide to refuse the goods and return the order, you will be responsible for customs clearance costs.

In Italy we ship with the Poste Delivery Business Express service of Poste Italiane and the shipping cost is € 5.90, there is no minimum order. Above a spend of € 149.00 shipping costs are free.

Shipping costs are indicated during the Check Out phase of the cart.

Outside Italy, the cost of shipping depends on the courier to which the shipment will be entrusted and on any costs of customs clearance, duties or customs taxes and local taxes not in force in the EU, which do not depend on us. Any payments of customs duties are the responsibility of the customer.

You will receive the Tracking Code by email as soon as we have processed your order.

Again, don't worry, the tracking code will be active once the courier has taken charge of your order. If it is not traceable in the days following the purchase, contact us at info@rupeclothing.it, we will perform further checks.

Write immediately to support@rupeclothing.it, indicating the order number and the correct address. If your order has not yet been processed, we will remotely enter the correct data. If your order has been entrusted to the courier, it will not be possible to make changes.

With Poste Delivery Business Express from Poste Italiane, two delivery attempts will be made. After the second attempt, the package will be returned to the sender.

For orders from Italy and abroad, we accept payments by credit card, Paypal and Satispay.

We currently only invoice registered Business customers, are you a shop, marketplace or distributor?!

For more information you can contact our support by writing to the email info@rupeclothing.it

Our shop is located in Via Miola 55 in Saronno (Va)

We receive by appointment. Write to the site chat to arrange the appointment.

Of course! Your account will be created automatically once you place your first order. At the top right, click on the drop-down menu. In the Profile section you can update your personal and shipping information.

Please note: if you place an order and then update your data, the change will be active for the next order. If you need to change address, follow the instructions found in point 3.5 of our FAQ. From your account you have the possibility to request a return. Enter your history by clicking on Orders at the top left, select the product to return, click on Request Return and follow the instructions indicated. If you need help, please see section 1. RETURNS of our FAQ.

The single point of access for customer support is the web chat of the site. You can access it from this link rupeclothing.it/?chat or by clicking on the "Chat" button on our site.

Rupetta Points are the points from our old loyalty program. In the past, you could earn them with your orders and convert them into discount vouchers to use on rupeclothing.it.

The Rupetta Points program is closing. From June 29th, it will no longer be possible to use accumulated points and your balance will be reset.
We are closing it because we are preparing a new rewards program for the Rupe Family: more comprehensive, more personal, and more aligned with what RUPE has become today.

You can use your Rupetta Points until June 29th.

By this date, you must log in to your points area and convert them into discount vouchers. After June 29th, the points will no longer be available.

After June 29th, all Rupetta Points still in your account will be reset and can no longer be converted into discount vouchers.

A small Rupettageddon, so to speak. No goats will be harmed, but the points will be: better save them before then.

You can check your balance by clicking here or by accessing your points area from the RUPE website.

Simply click on the dedicated link for the points program, log in with your email, and check how many points you have available.

Yes. If you have points associated with your email address, you will be prompted to create an account to redeem them.

It is important to use the same email address you used to place your orders, so the system can recognize the points linked to your profile.

Log in to your points area, choose an available reward and click redeem.

The points will be deducted from your balance, and you will receive a discount code to use on our website.

After redeeming the prize, you will receive a discount code.

Enter it in your cart or at checkout, in the designated discount code field. If the code is valid, the discount will be automatically applied to your order.

No, first you need to convert them into a discount voucher from your points area.

Once the code is generated, you can use it at the time of purchase.

Rupetta Points must be converted and used by June 29, 2026.

No. After June 29th, Rupetta Points will be reset to zero and cannot be recovered.

For this reason, we recommend that you check your balance and redeem them before the program closes.

Yes, we are working on a new program dedicated to the Rupe Family.

We want to create something better, more useful, and more consistent with our community. We will announce it soon via email and on our channels.

Write to us at info@rupeclothing.it stating the email address you used to place your orders.

We will help you check your points balance and, if possible, redeem them before the program closes.