FAQ

You can make an online purchase on SOLD OUT DISTRICT as a registered user or as a guest. In the latter case, we will ask you for the essential data to be able to process the order.

It is possible to cancel an order as long as the status in which it is located allows it.

If it is possible, you can cancel a purchase in the "My orders" section by accessing the details, unless it is already being prepared.

Cancellation of your order will be effective within 24 hours.
You will receive a confirmation email.

If you have already completed the purchase, it is not possible to delete or modify the items. If you wish, once you have received your order, you can make an exchange or return by contacting us at info@soldoutdistrict.com

We remind you that it is not possible to partially cancel an order.

You can track your order from your account, through the
“Orders” section. If you are not registered, you can do so via the link below
in all emails relating to your order.

These are the stages yours will go through
order:

• Backlog: the order is being prepared at the warehouse.
• Fulfilled: the order has left our factories.
• Delivered to customer: The order has been delivered.

We remind you that you will receive updates on the status of your order via email.

You can buy items from different campaigns so you will save on shipping costs.

When ordering you will be shown the expected date
of delivery. After that, you can track your purchase from your account - Log in to your account here.

Remember that you can also do this via the link in all emails relating to your order.

If you don't see your purchase listed
"orders" you can contact us by writing to info@soldoutdistrict.com

To facilitate and speed up the search you could indicate all the available information: the sales campaign, the date, name and surname, e-mail of your order, the purchase amount, the payment method and the transaction number (if you had it preserved)

If you have not received your purchase confirmation email, the reasons may be as follows:

• The email has arrived in your spam folder.
• Your email address is incorrect. If so, please contact us to resolve the issue - info@soldoutdistrict.com
• There was a problem and the payment was not made
  completed correctly. In this case we will send you an email with the link so you can do it again, also check your junk mail

To change your data you must log in to your account (click here) , select the data you would like to change and confirm the email you will receive below.

In case of greater problems contact us info@soldoutdistrict.com

If you have forgotten your password, you can click "I have
forgot your password?" ( link ) on the login screen. You will need to enter your email address and click send to receive an email with a link (note: it may take some time before you receive it and remember to also check junk mail/spam).
by clicking on it you can enter a new password and use it to access your SOLD OUT DISTRICT account

If you have not forgotten your password, but simply wish to change it, you can do so in the "Personal data" section ( link ) by clicking on "Change".

If you did not receive the email to reset your password, make sure the email address you provided is correct. We also recommend that you check your junk/spam mail. If despite this you have not received it, contact us at info@soldoutdistrict.com and we will help you resolve

You can deactivate it by entering the "Account" section e
by tapping Remove Account. You can always contact and ask for assistance from our customer service.

If you deactivate your account we will delete your data
registration and you will no longer receive emails with information about our campaigns, therefore you will not be able to consult information on your previous orders.

You can unsubscribe from the newsletter by clicking on the link you find in the email

According to our Privacy Policy your credentials are secure on SOLDOUTDISTRIC.COM and will never be used for any other purpose.

The email may have ended up in your junk mailbox; please check that it is not inside that box.

Check that the email address entered is correct and that
is written correctly. Sometimes your browser automatically inserts an email domain, causing your email address to be listed incorrectly.

Has the order just been placed? It may take some time for it to be processed by our system.

It could be that the payment was not successful
in this case you will receive an email informing the success of the payment.

The shipping cost may vary depending on the destination, the shipping method chosen, the weight and volume of the order. You will be able to check the final price of shipping costs before starting the payment.

Shipping costs to our stores are free

We make deliveries all over the world.

By selecting shipping to one of your addresses you will receive the order at your home, office or wherever you indicated, via one of our couriers.

When your order is shipped, we will notify you by email and provide you with the name of the courier and the associated tracking number so you can track it on the courier's website.

You can also track your package by accessing the details of your purchase from the "My orders" section ( link ) in any case we will always notify you by email when the order is shipped from the warehouse.

You can choose to collect from our stores in Milan, Monza and Como without shipping costs.

You will receive an email when your purchase arrives at the collection point. If you cannot go and collect the package yourself, you can send another person who will however have to present a copy of the order confirmation.

If the purchase has already been completed in the preparation or shipped phase, it is not possible to change the selected shipping method because the logistical preparation process begins.

To change the delivery or billing address for future orders go to "My Orders" and select the order you wish to change. In the 'Delivery address' section click on 'Edit' and complete the data. We will take this new address into account when preparing your next order. Another option is to wait until your order is in the hands of the courier and contact them directly to request a change of delivery address. Please note that in this case the delivery may take longer than the estimated time.

Only changes within the same postal code are authorized.

Contact us for more information at info@soldoutdistrict.com

If you are not at home at the time of delivery, the courier will leave a delivery attempt notification and will make a second delivery attempt the following day.

If you were unable to receive the package on the second attempt, consider that the package remains in the courier's warehouse for 2 to 7 days during delivery (varies according to the courier) before being returned to our warehouse, we advise you to promptly contact the courier and try to arrange delivery before it is returned to our warehouses.

If there is an error in the delivery address or if you have a problem with shipping, please contact us at info@soldoutdistrict.com

If upon delivery you notice that the package is damaged, report it to the courier and sign the receipt with reserve. If you notice any irregularity when you open the package (item missing or damaged), send an email to our customer service, write the name and tracking number as the subject (info@soldoutdistrict.com).

If it was not possible to report it to the courier, then before opening the package take photos where you can see the damage, send an email to the courier and our customer service writing the tracking number as the subject (info@soldoutdistrict.com)

In the event that it is not possible to deliver your order on the estimated day, we will send you an email in which you will find the reasons for the delay and the new estimated delivery date.

If you have not received your order but it is delivered, we recommend that you contact us at info@soldoutdistrict.com so that we can verify the case with the courier.

If you have any doubts, Customer Service is always at your disposal!

The terms for receiving a refund for a return are fourteen (14) days from the date on which the package is left in the hands of the courier (both for home collection and for returns to collection points).

Remember that in a voluntary return, the price of the transport service is deducted from the final amount of your refund. If, however, the item is incorrect or defective, the return will have no cost for you and any shipping costs will be refunded.

Furthermore, when we receive your return we verify the returned products and the reason for the return correspond.

You will receive a first email to confirm that the return has been accepted, followed by a second email informing you that the refund request has been forwarded to your bank or to the payment method used and we will also confirm the amount.

The terms for receiving the refund depend on the banking institution and the payment method you used for your purchase.

Please note that if you open a payment dispute while you are awaiting a refund for a return, this practice could seriously delay the refund.

We therefore recommend that you always contact our Customer Service to try to resolve any problems.

If for any reason you are not satisfied with your purchase, you have fourteen (14) days to return it and obtain a refund. The following products are excluded from the right of return: All items in the Underwear/Lingerie/Swimwear/Perfumes/Cosmetics section

If you want to return an item, contact Customer Service.

Inside the refund request insert:

• order number
• item to be returned
• reason returned
• product image attachments

If you want to return an item, contact Customer Service.

Inside the refund request insert:

• order number
• item to be returned
• reason returned
• product image attachments

Remember that Sold Out District will not be responsible for the costs of returning products and will not accept shipments with cash on delivery.

Complete the request and you will receive a return confirmation email with the details of your refund.

In the event that Customer Service confirms that your product is defective, you will receive an email with the waybill to print and attach to the return package.

When preparing the package for return, we recommend using the same packaging where you received your order, remove all previous labels. If this is not possible, we recommend using a similar one. Remember to always take a photo of the package and the courier label that you attach to your return or write down the tracking code and keep it until the refund has been received.

In the event that the return choice is not associated with product defects, we recommend that you choose a courier with a certified mail service and keep and send us the package tracking code.

*valid exclusively for those who have received confirmation of a non-compliant product from our Customer Service*

For returns with home collection, the courier usually makes 2 collection attempts. (Evaluate whether the service will be offered to everyone or not) If the courier fails to collect your return on the first attempt, he will make another during the next working day. In the event that both collection attempts are unsuccessful, your return request will be automatically cancelled.

Please contact us in these cases:

• If you have requested a return, but you need to change some data that is not correct or you want to change the collection date (link)
• If the courier has already made 2 attempts and you have not been able to deliver your return (link)
• If you have changed your mind and prefer not to return your purchase. (link)

You can access the return form at any time by contacting Customer Service (link)

Contact customer service to make a return at one of our stores

info@soldoutdistrict.com

It is possible if you respect the return conditions, within 14 days of each order, online purchases only, it is absolutely necessary to make a return request for each item corresponding to each order

Contact customer service to proceed (link)

Have you just canceled an order? The cancellation will be effective within 24 hours and we will send you a confirmation email. In this case the refund is total, you will receive the full amount corresponding to your canceled purchase only if this has not yet been processed.

The terms for receiving the refund depend on the banking institution and the payment method you used for your purchase.

The guarantee of the products purchased on SOLD OUT DISTRICT is that established by the legislation in force. In the event that you receive a defective item you can request a return and full refund through our Customer Service .

We are truly sorry for the inconvenience we have caused you. If the defect occurs some time after delivery then you will have to contact Customer Service for assistance. If you want to request the manufacturer's technical assistance service, we recommend that you keep the ticket or sales invoice and the commercial warranty certificate. The invoice can be downloaded from the order details in the "My orders" section or contact Customer Service

For more information, see our Conditions of Use and Sale .

We work to ensure that these things don't happen, but sometimes we make mistakes. We apologize for the inconvenience. Here's what to do in each case.

Wrong or incomplete item

• If you receive a product that you did not request or an incomplete item (for example an accessory is missing) you can return it for free by contacting Customer Service and reporting the problem.

Missing item

• If what happened is that an item is missing from your purchase, and it appears that we have sent it, contact Customer Service and specify the order number and which product you are missing. We will reply to you as soon as possible. (link)

Broken or damaged item

• In this case, at the time of delivery, it is necessary to sign with reserve . Once you open the package, contact us, info@soldoutdistrict.com , indicating which item arrived broken or damaged. We will do our best to provide you with a satisfactory solution.

After the item has been received and processed (from 3 to 5 days), the price paid for the purchased item will be refunded. For purchases by credit card, the refunded amount will be available to the customer in approximately 10 days. (ten) days, and will in any case be visible on the subsequent credit card statement. The timing may vary based on the banking circuit of the credit card used.

The refund will be issued in the same currency as the original purchase. Any differences in amounts due to exchange rate fluctuations cannot be refunded

Various payment methods are available on Sold Out District. When processing your purchase, you will be shown the options available for your order.

The security of the information customers enter on Sold Out District is one of our priorities, which is why we invest a large amount of resources and use the latest technologies available so that your payment data is processed in secure environments.

Our e-commerce platform has certifications of good practice in information security management, as well as compliance with the Data Protection Standards for the Payment Card Industry which verify that the most demanding indications and standards of the sector to offer you a shopping experience in a private, complete and safe environment.

Invoice for a purchase in a store: if you have made a purchase in one of our Sold Out District stores and need an invoice, you can only request it during the purchase phase before completing the payment.

Invoice for an online purchase: You can request the sales invoice only before confirming payment for your purchase. You must indicate a valid tax code (or VAT number).

In the days following confirmation of your purchase, you will find the sales invoice available in the details of your order. Remember that the billing address corresponds to the address reported in "My account"

The identification number in the Integrated Industrial Register of electrical and electronic devices marketed by Sold Out District will be included in the order invoice.

If you used a credit card or Pay Pal for payment, a pre-authorization of the total amount will be made as soon as the order is confirmed. The actual charge will be processed when your order is ready to ship from our warehouses.

If your payment fails, it could be a technical issue or a rejection from your bank.

The reasons for this refusal can be different:

• Absence or incorrect entry of the CVV code on the payment page may cause a refusal of payment. The CVV is a 3-digit number, unique for each credit card, which is used as a security procedure for online purchases. If you have registered your credit card, you will always be asked to enter the CVV code. So make sure you enter the CVV code correctly as indicated.
• Failure or incorrect cardholder authentication: Under the Second Payment Services Directive (known as PSD2), your bank may ask for strengthened authentication when you pay with your card. This step is essential because it avoids any risk of fraud. If your bank requires this step, there are several possible procedures: via the bank app, via SMS or email. If you don't know how to proceed, contact your bank or the institution that issued your card. Once the authentication procedure has started, you will have a few minutes to complete it.
• You have reached your card limit or due to lack of funds: often, especially at the end of the month, you reach the monthly card limit authorized by the bank. In this case, you will need to contact your bank and/or use another payment method.
• Expired or invalid card: If your card has expired or is about to expire, and if it has been renewed, make sure to use the new card as soon as it has been activated according to the conditions established by your bank.

All products sold on SOLDOUTDISTRICT are guaranteed to be original and new.

If your size is not currently available, we recommend that you check our website regularly as we are constantly updating our stock.

Thanks to our relationships with suppliers, we are able to offer high quality products at discounted prices.