Terms of service
General Terms of Sale of OLYENE®
1. Who we are and scope
1.1. These general terms and conditions of online sale (the “General Terms of Sale”) apply to all purchases made on the website “www.olyene.com” (the “Website”), operated by OLYENE s.r.l. (the “Company”), with registered office at Via Venezia n. 58 int. 3, 30039 Stra (VE), Italy, VAT No./Tax Code 04950620270, REA No. VE-466585, registered with the Venezia Rovigo Companies Register and in the special section for innovative start-ups, share capital EUR [●] [fully paid-up], certified e-mail (PEC) [email protected].
1.2. The Website is reserved for consumers, meaning natural persons purchasing for purposes outside their trade, business, craft or profession (the “User”), and delivers products only within the Member States of the European Union.
1.3. The General Terms of Sale are available in Italian and English, and the contract may be concluded in either language.
1.4. To purchase on the Website, the User must accept the General Terms of Sale, which the User undertakes to comply with.
2. Changes to the General Terms of Sale
2.1. The Company may amend the General Terms of Sale at any time, including to bring them into line with legal requirements or to adapt them to developments in the Website and in the methods of sale, by publishing the updated version on the Website. Each order is governed by the General Terms of Sale in force at the time it is submitted.
3. Account and guest checkout
3.1. The User may purchase by creating an account, by logging in with the credentials of an existing account or as a guest, without registering, by entering the information requested at checkout. A User who purchases as a guest still receives the order confirmation and the tracking number; if the User later creates an account with the same e-mail address, the User will be able to view the orders already placed.
3.2. To register, the User must provide their first name, surname, e-mail address and a password, read the privacy notice and accept the Website Terms of Use. Consent to subscribe to the newsletter is optional and is not required to create an account or to make a purchase.
3.3. Following registration, the User receives a message at the e-mail address provided confirming that the account has been created.
3.4. The User is responsible for keeping their login credentials confidential and warrants that they are of legal age and that the information provided to the Company is true, accurate and up to date.
3.5. The User undertakes to use the Website in compliance with the law, these General Terms of Sale and the Terms of Use published on the Website, refraining from any use that is unlawful or infringes the rights of third parties. The Company may verify the accuracy of the information provided, including by asking the User for appropriate documentation, and, in the event of a breach of this article, suspend or deactivate the account, without prejudice to any contracts of sale already concluded and to the rights granted to the User by law.
3.6. The User may delete their account at any time from the “Profile” section. Deletion does not affect orders already submitted, which remain governed by the General Terms of Sale, but results in the loss of the information associated with the account, such as the order history.
4. Orders and conclusion of the contract
4.1. To place an order, the User adds the products to the basket, checks the order summary (products, prices, shipping costs and delivery details), corrects any errors, accepts the General Terms of Sale by ticking the relevant box and submits the order by clicking the “order with obligation to pay” button or another button with equivalent wording. There is no limit on the number of products per order.
4.2. After the order has been submitted, the Company sends the User a confirmation e-mail containing the order number and summary and, as an attachment, these General Terms of Sale (the “Order Acknowledgement”) . The contract of sale (the “Contract”) is concluded when the User receives the Order Acknowledgement, without prejudice to article 5.1 for products that turn out to be unavailable. The User is advised to keep the order number, which should be quoted in all communications with the Company relating to the order.
4.3. Any errors in the order details identified after the order has been submitted, except for the e-mail address, may be corrected by contacting the Company’s customer service (“Customer Service”) using the contact details set out in article 11. In the same way, the User may request that the order be amended or cancelled: the request will be accepted if it is received before the order has started to be prepared for shipment; if it is received later, the Company will do its best to accommodate it but cannot guarantee it, without prejudice to the right of withdrawal under article 9. After shipment, a change of delivery address may be requested directly from FedEx, where permitted by the status of the shipment and the country of destination.
4.4. Invoices are not issued automatically but may be requested from Customer Service by providing the necessary tax details.
5. Products
5.1. The catalogue is updated periodically by the Company, which does not guarantee that each product will remain in the catalogue or that all sizes and colours will be available. Products are available while stocks last. Adding a product to the basket does not reserve it; availability is confirmed only when the order is completed. If, after the order has been submitted, a product turns out to be unavailable, the Company will inform the User and refund the amount paid for that product (and, if none of the products ordered is available, also the shipping costs) without undue delay and, where possible, within 48 hours of that notification, using the same means of payment used for the purchase. If the product is only temporarily unavailable, the Company may offer the User a new delivery date: the User may accept it or cancel the order and obtain a refund as described above.
5.2. Product photographs show the products actually on sale, but colours and details may appear slightly different depending on the device used; such differences in rendering do not concern the model, materials, measurements and other characteristics set out in the description page of each product (the “Product Page”). Some content on the Website, other than product photographs, may be created with the help of artificial intelligence; such content is labelled as provided in the Notice on the Use of Artificial Intelligence published on the Website and is for illustrative purposes only: the characteristics of the products are those set out in the Product Page.
5.3. The products are made from natural materials, such as leather, which may show variations in colour, grain and surface, including between products of the same model, and may develop a natural patina with use; soft leather may also mark easily. To avoid the use of petrochemical products, the Company applies trade marks and symbols to the products by hot stamping, which may result, where such trade marks and symbols are applied, in variations from one product to another and in an uneven or worn (distressed) effect. These characteristics, described more fully in the Product Page and on the “Product Care” page of the Website, are inherent in the materials and processing techniques used and do not in themselves constitute a defect, being an intrinsic and distinctive feature of the Company’s products.
6. Prices, payment and shipping costs
6.1. Prices are shown in euro, inclusive of VAT, and may change at any time; the order is charged at the price shown on the Website at the time it is submitted.
6.2. The User may pay by credit or debit card on the Visa, Mastercard, Maestro, American Express and UnionPay networks, or with Apple Pay, Google Pay and PayPal. Cash on delivery is not available.
6.3. Shipping is free for orders with a value of EUR 500.00 or more, including VAT. For orders with a value below EUR 500.00 including VAT, shipping costs, which are shown in the order summary before the order is submitted, are, per order, EUR 10.00 for deliveries in Italy and EUR 15.00 for deliveries to other Member States of the European Union.
6.4. In the event of a manifest error in the price shown on the Website, the Company will inform the User, who may confirm the order at the correct price or cancel it. If the order is cancelled, or if the User does not reply within a reasonable time, the Company will refund the amount paid without delay. Alternatively, the Company may decline to fulfil an order submitted at a manifestly incorrect price, informing the User and refunding the amount paid without delay. If, while making a purchase, the User notices a price that is manifestly lower than the price normally charged (except for current promotions), the User is asked not to complete the order and to report it to Customer Service.
7. Shipping and delivery
7.1. Products are shipped by FedEx courier (standard service) to the address provided by the User, which must be in a Member State of the European Union. Orders submitted by 12:00 noon (Italian time) on a working day are, where possible, prepared for shipment on the same day; other orders are prepared from the working day following the day of submission. Indicative delivery times from handover to the courier are 1-2 working days in Italy and 2-5 working days in other European Union countries.
7.2. When the order is shipped, the User receives an e-mail with the FedEx tracking number, which can also be used without an account. The Company may split the order into several shipments at no additional cost to the User.
7.3. In any event, save for events beyond the Company’s reasonable control (for example, acts of war or terrorism, strikes, epidemics, earthquakes or other natural disasters, interruptions in transport or energy services, measures taken by public authorities) (“Force Majeure”), delivery takes place within 30 days of the conclusion of the Contract. If delivery does not take place within that period, the User may ask the Company to deliver within an appropriate additional period and, if that period is not met either, terminate the Contract and obtain a refund of the amount paid.
7.4. In the event of Force Majeure, the Company will inform the User without delay and will do everything reasonably possible to carry out the delivery nonetheless. If the Force Majeure lasts for more than 30 days, either the User or the Company may withdraw from the Contract; in that case, the Company will refund the amount paid by the User without undue delay.
7.5. If delivery fails because the User is absent and/or cannot be found, after the delivery attempts made by FedEx and the holding period at FedEx under the applicable terms of carriage (usually 5 to 14 days), the parcel is returned to the Company, which, after checking that the products are intact, refunds the User the price of the products, but not the original shipping costs. To receive the products again, the User must place a new order, bearing the related shipping costs, where applicable.
7.6. Delivery is deemed to have taken place, and the risk of loss of or damage to the products for reasons not attributable to the Company passes to the User, when the User, or a third party designated by the User other than the carrier, takes physical possession of the products (article 63 of the Italian Consumer Code, Legislative Decree No. 206 of 6 September 2005 (the “Consumer Code”)).
7.7. On delivery, the User must check that the parcel is intact, shows no signs of tampering and contains all the products ordered. If not, the User is invited to refuse the parcel or accept it with a written reservation on the delivery note and promptly inform Customer Service. This is without prejudice to the User’s rights under the Legal Guarantee as defined below.
8. Legal guarantee of conformity
8.1. All products sold through the Website are covered by the legal guarantee of conformity provided for in articles 128 et seq. of the Consumer Code (the “Legal Guarantee”).
8.2. The Company must deliver to the User products that conform to the Contract in accordance with the subjective and objective requirements set out in article 129, paragraphs 2 and 3, of the Consumer Code, where relevant and applicable, and that conform to the descriptions published on the Website.
8.3. The Company is liable for any lack of conformity that exists at the time of delivery and becomes apparent within 2 years of delivery. In any event, an action in respect of defects not fraudulently concealed by the Company is time-barred 26 months after delivery (article 133 of the Consumer Code).
8.4. The User acknowledges and accepts that the product characteristics referred to in article 5.3 above, and described more fully in the Product Page and on the “Product Care” page of the Website, are inherent in the materials and techniques used to make the Company’s products and do not in themselves constitute a defect, being an intrinsic and distinctive feature of those products. Accordingly, the User acknowledges and accepts that, as they are characteristic effects of the Company’s products, the following do not constitute a lack of conformity: (i) variations in colour, grain and surface; (ii) the natural patina that the products develop with use; (iii) variations, unevenness and the worn (distressed) effect resulting from the hot stamping of trade marks and symbols. The Legal Guarantee remains in force for any other lack of conformity.
8.5. To claim under the Legal Guarantee, the User contacts Customer Service by e-mail, quoting the order number and describing the defect. Where possible, the User attaches to the e-mail photographs of the product, also showing the sole and the upper, so that Customer Service can assess the defect and handle the claim. Customer Service will provide instructions for returning the product, if required. If the Company confirms the defect based on the photographs, the costs of returning the product and of re-shipping it are borne by the Company. If the User does not provide photographs or if, based on the photographs provided by the User, Customer Service does not consider that there is a defect, the User may send the product to the Company for direct inspection: the shipping costs are paid in advance by the User and are reimbursed if the defect is confirmed following the direct inspection; in that case, the re-shipping costs are also borne by the Company. If the inspection does not establish a lack of conformity, the shipping costs remain payable by the User, without prejudice to the User’s rights under the law.
8.6. In the event of a lack of conformity, the User is entitled to have the product repaired or replaced, unless the chosen remedy is impossible or disproportionately costly compared with the other, and, in the cases provided for by law, to a price reduction or to terminate the Contract (which is not available for minor defects). The Company may refuse to bring the product into conformity if both repair and replacement are impossible or would involve disproportionate costs. The User is entitled to a price reduction or to terminate the Contract, in particular, if the Company has not carried out the repair or replacement, or has stated that it will not do so within a reasonable time, if the defect persists or reappears despite the Company’s attempt to bring the product into conformity, or if the defect is so serious as to justify an immediate price reduction or termination of the Contract.
8.7. The Legal Guarantee does not cover damage caused by improper use of the product or by failure to follow the instructions on the “Product Care” page of the Website (for example, machine washing, harsh detergents, direct heat sources), nor normal wear and tear.
8.8. At the User’s request, the Company assesses on a case-by-case basis whether it can carry out repairs not covered by the Legal Guarantee; if so, it informs the User of the cost in advance and carries out the repair only after the User has accepted it.
8.9. The European Union harmonised notice on the legal guarantee of conformity is published on the “Warranty, Repairs and Assistance” page of the Website (LINK).
9. Right of withdrawal, returns and size exchanges
9.1. The User may withdraw from the Contract, without giving any reason, within 14 days of the day on which they receive the products (or the last product, in the case of separate deliveries), pursuant to articles 52 et seq. of the Consumer Code. The right of withdrawal may also be exercised before delivery, once the Contract has been concluded.
9.2. To withdraw, the User informs the Company of their decision within that period in one of the following ways: (i) by using the “Withdraw from contract here” function, available on the Website on the “Returns, Exchanges and Refunds” page and in the personal area and which may also be used for guest purchases, confirming the statement with the “Confirm withdrawal” command; (ii) by using the model withdrawal form set out at the end of these General Terms of Sale (Annex A), which is also available on the Website; (iii) by any other unequivocal statement sent to Customer Service. The Company sends the User, without undue delay and by e-mail, an acknowledgement of receipt of the withdrawal statement, stating its content and the date and time of its submission.
9.3. To help process the return, the Company asks the User to send photographs of the product (including the sole and the upper); the photographs are requested purely by way of cooperation and sending them is not a condition for exercising the right of withdrawal.
9.4. The User must send the product back within 14 days of notifying the withdrawal, following the instructions received from Customer Service. The costs of returning the product are borne by the User.
9.5. The Company refunds the price of the product and the original (standard) shipping costs within 14 days of receiving the notice of withdrawal, using the same means of payment used for the purchase, unless the User has expressly agreed to a different means; in any event, the refund does not entail any cost for the User. The Company may withhold the refund until it has received the product or until the User has supplied proof of having sent it back, whichever is earlier.
9.6. As an alternative to withdrawal, within the same 14-day period the User may request a size exchange for the product. For the first size exchange of each product, the costs of returning the product and of shipping the new size are borne by the Company; for any further size exchanges of the same product, those costs are borne by the User, as stated on the “Returns, Exchanges and Refunds” page of the Website. If the requested size is not available, the exchange request is treated as a withdrawal and articles 9.4 and 9.5 apply; if it is the first size exchange, the Company also bears the return costs.
9.7. Given the characteristics of the products, the User may try them on only in the manner normally permitted in a footwear shop, preferably indoors at home and on clean, protected surfaces. The User returns the products with the utmost care and with the product labels still attached, if possible in the original packaging, without writing on it or placing labels directly on it, and placing it in outer packaging suitable for protecting it during transport.
9.8. If, when the Company receives the return, the product shows signs of use or damage incompatible with a normal try-on (for example, marked or worn soles, creases or scratches, stains, etc.), the Company may reduce the refund in proportion to the diminished value, pursuant to article 57, paragraph 2, of the Consumer Code, informing the User with photographic evidence. If the User does not agree with the Company’s assessment, the User may ask, as an alternative to the reduced refund, for the product to be sent back to them at their own expense [Note: clarify with Olyene whether, in that case, the withdrawal is deemed revoked and no refund is due].
9.9. If, as a result of handling beyond a normal try-on, the returned product shows damage such as to make it unsaleable and reduce its residual value to zero, the reduction referred to in article 9.8 may be equal to the entire refund due for the return. In addition, no refund is given for returns of products different from those purchased (for example, non-original products, products of other brands or of a different model, colour or size). In such cases, the Company will notify the User without delay, giving reasons and providing photographic evidence. Within 60 days of the Company’s notification, the User may ask for the products not refunded to be sent back to them at their own expense; after that period, the Company sends the User a reminder by e-mail and, if it remains unanswered for 15 days, may dispose of the products.
10. Personal data protection
10.1. The User’s personal data are processed in accordance with the Privacy Policy and the Cookie Policy published on the Website.
11. Contact
11.1. The User may contact Customer Service for assistance, information or complaints using the following contact details:
▪ Customer Service e-mail: [●]
▪ telephone: [●]
▪ address: Via Venezia n. 58 int. 3, 30039 Stra (VE), Italy;
▪ PEC (certified e-mail): [email protected].
The Company will reply without undue delay and in any event within [●] working days.
12. Governing law and disputes
12.1. The General Terms of Sale are governed by Italian law, without prejudice to the mandatory consumer protection rules of the European Union country in which the User is habitually resident. Disputes with Users resident in Italy fall within the jurisdiction of the court of the place of residence or domicile of the User; for Users resident in other Member States, Regulation (EU) No 1215/2012 applies.
12.2. The User may also contact Customer Service to seek an amicable settlement or use an alternative dispute resolution (ADR) procedure before one of the bodies provided for in articles 141 et seq. of the Consumer Code. The Company does not adhere to any specific alternative dispute resolution (ADR) body.
13. Miscellaneous
13.1. If any clause of the General Terms of Sale is invalid, the remaining clauses remain in force. Failure by the Company to exercise a right does not constitute a waiver of that right.
13.2. The General Terms of Sale, together with the information contained in the Order Acknowledgement, constitute the entire agreement between the Company and the User relating to the sale of the products, without prejudice to the rights granted to the User by mandatory provisions of law.
Last updated: [04/11/2026]
Annex A – Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
To: OLYENE s.r.l., Via Venezia n. 58 int. 3, 30039 Stra (VE), Italy – PEC: [email protected]
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
____________________________________________________________________
Ordered on (*) / received on (*): __________________________________
Order number (optional): __________________________________
Name of consumer(s): __________________________________
Address of consumer(s): __________________________________
Signature of consumer(s) (only if this form is notified on paper): __________________________________
Date: __________________________________
(*) Delete as appropriate.