Terms & conditions

Terms of Use and General Terms and Conditions of Sale

Published on 12 January 2024 — updated 6 September 2026

The website www.reinaolga.com ("Site") is owned by Reina Olga SA ("Reina Olga" or "Seller"), with registered office at Via Arona 30, 7500 St. Moritz, Switzerland — UID/VAT CHE-271.649.623, registered in the Commercial Register of the Canton of Graubünden.

Customer Service

Any information, support, request or complaint can be forwarded by e-mail to help@reinaolga.com.

Shipping and returns

For delivery times, customs duties, return conditions, return fees and refunds we recommend visiting our page: Shipping & Returns

Terms of Use of our Website

USE OF THE SITE

By using and/or placing orders through the Site, you agree:

to use the website exclusively for lawful activities;

not to place false or fraudulent orders; if there are plausible reasons to believe that these are orders of this nature, the Seller reserves the right to cancel the order and inform the competent authorities;

provide your email address, postal address and/or other contact details correctly and truthfully. Likewise, the user consents to the use of this information to execute the order (Privacy Policy).

If you do not provide the information in full, it will not be possible to process your order.

By placing an order through this Site, you warrant that you are at least 16 years of age and have the legal capacity to enter into binding contracts.

The Seller is not responsible for any inconvenience or damage resulting from the use of the Internet, including interruption of service, external intrusion or the presence of viruses or any other incident of force majeure.

INDUSTRIAL AND INTELLECTUAL PROPERTY

The domain name of the Site is the property of the Seller. The Site and its elements are the exclusive property of the Seller and/or the respective owners of intellectual property rights and/or copyrights on the same.

The Site as a whole, as well as its individual elements (photographs, texts, videos, logos, etc.), as well as these legal documents, constitute intellectual works protected by the Industrial Property Code and the Copyright Law. Any total or partial reproduction, downloading, modification or use of the trademark, videos, logo, and any other element present on this site, for any reason and on any medium, is strictly prohibited without the prior written consent of the Site Vendor or the respective owners.

General Terms and Conditions of Sale

PREMISE

These general terms and conditions of sale (hereinafter "General Terms and Conditions of Sale") govern the contractual relationship between the Seller and the Customer, concerning the purchase of the items marketed by the Seller through the Site and are made available to users in such a way that they are allowed to store and reproduce.

The premises and Terms of Use of our Website are an integral part of these General Terms and Conditions of Sale.

Please read them carefully and print them out and/or save them on another accessible durable medium. We also ask you to carefully consult the Privacy Policy and the Cookie Policy.

The Seller undertakes to make these documents available and up-to-date at all times. They may be modified or updated at any time by the Seller and the user undertakes to read them before placing any order.

Our Return & Refund Policy and our Shipping & Returns page form an integral part of these General Terms and Conditions of Sale. In case of conflict, the provision more favourable to the consumer prevails where mandatory law so requires.

DEFINITIONS

1.1. "Contract" means the distance sale contract, i.e. the legal transaction having as its object the tangible movable goods marketed by the Site, carried out at a distance between the Seller and an end user, within the framework of a distance sales system organized by the Seller that uses exclusively the Internet as a distance communication technology.

The distance contract is governed by Chapter I, Title III (Articles 45 et seq.) of Legislative Decree No. 206 of 6 September 2005 ("Consumer Code"), when it involves a consumer, and by Legislative Decree No. 70 of 9 April 2003, containing the rules on electronic commerce.

1.2. The term "Customer" or "Buyer" means the consumer as a natural person, who is at least 16 years old, and who executes an order for purposes unrelated to the entrepreneurial, commercial, artisanal or professional activity that may be carried out by him.

The Seller reserves the right not to process orders received from users who are not defined as "Customers".

1.3. The expression "Order" means the purchase proposal that the User sends to the Seller of the Site, completing the order procedure described.

1.4. The term "Products" refers to the tangible movable property that is purchased and sold on this Site.

1.5. The expression "Shopping Cart" refers to the final phase of the purchase procedure in which the User submits his/her purchase proposal by selecting the method of payment, shipping and other options available.

1.6. "Imperfect Products" means Products sold in the "Imperfect" collection, expressly described on the Site as having a declared factory imperfection and offered at a reduced price for that reason (see Section 5.5 and following).

1.7. "Returns Portal" means the online returns service made available by the Seller at https://returns.richcommerce.co/return/new?utm_source=merchant_panel&c=reinaolga (or any successor address indicated on the Site).

AVAILABILITY OF THE SERVICE

2.1. The Seller reserves the right, in any case, not to accept orders, from anyone coming from, that are anomalous in relation to the quantity or frequency of purchases made on the site. The Seller also reserves the right not to accept orders from a) users with whom there is an ongoing legal dispute; b) users involved in fraud related to credit card payments; c) users who have provided identification data that later turn out to be false, incomplete or inaccurate; d) users who have shown a pattern of abusive returns (for example, repeated returns of items that have been worn, washed or damaged, or repeated orders of multiple sizes followed by systematic returns). This does not limit any mandatory statutory right in relation to orders already concluded.

SCOPE

3.1. These General Terms and Conditions of Sale apply to all sales made by the Seller on the Site. The applicable General Terms and Conditions of Sale are those in force on the date on which the purchase order is sent.

3.2. These General Terms and Conditions of Sale do not regulate the sale of products or the provision of services made by third parties who use direct links to the Site through banners or other hypertext links/links. On the websites that can be consulted through these links, the Seller does not carry out any type of control/monitoring. Therefore, under no circumstances can the Seller be held liable for the goods or services promised by third parties or for the execution of transactions between customers of the Site and third parties.

3.3. These General Terms and Conditions of Sale may be modified at any time. Any changes and/or new conditions will be in force from the moment of their publication in the "General Terms and Conditions of Sale" section of the Site. For this reason, users are invited to consult, before placing any order, the most up-to-date version of the General Terms and Conditions of Sale. The General Terms and Conditions of Sale applied are those in force on the date on which the purchase order is sent. The user is required to carefully read the most up-to-date version of these General Terms and Conditions of Sale, which he is allowed to store, reproduce and print on a durable medium, as well as all other information provided, before and during the purchase process.

PROCEDURE FOR PLACING AN ORDER AND CONCLUDING A CONTRACT

4.1. The Seller informs you that the purchase process will take place as follows:

Registration: in order to conclude the purchase contract on the Site, the User may register on the Site by creating an account and entering the required information. By creating an account, you may choose to store certain information such as your email address, shipping/billing address, and order history. Account creation requires you to choose and store your username and password. You are responsible for the truthfulness and correctness of the data provided. At the time of entering the data, you guarantee that: (i) you comply with all applicable legal and contractual regulations, (ii) you are the legitimate owner of the data entered, to be considered true, correct and up-to-date. Please note, however, that registration on the Site is not mandatory and the User may proceed to send the order as indicated below;

Placing the order: in order to place your order, you must select and add the products to the Shopping Cart, fill in the order form in electronic format and send it to the Seller, electronically, following the instructions that will appear from time to time on the Site. The procedure is available in English and can always be corrected, modified and cancelled, up to the time of sending the order.

Summary of the order: before placing the order, you can identify and correct any possible errors that may occur while filling in the fields and carefully read these General Terms and Conditions of Sale, of which you can print a copy using the print option in your browser, to keep a copy for your personal use;

Conclusion of the Contract: The Contract is deemed to be concluded when the order form arrives at the Seller's server and the information relating to the order has been preliminarily verified as correct. In case of payment by Bank Transfer, the contract will be deemed concluded when the Transfer is credited to the Seller's account;

Order confirmation: After placing the order, you will receive, at the email address indicated during registration, an email confirming receipt of the order by the Seller (the "Order Confirmation"), containing: the details of the Customer and the order, the essential characteristics of the goods purchased, a summary of the general and particular conditions applicable to the contract, the price of the goods purchased, the chosen means of payment, the shipping costs, the applicable taxes and duties, the indication of the right of withdrawal and the shipping address to which the goods will be sent. The Client undertakes to verify the correctness of the data contained therein and to promptly communicate any corrections to the Seller at the email help@reinaolga.com

Order cancellation before dispatch: orders are prepared quickly, often within a few hours. If you wish to cancel or change an order (including the shipping address), email help@reinaolga.com immediately, quoting your order number. We will cancel or amend the order if it has not yet been prepared for dispatch; once preparation has started we cannot guarantee cancellation or changes, and any change of address after dispatch may not be possible or may carry a courier surcharge. If the order cannot be cancelled before dispatch, you may refuse delivery or return the Products under Section 9 (Right of Withdrawal), and the return rules and fees set out there apply. The Seller may cancel the order in the cases referred to in point 4.3. and in cases where the Customer fails to pay the amounts due for the product and shipping costs, as further specified below.

4.2. By placing an order, the Client declares that he/she has read all the information provided to him/her during the purchase procedure and declares to fully accept these General Terms and Conditions of Sale. By placing the order, the Client expressly acknowledges that this implies the obligation to pay the price and other amounts due under these General Terms and Conditions of Sale. This is without prejudice to the right of withdrawal described in Section 9.

4.3. Orders are subject to the acceptance of the Seller who reserves the right, at its own discretion, to refuse the order, even in cases where:

a) the order cannot be executed due to an error in the information provided by the Buyer at the time of placing the order (e.g. payment card; expiry date, etc.); incorrect billing address; insufficient or incorrect shipping address; misleading information;

b) there has been an error on the Site: e.g. an error in the price or description of the product;

c) There is an error in the availability of the product.

4.4. The purchase contract shall be terminated in the event of non-payment, even partial, of the price of the products, shipping costs, if any, and any other additional costs, as a result of the order ("Total Amount Due"). In the event that the Total Amount Due is not paid or the successful outcome of the payment is not confirmed, the purchase contract will be considered terminated by law. The Customer will be notified of such termination and the consequent cancellation of the order.

4.5. The Seller informs the Client that each order sent is stored in digital or paper form at its premises, according to criteria of confidentiality and security. The Client may request a copy from the Seller at any time.

PRODUCTS AND AVAILABILITY

5.1. The Products on sale through the Website are described in the relevant information sheets ("Product Sheet"), which illustrate their main technical characteristics. It is understood that the images and descriptions included in the Product Sheet may not be perfectly representative of the products which may differ in color or size. The Seller undertakes to ensure that the products are represented as closely as possible.

5.2. All orders for Products are subject to availability. The availability of the products refers to the moment in which the Customer consults the product sheets and must in any case be considered indicative since the Site can be visited simultaneously by several users, and it may happen that, at the same time, several users place an order for the same product. Therefore, it may happen that the Site's computer system marks as available a product that is not actually available, as it was sold to others before the order is confirmed. In such cases, the Seller cannot be held liable for the unavailability of one or more products.

5.3. The Seller cannot be held liable for the temporary or permanent unavailability of one or more products. In the event of unavailability of the requested products, the Customer will be promptly informed by email and will have the right to request the cancellation of the order, with a consequent refund of any amounts already paid.

5.4. Alternatively, you may decide: a) if a restocking is possible, to accept an extension of the delivery terms, offered by the Seller, with an indication of the new delivery date; b) to accept the delivery of only the available products, obtaining a refund for those that are not available; c) to accept a discount voucher to be spent on purchases on the site, within the terms, methods, and any limitations that will be communicated by the Seller.

5.5. Imperfect Products. Products in the "Imperfect" collection are pieces that did not pass the Seller's quality control because of a minor factory imperfection (for example an imprecise stitch, a small fault or variation in the fabric, or a slight mismatch in the colour profile). They are sold as such, at a reduced price, and the imperfection is expressly declared in the Product Sheet before purchase. By ordering an Imperfect Product, the Buyer acknowledges that he/she has been specifically informed of the imperfection and expressly accepts it.

5.6. Imperfect Products — conformity and returns. The declared imperfection is part of the Product and does not constitute a lack of conformity: it cannot be claimed under the legal guarantee of Section 10, nor does it entitle the Buyer to a free return as a "faulty item". Any other defect not declared remains covered by the legal guarantee. No exchanges are offered on Imperfect Products. For deliveries in the EU/EEA and the United Kingdom, the statutory right of withdrawal of Section 9 applies in full to Imperfect Products, on the same conditions and with the same return fees as any other Product. For deliveries to all other destinations (including the United States, Switzerland and the rest of the world) the sale of Imperfect Products is final: no change-of-mind return or refund is accepted, without prejudice to any mandatory right of the country of delivery that cannot be excluded (see, for Brazil, the dedicated section below).

5.7. Reference price on Imperfect Products. Where a reference price is shown next to the price of an Imperfect Product, Section 7.2 applies.

PAYMENTS

6.1. The Client undertakes to pay the price of the Products purchased within the time and manner indicated in these General Terms and Conditions of Sale. Any payment by the Client may only be made by means of one of the methods indicated in the footer of the Site and described below.

6.2. Credit Cards. We accept credit and debit cards from the following international circuits: VISA, MASTERCARD, MAESTRO, AMEX, UNION PAY. If, for any reason, it is not possible to charge the amount due, the sale process will be automatically cancelled and the sale will be terminated pursuant to Article 1456 of the Italian Civil Code. The Client will be informed by e-mail. You will be charged when your order is placed. Credit card data is encrypted and transmitted directly to the payment provider without passing through the servers used by the Seller.

6.3. Digital Wallet. Payments via Digital Wallets such as Shop Pay, Google Pay are accepted. If the user chooses digital wallets as a means of payment, he will be redirected to the relevant site where he will make the payment according to the procedure provided for and regulated therein. These services use the latest and most up-to-date SSL security and data encryption protocols. Confidential data (credit card number, expiry date and cryptogram) are never stored by the Site, nor do they ever come into the possession of the Seller.

6.4 Cryptocurrencies. The possibility of making payment via cryptocurrencies with the use of the Utrust platform is offered. By choosing this payment method, the Client may be redirected to the website of the relevant service provider, where the payment will be made according to the procedure provided for and regulated therein. The Utrust service allows you to use any cryptocurrency for payment. The value of the conversion is determined once the purchase transaction is completed to protect the consumer from the volatility of cryptocurrencies.

6.5 Installment payment system. The platform offers the option to take advantage of installment payment via the Klarna service (Klarna Bank AB). This service offers the possibility of deferring the payment in 3 monthly installments. By choosing this payment method, the Client may be redirected to the website of the relevant service provider, where the payment will be made according to the procedure provided for and regulated therein. The instalment payment service is offered by Klarna Bank AB, so the Seller is not responsible for the supplier's refusal of instalment payment, nor does it intervene in any way in the supplier's choice to recognise or not to recognise this option. For more information, please visit the Klarna website.

6.6. Bank Transfer. Payment by Bank Transfer using the Sofort platform (Klarna Bank AB) is accepted. The user will be redirected to the relevant site where he/she will immediately make the payment according to the procedure provided for and regulated therein. Sofort uses pre-filled information to contact the Client's bank and execute the transfer. For more information, please visit the Klarna website.

6.7. In the event of termination of the contract and in any case of refund, unless otherwise agreed, the Seller will reimburse the Buyer for the amount due using the same payment instrument used for the purchase. In the case of the use of Digital Wallets, once the credit order has been placed in favour of the Buyer, the Seller cannot be held responsible for any delays or omissions in the crediting of the refund, to dispute which delays the Buyer must contact the credit card company or the relevant digital wallet service used for payment directly.

6.8. To ensure the security of payments, payment services use the latest and most up-to-date SSL security and data encryption protocols. For the same purpose of payment security, in implementation of Directive (EU) 2015/2366 (Payment Services Directive 2 or 'PSD2'), for payments over a total of €30, the Payment Services may require the user to authenticate themselves using devices and procedures that ensure Strong Customer Authentication. To do so, you may be required to authenticate using mobile devices or other means required by the Payment Services. Failure to complete the procedure described above may make it impossible to complete the purchase on the Site.

PRICES AND INVOICE

7.1. The sales prices displayed on the Website are to be understood in the currency shown at checkout and include VAT (if applicable) and any other tax due in the country of delivery where the Site indicates that duties and taxes are included (currently: European Union and United States). For other destinations, import duties, taxes and customs clearance fees are not included in the price and are borne by the Buyer (see Section 8). The price applied to the contractual relationship between the Seller and the Buyer will be the one in force at the time of the order and indicated in the Order Confirmation, without considering price increases or decreases, including for promotions, which may occur subsequently.

7.2. In the event that the price of a product is discounted and the discount percentage and the full reference price are indicated on the Site, this indication will be made with reference to the lowest price applied in the last 30 days.

7.3. Following the order, a regular invoice will be issued. After the issuance of the same, it will not be possible to make any changes to the data indicated in the same, therefore the Customer is asked to pay the utmost attention when entering the billing data. At the Customer's request, the invoice will be sent to the Customer by sending a paper copy in the shipping package.

SHIPPING TIMES AND COSTS

8.1. Shipping costs are borne by the Client and are calculated at the time of conclusion of the purchase process, after choosing the shipping method and in any case before making the payment, as they differ according to weight, volume and delivery area. Shipping costs may be free of charge for orders exceeding certain thresholds established by the Seller and indicated on the Site.

8.2. The shipment of the products will take place only after receiving confirmation of the successful payment of the Total Amount Due by the Client and will be handled by an appointed carrier. In the event of non-payment of the Total Amount Due, the purchase contract will be automatically terminated, without prejudice to the right to compensation for damages.

8.3. The Client will be informed by means of a confirmation email that the order is being dispatched (the "Dispatch Confirmation"). Orders take 1–2 working days to process and are then shipped from the Seller's logistics warehouse in the Netherlands (operated by Monta, Lelystad) or, for orders delivered in the United States, from the Seller's warehouse in the United States. The Seller may change its logistics partners and warehouses at any time; the information on the Shipping & Returns page prevails.

8.4. Delivery times after Dispatch Confirmation vary depending on the destination:

- Europe: 1–3 working days;

- USA: 3–6 working days (may take a few more days depending on customs);

- Rest of the world, including the United Kingdom and Switzerland: 3–10 working days (may take a few more days depending on customs).

The above delivery terms are purely indicative and not essential. In the event that the Customer chooses fast shipping, the delivery times will be those indicated in the Shopping Cart.

The Seller will make the delivery, in any case, within thirty (30) days from the conclusion of the contract, by specialized carriers, from Monday to Friday, excluding holidays and national holidays. Orders placed over the weekend will be processed starting the following Monday morning. Shipping delays may occur during promotions and peak periods.

8.5. Impossibility of delivery. In the event that it is not possible to make the delivery due to the absence of the recipient, the order will be stored and you will be left with a notice specifying where your order is located and how to arrange a new delivery. In the event that it is not possible to deliver within the period of 30 days we will assume that you intend to terminate the contract, therefore the order will be cancelled and all amounts, including delivery costs (excluding any additional costs arising from your choice of a delivery method other than the ordinary method offered by us) will be returned to you without undue delay and, in any case, within 14 days from the date of termination of the Contract. You will be responsible for the costs of returning the order resulting from the termination of the contract.

8.6. Refused parcels, unpaid duties and incorrect addresses. If a parcel is refused on delivery, is not collected from the carrier or the pick-up point within the period allowed, cannot be delivered because the address or contact details provided by the Buyer were incomplete or incorrect, or is returned to us because the Buyer did not pay the import duties, taxes or clearance fees due in the country of delivery, the Seller will treat the order as terminated once the parcel is back at its warehouse. The Seller will refund the price of the Products and, where required by law, the standard delivery charge, after deducting — to the extent permitted by applicable law and with the basis and amount explained to the Buyer — the costs actually incurred as a consequence of the failed delivery (return transport, storage, and any duties, taxes, clearance or destruction fees charged to the Seller). Where the Buyer asks for a second delivery attempt to a new address, the additional shipping cost is charged to the Buyer.

8.7. Delivery Delays. In the event that the purchased product is not delivered or is delivered later than the delivery terms indicated, the Buyer, pursuant to Article 61 of the Consumer Code, invites the Seller to make the delivery within an additional period appropriate to the circumstances ("Additional Term pursuant to Article 61, paragraph 3, of the Consumer Code"). If the additional period thus granted expires without the products having been delivered to him, the Purchaser is entitled to terminate the contract, without prejudice to the right to compensation for damages ("Contractual termination pursuant to Article 61, paragraph 3, of the Consumer Code").

8.8. The delivery obligation is fulfilled by transferring the material availability or control of the products to the Client or to third parties designated by him. It is the Customer's responsibility to check the condition of the product that has been delivered to him. For deliveries in the EU/EEA and the United Kingdom, the risk of loss and damage to the products, for reasons not attributable to the Seller, is transferred to the Client when the latter, or a third party designated by him and other than the carrier, comes into physical possession of the product; this is a mandatory right and is not affected by the purchase, or non-purchase, of the optional Shipping Protection described on the Shipping & Returns page. For deliveries to other destinations, unless mandatory law of the country of delivery provides otherwise, the risk of loss and damage in transit passes to the Client when the Seller hands the parcel to the carrier; the optional Shipping Protection, where offered and purchased, covers loss or damage in transit for those destinations and entitles the Client to an immediate replacement at the Seller's cost.

8.9. Receipt of Goods. At the time of delivery, the Customer is advised to verify: the number of products received, that the packaging is intact and unaltered, including the closing materials, and is invited, in his interest, to report any anomalies to the Carrier, accepting the package with specific reservation, indicating the reason for the reservation (for example: FOR SUSPECTED TAMPERING: if the package is open or not perfectly closed; FOR IMPROPER HANDLING: if it is not delivered with care or diligence by the carrier; FOR VISUALLY DAMAGED PACKAGE: if the package is visibly damaged, or is visually altered). This will allow the Seller and the Client to take action against the Carrier for loss or damage to the products. Please report any damage or hidden anomaly to the Seller as soon as possible, ideally within 7 calendar days of delivery, by sending an email to help@reinaolga.com with photographs: a prompt report is essential for the claim against the carrier and does not limit the Client's statutory rights.

For more information on shipping, please see our Shipping & Returns page.

RIGHT OF WITHDRAWAL

9.1. The Purchaser who is a consumer pursuant to art. 3, paragraph I, letter a) of the Consumer Code, and any Purchaser who is a consumer under the mandatory law of an EU/EEA Member State or of the United Kingdom, has the right to withdraw from the contractual relationship with the Seller, without specifying the reason and without having to incur costs other than those described in paragraph 9.4 below. The right of withdrawal can be exercised within the withdrawal period. Consumers in Switzerland and in all other countries outside the EU/EEA and the United Kingdom are granted the contractual return right described in paragraph 9.9.

9.2. The withdrawal period ("Withdrawal Period") expires after 14 days:

(a) from the day on which the consumer or a third party, other than the carrier and designated by the consumer, acquires physical possession of the goods, or;

(b) in the case of an order with several products delivered separately, from the day on which the consumer or a third party, other than the carrier and designated by the consumer, acquires physical possession of the last product;

(c) in the case of delivery of a product consisting of multiple lots or pieces, from the day on which the consumer or a third party, other than the carrier and designated by the consumer, acquires physical possession of the last lot or piece. The Purchaser has exercised the right of withdrawal within the Withdrawal Period if the communication relating to the exercise of the aforementioned right is sent before the expiry of the Withdrawal Period.

9.3. How to exercise your right of withdrawal. In order to exercise the right of withdrawal, the Buyer must inform the Seller, before the expiry of the Withdrawal Period, of his decision to withdraw. To this end, the Purchaser may:

a) open a return through the Returns Portal, which records the date of the request, indicates the return destination, the applicable return fee and provides the return label where available. This is the fastest way and the one we recommend;

b) use the model withdrawal form made available at the following link: https://reinaolga.com/pages/withdrawal-form ("Model Withdrawal Form"), and send it by email to help@reinaolga.com;

c) or submit any other unequivocal statement of your decision to withdraw from the contract ("Declaration of Withdrawal") indicating: order number, the product(s) for which you intend to exercise the right of withdrawal, your name and address. The Declaration of Withdrawal must be sent to Customer Service at the following email address: help@reinaolga.com

The Purchaser who exercises the right of withdrawal is invited to use a durable medium that proves the sending of the notice of withdrawal, since Article 54, last paragraph, of the Consumer Code, places the burden of proof relating to the exercise of the right of withdrawal on him. If the Returns Portal is temporarily unavailable, an email sent to help@reinaolga.com before the expiry of the Withdrawal Period is sufficient.

9.4. Return of the Products, return costs and condition of the Products.

Deadline. The Buyer who has exercised the right of withdrawal must send the Product back without undue delay and in any case within fourteen (14) days from the date on which he communicated his decision to withdraw from the contract. The deadline is met if the Buyer hands the goods to the carrier before the expiry of the fourteen-day period. Please keep the proof of dispatch until the refund is complete.

Direct cost of returning the goods. The direct cost of returning the Products is borne by the Buyer. When the Buyer uses the return service offered through the Returns Portal, the following flat fee, communicated before purchase on the Product Sheet, on the Shipping & Returns page and in the Return & Refund Policy, is deducted from the amount otherwise refundable: EU/EEA (excluding the United Kingdom and Switzerland) €15; United States US$19; United Kingdom, Switzerland and rest of the world €65. The Buyer may instead return the Products with a carrier of his choice, at his own expense and risk: in that case the Buyer bears the risk of loss or damage of the parcel until it is received by the Seller and is advised to use a tracked service. No return fee is charged where the Product is faulty, damaged, not as described or incorrect (Section 10).

Condition of the Products — "as in a shop" standard. The Purchaser may inspect and try on the Products only to the extent necessary to establish their nature, characteristics and functioning, as he would be allowed to do in a shop: for swimwear, trying the garment on over his own underwear, without removing or damaging the hygiene seal, tags and labels. The Purchaser is liable for any diminished value of the Products resulting from handling beyond what is necessary for that purpose. By way of example, handling beyond what is necessary includes: wearing the garment (including for swimming, bathing or sunbathing), washing it, removing tags or the hygiene seal, and returning it with odours, stains, marks of make-up, self-tanner, sunscreen, body oils or damage. In such cases the Seller will deduct from the refund an amount proportionate to the diminished value, up to the full price paid where the Product can no longer be sold, and will inform the Buyer of the basis and amount of the deduction. A missing tag or damaged packaging does not automatically cancel the statutory right of withdrawal, but may give rise to a proportionate deduction. The right of withdrawal cannot be exercised only for certain parts of a Product sold as a single item (for example, only the top of a bikini sold as a set).

9.5. Return destination. The Products must be returned following the instructions and, where available, using the label generated by the Returns Portal, which indicates the correct return destination for the order. If the Buyer uses a carrier of his choice, the Products, duly packaged and protected, must be sent to the return address indicated by the Returns Portal or by Customer Service and, unless otherwise indicated, to:

Reina Olga SA — Returns

c/o Monta

Kaapstanderweg 36

8243 RB Lelystad

Netherlands

Products must not be sent to the Seller's registered office, which is not a warehouse. Parcels sent to an address other than the one indicated may be delayed, refused or lost, at the Buyer's risk and cost. For returns from outside the European Union, the Buyer is responsible for completing the customs documentation accurately and for declaring the parcel as "returned goods" so that no import duties are charged on it (see Section 9.6, last paragraph).

9.6. Refunds. In the event of withdrawal, the Seller will reimburse the Buyer for the Total Amount Due, including standard shipping costs, if incurred by the Buyer, except for any additional costs arising from the Buyer's choice of a type of delivery other than the least expensive type of standard delivery offered by us, and subject to the deductions permitted under paragraph 9.4. The Seller shall reimburse the Buyer without undue delay and in any case within fourteen (14) calendar days from the day on which it is informed of the Buyer's decision to withdraw from the contract. The Seller will refund the Total Amount Due using the same means of payment used by the Buyer when placing the order, unless the Buyer has expressly agreed otherwise (for example by choosing the optional store credit described in the section "Store Credit") and provided that the Buyer will not incur any costs as a result of the refund. The Seller may withhold the refund until it has received the goods or until the Buyer has proved that he has sent the goods back, whichever is earlier.

Once the returned Products arrive at the warehouse, each item is checked before the refund is released; this check normally takes up to 14 days from receipt (occasionally up to 21 days in peak periods). For EU/EEA and UK statutory withdrawals, the statutory refund deadline above prevails.

In the event that the Buyer exercises the right of withdrawal only for some of the products of an order of several products, the outbound shipping costs initially incurred are refunded only to the extent required by applicable law, i.e. where the remaining products alone would have qualified for a lower delivery charge. In any case, the refund may never exceed the amount actually paid by the Buyer.

Original import duties, taxes and customs clearance charges paid by the Buyer to a public authority, courier or other third party for the delivery of the order are not refunded by the Seller unless applicable law requires otherwise; the Buyer may be able to reclaim them from the relevant authority. Any return duties, taxes or clearance fees charged to the Seller because the return parcel was not correctly declared as returned goods may be deducted from the refund only where permitted by applicable law and with the basis and amount explained to the Buyer.

9.7. Exercise of the non-compliant right of withdrawal. In the event that the right of withdrawal is not exercised in accordance with the provisions of the law (for example, notice sent after the Withdrawal Period, or Products sent back after the 14-day return deadline, or Products returned in a condition that makes them unsaleable), it will not result in the termination of the contract and, therefore, will not give the right to any refund, or will give right to a refund reduced under paragraph 9.4. In each case the Seller will notify the Buyer, giving reasons. The Product, if it has already been received by the Seller, will remain at the disposal of the Buyer, who may collect it or ask the Seller to send it back; where permitted by law, the cost of sending it back is charged to the Buyer.

9.8. Exclusion of the right of withdrawal. The right of withdrawal is excluded in the cases provided for by art. 59 of the Consumer Code (and the equivalent provisions of Directive 2011/83/EU and of UK law), including:

a) letter e): sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. Swimwear bottoms and one-piece swimsuits are supplied with a hygiene seal: where that seal has been removed or broken after delivery and the Product is, for genuine hygiene reasons, no longer suitable for return, the right of withdrawal is lost. This exception is applied narrowly and assessed case by case; swimwear is not treated as automatically non-returnable merely because it is swimwear, and an intact hygiene seal never prevents an otherwise eligible return;

b) letter c): goods made to the Buyer's specifications or clearly personalised, where the Site offers such goods.

The right of withdrawal is not excluded for discounted, promotional or sale items, nor for Imperfect Products delivered in the EU/EEA or the United Kingdom (see Section 5.6).

9.9. Contractual return right outside the EU/EEA and the United Kingdom. Consumers in Switzerland and in all other countries where the law does not grant a right of withdrawal for distance sales are nevertheless granted, by contract, the same 14-day return right described in paragraphs 9.2 to 9.7, on the same conditions and with the same fees, with two exceptions: (i) Imperfect Products are sold on a final-sale basis and cannot be returned for change of mind (Section 5.6); (ii) the Seller may refuse to grant this contractual right to a Buyer who has shown a pattern of abusive returns (Section 2.1, letter d). This contractual right does not imply that EU law applies to those sales; any mandatory consumer right under the law of the country of delivery remains unaffected and prevails where more favourable.

LEGAL WARRANTY

10.1. The products marketed on the Site are covered by the Legal Guarantee of Conformity which operates when the lack of conformity manifests itself within 2 years from the delivery of the product ("Warranty Validity Period"). To take advantage of the warranty, the Customer must keep the invoice (or delivery note) that he will receive at the same time as the products purchased.

10.2. Warranty Exclusions. The following are excluded from the scope of the Legal Guarantee:

any defects caused by modifications made to the product, by the Customer or by a third party on his behalf, as well as any modifications or tampering with the Products;

accidental events or the Customer's responsibility, from a use of the product that does not conform to its intended use;

factors unrelated to the normal use of the product, including damage or wear caused by failure to follow the care instructions provided with the Product or on the Site (for example: machine washing, tumble drying, bleach, prolonged exposure to chlorine, sunscreen, self-tanner or oils without rinsing, abrasion against rough surfaces);

for defects of which the Client has already been made aware, and in particular the imperfection expressly declared on an Imperfect Product and accepted by the Client at the time of purchase (Sections 5.5 and 5.6), which does not constitute a lack of conformity.

10.3. Consumer Remedies. In the event of a lack of conformity, the Client has the right to obtain:

(a) the restoration of conformity, by means of repair or replacement;

(b) or a proportional reduction in the price;

c) or the termination of this contract.

10.4. Restoring Compliance. For the purpose of restoring the conformity of the goods, the Client may choose between repair and replacement, provided that the chosen remedy is not impossible or, compared to the alternative remedy, does not impose disproportionate costs on the Seller, taking into account all the circumstances and, in particular, the following:

(a) the value that the goods would have in the absence of the lack of conformity;

(b) the extent of the lack of conformity, and

10.5. Proportional Price Reduction or Termination of Contract. The consumer has the right to a proportional reduction of the price or to the termination of the sales contract:

a) if the Seller has not carried out the repair or replacement;

(b) if there is a lack of conformity, despite an attempt to restore it;

d) if the Seller has declared, or it is clear from the circumstances, that it will not proceed to restore the conformity of the goods within a reasonable period or without significant inconvenience to the consumer.

The consumer does not have the right to terminate the contract if the lack of conformity is only minor. The burden of proving that the lack of conformity is minor lies with the Seller.

In the event of a price reduction, it will be proportional to the decrease in the value of the product.

10.6. Request for Warranty Service. In the event of a lack of conformity, the Customer, within the Warranty Period, may request warranty assistance by sending an email to help@reinaolga.com, indicating the order number, a description of the problem and, where possible, photographs of the Product and of the defect. This information allows the Seller to assess the request quickly; it does not limit the Customer's statutory rights.

10.7. Shipment of Products under Warranty. Where the Seller needs to examine the Product, the return under warranty is at the Seller's cost: the Seller will provide a prepaid return label or arrange collection through its carrier and will indicate the correct destination. Please do not ship a Product under warranty before receiving the Seller's instructions, and never to the Seller's registered office.

PRIVACY AND COOKIE POLICY

11.1. For the information regarding the processing of personal data carried out by the Site, please read the Privacy Policy.

11.2. For the information relating to cookies, i.e. small text files that allow information on visitors' preferences to be stored in order to improve the functionality of the site, to simplify navigation by automating procedures and for the analysis of the use of the site, we invite you to read the Cookie Policy.

UNFORESEEABLE CIRCUMSTANCES OR FORCE MAJEURE

12.1 The Seller declines all liability for any breach of its contractual obligations in the event of unforeseeable circumstances or force majeure.

ENTIRETY

13.1 These General Terms and Conditions of Sale consist of all the clauses that compose them.

13.2 If one or more provisions of these General Terms and Conditions of Sale are deemed invalid or declared invalid by law or following a decision by a competent body, the other provisions shall continue to have full force and effect.

INDEMNITY

The user undertakes to use the Site and the Products purchased on the Site exclusively in accordance with these General Terms and Conditions of Sale, for lawful purposes and in any case without infringing the rights of the Seller and/or third parties. The user undertakes to indemnify the Seller, its employees or collaborators, from any claim for damages or claims made by third parties for acts or omissions made by the user during his/her interaction with the Site or in relation to purchases of products on the Site.

APPLICABLE LAW AND JURISDICTION, ALTERNATIVE DISPUTE RESOLUTION

15.1. All contractual relations between the parties and these General Terms and Conditions of Sale are governed by Italian law, without prejudice to the mandatory consumer protection provisions of the law of the country in which the consumer has his habitual residence, which apply where more favourable and cannot be derogated from.

15.2 Any dispute relating to the application, interpretation and execution of these General Terms and Conditions of Sale shall be subject to the jurisdiction of the court of the place where the consumer resides or has elected domicile. In the case of a professional user, for any dispute relating to the application, interpretation and execution of these General Terms and Conditions of Sale, the Court of Milan shall have jurisdiction.

15.3. The Seller does not adhere to a specific A.D.R. or 'Alternative Dispute Resolution' body referred to in Articles 141 bis et seq. of the Consumer Code. Consumers residing in the European Union may, if the conditions are met, refer a dispute to an ADR entity recognised in their country of residence and, for cross-border disputes, may seek assistance from the European Consumer Centres Network (ECC-Net). The European online dispute resolution platform (ODR) previously established by Regulation (EU) No 524/2013 has been discontinued and is no longer available.

15.4. This is without prejudice to the right of the consumer user to bring the dispute arising from these General Terms and Conditions of Sale before the competent ordinary court, whatever the outcome of the out-of-court settlement procedure described above, as well as the possibility, if the conditions are met, to promote an out-of-court resolution of disputes relating to consumer relations by resorting to the procedures referred to in Part V, Title II-bis of the Consumer Code.

15.5. The user who resides in a member state of the European Union other than Italy, may also access, for any dispute relating to the application, execution and interpretation of these General Terms and Conditions of Sale, the European procedure established for small claims, by Regulation (EC) No. 861/2007 of 11 July 2007 as amended, provided that the value of the dispute does not exceed, excluding interest, fees and expenses, Euro 5,000.00. The text of the regulation is available at https://eur-lex.europa.eu

CUSTOMER SERVICE AND COMPLAINTS

To obtain information, send communications, request assistance or submit complaints, the User may contact Customer Service at the addresses indicated in the heading.

The Seller will respond to complaints as soon as possible and in any case within 3 working days of receipt of the same.

VOUCHER RULES

Promotions and discounts may be offered in the form of Vouchers.

In the event of violation of the conditions applicable to the Vouchers, the Seller may legitimately refuse to fulfil its contractual obligations and expressly reserves the right to take action in the appropriate forums, including judicial ones, in order to protect its rights and interests.

Any additional or divergent provisions applicable to the use of the Vouchers on the relevant information page or on the Voucher itself shall prevail in all cases, notwithstanding the provisions that follow.

Application of Vouchers. Unless otherwise specified, the following rules apply to the use of Vouchers:

each Voucher is only valid if used in the manner and during the period of time specified on the website and/or the Voucher;

the Voucher can only be redeemed in full at the time of purchase – partial use is not permitted;

unless otherwise specified, Single-Use Vouchers can only be redeemed once per purchase and can therefore be redeemed only once even in the case of installment purchases;

Vouchers cannot be combined;

the Voucher must be used within the specified period of validity. Once the deadline has expired, the Voucher will be automatically cancelled. Any possibility of claiming rights, including reimbursement of the value of the Voucher, is excluded;

the Purchaser is not entitled to any credit/refund/compensation in the event that there is a difference between the value of the Voucher and the redeemed value;

the Voucher is intended for non-commercial use only. The reproduction, counterfeiting and marketing of the Voucher is strictly prohibited, as well as any illegal activity related to the purchase and/or use of the Voucher.

STORE CREDIT

Optional store credit instead of a refund. When a return is approved, the Buyer may, during the return process, expressly choose to receive store credit instead of a monetary refund. Store credit is never imposed: unless the Buyer expressly selects it, refunds are made to the original payment method (Section 9.6).

Amount. Store credit is equal to the price actually paid for each approved returned Product plus 15% of that price. The bonus is calculated on the price actually paid for the returned item (after any discount), not on the list price; it does not apply to shipping charges, return fees, duties or taxes, and the standard outbound delivery charge, where refundable, is returned to the original payment method unless the Buyer expressly agrees otherwise.

Validity and use. Store credit is issued as a code usable on the Site, is valid for 12 months from issue, is personal and non-transferable, cannot be exchanged for cash and can be used across one or more orders until the balance is exhausted. Store credit cannot be combined with other vouchers unless otherwise stated.

Return of Products bought with store credit. If a Product paid, in whole or in part, with store credit is later returned, the portion of the price paid with store credit is refunded as store credit of the same face value, without any additional bonus; only the portion paid with another payment method is refunded to that method. The 15% bonus is granted once per returned item and cannot be accumulated through successive returns.

Mandatory rights. Once issued and accepted, store credit replaces the monetary refund for the items concerned, subject to any mandatory right that cannot legally be waived.

RIGHT OF WITHDRAWAL IN BRAZIL

Subject to the applicability of one of the exceptions listed below, the consumer in Brazil will have the legal right of withdrawal in accordance with Brazilian legislation. This means that the consumer has the right to terminate online contracts (distance or off-premises contracts) for any reason and without justification, within 7 (seven) days from the date of conclusion of the contract or receipt of the product or service. The Buyer who cannot be considered a consumer cannot benefit from the rights set out in this section. The right of withdrawal can be exercised by the consumer through the contact channels indicated at the beginning of this document and in accordance with the indications in this section.

Exercise of the right of withdrawal. In order to exercise the right of withdrawal, the Buyer must send, by any means, to the Seller an unequivocal declaration of their intention to terminate the contract. In order to comply with the deadline set for the exercise of this right, the Purchaser must send the notice of withdrawal before the deadline.

With regard to the purchase of products, the withdrawal period is 7 (seven) days from the date of receipt of the product by the Buyer or a third party designated by the Buyer other than the carrier.

In the case of the purchase of multiple products ordered together but delivered separately, or in the case of the purchase of a single product consisting of several batches or pieces delivered separately, the withdrawal period is 7 (seven) days from the date of receipt of the last product, lot or piece by the User or a third party designated by the User other than the carrier.

Effects of Termination. The Buyer who successfully terminates a contract will be reimbursed by the Seller for all payments made to the Seller, including, where applicable, those covering delivery costs.

However, any additional costs resulting from the choice of a specific delivery method other than the cheapest standard delivery type offered by the Seller will not be refunded.

This refund will be made without undue delay and within a maximum of 14 (fourteen) days from the date on which the Seller was informed of the Buyer's decision to terminate the contract or from the actual return of the product, whichever is later.

Unless otherwise agreed with the Buyer, refunds will be made using the same payment method used to process the initial transaction. The Buyer will not bear any costs or taxes as a result of such refund.

Restitution. Unless the Seller has made himself available to collect the products, the Buyer must deliver them to the Seller or to a person authorised by the latter to receive them, without undue delay and within a maximum of 14 (fourteen) days from the date of communication of the decision to terminate the contract.

The deadline will be considered fulfilled if the product is delivered to the carrier or returned, as indicated above, before the expiry of the 14 (fourteen) day period established for the return. The refund may be withheld until the products are received or until Users provide proof of the return, whichever comes first.

The Buyer shall be liable for the decrease in the value of the products in the event of handling beyond what is necessary to ensure their nature, characteristics and functioning. The costs of returning the products will be borne by the Seller.

YOUR RIGHTS IN THE UNITED KINGDOM

Right of withdrawal. Subject to exceptions, the Buyer who may be considered a consumer in the UK has a legal right to withdraw from the contract under UK law (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) within 14 days, for any reason and without justification.

If you are not legally considered a consumer, you may not benefit from the rights described in this section. Buyers can learn more about the revocation conditions in this section.

Exercise of the right of withdrawal. In order to exercise the right of withdrawal, the Buyer must send the Seller an unequivocal declaration of their intention to withdraw from the contract before the expiry of the withdrawal period, using any of the means described in Section 9.3.

With regard to the purchase of goods, the withdrawal period expires 14 days after the day on which the Buyer or a third party - other than the carrier and designated by the User - takes physical possession of the goods.

With regard to the purchase of several goods ordered together but delivered separately or in the case of the purchase of a single goods consisting of lots or multiple pieces delivered separately, the withdrawal period expires 14 days after the day on which the Buyer or a third party - other than the carrier and designated by the Buyer - physically acquires possession of the last good, lot or piece.

Effects of Termination. A Buyer who withdraws from a contract will be reimbursed by the Seller for all payments made to the Seller, including those covering standard delivery costs.

However, any additional costs resulting from the choice of a particular delivery method other than the least expensive standard type of delivery offered by the Seller will not be refunded.

The refund will be made without delay and, in any case, within 14 days from the day on which the Seller is informed of the Buyer's decision to withdraw from the contract.

Unless otherwise agreed with the User, refunds will be made using the same means of payment used to process the initial transaction. In any case, the Buyer will not bear any costs or taxes as a result of such refund.

Restitution. Unless the Seller has offered to collect the goods, the Buyer must return the goods to the Seller or to a person authorised by the Seller to receive the goods, without delay and in any event within 14 days from the day on which they communicated their decision to withdraw from the contract. The direct cost of returning the goods is borne by the Buyer, as communicated before purchase (Section 9.4).

The deadline will be deemed to have been met if the goods are delivered to the carrier, or otherwise returned as set out above, before the expiry of the 14-day period for the return of the goods. The refund may be withheld until the goods are received or until the Buyer provides proof that they have returned the goods, whichever comes first.

The Buyer shall only be liable for any decrease in the value of the goods resulting from the handling of the goods other than that necessary to establish their nature, characteristics and functioning (Section 9.4).

MODEL WITHDRAWAL FORM

The model withdrawal form referred to in Section 9.3 is available at https://reinaolga.com/pages/withdrawal-form and is reproduced below. Its use is optional: a return opened through the Returns Portal or any unequivocal email to help@reinaolga.com is equally valid.

To: Reina Olga SA, Via Arona 30, 7500 St. Moritz, Switzerland — help@reinaolga.com

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: ______________________________

Name of consumer(s): ______________________________

Address of consumer(s): ______________________________

Signature of consumer(s) (only if this form is notified on paper): ______________________________

Date: ______________________________

(*) Delete as appropriate.