Shipping and returns
How much does shipping cost?
Shipping costs €6.90 in Italy and €10 in all other countries, and is free for all orders over €49.
How soon will I receive my order?
All orders received by 10pm are generally processed the next day, please note that during peak season and sales, times may be longer.
- For shipments to Italy it takes 1-3 working days after the order has been shipped (for some regions and areas may take up to 2 working days more).
- For shipments to all other countries it takes 2-5 business days after the order has been shipped.
Delivery will be made Monday through Friday, holidays and pre-holidays are excluded.
Which countries are covered by the shipping service? Which forwarder is used?
The following table shows the countries covered by the shipping service and the forwarding agents used:
|United Kingdom (temporarily suspended)||UPS|
I live in a country not covered by the shipping service, what can I do?
We are sorry, but this service is not currently available in your country.
How can I track my shipment?
To track your shipment you need to login to your account, select your order from “Orders” and click the link at the bottom of the order details.
Note: At the moment you can only track shipments made in Italy.
What happens if I am not at home at the time of delivery?
If on the day of delivery of your order you are not at home, do not worry. A new delivery attempt will be made the following day, if you still can not pick up the package, your order will be deposited in a collection branch near you. There you will be able to pick it up within 7 working days at a time convenient for you. Do not forget to bring with you an identity document and the tracking number.
For any other need you can contact our customer service.
How much time do I have to make the return?
If more than 14 days have passed, the system will not allow you to make a return. If there are defects or other problems with your products and you are no longer able to return them, you can contact our customer service.
In no case will be accepted returns sent without having received authorization. Therefore, any shipping costs incurred for sending the products will NOT be refunded under any circumstances.
How can I request a return?
If you have decided to return one or more products of your order and you are a registered user, you can follow the guided return procedure that you can find in the “returns” section of your personal area, after logging in.
If you are a guest user (you are not registered to the site) select the item “make a return” that you find at the bottom of the site, then “guest user”. You will be able to access your personal area indicating the order number and email address used for the purchase.
NOTE: If you made the purchase with the payment methods Bank Transfer or Cash on Delivery you must indicate the IBAN and the account holder on which to make the refund.
Within 4 working days from the date of insertion of the request you will receive an email authorizing the return with instructions for sending the products and the link to download the authorization form, after accessing your personal area.
What do I do after my return has been approved?
After your return has been approved you will receive an email with the link to access your personal area where you can download the return authorization form in pdf format already completed.
No later than 10 days you have to:
- Print the form;
- Place the first page on the inside of the package;
- Place the second page on the outside of the package;
- Contact Customer Service at 0239245301 to arrange for courier pick-up. Our courier will come by at the time and place you indicated to pick up the package and bring it to our warehouse;
- Deliver the package to the courier.
Remember: Keep your Return ID handy, you will need to communicate it to Customer Service.
When and where will I receive my refund?
Within 10 days from when the products have been delivered and checked by our warehouse, you will be refunded on the same method of payment you used for the initial transaction (except for cash on delivery that will be refunded by bank transfer).
Note: For Bank Transfer and Credit Card refunds, it may take a few days for the transaction to appear on your account.
Is the return free?
We offer free returns* on all orders within 14 days. Please note that to make the return and receive a refund you must follow the return procedure indicated, in no case will be refunded other costs incurred by the customer.
*Will be refunded all costs incurred for the purchase of products (selling price and shipping costs, if incurred), except for the costs of cash on delivery in case of return of products for reasons other than defects or product malfunction.
Can I return customized products? What about custom made products?
The right of withdrawal of customized products and made-to-measure products is excluded, pursuant to Article 59, paragraph 1, letter c) of the Consumer Code, as these are made-to-measure products. If you request the return of a customized product or made to measure, this will not be accepted. For more information on the right of withdrawal see the conditions of sale in the paragraph “Right of withdrawal”.
For more information on the right of withdrawal see the terms of sale in the paragraph “right of withdrawal”.