F.A.Q
Here you can find the answers to the most frequently asked questions about your order, shipping and payment.
Which methods of payment do you accept?
You can choose to pay by various methods on our website.
- Paypal;
- Credit card on the Stripe circuit (MasterCard, Maestro, Visa, Visa Electron, American Express, Aura, Discover).
Why was my credit card declined?
Your credit card is generally declined for one of the following reasons:
- the data requested for payment does not match your credit card data;
- you have not activated your security code (some credit cards require an additional security code, supplied by the bank, which must be entered to confirm payment);
- you have exceeded your credit card limit;
- the credit limit for this period of time may have been exceeded or your card may be out of date;
- if you think there may be any other problems, please contact your credit card issuer.
What are the delivery times?
The courier may vary according to the order destination.
The shipping time is:
- 1-3 working days since the shipment of the product for destinations in Italy;
- 3-4 working days since the shipment of the product for destinations in Europe.
You will be updated on the status of your shipment thanks to the tracking (the shipment number) associated with your order.
When the package is shipped from our warehouses, you will receive an email confirming the shipment in which you will find a link to click on and follow the delivery.
You can therefore at any time check where your shipment is located.
What are the delivery costs?
Delivery costs vary according to the destination.
The standard shipping cost to Italy is €4.90, to Europe the cost is €6.90
Before concluding the order, the system will show you the cost for the shipment of your order.
Which courier do you use for deliveries?
The courier may vary according to the order destination. The delivery methods are as follows:
- For shipments to Italy we use the TNT courier.
- For shipments to Europe we use the UPS or GLS courier.
How can I track my order?
After confirming the payment, you will receive an e-mail communication containing the summary of your order.
When processing the order, you will receive a second communication via e-mail which attaches the sales note of your order.
Upon shipment of the order, you will receive an email with the tracking of the shipment.
It might take a few hours before the courier system updates the status of the shipment.
May I cancel an order?
An order can be cancelled before our warehouse has begun the delivery process. In this case we will proceed with the cancellation of the order and the refund of the transaction using the same payment method used during the purchase phase.
If the order has already been sent you can return goods ordered within 14 working days from the day of receipt (sales condition).
How can I return an order?
Customers have the right to return orders (without giving a reason) within 14 working days of receiving the items.
You can inform us that you want to return goods by contact form in the Customer service page. Don’t forget to insert in the message text the order number.
All delivery charges for returned goods are the responsibility of the purchaser.
Items returned will not be accepted unless they are intact and in perfect condition, with the original packaging (closed and with delivery seal), preferably with a copy of the sales note inside the packaging and go to a courier of your trust.
Items should be sent to the address stated in the Sales Conditions page.
Reimbursement for returned articles will be made by bank transfer within 14 days of receiving the returned item. Articles that are incomplete, damaged or dirty due to the customer’s fault will not be reimbursed and will not be eligible for credit to the value of the initial order.
I have received a different item from the one ordered or a damaged item. What can I do?
If you find yourself in this situation, first of all we want to apologize for the inconvenience.
We will take care of solving the report in the best way. Fill in the contact form in the Customer Service page. Don’t forget to insert in the message text the order number and a photo of the item received.
Put the articles (or the article) back in their original packaging and wait for our instructions on the collection of the article and the replacement of the same.
If the competent department confirms that the item is damaged or incorrect, the shipping costs for the return and / or replacement will be borne by the seller.
Other?
For any other questions on your order, shipping and payment, do not hesitate to contact us via the contact form in the Customer Service page.
