FREQUENTLY ASKED QUESTIONS
HOW CAN I PAY ?
We accept Visa, MasterCard, American Express, PayPal, Discover, Postepay, Aura. Pagamento in consegna è disponibile in Italia.
WHAT TO DO IF I DO NOT HAVE A VISA / MASTERCARD OR PAYPAL ACCOUNT ?
It is not a problem, you can always make a bank transfer and place you order. Just write us at firstname.lastname@example.org
DO YOU SHIP WORLDWIDE ?
Yes, we deliver in all parts of the world, even islands. Please note that the delivery to remote zones can take much time that it was estimated.
WHERE CAN I TRACK THE ORDER ?
Our product are delivered with DHL Express Courrier and can be tracked at the official website of DHL (http://www.dhl.it/it/express/ricerca.shtml).
In Italy we deliver with Bartolini Courrier. The orders can be tracked here: http://as777.brt.it/vas/sped_numspe_par.htm
Orders to Russia are shipped via EMS Standard Post and can be tracked here: http://www.russianpost.ru/tracking20/english.htm
CAN I CANCEL THE ORDER?
Yes, most of our orders can be cancelled within 2 hours for a full refund.
CAN I PAY ON DELIVERY ?
We offer this option just in Italy. Please send mail at email@example.com for that.
WHY HAS MY PAYMENT FAILED ?
There are many reasons payment errors can occur and a number of steps you can take to resolve potential issues. Please review your personal and credit card information to verify that everything has been entered correctly. You could also try a different credit card. If problems persist, please contact your bank, as it is possible thatyour account lacks sufficient funds or has been flagged for security reasons. For any other issues or questions, please contact our Customer Care at firstname.lastname@example.org.
We noted that the most of the payments are failed from Greece - unfortunatelly it happens because of the political crisis. In this case you can make a bank transfer and place the order. Just write us at email@example.com
WHEN WILL I GET MY REFUND?
After you have registered your return, we will refund the products’ total purchase amount to the payment method used to place your original order within 30 days. Please note that we will refund only if we have received your order timely and in correct condition.
WHEN WILL I GET MY EXCHANGED ITEM?
If you request an exchange, we will proceed with sending you the exchanged product(s) as soon as we have correctly received the returned goods. Send an email with the reasons and the order number to : firstname.lastname@example.org
HOW DO I RETURN SOMETHING TO YOU ?
You can return any item to us within 5 days of receiving your original order. You can return your parcel using any postal service. As the parcel remains your responsibility until it arrives with us, remember to ask for proof of postage, so if your parcel goes missing in the mail, you’ll have proof you’ve sent it. All we ask is that you make sure we know the order number your return relates to and your details. We can’t refund you without these details, so make sure the returns form is filled out and placed in your returns .
WHAT IS A GIFT CARD ?
An online gift card is emailed to the customer, and contains:
- The gift card code, used at checkout to redeem the value of the gift card when purchasing a product from your store at a later time;
- A print button, for obtaining a paper copy of the gift card;
- A start shopping button, for quickly navigating back to your store.
RECEIVED A FAULTY ITEM ?
We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact our Customer Care team with the order number, the faulty item's name and number, and a description of the fault, at email@example.com
DO YOU HAVE ANY FISICAL SHOP IN ITALY OR ABROAD ?
We do not have any fisical shop. Our products are available exclusively online.
WHAT IS A PRE-ORDER ?
The pre-order is an order you can make for a new item or limited edition item before it is in stock and available for delivery.
AM I GUARANTEED TO GET AN ITEM IN THE PROMISED SHIPPING PERIOD OR AVAILABILITY DATE ?
No, when an item opens for pre-order, we don't always have the full details on availability. Generally speaking, the estimated arrival date is accurate. However, it’s not uncommon for manufacturers to miss dates of delivery. Always check the product item page for the most up to date information on availability.
CAN I MODIFY AN ORDER / PRE-ORDER ?
Absolutely! We have a no-hassle policy toward modifications. If at any time prior to your items shipping you wish to change your order or add any other product simply email us at firstname.lastname@example.org