FREQUENTLY ASKED QUESTIONS
HOW CAN I PAY FOR MY ORDER ?We accept Visa, MasterCard, American Express, PayPal, Discover, Postepay, Aura, SOFORT Bank Transfer.
WHAT TO DO IF I DO NOT HAVE A CREDIT/DEBIT CARD OR PAYPAL ACCOUNT ?It is not a problem, you can always make a bank transfer and place you order. Please contact us at email@example.com.
DO YOU ACCEPT CASH ON DELIVERY?Cash on delivery is available only for Italy. It is not accepted for any other country.
WHY HAS MY PAYMENT FAILED ?
There are many reasons which cause payment failure. Please make sure that your personal details and credit card information are correct and verify that everything has been entered properly. You could also try a different credit card.
If problems persist, please contact your bank, it is possible that your 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.
WHICH INFORMATION IS NEEDED FOR SHIPPING ?
To ship your order you have to make sure to include a valid domestic address together with house/apartment number, city and correct zip code, state and province and country. Please make sure to insert a valid phone number to be contacted from the courier in case of problems with the shipment.
A telephone number is mandatory. If it is not provided, the package could not be delivered and returned back with costs at your charge.
CAN I CANCEL MY ORDER ?Yes, orders may be cancelled within 2 hours after confirmation for a full refund. After this time lapse, the order may be already prepared for dispatching, so it might be impossible to cancel it.
CAN I AMEND MY ORDER ?Yes! It will be possible to change the sizes of the items included in the order provided availability of the sizes and, of course, before receiving the confirmation email. From this moment on, it won't be possible to apply modifications. Anyway, modifications are not guaranteed and it won't be possible to change items included in the order.
I FORGOT MY ORDER NUMBER. WHAT SHOULD I DO ?Order number may be found on your confirmation email. It starts with an hashtag and it is made up of six numbers.
If you are not able to find it please contact us at email@example.com or by phone (+39) 075 928 01 08.
Make sure to have at hand the email address used to place the order or your full name.
WHAT IS A GIFT CARD ?A gift card is an alphanumeric code sent via email that allows you to purchase any item on our website. It has no expiration so it can be used at any time. If you are spending more than the value of your Gift Card, you’ll need to pay the extra using a credit or debit card in the usual way. You can place your order normally and you can redeem it once at checkout.
HOW CAN I USE A PROMO CODE ?You can redeem a promo code once at check out. There’s a specific area where you can apply it.
“Gift Card” and “Promo Code” can be combined and used in one single transaction. On the other hand, two or more promo codes cannot be used together.
DO YOU SHIP WORLDWIDE ?Yes, we do deliver in almost all areas in the world, islands included, except to Morocco, Tunisia and Algeria. For further information check our DELIVERY TIMES AND COSTS section.
IS THERE ANY OPTION TO PAY CASH ON DELIVERY ?
No, the option is only available for orders shipped to Italy.
WHERE CAN I TRACK THE ORDER ?The shipment can be tracked using a tracking number that will activate after 1 business day from the pick up of the shipment.
Once the order is confirmed, you will receive an email from the courier (BRT for Italy)
For international deliveries we partner with DHL courier: if the status shows “Not found” or “Shipment not yet picked up” it means that your order hasn’t been sent yet and isn’t trackable at the moment. As soon as the parcel leaves our warehouse you’ll be able to track it. The shipments can be tracked here:(http://www.dhl.it/it/express/ricerca.shtml).
Orders directed to Russia are shipped via EMS Standard Post and can be tracked here: http://www.russianpost.ru/tracking20/english.htm
Your tracking number will be able to give you exact information about the status of your order.
CAN I HAVE MY PARCEL REDIRECTED TO A DIFFERENT ADDRESS ?Our couriers allow only 1 address modification which has to be communicated before receiving the confirmation email. You have to contact our Customer Care that will inform the courier about the diversion.
Once the order is dispatched, unfortunately, it won't be possible to divert it to a different address.
HOW DO I RETURN SOMETHING TO YOU ?You can return any item to us within 14 days of receiving your original order. You can return your parcel using any postal service. As the parcel remains your responsibility until it arrives to us, remember to ask for proof of postage, in case your parcel gets lost. All we ask is that you make sure we know the order number your return relates to and your details. For further information about returns, please check our RETURN POLICY.
DO YOU PROVIDE FREE RETURN AND SHIPPING LABELS?Unfortunately, we are currently not able to offer free returns to our customers as we are a small growing company. We are working to improve the service in the future.
I RECEIVED THE WRONG ITEM. WHAT SHOULD I DO ?If you received a faulty/wrong item, we apologize for the inconvenience.
Please contact our customer service as soon as possible at firstname.lastname@example.org providing: order number, name of the item and a brief description. Please also attach some photograph of the faulty/wrong item in order to verify. For more details, please check point 3 of our RETURN POLICY.
HAVE YOU RECEIVED THE ITEMS THAT I RETURNED ?It depends on the shipping method used. It may take up to 15 working days (weekends and holidays excluded) for the parcel to reach our warehouse. In your shipping receipt you will find the tracking number that you can use to track the status of your parcel and know in real time when we have received it. Once the package is delivered to our warehouse, it may take up to 15 working days to process it.
WHAT IS A PRE-ORDER ?The pre-order item is an item which you have the chance to purchase in preview from the new collection or a limited editions. It means that the item is still in production when ordered and not immediately available in our warehouse.
Once you run checkout it is important to control weather the product is in pre-order or not. For further details, please visit our PRE-ORDER POLICY.
WHEN AND WHY DOES A DELAY OCCUR ?The items from our collectiosn are absolutely exclusive. For this reason, the manufacturing process requires several production and quality check steps. Even though the production sequence is linear, some mistakes may occur.
In the unlikely event of a delay, our Customer Service Team will get in touch with you as soon as possible.