FREQUENTLY ASKED QUESTIONS
HOW CAN I PAY FOR MY ORDER ?
We accept Visa, MasterCard, American Express, PayPal, Discover, Postepay, Aura.
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. Just write us at firstname.lastname@example.org.
CAN I PAY ON DELIVERY ?
Cash on delivery available only in Italy. Please send mail at email@example.com 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 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.
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
CAN I CANCEL MY ORDER ?
Yes, most of our orders can be canceled within 2 hours for a full refund.
CAN I AMEND MY 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 and will update the system with your request.
I FORGOT MY ORDER NUMBER. WHAT SHOULD I DO ?
You can find your order number on your confirmation email. It starts with a number sign # and it is made up of five numbers.
If you are not able to find it please contact by mail at email@example.com or by telephone number (+39) 075 928 01 08 our Customer Service. All we need is the email address you used to place the order.
WHAT IS A GIFT CARD ?
Basically it is a store credit that you can redeem once at checkout. The Gift Card allows you to keep your money online so you can use it as an online credit to purchase something on our website. If you’re 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 need to enter the code exactly as it was given to you, without any spaces.
The Gift Card does not expire, therefore you have all the time to spend the whole amount of your gift voucher.
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 deliver in almost all parts of the world, islands included. Please note that the delivery to remote zones can take more time than it was estimated. For further information check our “Delivery time and costs” section.
IS THERE THE OPTION TO PAY CASH AT DELIVERY ?
No, that option is only available for orders which are meant to be shipped to Italy.
WHERE CAN I TRACK THE ORDER ?
For national deliveries we partner with Bartolini courier: if the status shows “no results found” it means that your order hasn’t been sent yet and isn’t trackable for the moment. As soon as the parcel leaves our warehouse you’ll be able to follow it. (http://as777.brt.it/vas/sped_numspe_par.htm)
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 follow it. The orders can be tracked here:(http://www.dhl.it/it/express/ricerca.shtml).
Orders 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.