Delivery
Orders are processed and shipped from the warehouse within 24 working hours for orders placed by 12 PM noon (GMT+1), Monday to Friday. Once the order is placed, it is no longer possible to modify or cancel it. You must wait for delivery to exercise the right of withdrawal.
You will always receive a Shipping Confirmation email that allows you to check your order and the shipping status.
The service offered is Express shipping with delivery in 1-3 working days, subject to payment unless there are active promotions for free shipping.
It is understood that for products marked on the Website as “unavailable” or subject to a “pre-order”, the aforementioned timeframes shall only start from the moment they are actually available in our warehouse, as specified in the Terms of Sale.
All orders are processed automatically; therefore, it is not possible to modify the shipping and delivery times. Couriers do not make deliveries on Saturdays, Sundays, or public holidays; delivery times may be delayed in case of Italian public holidays.
For deliveries to countries outside the CEE, customs clearance procedures may cause delays beyond our original delivery estimates. In any case, products will be delivered within 14 days in accordance with legal requirements.
Once the order is shipped, an email with the package tracking details will be sent. After 24 hours from the order dispatch, you can track the shipping status by clicking the tracking link in the email or entering the tracking number.
Retuns
If for any reason you are not satisfied with your purchase, you can return the products within 14 days from the order receipt date, in their original packaging and with the original labels. The safety labels must be intact and attached to the returned product(s).
Upon receiving the order, you must wait 24 hours to allow the delivery confirmation to be updated in your personal account. Once updated, you will be able to request a return.
If you are already registered on the website, process the return directly from your personal account area. If you are not registered, you can request it by clicking the “Non-registered user” link below.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at {email} for questions related to refunds and returns.