Order & Shipping
What’s the estimated time of arrival and cost for shipment?
We usually process and dispatch orders within 1-2 business day upon receipt. You will receive an email including the link to track your parcel. Please note that during promotional offers and seasonal sale, the dispatch process can take several days.
Carriers generally make three attempts to deliver your parcel. If delivery fails after three delivery attempts, the parcel will to us. Any eventual import duties or shipping fees related to the return of your parcel will be deducted from your refund. Please note that the original shipping costs - if any - are never refunded.
What is my order status?
Payment accepted - your order went through, and we're going to process it soon.
If you don’t get any confirmation email after making your order, please check your spam folder, or get in touch with us.
Processing - your order is being prepared for shipment. We cannot cancel or amend any details of your order at this stage.
Shipped - your order left our warehouse and it’s on its way to you. We cannot cancel or amend any details of your order at this stage.
Canceled - we have canceled your order, and we will issue your refund shortly. Please note that it’s not possible to retrieve orders once they are canceled.
Refunded - we have refunded your order. Paypal refunds will show up immediately, while card refunds may take up to 10 business days before showing up on your account.
Payment error - your payment hasn’t gone through, so your order is not confirmed, and you won’t be charged for that.
If you realize your account has been charged, contact us on firstname.lastname@example.org and provide your transaction ID.
On hold - there may be an issue with your order, and we will get in touch soon.
On backorder - there may be a stock-related issue with the item(s) you purchased, and we will get in touch soon.
Can i amend or cancel my order?
If your order has not been dispatched yet, generally we can amend or cancel it. As long as your order status is “payment accepted”, we can cancel or amend it. Once your order status turns into “processing”, you cannot cancel or amend your order. Since our operators do their best to dispatch orders in the shortest time possible, please advise on the changes needed as soon as possible.
Please note that we cannot combine orders or add extra items to existing orders.
Can I amend my shipping information once i have made my order?
As a general rule, that’s not an option we offer. If you realize your shipping details are incorrect, you can contact email@example.com to have your order canceled and refunded. Otherwise, once we ship your order, you can use dhl on demand delivery. this service enables you to ask for a change in your shipping address (“alternate address” option).
How can i track my order?
You will get a confirmation email once we arrange the shipment of your order. A second email will follow a couple of hours after including the link to track your parcel. If you don’t have any tracking number for your order, please check your spam folder or contact firstname.lastname@example.org.
To find out if on demand delivery (odd) is available in your country, visit ondemand.dhl.com.
Will you apply vat to my order?
We will charge Italian vat, where applicable. Prices are already shown inclusive of vat for eu customers.
I’m a non-eu customer, do your prices include import duties?
No, our shipments are dap (delivery at place), which means that the recipient of the shipment must take charge of any eventual import duties.
Import duties are charged once the parcel reaches its destination country. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies vary from country to country. It may be a good idea to contact your local customs office before you order, so you are not surprised by charges you were not expecting.
Please note that customers take full liability for all shipment costs and any eventual customs charges even if they refuse to accept a parcel due to high import duties or taxes.
What if there’s something wrong with my order?
If you haven't received your order yet, or you don’t get what you ordered, or if you have any other issues related to what you purchased, contact email@example.com and we will do our best to fix the problem in the shortest time possible.
What if my billing address doesn’t match the one on my credit card?
Please make sure that your billing address matches the one on your credit card. Please note our payment provider can put transactions under review if billing details don’t match. This can slow down the dispatch of orders, or result in the cancellation of orders.