Frequent questions

Payment methods

Do you accept prepaid credit cards?
Yes, we accept prepaid credit cards that operate on Visa and Mastercard circuits.

Is it safe to pay by credit card?
It is perfectly safe to pay by credit card because the communications between our website and the bank are coded and cannot be traced by third parties.

If I leave my card data in storage can it be used by third parties?
No, our dealers cannot display your data in any way. Furthermore, it is possible to cancel the data left in storage at any time by logging into your account.

What forms of payment are allowed?
Credit cards and PayPal are the accepted forms of payment.

Can I pay by PayPal?
Yes, we accept payments from your PayPal account

Can I pay cash on delivery?
Cash on delivery is only allowed in Italy.

Can I pay by PostePay or other reloadable cards?
Yes, we accept payments by PostePay and other reloadable cards enabled for the  Visa/Visa Electron circuit or MasterCard. 

Shipping times and costs

What are the shipping fees?
Shipping is free for all countries.

Local taxes
Sales price includes VAT.
Outside the European Union, customs and local taxes can be debited to the purchaser.

What are average delivery times?
Standard delivery is sent within 4-5 working days for all European Union countries.
For all other Countries it is necessary to track the delivery.
In the event of a greater influx of orders (like sales, promotions or the Christmas period), delivery times could be slower also due to reasons beyond our control.

Can I track my order?
Shipping information is available in the Orders section of your Account or in the Orders and Returns if you made the purchase without registering.
For more information on shipping in Europe please contact the courier BRT.
For deliveries outside Europe please contact the courier DHL.

Can I choose the delivery time?
It is not possible to choose the delivery time slot. Please contact the courier directly for more information.

Can I change the delivery address of my order?
It is impossible to alter the address once the order has been concluded. To make any changes it is necessary to contact our Customer Service before the order is processed.

Returns and refunds

How can I request a return?
To request a return just log into your Account, click on Returns and Refunds and complete the RMA form.
If you made the purchase without registering insert the order number in the Orders and Returns section and then click "Request return" to complete the RMA form.

How much time do I have to return my items?
You have 14 working days from the delivery date to return your items.

However, to ease your Christmas shopping, for all orders placed between 13 November and 31 December 2023 included, you may request a return until 31 January 2024.

What is the return procedure?
Here are the steps to return the goods and get a refund:
1. Write the return number on the box (it is important to be able to process the return or refund in a short time)
2. Book the collection with the courier of your choice and send it to the following address:
Via di Gonfienti 4/17 - Loc. Interporto
59100 Prato (PO)

Transport costs for returning the goods are at your expense.
As soon as the returned item arrives at our warehouse we will immediately proceed with the refund request (once the goods have been checked)."

Can I change an item?
If you are not happy with an item purchased you can request a return by logging into your Account and clicking on Returns and Refunds, or in the Orders and Returns section if you made the purchase without registering.
It is not possible to exchange. If you want a different product first request a refund and then proceed with a new order.

If I throw away the labels can I still return my items?
The presence of labels and tags is compulsory for us to accept a return. Any item returned has to be in perfect condition and ready to be sold again.

Who pays the return costs?
Transport costs for returns are charged to  customers.

If I paid with a virtual card how do you proceed with the refund?
For payments with virtual cards after having requested the return please contact us to provide us with a current account number so we can make the refund.

What is the return policy?
If you are not satisfied with your purchase you can return the product and ask for a refund. Once we receive your return we  immediately start the procedure and conclude it as soon as possible. We inform you that it could take up to 30 days to complete it. 
For information on a refund that has already started you can contact us by filling out the Contact form.

My orders

Where can I see the details of all my orders?
In the Account section it is possible to consult all the details of current and past orders.

Can I change the details of an order that has just been completed?
It is not possible to make any changes to  concluded orders or merge multiple orders into a single shipment. For any special requirements please contact our Customer Service.

Can I change the shipping address of an order in progress?
We cannot change the address indicated for delivery of the package once the order is confirmed. For any special requirements please contact our Customer Service

Account, newsletter and contact information 

How can I unsubscribe from the Newsletter?
If you no longer wish to receive news and special promotions direct to your inbox you can unsubscribe by clicking on “Unsubscribe” in the footer of one of the Newsletters received.

How can I contact you?
You can contact us by filling out the Contact form, or by calling the number +39 0422 1440010. Our Customer Service hours are from 9 AM to 6 PM CET Monday to Friday.