CUSTOMER SERVICE

SHIPPING

Domestic Shipping (Italy)

  • We offer free shipping on all orders within Italy.
  • Orders shipped domestically are handled by TNT Italy and typically arrive within 5 business days from the shipment date.

International Shipping

  • Free Standard International Shipping is available for all orders.
  • Customers can choose Express Shipping at checkout for an additional cost (the full price of express shipping). Express delivery times depend on the destination and courier availability.
  • International shipments are managed by FedEx and are typically delivered within:
    • 5 business days within the EU.
    • 10 business days for countries outside the EU.

Order Processing Time

  • Orders are usually processed within 1-2 business days from the time of purchase. Processing times may vary during sales, holidays, or high-demand periods.
  • Customers will receive a confirmation email with tracking details once their order is shipped.

Delivery Terms

  • Ownership of the products transfers to the customer upon delivery at the provided address (in accordance with DDP – Delivered Duty Paid under Incoterms 2020).
  • Customers are responsible for the products from the moment of delivery, including any loss or damage.

Receiving Your Shipment

Upon delivery, we kindly ask customers to:

  1. Verify that the number of packages matches the number indicated on the delivery note.
  2. Check the packaging and seals to ensure they are intact, undamaged, and not altered.
  3. Sign the delivery receipt with a legible signature and, if requested by the courier, provide proof of identity.

If there are visible damages to the packaging or a mismatch in the number of packages:

  • Note the issue in writing on the courier’s delivery note.
  • Notify us within 24 hours of delivery and provide adequate photographic evidence.

Failure to notify the courier or the company within this timeframe may prevent us from addressing your claim.

Non-Delivery or Delayed Delivery

  • In the rare event that your order is not delivered within 30 days from the confirmation email, you may cancel your order by notifying us within 48 hours. We will process a full refund for the order.

Shipping Restrictions

  • We do not ship to P.O. Boxes or military addresses.

Customs and Duties

For international orders shipped under DDP (Delivered Duty Paid):

  • Any customs duties, taxes, or import fees are included in the purchase price.
  • You will not be responsible for paying additional duties upon delivery.