Frequently Asked Questions

Proceed to order

1. After choosing the product, select the option and click on "add to cart" or "buy now".

2. Add more products in the same way or click "Proceed to checkout".

3. Confirm your shipping address. Be careful to enter the name that the courier will find on the doorbell in the "additional information" section .

4. Choose the payment method you want to use and if you have a promotional code you can use it during checkout.

5. At this point you will be directed to the final page with the summary of your data and the expected delivery date. If you have a discount code to use, enter it.

6. To conclude the order, complete the purchase.

At this point you will receive a confirmation email to the address you registered on our site. If you do not see it, try checking your Spam folder. You can also check all the details related to your order by accessing your account directly.

You cannot add more items once you have already completed your order. If you want, you can make another one.

Once the order has been completed, we cannot change the shipping address.

Payment Methods

In some cases you may see the option to pay in advance by bank transfer or, if you pay by credit card, the Try First, Pay Later method!

In case you need to receive an invoice , contact our customer service using one of the contact methods at the bottom of this page.
Please remember that the data for issuing the invoice must match those entered in the billing address.
Be careful to insert the VAT number in the "additional information" section, before completing the order.

Can I place an order? Will your courier deliver the package?

Yes, we are continuing to serve our customers. You can check the updated delivery times for your order on the Order Summary page or by visiting the Returns and Orders section. When selecting an address for your delivery, please note that some businesses and services may be closed and unable to receive deliveries.

How can I use a discount code?

You can enter the discount code by clicking on “Cart”. This shows the products you want to buy. On the right side there is a section for discount codes. Then click on “Apply” and the amount of your cart will be updated automatically. It is not possible to combine multiple discount codes.

Once an order is submitted, a code can no longer be changed or updated.

HOW CAN I TRACK THE SHIPPING OF MY ORDER?

1. Via email

If you place an order and choose PayPal, Klarna or credit card as your payment method, you will receive an email confirming your order. In this email you will find your order number and a summary of your order, your billing and delivery address. If you pay in advance, you will first receive an email with our bank details so you can make the transfer. As soon as we have received your payment, you will receive a confirmation email.

When your goods are ready for shipment, you will receive a second email with your tracking number and a link to track the delivery of your products in real time.

2. On our website
You can easily receive your tracking link by entering your order number and the email address you used to place your order.

If you still do not receive a tracking link, please contact our customer service here on the site and select the subject “I do not have a tracking number”.

WHAT ARE THE SHIPPING COSTS?

We would like to let you know that our team is working tirelessly 24/7, doing everything possible to get your orders to you as soon as possible. We are doing our best every day but unfortunately, due to the current difficult situation, we may have delays in the storage and delivery of some of your orders. We ask for your patience if your packages are not delivered as usual in the expected time. We thank you with all our hearts!

SHIPPING COSTS

Shipping costs are calculated and updated during the order process, as they are based on the shipping address entered.

In general, shipping costs are:

VILLAGES	SHIPPING COSTS*
Italy, Great Britain, France, Belgium, Netherlands, Austria, Poland, Luxembourg, Monaco	Free shipping from €40 onwards 3.90€
Germany	Free shipping from €50 onwards 3.90€
Mayotte, Réunion, Guadeloupe, Martinique, Saint-Martin, French Guiana	Free shipping from €60 onwards 6.00€
Swiss**	Free shipping from 100€ onwards 9.90€
Andorra, Liechtenstein, Norway, San Marino	Free shipping from €80 onwards 9.90€
Cyprus, Bulgaria, Hungary, Czech Republic, Denmark, Finland, Greece, Estonia, Ireland, Isle of Man, Croatia, Latvia, Lithuania, Luxembourg, Malta, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain	Free shipping from 100€ onwards 9.90€
The rest of the world	Free shipping from 100€ onwards 19.90€

* Any customs duties or local taxes are the responsibility of the recipient.
** This fee includes shipping cost and customs fee. Please check the delivery time.

Shipping costs and VAT depend on your place of residence and are therefore displayed in the shopping cart as a flat rate estimate. During the purchase process, these values ​​are updated and finally displayed in the total overview.

DELIVERY TIMES

Our shipping times may vary. Once your order is received, it usually takes 1-3 days to be processed by the mail order company.

From the moment your package is ready for shipment and you receive shipping confirmation by email, you can count on your package as follows:

VILLAGES	DELIVERY TIMES
Italy, Poland	3 to 5 days
Germany, Austria, Belgium	2 to 3 days
France	2 to 4 days
United Kingdom, Other European countries	2 to 5 days *
Swiss	3 to 7 working days **
France overseas, Rest of the world	up to 14 days *

* Delivery times may vary depending on local courier and any customs checks.
** There may be delays in delivery due to possible customs inspections.

MY SHIPPING ADDRESS IS TOO LONG, WHAT CAN I DO?

Addresses longer than 35 characters are not accepted by our logistics partner. If your address is too long, we ask you to use abbreviations (e.g. Str. = street, etc.) to reduce the total length. You can leave additional important information and address supplements in the column provided.

WHAT CAN I DO IF MY PACKAGE HAS BEEN RETURNED TO SENDER?

If your tracking says your package has been returned to sender, it may be because your address is incorrect or incomplete. Please contact our customer service and let us know your order number, tracking number and full address (recipient name must be the same as the name on the email) – we will arrange a new shipment.

WHAT CAN I DO IF MY PACKAGE HAS BEEN DELIVERED, BUT I HAVE NOT RECEIVED IT AND IT IS WRITTEN IN THE TRACKING SECTION?

You probably weren't home to receive your package when it was delivered. If so, check if the courier left delivery information in your email inbox. Your package may be with one of your neighbors or the caretaker.

After your order leaves our mail order house, the responsible shipping service provider is responsible for delivering your order. If you are unable to find out where your package is via the tracking link, please contact the shipping service directly with any questions.

If you can't find your package, contact our customer service.

I RECEIVED DAMAGED GOODS, WHAT CAN I DO?

We are very sorry that you have received damaged goods. Unfortunately, our packages are sometimes damaged by the delivery company when they are transported to you. Please use the contact form and select “Damaged products” as the topic. Please make sure you have attached a photo of the damaged products. Our customer service will contact you!

Can I return a product?

Yes, you can continue to make returns, subject to any restrictions on certain product categories. To make a return, visit the Returns and Orders section of the page and click on “Return or Exchange Items” by selecting the product you wish to return.

Reimbursement

If you have made a return, the refund will be made within ten working days from the date of delivery of the package to the courier.
When we receive your return in stock we will send you a confirmation email.
In case you have paid the standard shipping costs and decide to return the order in full, these will be refunded to you.

Did you pay cash on delivery?
During the online return procedure you can choose the refund method you prefer, between credit note or bank transfer.

Did you pay with online credit (gift cards)?
The amount will be refunded as credit to be used for your next orders.

Did you pay by credit card?
In this case, the refund will be made to the same card or to the associated bank account. It may happen that the refund date, in your bank statement, coincides with the date of purchase.

Did you pay with Paypal?
You will receive the amount for the returned items on the same Paypal account.

Did you make an advance payment by bank transfer?
The refund will be made to the same bank account.

Is it safe to receive a package from an area with COVID-19 cases?

Yes. WHO has stated that the probability of an infected person contaminating goods is low and that the risk of contracting the new virus from a package that has been moved, transported and exposed to different conditions and temperatures is also low. You can find all the updated information on COVID-19 on the Ministry of Health information page and on the WHO website.

Shipping times

Shipping times are 2-5 working days to be calculated from the moment you receive the shipping confirmation by email.

When the package is shipped from our warehouses, you will receive a shipping confirmation email in which you will find a link to click on and follow the delivery which takes place between 9.00 and 18.00, from Monday to Friday.
Hours may vary depending on the area.

We recommend that you check the link to be updated in real time on any possible changes.
Go to "My Orders" to check your shipment.

It is not possible to change the delivery method from standard to express. You can select the "express delivery" method only when completing the order and not later.

What are you doing about the price increases?

During this pandemic, we are taking a number of steps to ensure that there are no unjustified price increases on our essential products, and we have blocked or removed tens of thousands of product offers, in line with our long-standing policies. We continue to actively monitor our store and remove offers that violate our policies.

Cash on delivery

When completing your order at the "Payment" stage, select the "Cash on delivery" option.

Cash on delivery does not involve any additional costs.

Please have the exact amount ready to pay for your order.
It is not possible to pay for your order by debit card but only in cash.

When entering the shipping information, be careful to add the correct house number and the name on the intercom. Also add other details that can be helpful for the courier (stairs, interior, etc.).

Remember to keep the invoice you find inside the package.

Express delivery

I need to receive my order faster, can I request express delivery?

We offer an express delivery service.
The package will be delivered via GLS courier within 1-3 days (depends on your postcode).

If the order is placed before 1pm, delivery will take place on the next working day.

How do I track express shipping?

You will receive a tracking link as with standard shipping orders.
You will see the delivery date during the order checkout.
Express delivery takes place from Monday to Friday, excluding public holidays.

I'm trying to buy with express delivery but I don't see the option

If the area where you live is not served by express delivery, this option will not be offered to you when completing your order.
Partner items are also excluded from the offer.

I chose standard delivery but changed my mind and want express shipping.

It is not possible to change the delivery method from standard to express.
You will be able to select the "delivery" mode expressed " only at the time of conclusion of the order and not subsequently.