Order & Shipping
***IMPORTANT NOTICE: Due to COVID-19 emergency and Italian government decision to lock down non-essential activities, shipments may be delayed by a few days. Please note that this may vary due to the COVID-19 evolving situation. ***
What’s the estimated delivery time and cost for shipment?
Below you can find the costs and estimated delivery time of our shipments.
Please note that shipping is free, and is automatically deducted at checkout, on orders over €200 / €250 (for countries included in Rest of the World Zone 1) / $250 / £150 / A$400 / HK$3000 / ¥35000 / руб 15000.
|United Kingdom||1-3||DHL||£ 13|
|United States||2-3||DHL||$ 22|
|Hong Kong||2-5||DHL||HK$ 263|
|Rest of Europe||1-3||DHL||€ 15|
|Rest of the World (Zone 1)||2-5||DHL||€ 30|
|Rest of the World (Zone 2)||2-5||DHL||$ 50|
Rest of the World Zone 1 includes:
Albania , Andorra, Belarus, Bosnia and Herzegovina, China, Faroe Islands, Gibraltar, Iceland, South Korea, Liechtenstein, Macedonia, Moldova, Montenegro, Norway, Serbia, Switzerland, Turkey, Ukraine, Vatican City.
Rest of the World Zone 2 includes:
the rest of the non-EU countries.
If you can't find your country or have any inquiries about shipment, please contact us at email@example.com.
Please make sure to properly fill out all the fields of the shipping address, especially your first and last name, for a quick and hassle-free delivery. If some information is unclear or missing, we’ll need to ask you to provide a personal identification document to proceed with delivery.
How long does orders dispatch usually take?
We usually process and dispatch orders within 1-2 business days upon receipt. You will receive an email update as soon as we arrange the shipment of your order, which will also include a tracking link. Please note that during promotional offers and seasonal sale, the dispatch process can experience slowdowns and take several days.
Carriers generally make three attempts to deliver your parcel. If delivery fails after three attempts, the parcel will be sent back to us. Any eventual import duties and taxes 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.
Do you offer free shipping?
Shipping is free on all orders over €200 / €250 (for countries included in Rest of the World Zone 1) / $250 / £150 / A$400 / HK$3000 / ¥35000 / руб 15000.
Please note that our free shipping policy doesn’t apply to the products we sell via DROPS.
Can I amend or cancel my order?
You have 60 minutes upon placing your order to cancel it.
You can do so from your account by accessing the ‘Order History’ section. If you ordered as a guest, you can cancel you order by using the Login section. Users are responsible for canceling their orders, we cannot cancel or amend any details of your order once you make it.
Please note that if you don't cancel your order within 60 minutes (you should do this yourself, our customer care team cannot cancel your orders for you), it’s not possible to cancel your order anymore.
If you have any inquiries about cancellation or size change, please contact us at firstname.lastname@example.org.
Can I edit the shipping address on my order?
You have 60 minutes upon placing your order to update your shipping information.
You can do so from your account by accessing the ‘Order History’ section. Users are responsible for updating their shipping information, we cannot cancel or amend any details of your order once you make it.
If you wish to edit the shipping address after your order has been shipped, you can use DHL on Demand delivery Service (ondemand.dhl.com/) as long as the new address is located in the same country as the original one. By using DHL on Demand delivery Service, you will be able to choose from a range of options including:
- rescheduling your delivery
- placing your shipment on hold if you are away from home
- arranging to collect your order from a DHL service point
- changing your shipping address
To find out if DHL on Demand Delivery Service is available in your country, visit ondemand.dhl.com/.
How can I track my order?
Once we ship your order, you will receive a shipping confirmation including a link to track your shipment. If you don’t receive any shipping confirmation, please contact us at email@example.com.
Will you apply VAT to my order?
If you are buying goods for delivery to an EU address, we will charge Italian VAT. Prices are already shown inclusive of VAT for EU customers.
If you are buying goods for delivery to a non-EU address, Italian VAT is not applicable. Once you log in or pick your country with the “Country” button in the bottom left corner, you will see prices without VAT.
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.
American customers: orders under 800$ can be imported free of any import duties.
Australian customers: orders under 1000A$ can be imported free of any import duties.
I need help, something is wrong with my order
If you haven’t received what you ordered or if you have any other issues related to what you purchased, please contact us at firstname.lastname@example.org and we will do our best to fix the problem in the shortest time possible.
Why my order got canceled?
It may happen that the items that you purchased were no longer available when you made your order. In this case, our system will automatically cancel and refund orders. Refunds may not be immediate due to bank processing time. Feel free to contact us at email@example.com for more information.
Some items are missing from my order, what can I do?
It may happen that the items that you purchased were no longer available when you made your order. In this case, our system will automatically remove and refund the missing items and they won’t be included in the shipping confirmation and in the packing list. Refunds may not be immediate due to bank processing time. Feel free to contact us at firstname.lastname@example.org for more information.
Important notice for customers from the Russian Federation
In case your realize that something is wrong with your parcel, or that something you bought is missing, please follow the below steps:
- if the parcel appears damaged (ie. the tape is torn or the parcel is lighter than expected) you should sign the delivery with the note “received unchecked”, or refuse the delivery of the parcel;
- get in touch with us as soon as possible, so we can contact our partner SDA to start the necessary investigation;
- contact the Russian postal service to file your claim.
It can generally take up to two months for the postal service to handle such claims. Unfortunately, we cannot speed up the process. We are forced to wait for the investigation outcome to establish if you are eligible for a refund.
Please note that the above steps are essential to get the chance to receive a refund. In case you don't stick to the above instructions, you won't be eligible for any refund.
Can I have my order delivered to a PO box or APO?
No, our shipping partner doesn’t provide this service, except for Saudi Arabia.