F.A.Q. - Frequently Asked Questions
Shopping in our Web Store
Payment and completing the order
Delivery of the order
Returns, refunds and cancellations
Shopping in our Web Store
A: All of the prices shown in our catalogue include VAT, which varies depending on the type of product. Prices include VAT for italian individuals and businesses and for EU citizens. Entering a valid EU VAT number and if you are a resident inside the EU you can purchase excluding VAT.
A: To find a particular item, browse through the product catalogue. You can also enter one or more key words into the “Product search” field located to the left below the catalogue, and then click “Search”.
Q: How is my privacy protected?
A: We collect personal information for the purpose of fulfilling your request ,to provide you with our products and related information and carrying out the transaction. All the acquired client data are protected under Legislative Decree 196 of June 30th 2003, the Italian personal data protection law. We absolutely don’t want to share your personal information to third part companies without your consent. We can also sending newsletter or any other information regarding our initiatives and promotions we organize but only after expressed client authorization.
A: The prices indicated reflect the current quoted prices. However, prices may change if a promotion ends. We will do our very best to always offer you the lowest possible prices.
A: The current availability is indicated for every item in our catalogue. Our Web Store lists 4 different levels of availability, which are colour-coded for ease of recognition:
Available: The item is available and can be shipped within 24-48 hours.
By Special Order: You can reserve this item and complete the purchase. We will send the item to you as soon as we receive it. In some cases, an estimated timeframe for receipt of the item from our supplier is provided.
Arriving Soon: The item is not currently available but has already been ordered from the supplier. Delivery times may vary depending on the type of item and supplier availability. Send us an email to ask for more specific information regarding delivery times.
Not Available: The item may be discontinued or otherwise not available in our warehouse at this time and we do not know when it will be available again.
A: Orders will only be shipped when all of the items in your shopping cart are available. Consider placing separate orders for items with longer estimated delivery times.
A: To order, please choose one or more products from the store and add them to your shopping cart clicking on “Add to Cart” button. You can add and remove products, change quantities anytime you want. Once you have added all the products you want to your shopping cart click on the “check out” button and enter your data. At this point, if you are a customer already registered, insert your ID and your password and the form will be automatically filled with the data you provided us. Otherwise if you are not registered you must fill in the form by clicking on “+”. Follow the on-screen instructions to enter shipping preferences, your shipping address and payment information. As you move through checkout, you will have an opportunity to review your order before selecting “Confirm Order”. Finally a summary page will show you all the items you want to purchase including transport charges and sales tax, please review your order carefully prior to submitting it for processing, then you are ready to send it.
A: If you want to add an item to your shopping cart, just choose your product and click on "Add to Cart" button. At this time you can choose to complete your purchase or browse the catalogue and adding or modifying the quantity of your items.
A: Once you have added all the products you want to your shopping cart click on the “check out” button and enter your data. At this point, if you are a customer already registered, insert your ID and your password and the form will be automatically filled with the data you provided us. Otherwise if you are not registered you must fill in the form by clicking on “+ Register”. Follow the on-screen instructions to enter shipping preferences, your shipping address and payment information. As you move through checkout, you will have an opportunity to review your order before selecting “Confirm Order”. At the bottom of the final order placement page, you can add information to assist in the delivery of your order. Finally a summary page will show you all the items you want to purchase including transport charges and sales tax, please review your order carefully prior to submitting it for processing, then you are ready to send it.
A: Yes, in order to make a purchase on our Web Store, you must login by entering your username and password and then clicking “Login”.
A: If you have forgotten your password, click on “Forgotten your password?”, which is located on the pop-up Login window. You will be asked to enter your email address (enter the one that you used to register). You will receive an automated email containing your username and password.
R: At the top of the homepage, you will see “Account”. Click on “+” to create a new account. You will be taken to the registration page. Complete the entire form, check the box for “I agree to the terms of sale” after reading the terms and then click “Send registration”.
For the security of our users, all information relating to orders will only be sent to the address used for registration. By checking the “Remember me” box, you allow your computer to remain connected to our website, thus eliminating the need to enter your data each time you access the site.
A: Once the order has been placed, you will receive a message confirming the transaction. The email will also contain payment information in the event that you selected bank transfer as your payment method. If you pay by bank transfer, after payment has been received you will receive another email that confirms the order is being processed and provides an estimate of the shipping time. In addition, once the order has been shipped you can track its progress directly on the express courier’s website. You can check the status of your order directly on the website, just go to “Login”, enter your login details and select “Account Maintenance”. You will then be able to view information about your order, including whether it has been confirmed, shipped or cancelled.
A: If you change your mind and would like to finalise the order at a later time, you can still add items to your shopping cart and our system will save them. In fact, if you selected the “Remember me” option and you have not removed the items from your cart, they will still be there the next time you login. This feature saves you time as you do not have to search for the products again.
If you would like the package to be sent to an address other than the address that you indicated during registration, you must enter the desired delivery address in the “Shipping information” field before finalising the order. If you do not indicate a different address, the “Default” delivery option will remain checked, which means that the package will be sent to the address specified during registration.
Please remember that it is essential to indicate a preferred delivery time, as this avoids unnecessary and costly storage of the package in the courier’s warehouse.
If you would like to receive an invoice for the merchandise, you must check the “Request invoice” field after providing your VAT number.
A: Shipping costs depend upon the weight of the box and country destination. When you place an order with us the online ordering system accurately calculates the delivery costs in real-time. For more information see the "Shipping" page.
Payment and completing the order
A: You can choose the following payment methods:
- Visa, Mastercard, American Express, Carta Aura credit cards
- PayPal and PayPal pre-paid card
- Bank Transfer in advance
A: PayPal makes use of industry-standard SSL (Secure Sockets Layer) technology, the highest level of security currently available for secure Internet applications. Protecting your financial and personal information is one of our priorities. For this reason, your credit card information is handled by PayPal. PayPal automatically encrypts all sensitive information that is sent from your computer to the PayPal server. When you make a credit card payment on our site, PayPal verifies that your Internet browser is running Secure Sockets Layer 3.0 (SSL) encryption protocol or higher. This protocol protects the integrity of your data during transfer to the PayPal server by using a 168-bit encryption key (the highest level commercially available). Your personal information is stored in PayPal’s servers, where it is protected effectively, both physically and electronically. To further safeguard your credit card and bank account details, PayPal does not directly connect its firewall-protected servers to the Internet. Your credit card information will be processed and handled exclusively by PayPal, never by our staff.
A: If your purchase was not authorised, you can try to place the order again. Make sure that you enter all information correctly and try to resend the order. If you have entered all information correctly and are still having difficulty, you should contact the company that issued the card to request an explanation.
A: Your credit card will be charged for the total amount due when the package is shipped. If payment is made by PayPal, your credit card is charged when the order has been placed and confirmed.
A: It takes about one to four days for the payment to be credited to our account. Once payment has been received, you will be sent an email confirming payment as well as the shipment of your order.
A: No. The payment method cannot be changed after the order has been submitted. To change the payment method, you will have to cancel the order and place another order.
A: Packages leave our warehouse daily between 2.00 p.m. and 3.00 p.m. All orders received before 9.00 a.m. will be processed and shipped immediately, while orders received after this time will be shipped the following day. Please note that your order will not be shipped until all of the items you purchased are available. For more information, see “How do I know if a product is available?”
A: If the order has not yet been shipped, you can request cancellation of the order at no additional cost by sending an email. If the package has already been shipped, you can simply refuse delivery. You will then be contacted by a member of our staff, who will explain the refund procedure.
Please note that if payment was made by credit card, the refund will not appear on your card immediately. In fact, once a payment has been authorised, any refund will only appear on the credit card after approximately 30 days, as established by the financial institution that issued the credit card.
Delivery of the order
A: To ensure that your delivery arrives quickly and safely, we entrust our packages to specialised express couriers who deliver packages of any size and weight to anywhere in Europe within 72 hours.
More specifically, the courier delivers packages within 24-48 hours (excluding holidays, Saturdays and Sundays) for major centres and within 3-5 days (excluding holidays, Saturdays and Sundays) for more remote areas.
There may be sporadic delays in delivery, including up to several days, due to circumstances beyond our control or problems experienced by the courier.
A: Once we dispatched your order you will receive an email containing a tracking number, which allows you to follow the progress of your package directly on the express courier web site.
A: As soon as the packages arrive to their destination they are sent out for delivery. The carrier will not contact you before delivery. If you are not at home when delivery is attempted, the driver will leave a message with a phone number that you can contact to re-arrange delivery on a day when there will be someone at home. If delivery continues to fail or your do not contact the depot promptly the boxes are liable to be returned to the origin address or to our warehouse, if this happens additional charges will be incurred for re-shipment and storage.
A: If checking the package you find out that the box is seriously damaged, please refuse immediately the delivery. Our company will file a damage claim directly with the courier, taking care to cause you as little inconvenience as possible. We will do our best to keep you informed about the claim and will send you a replacement if appropriate.
A: In general, invoices are not included in the package but rather sent in electronic format 3-5 days after the order is submitted. The invoice is sent to the email address that you provided during registration.
Returns, refunds and cancellations
A: You have the right to withdrawal from the purchase with no penalty and without motivation within 10 working days of receipt of goods. To return the goods wthin this time you must send a letter by registered mail with acknowledgement of receipt to us. Please contact our helpdesk in order to obtain more information.
Assistance and Warranty