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Customer Service

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NEED HELP?

If you have any questions or need help please contact us by e-mail or directly using our Live Chat. We will be happy to assist you.

Shipping Information

 

We deliver to 100 countries around the world and offer different shipping options to meet your needs.


In order to ensure you a hassle free shopping experience, for selected countries, we are now including the Customs Duties in the final prices without any price change. No more unexpected charges upon delivery, only delight and ease at your doorstep!

Click here to see related refund policy.

 

During sales period, deliveries may take 2 or 3 business days longer than usual.


Shipping Methods and Costs

 

To offer you the best service and ensure fast worldwide deliveries we have chosen UPS (DHL - for shipping to Russia). Shipping rates vary based upon shipment type, destination (please see table below) and your rate will be automatically calculated at checkout.

We aim to dispatch all orders within 24 hours (orders accepted before 12:00 am CET will be dispatched the same day). Estimated delivery times are to be used only as a reference, will commence from the date of dispatch and we are not responsible for any delays caused by destination customs clearance processes.

We offer the following shipping options:

DESTINATION SERVICE COST DELIVERED
Italy UPS Standard FREE 1-2 Working Days
Italy UPS Express € 12 Next Working Day
Europe Standard 1* UPS Standard FREE 2-3 Working Days
Europe Standard 2* UPS Standard FREE 3-4 Working Days
Europe Standard 3* UPS Standard FREE 4-6 Working Days
UK UPS Standard FREE 3-4 Working Days
Europe Express 1* UPS Express € 25 Next Working Day
Europe Express 2* UPS Express € 48 Next Working Day
UK UPS Express £ 22 Next Working Day
Russian Federation DHL Express € 44 1-2 weeks
International (Rest of the World) UPS, DHL Express € 35-55 2-3 Working Days

 

*= See list below

**=All main destinations

 

Europe Standard 1 Europe Standard 2 Europe Standard 3 Europe Express 1 Europe Express 2
Austria Denmark Andorra Andorra Bulgaria
Belgium Eire Bulgaria Austria Cyprus
Czech Republic Poland Belgium Czech Republic
Slovakia Estonia Denmark Estonia
Germany Spain Finland Eire Hungary
Luxemburg   Greece Finland Latvia
Monaco   Hungary France Lithuania
Netherlands   Latvia Germany Malta
Slovenia   Liechtenstein Greece Poland
Switzerland   Lithuania Liechtenstein Romania
Norway   Romania Luxemburg Slovakia
    Portugal Monaco Slovenia
    Sweden Netherlands  
      Norway  
      Portugal  
      Spain  
      Sweden  
      Switzerland  

Deliveries to Italy and France with Cash on Delivery

Due to recent changes of internal laws, Cash on Delivery payments for deliveries in Italy cannot exceed €2.999,99; as for deliveries to France the total amount of the order cannot exceed €750,00.

Deliveries to Russia

Due to the customs policies, some Russian regions may have order amount limitations for parcels from abroad.
- Restrictions are not applicable for Moscow, Moscow region cities, St. Petersburg, Kaliningrad, Kazan, Krasnodar, Rostov on Don, Khabarovsk, Murmansk, Samara, Togliatti and other bigger cities;
- For cities like Volgograd, Bryansk, Kaluga, Yaroslavl, Stavropol, Sochi, the value of goods purchased can't exceed 1000 euro per month;
- For certain smaller cities, the limit is 200 euro per order.
If you are not sure whether your city is under restrictions, our Customer Service team will be happy to inform you.

San Marino and Vatican City

Available shipping options are the same as in Italy

Shipments to Israel (Gaza)

All orders to Israel (Gaza) are temporarily suspended. To ensure that you still receive your package, please select an alternative shipping address.


Important Delivery Information

We recommend that you consider the following information:

  • > All orders require a signature upon receipt,
  • > We are unable to redirect orders once items have been dispatched, so please ensure there is someone who can sign for your order at the specified shipping address,
  • > UPS/DHL does not deliver to P.O. Boxes or use General Delivery.
  • > If UPS/DHL does not find anyone at the indicated address, it will try to deliver the package two more times, leaving a card with instructions on each occasion.

 

When do we deliver?

Our Online Store ships worldwide with UPS, delivering 9am-5pm, Monday to Friday.

UPS/DHL does not deliver on festive or pre-festive days.


Free Shipping

From time to time, we run free shipping promotions. To be notified by email, simply sign up here. Please note that free shipping promotions will be applied to your order at checkout.

In the event that you need to return an item that you bought during a free shipping promotion, we will not refund the outbound shipping costs (since this was free) and you will be charged a return shipping fee as usual.


First Time Orders

For your security, please be aware that first-time orders can only be shipped to the cardholder's billing address or a corporate work address which we are able to verify independently. To avoid delays to your order, please ensure that your billing address matches the address on your card statement, and that the cardholder's name is written as it appears on the card. Please also ensure that your contact details are filled in accurately, so that we can contact you if necessary.


Insurance

We insure each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package.


Tracking your Order

You can check the current status of your shipment by signing into your account and visiting the 'Orders' section.


Taxes and Duties

To ensure that the most accurate pricing and delivery costs are displayed whilst browsing our site, we recommend that you use the first link in the footer, at the bottom of our website and select your country from the list of shipping destinations. Local VAT will be applied for all EU destinations and the UK.

Most countries are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the product price.

The following countries are shipped to on a DDP (Delivery Duty Paid) basis:

Austria
Belgium
Bulgaria
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Ireland
Italy
Japan
Latvia

Lithuania
Luxembourg
Malta
Netherlands
Norway
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden
Switzerland
United Kingdom
United States


If a DDU (Delivery Duty Unpaid) destination is selected, product prices displayed are exclusive of all taxes and duties, as well as EU/UK VAT. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to and payment of these is necessary to release your order from customs on arrival.

As we are unable to advise the amount this may be, we invite our customers to verify local taxes and duties before placing an order. Our Online Store ships worldwide with UPS (DHL - for shipping to Russia) and the shipping costs are already included in the final amount of your order. However, as international courier for your order, UPS (DHL - for Russia) may present you with a separate invoice from local authorities for duties owed.

Please note that Russia is a DDU destination. You can find information about Russian custom duties on the Russian Federal Customs Service official website by clicking here.