Frequently asked questions

Customer Service
How can I contact customer service?

If you can’t find the answer in the FAQ, you can contact us:

● Contact us by phone from Italy at 800 959 310 or from abroad at +39 0307751464.

● Open a ticket by e-mailing

Our Customer Service Department operates Monday through Friday with continuous hours 09:00-17:00 (except holidays).

Due to the high number of requests, waiting times to receive a response may be longer at certain times of the year. Thank you for your understanding.

I’m having trouble contacting your Customer Service Department by phone. Why?

Our Customer Service Department strives to respond to the greatest number of phone calls it receives each day. Should you continue to have difficulty contacting us by phone due to the high number of requests, please note that you can open a ticket by e-mailing

I’m not getting a response to the ticket. What should I do?

If you have already submitted your request and you have received your ticket number via automated email, we confirm that you will receive feedback as soon as possible, within 24-48 business hours. We ask you not to send further reminders so that we can handle requests better and faster.

Is it possible to change the products of an already confirmed order?

No, unfortunately, once the order is confirmed, no changes can be made.

Is it possible to change the address of an order that has not yet shipped?

Certainly, you can communicate your new address to our Customer Service, that will correct it or forward the disposition to the courier.

How can I cancel my order?

You need to communicate it to our Customer Service Department, either by phone or e-mail. If the order is found to be in preparation, cancellation will not be possible.

I received a damaged product. What should I do?

Please take photographs of the products that you received damaged, and of the box that contained them.

Don’t throw them away before the resolution of the case. Photographs must be sent to our Customer Service so it can proceed with opening an anomaly file and offer you either reshipment of the product or a refund.

I received my order but one product is missing. What should I do?

It is essential to take photos of the box that contained the order. Don’t throw it away before the resolution of the case. Photographs must be sent to our Customer Service, specifying whether the box was damaged and/or not intact, so that it can proceed with opening an anomaly file and contacting the concerned courier. No anomaly files may be opened without photographs.

The product I received is different from what I saw on the website. What can I do?

You can open a support ticket with our Customer Service, by indicating the order number, the product, and attaching some photographs of the product you received.

All of this will allow us to make the appropriate checks and solve the problem as quickly as possible.

What payment methods can I use to make my online purchase?

For your online purchase you can pay with the following methods:

● MasterCard, Visa, Maestro and PostePay credit cards

● Advanced bank transfer

Why can’t I pay by credit card?

If your credit card payment fails, we suggest you check the following:

● you do not have the 3D Secure Code and/or Key6 code issued by your bank for online transactions;

● you may have reached your monthly spending limit or not have sufficient credit;

● you may not be authorized to make online transactions with PostePay so you would need to contact your post office;

● you session may have expired;

In any case, we suggest contacting your credit institution so that they can resolve the issue you are experiencing.

What should I do if I chose to pay via bank transfer?

If you have chosen to pay by bank transfer, set it up at the coordinates you will receive in your order confirmation e-mail. The payment must be issued no later than 6 (six) days from the date of the order, otherwise it will be canceled without possibility of restoration. Your bank transfer will be viewed within the next 3 (three) business days.

What is the shipping cost?

Shipping charges, if any, are identified at your CHECK-OUT as “shipping cost”.

How can I track the shipping?

As soon as the order is assigned to the courier, you will receive an e-mail containing the link with your tracking information.

Tracking will be visible from 11 p.m. on the day the notice is received, so that the courier can physically take charge of the shipment and reroute it to the subsidiary responsible for the delivery. Remember that this link can be viewed directly in your order history by selecting the order in question and clicking on the shipping icon.

What should I do if I have not received my order?

As a first step, we recommend checking the tracking. Any anomaly regarding the shipment is indicated in the tracking: absent consignee, unknown address, delivery failure. Based on the signaled event you are invited to contact our Customer Service, providing the new arrangements and/or address updates.

If I click on the tracking received an error message appears. What does it mean?

If opening the tracking you receive an error message, it means that the package was correctly assigned to the courier, but the courier has yet to take it over and reroute it to the subsidiary responsible for the delivery. Wait a few hours, or the next day, and try again.

What time slot does the delivery take place in?

Delivery times vary from 9 a.m. to 7 p.m., Monday to Friday, excluding holidays. Remember that you will be able to view the movements of the package through tracking and you will see when it is “made ready for delivery”. The courier always tries to meet the times entered in the tracking, barring unforeseen circumstances.

My delivery is delayed: what should I do?

As previously indicated, unfortunately, unforeseen circumstances may sometimes occur due to force majeure that may delay delivery, such as bad weather, traffic accidents, strikes or high shipment load, etc. Tracking is updated in real time: we suggest you check it continuously.

Why didn’t you ship on the same day?

Timelines for order fulfillment are approximative and may be delayed due to technical/logistical needs. If you have purchased a product that says “same-day shipping” with a credit card, there may be delays due to checks made by credit card issuers and credit card companies.

Can I decide the time of delivery?

The shippers we rely on do not deliver by appointment and do not offer on-call service; it is therefore not possible to give an exact time for delivery.

What is the timeline for delivery?

Indications of delivery timelines may vary depending on the chosen courier. It may vary from 3 to 5 business days. We suggest you check the Shipping page for the timeline of each courier company.

Is it possible to change the delivery address of an already shipped order?

You can contact our Customer Service Department and communicate the address to which to divert the shipment already entrusted to the courier. Remember to specify any name variations and whether it is a private residence or a business.

The timing of courier pickup may not arrive on time and delivery may be to the first delivery address provided. For this reason, delivery to the new address unfortunately cannot be guaranteed.

How do I create an account on the website?

Click on Sign in at the top right of the homepage and then on Create an Account. Remember to read the Terms of Sale and Privacy Policy.

How can I edit my information?

You can edit your information, except for the country, in the Your Information section and confirm them by clicking on Confirm Change. Changes will not be applied to orders already placed and completed.

I forgot my password. How can I reset it?

To reset your account’s password click on “Forgot your password?” in the Sign in section. On the following page you will be asked to enter the e-mail address you used when registering, at which in a few minutes you will receive the procedure for resetting your password.

I want to delete my account. How should I proceed?

To delete your account, you must submit your explicit request to our Customer Service by emailing Please note that the request must come from the e-mail address you used to register on the website.

I am not satisfied with my order and I would like to return it. What should I do?

If you have changed your mind about your order, no problem! You must explicitly communicate it, by sending an e-mail to including your order number and your intention of returning one or more items. Your communication must be sent no later than fourteen (14) days from the day you received the items. You will receive a confirmation with the instructions so that you can proceed with shipment, which must take place within the next fourteen (14) days through a courier of your choice. For further information we suggest visiting our Returns and Refunds section.

Why are some prices in green?

The color green determines the products on offer, to which a discount has already been applied. Any active discount codes cannot be applied to these products.

Do discount codes have an expiration date?

Yes, all discount codes expire. You can check the expiration date in the newsletter you received.

Why can’t I apply a discount code?

If the discount code can’t be applied, check that you are using it on the correct category of products and that these products are not already on offer.

How can I give away a gift card?

To give away a gift card you need to contact our Customer Service, who will provide you with instructions on how to proceed.

Does the gift card have an expiration date?

The gift card is valid for six months.

Do I need to use the gift card in one order?

No, if the event that the full amount of the gift card is not used in the purchase it would be scaled down in subsequent orders until it is used up.