Problems with your order

Where is my order?

You can check the status of your order by accessing your Account and consulting the section on your placed orders. Once the package is handed over to the courier, you will receive a tracking code to monitor the shipment status. We recommend keeping an eye on this code to be present at the delivery or to report any anomalies. If you notice unusual updates in the tracking code, please contact us immediately so we can open a report with the courier.

Received a damaged package?

If you receive a damaged package, we kindly ask you to "sign with a reserve". Our products are carefully packaged, but unfortunately, damages may occur during transport. Please check all shipments at the time of delivery, and if you notice external damages to the package, kindly inform our customer service immediately.

Se ricevi un collo danneggiato, ti invitiamo a firmare con riserva. I nostri prodotti vengono imballati con cura, ma purtroppo, durante il trasporto, possono verificarsi danni. Ti chiediamo di controllare tutte le spedizioni al momento della consegna e, se riscontri danni esterni al pacco, ti preghiamo di informare il nostro servizio clienti immediatamente.

What to do in case of a damaged shipment:

If you notice obvious damages to the package (such as torn or wet cardboard), it is important "sign with a reserve" indicating the reason. This reservation should be noted before signing the receipt. Additionally, we recommend taking photos of the shipment. If the courier refuses to allow you to choose the acceptiong with a reservation, we suggest rejecting the package. If the package is accepted despite the damages, please send us an email with the order number and photos of the damaged package for further evaluation.

Received the wrong product?

If you have received the wrong product by mistake, please contact us immediately by sending an email with your order details and at least one photo of the received product. We will do our best to correct the error as quickly as possible, providing you with instructions on how to proceed.

Received an incomplete order?

If you only receive a part of your order, it may be due to multiple shipments or warehouse availability issues. If you have not been notified or if you do not receive the missing part within 5 working days, please contact us.

Handling Complaints

Our goal is to ensure the utmost satisfaction of our customers, and in case of issues, we will do our best to resolve them. We appreciate your cooperation and understanding and encourage you to contact our customer service to report any problems. It is our priority to resolve the situation as quickly as possible.

How to Report a Complaint or Service Issue

If you encounter any issues during the ordering process, our customer service will be available to assist you. We encourage you to use our contact form to report any problems. Your feedback is valuable to us and will help us improve our services.

For other issues related to site functionality or other matters, please consult the Frequently Asked Questions FAQ page or contact us directly.

Thank you for your cooperation.