Shipping

How can I check my order?

If you are a registered user, log in to your account and view the order details directly in your personal area.

If you checked out as a guest, you can check your order status by clicking “Check order” and entering your order number and the email address used for the purchase.

When will my order be shipped?

Orders are generally prepared and handed over to the courier within 24-72 hours of receiving the order. During peak periods, a little more time may be required.

How much does shipping cost?

Shipping costs depend on the delivery country and the service selected. The table below shows the rates available for each destination.

The “Free Shipping From” column shows the order value from which free shipping applies for that destination.

Before confirming your purchase, you will always see the actual shipping cost applied to your order at checkout.

How long does delivery take?

Delivery times depend on the country and the service selected. At checkout you will see an estimated delivery time for your order.

How can I track my shipment?

When your parcel leaves the warehouse, you will receive an email with the tracking link. If you have an account, you can also check the order status from your personal area.

Can I change the delivery address?

Yes, but only until the order enters processing. Contact Customer Service as soon as possible: if preparation has not yet started, we will do our best to update the delivery address. Once order preparation has started, it can no longer be changed.

What should I do if tracking says “delivered” but I have not received the parcel?

First check that the parcel has not been accepted by an authorised person or neighbour, or left in a safe place indicated by the courier. If you cannot locate it, contact Customer Service within 14 days of the delivery date shown so that we can promptly investigate with the courier.

What should I do if the parcel is damaged and/or items are missing?

First check that any missing items are actually listed as included in the shipment received. If they are shown as shipped but are not in the parcel, or if the parcel is damaged, contact Customer Service within 14 days of delivery so that we can carry out the necessary checks.

What happens if the parcel is returned to sender?

If the courier is unable to deliver the order and the parcel is returned to our warehouse, we will inspect the products received. After the check, we will issue a refund of the full amount due for the order according to the applicable refund timing.

Are duties and taxes included?

It depends on the delivery country. Before completing your purchase, any duties and taxes applicable to your order will always be shown at checkout.

Why can't a product be shipped to my country?

Some products may be subject to sales or import restrictions under the laws of the selected country. In these cases, the product will not be visible or available for purchase on the site in the country where its sale is not permitted.

Click & Collect

Can I collect my order in store?

Yes. Click & Collect is free of charge and is available in Italy at the eligible stores shown during checkout.

How does it work?

Your order is prepared at our central warehouse and then sent to the store you selected. You will receive a notification as soon as it is ready for collection.

Please always wait for the collection confirmation before going to the store.

How long does it take?

Allow the usual 24-72 hours for order preparation, plus the time required to transfer the order to the selected store.