Frequently Asked Questions Shipping
I received a wrong product, what can I do?
If you have received a different product than the one you ordered, contact us immediately at email@example.com . We will make sure you get the product you want.
I received a damaged product, what can I do?
If you receive your order in broken, wet or obviously tampered packaging, please do not accept the goods or accept them with reservations .
If you notice the damage later, please check the contents of the package for any damage.
Important: if the package is accepted anyway and the damage is discovered at a later time, please immediately send an email to firstname.lastname@example.org attaching a photo of the package and the damaged products: our team will evaluate the conditions for a refund via voucher.
Attention: we decline any responsibility for damage to the package if the delivery is forwarded to third party couriers.
We ship the goods packaged in recycled brown cardboard boxes. Inside the package, a recycled cardboard scourer is inserted (ideal for composting) to avoid any breakages or damage during transport.
Unfortunately, it may happen that sometimes during the journey there are unforeseen events that cause the package to arrive damaged
I made a mistake completing the order, is it possible to cancel it?
If you made a mistake completing an order, please contact our customer service immediately at email@example.com. We are available to make any type of change on each order as long as it is being processed.
If the package is not packed and shipped, the order will be blocked by customer service so that the desired changes can be made.
In the event that you wish to have one or more products removed from the order, please note that it is not possible to modify an order, we will therefore cancel the incorrect order to subsequently create the correct one.
Is it possible to change the shipping address?
It is possible to change the shipping address on an open order as long as the order has not yet been processed by contacting customer service at firstname.lastname@example.org.
What is a "note" in the order?
During the order process, in the final step before confirmation, there is the possibility of writing an additional note as a message to be delivered to our customer service and warehouse. This additional note is reported as "note". This message will be delivered to our team who will try to accommodate your request.
I placed an order, when can I expect to receive my package ?
Processing an order takes 1 to 2 business days (and orders placed after 11:00 PM are processed the next business day).
Once the package has been prepared you will receive a shipping notification email with a tracking number as soon as your package is delivered to GLS, and in 24/48 the products will be delivered!
Do you also ship internationally?
We currently ship to Italy.
For international shipments contact us at email@example.com
I wasn't at home at the time of delivery, what can I do?
In this case, there are several options: our courier will make a new delivery attempt or notify the collection at the branch indicated by the carrier who was entrusted with the delivery of the package. To locate your package immediately, please consult the package tracking service.
I changed my mind, can I return my order?
You can return items up to 14 days after purchase. To be eligible for a return, the item must be unused, unopened and in the same condition you received it, and be in the original packaging.
How can I track my order? / Where is my order?
All orders are traceable. After placing an order, you will receive a confirmation email with your GLS tracking number. This way you will know where your order is and when it will arrive.