Shipping

How can I check the status of my order?

Once your order has been shipped, you will receive a confirmation email with all the details and the tracking number, so you can check the status of your delivery at any time.

What are the delivery times?

Delivery within the EU takes 3-4 working days. For deliveries to Switzerland and outside the EU, we estimate a maximum of 14 working days. Please note that external factors such as postal or courier delays, logistical issues, adverse weather conditions, or the inaccessibility of the specified delivery address may cause delivery delays.

What happens if I am not at home when my order arrives?

If you are not home at the time of delivery, the courier will usually make another delivery attempt. If the package still cannot be delivered, it will either be held at a pickup location or returned to us, depending on the shipping provider. In either case, please contact our Customer Service team at [email protected]. We will be happy to assist you.

I have received my parcel, but one or more items are missing. 

We always strive to ship all items in an order together in one package. In some cases, however, an order may be split into multiple shipments due to logistical processes or different shipping locations. If this happens, you will receive a separate shipping confirmation and tracking link for each package. Please note that the packages may not be delivered on the same day. Thank you for your understanding.

Order

I received a damaged item, what should I do?

If you have received a damaged item, please send us an email with your order details and a photo of the item to [email protected].

Can I change my order after it has been placed?

If you would like to make changes to your order, please contact our customer service team directly (via email: [email protected] or phone: +390471633022). If your order has not yet been processed and prepared for shipment, we will be happy to make the changes for you.

Returns and Refunds

How do I get my return label?

You can download the return label in just a few clicks via your customer account. Here you will find more detailed information about returns and step-by-step instructions for downloading your return label.

I received multiple parcels. What now?

All items can be returned in a single package.

Can I exchange an item?

Unfortunately, direct exchanges are not possible. If an item does not fit or does not meet your expectations, please return it to us following our returns process. Once we have received and processed your return, a refund will be issued to the original payment method used for the purchase. You can place a new order for the desired item at any time through our online store.

How long does it take to receive my refund?

As soon as your return arrives at our central warehouse in Bolzano (Italy), we will check its condition and process the return within 15 days. The refund will then be issued automatically via the payment method used at the time of purchase, minus the shipping costs.

Can I return items from outside Europe?

Unfortunately, due to logistical reasons, we are currently unable to accept returns for orders placed from outside Europe. We recommend that you carefully check our size and product descriptions to ensure you are happy with your selection. If you need further assistance, our customer service team ([email protected]) will be happy to help.

Payment

Invite a friend

WHow can I invite friends?

Invite your friends and you’ll both benefit from a 10% discount. To do this, go to the ‘Refer friends’ section in your customer account: there, you can easily share your personal invitation link with your friends.

What happens when my friend places an order?

Your friend will receive a 10% discount directly via your invitation link. As soon as they have successfully completed their order, you will also receive a 10% voucher.

When will I receive my voucher?

Your personal voucher will be sent to you automatically by email one day after your referred friend has completed their order.

Where can I find an overview of my invitations? 

In your customer account, you can keep track of all your friends’ orders and the corresponding voucher codes at any time.