Frequently asked questions
What are the delivery times and costs?
Items are usually delivered within 12 working days and the shipping cost is 30 AUD for orders worth less than 450 AUD. Shipping is free for all orders worth more than 450 AUD.
The products are delivered by the courier from Monday to Friday during office hours. Dispatches and deliveries are not made on Saturdays, Sundays or national holidays.
Always choose an address where someone is available to collect the package. If you prefer to receive your order at the office or at a reception, please also indicate the name of the contact person.
On this site returns are also always free. You can find more information in the "Returns" section.
What happens if I am not at home when the courier arrives?
The courier will leave a note with contact details. You can contact the courier to find out if a further attempt at delivery will be made or if the order will be deposited at a collection point (access point).
Otherwise, after a few days the package will be sent back to our warehouse and you will be refunded.
How can I check the delivery status?
In the order confirmation email there is the Tracking Number - a code that allows you to track the package in real time on the courier website.
If you are a registered user, you can follow your order directly from the "My Orders" section.
Which Countries do you ship to?
We deliver to Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, India, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Norway, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom and United States.
Are there any addresses you cannot ship to?
We cannot deliver to post office boxes or "hold mail" services.
We do not deliver in the following areas: Campione d'Italia Lugano Lake, Livigno, Azores, Madeira, French Overseas Departments, Canary Islands, Channel Islands, Gibraltar, Andorra, Balearic Islands, Ceuta, Melilla, Åland Island, Vatican City and San Marino.
Can I place an order from the Italian site and have the product delivered to another country?
No, this is not possible, so the order will not be processed.
Can I return any product, even if I only changed my mind?
You have 14 days from when your order was delivered to request a return, whatever the reason. You may return items via courier. The following FAQs will provide all the necessary details.
The product must be returned in exactly the same condition in which you received it: unworn, unwashed, not modified in any way and with all of its tags and accessories.
Can I return products from different orders within the same package?
No, for each order you must start a separate return/exchange procedure with separate packages.
Can I change the size or color of a product?
Sorry, but you cannot currently request changes. If you need to change the size or colour, you can return the products for free and make a new purchase.
I am a Registered User: how can I return a product?
You have 14 days after receiving the order to request a return and an additional 14 days to return the products. The procedure is quick and easy and delivery is completely free.
As a Registered User you can send us your return request directly from your My Account:
- Go to your profile page
- Go to the "My Orders" section, select the order that contains the product you want to return and click on "Request Return"
- You will receive an email with the label to print and apply to the package, the tracking number to track the delivery and the telephone number of the courier
- Be sure to protect the products by choosing a box of an appropriate size
- Arrange the collection of the package with the courier: call the phone number provided in the email or go to the website. Make sure that no more than 14 days have passed since you requested to return the item.
It is not possible to use the same returns label for more than one package.
N.B. If you decide to return products from the same order at different times, you must start a separate return procedure for each request and comply with the instructions provided herein in each case.
As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks. If successful, we will send you an email to confirm your return and refund. After a few days you will be able to check if you have been credited with the refund.
Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs.
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