FAQ - FREQUENTLY ASKED QUESTIONS

FAQ - Frequently Asked Questions

RETURNS

  • Can I make a return?
  • Yes, certainly. Each item purchased on our site can be returned by following the simple rules in the "Returns" section
  • How long do I have to request/make a return?
  • You have 15 days from receipt of the package to request/make a return.
  • Do I have to pay anything to make a return?
  • Yes, the only cost of the return shipment is paid by the buyer. Only in the event that the item is faulty or that an incorrect item has been shipped, the return shipment is at our expense.
  • How do you make a return?
  • Requesting a return is very simple, just go to the returns section of our online site, once the page is open there will be a button that says "REQUEST RETURN", once pressed you will be asked to enter your e-mail and phone number. order, once this is done, simply locate the order and proceed with the return request.
  • How should I return the items to be returned?
  • The items to be returned must not have been worn, they must be exactly as they were shipped, the packaging and the guarantee seal must be intact, as well as any crutches or packaging of the product.
  • Do I have to respect any rules to make a return?
  • Do not remove or damage the warranty seal, the product must not have been used, the items must be intact and in the same condition in which they were received. Furthermore, the 15 days following the receipt of the order, allowed for the return request, must not be exceeded. The original packaging is part of the item (envelopes, crutches, boxes), so if you do not present the return, it will not be accepted.

SHIPMENTS

  • How much is shipping?
  • Shipments to Italy, San Marino and Vatican City are FREE for orders over 100€, equal to 8€ for lower costs. To find out the shipping costs for all other countries, just set the correct destination country for the shipment and view the relative costs. Each country will have its own shipping cost and for all countries shipping will be free when a purchase threshold is exceeded.
  • How long does it take you to ship?
  • The shipment of the order usually takes place within 24 hours. Orders placed on public holidays will be processed on the first working day following the order.
  • What couriers do you use?
  • FedEx, UPS, DHL for international shipments, GLS for shipments in Italy. In some countries, Poste Italiane could also be used.
  • Can I check if my shipment is on the way?
  • To check the status of the shipment, just use the tracking code that will be provided by e-mail when the order is processed.
  • How soon will my order be delivered?
  • Deliveries usually take:
    • - 2/4 working days for shipments to Italy
    • - 5/7 working days in Europe
    • - 3/8 working days in the rest of the world.
  • Are the shipments free?
  • Shipments are free upon exceeding a minimum threshold which varies according to the country. In Italy, for example, free shipping occurs for orders over € 100. To find out the minimum order threshold relating to the country, the country of delivery must be set at the top of the page.

COUPONS/DISCOUNT CODES

  • If I have a Coupon or Discount Code where should I enter it?
  • The coupon codes must be entered in the shopping cart page of the site and must be implemented by clicking on the appropriate "APPLY" button. In this way it will be possible to view the updated order total and the amount of the discount received.
  • Can I also use it on already discounted items?
  • Some coupons are also valid on sale items, while others can only be used on full price items.
  • I try to enter a Coupon but it doesn't work, why?
  • If the coupon entered does not generate a discount, it could be that you are entering an expired or invalid coupon code on the item added to the cart.

PRICES

  • Are the website prices inclusive of taxes?
  • The prices displayed on the site already include VAT (for countries of the European community). In the event that the shipment takes place in a non-EU country, there may be any customs costs to be paid by the customer. These must be paid to the courier upon delivery.
  • In which currencies can I see the prices?
  • By setting the shipping country at the top of the page the prices will be updated according to the country and will be shown in the correct currency.
  • Depending on the country, the various prices of the items on our site will be displayed in one of the following currencies: Euro (EUR), Dollar (USD), Pound (GBP) and Yen (JPY).

PAYMENTS

  • What types of payment do you accept?
  • We accept various payment methods, namely: PayPal, Credit Card, Bank Transfer, it is also possible to pay by cash on delivery (only in Italy) with a supplement of 5 euros.
  • Can I pay by cash on delivery?
  • Yes, of course it is possible to pay cash on delivery by paying a supplement of 5 euros only in Italy.

ACQUISITIONS

  • What do I have to do to make a purchase?
  • Once the product you intend to purchase has been selected, it will be moved to the cart, after which you will be asked to proceed with the order. You can choose whether to register on the site or continue with the purchase without registering. You will be asked for general customer information and the payment method you intend to adopt. After entering the various information and the payment method, everything will be ready for the purchase of the desired item.
  • Can I make a purchase without registering?
  • Yes, it is possible to decide whether to make a purchase either by registering or without registering on the site.
  • Do you have an assistance service?
  • Of course, our "Customer Service" is available from Monday to Friday from 9.00 to 13.00 and from 16.00 to 19.00 and can be contacted:
    • Phone +39 0299775500
    • e-mail shop@scaglioneischia.com
    • through Facebook, Messenger and Instagram.
  • Can I order by phone?
  • Yes, our "Customer Service" is at your complete disposal for any doubts and to help the customer at every stage of the purchase.
  • Can I cancel or change an order?
  • Yes, it is possible to both cancel and modify an order in the event that the package has not yet been entrusted to the courier.
  • Can I have an electronic invoice?
  • Yes, it is possible to request an electronic invoice at the time of the order by indicating the data necessary for filling it in the "NOTES" field. If the request is made after the preparation of the order, it will no longer be possible to issue an invoice.

PRODUCTS

  • Are the articles on the site original?
  • All the products on our online site are original.
  • Do you only have new items or also second-hand items?
  • All our items are new, none of the products are second hand.

TAXES AND DUTIES

  • Do I have to calculate extra taxes?
  • If the shipment to be made is within the European Community there are no customs duties, if instead the shipment to be made is to a non-European country, at the time of delivery, any customs duties and costs may be present which are charged to the customer .
  • If the shipment is outside the European community who pays the customs duties?
  • In the event that the shipment is to be made outside the European community, any duties and customs costs are charged to the customer.
  • If I make a return, do I have to pay taxes?
  • In the event of a return, the return shipment is the responsibility of the customer. If the return comes from a non-EU country, there may be any duties and customs costs for importation into Italy. These costs will be charged to the customer. In the event of a refund, they could be deducted from the refunded amount.

ACCOUNTS

  • How do I create an account?
  • Creating an account is very simple, you will need to go to the home page of our site, at the top right you will find the "REGISTER" section, at this point just enter your personal data and continue with the registration.
  • Do I have to create a personal password?
  • Yes, you will be asked to create a personal password.
  • If I forget my password what should I do?
  • If you forget your password, just go to the "LOG-IN" section (it is present on the site's Home Page), enter your e-mail address and click on "RECOVER".
  • What do I see in my personal area?
  • All the personal data and all the orders and returns made are present in the customer's personal area.

NEWSLETTER

  • How can I register for your newsletter?
  • On the Home Page of the site, at the bottom there is a banner with the words "SUBSCRIBE TO THE NEWSLETTER", after clicking on it you will be asked for your e-mail address, country and personal data. Once the request has been completed, it will be possible to take advantage of the Coupons that we periodically make available.
  • How can I unsubscribe from your newsletter?
  • In every Newsletter there is a link for unsubscribing. Or you can send us the cancellation request by e-mail.