Q: Do I have to create an account to order from paolofiorillo.com?
A: Yes. Creating an account allows you to save your personal information and other preferences for future purchases, making everything quicker and more convenient.
Q: I just made a purchase. When will I receive my order?
A: Barring unforeseen circumstances, all orders are processed within 24 hours. Orders received on weekends are shipped the following (working) Monday. As shipping companies, we use DHL, TNT or UPS Express, which grant us superb service and tracking numbers for your package. Orders in Italy are usually delivered within 2-3 working days, while shipping to any foreign country usually takes 4-5 working days. Orders for Russia are shipped with Poste Italiane, our national state courier, and delivered usually within 15 days. Also in this case, the tracking number will be provided.
Q: I am not in the European Union. Do I have to pay IVA (the Italian VAT) ?
A: Our website automatically modifies prices (with IVA or without IVA) according to the country of destination. If the order is shipped to a country of the EEC (EU), prices will include Italian IVA (22%) and there will be no other hidden costs during delivery. If instead, the country of destination does not belong to EEC (EU), our website deducts IVA from the final price. Normally, the Customs Agency from the country of destination will then apply local taxes and duties on the declared value, which will then get paid by the recipient at the moment of delivery.
Q: Where is my order receipt?
A: You should have received a copy of your order receipt at the email address used to place the order. Check your "spam" folder to see if it was accidentally delivered there. In alternative, log in your acount and visit your order history.
Q: What is your return/exchange policy?
A: You can return or exchange a product for any reason within 15 days of receiving your order. Returns will be accepted only if items are unused, undamaged and still present the original brand labels attached. Please visit our "Refunds & Returns" section on the bottom of our website for more information.
Q: Do I have to pay shipping fees again if I return of exchange an item?
A: Yes. As on any other marketplace, you are responsible for the costs of returning or exchanging an item to us because of size, fit, color, or other personal preferences. Customs costs may apply for countries not in the EEC (EU).
Q: Are the products covered by warranty? How long does it last?
A: Yes. All designers offer a warranty period, which is variable. In general, damage caused by a defect in the manufacturing process is covered under the designer's warranty, while damage caused by the wearer/final consumer is not obviously covered. Products covered under the warranty can only be replaced or repaired, not refunded.
For any other questions you can chat LIVE with us! Just open the Facebook Messenger app, then go to "People" tab and click on "Scan Code". Direct your phone's camera to the QR code below and we're ready to go!
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