FAQ

From December 28, 2020, online payments are even more protected thanks to the new European PSD2 regulation that introduces new authentication rules. From now on, when you place an order using a card payment, your bank may ask you to confirm your identity using 3D Secure authentication. There are many ways to authenticate payments online and you may be asked to confirm your identity via SMS, email or TouchID. We recommend that you contact your bank to make sure they have your correct contact details in case you are asked to use SMS or email for 3D Secure authentication. If you have any questions, please contact our Customer Care.

It is possible to choose between the following payment methods: CREDIT CARD Once the type of card has been selected, it is necessary to enter the complete number of the credit or prepaid card without spaces, the expiry date, the security code (CVV / CVC) on the back of the card and the name and surname of the cardholder. The accepted credit or debit cards are Visa, Visa Electron, CartaSi, PostePay, Mastercard and American Express. The amount of the order will be blocked on the card and charged only to the invoice of the order. In case of cancellation of the order, the blocked amount will be automatically released. Unblocking times may vary depending on the credit institution issuing the card used. PAYPAL You need to log into your PayPal account to proceed with the payment and validate the shipping address. Based on the customer's choice, the amount will be charged to the credit card linked to the PayPal account or directly to the account balance.

Any import customs fees will be borne by the recipient. The Customer is therefore invited to contact the customs authorities of their country in advance to check the costs and any import limits.

Once your order is shipped, you will receive a confirmation email with all the details and the tracking number, through which you can track the shipment on the www.gls.it

Logistics usually prepares the shipment of your order within 1-2 working days following the purchase. The timing may vary based on the daily flow of orders.

Your order will be prepared from our warehouse in 1-2 working days and will be delivered to the courier. Subsequently, another 2-3 working days are estimated for the delivery of the package by the courier to the address indicated by you. Please consider that external factors such as postal or courier delays, logistical problems, adverse weather conditions or the inability to access the address indicated, may affect the timeliness of delivery. The courier makes deliveries on working days (with the exclusion, therefore, of Saturdays, Sundays and local or national holidays) from 8.30 to 18.30. Once the order has been placed, it will no longer be possible to change the shipping address. Any import customs fees will be borne by the recipient. The Customer is therefore invited to contact the customs authorities of their country in advance to check the costs and any import limits ..

In case of non-delivery, the courier leaves a notice of passage on the intercom / in the mailbox, notifying the recipient of the passage. A second step is automatically rescheduled on the next business day. If the recipient is still absent, the shipment is kept in the local branch for 5 working days. In the absence of collection within this time frame, the package is automatically returned to logistics. In this case, the costs of the new shipment will be charged to the customer.

Upon delivery, the customer is required to check: - that the number of packages delivered corresponds to what is indicated in the transport document; - that the packaging is intact, not damaged, wet or otherwise altered, even in the closing materials; - any damage to the packaging and / or the product or the mismatch in the number of packages or indications, must be immediately detected. - any problems concerning the physical integrity, correspondence or completeness of the products received must be reported within 14 days of delivery, according to the procedures set out in this document.

It is possible to cancel an order, within 12 hours from the confirmation email, by contacting Customer Service directly on 0833 1691773 or by email at: refit.italy@gmail .com Once the order has been canceled, we will proceed with the refund.

It is not possible to change your order. It is possible to completely cancel an order as long as it is still in progress. To check if it is still possible to cancel your order, please contact our Customer Service at 0833 1691773 or by email at: refit.italy@gmail.com .

You can request a return of the product within 14 working days from the delivery date, by contacting customer service. The return is free for Italy. The goods must be returned intact, complete with all its parts and in the original packaging (envelopes and packages), kept and possibly used for the time strictly necessary to establish and verify their nature, characteristics and size, according to normal diligence, without are signs of wear or dirt.

The return is free for Italy and is organized directly by our Customer Service. Once your return request has been approved, you will receive the label by email.

Send an email to Customer Service at refit.italy@gmail.com with subject " RETURN REQUEST ", including the order number, personal and shipping data and the reason for the return. You will receive an email from our Customer Service (within 2 working days) with the return authorization and related information. This email will contain the label, which we ask you to print and apply on the outside of the package, and the internal return data will also be present, which must be printed and placed inside the package. Make sure you check the spam box. The courier will then come to collect the package within 2 working days of sending the labels. Once the package has been received and the quality checks have been completed, Customer Service will communicate the authorization of the refund. This may take a few days, depending on the warehouse workload.

If the conditions of the returned product meet the requirements, you will receive a confirmation e-mail and the refund will be made within 14 days of quality control, on the same payment method used during the purchase.

To submit your return request by default, please contact our Customer Service by email or by phone. You will be asked for your order number and some photos of the product, where the defect is clearly visible.