Frequently Asked Questions

What is the status of my order?
You can check the status of your order directly from your account or from the dedicated section if you placed the order as an unregistered customer:
Order in process: the order is still being prepared at our warehouse.
Order Shipped: the order has been picked up by the courier and is in transit to its destination.
Order Cancelled: the order has been cancelled.

Can I cancel an order?
It is possible to cancel an order, before it has been shipped, by contacting Customer Service directly at +39 3514117311 or via email at: assistenzaclientimyem@gmail.com
Once the order is cancelled, a refund will be processed.

Can I modify an order?
It is not possible to modify your order. It is possible to completely cancel an order while it is still being processed.
To check if it is still possible to cancel your order, please contact our Customer Service at +39 3514117311 or via email at: assistenzaclientimyem@gmail.com

When will my order be shipped?
Logistics usually prepares your order for shipment within 1-2 business days after purchase.
Timelines may vary based on the daily influx of orders.

When will my order be delivered?
Your order will be prepared by our warehouse in 1-2 business days and then handed over to the courier. Subsequently, another 1-2 business days are estimated for the courier to deliver the package to the address you provided. Please note that external factors such as postal or courier delays, logistical problems, adverse weather conditions, or the inability to access the specified address, may affect the punctuality of delivery.
The courier delivers on business days (excluding, therefore, Saturdays, Sundays, and local or national holidays) from 9:00 AM to 6:00 PM.
Once the order has been placed, it will no longer be possible to change the shipping address.
Any import customs duties will be borne by the recipient. Therefore, the Customer is invited to contact the customs authorities of their country in advance to check the costs and any import limits.

What happens if the courier does not find me at home at the time of delivery?
In the event of a missed delivery, the courier leaves a notice of passage on the intercom/in the mailbox, notifying the recipient of the attempted delivery. A second attempt is automatically rescheduled for the next business day. If the recipient is still absent, the shipment is held at the local branch for 5 business days. If not collected within this timeframe, the package is automatically returned to logistics.

What to check upon delivery?
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, including the sealing materials (adhesive tape or metal straps);
- any damage to the packaging and/or the product or any discrepancy in the number of packages or indications, must be noted immediately.
- any problems concerning the physical integrity, correspondence, or completeness of the received products must be reported within 14 days of delivery, according to the procedures set out in this document.

What is the European PSD2 Directive?
As of 28 December 2020, online payments are even more secure thanks to the new European PSD2 regulation, which 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 online payments, and you may be asked to confirm your identity via SMS, email or TouchID.
We recommend that you contact your bank to ensure that they have your correct contact details in case you are required to use SMS or email for 3D Secure authentication.
If you have any questions, please contact our Customer Care.

What payment methods are accepted?
You can choose from the following payment methods:

CARD PAYMENTS
You can choose to pay for your order by credit or debit card. Accepted credit cards are: VISA, MASTERCARD, AMEX, Union Pay.
We also accept payments via POSTEPAY and all top-up cards operating within the VISA ELECTRON circuit.

PAYPAL PAYMENTS
Paypal is an absolutely secure online payment method that allows you to pay for your order by accessing your account directly.
The data relating to your account and your credit card linked to your account are managed directly by Paypal, which will send you an email notification after the payment has been made.

CASH ON DELIVERY (Italy only)
Payment must be made exclusively in cash at the time of delivery of the purchased products.
Cash on delivery incurs an additional charge of Euro 5 to the customer for collection costs. Cash on delivery can only be made for purchases of less than Euro 999.99

KLARNA PAYMENTS
Klarna offers an innovative, fully digital payment service. When you choose Klarna at checkout, you'll have the option to buy now and pay later. It's easy and safe to use. This payment method allows you to pay for the product in convenient installments at no additional cost.

We hope you are satisfied with the products you ordered!
The goods must be returned in their original condition, with the security tag intact, complete with all their parts and in their original packaging (bags and boxes), kept and possibly used only for the time strictly necessary to establish and verify their nature, characteristics and size, with normal diligence, without any signs of wear or dirt, taking care not to leave traces of make-up and/or fragrances, in compliance with the conditions listed below:
- the right of withdrawal may apply to the purchased product in its entirety; it is not possible to exercise the right of withdrawal on only part of the purchased product (e.g.: accessories, complements, etc...);
- for the withdrawal to be possible, the product must be intact, clean, odorless, with the security tag intact and returned in its original packaging, complete in all its parts (including packaging and any documentation and accessory equipment: labels, tags, seals, etc...);
- The right of withdrawal cannot apply to products that the customer has requested to be customized.

How do I request a return?
You can return a product within 14 calendar days from the delivery date. Click here for more information.