FAQs

Frequently Asked Questions (FAQ)

1. Shipping

Do you offer free shipping?

Yes. Orders over €100 qualify for free shipping within Italy.
Orders under €100 have a €9.99 shipping fee.

Do you ship internationally?

Yes, we ship worldwide.
International shipping costs €24.99.

How long does shipping take?

Italy: 2–5 business days
International: 5–12 business days
Processing time: 1–2 business days after payment.

Which courier do you use?

We ship with express couriers. The specific courier may vary based on the destination.

2. Tracking Your Order

How can I track my order?

After your order ships, you'll receive an email with a tracking number and a link to follow the shipment.

I didn't receive my tracking number. What should I do?

Check your spam or junk folder
Verify you entered the correct email
If not found, contact us at dierychh@gmail.com

My tracking isn’t updating. Is that normal?

Yes. Tracking updates may take 24–48 hours to appear, especially during weekends or holidays.

Tracking says “delivered” but I didn’t receive anything.

Please:

Check with neighbors or building reception
Look around your property
Contact the courier
If still unresolved, email us within 48 hours at dierychh@gmail.com

3. Returns & Refunds

What is your return policy?

You can request a return within 14 days of delivery.

What conditions must items meet to be returned?

Items must be:

Unused
Unworn
Unwashed
In the original packaging

Are any items non-returnable?

Yes:

Gift cards
Discounted items
Final sale items
Products showing wear or damage

Who pays for return shipping?

Return shipping costs are the customer’s responsibility, unless the item arrived damaged or incorrect.

When do I get my refund?

After receiving and inspecting your return, refunds are processed within 5–10 business days to your original payment method.
Original shipping fees are non-refundable.

Do you offer exchanges?

Not directly.
Please request a return and place a new order.

What if my item arrives damaged or incorrect?

4. Orders

Can I change or cancel my order?

Orders can be changed or canceled only before shipping.
Email us immediately at dierychh@gmail.com.

What happens if I enter the wrong address?

Customers are responsible for providing the correct address.
If the package is returned to us, a new shipping fee will be required to resend it.

5. Payments

What payment methods do you accept?

All major payment methods supported by Shopify, including credit/debit cards and other local payment options.

Are my payments secure?

Yes. Payments are processed through secure encrypted systems provided by Shopify.

6. Products

Are product colors exact?

We do our best to display colors accurately, but variations may occur based on screen settings.

Are items limited in quantity?

Some products may be available in limited quantities and can sell out.

7. Contact

If you need help with anything, email us at:
📧 dierychh@gmail.com