FAQ – Claims and Insurance

Write or call us. To quickly trace your order and track it, kindly have your order or shipment number handy. We will trace the reason for the missed pickup and reschedule it for the first available day. Alternatively, we may cancel your scheduled appointment and refund your payment.

Yes, you can do it. You just need to pack the package carefully, read the guide how to pack a package properly. The package should also be labeled with suitable stickers on all sides so that it is immediately visible that the package needs to be handled with care. We also recommend that you adhere to the list of prohibited items.

Transportation of goods within Italy has no restrictions. For shipments abroad, the country’s prohibitions and required quantity limits must be followed. Limits and prohibitions mainly refer to alcohol, cigarettes and tobacco, fuels, medicines and other products.

Please remember that the shipper is responsible for the contents. Even if the import of goods is allowed in the relevant country, it must still be reported to the shipper at customs. For deliveries abroad, Customs Control may require a Transportation Protocol, in which case we contact the shipper and, upon presentation of documents, the shipment will either continue or be returned to the shipper.

We also recommend that you adhere to the list of prohibited items. Shipments containing items included on that list cannot be shipped

Yes, it is possible to insure it. Most carriers insure shipments up to a certain value. This insurance is already included in the shipping costs.

If you want to insure your package for a specific value, you can enter the policy amount in the first step of the order. Carriers that are unable to insure the shipment for a specific value will not appear in the next selection.

Send a written complaint to our e-mail address as soon as possible, along with the necessary documents. More information can be found on complaints procedure.