FAQ

Where is my order?

Once your order has been shipped, you will receive a confirmation email with all the details and the tracking number, which you can use to monitor the shipment.

When will my order be shipped?

Your order will be prepared at our warehouse within 1-2 working days and delivered to the courier. The specified shipping times are 1-2 working days for Italy and 3-4 working days for European Union countries; this applies from the point at which the order is handed over to the courier. Please bear in mind that on-time delivery may be affected by external factors such as postal delays, customs checks for couriers (for shipping to countries outside the European Union), logistical problems, adverse weather conditions, and the inability to access the address provided.

I have checked the status of my shipment and found that there is a problem. What should I do?

If you have encountered issues with your order shipment, contact our Customer Care as soon as possible so that we can carry out the necessary checks. If your order is showing as delivered but you have not received it, contact Customer Care within a maximum of 2 days after the supposed delivery date so that we can follow up as necessary with our couriers. Please note that the process of investigating these issues with our couriers can take up to 8 weeks.

I have checked the status of my shipment and found that the tracking number is incorrect. What should I do?

If you have received an incorrect tracking number for your order shipment, please contact our Customer Care so that we can provide the correct number.

When will my order be shipped?

Your order will be prepared at our warehouse within 1-2 working days and delivered to the courier. Standard delivery: Within Italy, delivery usually takes place within 2–3 working days of the order being handed over to the courier, with the exception of Sicily, Sardinia and Calabria, where delivery may take an extra day. For EU and extra EU countries shipping and delivery time may be longer.
Express delivery: Delivery usually takes place within 2 working days of the order being handed over to the courier. Express shipping service is available to Vatican City, San Marino, European Union and Switzerland. This service is currently not available for Italy.
Products are delivered from Monday to Friday during business hours. Please bear in mind that on-time delivery may be affected by external factors such as postal delays, customs checks for couriers (for shipping to countries outside the European Union), logistical problems, adverse weather conditions, and the inability to access the address provided.

What are the shipping costs?

The shipping costs are shown on the checkout page after you have added the products to your basket, and depending on the shipping method you choose.

How can I request to return a product?

You can return a product within 14 calendar days from the delivery date. You can choose between standard or facilitated return.

For more information click here.

The goods must be returned intact, complete with all its parts and in their original packaging (envelopes and wrappings), stored and, if necessary, used for the time strictly necessary to establish and verify their status, characteristics and size, according to normal diligence, without any signs of wear or dirt.

Is the return free of charge?

The return is free of charge in the event of a manufacturing defect or delivery error.

In all other cases, the return is at the expense of the Customer, who can choose between Standard Return or Facilitated Return.

What is a standard return?

If you choose the Autonomous Return option, you will receive an initial email confirming your request: within 1-2 working days our Customer Care will send you a return authorisation email with the address of the warehouse to which you can return the goods and the associated RMA (return merchandise authorisation) number.

You will have to print this email and insert it in the package you intend to use for shipping: then you will have to contact the courier you prefer to entrust with your return shipment. We remind you that the cost of shipping will be borne by you and will not be refunded.

What is an easy return?

If you choose the Facilitated Return option, you will be sent an initial email confirming your return request, which you must print out and insert in the package. In a second email you will receive a pre-filled return label to attach to the parcel.

By following the instructions to book the courier pick-up, you will be able to use the pick-up at home. The cost of the return will then be deducted from your refund.

For more information click here.

I bought the wrong size, what can i do?

If you have purchased an incorrect size, you have the option of request an exchange, subject to product availability, completely free of charge.

Click here to proceed with your return request. Your new order will be shipped as soon as we receive your return at our logistics.

Can i exchange my order for another model, size, colour?

No, the change will only be possible between identical articles but of different sizes. You will therefore not be able to change model or colour.

How does the returns process work?

Return request:
Returns process for registered users:
1. Sign in to your customer area here.
2. Go to the 'My orders' section and view the order for which you would like to request a return. Click on the Return tab and fill in the form with the details of the items to be returned, then submit the request.

Returns process for unregistered users:
1. Go to the page here.
2. Fill in the form with the order number (do not include the # symbol), your surname and your email address.
3. Fill in the form with the details of the items to be returned and submit the request.

In both cases, you will receive an email confirming that your request has been accepted. You will then receive a second email from our Customer Care (within 2 working days) with the return authorisation and the corresponding instructions. Make sure you check your spam folder.
This email does not contain the label; it simply needs to be printed and placed inside the parcel.
Returns are free if there are manufacturing defects or if an error is made in sending the items.
In all other cases, returns are charged to the customer, who will be asked to send the products to ESSEDI Spa at their expense within 14 (fourteen) days of cancellation, subject to the return request being authorised by our Customer Care. The choice of courier is entirely at your discretion, including Poste Italiane.
For free returns, you will receive a separate email from our Customer Care with the prepaid label, which we ask you to attach to the outside of the parcel. For paid returns:
1. Choose your trusted courier.
2. Send the parcel to the address indicated in the confirmation email.

Once the parcel has been received and the quality checks have been carried out, Customer Care will inform you that the refund has been authorised.
Depending on the warehouse workload, this could take a few days.

Reimbursement:
Once the return has been accepted, we will send you an email notification, and the refund will be issued within 14 days via the payment method used to confirm the order. If you paid cash on delivery, you will be asked to provide an IBAN via email so that your refund can be issued by bank transfer.

My product is faulty. What should I do?

To submit a faulty goods return request, please contact our Customer Service. You will be asked to provide some photos of the product in which the fault is clearly visible.

When will I be refunded?

If the condition of the returned product meets the requirements, you will receive a notification from our Customer Care and you will be refunded within the following 14 days to the same payment method used to place the order. If you paid cash on delivery, you will be asked to provide an IBAN via email so that your refund can be issued by bank transfer.