PURCHASES, SHIPPING AND RETURNS
- HOW TO MAKE AN ORDER
Users do not need to be registered in order to make a purchase, although registering is recommended to make the ordering and return processes easier.
If you are already registered, please LOG IN.
While doing your online shopping, you may check your cart by clicking on the “cart” icon.
Guide to sizes
Please refer to the detailed fitting instructions available in the product description and the size guide contained in the product datasheet in order to choose the best size to meet your needs. If you are not entirely satisfied with the size you ordered, you may return the item and we will send you whatever other size you choose.
Since it is not possible to cancel or change the order once it has been confirmed, we recommend you to check the selected items carefully (colour and size) in the cart summary prior to checking out.
- ACCEPTED PAYMENT METHODS
The payment can be made by credit card (Visa, Mastercard, American Express), PayPal and bank transfer.
After choosing the payment method, the system will redirect the customer to the website of the bank operating and managing the online payment, which Vestrum Srl has no access to.
Any further doubts concerning the information that the system may request shall be settled with the bank.
At the end of the payment process, you will receive an automatically generated e-mail containing your order identification data and confirming that the order has been finalised successfully.
In case of a payment error, no amount shall be charged and you will receive an error notification e-mail.
Credit card payment errors may be due to the following reasons
– the credit card has expired
– the credit cap has been reached: check with your bank to make sure the maximum amount of credit allowed for your credit card purchases has not been exceeded
- some of the data entered are wrong: make sure all the mandatory fields have been filled in correctly.
– you have not entered the 3D security code: in some cases the system requires a “MasterCard SecureCode” or “Verified by Visa” security code. If you do not have this code, please ask your card issuer.
Order
At the end of the payment process you will receive an automatically generated e-mail containing your order identification data and confirming that the order has been finalised successfully.
You may track your order by logging into the website and entering the “My orders” section.
- SHIPPING
Orders are usually processed and handed over to the courier within 24 hours after the payment has been confirmed or on the first available working day in case the purchase is made during weekends or holidays, unless otherwise notified at check-out.
Delivery times may be longer during seasonal peaks.
When your order is processed by our operator, you will receive an e-mail notifying the change of your order status to “your order is being processed” together with the shipping number of your parcel.
Delivery takes place by DHL or UPS courier within 3/4 working days from the moment in which the parcel is entrusted thereto. Deliveries to remote areas will take up to 7 working days while deliveries abroad will take approximately 10 days.
In no case will the delivery of the items ordered take place later than 30 days from the date of the order.
When the order is entrusted to the courier you will receive an e-mail confirming that the “parcel has been shipped”.
We cannot schedule the delivery on a specific day or time as the shipping is directly and independently managed by the courier.
Delivery address
The delivery shall be made at the address specified at the cart check-out.
Users may register more than one shipping address under different titles (second place of residence, work, etc.).
We remind you that to ensure a successful delivery, all details concerning the delivery address must be specified (name of the company, business, name on the doorbell, floor, department, etc.)
It will be up to the customer to check the order status by tracking the parcel using the DHL tracking number.
The courier shall make 3 attempts to deliver the parcel and in case the recipient is unavailable, the parcel will be stored for a limited amount of time at a DHL depot.
You may track the address of the access point where the parcel is stored by accessing the DHL website with your tracking number.
We ship and return only to/from European Union (EU) members States. The company shall not pay for customs duties, taxes or any other costs in extra-EU Countries.
Delivery areas and shipping charges:
- Shipments to Italy – free shipping from an order value of 250,00 Euro.
- Shipments to Europe – free shipping from an order value of 250,00 Euro.
How to return an item or change the size
- RETURNS
You have the right to cancel this contract within 30 days without giving any reason. The cancellation period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.
4.1 How to request a return
In order to request a return, please send a mail to customercare@vestrum-italy.com indicating following information:
- Order number for which you need to perform the return and the article codes of the item/items you would like to return;
- State the reason for the return and please send photos of the problem;
- If you want to make a change, please specify the size and colour.
4.2 How to ship your returns
Only after receiving the e-mail containing our approval will you be able to ship your items and the relative invoice to the following address:
VESTRUM SHOP ON LINE
Vestrum Srl
via di Mezzo Levante 1500,
40014 Crevalcore (BO)
ITALY
Please insert your items in a parcel or envelope with a copy of the invoice; you may use the same packaging used for the delivery but please remove or cover any label previously applied on the parcel by the courier.
We do not accept returns from outside the European Union.
Return shipment are on customer’s charge.
Returned goods will be delivered to our warehouse where the appointed personnel will check the state of the items as soon as possible; once the return has been approved, you will receive a notice stating that the “parcel has been received”.
The refund or change will take place as soon as possible after receipt of the parcel and no later than 14 working days thereafter.