FREQUENTLY ASKED QUESTIONS (FAQ)

Everything you need to know about your purchases

1. ORDERING AND PURCHASING

1.1 Do I need to create an account to purchase?

No, it's not mandatory. You can purchase as a guest or create an account to:

  • Save your details for future purchases
  • Easily track your orders
  • Receive exclusive offers and updates

1.2 How do I create an account?

  • Click on "Log In" in the top right corner
  • Select "Create account"
  • Enter your email and password
  • Confirm via verification email

1.3 How do I place an order?

  1. Browse products and choose what you like
  2. Select the variant (if available) and click "Add to cart"
  3. Go to cart and check the products
  4. Proceed to checkout and enter shipping details
  5. Choose your payment method
  6. Confirm the order

1.4 I can't add products to my cart

Possible causes:

  • Product out of stock - Check availability
  • Outdated browser - Update or change browser
  • Cookies disabled - Enable cookies
  • Slow connection - Try again in a few minutes

Solution: Contact us at info@ernesto-alaimo.com if the problem persists.

1.5 What payment methods do you accept?

PayPal (credit/debit cards, PayPal account)
Stripe (Visa, MasterCard, American Express, PostePay)
Klarna (pay in 3 installments or after 30 days)
Bank transfer in advance
Cash on delivery (Italy only)

1.6 Can I modify or cancel my order?

Before shipping: Yes, contact us immediately
After shipping: You can exercise your right of return within 30 days
How to do it: Email to info@ernesto-alaimo.com or call +39 351 541 3898

1.7 How do I use a discount code?

  1. Add products to your cart
  2. Go to checkout
  3. Enter the code in the "Discount code" field
  4. Click "Apply" - The discount will be visible immediately

Note: Only one code per order, not stackable with other offers.

1.8 How do I know if my order is confirmed?

You will receive 2 emails:

  1. Immediate order confirmation
  2. Shipping confirmation with tracking

You can check the status in the "My account" area or by contacting us.

2. SHIPPING AND DELIVERY

2.1 When is my order processed?

  • Processing: 1-2 business days
  • Shipping: Monday-Friday
  • Exclusions: Weekends and holidays

Orders placed before 2:00 PM are processed the same day (business days).

2.2 How long does it take to receive the order?

ITALY:

  • Timing: 24-48 business hours
  • Courier: SDA Express
  • Cost: FREE

INTERNATIONAL:

  • EU Europe: 3-5 days (€15-25)
  • Non-EU: 5-12 days (€25-30)
  • Courier: UPS Express

2.3 How do I track my shipment?

Methods:

  • Shipping email with tracking link
  • SMS with tracking code (if number provided)
  • Account area on the website
  • Courier website (SDA or UPS)

2.4 Can I change the address after ordering?

Before shipping: Yes, contact us immediately
After shipping: Not possible - We will check with the courier
Important: Always verify the address before confirming!

2.5 Missing item in my order

What to do:

  1. Check the package and all compartments carefully
  2. Verify the confirmation email (multi-package order?)
  3. Contact us immediately: info@ernesto-alaimo.com

We will resolve it within 24 hours with free shipping of the missing item.

2.6 I received a defective product

Procedure:

  1. Do not use the product
  2. Take photos of the defect
  3. Contact us with photos and order number
  4. Immediate replacement shipment at our expense

Timing: Resolution within 24 hours.

2.7 I received the wrong item

Quick solution:

  1. Keep all packaging
  2. Contact us with order number
  3. Free courier for pickup and replacement
  4. No additional costs for you

2.8 I made a mistake with the color/size

No problem! We use our "Free Return" service:

  • 30 days to change your mind
  • Free home pickup
  • Replacement at no cost
  • Refund if you prefer

2.9 I have not received the package

First, verify:

  • Time elapsed: Italy 72h, International 10 days
  • Delivery attempt: Check intercom/reception
  • Tracking: Latest courier update

If beyond the times: Contact us for immediate investigation.

2.10 Costs for redelivery?

ITALY:

  • First 2 attempts: Free
  • 3rd attempt: €7 VAT INCLUDED

INTERNATIONAL:

  • Second attempt: At the recipient's expense

3. RETURNS AND REFUNDS

3.1 How long do I have to return an item?

30 days from delivery - double the legal time!

3.2 Is return shipping free?

Yes, always! We pick it up at your home at no cost.

3.3 How do I request a return?

  1. Email: info@ernesto-alaimo.com
  2. Phone/WhatsApp: +39 351 541 3898
  3. Subject: "Return Request - Order #[number]"

You will receive detailed instructions within 24 hours.

How long does it take to receive a refund?

Timeline:

  • Product verification: 2 days from receipt
  • Refund: 2 days from verification
  • Method: Same payment method

3.5 Can I exchange instead of returning?

Yes! Our "Free Exchange" service:

  • First exchange: Completely free
  • From the second: €7 VAT INCLUDED (if necessary)

4. PAYMENTS AND INVOICING

4.1 Are payments secure?

Guaranteed security:

  • SSL 256-bit across the entire site
  • PCI-DSS Level 1 compliance
  • Shopify Payments certified
  • No data stored on our servers

4.2 When is payment charged?

  • Cards/PayPal: Immediately
  • Klarna: According to the chosen plan
  • Bank transfer: Before shipping
  • Cash on delivery: Upon delivery

4.3 Can I get an invoice?

Yes, always!

  • Automatic electronic invoice for private individuals
  • Company invoice: Enter VAT number at checkout
  • Sending: Via SDI (Sistema di Interscambio - Exchange System)

4.4 Problems with payment?

Contact us immediately:

5. WARRANTY AND QUALITY

5.1 What is the product warranty?

24 months warranty for manufacturing defects according to Italian regulations.

5.2 What does the warranty cover?

Material defects and workmanship
Breakages not due to drops/impacts
Problems with hinges or components

Does not cover: Scratches, drops, improper use, normal wear and tear

5.3 How does the warranty work?

  1. Contact us with photos of the problem
  2. Send the product for evaluation
  3. We repair or replace free of charge
  4. We ship the repaired product

6. CUSTOMER SUPPORT

6.1 How can I contact you?

Email: info@ernesto-alaimo.com
WhatsApp: +39 351 541 3898
Phone: +39 351 541 3898
Hours: Monday-Friday 9:00-19:00

6.2 Response times?

  • WhatsApp: Within 1 hour (business hours)
  • Email: Within 4 hours (business hours)
  • Phone: Immediate response

6.3 Do you speak other languages?

Italian is our main language, but we can assist in English for international customers.

7. PRODUCTS AND CUSTOMIZATION

7.1 Are the products original?

100% original and Made in Italy:

  • Handcrafted
  • Quality Mazzucchelli acetate
  • Certificate of authenticity included
  • Originality guarantee

7.2 Can I customize a product?

Currently not available, but all our models are unique pieces with exclusive design.

7.3 Do you have a catalog/price list?

All available products are visible on the website. For resellers, contact us for special conditions.

Can't find the answer you're looking for?
Contact us and we will resolve all your doubts!

info@ernesto-alaimo.com
+39 351 541 3898 (also WhatsApp)
Mon-Fri 9:00-19:00