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You will find that most of your problems can be resolved by browsing through this section; if you do not find what you are looking for, write to us using the e-mail link provided in each section. Thank you and happy browsing!
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The login and password are two words that allow you to access the personal area of the website where you can:
1. Check all the orders you made in the past. 2. Check and track the shipping status of all your orders in real time 3. Modify your personal data and shipping address (for instance when you want to send a gift to a loved one)
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If you have forgotten your password, or you wish to change it, click on "Have you forgotten your password?" and you will automatically receive an e-mail with your new password. We recommend you customize your password and never use the same on different on-line shopping websites.
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The Italiansunglasses.it website can be browsed without having to register; it is only necessary to register when you wish to make a purchase so that payment can be made and you can give us the address to which the order is to be sent. If you subscribe to the mailing list you will receive all the latest information on new products and promotions free of charge, but more important we will be able to send you your discount vouchers which will make doing business with us even more convenient.
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No, you can only order via the internet. For orders of an exceptional nature (bookstores, libraries, schools and universities) please CLICK HERE and write to us.
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Yes, you can order everything you see on the site, subject to availability. We look forward to helping you search for special titles; to let us know what you are looking for, please CLICK HERE and write to us.
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You only have to add your VAT number or tax code if the invoice must be made out to a company or some self-employed. Important: you can recover the VAT on many products which means the product costs 20% less!
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You can review your order in the order tracking section; to do this, simply click “customer services” and enter your "login and password".
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When the order has been completed you will receive an email from Italiansunglasses.it which will summarize all the elements that comprise the order. In the order tracking section you can verify the actual recording of the order.
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Do not worry, if you have not confirmed the order by completing the payment procedure, the order will not be recorded.
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No, the prices displayed on the website are final. Our price policy is very convenient and assortment we stock makes our online shopping options unique and hard to imitate.
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Of course. All purchases are invoiced. The invoice is generated using digital procedures when the order is ready for consignment, it is sent by e-mail in the evening on the day the order is consigned, to the e-mail address indicated by the customer at the time of registration.
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You can do so by making a second order and in the notes field add the instructions "attach to previous order"
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Of course, just CLICK HERE to send a mail with the required consignment date.
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No, you can not.
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Italiansunglasses.it will cancel the offer as the conditions required to benefit from the same no longer exist.
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Yes, they will be calculated once only.
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Yes, you can: You can do so by making a second order and in the notes field add the instructions "attach to previous order".
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From January 2007 you can modify most elements of your order directly and independently. You can now modify all the data regarding the recipient of the goods, the delivery address, and the telephone numbers. You can also change the amount of products and cancel an order (in the case of insoluble problems). Please note that - for now – you can only change orders that do not contain products that have been purchased using the special promotions. If the order is cancelled, the amount (if already paid) will be directly credited to your Italiansunglasses.it account, so that you may use it immediately for further purchases. In the case you wish to receive the amount directly to your bank account, you can do so - as always - by contacting the online customer care service (via chat) or by phone at 899 088 009.
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Yes, this payment methods is called CASH ON DELIVERY and you can pay for the good when the express courier delivers them.
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No, we do not accept bank or circular cheques.
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The account is debited at the time of the order.
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Italiansunglasses.it accepts cards on the Visa circuit (and all prepaid cards that are part of the circuit, for example POSTEPAY), the MasterCard circuits and the Paypal payment method.
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For those who use credit cards, Italiansunglasses.it has chosen the electronic payment system provided by Banca Sella.
To ensure maximum security for payments, the online purchase transactions paid for by credit card are executed using Geotrust certification, through a secure server system that adopts the SSL protection system (Secure Socket Layer). This system encrypts the information you enter, so it is impossible for external users to intercept it.
When you pay for an order by credit card, Italiansunglasses.it automatically sends it to a secure (SSL) Banca Sella page which will deal with the transaction. This page may include your credit card information (number and expiration date) as it is totally secure. The data is transmitted directly to Banca Sella, offering maximum security.
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Even when titles are BOOKED you will be charged at the time of the order.
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Even for customers who are entitled to tax exemptions for territorial reasons, the prices of products will remain unchanged because the exemption will be applied as necessary, but all prices will be increased by 20% to cover the order handling costs.
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Yes. Cash on delivery payments cannot exceed Euro 1,000 (one thousand), Paypal payments reach a maximum of Euro 10,000. (ten thousand).
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No, discount vouchers and promotions are not valid on previous orders.
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The validity period of the voucher is always clearly stated in the e-mail; to use the voucher, the customer must make purchases before the stated expiry date.
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As a rule, promotions can not be used in conjunction with others, for example if you have received a discount voucher you are not entitled to free transport.
If they can be used in conjunction, the e-mail will clearly indicate this option.
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No, Italiansunglasses.it can not manually enter the discount vouchers for customers who must do this on their own.
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You may have tried to pay twice; don’t worry, simply CLICK HERE and send us an e-mail with the 2 authorization codes and you will be immediately reimbursed for the double payment on your credit card.
Bank Sella usually notifies us promptly about these anomalies and credit the amount to the client without the latter having to take any action.
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Do not worry, check the payment method: one of the 2 orders will be flagged payment not received or ON HOLD; do not do anything because the order without payment will be automatically cancelled after 15 days.
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The Banca Sella technicians advise clients to contact the credit card customer service at the bank that issued the card to find out why payment was denied. Even if the card has been activated and is available for use, there can be other reasons why payments are denied on banking circuits.
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One possible cause could be because you have blocked pop-ups:
The Internet Banking service provided by Banca Sella uses pop-ups and therefore, they must not be blocked if you wish to access this service.
The list of programs that have pop-up blocker features is large and steadily increasing. It includes antivirus software, firewalls, Explorer bars (such as Yahoo and Google), updates to the operating system (such as Service Pack 2 for Windows XP), and other software of various kinds. As we cannot provide instructions on all of these programs, here are some links which explain how you can adjust these pop-up block settings to suit your requirements.
http://www.microsoft.com/italy/windowsxp/using/web/sp2_popupblocker.mspx http://toolbar.google.com/intl/it/popup_help.html http://help.yahoo.com/help/it/companion/pub/
- Can I schedule the double dispatch deciding when to send the 1st and when to send the 2nd shipments?
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The shipping costs, when you choose the “cash on delivery” payment method, amount to Euro 9,98, VAT included for up to 5 kg.
This rate is subject to surcharges for deliveries to the minor islands.
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The shipping costs, when you choose the “credit card” payment method, amount to Euro 5,99, VAT included for up to 5 kg.
When you choose Paypal, shipping costs amount to Euro 6,99, VAT included. This rates are subject to surcharges for deliveries to the smaller islands.
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You can opt for double dispatch in the "PAY NOW" section before concluding the payment.
This means you decide to have the goods in stock dispatched immediately, and the balance of the order, according to the titles on hold, dispatched at a later date.
This will double shipping costs unless you take advantage of a free shipping promotion.
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No, it is not valid.
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Shipping costs vary depending on the chosen payment method.
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Shipping costs are always due, unless shipping promotions are applicable.
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Yes, although the 1st dispatch is free, the 2nd is still charged to you.
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Can I schedule the double dispatch deciding when to send the 1st and when to send the 2nd shipments?
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Of course, just enter your request in the notes in the PAY NOW section.
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As a rule, orders will only be processed when all the merchandise is available.
If you'd like to receive the goods in stock immediately, and receive the remainder
at a later date, you must select the double dispatch option and pay for double shipping.
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When your order is dispatched from our warehouse and the courier takes over the consignment, delivery times 48 hours for Italy (3 days for Calabria, Sicily, Sardinia). Deliveries of the goods will take place on working days only.
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When you order leaves the warehouse Italiansunglasses.it will send you an e-mail with the link to the courier website where you will find the delivery number, the branch office in charge of your shipment which allows you to track its status online
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The Courier usually leaves a note in the post box or near the entry phone which informs you they tried to deliver the goods and when. We recommend you contact the branch indicated on the note to arrange for the goods to be delivered.
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No problem, CLICK HERE to send us an e-mail with the delivery number, the courier branch dealing with your goods and the new delivery address. We will immediately process the new instructions and send you confirmation by e-mail within a few hours.
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No problem, CLICK HERE to send us an e-mail with the delivery number, the courier branch dealing with your goods and the name of the person who will pick them up. We will process the authorization and send you confirmation by e-mail within a few hours; you must print it and the person who will pick up the goods must present it as proof of authorization.
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Yes. The mail sent by Italiansunglasses.it includes a link to the courier website where you will find the dispatch number, the branch office in charge of your shipment which allows you to track its status online
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THE COURIER DOES NOT MAKE PRIOR PHONE CALLS AND DOES NOT HANDLE REQUESTS FOR DELIVERIES AT SPECIFIC TIMES. The deliveries will be made during working days.
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You may not find a note in your post-box, despite the courier declaring it has or indicating RECIPIENT UNKNOWN on its website; in this case contact them to speed up the delivery or give them further indications on your address.
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This information is displayed after 6.p.m on the day the order leaves the warehouse
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No, unfortunately the courier cannot deliver to mailboxes, because the courier needs the recipient to sign the delivery confirmation form.
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Yes, of course: you can check that the contents of the package are intact as soon as you receive it in the presence of the courier who was in charge of delivery. If you immediately check the goods are intact, this will future problems or the need to return the purchased goods. If you are not the person actually receiving the package, please inform those who receive it to do the same. If the package:
1) does not contain all the goods purchased 2) contains products other than those purchased 3) contains damaged goods Please accept the package "with reservations" and contact us via email, chat or by phone so we can resend the correct goods. Thank you for your kind cooperation.
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You can view the foreseen despatch times on the product information sheet under the item “Stock Status” next to the photograph.
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It means that the item is in stock and can be shipped immediately. If the order is received by 3 p.m. the goods will be prepared and consigned to the courier the same evening.
If the order arrives later in the afternoon, it will be shipped the next day (on the condition that all the ordered products are in stock.
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The status " NORMALLY AVAILABLE WITHIN 5 WORKING DAYS " means that this product is not in stock and must be ordered from the supplier. The order is sent automatically to the supplier but the distributor delivery times may exceed the foreseen contract terms.
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The dates indicated for the product stock status specifically reflect the indications provided by the suppliers to Italiansunglasses.it ;
If there are any variations to this date, Italiansunglasses.it will notify the customer by e-mail and the customer is entitled to accept this new delivery date or cancel the order. IF YOU DO NOT RECEIVE ANY NOTICE, it doesn’t mean that Italiansunglasses.it is not processing your order, it simply means it is in contact with the supplier to request prompt delivery of the product or indications of the foreseen delivery date.
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Yes of course , if the order has not been despatched after the 5th working day please CLICK HERE to send us an e-mail and change your order.
In this case please refer to the CHANGING REGISTERED ORDERS section for all types of requests.
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The dates indicated for the product stock status specifically reflect the indications provided by the manufacturers to Italiansunglasses.it ;
If there are any variations to this date, Italiansunglasses.it will promptly notify the customer by e-mail and the customer is entitled to accept this new delivery date or cancel the order. IF YOU DO NOT RECEIVE ANY NOTICE, it doesn’t mean that Italiansunglasses.it is not processing your order, it simply means it is in contact with the manufacturer to request prompt delivery of the product or indications of the foreseen delivery date
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The orders will only be despatched when all the goods are IN STOCK. If the customer wishes to immediately receive the goods in stock and have the unavailable or booked goods shipped with a second delivery, he can choose a double dispatch in the PAY NOW section which foresees double shipping costs.
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The warranty is applicable:
- for 24 months for non-conformity defects (products with technical features which are different from those declared or different from those ordered or partially or totally incomplete are all classified as NON-CONFORMING), - within 10 (ten) days from receiving merchandise that is classified as DOA (Dead on arrival) – products that do not work when they are first switched on. This warranty will not be applicable to products in cases of negligence, careless use, lack of maintenance, connection of purchased products to non-compliant electrical systems or any other forms of non-compliant power supplies.
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Delivery costs to return faulty products are charged to the customer and will be refunded, with a bonus voucher for a maximum of 10 Euro, once the fault has been verified; Italiansunglasses.it will pay all delivery costs for the new product.
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The warranty is personal and only applicable to the original buyer, as purchasing is reserved to direct customers and not available to traders, retailers etc.
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If it is available in stock, it will be sent the very same day; otherwise you will have to wait for us to receive it from our supplier.
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If you receive a faulty product, you must:
1) Login to the website 2) Access the View your orders page 3) Select the order relating to the items to be returned 4) Read the instructions above the panel carefully, then select the type of return (DOA RMA) and the defect on the faulty/non-conforming product 5) Press enter. This will generate a printable PDF file, read the instructions carefully, fill in the form and attach it to the parcel to be returned. An e-mail will be sent automatically to our Customer Care department informing them of your complaint. 6) Make sure all product parts are included in the package. Make sure all parts are duly protected and suitably packed. 7) Cut the Non-Conforming Product Custome Care Code from the printed PDF form and apply it to the outside of the packaging. 8) Send the product to T-BUY SRL C/O ARCESE LOGISTIC VIA GROANE 6 CESANO MADERNO 20811 (MB) IT by registered mail or courier.
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Italiansunglasses.it will immediately refund the exact amount of the title to your credit card.
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Italiansunglasses.it will immediately refund the exact amount to your credit card.
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Italiansunglasses.it will cancel the offer as the conditions required to benefit from the same no longer exist.
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The time required to credit the amount to your credit card is roughly 10 working days, but this may vary according to the credit institute which issued the credit card.
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Italiansunglasses.it provides a service to customers which allows them to track the shipping status of all orders and sends an e-mail with the link to the the courier website. If the courier does not receive any instructions from the customer, and there are difficulties in consigning the product, it will be returned to our warehouse. In this case your Credit Card will be refunded with the cost of the products, minus the shipping costs that we have incurred.
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All purchases made via the Italiansunglasses.it website are regulated by the Italian laws applicable to distance sales. If you made a mistake in your order or you have received products you do not want, you can return them within 10 days from receiving the goods, at your own expense. We will accept the return of all products, on the condition they are in PERFECT CONDITION, and SEALED, and we will refund the amount paid (except packaging and delivery expenses, as foreseen by the Italian laws in force).
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To exercise your withdrawal rights, you must:
1) Login to the website 2) Access the View your orders page 3) Select the order relating to the items to be returned 4) Read the instructions above the panel carefully, then select the type of return (in this case Withdrawal) and the reason for the same. 5) Press enter. This will generate a printable PDF file, read the instructions carefully, fill in the form and attach it to the parcel to be returned. An e-mail will be sent automatically to our Customer Care department informing them of your complaint. 6) Make sure all product parts are included in the package. Make sure all parts are duly protected and suitably packed. 7) Cut the Non-Conforming Product Custome Care Code from the printed PDF form and apply it to the outside of the packaging. 8) Send the product to T-BUY SRL C/O ARCESE LOGISTIC VIA GROANE 6 CESANO MADERNO 20811 (MB) IT by registered mail or courier.
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For articles carrying SIAE stamps, the product must be returned with the stamp intact, No returned articles will be accepted if the stamp is broken or missing.
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We will refund the whole amount (except packaging and delivery expenses, as foreseen by the Italian laws in force) to the credit card if this payment method was selected, whereas a bank transfer will be made to those who paid cash on delivery.
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Italiansunglasses.it accepts all sealed goods returned by the client, reimbursing the amount of the goods, but retaining both outbound and inbound shipping costs. E.g. If you made an order paid by credit card and the shipping expenses amounted to € 6.99 Triboo S.p.A. - società a socio unico will charge you € 6.99 (outbound shipping) + € 6.99 (inbound shipping) = TOT: € 13.98.
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Italiansunglasses.it will accept the goods and will contact you to ask if you wish the goods to be sent again, or you request a refund for the product, if you have chosen to pay by credit card, Paypal, or Bank Transfer.
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Italiansunglasses.it reserves the right to cancel an order or an article on occurrence of the following circumstances:
• articles that are dropped from a manufacturer's catalogue • Articles which, for whatever reason, cannot be delivered by suppliers • credit card fraud • Incorrect use of discount vouchers • In particular, if for any reason the order is partially cancelled and this leads to a decrease in the total below the minimum required for a promotion or, if the application of the voucher incurs a discount of over 20% of the same, Italiansunglasses.it will unilaterally cancel the discount • fraud against Italiansunglasses.it • changes in supplier prices of more than 5%
If you have not found an answer to your query in this FAQ section and you have already requested assistance by e-mail, you can call our customer care service at 899 088009. The cost of this call is € 0,04 per minute all over Italy (€ 2.50 on answer).
Our fax number is +39 039 3309899
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