FAQ

If you have not received your order confirmation email, we recommend that you check the spam or junk folder of your email account. If you cannot find the confirmation email, you may have entered an incorrect email address during the purchase process. We recommend that you contact our customer service team with your order details so that we can check the status of your order and send you an updated confirmation if necessary.

If you wish to make changes to your order after confirming it, we recommend that you contact our customer service as soon as possible. We will do our best to accommodate your requests, but changes may not be possible if your order has already been processed or shipped. This is not applicable to custom-made products.

If you wish to cancel an order after confirming it, please contact our customer service immediately. We will do our best to cancel your order before it is processed or shipped. However, once your order has been processed or shipped, you may not be able to cancel it and standard return and refund policies may apply. This is not applicable to custom-made products.

Shipping and delivery times depend on your location and the shipping service you choose. Usually, delivery time varies from 2 to 7 working days in Italy.

Shipping and delivery times may vary depending on the period and availability of the product. For orders placed by credit card, one working day must be added to the normal shipping times for normal administrative checks. For orders placed by bank transfer, shipping times will be calculated starting from confirmation of payment. We encourage you to check the detailed shipping information during the purchase process or contact our customer service for assistance.

Shipping costs depend on the weight of your order, your location and the shipping service selected. This information will be shown during checkout.

Yes, we offer international shipping. Please check our international shipping options during checkout.

If your order has not yet been shipped, you can change the shipping address by contacting our customer service. Once the order has been shipped, it will no longer be possible to change the delivery address.

Yes, it is possible to reschedule the delivery by contacting the courier or shipping service used directly.

Yes, many shipping services offer the option to reroute your delivery to a convenient collection point. You can contact the courier or shipping service to arrange this option. Furthermore, you can collect your order at the Cloto collection point, selected during the purchase phase.

If tracking is not active or shows incorrect information, it could mean that the package has not yet been delivered to the courier or that there have been delays in recording the tracking information. If you have any concerns, we recommend that you contact our support service.

If the courier fails to deliver your package, you may receive a notification to arrange another delivery attempt or to collect your package from a designated collection point.

If the package is damaged externally, we recommend that you contact the courier immediately and refuse the package if possible. Subsequently, contact our customer service for assistance and to organize a possible return or replacement.

If any products are missing from your order, please contact our customer service providing your order number and details of the missing products. We will do our best to resolve the situation and send you the missing products as soon as possible.

We offer multiple payment methods to make your shopping experience as convenient as possible.
We currently accept payments by credit card, bank transfer, Apple pay and Paypal.

We accept major credit cards, including Visa, Mastercard and American Express.

Yes, we ensure the security of credit card payments by using secure cryptographic protocols to protect our customers' financial information. Additionally, we employ advanced security measures to prevent fraud and unauthorized access.

Payment by bank transfer requires you to transfer the total order amount directly to our bank account. Once you have placed your order, we will provide you with the bank details for the transfer. Please be sure to include your order number as a reference in your bank transfer to ensure proper payment processing.

Sorry, we currently do not accept cash on delivery payments for the purchase of goods. We offer other secure and convenient payment methods, including credit card, bank transfer and PayPal.

If you wish to return a product, please contact our customer service team for specific instructions on the return process.

To create an account on our site, go to the registration page and provide the requested information, such as first name, last name, email and password. Once registration is complete, you will receive the account creation confirmation email.

If you have not received the confirmation email after registering on the site, we recommend that you check the spam or junk mail folder of your email account. If you do not find the confirmation email there as well, please contact our customer service for assistance.

To subscribe to our newsletter, you can enter your email in the registration form
on the main page of the shop.

If you do not receive the newsletter, we recommend that you check the spam or junk folder on your email account. Also make sure you entered your email address correctly during the signup process. If you still do not receive the newsletter, please contact our customer service for assistance.

To unsubscribe from the newsletter, look for the unsubscribe link in the newsletters you receive. Click on the unsubscribe link and follow the instructions to confirm. For assistance, contact our customer service.