FAQ's

How do I make a purchase?
Do I need to set up an account to place an order?
I've forgotten my password. What should I do?
How do I know that the products you sell are authentic?
How do I know if an item is in stock?
What payment methods does ItaliaCollezione accept?
Is it safe to use my credit card online at ItaliaCollezione?
Why do I need to re-enter my credit card details when I add a new address?
How do I remove saved credit card details?
Which countries does ItaliaCollezione ship to? Does ItaliaCollezione ship to Post Office boxes or Freight Forwarding addresses?
How do I change currency?
How much taxes and duties will I have to pay?
Does ItaliaCollezone ship to multiple addresses?
How soon can I get my order and how much will it cost?
What packaging will my order be shipped in?
Is my package insured?
Do I need to sign for my order?
Can I change my shipping address after my order has been dispatched?
Can I add items to an existing order?
How will I know you received my order & when will payment be deducted?
Can I track my order?
Where is my order?
How do I return or exchange an item?
Will I be refunded the full value of my order?
Do you offer a repairs service?
Does ItaliaCollezione have seasonal sales?
Is my personal information kept private?
What are cookies? Should I be worried about them?
What is a Wish List?
How do I create a Wish List
Do you offer corporate gifting?
Need more help?

 

HOW DO I MAKE A PURCHASE?

Shopping at ItaliaCollezione is easy:

  • If you know what you are looking for, use the PRODUCTS link. You can also shop by browsing the MANUFACTURER section.
  • Once you have found an item, select your size and use the 'ADD TO SHOPPING CART' button underneath.
  • Review the items in your shopping cart by selecting the 'SHOPPING CART' link at the top of the page. You can add products to your Wish List or use the 'REMOVE FROM BASKET' link to delete items from your shopping cart.
  • Click on 'PROCEED TO PURCHASE' to complete your order.

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DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

Register with us and you will be able to enjoy the following benefits through your ItaliaCollezione account:

  • Track your orders and review past purchases
  • Request your return or exchange directly from your account
  • Gain access to your Wish List and Recommendations
  • Be notified when new stock arrives
  • Save your address and card details for faster shopping
  • Manage your account details, order history and email preferences and see order status.

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I'VE FORGOTTEN MY PASSWORD. WHAT SHOULD I DO?

If you have forgotten your password, change it here or follow the 'Forgotten Password' instructions on the 'Sign in' page. For security reasons we are unable to send your password via email.

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HOW DO I KNOW THAT THE PRODUCTS YOU SELL ARE AUTHENTIC?

As an authorised online distributor for all of the manufacturers we feature, we unconditionally guarantee that every item we sell is 100% authentic.

Please note that we are unable to comment on the authenticity of any items not purchased from ItaliaCollezione.

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HOW DO I KNOW IF AN ITEM IS IN STOCK?

All items are in stock unless "Sold Out" or a lead time is displayed. Please be aware thateven if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.

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WHAT PAYMENT METHODS DOES ITALIACOLLEZIONE ACCEPT?

We accept Visa, MasterCard, Bank Payment, American Express, Visa Debit, Visa Delta, Electron and JCB cards. Payment is only debited from your card at time of dispatch.

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IS IT SAFE TO USE MY CREDIT CARD ONLINE AT ITALIACOLLEZIONE?

At ItaliaCollezione, your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Datacash Ltd. Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.

You may also choose to securely store your credit card details with us. This means you will not have to enter them again during future purchases, making it quicker and simpler to shop at ItaliaCollezione.

If you would prefer to place your order by telephone, simply call our Customer Care team who will be happy to assist.

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WHY DO I NEED TO RE-ENTER MY CREDIT CARD DETAILS WHEN I ADD A NEW ADDRESS?

For your security, whenever you request delivery to a new address we will ask you to provide new credit or debit card details (if you have previously stored them with us). This means that if someone guesses your password and tries to make an order using your account, they will be unable to do so. We hope you understand that this is a valuable precaution designed to protect your personal information.

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HOW DO I REMOVE SAVED CREDIT CARD DETAILS?

There are two ways to remove previously saved credit card details:

1. Edit or add a new shipping or billing address

2. During your next purchase, simply unselect the option "remember my payment details" on the payment page.

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WHICH COUNTRIES DOES ItaliaCollezione SHIP TO?

All countries in the world. 

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DOES ITALIACOLLEZIONE SHIP TO POST OFFICE BOXES OR FREIGHT FORWARDING ADDRESSES?

Please note that we are unable to deliver to Post Office boxes, apart from in the following countries: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates. We do not deliver to forwarding addresses, which includes Aramex addresses.

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HOW DO I CHANGE CURRENCY?

You are currently viewing the INTERNATIONAL version of our website, serving the UK, Europe, Africa, Asia, Middle East and Oceania. If you are a customer whose credit card is not denominated in Sterling or Euros, the final price will be calculated in accordance with the applicable exchange rate on the day your credit card company processes the transaction.

To change currency, simply click the symbol at the left bottom of the website.

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HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?

By default, product prices are Dutch VAT inclusive until you proceed to purchase your order. Taxes and duties are then calculated according to your shipping destination and itemised at the bottom of the Order Summary page. Please note that Dutch VAT will only be applied to orders dispatched within theThe Netherlands.

Most destinations are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the final purchase price. To view the most accurate price for your shipping destination whilst browsing the site, you will need to select your country (see previous question).

If a DDU (Delivery Duty Unpaid) destination is selected, product prices displayed are exclusive of all taxes and duties, including UK VAT. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order. As we are unable to advise the amount this may be, we will always seek your confirmation prior to dispatching a DDU order.

The following countries are shipped to on a DDP (Delivery Duty Paid) basis:

 

Australia
Austria
Bahrain
Belgium
Brunei
Bulgaria
Canada
Chile
China
Cyprus
Czech Republic
Denmark
Egypt
Estonia
Finland
France
Germany
Greece
Hungary
India
Ireland
Italy
Japan
Jordan
Kuwait
Latvia
Lithuania
Luxembourg

Malaysia 
Malta
Monaco
Netherlands
New Zealand
Norway
Oman
Philippines
Poland
Portugal
Puerto Rico
Qatar
Romania
San Marino
Saudia Arabia
Singapore
Slovakia
Slovenia
South Africa
South Korea
Spain
Sweden
Switzerland
Thailand
United Arab Emirates
United Kingdom
United States
Venezuela

 

*The list above is not the complete list of DDU countries. If you are not sure if we ship to your country, please send an email listing the items you wish to purchase to shipping@italiacollezione.com.

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DOES ITALIACOLLEZIONE SHIP TO MULTIPLE ADDRESSES?

You may only ship to one address per order.

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HOW SOON CAN I GET MY ORDER AND HOW MUCH WILL IT COST?

Depending on the type of product and/or manufacturer the delivery time can take up to several weeks. In case of heavy and/or custom made products an extra period might be necessary. After your purchase you will be informed in every possible way about the exptected delivery time and arrival of your product. All your purchases will be free of delivery costs and will delivered on DDP basis. 

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WHAT PACKAGING WILL MY ORDER BE SHIPPED IN?

All orders will be delivered in the original packaging of the manufacturer.

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IS MY PACKAGE INSURED?

All items are insured against theft and accidental damage whilst in transit from ItaliaCollezione to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.

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DO I NEED TO SIGN FOR MY ORDER?

Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature.

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CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?

We are unable to redirect orders to a different address after dispatch. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

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CAN I ADD ITEMS TO AN EXISTING ORDER?

It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

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HOW WILL I KNOW YOU RECEIVED MY ORDER & WHEN WILL PAYMENT BE DEDUCTED?

After you place your order, you will be sent an email confirming that it has been received. Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, you will receive an email from our Customer Care team and will only charge your credit card for the value of the items in stock.

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CAN I TRACK MY ORDER?

Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number if available.

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WHERE IS MY ORDER?

We aim to dispatch all orders as soon as possible. Estimated delivery times are to be used as a guide only and commence from the date of dispatch, ItaliaCollezione is not responsible for any delays caused by destination customs clearance processes.

Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Order Status'. If you are not registered, sign up now so you can track future orders.

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HOW DO I RETURN OR EXCHANGE AN ITEM?

If you are a customer based in the EU, you have the right to cancel your order with us under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs).

Alternatively, you may prefer to return or exchange items using our free returns and exchanges collection service.

RIGHT TO CANCEL

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 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.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancel before the cancellation period has expired.

EFFECTS OF CANCELLATION

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least ex-pensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.  We will make the reimbursement without undue delay, and not later than –  (a) 14 days after the day we receive back from you any goods supplied, or  (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or  (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.  We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.  You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. 

RETURNS POLICY

To ensure that your return is adequately protected in transit, we recommend you send your items back to us in the original packaging provided.

*Free collection does not apply to items returned from a different country to the original shipping destination.

In case goods are sold which can be normally returned by post as well as goods which cannot be normally returned by post: You will have to bear the direct cost of returning the goods. In case of goods, which by their nature cannot normally be returned by post, the cost is estimated at a maximum of EUR 1000,-

CUSTOM MADE PRODUCTS

The right to cancel does not apply to contracts for the supply of goods that are made to the consumer’s specifications or are clearly personalised.

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WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

Your refund will either be credited to the original purchaser's credit card or ItaliaCollezione account and will include shipping costs for faulty items or for orders cancelled under the DSRs only. Shipping costs will not be refunded for items returned using our free collection service.

If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly.

Please be aware that it can take up to 10 days for the refund to appear in your account.

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DO YOU OFFER A REPAIRS SERVICE?

After an agreement with our manufacturers we offer a  repairs service up to a year from the date of purchase. For further information please email customercare@italiacollezione.com.

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IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.

To register at ItaliaCollezione, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.

Please note that ItaliaCollezione may use your contact details to inform you of the latest arrivals as well as style and lifestyle inspiration. If you would prefer not to receive these updates, you can unsubscribe in your email preferences.

For further detail, read our Privacy Policy in full here.

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WHAT ARE COOKIES? SHOULD I BE WORRIED ABOUT THEM?

A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag, previous purchases and to deliver content specific to your interests. They are designed to assist your shopping and are therefore nothing to worry about. Most browsers are automatically set up to accept cookies, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items.

Registered customers who have cookies enabled will be automatically recognised when they visit ItaliaCollezione. Your name will appear in a welcome message at the top left hand corner of the website. You will be able to access your Wish List and then add or move items, register interest for items not yet in stock or request item updates without signing in to your account.

When you proceed to purchase your name will show in the email address field. However, you will still be prompted to enter your password and review your shipping and payment details before completing your order. Please note that registered customers will be recognised for 14 days. After this time, users will be prompted to sign back in to their account.

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WHAT IS WISH LIST?

By adding items that you want into your Wish List, you can organise them into different lists and then shop them whenever you want.

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HOW DO I CREATE A WISH LIST?

To create a Wish List you will need to be registered and signed in on ItaliaCollezione. When browsing, use 'add to Wish List' on the product page'.

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WILL I BE NOTIFIED OF AN ITEM'S STATUS?

Messages such as 'low stock' and 'on sale' will keep you informed whether something is about to sell out or is reduced. You will also be able to see if you already have an item.

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NEED MORE HELP?

Speak to Customer Care for further advice on how to get the most out of your Wish List, email customercare@italiacollezione.com or call +31641850416, 24 hours a day, seven days a week.

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