Customer Care
SHIPPING
Where is my order?
All orders are shipped by express courier and related tracking. As soon as your order is shipped, you will receive a shipping confirmation email and link to track the delivery status
How can I exchange or return an item purchased online?
You have up to 14 days available from the reception of the order to make a return.
It's very simple! In the section at the bottom of the homepage on the site, click on "Rendo easy", there you will find a form to fill in with all the necessary info.
Our Customer Service will take care of checking your return request and approving it. You will receive an email with the instructions on the procedure to follow.
Can I cancel or change an order?
It is not possible to request the modification of an order but, alternatively, it is possible to request the cancellation of an order before it is forwarded to our warehouse. You can request the cancellation of the order by contacting us by means of the form on the site, clicking here.
Always wait for the confirmation of the cancellation of the order. In some cases it may not be possible to proceed with the cancellation and, in these cases, you will have to wait for the delivery of the order and then make a return.
I have a promo code/discount, how can I use it during online purchase?
Choose the product(s) you want and add to your cart! You can use your coupon code on the cart page, before proceeding to checkout, by entering the coupon in the space provided.
What is the shipping method?
The only available shipping method is the Express one.
Shipments to Italy are managed through TNT courier.
Shipments to European countries, other than Italy, are managed by DHL Express.
What is the delivery time?
The evasion and order delivery times are 2-4 total working days. We escape all the orders received by 1 pm in the day, with delivery in the following 24-48 hours (weekends and holidays excluded).
Do you make deliveries on holidays?
Unfortunately we cannot deliver on national festival days and during weekends. In these cases, the order is likely to be delivered during the first following working day.
Do you make deliveries to business addresses?
We can deliver either to your home address or to your work address, just make sure the correct delivery address is given when ordering.
I didn't receive all the items I bought. What do I do?
If you have not received any emails regarding the partial delivery of your order in the days prior to the delivery of your order, please contact our customer service department using the appropriate form in the Contact Us section.
The items received are not the right ones or have defects. What do I do?
If you have received an incorrect or damaged item, we will process the return at our expense and make - as soon as the return is received and checked - a refund of the item and related shipping costs. To return, you will need to follow the standard return procedure described here, selecting the correct reason for return.
Are items added to the cart automatically reserved?
No, products added to the cart are not reserved.
How can I stay updated on offers and news?
Sign up for our newsletter! You will be updated on the latest trends and our promotions. Go here.
In which countries can I shop online?
You can currently shop online in most European Union countries and in many non -EU countries. The list of countries in which we deliver is constantly updated.
Countries where you can make online purchases are clearly indicated on the checkout page.
I have problems with the delivery of my order, what can I do?
If you have received the shipping confirmation email, check through the special tracking link if your order is in transit or if it has been delivered. In case of problems or inconsistencies with the shipment, contact here our customer service.
If, on the other hand, the terms for delivery have expired and you have not yet received the shipping confirmation email, contact our customer service through the form special.
After how long do I receive a refund for my return?
A few working days (excluding weekends and holidays) may be needed so that your return is received by the warehouse and correctly registered.
Once all this happens, we will send you an email within one working day to confirm that you have received your return and refund/issued good of the same amount.
All reimbursements will be automatically issued on the payment method used to place the order.
I was not reimbursed for the shipping costs.
In case of return by choice, we only refund the price paid for the items and not the shipping cost.
RETURN CONDITIONS
If you have made a purchase and you are not satisfied, you can make a return no more than 14 days from the reception of the order.
- Fill in the Request request form By entering all the information requested, indicating the motivation of the return and the reimbursement method.
- Once you receive the return request, if approved, an email confirmation will be sent with all the instructions on the subsequent steps to follow.
AVV srl reserves the right to refuse renders of products without label and/or damaged and orders paid with return coupons.
In the event of a return for defective goods, the return of returning will be borne by AVV srl. If, on the other hand, the return is required by choice of the user, the return shipping costs will be deducted from the final reimbursement.
The goods cannot be changed but only made.
The reimbursement of a return is issued within 7 days of arrival in logistics and on the same payment method used during the purchase phase.
METHODS OF PAYMENT
The prices shown on the site are to be considered inclusive of taxes and VAT. Any shipping costs or payment fees are in any case communicated to the customer during checkout, before the purchase is finalized.
The available payment methods are:
- PayPal
Paypal is a completely secure online payment method that will allow you to pay for your order by accessing your account directly. Your account and credit card information will be handled directly by Paypal, which will simply provide us with an email notification after payment has been made.
- Credit/debit card
Credit/debit cards from the Mastercard, Visa, American Express, Maestro, etc. circuits are accepted.
Transactions are protected by 3D Secure and in line with the new payment services guidelines*.
- Apple Pay, Google Pay, Shop Pay, Amazon Pay
You can make online shopping even easier, faster and safer by using your Apple Pay, Google Pay, Shop Pay or Amazon Pay account. Finalize your purchase by using the information already stored in your accounts to pay for items purchased on our website.
- Scalapay, pay in three convenient installments
Scalapay is a payment method that allows you to buy online and pay in three convenient installments on a monthly basis. The service has no additional cost if the installments are paid by the due date. At the time of purchase you will be immediately charged for the first installment. The next 2 installments will be charged to you in the following two months. This payment method is available only for amounts less than 300€.
*As of September 14, 2019, the new Payment Services Directive, also known as PSD2, will be implemented in all European Economic Area (EEA) countries. PSD2 introduces strict new security requirements for electronic payments aimed at reducing the risk of fraud.