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 from receipt of your order to make a return.
It's very simple! Log in to your account, in the section at the bottom of the homepage on the site, click on "Easy Returns", there you will find a form to fill out with all the necessary info.
Our customer service department will do a review on your return request and approve it. You will receive an email with instructions on the procedure to follow. If you are interested in making an exchange (such as a size change, color change or simply an item change), you can make a return and choose as a refund option a voucher that you can immediately reuse.
Can I cancel or change an order?
It is not possible to request a change to an order but, alternatively, you can request a cancellation of an order before it is forwarded to our warehouse. You can request an order cancellation by contacting us using the form on the site by clicking here.
Always wait for confirmation of your order cancellation. In some cases it may not be possible to proceed with the cancellation and, in these cases, you will have to wait for the order to be delivered 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 shipping method available is express shipping.
Shipments to Italy are handled by GLS Express courier.
Shipments to European countries, other than Italy, are handled through DHL Express.
What is the delivery time?
Order fulfillment and delivery time is 2-4 business days total. We process all orders received by 1 pm on the same day, with delivery within the next 24-48 hours (weekends and holidays excluded).
NB: Orders containing products from the Special Price collection have longer delivery times (4 to 6 business days from order).
Do you make deliveries on holidays?
Unfortunately, we cannot deliver on national holidays and weekends.In these cases, the package is likely to arrive on the next business 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 did not receive all the items I had purchased. 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 countries in the European Union and many countries outside the EU. The list of countries to which we deliver is constantly being updated.
The countries where you can shop online 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 shipment confirmation email, please verify via the tracking link whether your order is in transit or has been delivered. If you have any problems or inconsistencies with your shipment, please contact our Customer Service Department.
If, on the other hand, the deadline for delivery has passed and you have not yet received the shipment confirmation email, please contact our Customer Service Department via theform.
After how long do I receive a refund for my return?
It may take a few business days (excluding weekends and holidays) for your return to be received by the warehouse and properly registered.
Once this has happened, we will email you within one business day to confirm that we have received your return and issued a refund/issued voucher for the same amount.
All refunds will be automatically issued on the payment method used to place the order. In case of cash on delivery payment, the refund of the amount paid on delivery will be made by bank transfer. In this case you will need to provide us with an IBAN by entering it in the return request form when making the request.
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 are not satisfied, you can make a return no later than 14 days after receiving your order.
- Please fill out the return request form by entering all the required information, indicating the reason for the return and the method of refund.
- Once the return request is received, if approved, a confirmation will be sent via email with all the instructions on the next steps to follow.
Arav Srl reserves the right to refuse returns of products without labels and / or damaged, orders paid with return coupons.
In case of returns made for defective goods, the return shipment will be borne by Arav Srl. If, however, the return is requested by the user's choice, the return shipping costs will be deducted from the final refund.
Goods cannot be exchanged but only returned.
The refund of a return is issued within 14 days of arrival in logistics and on the same method of payment used at the time of purchase.
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.