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Order problems



1) Can I change my address after placing the order?

    Once you have placed your order, you will not be able to update your shipping address.

2) Can I request that my package be held at a local courier for collection?

    Yes. The package can be shipped using FedEx or UPS. You can find the courier on the "order details" page when you select "track my order". You can request that the package be held at a Poste pay or UPS office upon request. You can also set up the request through SDA Poste Italiane for the shipment of parcels by post. Please note that a government ID that matches the shipping address is required for the courier to release the package. Packages will be held for 10 working days at the courier's office before being returned to the sender.

3) What happens if my package is delivered but I haven't received it?

    Please wait 48 business hours after the tracking update to see if the package has been delivered.
    Check with other people in your family or with your neighbors if they have received the package.
    If you haven't received your package yet, chat with us (link below). Please have your order number and email address ready.

4) What happens if my package has a pending traceability status?

    Wait up to 48 hours to see if the status update changes. If you still don't see a status update, contact the shipping carrier to identify when your package will be delivered.
    If you still don't see the tracking movement, chat with us (link below). Please have your order number and email address ready.

5) I am a Premium member but do not receive free shipping?

    If you became a Premium member during the checkout process and did not receive the free shipping option, please return to your cart and go to the shipping page. You should now be able to select the free shipping option and once you click "Next" your selection will override the paid shipping options already selected.

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