1. DELIVERY
Delivery included in 48-72h
NATIONAL ORDERS: Delivery times refer to the moment when the courier picks up the order. The order leaves the day after placing it. The courier will deliver it in 24/48 working hours, excluding islands.
INTERNATIONAL ORDERS: The order leaves 1-2 day after placing it. The courier will deliver it in 3-4 working days
Delivery times changes according to national and international orders and may be delayed during holidays and promotional periods. For any request, please contact our customer service: eshop@emarinella.com and on our Whastapp number: +39 328 7681255
2. DELIVERIES IN ITALY
Courier used and delivery times
E.Marinella delivers orders directly to the customer’s home or wherever the customer wishes.
Delivery by the courier is made in 24/48H from the moment the order is given to the courier, i.e. the day after the purchase on the E-commerce website*.
Orders are processed from Monday to Friday and are dispatched the day after order confirmation.*.
The shipping of the order is included in the price.
*Delivery times may be delayed during holidays and promotional periods.
** During promotions and holidays, all orders placed on Friday will be dispatched on the following Monday.
How to enter shipping data
At the time of payment, the customer will be asked for the data required for invoicing and delivery of the products. Please be very careful when filling out the form with the data, specifying the correct delivery address and telephone number. The courier will take care of the delivery of the products to the indicated address.
Important things to remember:
- specify the correct address and name of the recipient
- specify mobile phone number in case of any eventualities
- pay attention to the delivery notifications issued by the courier for the receipt of the parcel. The courier will send the customer a message on the telephone number left at the time of order to provide the tracking of the shipment.
- In the case of a gift, this must be specified in the “order notes” field so that only the courtesy receipt is included, without the price.
For further information you can contact the customer service at the number 081 33 59 972 or at the e-mail address eshop@emarinella.com or at the number Whatsapp +39 3287681255.
How to track your order
When the order is shipped, the customer will receive an email or a confirmation message from the courier with the link to track the order.
3. DELIVERIES TO EU COUNTRIES
Courier used and delivery times
The courier used is DHL or another international carrier with shipment tracking service, with delivery in 72/96H from the moment the package is handed over to the courier**.
**Delivery times may be delayed during holidays and promotional periods.
In EU countries there is an additional charge of 20 euros for orders of less than 150 euros. This surcharge will be calculated automatically when you check out.
4. DELIVERIES UNITED KINGDOM
The courier used is DHL or another international carrier with shipment tracking service, with delivery in 72/96H from the moment the package is handed over to the courier**.
**Delivery times may be delayed during holidays and promotional periods.
The customer must pay any customs duty imposed by customs for shipments to the UK.
The DHL courier will contact the customer in order to clear any orders held in customs and complete the shipment. E.Marinella is not responsible for shipments not completed due to unresolved customs payments by the customer.
5. DELIVERIES SWITZERLAND
The courier used is DHL or another international carrier with shipment tracking service, with delivery in 72/96H from the moment the package is handed over to the courier**.
**Delivery times may be delayed during holidays and promotional periods.
The customer must pay any customs fees imposed by customs for shipments.
The DHL courier will contact the customer in order to clear any orders stopped in customs and complete the shipment. E.Marinella is not responsible for shipments not completed due to unresolved payments in customs by the customer.
6. USA DELIVERIES
The courier used is DHL or another international carrier with shipment tracking service, with delivery in 72/96H from the moment the package is handed over to the courier**.
**Delivery times may be delayed during holidays and promotional periods.
The customer must pay any customs fees imposed by customs for shipments to the USA.
The DHL courier will contact the customer in order to clear any orders held in customs and complete the shipment. E.Marinella is not responsible for shipments not completed due to unresolved customs payments by the customer.
If the order does NOT exceed $800, the customer will not be required to pay customs clearance fees.
7. DELIVERY TO COUNTRIES OUTSIDE THE EU
For all countries where it is not possible to purchase through our E-commerce platform, it will be possible to make the purchase by contacting our customer service.
The customer is required to pay any customs fees imposed by customs for shipments to countries outside the EU.
For further information you can contact our customer service at 081 33 59 972 or at the e-mail address eshop@emarinella.com or at the Whatsapp number +39 3287681255.
8. RETURN AND RIGHT OF WITHDRAWAL
8.1 NATIONAL RETURNS
If the customer is not satisfied with the order, the return policy of E.Marinella srl allows, according to the Legislative Decree 206/2005 “Consumer Code”, to return the purchased item without having to specify the reason, within 30 working days from the delivery of the order. The products must be returned intact and in the same state in which they were received. The customer has to inform E.Marinella customer service of his wish to return all or part of the order by writing to eshop@emarinella.com or by calling 081 33 59 972. All returns have to be authorized by E.Marinella. The return of an order placed in an Italian is free of charge. The customer must contact customer service at: eshop@emarinella.com or by calling 081 33 59 972, requesting a return reservation through our national transportation service. E. Marinella will book the courier to pick up the order, sending the return form in PDF format that must be filled out and placed inside the package. The customer must deliver the package to the courier who will assign the shipping label. The delivery time to E. Marinella corresponds to 3-4 working days. Once the return is received, E. Marinella will process it within 48 hours.
Once the products have been received and their integrity verified, the company will initiate the procedure for refund, item exchange or size exchange, depending on the preferences expressed by the customer. The return resolution preference must be specified by the customer in the return form sent by customer service after being contacted.
It is expressly excluded the return with consequent refund at points of sale E. Marinella srl, placed both in the Italian territory and abroad. Therefore, the customer cannot go to E.Marinella srl stores to return the item and receive a refund. The refund can only be requested by contacting customer care through the online procedures.
The return of the same order cannot be requested more than once.
*Orders placed after 01.12.2022 can be returned until 31.01.2023.
** Items purchased at a price reduction during the Black Friday promotional period are not subject to exchange. Only in case the customer would like to change the size of an item, please contact customer service.
Christmas Boxes can only be returned if they are returned in their entirety. It is not possible to exchange only one box component. For further information, please contact customer service.
8.2 RETURNS FROM EUROPE AND USA
The return of an order placed in Europe or America is free of charge. The customer must contact customer service at the following address: eshop@emarinella.com or by calling 081 33 59 972, requesting a return reservation via our DHL (international) transport service. E. Marinella will book the courier to collect the order and send the customer the return form in PDF format, which must be filled in and placed inside the parcel. The customer will receive an email from DHL with the return label and the possibility to book the day for collecting the parcel. The delivery time to E. Marinella is 3-4 working days. Once the return has been received, E. Marinella will process it within 48 hours.
Shipping costs, amounting to 20 euros, will not be refunded if the order for which the return is requested is less than 150 euros (see Terms and Conditions point 3.1).
For international orders, it is ONLY possible to request a refund for the return made. It is therefore not possible to request an exchange of an item. In this case, the customer must place a new order.
Returns with consequent reimbursement at E. Marinella srl sales outlets in Italy and abroad are expressly excluded. Therefore, the customer cannot go to E.Marinella srl sales points to return the article and receive the refund. The refund may only be requested by contacting customer care.
The return of the same order cannot be requested more than once.
8.3 RETURNS FROM UK AND SWITZERLAND
Customers who have placed orders in the UK and Switzerland and wish to request a return, should contact E.Marinella customer service via email at eshop@emarinella.com or via Whatsapp at +39 238 768 1255.
Returns are possible if requested within 30 days of receiving the order.
In the event of receiving an order which does not conform to the one ordered, the customer must notify E.Marinella customer service within 24 hours of receiving it.
Furthermore, for international returns, it is not possible to request an exchange but only a refund. To exchange an article, the customer must place a new order.
Time and modalities of the refund
E.Marinella will credit the cost of the returned products to the customer, retaining, where necessary, the amount of any unpaid shipping costs, which will be definitively borne by the customer. The refund will be issued in 14 days from the date of acceptance of the return.
The customer can see the refund in its banking account depending on the method of payment used and specifically:
– Credit card: the technical time to obtain the refund depends on the credit institution that issued the card.
- Paypal: the refund will be made directly to the customer’s Paypal account and will be visible in a couple of days. Paypal itself will send a communication confirming the refund.
- C.O.D. payment* (only in Italy): to obtain a refund, the customer must have a bank account available. You will be contacted by Customer Care to define the details of the refund.
In the event of a damaged item, please contact our Customer Care service at the dedicated address eshop@emarinella.com within 24 hours of receiving the package.
