FAQ

CUSTOMER SERVICE

Do you need assistance?

If you need help you can contact us at online@quellogiusto.it, WhatsApp number 366 803 5479 (onlychat) o phone to 049 9344944 from monday to friday, from 08.30 to 13.00 and from 14.00 to 17.30.


PAYMENTS

Which payment methods are accepted for shop on-line?

To purchase products on our site, you can pay with:

  • Credit Card (Visa, Visa Electron, V Pay, Mastercard, Maestro, Postepay)
  • PayPal System
  • Masterpass System
  • Cash on delivery (valid only in Italy. It’s a particulary method of delivery, for this case it’s required an increase of € 5,00 which must be paid directly in the hands of the courier)

What is security system 3D Secure?

3D Secure is a security system which allows to verify if an user is the effective holder of the card used for the online purchase. During transaction, the card company asks to the customer a secret code in order to prove that he is the legittimate owner. Each bank use differents mode to generate and provide 3D Secure Code, for this reason, customers have to contact the own bank to get the code. When it's request, customers have to insert the code to complete the purchase (3D Secure Code is NOT the code shown on the back of the card).

For more details visit delivery & payments.


SENDING

How soon I’ll get the item purchased?

Orders will be process and sent within  3/5 working days. The delivery with express courier will cover 1/2 working days for italian destination e 2/5 working days for foreign sending and  based on destination country. Delivery time could vary depending on holiday periods or on the destination to be reached.

Which are the forwarders with which you collaborate?

We collaborate with express couriers BRT, GLS and DHL. Deliveries takes place from monday to friday.

How can I track my sending?

As soon as we proceed with the sending you'll receive an email with a link with which you'll be able to track your sending. For more details you can contact us at online#quellogiusto.it or phone to our customer service at 049 9344944. We work from monday to friday, from 8.30 to 13.00 and from 14.00 to 17.30.

For more details visit delivery & payments.

 

SIZE CHANGE

What should I do for replace an item?
 
If one or more items purchased on Quellogiusto don't meet your needs in terms of size or size, you can request, as an alternative to the right of withdrawal, the procedure of size change following this procedure:
  • Send the request of size change to online@quellogiusto.it within 14 days from the receipt.
  • Wait for the change authorization email with RMA code from Quellogiusto.
  • Check that the producst are in the same conditions in which they were received, pack the product with a suitable box (such as the one you received)
  • Require the pick-up of the package at home to online@quellogiusto.it or send the package to Quellogiusto with a trusted courier.
  • Quellogiusto receives items, check the compliance with the conditions of size change and provides for the sending of replacement products.

For more details visit the procedure of size change.

Is the size change free?

Shipping costs for size change are charged by the Customer. For the retun of the products for the size change you can also require the pick-up service by express courier BRT, GLS or DHL organized by Quellogiusto. The service must be booked contacting Quellogiusto at online@quellogiusto.it specifying the date and the address in which the pick-up will be take. The service costs € 8.00 and it must be paid exclusively in cash to the courier in charge at the time of delivery of the replacement item (nothing must be paid instead at the time of collection of the products for which the change size was required). The service is available only for Italy and the courier is choosen exclusively by Quellogiusto. Shipping costs for the replace item are charged by Quellogiusto.

When will be shipped the replace item?

Quellogiusto will shipped the replace item within 14 days from the day in which you've received the item for which the replacement is required for.

 

RETURNS AND REFUNDS

What should I do to return an item?
If one or more items purchased on Quellogiusto don't meet your needs in terms of size or size, you can request, as an alternative to the right of withdrawal, the procedure of size change. Instead, if you want return one ore more item for differents reason follow this procedure:
 
  • Send the return request to online@quellogiusto.it within 14 days from the day of the receipt
  • Wait for the return authorization email with RMA code from Quellogiusto.
  • Check that the Products are in the same conditions in which they were received, pack the Products with a suitable box (as the original packaging)
  • Request by email to online@quellogiusto.it the pick up of the package at home or send the package indipendently to Quellogiusto.
  • Quellogiusto receives the items, check the respect of the return conditions end than refund.

For more details visit the section returns and refunds.

Iss the return free?

Shipping costs for the return are charged by the Customer. For the return of the Products, Customers can also use the pick-up service by express courier BRT, GLS or DHL organized by Quellogiusto. The service must be booked by contacting Quellogiusto at the email address online@quellogiusto.it specifying the date and address where the Products will be collected. The cost of the collection is 8.00 € and will be retained at the time of the reimbursement. The service is only available for collection in Italy and the choice of courier is made exclusively by Quellogiusto.

How much time do I have to send the return?

For the return request you have 14 days from the day in which you've received the purchase, instead the sending of the return has to be place within 14 days from the day you've communicated the request of return.

How do I have to send the return?

For the return to Quellogiusto you can send the package with a trusted courier or require the pick-up at hom with express courier BRT, GLS or DHL, organized by Quellogiusto contacting online@quellogiusto.it. The cost of the collection is 8.00 € and will be retained at the time of the reimbursement. The service is only available for collection in Italy and the choice of courier is made exclusively by Quellogiusto.

How do I have to prepare the package for the return?

To prepare the package for the return use a box suitable for the transport, for example the package you've receveid. Products has to be returned or delivered using a box suitable for the transport (for example the one with wich goods has been received), has to be insert in their original package, whole, not used, not worned, not washed, not damaged and they must have their identification tag or label or seal. In particular, goods must not present any signs of use, other than those compatible with the performance of a normal test of the article, so they will not have to trace a prolonged use (over a few minutes) exceeding the time necessary for a test.

What should I do with the RMA authorization code?

Insert in the package the RMA authorization code you'll receive from Quellogiusto Customer Service and it will speed up the retunr and the refund procedure.

For the return booked by Quellogiusto, have I to apply a label?

In case of pick-up from express courier organized by Quellogiusto (after a specific require from the Customer) it's not necessary to apply any label.

Can I place the return in one of the Quellogiusto stores?

The return of Products purchased online has to be place exclusively with the sending to Quellogiusto.

How do the refund takes place?

Quellogiusto will ship the replace item within 14 days from the day it was informed of the Customer's decision to withdraw from the contract.

 

ORDER MANAGEMENT

How can I place a new order? 

To place a new order we suggest you to visit the section how to buy.

How can I check orders already place?

You can consult order already place directly on your personal area clicking on MY ORDERS (only for registered users).

What's happens if an item of my purchase is not available?

If a product is no longer available when processing an order because it's out of stock in our warehouses or those of our suppliers, an e-mail will inform you of the problem and your order will be updated with the deletion of the item not available. The other products will be shipped and the amount of the item not available will be automatically deducted from the total cost indicated during the purchase phase, regardless of the chosen payment method.

 

USER REGISTRATION

Password forgot?

If you have forgot the password to acceed on your account click on LOG IN and than on FORGOT YOUR PASSOWRD? Enter the email address you registered with and confirm, we'll send you an email that will allow you to set a new password.

Can I modify the password?

Yes, it's possible modify the password. Just enter your account, click on ACCOUNT INFORMATION and then select CHANGE PASSOWRD. Fill in the indicated fields to set your new password.