Shipping and Returns
Shipping
Shipments are carried out by express courier.
The cost and management of shipping are borne by Stagnoli. The shipping cost will be charged to the Purchaser in accordance with the rate schedule in force, which takes into account the size of the parcel and the destination. For orders exceeding the standard value of €100, Stagnoli reserves the right not to charge any shipping cost.
Stagnoli undertakes to process and accept Orders within the following time limits: Orders are generally shipped on the same day if submitted by the Purchaser by 11:00 a.m.; otherwise, they will be processed and handed over to the courier on the following business day.
Saturdays, Sundays, and public holidays are not considered business days; Orders submitted on such days will be taken in charge on the first following business day.
Delivery times to the Purchaser run from completion of processing of the order, as notified by Stagnoli by e-mail, and are normally 3 business days for Italy and 5 business days for the rest of the European Community, subject to customs clearance for non-EU countries (e.g., Switzerland).
For shipments to islands and “hard-to-reach” areas, such as the historic center of Venice, these time limits may be extended by 1–2 business days.
In the event of a delivery delay exceeding 14 (fourteen) business days, the Purchaser may cancel the Order within a maximum period of 30 (thirty) business days from the date of receipt of the Order confirmation e-mail, by sending an e-mail to shop.assistant@stagnoli.com. Only where the delivery delay is attributable solely to Stagnoli and/or the carrier shall the Purchaser be entitled, in addition to cancellation of the Order as set out above, to reimbursement of any shipping costs incurred, provided that the entire Order is returned by the Purchaser to Stagnoli. Reimbursement of costs will be made in the manner set out in the Returns and Exchanges section, within 14 (fourteen) business days from the date on which Stagnoli receives the goods.
Where the delay is not attributable to Stagnoli or the carrier, the Purchaser shall not be entitled to claim either reimbursement of the amounts paid or a new shipment of the ordered Products.
Where the Order is not returned in its entirety and in full, the Purchaser shall not be entitled to claim either reimbursement of the amounts paid or a new shipment of the ordered Products.
Returns and Withdrawal
Within 14 days of receipt of the order, the customer may exercise the right of withdrawal pursuant to European legislation on the right of withdrawal (Directive 2011/83/EU).
In every case of return from, or withdrawal from, the order, the Purchaser must follow the procedure set out below:
Registered users must log in to their Personal Area, locate the relevant order in their purchase history, and submit the request using the dedicated button, completing the return form with the following information:
- Product(s) to be returned
- Quantity to be returned
- Reason
Users who make a purchase without registering may exercise the right of withdrawal using the dedicated form available at the bottom of the relevant page of the website. To proceed, the form must be completed with the following information:
- First and last name
- Telephone number
- Order identification number
- Item code of the product to be returned
- Any additional notes
Once the request has been received, the relevant team will provide the instructions necessary to complete the return procedure.
To carry out the return, the Purchaser must use the shipping label that will be sent by Stagnoli only following the return request. In this way, the Purchaser will not incur any transport costs and need only hand over the parcel to the indicated courier.
To obtain reimbursement of the price paid for the Products, the Purchaser must ship the purchased Products within 14 (fourteen) business days of sending the return notice to Stagnoli.
Stagnoli reserves the right to refuse the return of Products shipped late, or of Products that are not in their original condition, or for which the right of return does not apply.
The Purchaser undertakes to keep and store, with the utmost care and diligence, the Products received for which the Purchaser intends to exercise the right of return, keeping them intact together with their original packaging.
Once Stagnoli has received the goods in accordance with the foregoing and has carried out the necessary checks, Stagnoli will refund the Purchaser within 14 (fourteen) business days from receipt of the Products.