Shipping and return

Delivery of goods

Colognese S.r.l. entrusts its shipments to DHL courier from Monday to Friday, from 9:00 to 16:00.

Orders received (with the exception of those placed on weekends) are processed within the next working day, and then entrusted to the courier.
Once the order has been entrusted to the carrier, delivery times are 1-2 working days for Italy, 2-5 working days for the rest of the world, with some exceptions.
As soon as DHL takes charge of the package, the customer will receive the tracking code of his shipment via email and can then monitor the same through the DHL portal www.dhl.it.
The presence of the customer or his representative is required for the delivery of the goods.
If the customer is not present at the time of delivery, he will receive an email from DHL through which it will be possible to reschedule a second delivery attempt.
If the package received is damaged or not intact, the customer is invited to accept the delivery "with reserve" and to immediately contact the Colognese S.r.l. customer service through the email customercare@colognese.com.
After 3 days from the date of delivery, the package will be considered normally delivered.

Please note: If for any reason, an order from colognese.com is not successfully delivered to the Customer’s address due to a lack of cooperation from the client (wrong telephone number, wrong address, absent at address, non-compliance with import regulations) as per the commercial agreement, the package risks being sent back to Italy at the Customer’s expense including any import fees that may be assessed. These fees will be deducted from any eventual reimbursement.

Delivery Charges

Couriers do not perform their service during the following holidays: 1 and 6 January, Easter and Easter Monday, 25 April, 1 May, 2 June, 15 August, 1 November, Christmas, 26 December.

For shipments outside the European Union, any taxes and customs fees are charged to the customer.

The shipping cost displayed during the order is calculated based on standard rates. Please note that for return shipments, customer-paid fees may undergo variations

Availability of the goods

If the item purchased by the Customer is no longer available, he/she will receive written notice at the same time as the total refund of the order.
Any requests to change the shipping address and / or personal data must be communicated to customercare@colognese.com, and are possible until the order is processed. Any type of modification requested subsequent to the Customer's receipt of the email with the order tracking code will not be taken over.

Return conditions

Right of withdrawal

Pursuant to art. 49, paragraph 4, the Customers, qualifying as Consumers, have the right to withdraw from the contract, without indicating the reasons, within 14 days from when the Consumer or a third party appointed by him has received the Product.
Customers who purchase with a VAT number cannot exercise the right of withdrawal.

Return procedure

The return request of one or more items of an order can be made within 14 days from the delivery of the order and the shipment to the Reseller must take place within 14 days after receiving the instructions and the waybill for the return.

The customer is required to send a written communication about the intention to return the item to customercare@colognese.com, specifying the order code and the item he intends to return, consequently he will receive the instructions to make the return.

The return is however subject to the following conditions:
- the Product must be returned to the Reseller, intact, unused, washed, stained or damaged and must be returned in the original packaging, complete in all its parts (including packaging and any documentation and accessory equipment); to limit damage to the original packaging, we recommend, when possible, to put it in a second box, on which to write down the address of the Reseller;
- the Product must be returned to the Reseller with all the original labels and identification tags affixed to it;
- in all cases, the affixing of labels or adhesive tapes directly to the original product packaging should be avoided.
The Reseller reserves the right to verify full compliance with the conditions indicated above and returns that do not comply with the conditions indicated above cannot be accepted or refunded.

The costs of returning the return (customs duties) are charged to the customer.

Once the integrity of the product has been verified, the refund process will start and can take up to 7 working days.
If the product is not damaged, the refund will be made using the same payment method used when placing the order; in the case of a bank transfer, the customer is required to communicate, during the return request phase, also the bank details on which to re-credit the amount.
If the customer has received an item other than the one ordered, he is required to promptly contact customercare@colognese.com reporting the anomaly found; after the appropriate checks, the Reseller will arrange for the return and replacement / refund of the same.