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Faq

Here you will find our answers to your most frequently asked questions about orders, shipments, purchases and deliveries, on registration on our website and all services that Alessi offers. If you require further assistance, remember you can always contact our Customer Service at ecustomercare@alessi.com.

PUCRCHASE ONLINE- How can I place an order?
  • Shopping on Alessi.com is quick and easy. You can complete a purchase without registering. However, we recommend you to create an account to access exclusive areas and services dedicated to our customers.

    Search for items

    You can freely consult our catalogue by selecting the category of your interest from the navigation menu; to make your search more precise, use the filters or the internal search of the site.

    Information on products

    Each product sheet contains all the information relating to the item (description, composition, material, size ) and, by clicking on the product image, you can enlarge it to display all the details.

    How to purchase a product on Alessi.com:
    1. from the product sheet, select the features of the item from the available combinations
    2. add the product to your cart
    3. if you decide to continue shopping, you can view the contents of your shopping cart at any time by clicking on the icon at the top right of the screen
    4. click on the shopping cart icon and decide when to proceed with the order
    5. if you are a registered user, you can login or continue as a guest and enter the shipping address and the billing address
    6. select a desired shipping type and payment method
    7. enter your payment information
    8. check that the information entered is correct and click on "Purchase".
    Within a few minutes, a thank you message in the center of the page will inform you that the purchase process has been completed successfully. Finally, you will receive a confirmation email with your order details.

PUCRCHASE ONLINE- PROMOTIONAL CODES
  • What is the promotional code and how does it work?
    The discount code is provided to take advantage of special offers; we often send promotional codes to customers subscribed to our Newsletter on special occasions.

    I have a promotional code, how can I use it?
    If you have received a promotional code, all you have to do is entering it in the order completion page: the discount will be calculated and displayed automatically.
    Please, check that the discount has been applied before completing your purchase.
    Remember to enter the promotional code when finalizing your order as it will not be possible to add it later.
    If, after checking, your code does not work, please contact our customer service.

    Please, also note that offers and discounts in some cases can not be combined or are not valid for certain categories of products, for example spare parts; check the conditions of the offer on the message received.

MY ACCOUNT- How can I register?
  • Creating an account is easy and free!
    You can click this link, enter the required information and choose a password.
    Registered users can save their favourite products to the wishlist and access all order and returns information.

MY ACCOUNT- Do I need to be registered to purchase from Alessi.com?
  • You do not need to be registered to purchase but you will not be able to view orders placed in your private area.

MY ACCOUNT- I forgot my password, what can I do?
  • To recover your password just log in to the following link and enter the email address you have used to register.
    You will receive a message that will allow you to save a new password linked to your My Account.

MY ACCOUNT- How can I change my account details?
  • To change your details, please log in to your My Account by entering your email address and password.
    By clicking on "Edit" you can update your data.

ACCOUNT- How do I delete my account?
  • Sorry that you want to leave us! Remember that your My Account is free and allows you to shop with ease and take advantage of exclusive offers and discounts.
    If you still want to deactivate your My Account, please contact our Customer Service confirming your personal data and the email address you have used to register. Once we receive this information, we will deactivate your My Account and send you a confirmation email.
    If you change your mind in the future, you will simply need to contact our Customer Service and provide your details again and we can reactivate your My Account. Alternatively, you can re-register using a different email address.

NEWSLETTER- How can I subscribe to the newsletter?
  • You can sign up from the Home Page, by entering your email address, or directly at the time of registration to My Account.

NEWSLETTER- How do I unsubscribe from the newsletter?
  • If you no longer wish to receive our newsletter, click on the link to unsubscribe at the bottom of our emails.
    It may take up to 7 days for this change to become effective.
    If you change your mind in the future, you can re-register by simply following the instructions above.

ORDERS AND SHIPPING- orders
  • How can I verify that my order has been confirmed?
    If the order has been placed correctly and is confirmed, you will automatically be redirected to the confirmation page where you will find your order number. You will also receive an email with all the details.

    How can I check the status of my order?
    If you are a registered user, log in to your My Account reserved area to view the status of your order in the My Orders section.
    If you are not registered, you will still receive an email when your order is processed from our warehouse with a link to track your shipment.

    Can I cancel or change my order (add or delete items)?
    Once you have completed your order, you cannot change or cancel it.
    You will have to wait for the delivery and proceed with any return and / or repurchase.
    To exercise your right of withdrawal, please refer to the instructions on our Returns & Refunds page.

ORDERS AND SHIPPING- Delivery time
  • Standard delivery takes place on average within 3 working days from the shipment of the order in Italy*, within 5 working days in Europe and within 8 working days for all other destinations in the world.
    If the Express service is available, delivery will be made within 1-5 working days from the shipment of the order to all destinations.

    All orders are processed automatically, so it is not possible to change the shipping and delivery times.
    Carriers do not deliver on Saturdays, Sundays or public holidays; delivery times may be delayed during public holidays in Italy. For delivery to non-EU countries, customs clearance procedures may cause delays beyond our original delivery estimates.

    For orders placed by credit card or PayPal, an administrative check may be required with order handling times of up to 48 business hours.
    For orders made by wire transfer, the processing and shipping time will be calculated from the receipt of the credit to our bank account. Once we get your credit, you will receive an email confirming that we have received your payment.

    *=5 days for islands, Calabria and areas that are difficult to be reached
    **=excluding goods held for customs purposes

    *****
    We are committed to meeting delivery times, but during the most demanding periods (including sales) delivery times may vary slightly. In addition, occasional technical updates to our operating system, or force majeure (such as particularly unfavourable weather conditions), may make certain delivery services temporarily unavailable or affect the time limit within which you place an order and the expected delivery times. Nevertheless, we want to reassure you that we will always commit to minimize these changes.

    Can I choose the day and/or time of delivery?
    Unfortunately, it is not possible to choose a specific time and day. You can still try to contact the courier directly to agree on a possible delivery date.

    What are the shipping costs?
    You can view the shipping costs at the time of purchase and select either Standard Shipping or Express Shipping, if available.

ORDERS AND SHIPPING- SHIPMENT TRACKING
  • How can I track my order shipment?
    All orders are sent with a traceable shipping service and, once shipped, we will send you a confirmation email containing the link to track the progress of your parcel.
    After 24 hours from sending the order, you can follow the shipping status by accessing the tracking page.

    More than 24 hours have passed and I have not received the order confirmation email; what should I do?
    If you viewed the confirmation message at the time of purchase, we recommend that you also check the spam folder. If you can't find your order confirmation email, please contact our Customer Service.

ORDERS AND SHIPPING- Payments
  • What are the payment methods available?
    On Alessi.com, you can make the payment by: credit card, debit card or prepaid card belonging to any international circuit, bank transfer.

    Is payment secure?
    Security is extremely important to us, so we want you to know that your information will be encrypted and secure. On Alessi.com, every purchase is made with maximum security thanks to the use of certified secure servers and the adoption of the most advanced encryption systems (SSL). All transactions are processed by a secure online payment gateway that transfers payment information using the highest security standard, in encrypted form: your credit card details will be totally unreadable to third parties. We also use only secure connections, as shown by the prefix "https" and the lock symbol that appears in the address bar of the browser. To protect your purchases made by credit card, you will be asked to enter the security code CVV2/CVC2/CID for each order.
    We also take the risk of fraud seriously: all credit and debit card payments are subject to validation and authorization by your bank and us.
    Our payment department will perform anti-fraud checks before approving the transaction and, for added protection, may contact you for further details before confirming your order.

    What is the security code?
    On Mastercard and Visa cards, the security code is a 3-digit number located on the back of the card near the space reserved for the cardholder's signature. On American Express cards, the security code is located on the front of the card and consists of 4 digits.

ORDERS AND SHIPPING- After sales service
  • Who should I contact for assistance in the event of a garment defect?
    We are very sorry if you received a defective product and we want to help you solve the problem as quickly as possible.
    For products purchased at our stores or authorized resellers, please directly contact the point of sale where the purchase was made.
    For online purchases, contact Customer Service as soon as you discover the defect and provide as many details as possible (order number, which item is defective, which is the defect, etc.).
    A member of our Customer Service will find a solution and answer your request as soon as possible.

    What does the warranty cover and how long does it last?
    The warranty covers product defects excluding used or improperly treated products; by law, it lasts 24 months from the date of purchase of the product, as shown on the receipt/invoice.

RETURNS AND REFUNDS- RETURNS
  • How can I make a return?
    Sending us a return via our courier service is free and very easy: visit our Returns and Refunds page [link]. You can also choose to send your return via a different courier but, in this case, the costs will be borne by you.

    How can I change my purchase?
    If you would like to change the purchased item to one of a different dimension or colour, please return it for a refund and place a new order.
    To return your purchase, we recommend you to follow the instructions on the Returns and Refunds page.

    Is it possible to return a product to a physical point of sale?
    Items purchased from our online store cannot be delivered to physical stores.
    Please, visit our Returns and Refunds page for more information.

    I filled out the return form but I changed my mind and decided to keep the item. What should I do?
    We are happy that you decided to keep your purchase. Don't worry: you don't have to do anything and you don't need to contact us.

RETURNS AND REFUNDS- Refunds
  • How long does it take to receive a refund?
    Depending on the shipping method you have used, it may take up to 15 working days (weekends and public holidays excluded) for your return to reach our warehouse. Once received, we will send you an email to confirm your refund.
    All refunds will be automatically made to the payment method used to place the order. The amount will be available again in your account in 5-10 working days depending on the processing time of your bank.

    How will I be refunded?
    All returned items will be refunded to the payment method used for the purchase (credit card, prepaid card, etc.) or by bank transfer.
    In case of payment by bank transfer, we kindly ask you to provide the bank details on which to make the refund during the return procedure.
    When an order (or part of it) is returned, we only refund the price paid for the items and not the shipping costs, duties etc. unless the entire order has defects.

    Can I receive a refund on a different card than the one I used for my order?
    For security reasons, we cannot refund you to a card other than the one used for your purchase.