Frequently asked questions

How can we assist you?

GENERAL REQUESTS

  • For any information, you can contact Customer Care using the following details:

    Email: customercare@esemplare.it

    Hours: Monday to Friday 8.30 AM - 1 PM / 2.30 PM - 5.30 PM (CEST)

  • We ensure the utmost security for all your purchases and comply with the current Privacy and Cookie regulations.

    We use the most advanced encrypted services (SSL) and secure connections, as indicated by the "HTTPS" prefix in the URL and the lock symbol that appears in the browser's address bar.

ORDERS AND PAYMENTS

  • To finalize your order, once you've confirmed the contents of your cart, enter the shipping address and select your preferred payment method.

    We cannot modify an order once it has been confirmed; it is not possible to change the size or color of items. However, you can request the cancellation of your order by contacting our Customer Care.

  • You can make purchases using all major credit cards, including American Express, UnionPay, Mastercard, VISA.

    You can also use smartphone payment methods, including Apple Pay, Google Pay, and PayPal.

  • Purchased products will be shipped within 48 hours of order acceptance. You will receive the email to track your shipment as soon as the goods leave our warehouse.

    Delivery takes place within 2-3 working days for orders placed from Italy.

    For orders outside of Italy, the expected times are 2-4 days for neighboring countries and up to 20 days for more distant ones.

    You can request a return for any item within 14 days from the delivery date.

RETURNS AND EXCHANGES

  • To initiate a return, you need to notify Customer Care at the email address: customercare@esemplare.it, providing your name, surname, order number, the item you wish to return, and the reason for the return. You will receive a confirmation email with the return address.

    You have 14 days from the delivery date of the package to initiate the return of your order. To ensure your return is accepted, products must be sent back in their original box, unused and undamaged, with tags attached in their original condition, and every component of the order must be present (including any accessories, stickers, tickets, and order confirmation).

    If any of these requirements are not met, the return will not be considered.

    A refund will be processed within 14 days of receiving the return, using the same payment method used during the order placement. If you made a purchase via bank transfer, we will request an IBAN to finalize the refund.

    1. Log in to your account and select the item you wish to return.
    2. Fill out the form indicating the reason for the return.
    3. Close the box and apply the DHL return label that you found in your package or received via email, making sure to remove the previous label.
    4. Contact a DHL courier or visit a DHL drop-off location to complete the return of your order.
  • The refund will be processed within 14 days from the moment you initiated the return request, and the procedure for refunding the charged amount will be initiated.

    We will use the same payment method you used for the initial transaction, unless otherwise agreed. It's important to note that no additional costs related to this refund will be charged to you.

    Please be aware that the refund might be temporarily suspended until we receive the items.

  • Yes, you can. To proceed with a replacement, please get in touch with our customer service. Our team will be delighted to assist you with the item exchange process.

    Please note that item exchange is subject to availability and certain conditions.

    We strongly recommend contacting our customer service as soon as possible to ensure that your exchange can be processed smoothly.

ACCOUNT

  • Becoming a member allows you to access a range of privileges that will enhance your shopping experience with us.

    Registered members will have exclusive access to private sales, where you can discover unique products and past collections. You can benefit from special discounts and exclusive promotions, and you will receive exclusive communications regarding new arrivals, keeping you informed about the latest news.

    Join us today and become part of the Esemplare world.

  • Creating an account on our website is simple and quick.

    1. Go to the Registration Page
    2. Enter your email address
    3. Log in by entering the OTP code you received via email

    If you encounter any difficulties during the account creation process, our customer service team is always ready to assist you. Feel free to contact us for any additional support.