FREQUENTLY ASKED QUESTIONS
GENERAL REQUESTS
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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)
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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.
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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)
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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
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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.
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You can purchase using all major credit cards, including American Express, Mastercard, VISA.
You can also use payment methods via smartphones such as Apple Pay and PayPal.
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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.
-
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.
-
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.
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You can purchase using all major credit cards, including American Express, Mastercard, VISA.
You can also use payment methods via smartphones such as Apple Pay and PayPal.
RETURNS AND EXCHANGES
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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.
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- Access your account.
- Write to the email customercare@esemplare.it, indicating the reason for the return and the order number.
- 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.
- Contact a DHL courier or go to a DHL point to return your order.
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The refund will be processed within 14 days from the moment you requested the return, and the refund procedure for the charged amount will be initiated.
We will use the same payment method you used for the initial transaction. It's important to note that no additional costs related to this refund will be charged to you.
Please be aware that the refund may 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.
-
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.
-
The refund will be processed within 14 days from the moment you requested the return, and the refund procedure for the charged amount will be initiated.
We will use the same payment method you used for the initial transaction. It's important to note that no additional costs related to this refund will be charged to you.
Please be aware that the refund may be temporarily suspended until we receive the items.
-
- Access your account.
- Write to the email customercare@esemplare.it, indicating the reason for the return and the order number.
- 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.
- Contact a DHL courier or go to a DHL point to return your order.
-
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
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Becoming a member allows you to access a range of privileges that will enrich your shopping experience with us.
Registered members can access special discounts and exclusive promotions and will receive communications regarding new arrivals, staying informed about the latest updates and nonprofit projects.
Join us today and become part of the Esemplare world. -
Creating an account on our website is simple and fast.
- Access the Registration Page
- Enter your email address and your details
- Set a password
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.
-
Becoming a member allows you to access a range of privileges that will enrich your shopping experience with us.
Registered members can access special discounts and exclusive promotions and will receive communications regarding new arrivals, staying informed about the latest updates and nonprofit projects.
Join us today and become part of the Esemplare world.
-
Creating an account on our website is simple and fast.
- Access the Registration Page
- Enter your email address and your details
- Set a password
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.