Frequently asked questions

FAQs we're here to help

Q1. CUSTOMER SERVICE - HOLIDAYS

HOLIDAYS
• New Year (January 1st)
• Easter
• Easter Monday
• Liberation Day (April 25)
• Labor Day (May 1st)
• Feast of the Italian Republic (June 2)
• Mid-August (15 August)
• 8 December
• Christmas (December 25th)

Q2. PREORDERS

What is a order?
Pre-ordering allows users to purchase upcoming items. Please note that once received, the quantity, size or color of the ordered items cannot be changed.

When do I request an order?
Pre-deposit of the item price is required prior to shipping; credit card or bank transfer payment will be charged once the item is available for delivery.

WHEN WILL MY ORDER SHIPPED?
You can check the estimated shipping date on the product page or in the confirmation email. We inform you that orders are processed automatically and the actual shipping date may vary.

Q3. Returns and replacements for purchases

Can I return items purchased online from the WLNSCASHMERE.IT site?
You can return the product for defects or alterations of the product and any other change of mind cannot return the product.

Can I request a refund for my purchased product?
Refunds are not included in our internal policy. In the case of returns, if financially permitted, refunds will be made in the form of vouchers only.

Can I change items after receiving VAT refund at airport customs?
For tax issues related to duty-free sales, always contact customer service or a staff member for assistance.

When and where can I change the purchased product?
The already widespread direct sales network expands with the opening of new boutiques in numerous countries each year. Except where permitted, we will do our best to secure an exchange. If in doubt and need assistance, please contact your sales representative or customer service

Q4. Shipping

What is the delivery time and cost?
IMPORTANT: We inform our customers that delivery will be delayed due to the current situation. We apologize for any inconvenience.

Express shipping
Average delivery time: 1-2 working days
emptied

Standard delivery
Average delivery time: 2-3 days
emptied

Ships within 1 day
Average delivery time: next day if ordered before 4:30pm
EUR 20

The following regions are excluded: Campania, Sicily, Calabria, Sardinia, Basilicata, Valle d’Aosta.

Cash surcharge upon delivery
4 euros

Delivery takes place during business hours, Monday through Friday, excluding public holidays. The delivery company makes 3 delivery attempts. After the third, the order is returned to the warehouse.

All orders are processed automatically and delivery and delivery times cannot be changed.

Where can I ship my order?
Delivered throughout Italy, except Livigno, Campione d’ Italia, Post Office Boxes and Fermo Posta. Orders for this address will be automatically cancelled.
To ship your order outside of Italy, you need to select the destination country from the links on each page of the site. Need more help? Please do not hesitate to contact us and we will be happy to help.

Q5. PAYMENTS

What payment methods can I use?
Wellness Cashmere accepts the following payment methods:

Credit Cards: Visa, MasterCard, American Express and JCB; Visa Electron; Rechargeable credit card; Maestro ATM has been activated.
The amount will be charged to the card upon delivery.

PayPal: You can conveniently purchase online without having to enter your credit card information on the site.
When the order is placed, it will be withdrawn from your account. Visit paypal.com to register for a new PayPal account.

Cash on delivery: method available for amounts less than 1,999 euros.
Upon delivery, the exact order amount indicated in the delivery confirmation email must be available in cash. The courier cannot give change and does not accept checks. In case of a refund, you must indicate your bank or postal checking account.
There is an additional fee of € 4.00 for this payment method.

Is the price displayed on the site the final price?
For each order, Wellness Cashmere issues a receipt. The document will be sent as an attachment to the delivery confirmation email. Note: Once the order is confirmed, we cannot revise the data entered or issue new sales documents.

Q6. Returns and replacements for online purchases

Just follow these simple instructions.

1. Complete the return and exchange form.

2. Make sure that the product is in the same condition as you received it with all tags attached.

3. Paste the pre-printed and prepaid label into the original box (or an equally sturdy box) to cover the shipping label.

4. Contact UPS on 02 30 30 30 39 or online (www.ups.com). The courier will come to pick up your package on a date and location you specify.

In case of theft or loss in transit, insurance for returns is applied.

Returns can only be shipped from the country where you ordered.

If the return does not meet the conditions listed, the package will be returned to you and no refund will be issued.

Still question?

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