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FAQ

Look for the information you need among the most frequently asked questions below. If you have other questions, contact us using the Support Page.
 

           ORDERS AND RETURNS        
 

  • CAN I ALSO ORDER VIA EMAIL OR TELEPHONE? 
    Yes, the email address to make an order is info.ordini@russoraffaele.it. For orders via telephone please call our Customer Service: at +39 081 551 7090. In all cases we recommend you to indicate the exact name and code of the product(s), the shipping address, your phone number and the method of payment you chose. In case of email or fax orders you will be contacted by our operators to verify your personal information.
     
  • IS IT POSSIBLE TO CANCEL OR EDIT AN ORDER?
    Yes, to do so contact our Customer Service as soon as possible. Please call +39 081 551 7090, or send an email to info.ordini@russoraffaele.it.
     
  • DO PRICES ALREADY INCLUDE VAT? 
    Yes, all prices to the public on www.russoraffaele.it include the VAT.
     
  • CAN I RETURN ONE OR MORE PRODUCTS?
    Yes, if you wish to return one or more products please follow the procedure described on our Goods Return Policy page.




       PAYMENT METHODS       
     
  • WHAT ARE THE METHODS OF PAYMENT ACCEPTED?
    You can choose among: Bank transfercredit card, prepaid credit card, PayPal, cash on delivery or cash.
     
  • DOES THE CASH ON DELIVERY PAYMENT METHOD AVE EXTRA CHARGES APPLIED? 
    Only if the cost of your purchase is less than 200,00€, an additional charge of 3,50€ is applied. Otherwise, cash on delivery applies no additional charges. Please note that payments with cash on delivery are available only for shipments to Italy.
     
  • WHAT IS THE ACCOUNT NUMBER TO PAY VIA BANK TRANSFER?
    You can check our bank information on the page Methods of Payment.



       SHIPMENT AND DELIVERY TIMES   

     
  • IS THE SHIPMENT FREE OF CHARGE?
    For purchases exceeding 77,00€ the shipment is always free; for purchases below  77,00€ the shipment has a fixed cost of  9,90€.
  • WHAT COURIERS ARE THE GOODS SHIPPED WITH?
    We use different couriers (SDA Gruppo Poste Impresa, Bartolini). According to the destination of the parcel we choose the fastest one.

  • WHAT ARE THE TIMES FOR THE DELIVERY?
    On average your purchases will get to you within 24/48 hours from its departure from our warehouse. For BasilicataCalabria and other Italian islands 48/72 hours are needed.

  • WHAT HAPPENS IF I'M NOT AT HOME AT THE MOMENT OF DELIVERY?
    In case you are not present, the courier will leave a notice with the shipment references. You will be able to collect your parcel at the closest post office.

  • WHAT SHOULD I DO IN CASE OF DAMAGES OCCURRED DURING TRANSPORTATION?
    When the courier delivers the parcel you will have to check:
    a) if the package is intact, without damages or wet; 
    b) check that the number of parcels delivered corresponds to the number indicated on the accompanying note. 
    Complaints should be made to the vector himself, otherwise the product will be considered as correctly delivered.

  • ARE SCHEDULED DELIVERIES AVAILABLE?
    Yes, when you make your purchase you can select the scheduled delivery service. The cost for this service is  14,00€, and includes shipping expenses, regardless the shipment being free of charge or with fixed cost.

  • ARE THE SHIPMENTS DELAYED IN CASE OF PAYMENT VIA BANK TRANSFER?
    We ship the order as soon as the payment results validated on our bank account. Usually this operation takes from 1 to 3 working days.


       ACCOUNT   
     

  • WHAT SHOULD I DO IF I FORGOT MY PASSWORD?
    Please follow the procedure clicking here: Forgot your password?

  • DO I HAVE TO LOG IN TO MAKE AN ORDER?
    No, you can also buy as guest customer.



    You haven’t found the answer to your question? Please contact our Support Page.