Shipping Policy

Shipping Policy

NOTE: A phone number to be use in the shipping form is require. Please assure the info you provide in the check out page are correct, incuding the phone number
At the time of delivery:
As the shipping companies are becoming more alert and strict with their damage-claim-requests policy, we highly advise to record a video that clearly shows the shipping label (attached to the package) and while unwrapping the item/s. The video is the best proof to easily process a damage-claim-request.
If you notice something wrong in the package, stop opening and contact us.
If you notice that you receive the wrong item, contact us.
If you notice that the item has been damaged/broken (assure that it can be seen in the video) contact you local shipper office right away. More info in the Refund And Return page.

Refunds/Returns/Exchanges: Contact us within 7 days after delivery. We accept returns up to 14 days which means you have 14 days after delivery to send it back. The item/s must arrive/returned to us in 21 days from the day when the buyer claims to return the item/s. The item/s must be in the same condition as it was sent, unworn, unused and without any damages. Buyer pays return shipping cost. More info in the Refund And Return page.

– Standard shipping is FREE (included in your purchase price) in most countries (unfortunately not all countries are eligible due to the high shipping cost). Standard shipping is provided by institutions such USPS, POS, Poste Italiane, etc.. The estimated delivery shipping time vary from 15 days to 30 days. It will depend on the service provided by the carrier. Beside being slow, we inform you that the Standard shipping is unfortunately not very reliable.
– Express shipping: It costs a few extra bucks and is provided by DHL. The estimated delivery time varies from 5 to 10 days worldwide. Beside been faster these companies proved to be reliable, they are pay more attention to handle their parcels and if needs, it’s easy to process a damage-claim-request with them
Estimated shipping times:
Canada: 3-7 business days
North America: 4-6 business days
Europe: 4-6 business days
Australia, New Zealand and Oceania: 3-5 business days
Asia Pacific: 3-5 business days
Latin America and the Caribbean: 5-7 business days
North Africa and the Middle East: 5-7 business days
The above list are estimates and we cannot guarantee the actual delivery time

Customs and import taxes: Depending on where you are located, your government institution may charge you import taxes in addition to what you paid when placing your order with us. We do not know your country’s regulations and the buyer is responsible for any customs and import taxes that may apply. We are not responsible for delays due custom.

Processing time: We are doing our best to process all orders within 24 hours and not later than 5 business days after we received your order (if there are not pertinent potential delays out of our control). After you place the order you will receive an automated notification. Another notification will be sent to you when your order has been shipped. The tracking number may take up to 48 hours to be uploaded due to the delay in the system update.

Changing order: Because we do our best to process all orders as fast as possible, sometimes an order may be shipped the same day. For that reason, if you decide to change your order, contact us and if your order hasn’t yet been shipped, we will be able to help you.

Late delivery or no delivery: We are not the shipping company and we are not responsible for delays caused by carriers (shipping carriers) or due to customs. If your package is late on the delivery or if you think there is a missing delivery (package got lost), please contact your carrier local office (post office or DHL office, depending how your order was shipped) right away. If there are still problems, contact us and we will look into it and do our best to resolve the issue.

Shipping to P.O.Boxes: Because some carriers have limitations around shipping to P.O.Boxes, we are not able to ship your order without providing a physical address.

More info in the Refund And Return page.

A simple note from Azzaluna to let you better understand the shipping process

This simple and friendly message is to remind you that Azzaluna is not a shipping company. We are an online store that sells products. You are the buyer that can purchase our products. Then there are the shipping companies that ship your order/s and those act as a third party between the buyer (you) and the seller (us).

You may want to understand that it will not be our fault if those shipper companies fail in providing the service promised as we are not in control of how they perform their job and either we are able to monitor the shipper truck driver to see if your package is handled with proper care or not.
We are somewhat able to check the work done from our local logistic shipper company and although the packaging used is always different to adjust every item/order/size, our local logistic company has been very reliable with their work and they always pack the item/s using the best practice possible.

Same as you, once your package has been shipped, we hope and we expect that those shipping companies are providing the service promised which is to deliver your order in proper time and in good manner to avoid damaging the content.

Unfortunately there were buyers that were purposely slightly damaging the item in an inconspicuous area where the damage did not affect the product look or functionality and then request the refund to us and/or the shipper company. The shippers know those unfair games and that’s why we rely on their expertise to decide if the claim is valid or not.
These days shipping companies are very strict with their policy and as we already mentioned, we advise to record a simple video that clearly shows the shipping label (attached to the package) and while unwrapping the package/item. In the event that your order arrives damaged, the video is the best proof to provide to the shipper companies.

We will not be there with you when the package is delivered. We can only rely on the shipper expertise to accept or deny a damage-claim-request. If the damage-claim-request is denied from the shipper, we will not be able to provide any refunds.