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ORDER PROCESSING
The Website records requests related to orders Monday through Friday with Hours 9:00 a.m. to 6:00 p.m. (CET). All requests are handled during these hours. The processing of the order is considered completed only after the registration of the payment of the order.
Orders placed and processed cannot be changed, either with respect to the items within the order or with respect to shipping and purchasing information. However, if the goods have not yet been picked for shipment, a request for cancellation of the order may be made exclusively by e-mail to Customer Service, which reserves the right to decide independently on the basis of the available data. FFW S.r.l. reserves the right to refuse an order in the event that it is not possible to receive verification of the validity of the payment from the Customer's bank. FFW S.r.l. reserves the right to refuse orders or refuse the supply of services to anyone at any time.
DELIVERY
Products available shall generally be dispatched as quickly as possible. Shipment terms are indicatively as follows:
During the sales period or close to holidays, shipments may take longer.
All orders placed on this site are processed and shipped from our warehouses located in Italy.
As soon as the order is handed over from our warehouse to the courier, the customer automatically receives a shipment confirmation e-mail containing the tracking link and the shipment identification number. The customer is responsible for monitoring the shipment until it is delivered, making sure to promptly contact our customer service by e-mail in the event of any transit anomalies. The addressee may contact the courier company independently to provide delivery instructions or to agree on a delivery date.
Delivery shall be made from Monday to Friday during working hours, by specialized courier in specific packaging prepared by FFW S.r.l.. Delivery is made to the addressee specified by the Customer upon purchase. The above delivery terms refer to Products present in the warehouses and must be intended as non-binding for FFW S.r.l.. FFW S.r.l. may therefore confirm or alter said terms, according to their requirements. In case the shipment is subject to customs clearance events at the relevant customs offices, customers will be contacted directly by the courier or by our customer service if additional documentation is required by the consignee of the shipment. Such customs clearance events may cause delays in the delivery of the shipment, which are, however, not attributable to the responsibility of FFW S.r.l.. In case the consignee refuses to pay the customs charges or to fulfil the customs clearance formalities, the return of the shipment to the sender shall be requested. only if the internal regulations of the relevant customs office allow it. In case the regulations of the customs office of the country of destination do not permit the return of the goods and provide for their confiscation, FFW S.r.l. declines any responsibility or indemnity.
Transport costs will be calculated according to the quantity of items purchased, to the weight of the goods, or according to the weight/volume ratio and based on the place of Product delivery. This shall be according to the agreements drawn up with the courier in charge of delivery and as clearly stated to the Customer both at the time of Product purchase and in subsequent confirmation messages.
Upon receipt of the Products, the addressee must ensure that the Products comply in quantity and description to those ordered. This is without prejudice to the fact that should the Products delivered differ from those ordered, the Customer may exercise his right to withdraw.
Clients are requested to inspect the package carefully before signing for the delivery. If for any reason, the package looks tampered with, either sign for the package with reservations or refuse the package.
In the event that the package has been signed for with an unauthorized signature or there is evidence that the package has been tampered, please contact the courier and our customer service by e-mail immediately. In case the package and/or items inside are damaged, or if an item listed on the delivery note is missing, the package should be retained for further inspection
Any complaint regarding damaged or missing items or regarding the delivery to the wrong address must be received by our customer service exclusively via e-mail within a maximum of 3 days from the delivery date shown by the tracking of the shipment on the courier's website, otherwise it cannot be accepted.
If a reception desk or concierge is available at the delivery address provided by the customer, the courier is authorized to deliver the package to the staff.
FFW S.r.l. cannot be held responsible for missing or stolen/damaged parcels or items if the delivery has been accepted and/or signed without reservation or if the customer requests the courier for delivery without signature through the On Demand Delivey service.
All customers placing an order establish a commercial relationship with FFW S.r.l and therefore agree to accept delivery of their package. If the parcel is not delivered for reasons dependent on the customer (wrong address, recipient always absent, incorrect telephone number, failure to fulfill customs charges, etc.), or if the customer refuses delivery, the shipping costs and any customs charges of return to sender will be deducted from any eventual reimbursement.
