Shipping & FAQ
ELIGIBILITY TO PURCHASE
In order to make purchases on the Site you will be required to provide your personal details. In particular, you must provide your real name, phone number, e-mail address and other requested information as indicated. Furthermore, you will be required to provide payment details that you represent and warrant are both valid and correct and you confirm that you are the person referred to in the billing information provided.
SHIPPING AND DELIVERY
Dalwin offers products for sale that are both in stock and available for dispatch or made to order. Kidswear and Tableware is all made to order. Please allow 3-4 weeks production time. All orders are subject to acceptance and availability, items in your shopping basket are not reserved.
We ship in Italy and in all the other countries through DHL courier
TYPES OF SHIPPING
In Italy we offer express shipping (2-4 days), for specific Italian regions such as Basilicata, Calabria, Campania, Puglia and the Islands, delivery might take up to one additional day. Working days are from Monday to Friday.
Within Europe, most destinations are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the final purchase price. When a DDU (Delivery Duty Unpaid) destination is selected, the product prices displayed are exclusive of all taxes and duties. So once your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs. As we're unable to advise on the amount, we'll send you an email before we dispatch your first DDU order. Please look out for this email in your inbox so your purchases are dispatched on time
TRACKING OF ORDERS
Once your purchases are on their way to you, we'll send you an email with your shipping number as advised by the courier. For any problem regarding the tracking, Dalwin’s Customer Service firstname.lastname@example.org will make the best effort to update you on the status of your order in the minor possible time.
All items are insured against theft and accidental damage whilst in transit to the shipping address. Once your purchases have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. When the item is delivered, we kindly ask you to check status of the package before signing the confirmation of delivery.
DISPACH OF ORDERS
Non made to order orders are dispatched the working day immediately after the order date, following confirmation of payment and availability of stock. Orders made during the weekend (from Friday afternoon till Sunday evening) will be dispatched the following Monday morning.
Made to order pieces (kidswear and tableware) will be dispatched within 3 weeks of order.
All Dalwin deliveries will be accompanied by an invoice, which states the value of each single article. For items on sale, the invoice will report discounted amounts. If, for any reason, the packaged is not successfully delivered to the address indicated, you will be contacted by our Customer Service. If also in that case we are not able to identify alternative shipping address, the package will be returned to the wearhouse and we will charge you for shipping costs. This amount will be deducted from the refund.
RETURNS AND REFUND
If for any reason clients are not satisfied with an order, the item(s) can be returned for refund.
You can return any item for a refund, within 28 days of receiving your original order; please consider that it might take several working days for your return to reach our warehouse.
N.B. All made to order products (all tableware and kidswear)are not refundable.
RETURNS FROM ITALY:
Please notify our Customer service of your intention of returning the item(s) at email@example.com indicating the pick up address, contact person and telephone number.
We will then arrange a courier to pick up the parcel and notify you via email, kindly print the label we will send you and attach it to the parcel.
RETURNS FROM THE REST OF THE WORLD:
Please notify our Customer service of your intention of returning the item(s) at firstname.lastname@example.org and provide us with the tracking number of the shipment.
Please retain a proof of postage until we have confirmed your refund has been processed.
The goods are your responsibility until they reach our warehouse, so make sure they're packed up properly and can't get damaged on the way, we also suggest you to use a postal service that insures you for the value of the items you are returning and obtain proof of posting.
Please note that all the return shipping cost are at the expense of the customer.
Our returns address is:
Via Bagutta 14
20121 Milan, Italy
As soon as we will receive your package and will check that the item is conform with how it was shipped to you, we will confirm you by email that your return has been accepted, and we will proceed to refund the credit card with which the payment has been made (refund will be made within 30 days, or in line with the credit card policies)
• All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately.
• Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.
• The item must not be worn; it has to be in the same conditions as it was received
• Original tags of the item must not be removed.
• Swimwear (bikini bottoms, swim trunks or briefs) and intimate apparel (briefs, boxers) must be tried on over underwear. Returns will not be accepted if the protective hygienic strip has been removed.