Customer's Service
FAQ: MOST ASKED QUESTIONS
What is the shopping bag?
The shopping bag is the virtual area that contains the articles you selected while you were visiting the shop. It is possible to modify the shopping bag, by adding or eliminating products.
How can I check the content of my shopping bag?
When you click on the image of the shopping bag, a list of all articles you selected until that moment will appear immediately.
How can I modify the content of my shopping bag?
On the page with the list of the content of your shopping bag, you can eliminate each single article by clicking on the "basket" related to that particular product, or you can eliminate the entire content by clicking on "cancel". It is possible to change the quantity through the "quantity" button. To check the new content of your shopping bag after the modifications, you can click on "update".
How can I order the products I have in my shopping bag?
On the page with the shopping list, click on "purchase". Right after that the total will be calculated with eventual shipping costs, you will be asked to confirm your personal data and through a concluding reassuming page it will be possible to confirm the order and to proceed with the payment you chose.
When exactly do I confirm the order?
The order will be confirmed only from the final reassuming page on the end of the purchase procedure by clicking on "send order".
Can I cancel an order?
If you contact right away our Client Service by phone at the number +39 0577 289192 or by e-mail, it is possible to cancel the order.
How can I obtain a written receipt of my order?
After you have sent the order, a page of confirmation will appear, which can be printed as a receipt. You will also receive a reassuming e-mail of the purchase with the number and the date of the order (which we ask you to maintain in case you have to contact our Client Service).
Is it safe to use my credit card for payment?
Yes, it is safe to use your credit for payment directly on our website. We use the Gateway system, which means that no human being will ever come into contact with you credit card information during payment process. If you choose the payment method "credit card by fax", our reliable staff will be handling your information in a secure and discrete way.
I have forgotten my password, what do I do?
On the page Log in or request password, you fill out your e-mail address, leaving blank the area for the password. Then you click on "Send me my password" and our system will immediately send you your password to the e-mail address you are registered with.
AVAILABILITY, DELIVERY AND SHIPPING COSTS
Availability of merchandise:
Some of the articles might not be available and might need more time to be shipped and delivered. Therefore we advise our Customer to always verify availability of the article and shipping times (by fax or by email) in case quick delivery is fundamental for the placed order.
Shipping methods:
The products of Louis Ciocchetti are delivered in all Italy by UPS or Poste Italiane.
Outside of Europe the merchandise is delivered by UPS or by Federal Express.
To obtain the best and quickest delivery, it is essential that we receive exact and complete information on the final destination right away.
In case of failed delivery because of the absence of the recipient, the courier will leave a notification: within 24 hours - by phone - will be organised (for free) a second delivery attempt.
Shipping costs
The fees charged for the transport include the preparation of the parcel, the packaging, the insurance costs and the transport to the specified destination. At the moment the order is being forwarded, the electronic order form will clearly show the costs of the ordered products and the total the Customer will be charged for the transport.
The services used by Louis Ciocchetti Sienne guarantees a quick delivery in Italy, Europe, the USA, Canada, Australia and Japan. For all the other destinations not included in our list, we ask you to contact us to find a solution!
At the moment we are not able to ship to P.O. Boxes.
Shipping costs, based on the total amount of each order
| Orders upto Euro 250,00 | Orders over Euro 250,00 | Orders upto Euro 500,00 | Orders over Euro 500,00 |
Italy | € 10,00 | FREE | FREE | FREE |
Europe | € 20,00 | FREE | FREE | FREE |
USA/Canada | € 25,00 | FREE | FREE | FREE |
Australia | € 50,00 | € 25,00 | € 25,00 | FREE |
Asia | € 50,00 | € 25,00 | € 25,00 | FREE |
PAYMENT OPTIONS
At www.louisciocchetti.com it is possible to purchase by credit card (Visa and Mastercard circuits), by PayPal, by anticipated bank transfer or by returning our Order Form by fax. You can select your payment method in the concluding phase of the order procedure.
For who uses the credit card, Louis Ciocchetti operates Payment Gateway, the simple and safe system on Internet that guarantees the customer’s privacy. To assure the best security, the payment transaction is completed directly at the secure bank’s server. That way your credit card number will not be memorised in any way by our systems.
Louis Ciocchetti though, can not be held responsible for fraudulent use of a credit card by third persons during the payment on-line. In no way during the purchasing procedure, Louis Ciocchetti is able to know the Customer’s credit card number.
In case of payment by anticipated bank transfer, the payment has to be completed within 10 days after the date of the confirmation of the order, and the receipt of payment, indicating also the number RCO (Reference Code Operation) has to be sent to us by fax on the number + 39 0577 217522. Only after we receive this receipt we will proceed with the preparation of the package and shipping. In case we do not receive this document, the order will be considered cancelled.
In case of payment by fax, the Order Form (that arrives to the customer by email at the confirmation of the order) has to be filled out completely and sent back to us by fax on the number + 39 0577 217522. That way the shop Louis Ciocchetti will be authorised to do the payment with the customer’s credit card written on the Order Form. Of course all personal information will be treated in a safe and discrete way by our staff. After the payment the shipment will be done immediately.
WARRANTIES AND THE RETURN POLICY
(information for the consumer according the legislative decree n. 185, 22/5/1999)
Louis Ciocchetti will not accept the returning of merchandise that is not in perfect state and not in the conditions as specified below. In that case the merchandise will be shipped back to the sender.
Louis Ciocchetti is a shop on-line managed by:
Louis Ciocchetti Sienne di Massimo Pisani - Via Banchi di Sopra 91 - 53100 Siena (Si) - Italy
IVA number: 00907220529
Assistance in warranty
For each product the assistance in warranty is being given directly by the supplying firms or by the manufacturer. To know the exact terms and conditions of the warranty of a specific product, we advise you to visit the website of the producer.
Returning policy
The purchases made on our website are subject to the rules of the legislative decree n.185, 22/05/1999, dictated in material on contracts on long-distance, in cases of home delivery to the purchaser (purchases finalized outside of commercial places).
Who has the right to return the merchandise?
The public regulations foresee that the right of recession can be exercised only by the physical persons (consumers) that act for purposes that can be considered extraneous to any commercial activity. The right to recession therefore, can not be used by juridical persons or by physical persons that act for any commercial aim. Purchases made by resellers or by subjects that buy in any way to sell to a third party are excluded from the return policy.
In what contains this right?
The right of recession allows the Customer to withdraw from the contract within the terms of 10 weekdays from the receipt of the merchandise, by returning the goods to the seller, who will reimburse the price of the returned merchandise (excluding the shipment costs).
Attention!
The right to withdraw an order can not be applied on products that have been used, worn or broken by the customer.
Return instructions:
Before contacting our Client Service, it is convenient to have the next documents and data at your disposal:
· The number and date of the order (you will find both in the confirming e-mail we sent you at the moment of the purchase);
· The original receipt (or eventually your Louis Ciocchetti Client Code);
· The bank coordinates of where you would like to receive the bank transfer on behalf of the person named on the receipt (CIN code – ABI – CAB – Account number composed by 12 alphanumerics – IBAN code).
At that point, you can contact our Client Service, which will inform you on how to proceed to open the procedure to return the merchandise, by giving you contextually the authorisation to return the components. The Client Service will be at your disposal by phone at the number +39 0577 289192 (10.00-13.00 / 15.30-19.30 on weekdays and on Saturdays), by fax on the number +39 0577 217522 and by e-mail.
The procedure is reassumed like this:
· Send us, even by fax on the number +39 0577 217522, a signed comunication that contains your declaration of wanting to renounce to the order, indicating all the necessary and requested data.
· Put the original covering containing the merchandise inside a suitable and proper packaging, that will protect the original covering and its contents from any kind of damage, writing or modification. · Note down on the parcel(s) you send back, in a visible position, the number of the order.
· Send the merchandise (at your own expense), to the following address:
Louis Ciocchetti Sienne di Massimo Pisani
Via Banchi di Sopra 91
53100 Siena (SI) – Italy
Louis Ciocchetti advises you to use a delivery service or any other type of secure mailing for the sending, so the package can be traced during its transport. We have to specify that Louis Ciocchetti will not proceed with the reimbursement of the merchandise the Client wants to return, in case the concerning sending is not being delivered or received.
When will the reimbursement have place?
In accordance with the art. 5, comma 6, of the Legislative Decree n. 185 – 22/05/1999, Louis Ciocchetti will make sure within 30 weekdays to do the crediting to the Client, by using his/her bank coordinates for a wire transfer, of the total amount that corresponds to the value of the returned merchandise, excluding the costs of the shipping costs.
Warnings
Louis Ciocchetti will not except shipments that:
· Are being delivered without the number of the order on the parcel;
· Do not contain original packaging, accessories and manuals;
· Have been sent without following the procedure indicated by our Customer Service. In the cases written above, the transportation costs paid for the return of the merchandise are at the Customer’s expense.
Broken or damaged merchandise:
If a product is broken when received, we ask you to contact right away (within 48 hours from delivery) our Customer's Service and comunicate us the number of the orderthat you find in the email of confirmation you received when placing you order together with your phone number. Louis Ciocchetti will try to replace the article as soon as possible. When a parcel shows visible damage upon delivery, we kindly ask you to not accept the delivery and to contact our Customer's Service right away.
Privacy
Louis Ciocchetti handles with great care any kind of personal information and assumed a series of severe and precise rules that correspond to the legal terms on Privacy.
We advice you to take notice of the information on Privacy written below:
Following art. 13, law 196/2003 and concerning personal data that will be shared, we inform you that:
1. The treatment of personal data that you comunicated to us will only be used for:
- our own economic activity (accomplishment of accounting and fiscal obligations, the administration of our clients and suppliers, administration of possible legal cases);
- commercial purposes (marketing, promotional activities);
- statistical purposes.
2. The procedure can be completed with or without the help of electronic or automatic systems and will include all operations or whole of operations concerning collection, registration, organisation, conservation, elaboration, modification, selection, extraction, comparison, use, interconnection, blocking, cancellation, destruction of the data like foreseen in the article 1, comma 2, lett. b, and necessary for the treatment at issue; enclosed therein are the communication to the subjects named in the next topic 4 and the diffusion in the ambits referred to in topic 5 of this privacy information. Only our responsible staff has access to these data with a username and password, and all necessary security procedures are applied to protect from the violation by non authorised personnel, locally or on the web.
Furthermore these data will be:
a) treated in a licit way and with correctness;
b) collected and registered for well-defined, explicit and legitimate purposes and used in other operations of the treatment, all compatible with these purposes;
c) exact and, if necessary, updated;
d) pertinent, complete and not exceeding compared with the purposes they have been collected and subsequently treated for;
e) preserved in a way that the person involved can be identified for a short period not superior to the time necessary for the purpose these data have been collected and subsequently treated for; like foreseen by the article 11 Legislative Decree 196/03.
3. It is not necessary to ask the consent on the handling of the common personal data concerning bookkeeping and fiscal obligations (addresses, fiscal number, vat number) as obliged by law, while in other cases it is optional. The refusal anyhow can engender difficulties to fulfil the commitments, as well as less convenience to create a working connection.
4. The personal data concerning the treatment at issue can be communicated to:
- authorities for legal reasons;
- Chambers of Commerce, Industry, Handicraft and Agriculture;
- Consultants or professionals;
- centres that elaborate data;
- members of the staff;
- banks and credit institutions;
- companies that are part of our group;
- companies specialised in research and requests on commercial information;
- our own employees not in charge of the treatment, limited to the address, only for productive and logistic aims for the shipment.
- Delivery companies and their employees responsible for shipping and delivery;
Our company considers herself authorised to comunicate each activity she retains illicit to the judicial authorities.
5. The person involved and interested in our treatment can appeal to the rights art.7 of Legislative Decree 196/03, especially to reclaim in each moment the confirmation of the existence or non-existence of personal data concerning him/herself and can demand the immediate cancellation of these data.
The person involved can also, without having to pay, at any time and without any justification, oppose to the mailing of advertising, to commercial comunications even if interactive, to the publication of his/her own name on our website(s), to marketing research, to direct marketing activities and to the request of commercial information.
6. The co-owner responsible for the treatment is the company Louis Ciocchetti Sienne of Massimo Pisani – Banchi di Sopra 91 – 53100 – Siena – Italy.
