Frequently Asked Questions
DELIVERIES
- How are the transport costs calculated?
- Do you ship all over the world?
- How long will the goods be delivered to me?
PAYMENTS
- Are payments on ideanatale.com safe?
- What payment methods do you accept?
- Do you accept cash on delivery?
- Can I pay with my Postepay?
- Can I make the payment through a Postepay Top-up?
- I made a payment by bank transfer in advance but the order has not yet been paid, why?
PERSONAL DATA
ORDER MANAGEMENT
ORDER PROCESSING AND SHIPPING
AFTER SALES
- What should I do when my package arrives?
- Is the courier waiting for me to open the package?
- How do I proceed in case of problems?
REFUND
- How can I use the right of withdrawal?
- In which cases will 100% of the refund not be returned?
- When is the money refunded?
- Do I have to pay to send the product back?
WARRANTY
DELIVERIES
How are the transport costs calculated?
The transport costs are calculated automatically based on the value of the products purchased. You can make an estimate of the shipping costs and the delivery time in the cart section at checkout.
Do you ship all over the world?
Sincerely, we can ship products anywhere in the world. To know in advance the shipping costs and then proceed with the order it is necessary to send an e-mail to info@ideanatale.com indicating the following data: product, quantity and shipping address.
How long will the goods be delivered to me?
Order fulfillment and delivery times are indicated in the description of each product in our catalog. It must be considered that the times indicated are indicative and correspond to working days, excluding weekends and holidays.
PAYMENTS
Are payments on ideanatale.com safe?
Payments are made through the use of PayPal and Stripe payment gateways which ensure SSL encrypted transactions that prevent the transaction itself from being falsified, intercepted or modified. ideanatale.com will never be aware of your credit card details as transactions are handled by PayPal and Stripe but has the right to request a copy of the identity document and credit card from its customers in case of problems.
What payment methods do you accept?
The payment methods accepted are: Credit card, Paypal, Bank transfer in advance.
Do you accept cash on delivery?
We are sorry but it is not possible to pay cash on delivery.
Can I pay with my Postepay?
Of course, the Postepay credit card is part of the Visa circuit accepted by our site. Rechargeable credit cards are accepted if with Visa, Mastercard and Maestro.
Can I make the payment through a Postepay Top-up?
We do not accept Postepay top-ups.
I made a payment by bank transfer in advance but the order has not been paid yet, why?
Bank transfers take a few days to be credited to the recipients’ current accounts, so we wait for the total order amount to be credited to our current account before confirming the order and proceeding with processing.
PERSONAL DATA
Can I delete my personal account from your website?
Yes, of course you can cancel your registration on our website, to proceed you must send an email to info@ideanatale.com from the email address associated with your account during registration by indicating as the Subject of the email “Account Closure Request” and entering your Name, Surname and Username in the message.
ORDER MANAGEMENT
Where can I find my order number?
You can find your order number both in your personal area “My Account” in the “Orders” section and in the email we sent you as confirmation of receipt of your order and in the invoice.
Is it possible to make a change to my order?
You can request a change to your order only if it has not yet been processed. To request a change to an order, you must send an e-mail to info@ideanatale.com , from the email address associated with your account during registration , indicating the Order number and the desired modification.
Can I cancel my order?
The User can request the cancellation of an order only if it has not already been “packed” or “fulfilled”. To request the cancellation of an order, you must send an e-mail to info@ideanatale.com , from the email address associated with your account during the purchase, indicating the Order number. Idea Natale will refund any amount received within 5 working days from the date of receipt of the request.
ORDER PROCESSING AND SHIPPING
When do I receive my order?
If the status of your order is “Completed” it means that it has been shipped and you will receive it within 72 working hours; in this case you will have already received an e-mail containing an update of the status of your order and the tracking number. If your order is “On Hold or Processing” you will receive notification of fulfillment as soon as your order is available.
N.B. We are doing everything we can to ensure on-time delivery but due to the complex transport situation of the covid-19 pandemic, there may be delays in shipments.
Where can I find the Tracking Number?
The shipping number (Tracking Number) will be sent to you by e-mail once the order has been processed, you can also find it by accessing the personal area “My Account” in the “Orders” section by viewing the order concerned .
AFTER SALES
What should I do when my package arrives?
First of all check that the number of packages received coincides with those sent. Then, check each package externally to see if there are any signs of possible blows or manipulations, such as: barrel, dents, holes, boxes in bad condition or any signs that could suggest that the goods may have been damaged. It is mandatory to leave a signature on the courier’s delivery note, whether on paper or on a PDA “Accepted subject to inspection because the package is visibly deteriorated”, if these signs are present. Not signing a package with the aforementioned wording and subsequently presenting photos showing that there was visible damage on it, will automatically be grounds for refusing the practice.
Is the courier waiting for me to open the package?
Under no circumstances will the courier wait or allow you to open the package before signing the delivery.
How do I proceed in case of problems?
On ideanatale.com you have 48 hours from receiving the order to report a problem with the order received. You will need to submit all necessary documents exactly as they will be requested. Sending wrong, inaccurate documents, or the absence of them, will cancel the possibility of any type of complaint and the practice will be eliminated.
REFUND
How can I use the right of withdrawal?
Private customers can exercise the right of withdrawal, provided that the product is returned intact and complete in all its parts including the accessories. You can exercise this right within 14 days of receipt of the goods by means of an explicit declaration sent to info@ideanatale.com or in any other equivalent form. The goods must be returned within 14 days in the original and intact packaging. Shipping is at the expense of the customer.
In which cases will 100% of the refund not be returned?
– If the product shows clear signs of misuse, unjustified damage or arrives in poor condition;
– If the product is delivered without packaging, with damaged packaging or with transport labels that make the ‘unusable packaging 50% of the value of the product will be discounted;
– If the product is delivered with missing parts or accessories or the description of the accident is not real, the product will not be refunded.
NB : No refunds will be made for products returned to ideanatale.com that are not defective or whose description of the incident is not real. They will be stored in our warehouse and you will receive a notice, you will have 7 days to confirm if you want the products to be returned to you, after paying the shipping costs. If we do not receive any confirmation within 7 days, the products will be destroyed in a recycling center and ideanatale.com will not, under any circumstances, accept any claims for the products.
When is the money refunded?
Once the goods arrive at our warehouses, and after having checked them, the amount will be refunded. It must be borne in mind that in some cases and based on the products returned, the refund operation could take several days to evaluate the goods received.
Do I have to pay to send the product back?
Yes, the shipping costs and the assignment to a courier for the return of the goods at ideanatale.com are charged to the customer.
WARRANTY
How does the warranty work?
All products sold by ideanatale.com are covered by a 24-month warranty (or 12 months if the customer purchases with a VAT number) for lack of conformity, pursuant to Legislative Decree no. 206/05.
What is not included in the warranty?
Defects caused by neglect, shock, misuse, tampering, incorrect voltage or installation or wear and tear are not included.
When the warranty is void?
– If a detail of the warranty or proof of purchase is modified, altered or replaced; and / or
– If the identification number or the guaranteed product is tampered with or repaired, without prior authorization from the Technical Service.
