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FAQ

Shippings

When will my order arrive?

Our staff continues to ship orders daily; however, the effects of COVID-19 and supply chain issues have caused extreme shipping delays worldwide. Please be aware that your package may not arrive when expected. We are doing our best to estimate any potential delays in shipments on our product pages. We appreciate your patience and understanding at this time. As a general rule all the orders received within 12:00 CET are processed on the same day and orders received later than 12:00 are processed on the next working day. Kindly note that, in conjunction with particular events (Sales, Black Friday, etc.), the processing of orders may be slightly delayed, despite our constant care to avoid potential delays. Our domestic shipments (Italy) are handled through several couriers (Nexvive, Crono Poste, BRT, SDA) so that the average shipment time is between 24/48h for the mainland and up to 72h for the islands. All our international shipments in eligible destinations are made with DHL ECONOMY courier: average shipment time within the EU is around 5/9 working days according to destination, while extra EU shipments will be subject to Customs Clearance timings in the destination country.

General shipping

  • Orders ship Monday-Friday.
  • Some items within your order may ship separately. 
  • We will work to get your order to you as quickly as possible, but please note that our shipping lead times are all estimations and we cannot guarantee an order to arrive by a specific time. We encourage you to ship all items to a permanent address in order to ensure a successful delivery.
  • Please note that our products are often delivered from different fulfillment centers.
  • US: NO P.O. BOX shipment allowed

International shipping

DOMESTIC

Country Service Shipping Cost  Orders above 70€
Italy Express 4.50 € Free
 

EU

Country Service Flat Fee Shipping Cost  Orders above 100€
EU* Economy 8.00 € Free
*Including: Austria, Germany, Hungary, Lithuania, Poland, Estonia, Luxembourg, Romania, Slovakia, Czechia
Latvia, Netherlands, Slovenia, Belgium, Bulgaria, Denmark, France, Spain**, Sweden, Croatia, Finland, Portugual Mainland, Greece, Malta, Ireland. For Cyprus, Baleric Islands, Azores & Madeira
check dedicated rates at checkout
** Not including Ceuta, Baleric Islands, Las Palmas, Melilla, Santa Cruz de Tenerife

USA

Country Service Min. order 70€, Flat Fee Shipping Cost  Orders above 150€
United States of America** Express 15.00 € Free
**Alabama, Alaska, Arizona, Arkansas, California, Colorado , Connecticut, Delaware, Washington DC, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohia, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia Washington, West Virginia, Wisconsin, Wyoming
  • As of today we are able to accept and ship orders in EU and USA only (due to export procedures, we can accept orders from USA only with a minimum purchase of 70,00 Eur). We are working to start shipping in other countries soon, so stay tuned! 
  • Please note that you are responsible for any import fees, taxes, or duties required in your location upon delivery.
  • Orders shipping internationally may qualify for free shipping promotions, made exception for Cyprus, Baleric Islands, Madeira and Azores islands. Every shipment outside our domestic market (Italy) qualifies as international shipment.

Shipping multiple orders

Multiple orders placed on the same day cannot be combined and will ship separately.

Shipping to multiple locations

Unfortunately, we cannot split up an order and ship to multiple locations. If you wish to send items to different locations, please place a separate order for each shipping address.

Address changes

We are unable to change or update a shipping address once an order has been placed. Please be sure to check your shipping details prior to submitting your order.

Customer service hours

Our customer service team is available Monday through Friday from 9:00 to 13:00  CET and from 14:30 to 18:30 CET – except bank holidays.

You can reach our customer service through the “contact us” section on our website.

 

Orders and payments

How can I order from your store?

  • Place your order online.
  • We do not accept mail orders or purchase orders.
  • We accept Visa, MasterCard and Maestro at the moment.

What are your accepted payment methods?

We accept Visa, MasterCard, and Maestro. For your protection, we screen orders for potential fraud. Please ensure that your billing address matches that of your payment method to avoid delays in order processing.

Can I pay “cash on delivery”?

We are sorry but we currently do not accept “cash on delivery” as a payment method. 

When will the order amount be debited on my credit card?

All payments made by credit card are initially Authorized, and only subsequently Handled. The amount is usually charged at the time of preparation of the order (shipment).

Is my payment safe?

Sure! The payment is fully secured by the largest authentication systems in the world. Furthermore, all the information that will be entered for the purchase will comply with the processing of personal data in full compliance with the privacy regulations. The site complies with all spam and virus checks. Browsing is completely safe.

How can I track my order?

When your order is ready for shipment and delivered to the courier, you will receive an email with your order Tracking details. By clicking on the link you will find in the email, you can check the status of the shipment or you can access your site management panel and check the progress.

Important: it usually takes 12/24 hours for the tracking code to be visible on the shipper's website.

How can I check the status if my order?

You can view the status of the order at any time by entering the "Orders" section, after logging in to your account at the top right on the site.

Payment status

Every order has one of the following payment statuses:

  • Authorized
  • Paid
  • Overdue
  • Partially refunded
  • Payment pending
  • Refunded
  • Unpaid
  • Voided

Paid or partially paid: When a credit card payment has been captured, or a payment using an offline or custom payment method has been marked as received, then the payment status of the order is Paid. 

Payment pending: Orders that have a Payment pending status haven't yet been paid. If a pending order isn't paid by the due date set in the payment terms, then the order status becomes Overdue.

Authorized: Depending on checkout settings, payments are either captured manually or automatically. For manual capture, then new credit card payments have a status of Authorized.

Refunded, partially refunded or voided: When an order is canceled cancel an order, the payment status changes to either Refunded or Voided. For an order where the payment hasn't yet been captured, the payment status is listed as Voided. For orders with captured payments, the payment is Refunded. If an order is partially refunded with a captured payment, then the status is Partially refunded.

Fulfillment status

The fulfillment status of an order:

  • Fulfilled
  • Unfulfilled
  • Partially fulfilled

When an order is placed, it has an Unfulfilled fulfillment status.

When some item is shipped, but not all, of the items in an order, then the order has a Partially fulfilled fulfillment status. When all the items in an order are shipped, it is Fulfilled.

     

    Discounts & Promotions

    Do discount codes stack?

    When redeeming Promotion, Discount, or Coupon Codes during checkout, please note that only one promotion code can be used per order. Kindly note that codes may have an expiration date. 

    Do orders with Promotion, Discount, or Coupon Codes qualifies for Free Shipments? 

    Yes, as long as the total amount of the order net of discounts reaches the free shipment threshold and your shipping address is in Italy.

    For which orders do you offer free shipment orders?

    We offer free shipment for:

    • domestic orders shipping in Italy reaching a total amount of 70,00 Eur net of discounts.
    • international orders shipping in EU reaching a total amount of 100,00 Eur net of discounts. 
    • international orders shipping to USA reaching a total amount of 150,00 Eur net of discounts.

    I forgot to add a coupon code to my order while checking out, can I you add this discount to my order after it has been placed?

    We’re sorry but coupon codes can't be added retrospectively. In the future, please always ensure you add the coupon code when prompted to avoid disappointment.

    If you are looking to use a current coupon code, please follow through the entire checkout process to add your discount code and check out. 

     

    Changes & Cancellations

    Can I make changes to my order?

    Please note that our order fulfillment and shipping systems are designed to get orders on their way as quickly and efficiently as possible. Once the order has been sent to our warehouse for processing, neither you nor our customer service staff can change it. This includes updates to the Shipping Address. We kindly ask you to get in touch with our customer care through our “contact us” section of the website to seek assistance.

     

    Shipping & Returns

    I haven’t received all the items in my order. What can I do?

    We suggest that you check if you have received the email with the partial shipment confirmation informing you that one of the items in your order is no longer available. In this case we confirm that the final amount debited will only be the total of the items actually shipped. We remind you that for all orders paid by credit card the display of the updated amount may vary depending on the timing of the reference bank. Should anything be unclear or not correct, please contact our Customer Service. We will reply as soon as possible.

    Can I have my order delivered in another country?

    No. We can deliver orders only within the same country from which you have placed the order from.

    What is a good practice for receiving shipments?

    We’re glad you asked! Our team checks that each and every item is in good order and condition till the order is sealed and handed over to the courier for shipment. Should you notice upon delivery that the box/envelope appears damaged or tampered, we kindly suggest you to report this on the shipment receipt adding as well the “goods received unchecked” note. This will help our customer care operatives to assist you when you get in touch with us. Help us, helping you!

    I have received a faulty or broken item, who shall I get in touch with?

    Please get in touch with our customer care to get assistance. You can find all the details in the “contact us” section of our website. 

    I would like to return an item. What can I do?

    Please get in touch with our customer care operatives through the “contact us” section of our website to have your return authorized. As per our policy, our customer care operatives are authorized to evaluate return requests within 14 working days from receipt of the goods. Once our customer care operatives have approved the return for you, they will issue a “return #” that you should quote on your shipping bulletin. Only minted standard items (without on demand customizations) still in the original packaging will be accepted as returns. You should ship at your cost the items approved for return within 10 working days from the issuance of the “return #”. We're sorry but we do not accept returns for goods delivered outside EU.

    I have received my items and I realized I ordered the wrong size item. Can I change it?

    We do offer a size change service only for orders delivered in Italy and EU of standard items (without on demand customizations), should a replacement size be available. Please get in touch with our customer care. We would require the item to be returned minted to us at your costs and upon receipt we will ship you the replacement size free of charge. As per our policy, our customer care operatives are authorized to evaluate requests within 14 days from receipt of the goods. We're sorry but we do not accept size changes for goods delivered outside EU.

    Are returns shipments free of charge?

    We’re sorry but we are currently unable to offer free of charge return shipments. All the shipments approved for return would currently be at your charge. We anyway are currently working on how to improve the return procedures.

    Do you ship in every country?

    As of today we are able to accept and ship orders in EU only and to USA. Due to export procedures, we can accept orders from USA only with a minimum purchase of 70,00 Eur. We are working to start shipping in other countries soon, so stay tuned!

    Do I need to pay customs and taxes if I buy from USA?

    Yes. We will take care of all procedures and export customs costs for you in Italy. Once the shipment reaches USA, you will be contacted by your local customs agencies for the import procedures, and these costs will be at your charge. No import duties are due on shipments below 800,00 Usd of value.  

    My Account

    How can I register?

    Creating an account is very simple and free! You can click this link:
    https://winxclubshop.com/account/register

    Enter the required information and choose a password.

    Registered users can access all information relating to orders and returns.

    Do I need to be registered to buy on this website?

    It is not necessary to be registered to purchase but you will not be able to view the orders placed in your private area. However, you will be able to check the progress of the order only via a link that will be sent to you by email upon confirmation of your payment.

    I’ve forgotten my password, what can I do?

    To recover your password, just access the following link:
    https://winxclubshop.com/account/login

    click on "Forgot your password?" and enter the email address with which you are registered. You will receive a message that will allow you to save a new password linked to your Account.

    How can I change the details in my account?

    To change your details, log into your Account by entering your email and password by clicking on "View Addresses" and then "Edit" you can update the data you want.

    How can I delete my account?

    We kindly remember that your account is free and allows you to make purchases easily, take advantage of exclusive promotions and discounts. If you still want to delete your account, please submit a cancellation request through our “contact us” tool confirming your personal data and email address with which you have registered. Once we receive this information, we will deactivate your Account and send you an email to confirm the successful closure. Should you change your mind in the future, all you have to do is to get in touch with us again by providing your details again and we can reactivate your Account. Alternatively, you can register again using a different email address.

     

    Various

    I haven’t found the answer I was looking for in the FAQ list.

    Please get in touch with our customer care. We will be happy to help you anyway we can.

     

    Privacy & Security

    What is your Privacy Policy?

    We take your privacy very seriously. We will never rent or sell your information to any third parties, we only use them for orders fulfillment purposes. 

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