Here you will find our answers to your most frequently asked questions about orders, shipments, purchases and deliveries, on registration on our website and all services that Duvetica offers. If you require further assistance, remember you can always contact our Customer Service at email@example.com
PRODUCTS - WHAT IS THE ITEM MADE OF?
The product page contains a brief description of its composition.
PRODUCTS - HOW DO I WASH THE ITEM?
The product page contains instructions to wash the item.
ASSISTANCE - WHO CAN I CONTACT IN CASE OF ISSUES?
ASSISTANCE - WHAT DOES THE WARRANTY OFFER AND WHAT IS THE VALIDITY?
The warranty covers product defects and is valid for 24 months as set forth by law, starting from the date of purchase of the product indicated on the invoice/ receipt.
REGISTRATION AND ONLINE ACCOUNT - HOW DO I REGISTER?
To register, simply input the requested information at the following link and choose a password.
Registration is simple and free of charge; registered users can save their favourite products in the Wish List and access all information concerning orders and returns.
REGISTRATION AND ONLINE ACCOUNT - DO I NEED TO REGISTER TO PURCHASE ON THE SHOP?
No, you don’t have to register in order to purchase on the shop, however you won’t be able to visualise the placed orders in your private area.
REGISTRATION AND ONLINE ACCOUNT - I FORGOT MY PASSWORD, WHAT DO I DO?
To recover your password, simply click on the following Link. Input the email address that you used to register and you will receive an email containing a link that will allow you saving a new password linked to your account.
ONLINE PURCHASES - HOW DO I PURCHASE PRODUCTS THAT I’M INTERESTED IN?
Purchasing at www.duvetica.com is quick and easy.
Simply click on the item you wish to purchase to access the relative product sheet and display all detailed information about it. Click 'Add to shopping bag’ to add it to the cart. You will be automatically linked to the first page of the cart where you can decide whether to complete the purchase or continue shopping, browsing other items.
If you decide to continue shopping, you will see the 'cart’ image with its content while browsing, in addition to the total amount of your shopping.
At the end of your shopping, place the order by clicking on 'Check out’. Please note that you can edit the quantity of the items you wish to purchase or remove them, in the first page of the cart.
If you wish to complete the purchase, you can login if you are a registered user or register to the website if you haven't yet done so. You can complete the purchase also without registering. You will be prompted to enter a shipping and invoicing address. In the following phase, you can choose among the available payment methods (cash on delivery, credit card, paypal or bank transfer). In conclusion, you can select the shipping method that you prefer.
Payment is completely secure, since credit card details are protected against non-authorised access by third parties, through coded transfer of SSL data ('SecureSocketLayer').
In conclusion, after the transaction has been verified, you will receive a confirmation email of your purchase.
ONLINE PURCHASES - AM I BOUND TO MAKE THE PURCHASE IF I FILL UP THE CART?
Not at all. You can make all the tests that you wish and decide not to complete your order even if you input products in the shopping bag.
ONLINE PURCHASES - WHAT IS THE PROMOTIONAL CODE AND HOW DOES IT WORK?
The ‘promotional code” is a discount coupon that is offered to you in order to take advantage of special promotions. The conditions to obtain said code will be notified to you via Newsletter during particular events. If you have the code, simply insert it in the field that you will find in the order check-out page: the discount will be calculated and displayed automatically. Please make sure the discount has been applied before concluding your purchase.
Moreover, please note that promotions and discounts cannot be combined in some cases or are not valid for certain product categories; check the promotion terms in the pertinent email.
ONLINE PURCHASES - WHEN IS THE PURCHASE PROCEDURE CONCLUDED?
After inputting the payment details you will be addressed to the purchase confirmation page featuring the order number and date. A thank you message at the centre of the page will inform you that the purchase procedure was completed successfully. Finally, you will receive an email containing the order details and the confirmation that it has been received properly. If you do not receive any further communication within 24 hours, please contact our Customer Care.
MY ORDER - CAN I EDIT OR CANCEL THE ORDER?
Once you place the order, it is no longer possible to edit or cancel it. You can withdraw from it after the products have been delivered.
To return the items in the event of withdrawal, see the instructions contained in our Returns & Refunds page.
MY ORDER - HOW CAN I CHECK THE STATUS OF MY ORDER?
Login your Account to check the status of your order: see all useful details in item "my orders". Please note that the Customer Care staff is available to provide additional information.
MY ORDER - HOW CAN I TRACK MY ORDER?
Upon shipping, we will send you an email containing the link to track the package. You can follow the shipping status after 24 hours from transmitting the order, by clicking on the tracking link present in the email.
RETURNS AND REFUNDS - IS IT POSSIBLE TO RETURN A PRODUCT IN A PHYSICAL SALES POINT?
No, products cannot be returned at physical sales points.
RETURNS AND REFUNDS - HOW CAN I RETURN A PRODUCT?
Returning a product is easy and quick, visit our Returns and Refunds page.
RETURNS AND REFUNDS - HOW CAN I EXCHANGE MY PURCHASE?
We are sorry but it is not possible to exchange items purchased on our store. If you wish, you can return the products and we will issue a refund; afterwards, you can place a new order for the correct item.
Please follow the instructions contained in the Returns and Refunds page to return your purchase
RETURNS AND REFUNDS - HOW LONG DOES IT TAKE TO RECEIVE THE REFUND?
All returned items will be refunded as soon as possible and in any case, within fourteen days from the date our warehouse receives the shipment. Please note that refund may take up to seven working days according to your bank's processing times.
RETURNS AND REFUNDS - HOW WILL I BE REIMBURSED?
All returned items will be reimbursed on the payment tool used for purchase (credit card, pre-paid card, paypal, etc.) or through bank transfer (in case of payment through bank transfer).
In case of payment through cash on delivery, please indicate your bank details on which to issue the refund during the return procedure.
PURCHASES AT STORES - WHERE ARE YOUR STORES LOCATED?
Click on the following Link to find the store near you.
PURCHASES AT STORES - WHO CAN I CONTACT IN CASE OF ISSUES?
For items purchased at stores, please contact the store where you made the purchase.
IMPORTANT INFORMATION ABOUT COVID-19
Can I place an order online? Will Duvetica deliver the goods?
Yes, you can shop online at the Duvetica website.
If I shop online, are delays in the delivery of the orders envisaged?
All deliveries will be carried out as normal. Due to the exceptional circumstances of these current weeks, delivery times may vary. We apologise for any inconvenience, our staff are doing everything possible to manage online orders in the best way they can.
Is the RMA service available?
Yes, the RMA service is available. Visit the “RETURNS AND REFUNDS” section for further information.
Is it safe to receive orders?
Health authorities confirm that receiving parcels is safe. You can find more information on the World Health Organisation website. The delivery procedures are constantly adapted based on the instructions of the competent authorities.
Customer Care Service
We remain at your disposal and we will be delighted to assist you with your orders online.
Please feel free to contact our CUSTOMER CARE SERVICE