I CAN’T LOG IN TO THE WEBSITE
Dear Customer, there is no way to create an account on our site and all orders are always placed in GUEST mode. It is therefore normal that you are unable to log into the LOGIN, because there is no account. The LOGIN you see is for the webmaster only.
I HAVE PLACED AN ORDER BUT I HAVE NOT RECEIVED THE CONFIRMATION EMAIL
Please, check the SPAM of your email, if it is not even there, check that the payment has actually been successful (for example paypal releases a transaction code) then write us an email
I HAVE PLACED AN ORDER BUT I NEED TO CORRECT DATA
Please send us an email with the order number in question within 24 hours from your purchase.
I HAVE NOT RECEIVED MY ORDER YET
Dear customer, all orders are shipped the first working day following your purchase.
Let’s count the days of delivery starting from the first working day after that of your purchase, for example: If I order on Friday morning, start counting from Monday.
Please look at the summary of your order that was sent to you at the time of ordering (if it is not in your inbox, check the spam): if you see “STANDARD NO TRACKING 5-20 DAYS” it means that you have chosen a Standard shipment, without tracking code, which will arrive by ordinary mail directly in the letter box (there is no courier who calls or intercom). The timing is between 5 and 20 working days. If you are on time but haven’t received the package yet, please send us an email
Please do not ask us for tracking if you have chosen shipping without tracking!
If the destination is CANARY or other remote locations, the standard shipping will be tracked (we send an international certificate) but the times may be slightly longer.
If you have chosen FAST shipping, please check your inbox or your SPAM, in most cases the courier has already sent you an automatic email with your tracking. If not, send us an email indicating your order number. Fast shipping arrives within 5 working days (excluding Saturdays, Sundays, holidays) complete with tracking.
NB: In some months of the year, such as November, December and January, slight delays are possible by transporters, please be patient for a few more days.
We remind you that the delivery days are to be understood as working days, i.e. excluding Saturdays, Sundays and Italian holidays such as: 08/12, 24-25-26 / 12, 31/12, 01/01, 25/04, Easter, Easter Monday (the day after Easter), 1/05, 02/06, 29/06, 15/08, (and holidays of the country of arrival) not to be included in the count of days for delivery.
I HAVE CHOSEN THE FAST SHIPPING BUT I HAVE NOT RECEIVED ANY TRACKING
If you have chosen the fast shipping (please check that FAST SHIPMENT + TRACKING is written in the summary of your order under the item “shipping method”) you will receive tracking automatically by email within 24 hours from your purchase. If there is no inbox, check for spam. If it’s not even in spam, send us an email, specifying your order number. Please do not ask us for tracking if you have chosen shipping without tracking! if you see “STANDARD NO TRACKING 5-20 DAYS” it means that you have chosen a Standard shipment, without tracking code, which will arrive by ordinary mail.
FAST SHIPPING TIMES HAVE NOT BEEN RESPECTED I WOULD LIKE A REFUND
We always strive to ensure that the goods arrive even before the promised deadlines but this is not always possible. In the busiest months of the year it is possible that there are slight delays for organizational reasons of the courier. We reserve up to another 2 working days more than the promised deadlines, if these two days are not met we will refund the shipping cost. If the package is lost, we will send it back at our expense.
If from the tracking results a problem of force majeure (adverse weather conditions, courier operations, incorrect/ incomplete shipping data, etc) or if there is a stock not claimed by the recipient, no refund will be made.
THE ORDER IS RETURNED TO THE SENDER
In almost all cases this happens when the address provided is incorrect or incomplete. Please check that the postcode is correctly associated with the address, that the recipient’s surname appears correctly on the mailbox, specify any numbers of stairs / building / villa in the case of districts. For the return of orders returned to the sender due to incorrect address, a contribution to the return is required at this link https://ilovehogwarts.com/products/velocizza-la-tua-spedizione/
Check that the address is correct with the help of google map or by seeing the header of any bill that arrives on time at home.
If the package remains in storage (for example at a UPS ACCESS POINT) for more than 10 days without the recipient having taken care to recover it, it will return to the sender, a contribution is requested here https://ilovehogwarts.com/ products / speed-up-your-shipping /
If the address is still correct but the delivery is returned to the sender, please contact us by email.