DOMESTIC SHIPPING (ITALY)
Orders are typically processed between 1-3 business days and typically takes up to 4-5 business days to arrive at destination with UPS or Poste Italiane. Sometimes, however, it can take longer to process, depending on our ability to meet the order volume. We do our best to keep up with our stock, but due to demand, some items may be delayed up to 15 days. If there is a delay in shipment for any reason, we will notify you by email as soon as possible. If you make an order after 12:00 PM (CET) on Saturday, Sunday or during national holidays, it will be processed on the next business day.
INTERNATIONAL SHIPPING
Orders are typically processed between 1-3 business days and typically takes up to 5-10 business days depending on the area, with UPS. Sometimes, however, it can take longer to process, depending on our ability to meet the order volume. We do our best to keep up with our stock, but due to demand, some items may be delayed up to 15 days. If there is a delay in shipment for any reason, we will notify you by email as soon as possible. If you make an order after 12:00 PM (CET) on Saturday, Sunday or during national holidays, it will be processed on the next business day.
Ottica Rizzato is not responsible for any customs fees or duties incurred on international shipments as these are the responsibility of the purchaser. Please check with your local customs office about rules and regulations that may apply to you. A helpful link to calculate how much you will be charged for customs depending on your country is dutycalculator.com. Please note, with these shipping methods transit times may vary due to customs delays. If you’re having trouble with your order, please don’t hesitate to contact us at hello@otticarizzato.com. Duty Fees will not be refunded on returns for this shipping method.
SHIPPING COST
| COUNTRY | ORDERS >300€ | ORDERS <300€ | ACCESSORIES |
| Italy | Free | 12€ | 5€ |
| EU | Free | 18€ | 18€ |
| UK | Free | 25€ | 25€ |
| Switzerland-Liechtenstein | Free | 25€ | 25€ |
| USA – Canada | 35€ | 35€ | 35€ |
| Rest of the world | 60€ | 60€ | 60€ |
The following countries are not served by the international shipping service: Afghanistan, Belarus, North Korea, Cuba, Iran, Iraq, Russia, Syria, Sudan, Ukraine.
RECLAIMS
For any problems and complaints relating to the products or the service, send us an e-mail to hello@otticarizzato.com. We will answer your question the first working day after receipting your request and within 24/48 hours. You can also reach us on the phone at this number (+39) 0445 623323: our customer service is at your disposal from Tuesday to Saturday from 09:00 to 12:00 and from 15:30 to 19:00 (CET) except for national holidays.
Ottica Rizzato will not be held responsible for claims made more than 14 days after reception with proof of delivery (signed parcel document).
RETURS
To return a product, send your return request to hello@otticarizzato.com providing the following information:
Our Customer Service will contact you within 24-48 working hours.
We have a 14-day return policy. We do not accept return requests sent after the fourteenth day of receipt of the products.
Return handling and return shipping costs are the responsibility of the customer. Shipping costs are non-refundable.
The products must be returned in the same condition in which they were delivered, i.e.:
After the return, we will check the product(s) and send you a confirmation e-mail if it is eligible. In case of acceptance, you will have to proceed to return the products to Ottica Rizzato entrusting them to an express courier (shipping with the possibility of tracking the package), within 14 days from the date of receipt of the confirmation e-mail. If the returned product(s) do/does not comply with the requirements above, the return will not be effective.
The possibility of returning the product/s does not limit the legal guarantee in any way. The possibility of returning products does not apply to orders placed using a gift-card or a gift-voucher.
If the right of return is exercised in accordance with the indicated terms, Ottica Rizzato will notify you via e-mail of the acceptance of the returned product(s) and will refund, without undue delay and in any case within 14 days from the confirmation date, the amounts due, directly on the account or on the payment method (e.g., Paypal or Credit Card) used at the time of purchase. In any case, the refund will be made to the person who made the payment.
If the terms are not met, due to delay in exercising the right of return or evident damage to the returned product(s), you will not be entitled to a refund of the sums already paid to Ottica Rizzato.
You will receive notification by e-mail of the non-acceptance of your return and you will be able to choose, within 14 days, whether to get the products back in the state in which they were returned to Ottica Rizzato (at your expense and according to the methods will be communicated to you) or if Ottica Rizzato will be able to keep the product(s), in addition to the sums already paid for their purchase.
If you have any questions about the return, you can always contact us at hello@otticarizzato.com.
Damages and issues
Please check your order upon receipt and contact us immediately if the item(s) is/are faulty, damaged or if you have received a non-compliant item, so that we can evaluate the problem and remedy it.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as discounted eyewear, products purchased on pre-order and customized products (special orders, gifr-card/gift-voucher, orders placed via gift-card/gift-voucher or personalized items). Contact us if you have any questions or concerns about a specific item.
Exchanges
It will be possible to exchange the product once or make a return, but it will not be possible to make a return of the exchanged product.
If you wish to exchange the product, send an e-mail to hello@otticarizzato.com.
