Help and FAQ: Frequently asked questions about products
In this section you will find answers to the FAQs, the most frequently asked questions about the products.
FREQUENT QUESTIONS
HOW TO BUY?
HOW CAN I PLACE AN ORDER?
Purchasing on Delux Store is fast and immediate. You can complete a purchase without registering. However, we recommend that you create an account to access exclusive areas and services dedicated to our customers.
Search for articles: You can freely consult our catalog by selecting the category of your interest from the navigation menu; to make your search more precise, use the filters or the site's internal search.
Product information: In each product sheet you can view all the information relating to the item (description, composition, measurements, fit) and, by clicking on the product image, enlarge it to view all the details.
How to buy: To purchase a product on Delux Store:
1. from the product sheet, select the color and size of the item from the available combinations;
2. add the product to the cart;
3. if you decide to continue shopping, you can view the contents of your cart at any time by clicking on the icon at the top right of the screen;
4. click on the cart icon and decide when to proceed with the order;
5. if you are a registered user you can log in or continue as a guest and enter the shipping address and optionally also the billing address;
6. select a desired shipping type and payment method;
7. enter your payment information;
8. check that the information entered is correct and click on "Complete order"
Within a few minutes a thank you message in the center of the page will inform you that the purchase procedure has been completed correctly. Finally, you will receive a confirmation email containing the order details.
WHAT IS THE PROMOTIONAL CODE AND HOW DOES IT WORK?
The discount code is provided to take advantage of special promotions. We often send promotional codes to customers who subscribe to our Newsletter on the occasion of particular events.
I HAVE A PROMOTIONAL CODE, HOW CAN I USE IT?
If you have received a promotional code, all you have to do is enter it on the order completion page: the discount will be calculated and displayed automatically.
We invite you to check that the discount has been applied before completing the purchase.
Remember to enter the promotional code when finalizing your order as it will not be possible to add it later.
If, after checking, your code does not work, contact us at deluxfashionbrand@gmail.com or on whatsapp at +39 380 1795 906. We also remind you that promotions and discounts in some cases cannot be combined or are not valid for some product categories; check the conditions of the promotion on the communication received.
FREQUENT QUESTIONS
ORDERS AND SHIPMENTS
WHAT ARE THE DELIVERY TIMES?
Standard delivery of orders takes place on average within 2 to 7 working days of the order being shipped in Italy*, from 3 to 7 working days in Europe and within 10 working days for all other destinations in the world**.
If the Express service is available, delivery will be made within 1-3 working days of shipping the order for all destinations.
All orders are processed automatically, therefore it is not possible to change shipping and delivery times.
Carriers do not deliver on Saturdays, Sundays and public holidays; Delivery times may be delayed in the event of Italian holidays. For deliveries to non-EEC countries, customs clearance procedures may cause delays beyond our original delivery estimates.
The courier will make two delivery attempts and, in case of non-receipt, will leave the package at the TNT, BRT or SDA headquarters.
*=5 days for the Islands, Calabria and disadvantaged areas
**=excluding goods held at customs
*****
We are committed to respecting delivery times, but during busy periods (sales, holidays), times may vary slightly. Furthermore, sporadic technical updates to our operating system, or causes of force majeure (such as, for example, particularly unfavorable weather conditions) could make certain delivery services temporarily unavailable or affect the deadline for placing an order as well as on the expected delivery times. Nonetheless, we want to reassure you that we will always continue to strive to limit these changes as much as possible.
WHAT ARE THE SHIPPING COSTS?
ITALY (including islands), Vatican City, Republic of San Marino: €5 standard, €7 express; Free starting from €69.
Foreign shipments:
EUROPE and UK: €16 Standard; €19 Express; Free starting from €250.00
SWITZERLAND: €17 Standard; €20 Express; Free starting from €250
USA and CANADA: €30 Standard;
REST OF THE WORLD: €50
HOW CAN I TRACK THE SHIPMENT OF MY ORDER?
All orders are sent with a trackable shipping service. Once your package has been shipped, we will send you a confirmation email containing the link to track the progress of your package.
After 24 hours from sending the order it will be possible to follow the shipping status by accessing the tracking page.
HOW CAN I CHECK THE STATUS OF MY ORDER?
If you are a registered user, log in to your reserved 'Account' area to view the status of your order in the 'My Orders' section.
If you are not registered, you will still receive an email when the order is shipped from our warehouse with a link to track the shipment
IN CASE OF PROBLEMS WHO SHOULD I CONTACT FOR ASSISTANCE?
We are truly sorry if you had a problem and we will help you resolve it as quickly as possible.
The first thing to do as soon as you discover the defect is to contact us at deluxfashionbrand@gmail.com and provide us with as many details as possible (your order number, which item is defective, what the defect is, etc.).
A member of Customer Service will find a solution and respond to your request as soon as possible.
FREQUENT QUESTIONS
PAYMENTS
CAN I PAY BY CASH ON DELIVERY?
Yes, it is possible to pay cash on delivery with a supplement of €5.00.
WHAT ARE THE PAYMENT METHODS AVAILABLE?
On Delux Store it is possible to make payment with: credit card, debit card or prepaid card belonging to any international circuit, PayPal, Apple Pay, Google Pay, Shop Pay and bank transfer.
IS THE PAYMENT SECURE?
Security is extremely important to us, so we want you to know that your information will be encrypted and safe. On Delux Store every purchase is made in maximum security thanks to the use of certified secure servers and the adoption of the most advanced coding systems (SSL). All transactions are processed by a secure online payment gateway that transfers payment information via the highest security standard, in encrypted form: your credit card details will be totally unreadable to third parties. We also only use secure connections, as demonstrated by the "https" prefix and the padlock symbol that appear in the browser's address bar. To protect your credit card purchases, you will be asked to enter the CVV2/CVC2/CID security code with each order.
We also take the risk of fraud seriously, all credit and debit card payments are subject to validation and authorization by both us and your credit institution.
Our payments department will carry out anti-fraud checks before approving the transaction and, for greater protection, may contact you for further details before confirming the order.
WHAT IS THE SECURITY CODE?
On Mastercard and Visa cards, the security code is a 3-digit number found on the back of the card near the space reserved for the cardholder's signature.
FREQUENT QUESTIONS
PRODUCTS AND SIZE GUIDE
WHAT IS THE COMPOSITION OF THE GARMENT?
In each product sheet it is possible to consult a brief description showing the composition of the garment.
HOW CAN I DO THE WASHING?
To ensure that the items purchased last a long time, always consult the label on the garment and contact us for more details.
HOW DO I CHOOSE THE RIGHT SIZE FOR ME?
To help you choose your size correctly, consult the product sheet of the item you want: you will see all the information on fit.
FREQUENT QUESTIONS
ACCOUNT
HOW CAN I REGISTER?
Creating an account is very simple and free!
You can click thislink , enter the required information and choose a password.
Registered users can save their favorite products in the wishlist, access all information relating to orders and returns.
DO I NEED TO BE REGISTERED TO PURCHASE?
You do not need to be registered to purchase, but you will not be able to view orders placed in your private area.
I FORGOT MY PASSWORD, WHAT CAN I DO?
To recover your password, simply access the following link and enter the email address with which you registered.
You will receive an email that will allow you to save a new password linked to your Account.
HOW CAN I CHANGE MY ACCOUNT DETAILS?
To modify your data, log in to your Account by entering your email and password and clicking on "Modify" you can update the data you want.
FREQUENT QUESTIONS
RETURNS AND REFUNDS
DO I HAVE TO PAY TO RETURN THE ORDER?
Return costs are borne by the end customer.
You can only return/exchange unwashed, worn or damaged items within 14 days of receiving the package. To request a return simply visit our 'Returns Centre'.
HOW CAN I MAKE A RETURN/EXCHANGE?
If you have changed your mind about your purchase or if you need to change size, book a return by logging into your Account .
1) Enter your order number and the email address with which you placed it;
2. Follow the instructions and select the items you want to return;
3. When your return request is accepted, you will receive a confirmation email with guidelines for returning the package.
I RECEIVED A FAULTY PRODUCT, WHAT CAN I DO?
If you have found an irregularity in the order received (faulty product, different item from the one ordered) send an email to deluxfashionbrand@gmail.com following these instructions:
Indicate the order number and the problem encountered in the subject of the email;
Describe the irregularity in the body of the email;
Attach clear photographic evidence of the defect or incorrect product.
You will be contacted within 24/48 hours by our customer service to resolve the problem and to organize the collection of the non-compliant item via our courier. Once the date and place of collection have been established, a waybill will be sent to you via email containing the shipment tracking number which you will need to print and apply to the package before delivery to the courier.
HOW LONG DOES IT TAKE TO RECEIVE THE REFUND?
Depending on the shipping method you used, it can take up to 15 working days (excluding Saturday, Sunday and public holidays) for your return to reach our warehouse. Once received, we will send you an email to confirm the refund.
All refunds will automatically be issued to the payment method used to place the order. The amount will be available in your account again in 5-7 business days depending on your bank's processing times.
HOW AND WHERE DOES THE REFUND TAKE PLACE?
All returned items will be refunded to the same payment method used for the purchase (credit card, PayPal, etc).
When an order (or part of an order) is returned, we refund only the price paid for the items and not shipping costs, duties etc. unless the entire order has defects.
CAN I RECEIVE A REFUND ON A DIFFERENT CARD THAN THE ONE USED FOR THE ORDER?
For security reasons we cannot refund you to a card other than the one you purchased.
SI PUO' EFFETTUARE IL RESO SULLE SNEAKERS?
Non effettuiamo resi sulle Sneakers.
FREQUENT QUESTIONS
NEWSLETTER
HOW CAN I SUBSCRIBE TO THE NEWSLETTER?
You can register by entering your email address in the footer of the page, you will find the appropriate section, or directly when registering in "My Account".
HOW CAN I UNSUBSCRIBE TO THE NEWSLETTER?
If you no longer wish to receive our newsletter, click on the unsubscribe link found at the bottom of each of our emails.
It may take up to 7 days for this change to take effect.
If you change your mind in the future, you can sign up again by simply following the instructions listed above.