FAQ


PURCHASE

• • HOW DO I MAKE A PURCHASE?
  
  Making a purchase is easy and fast:
  1. navigate between Womenswear, Menswear, Accessories and click on a product image to view further information and imagery
  2. simply select your size and preferred colour
  3. click “Add to Bag”
  4. click on your Shopping Bag to proceed with the purchase
  5. please write your information, shipping address and select the payment
  6. once you’ve done your purchase you will receive an email with order confirmation
  
  You can check and change your shopping Bag at any time and you can pay with the main credit cards (MasterCard, Visa, American Express), PayPal and bank transfer.
  
  
•  • CAN I CHANGE MY ORDER BEFORE THE SHIPMENT?
  
  You can change your choice till it has not been processed yet. If you’ve changed your mind, we suggest you contact immediately our Customer Care (customercare@robertocollina.it).
  
  However, within 14 days from the receipt of your order you can return it for any reasons. You will find more info in the “Returns” section. 
  
  
•  • SHOULD I CREATE AN ACCOUNT TO MAKE A PURCHASE?
  
  No, it is not necessary to create an account to make a purchase.
  However, creating an account on our website is easy and simple and enables you to:
  - Receive special promotions
  - Save billing and shipping addresses to speed up the ordering process
  - Save credit card details to speed up the payment process
  - Easily access your details and order history 
  
  
•  • IS IT POSSIBLE TO MAKE AN ORDER BY PHONE/MAIL THROUGH CUSTOMER SERVICE?
  
  Yes, you can contact our Customer Service, who will be happy to assist you with your purchase either by phone +39 051 6804211 or by email at customercare@robertocollina.it 

• • HOW CAN I PAY MY PURCHASE?
  
   You can pay with the main credit cards (MasterCard, Visa, American Express), PayPal and bank transfer. 
  
  
•  • HOW CAN I HAVE THE REFUND?
  
  Once we have received your return at our warehouse and checked that it is eligible for a refund, you will receive a confirmation e-mail.
  The refund will be issued through our payment gateway upon receiving the return confirmation e-mail and will take up to 7 working days to process. How long it takes for the credit to show on your account will depend on your credit card/PAYPAL issuer. 

• HOW CAN I TRACK MY SHIPMENT?
  
  You will receive a confirmation e-mail containing the Tracking Number to follow the status of your order and to know the delivery time directly on the website of UPS courier (www.ups.it /search section). 
  
  
•  • HOW WILL BE SHIPPED MY ORDER?
  
  We ship by UPS, you will receive a tracking number as soon as your order will be sent.
  
  Deliveries will be completed during business hours from Monday to Friday, excluding holidays. If the parcel is not deliverable on the first attempt, the courier will attempt to deliver it one more time, if the driver cannot deliver at the address you wrote, they will leave the box at the nearest UPS access point.
  
  Shipping costs are free for orders equal or over € 250 in Italy and in Europe.
  For the orders of less than € 250, the shipping costs will be:
  - ITALY: € 7,00 (VAT included)
  - EUROPE: € 14,00 (VAT included) 
  
  
•  • HOW LONG WILL I RECEIVE MY ORDER?
  
  Estimated delivery time by UPS:
  - ITALY: shipping with delivery in 1-3 working days
  - EUROPE: shipping with delivery in 2-5 working days 

• • HOW CAN I MAKE AN EXCHANGE?
  
  It is no longer possible to make an exchange for size or color or model. To streamline the procedure, we advise you to proceed directly with a new order.
  
  You can contact our Customer Service by sending an email to customercare@robertocollina.it to find out more about availability. 
  
  
•  • HOW CAN I MAKE A RETURN?
  
  Fill out the return form that you will find in the box or in the Returns section of our site, and send it to customercare@robertocollina.it 
  Once the return request has been accep¬ted, we will send you a UPS digital barcode, as well as instructions on how and where to ship the package.
  
  Products can be returned within 14 working days from the date of receipt of the products.
  
  Items returned to us without completing the return request will not be accepted.
  
  Shipping costs are at your expense and will be deducted from the amount refunded to you following the return:
  - ITALY: € 10,00 (VAT included)
   - EUROPE: € 20,00 (VAT included)
  
  The purchased product must be returned intact, complete with all its parts with the related control tag, the warranty seals intact and not tampered, with any accessory and additional material, without signs of wear and dirt. 
  
  
•  • CAN I USE ANOTHER SHIPPING METHOD?
  
  Please note that you may choose not to use the courier service provided by us, but also in this case, you will have to bear the costs of the different return method. 
  
  
•  • IF I PURCHASE A PRODUCT ON SALE, CAN I STILL RETURN IT?
  
  Yes, even products on sale can be returned. 
  
  

•  • PRICES OF THE PRODUCTS
  
  Final clients can only purchase on our online shop. The prices published on the website robertocollina.com, payments and invoices of orders are in EURO (including VAT).
   We will issue an invoice which will be sent along with the order.
  
  Please note: once you will receive the order confirmation, it will not be possible to change the invoice details nor issue a new one. 
  
  
  

• • WHAT BENEFITS DO I HAVE IN CREATING AN ACCOUNT?
  
  Creating an account on our website enables you to:
  - Receive special promotions
  - Save billing and shipping addresses to speed up the ordering process
  - Save credit card details to speed up the payment process
  - Easily access your details and order history 
  
  
•  • HOW TO CREAT AN ACCOUNT?
  
  To create an account, simply indicate your name, surname, e-mail address and a password.
  
  
•  • HOW CAN I CHANGE MY ACCOUNT DETAILS /FORGOTTEN PASSWORD?
  
  You can update your account details at any time by logging in your account and accessing the account details section.
  If you have forgotten your password, you will find a “reset password link” in all the areas in which your password is required. Enter the e-mail address that you used to register to receive a password recovery form via e-mail within a few minutes. 
  
  
•  • HOW TO DELETE AN ACCOUNT?
  
  To delete your account, please contact our customer service team from 9.00 am to 5.30 pm (CET), from Monday to Friday, excluding bank holidays.
  You can contact us on +39 051 6804211 or via e-mail customercare@robertocollina.it 

• • HOW CAN I CONTACT YOUR CUSTOMER CARE?
  
  You can contact us on +39 051 6804211 or via e-mail customercare@robertocollina.it 
  
  Our customer service is available from Monday to Friday, 9.00 am to 5.30 pm (CET), excluding bank holidays.