FAQ

REGISTRATION

How can I register for 0039italy-shop.com?

You can also shop as a guest in 0039italy-shop.com. However, by comparison, registering provides various advantages. In addition to processing your shop faster, as a registered user you will similarly be offered additional payment methods such as payment on account and, if requested, information about news and campaigns via our Newsletter.
To register, first of all click on My Account. A page will open with which you can register as a new customer on the right-hand side. To that end, please complete all fields and click on Continue. If your delivery address varies from your invoice address, please also state the delivery address by activating the check box Delivery address differs from invoice address. Then you will be taken to your personal account area. Here you have the option of viewing your data and administering your settings (personal data, invoice and delivery address, payment method and Newsletter registration).

PLACING ORDERS

How can I place orders with 0039italy-shop.com?

Place the selected product in your shopping basket and then click on the Checkout button. If you are already a registered 0039italy-shop.com customer, you can log-in on the left-hand side of the page. If you are a new customer, please complete all fields on the right-hand side of the page. If you would like to complete order without registering your data, activate the Do not set up a customer account check box. By clicking on Continue you will reach the next page. Here, please select your payment and shipping method by activating the respective check box. Click on Continue. 
On the following page you will receive a summary of your purchase for reviewing. If all the details are correct, please confirm that you have taken note of our General Terms and Conditions of Business and the cancellation policy by activating the respective check box. The order will be completed by clicking on the Order With Payment Liability. You will then have the option of printing a confirmation of order. If you have provided an e-mail address, you will receive confirmation by e-mail within a few minutes.

Can I also place orders by telephone?

No. Unfortunately, at 0039italy-shop.com we do not currently provide a telephone order service. However, should you wish to make specific enquiries, we would be glad to provide assistance via our service number: +49 (0)711 - 722 542 36. Alternatively, you can use the contact form.

Can I subsequently add products to my order?

No. Unfortunately, this is not possible for technical reasons.

Can I have my order wrapped as a gift?

No. Unfortunately, packing an order as a gift is currently not possible.

SHIPPING

What will shipping my order cost?

The shipping flat rate for Germany via standard shipping is € 5.50 for each order. Express shipping is € 20.00 for each order. For deliveries in Europe we charge a flat rate of € 17.00. We do not offer express shipping abroad. We shall assume the return via DHL on your behalf. In the case of returning an order in full, you will be reimbursed for the shipping flat rate.

Is my goods consignment insures?

Yes. All packages of 0039italy-shop.com are insured up to a value of € 500 against damage or theft up until delivery to the address you have stated. The costs in that respect shall be borne by 0039italy-shop.com. Please note that if you wish to return an item of clothing, please only use DHL Return Form in that respect that will be made available to you to print after being transferred from 0039italy-shop.com to the DHL website. Please retain the return voucher after entering your details in a DHL Shop. The package will only be insured by doing this.

Can I state an alternative delivery address?

Once you have placed your product in the shopping basket, you can state your respective delivery address. In that respect, please note that the address must be in Germany or Europe. If the delivery and invoice address vary, under certain circumstances following a review of all details providing the option of placing an order on account may be refrained from.

Can I arrange to have the order delivered to a Packstation?

You can, of course, arrange to have your ordered product delivered to a German Packstation near you. To that end, in the order section Delivery Address simply select the option Packstation, and enter the required data. At present, products cannot be delivered to Packstations abroad.

When will I receive my ordered products?

In the event of placing an order on account or payment via credit card, the order shall be sent once the processing has been completed. In the case of selecting safer payment methods such as PayPal, advance payment, immediate transfer or SEPA direct debit, products shall be shipped immediately following receipt of payment. As soon as the ordered products leave our company, we will send you an e-mail containing a tracking number with which you can track your consignment online.

Will all products arrive at the same time?

In most cases, you will receive all products simultaneously. An order will only be delivered by way of several partial deliveries in exceptional cases. Naturally, you will not be charged in that respect.

My order hasn’t arrived. What should I do?

Your package may take one week to arrive. If your package still hasn’t arrived after one week, may we request that you contact our Customer Service so that we can check where your package is.

To which countries does 0039italy-shop.com deliver?

0039italy-shop.com currently delivers to: Andorra, Albania, Armenia, Belgium, Bosnia-Herzegovina, Bulgaria, Denmark, Estonia, Finland, France, Georgia, Greece, Great Britain, Honduras, Ireland, Iceland, Italy, Croatia, Liechtenstein, Lithuania, Luxembourg, Malta, Macedonia, Moldavia, Monaco, Netherlands, Norway, Austria, Poland, Portugal, Romania, Russia, San Marino, Sweden, Switzerland, Serbia, Serbia-Montenegro, Slovakia, Slovenia Spain, Czech Republic, Turkey, Ukraine, Hungary, Vatican, Republic of Belarus and Cyprus.

Which logistics partners does 0039italy-shop.com use to send consignments?

In Germany, consignments are sent via DHL, which provides the option of tracking consignments. In the case of DHL, you can arrange to have your consignment sent to one of the numerous Packstations in Germany or collect it directly from a post office. In Europe, consignments can only be sent directly to the customer’s home address.

CREDIT NOTES

How can I use a credit note?

In the product list in the shopping basket you will find a box entitled Use Credit Note where you can enter the credit note code. The used credit note then appears in the product list.

Can I buy a 0039italy-shop.com credit note as a gift voucher?

At present, at 0039italy-shop.com we do not offer gift vouchers.

SECURITY

Is purchasing at 0039italy-shop.com secure?

0039italy-shop.com uses the so-called SSL encryption. As a result, your personal data that you forward to us are encrypted and cannot be viewed by any other party.

What happens to my data?

0039italy-shop.com attaches great importance to the protection of your privacy and your personal data. Therefore, all your data are treated in absolute confidence by Fashion Direct GmbH, and are not forwarded to third parties. For more information, please read our data protection policy.

CUSTOMER SERVICE

How can I contact 0039italy-shop.com?

You can use the contact form to contact us. You also have the option of contacting our Customer Service by telephone on 
+49 (0)711 - 722 542 36 (Mon.-Fri.: 9.30 a.m. to 6.00 p.m.)

USER ACCOUNT

What is the My Account area for?

In My Account you can amend your personal details such as your form of address, name or date of birth, and view your order history. You also have the option of updating your password and e-mail address here if necessary and processing the Newsletter settings.

I have forgotten my password – what should I do?

If you have forgotten your password, above the Register button you will find the link entitled Password Forgotten. Click on it and enter your e-mail address. You will then be sent a link by e-mail that will enable you to enter a new password.

PAYMENT METHODS

Which payment methods are available?

SEPA direct debit procedure
If you select SEPA Direct Debit Procedure as the payment method, your baking data will be called up and reviewed. You will receive an order confirmation with the order amount. This amount will then be automatically deduced from your account. As soon as payment is received (approx. 2-3 workdays), your order will be processed and sent.

Advance payment

If you select Advance Payment as the payment method, after placing your order you will receive conformation of order containing our bank account details and the invoice amount. You transfer the invoice amount, and as soon as we have received it your order will be processed and sent.

Credit card

If you select Credit Card as the payment method, in the order process you will be requested to enter your credit card details. The order will be processed and sent immediately by us.

PayPal

If you select PayPal as the payment method, you settle the invoice amount directly via your existing or new PayPal account. The order will be processed and sent immediately by us.

IMMEDIATE transfer

When selecting IMMEDIATE Transfer as the payment method, following the order process you will be forwarded to the secure encrypted website of sofortüberweisung.de. Your contact data and PIN and TAN will be forwarded directly to your bank. The order will be processed and sent immediately by us.

Payment on account

If you select Payment On Account as the payment method, the order will be processed and sent immediately by us. The invoice will be enclosed with your consignment and will be sent in advance to you by e-mail. In the case of Payment On Account we take for granted that the invoice amount will be settled within a period of 14 days following receipt of the goods.

What are the banking details of 0039italy-shop.com?

Fashion Direct GmbH

IBAN: DE92600907000535558023

BIC (SWIFT-Code): SWBSDESS

Südwestbank Stuttgart

Why do I now need to use IBAN and BIC instead of the account number and bank sorting code for direct debits and transfers?

As per 1 February 2014, the standardised euro payment area, referred to in brief as SEPA, was also introduced in Germany. SEPA (Single Euro Payments Area) entails a new and standardised procedure in non-cash payment transactions for customers and company. From a payment viewpoint it applies to direct debits and bank transfers.

For you as a customer this means, in brief, that IBAN und BIC supersede your bank account number and bank sorting code for the stated payment channels. You will already be familiar with IBAN (international bank account number) and BIC (international bank code) if you have already transferred money abroad or want to receive payments from abroad. These numbers are now also used for transactions in Germany.

For our online shop at OUTLETCITY.COM, we have already converted your account number and bank sort code into IBAN und BIC. However, may we request that you once again check the contact data stated in the order process? You will only find them deposited in the SEPA format.

Finding IBAN and BIC:

You can find the IBAN und BIC in your banking documents or on your online banking portal. As an additional option, you can use the IBAN converter. You can normally find it on your bank’s website.

You can also find more information about SEPA and other related topics at: www.sepadeutschland.de

RETURNS

How can I return products?

In the menu item Return and Exchange you will find a step-by-step guide for the return consignment procedure.

For all returns throughout Germany by clicking on the marked link on the page you will be forwarded to a page of DHL. There please enter all the required information in the corresponding boxes and complete the procedure by clicking on the Send E-Mail box. Within a few minutes, DHL will send a return label free of charge to the e-mail address you have stated. If you do not receive an e-mail, please check your spam folder.

For all return requests outside Germany please send an email to info@0039italy-shop.com.We will provide you with the return label for cost-free return via email. 


Then, enclose the completed return label with your return consignment and stick the printed return label on your package. You can then hand in the package at your nearest Deutsche Post AG branch or at a DHL Shop free of charge.

How long can I wait until returning ordered products?

If you are not satisfied with your ordered products, you can return them within 14 days.

What should I consider when returning products?

Please make sure that the products to be returned are not damaged, soiled and that the label is attached when returning them. Otherwise, the taking back of returns cannot be guaranteed.

I wish to request a new delivery. Can I state this via the return package?

If you would like to have a new delivery, please simply place another order with 0039italy-shop.com. This will enable you to immediately see whether or not the selected products are available. Please do not request a new delivery with your return package because the selected product may be out of stock by the time your package reaches us. Via My Account, My Orders, you can simply select products that you have already ordered and place an order for them in your selected size.

How do I get my money back?

As soon as we receive your ordered products via return, you will receive a return from us by e-mail. We will then promptly repay you the corresponding amount via the payment method you stated for the order. For example, the amount will be directly credited to your credit card or PayPal account. Please note that depending on the selected payment method, it may take several days until the repayment reaches you.

COMPLAINTS

What do I need to do in the event of a complaint?

If a product is faulty, may we request that you contact our Customer Service by telephone or e-mail. To process the complaint as quickly and easily as possible, please provide us with a brief description and picture of the fault/defect.

NEWSLETTER

What is the 0039italy-shop.com Newsletter and what advantages do I have?

In the Newsletter we inform you about new developments and current offers of our brand, product recommendations and vouchers.

How do I register for, and cancel, the Newsletter?

Click on the Newsletter link (top right-hand or bottom right-hand corner). You will then be forwarded to the Newsletter registration page. Please complete all the necessary boxes and confirm your details by clicking on the Save button. You will then receive an e-mail asking you to confirm the Newsletter registration by clicking on the confirmation link.

In My Account you have the option of registering for the Newsletter. To that end, in the Your Newsletter Settings item merely activate the check box Yes I would like to receive the free 0039 ITALY Newsletter.

The Newsletter can be cancelled at any time free of charge.