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FAQ / Assistenza

REGISTRAZIONE

Why register with the site www.chiwishop.com
We recommend registering online to take advantage of special discounts (such as 5% on the first order), to receive discount coupons, be
updated on offers and new products offered for sale on our e-shop.

Is it possible to request a price offer?
It is possible to request personalized price offers regarding all categories of products by contacting us directly by e-mail or telephone. We will respond to customer requests as soon as possible.


ORDERS AND BILLING
What are the methods for sending orders?
The order can be made directly from the site using the "online shopping cart" or alternatively by contacting us via e-mail or by telephone.

How do I place an order?
It is sufficient to search for the items in the different categories, select the required quantity and click on the "Add to cart" button to fill the shopping cart. Then you have to click on the cart icon for the order summary where you can enter any discount coupons and check the  cost of shipping by entering the destination address. Continuing, you can access the Checkout phase where you can register, select the preferred payment method, the shipping method and submit the order.

How can I request information about an order?
Only for registered users who access their personal area with the appropriate credentials chosen during the initial registration stage, it will be possible to view the history and status of the orders placed, modify their personal data and password. It is also possible to contact us by chat, e-mail or telephone and one of our operators can communicate in real time the status of the order (awaiting payment, processing, shipped or completed).

Is it possible to invoice orders?
Chiwi is required to issue an invoice for all orders placed in its e-commerce store. Therefore, customers must fill in the fields relating to the data necessary to issue the invoice, such as the tax code and / or VAT number.

Are the prices shown on the website inclusive of VAT?
Yes, the prices shown on the site are already inclusive of VAT. In the product page, in addition to the final price including VAT, the taxable amount for the information is also shown.

What is the VAT rate on the order placed?
The VAT rate is 22% for almost all products on sale. However, there are cases in which other rates are applied which will still be highlighted in the order summary.


TRANSPORTATION AND DELIVERY

What are the economic conditions foreseen for the  transport?
Transport costs are free only for the products marked with a special band. For all other products there are determined price ranges appropriate to the real and volumetric weight of the goods purchased.

What are the shipping methods?
The only accepted shipping method is express courier. Delivery takes place in 24/48 hours throughout the national territory. The courier used may vary.

How fast are the orders processed?
Chiwi will proceed to fulfill the order in the maximum number of days provided for by the delivery times of each individual product highlighted in the detailed sheet of the same product.

Is it possible to deliver an order to a different address than the billing address?
It is possible if necessary. it is possible to fill in the fields related to the shipping and billing addresses, in order to make the delivery correctly.

How can I monitor the shipping status?
When the goods is shipped it will be forwarded an automatic e-mail to the client by Chiwi who will certify the delivery of the goods to the courier. Subsequently the courier will forward an e-mail to the client with the tracking code to monitor shipment and delivery.

Can I not accept a shipment?
At the time of delivery, the client must carefully check the package and the contents of the order. If damage and tampering are highlighted, it will be necessary to "ACCEPT THE DELIVERY WITH RESERVE". In this way, Chiwi will be able to claim on the courier for possible damage to the products and proceed with a new shipment or with the customer's refund.

If the goods delivered are different from the ordered ones, how should we behave?
Chiwi will collect the wrongly delivered goods at his own expense, which must not be tampered with. Subsequently it will proceed with a new shipment.

Is it possible to pay by cash on delivery?
Payment on delivery (cash only) is accepted but with an increase of the total amount € 5.


PAYMENTS

Which payment methods are accepted?
Payment methods accepted are Paypal, Credit Card, Bank Transfer, MyBank and Cash on Delivery. We reserve the right to accept other and new forms of payment in the future. In the case of bank transfer the shipment will be delivered to the courier as soon as the amount is credited to our bank account (times depend on the bank, but still must not exceed 5 working days, otherwise it is expected the cancellation of the order). The IBAN code through which to make the transfer is: IT52J0538541390000000351702 - BANCA POPOLARE DI PUGLIA E BASILICATA - SWIFT BIC: BPDMIT3BXXX. It will be necessary to indicate the order number in the reason and the surname/name or company name.

Is the client protection guaranteed for online purchases?
The customer is protected and guaranteed at all times of his stay on our site. The transactions are encrypted and protected, as well as their personal data and privacy are protected (DL 196 of 30.06.03).

Is it possible to make use the right of withdrawal?
Chiwi has to comply with the current legislation concerning the exercise of the RIGHT OF WITHDRAWAL by the client. It is also possible to make use of this right within 14 days of receiving the order. The product must be returned to Chiwi by the customer in intact condition, in the original packaging and must not be damaged (avoiding the application of labels or stickers of any type). Chiwi will proceed, as soon as the product is received, to the refund of the customer that will be made through Paypal or Bank Transfer.

Is there a warranty on the purchased products?
All products sold on Chiwi benefit the legal guarantees and commercial guarantees specified on the website www.chiwishop.com. To use the guarantee, the client must carefully preserve the accompanying invoice. The exercise of the Guarantee may include the request for assistance to the Authorized Assistance Centers present in the territory and / or follow the procedures illustrated in the documentation present in the product packaging. In case of lack of conformity, Chiwi provides, without expenses for the client, to restore the conformity of the product by repair/replacement or reduction of the price, until the contract is terminated. If it is not able to provide to its customer a product under warranty (restored or replaced), Chiwi may proceed to return the amount paid taking into account the use of the asset or its substitution with a product of equal or superior characteristics. The repair or replacement time of the product depends exclusively on the manufacturer's policies and no damage can be requested to Chiwi for any delays in carrying out repairs or replacements. If the application of the guarantees provides for the return of the product, the goods must be returned by the customer in the original packaging, complete in all its parts (including packaging and any documentation and accessory equipment). To limit damage to the original packaging, we recommend to insert it in a second box; in all cases, the affixing of labels or adhesive tapes directly onto the original packaging of the product should be avoided.