Terms and conditions

To order an item from Pietrachiara, you must specify your personal data. This data is used solely by Pietrachiara in conjunction with the delivery of your item. We will never share or sell your data. We do, however, reserve the right to update our data policy after having advised you via email. If you expressly accept to receive the newsletter, Pietrachiara will use your data accordingly.

Returns

If, for any reason, you are not satisfied with your purchase, the items can be returned for refund within 14 days from the date of receipt of the order. Please see below terms and conditions for making a return.

1. Returns instructions
Please follow rigorously the instructions of the procedure shown:
1) Send us your statement describing your decision to withdraw via certified email (PEC) pietrachiara@pec.poste.it, specifying the order number along with the items you wish to return.
2) Once Pietrachiara has received your communication of withdrawal, the Customer Care will contact you via email to accept your request and to confirm the shipment.
3) You must ship the goods you wish to return within 14 days from the acceptance date of your withdrawal request by Pietrachiara. The goods shall be returned in perfect conditions, in their original packaging and together with all accessories. Even if the law in force does not oblige the buyer to purchase an insurance policy on the goods returned, when exercising the right to withdrawal, may we suggest that you acquire one. You must bear the direct cost of returning the goods and you are the sole responsible for the product during its shipment. You will be notified of the address of our warehouse once we are notified of your request.
4) Upon receipt Pietrachiara will verify the integrity of the goods and the presence of all products together with all accessories including the original packaging.
5) If you have complied with all the conditions required, Pietrachiara, in accordance with art. 56 of the consumer code, will send you a confirmation of the acceptance of your return and it will fully reimburse you the price of the products purchased. We remind you that the currency date of the refund is the same as the charge, so you will not endure any loss in terms of bank interest.

2. Terms and conditions
The products must not have been altered and must not show any signs of use. Returns must be shipped with the original bag or box of the product inside the package with which the goods have been received which must be well sealed with adhesive tape. In the absence of the above, the parcel can be sent along with another suitable packing for the shipment of the goods.
Each product must be returned with all original packaging and accessories received with the order.
In the event that the you receive defective merchandise, or that errors occur in the shipments by Pietrachiara, you are invited to contact the customer service immediately by writing to customerservice@pietrachiara.it. When you receive the delivery, you must write on the transportation documents “goods accepted with reserve” in the presence of the driver. If there is a damage caused by the carrier that is not immediately visible, we will thereby be able to open a complaint with the transportation firm. All orders are insured against theft and accidental damage caused by transportation from Pietrachiara to your delivery address. Once the parcel has been delivered and you have signed for acceptance at the delivery address, the insurance cover ends. To ensure your purchases arrive intact and in perfect condition, we mandatorily require a signature for acceptance upon delivery. Damaged goods that have not been accepted with reserve won’t be refunded.
Pietrachiara reserves the right to request photographic evidence before authorising returns for defective goods and in taking care of the shipping costs for the returned goods to its premises. Pietrachiara also reserves the right to refuse unauthorised returns, or otherwise not complying with all the conditions laid down for the return procedure. In this case, the goods will be returned to the sender at the original shipping address. For all aspects not specifically expressed, the European legislation for distance trading applies.

Shipments

1. Shipment of the order
Pietrachiara can ship to any address within the European Union. Pietrachiara also ships outside the European Union. For shipments to Non-EU countries, you can request a personalised quotation at customerservice@pietrachiara.it, by indicating the delivery address and your tax ID. For shipments outside the European Union all export customs and duties will be borne by the customer.

For payments via bank transfer, Pietrachiara will process the order only after verifying the actual crediting on its bank account. Therefore, the bank processing time should be added to the delivery lead time indicated in the order summary.
In-stock items’ standard shipping is made by express couriers within 2 working days to destinations in Italy, within 5 working days in Europe, within 6 working days for other destinations in the world. In case of bulky order and/or fragile products, the shipping is made by specialised couriers and the delivery time depends on size and destination of the order.
From the moment the order is placed, the average availability time of each item is indicated in the product sheet. For the calculation of the delivery time, it is necessary to add to the average availability time mentioned above the estimated shipments days with a standard courier or specialised courier, based on the destination and the size of the order.
For example, a product not indicated as in-stock, with a 2-3 weeks availability time, will be in our logistics within a maximum of 3 weeks from the order confirmation. Once the product has been stocked in our warehouses, standard shipping time will be calculated with expected delivery within 2 working days for Italy, within 5 working days in Europe and within 6 working days for all other destinations in the world.
For out of stock products, waiting times don’t include days from August 1 to August 27, while for in stock products shipments occur regularly with the exception of the month of August. Please note that Pietrachiara cannot deliver to mailboxes (P.O. Boxes). It is agreed that the delivery terms indicated are intended merely as indicative and not mandatory.

2. Order delivery
Deliveries shall be made at the postal address provided by clients when performing the purchase procedure and recorded in the purchase order agreed by email. Therefore, clients are responsible for the address provided. Sellers shall not be liable for any mistakes related to shipments or wrong delivery of products, due to mistaken or incomplete information provided by clients when filling in their purchase orders.
Unless otherwise specified, Pietrachiara shipping policy provides delivery to the client at street level. Pietrachiara does not deliver items in apartments nor provide product installation services. When the client receives the delivery, he/she must write on the transportation documents “goods accepted with reserve” in the presence of the driver. If there is damage caused by the carrier that is not immediately visible, the client will thereby be able to open a complaint with the transportation firm. All orders are insured against theft and accidental damage caused by transportation from Pietrachiara to your delivery address. Once the parcel has been delivered and you have signed for acceptance at the delivery address, the insurance cover ends. To ensure your purchases arrive intact and in perfect condition, we mandatorily require a signature for acceptance upon delivery. Damaged goods that have not been accepted with reserve won’t be refunded. Therefore any damage must be communicated via email within 3 days from receipt of the goods. All customers who place an order establish a business relationship with Pietrachiara.it and therefore undertake to accept the delivery of their parcel. If the parcel is not delivered due to customer-dependent causes (wrong address, always absent recipient, incorrect telephone number, etc.) or if the customer refuses delivery, the shipping costs and any customs charges will be deducted from reimbursement due to the customer’s negligence.