FAQs

Who can place orders on the site?

To place orders on www.acquadiperla.com customers must:

  • Be the end customer as defined in the Terms and Conditions of ACQUA DI PERLA.
  • Be at least 18 years old.
  • Be eligible to enter into legally binding contracts.
  • Have a valid e-mail address.
  • Have a valid credit card for payment: Visa, Mastercard, American Express or a verified PayPal or bank account.

How can I place an order?

To place an order just go to the “SHOP” page, put the product you want in the cart and conclude the purchase.

What are the advantages of being registered on acquadiperla.com ?

A acquadiperla.com account allows you to:

  • Save the contents of your shopping cart.
  • Store shipping and billing addresses to speed up the checkout/payment process.
  • Easily access your order details and see the history of all orders placed.

When can I register?

You can register at any time: before, during and after an order. Registration is optional, but only by completing it you will be able to see the history of your orders.

I signed up but I forgot the password to access my account.

If you have forgotten your account password on acquadiperla.com, you can easily recover it by following these steps:

  • Click on “Log in” and then on “Forgot password”;
  • Enter the email address (it must be the same one used during registration);
  • You will receive an email with a link to reset your password. Click on the link in the email and enter a new password.

I would like to change my account username/email/password.

In the “Account Details” section, you can change the username and/or email to access the account on acquadiperla.com, as well as the password.

I would like to change my address and default payment method.

  • You can change the billing address and shipping address in the “Address” section of the account.
  • You can change the payment method in the “Payment methods” section of the account.

What types of payment does acquadiperla.com accept?

You can pay by Visa, Mastercard and American Express credit cards (or prepaid cards), PayPal, bank transfer and cash on delivery.

I paid for my order but it hasn’t been shipped yet.

The shipment is made:

  • within one business day of online purchase if payment by card or PayPal is successful;
  • within one working day after receipt of the bank transfer;
  • within one working day from the order confirmation in case of cash on delivery payment.

At the time of shipment, you will receive an email and/or a text message with the tracking number and the link to check the status of your order.

I have cancelled my order but have not received any credit yet.

  • If you cancel your order before it ships, you will be refunded the exact amount of the canceled order.
  • If you cancel your order after receiving the shipment email, you will have to return the package to the following address: Inpel SRL, Via Chemnitz 11/12, 59100 Prato (PO) together with the RETURN FORM. In this case you will be refunded the amount equal to the price of the item(s) you purchased, while the cost of shipping will be charged to you.

Is it possible to place orders outside the site?

To better protect your personal data, it is not possible to order by phone or email or otherwise, for other information contact eshop@inpel.it.

I saw a product I like but it is currently out of stock, how can I order it?

It is possible that an item that is not in stock is replenished. We invite you to periodically check the actual availability of products and to
contact our Customer Service for further information at eshop@inpel.it notifying the name and code of the product.

Can I exchange a product I received?

Yes, you may exchange a received product within 28 days of receipt. You can replace

  • bags of the same model with different color variants;
  • clothing of the same model with different sizes and colors.

It will be necessary to contact the customer service that will organize the collection service at the time of delivery of the new order. Shipping costs will be charged to the customer (except for orders with free shipping).

I would like to cancel my order

It is possible to cancel the order partially or totally before the confirmation of the shipment, contacting by phone at 0574 1854996 by email our Customer Service at eshop@inpel.it. To find out what to do after cancelling your order, see “I have cancelled my order but have not received any credit yet.” in Payment section of these FAQs.

Measurements

Measurements are expressed in cm (centimeters) and in kg (kilograms).

Which countries do you ship to?

At the moment we ship to Italy, with the exception of some postal codes (Livigno and Campione d’Italia), and to Europe. Here is the list of countries we ship to with relative exceptions:

  • Austria
  • Belgium
  • Bulgaria
  • Croatia
  • Denmark
  • Estonia
  • Finland
  • France (except Corsica)
  • Germany
  • Greece
  • Ireland
  • Latvia
  • Lithuania
  • Luxembourg
  • Netherlands
  • Poland
  • Portugal (except Azores / Madeira)
  • UK
  • Czech Republic
  • Romania
  • San Marino
  • Slovakia
  • Slovenia
  • Spain (except the Canary Islands and the Balearic Islands)
  • Sweden
  • Hungary

How long will my order and delivery take?

The time required to process your order depends on the availability of the products. Generally, the order is accepted and shipped within one business day.
Shipping times vary from 1-2 days for Italy. Shipping times for Europe depend on the country of destination.

During holidays such as Christmas, Easter, the month of August, shipments may take additional days due to the workload of couriers.

How can I track my shipment?

At the time of shipment you will be sent a text message or an email with the tracking number and the link to follow the status of the shipment.

Is it possible to change the shipping address?

It is possible to change the shipping address before the confirmation of the shipment, by contacting by phone 0574 1854996 or by email our Customer Service eshop@inpel.it.

Can I make a return?

Yes, you can return items with the following conditions:

    • The item must not be damaged, broken, dirty or obviously worn for a long time.
    • The tag on the items to be returned must not be cut or broken.
    • Each item must be returned with all labels and tags attached, and including all original packaging and accessories received with the order.
      Each item must be returned together with its original box which is considered an integral part of the product itself; this must not be broken or damaged.
    • In the event that the customer receives defective goods, or that there are errors in shipments by INPEL SRL, the customer is invited to immediately contact customer service at eshop@inpel.it. INPEL SRL reserves the right to request photographic evidence before authorizing returns for defective goods and to bear the shipping costs for the return of the goods to its warehouses.

If all the above conditions occur, contact customer service at eshop@inpel.it that will send the courier to pick up the package with the item to be returned. The return shipping costs are charged to the customer and will be subtracted from the refund amount, except for the last point (shipping error by INPEL SRL or defective goods).
PLEASE NOTE: items purchased with sales or other types of discounts can NOT be returned.

I have requested an invoice and I need to make a return: how do I do it?

If you are a VAT subject and you have requested an invoice at the time of purchase, you will have to put inside the package the DDT of return.

How much time do I have to return a product?

The products must be delivered to the courier within 28 days from the date of receipt of the same.

How can I make a return?

Contact our Customer Service (eshop@inpel.it) to receive information on how to make the return.

How will my return be refunded?

The refund will be made

  • through Paypal platform in case of payment with Paypal;
  • through Stripe platform in case of payment by credit card or prepaid card;
  • by bank transfer to the IBAN provided to us.

within a maximum period of 28 days from the date of receipt of the product at our warehouses.

Inpel SRL is not responsible for any delays that may depend on the bank.