FAQ – Frequently Asked Questions

IDEM DIsegno cavalluccio marino

ORDERS AND PAYMENTS

Is registration on the site mandatory for the purchase?

Registration on the site is not mandatory, even guest or Guest (unregistered) users can complete the purchase process. User registration automatically creates the User Profile which offers the possibility to view the historicity of the orders, to create a personalized Wish List and to change the billing and shipping data at any time. In practice, registration allows the creation of a User Page where you can view and manage your purchase and personal data.

How do I order a product?

After visiting the shop, simply select the products by entering them in a virtual list (the so-called Wish List if the user is registered or, alternatively, the Cart). At the time of payment it is necessary to enter the personal data to complete the purchase procedure. The system automatically calculates shipping costs and taxes ( vat) based on the customer’s geographical area. The user receives a first e-mail at the time of taking charge of the order and, subsequently, a second e-mail at the time of shipment, together with a tracking code.

What payment methods are accepted?

Payment can be made by credit card through Paypal platform (in this case it is not mandatory to have a paypal account), or by bank transfer (in this case, IDEM reserves to receive confirmation that the amount expected to be available on the account before to take charge of the order and proceed with the shipment).

How do I activate a promotional code?

Occasionally the user will receive a Promotional Code, a coupon with nominal value or a discount provided via social networks, newsletters or directly to the shop. The codes will have to be entered in the space provided in the Cart before confirming the purchase.

Are there shipping costs?

For orders to be processed in Italy, shipping costs are included in the purchase amount. For foreign countries, however, costs vary according to the final destination, the presence or absence of customs duties. In all cases, the amount of transport costs is automatically calculated and can always be viewed in the order summary, even before payment.

What are the shipping methods?

To ensure fast delivery times, we use DHL express courier both in Italy and abroad.

Can the shipment be tracked?

Yes, always. At the time of shipment, the user receives a second order confirmation email with an attached tracking code that allows, after 24 hours, to constantly monitor the shipment until delivery.

RETURNS

The photos published on the website are true to the articles received?

Yes, but there may be slight color differences due to the settings and technical characteristics of the screens of the devices used.

 

Can the leather of the bags have defects?

All the leathers used are vegetable-dyed and have small “imperfections” that are not corrected to preserve the authenticity and uniqueness of each bag. These imperfections cannot be defined as defects and do not entitle the customer to contest the purchase.

 

Can purchased items be returned?

Unless an exception occurs, you have the right to withdraw from the contract within 14 days for any reason and without justification. In case of purchase of multiple products ordered together but delivered separately, the withdrawal deadline expires after 14 days from the day on which the buyer, or a third party in charge of receipt, receives the last of the items shipped.

 

How do you activate the return procedure?

To activate the return procedure, it is necessary to fill in the appropriate online form available on the website (click here). The return will be evaluated and possibly accepted as soon as it is received. The goods must be returned intact, in their original packaging. The cost of sending the return is borne by the user. If all the requirements are met, you will receive a confirmation email and, within 14 days, a refund of the amount, net of delivery costs.

WARRANTY

The IDEM products are covered by warranty?

All our items are supported by the legal guarantee of conformity provided by the Consumer Code (articles 128 and following) which protects the consumer in the event of the purchase of defective products, which malfunction or do not respond to the use declared by the seller or to which well it is generally intended.

 

 

When can I exercise the guarantee?

In the event that the packaging is tampered with, wet or open, immediately contest the problem to the courier. If the purchased goods are also damaged or even missing, contact us immediately.

 

 

MAINTENANCE

How long maintenance of the bags are provided after the purchase?

We make our bags strictly by hand and, for this reason we can expect very long-term maintenance. The durability of the objects produced is one of the founding values of our brand: we promote the care and constant maintenance of beauty as keys to a more sustainable future, we develop timeless creations to be handed down from generation to generation.