FAQ
1) ONLINE PURCHASING GUIDE
WHOM MAY I CONTACT FOR ANY ITEMS DOUBTS OR ABOUT MY PURCHASING?
You can contact our Customer Care through the Contacts page. In a short time, we can provide you all the information you need.
HOW CAN I CHOOSE THE CORRECT SIZE I NEED?
You should check the size guide in each product page.
DO I HAVE NECESSARILY CREATE AN ACCOUNT TO MAKE A PURCHASE IN YOUR STORE?
No, you can purchase going to the checkout as a Guest. However, we suggest you to register as a Customer, to take more advantages as: tracking your order, opening a return request, joining the loyalty program.
HOW CAN I ADD ITEMS TO THE CART?
After selecting the item, you need to choose the colour and the size, and click on “Add to Cart”.
HOW DO I CHECK THE ORDER OUT?
You can access the list of selected products by clicking on the cart icon at the top right. If you have purchased two or more identical items, you will find them unified in the same row.On this page you can change the order by deleting or adding items at any time. Each product in the cart can be modified, going back to the product page. You will be asked to log in or continue as a guest and enter the shipping address, when proceeding with your purchase. Before making the payment, you can enter a discount code if you have one. Finally, your order will be summarized and you can proceed with the payment with the method you prefer. You will be notified of the purchase success, receiving a confirmation e-mail
2) ORDER PROBLEMS
I HAVE PROBLEMS ADDING AN ITEM TO MY CART. HOW SHOULD I PROCEED?
Please check the needed size and colour item, and the real availability. You can contact our Customer Care through the Contacts page.
I CAN’T COMPLETE MY ORDER. HOW SHOULD I PROCEED?
Please check you have filled all the mandatory fields and that you have consented to the data processing. You can contact our Customer Care through the Contacts page.
IS IT POSSIBLE TO DELETE AN ORDER?
You can delete an order, contacting our customer care through the Contacts page.
IS IT POSSIBLE TO MODIFY AN ORDER?
You can change the products in your cart until you have made the payment. From that moment it’s not possible to make changes to your order.
IS IT POSSIBLE TO MODIFY THE DELIVERY ADDRESS?
Unfortunately it is no longer possible to change an order after it has been completed. We therefore recommend that you arrange a different shipping location with the courier if the first delivery has not been successful.
3) PAYMENT
WHAT PAYMENT METHODS ARE ACCEPTED?
You can pay by Credit Card, PayPal and, for some countries only, with Amazon Pay, Postepay, Bank Transfer and Cash on Delivery.
Credit cards
We accept major credit cards, including Visa and MasterCard. For payments with American Express card you must use PayPal.The transaction is secured and hosted by Adyen's servers: we do not intercept or store customer credit card data.
PayPal
You can pay through PayPal using your PayPal account
The transaction is secure and hosted by PayPal's servers: we do not intercept or store customer data.
Amazon Pay
You can pay using your Amazon account.The transaction is secure and hosted by Amazon's servers: we do not intercept or store customer data. "Amazon Pay" is a simple, fast and secure way to pay online and on mobile devices, using the information already present on your Amazon account.
Bank transfer
It is possible to pay by bank transfer, in some countries.The data for sending the Bank Transfer will be communicated or shown during the Checkout phase and / or after the conclusion of the order. The orders will be processed only after the actual transfer of the Bank Transfer to the bank account indicated. The bank transfer must be received within 4 days of placing the order. After this date the order is considered invalid.
Cash on delivery
It is possible to pay cash on delivery, with an additional cost on the total order.Payment is collected by the Courier upon delivery. Only cash payments are accepted.
HAVE BEEN CHARGED I HAVE BEEN CHARGED FOR AN HIGHER AMOUNT. HOW SHOULD I PROCEED?
Please contact our Customer Care through the Contacts page.
IT IS SAFE PURCHASING IN YOUR ONLINE STORE?
Security is guaranteed on our online store. In the purchase process, each page used to manage the credit card transaction is protected by the latest version of the SSL (Secure Socket Layer) protocol. This means that all financial information - credit card number, expiration date, etc. - they are previously encrypted through a particularly solid and powerful algorithm and, only later, are forwarded on the network. When entering data relating to your credit card, the financial informations are sent directly to the bank's protected site. Neither we nor others will ever have access to your credit card information, ensuring maximum security.
MAY I PAY WITH A DISCOUNT OR COUPON CODE?
You can pay with discount codes and coupons provided for promotions or special events. Please Always check its terms and conditions for its validity. If everything is regular, you have to enter the code in the special checkout form.
MAY I PURCHASE AS A COMPANY?
Yes, for sure.
MAY I ASK FOR THE INVOICE?
Yes. For sure. You just have to fill the invoicing company details fields.
VAT COSTS FOR COUNTRY EXTRA CE ( OUT OF EUROPE )
If you live in a country Extra CE, to purchase price is with no VAT.
HOW SHOULD I PROCEED, IF MY PAYMENT HAS BEEN DENIED?
If the payment has been denied, we cannot restore the order but you will have to make another one. We always advise you to check your card details and make sure you have correctly entered the security code written on your card. If the problem persists, we suggest you to consult your bank.
WHEN I’M GOING TO BE CHARGED FOR THE PURCHASING?
Immediately, if the card is authorized. Otherwise, we will notify you that your bank has not authorized the payment.
4) PROMOS AND GIFT CARD
I HAVE A PROMO CODE. HOW CAN I USE IT?
You can enter it on the check out page. You will find a special space where you can enter the code, then you have to click "Apply" and the amount to be paid will be automatically discounted. Before using the code, check its validity.
HOW CAN I HAVE A PROMOTIONAL CODE?
You will always be updated by subscribing to our newsletter, you can enjoy private promotions dedicated to our customers. Don't forget to keep our site under control too.
CAN I SEND A GIFT CARD?
We are sorry, we do not currently provide this service.
5) DELIVERY
IN WHICH COUNTRIES CAN I RECEIVE MY ORDERS?
Orders placed on Guardiani Online Store are shipped to the Italian territory via BRT, SDA, TNT or equivalent; on the Russian territory via SDA / EMS and in other countries via DHL, DPD, SDA or equivalent. At the time of shipment, the tracking number is communicated to follow the path of the package.
The goods will arrive directly at the shipping address indicated during the order without having to pay anything other than what was paid at the time of the order, unless the cash on delivery was selected as the payment method.
The order can be picked up at our sales points. By consulting the store locator during check-out, you can choose the nearest store where you can pick up the package.
ATTENTION: we do not ship to PO boxes.
WHAT ARE THE SHIPPING COSTS?
Shipping costs varies depending on the destination countries and shipping methods chosen and will be calculated and indicated in the purchase procedure before the order is placed by the Buyer, as well as shown on the summary web page of the order placed.
Shipping is free in Italy only for orders over 100 €.
WHAT ARE THE DELIVERY TIMES?
Orders are processed in 1-3 working days after checking the actual availability of the product and checking the payment. In case of errors, the amount charged can be refunded. Shipments are delivered in 1-3 working days in Italy, in 2-5 days in other countries of the European Community and in 5 working days in USA , depending on the delivery area and the time in which it was made the order or about the payment received.
MY ORDER HAS NOT COME YET. HOW DO I PROCEED?
You can tracking the progress of your package, checking that the shipping address entered is correct and verifying that you has not been contacted by the courier. Alternatively, you can contact our customer service at xxx or at xxx. In a short time we will be able to provide you all the information you need.
HOW CAN I TRACK MY ORDER?
Please click on the link in the e-mail confirming the shipment of your order: you will find all the info about your package and you can follow all the updates.
CAN I REDIRECT MY ORDER TO A DIFFERENT ADDRESS?
Unfortunately, it is no longer possible to change an order after it has been completed. We suggest that you arrange a different shipping location with the courier if the first delivery has not been successful.
I WAS NOT PRESENT AT THE TIME OF DELIVERY. WILL A SECOND DELIVERY ATTEMPT BE MADE?
Yes, for sure! At the first missed delivery, the courier will leave a notice with which you can set the date for a second delivery.
DO YOU DELIVER TO WORK ADDRESSES?
For sure! You need to indicate a different shipping location when you are at checkout and make sure there is always someone available when the package is delivered.
DO YOU DELIVER ON HOLIDAYS?
No, we do not deliver on holidays and weekends. In these cases it is probable that delivery will be delayed for a few days. In any case we advise you to monitor the package through the link you find in the shipping confirmation e-mail.
DO YOU DELIVER TO PO BOXES?
We're sorry, we don't offer this service.
6) RETURNS AND REFUNDS
RETURN AND REFUNDS POLICY
You can buy without any doubt at the Store.
If you don't like the product you received you can send it back to us.
You can request a return if these conditions are true (D.L. 206/2005 - Italian Law):
- The return must be done within 14/21 days from order date;
- The item must be intact and not used;
- The original tag must not have been removed.
If these requests are fulfilled we will refund the product price.
To proceed to your return you must create a return request from your account page on : we will then contact you as soon as possible giving you all the instructions on what to do. The shipping costs for the return are at your charge .
(The shipping costs of your return or size exchange are at your charge, and you will be charge when we will process the refund. ) If you are returning products from a country outside the CE area eventual Custom Duties will also be at your charge.
The return could also be delivered in our flagship store too, you need to select the store during the return procedures. We reminds you that you can just deliver the return in the shop; the refund and the eventual exchange will be executed by our offices.
IMPORTANT: Products purchased online can only be returned following the above mentioned procedure. We will not accept products returned to an offline store or requests that don't respect the above mentioned procedure.
I RECEIVED A WRONG PRODUCT. HOW DO I PROCEED?
Please contact our customer service through the Contacts page. You need to start return procedure, specifying the reason, and we will refund you as soon as the product returns to the warehouse. For more information on how to return, click here. If you wish to purchase the desired product again and it is still available, you just need to proceed as usual on the site.
I RECEIVED A DEFECTIVE PRODUCT. HOW DO I PROCEED?
Please contact our customer service through the Contacts page. For more information on how to return, click here.
HOW CAN I SEND BACK MY RETURN?
-You will find all the instructions within the package delivered for your order.
- You need to enter your personal account, in the icon at the top right, and clicking on "My orders" you can select the order to return. We will ask you to choose which product to return and if you are sure of your choice. Following your return request, we will send an e-mail confirming the right start of the procedure. Inside the package you will also find a return label that you will have to overlap with the existing one. As soon as the package is returned to us, we will verify the conditions and we will refund the amount according to the payment method used. Remember that the online return does not include the exchange of the goods, but only the refund of the amount spent, on the same payment method used. We remind you to always insert the return document or the purchase invoice within the package to be returned. The return is always free. (The return shipping costs are at your charge and will be debited when the refund will take place) If you make a return from an Italy abroad country, the shipping costs and any duties are always at your charge. (You can ship with any courier or postal service, as long as it is traceable).
I NEED A NEW RETURN LABEL. HOW DO I PROCEED?
You can contact our customer service through the Contacts page.
HOW DOES THE RETURN TRACKING SERVICE WORK?
If you have a tracking number on the return shipment label, you can track your package directly from the courier's website.
HAVE YOU RECEIVED MY RETURN?
If you have a tracking number on the return shipment label, you can track your package directly from the courier's website.
I MADE A RETURN. HOW WILL I BE REFUNDED?
The refund will be made to the credit card used for the order. If you paid by bank transfer or cash on delivery, you will be refunded by bank transfer (you can enter your Iban code and the bank account holder name during the return request procedure).
THE SHIPPING COSTS HAVE NOT BEEN REIMBURSED TO ME.
The shipping costs are re-credited only in the case of defective or incorrect products delivery
I WAS REFUNDED A WRONG AMOUNT. HOW DO I PROCEED?
Please contact our customer service through the Contacts page, specifying the return or order number.
I MADE A RETURN, BUT THE CARD I USED IS NO LONGER ACTIVE. HOW DO I PROCEED?
Please contact our customer service through the Contacts page, specifying the return or order number. Furthermore, we ask you to provide us with your Iban and the bank account holder name
7) ITEMS AND AVAILABILITY
I PURCHASED A PRODUCT, BUT THE SIZE IS WRONG. CAN I MAKE A CHANGE?
Yes, you just need to specify the desired size in the return request and if it is available we will send the requested size. Otherwise, we will refund you.
HOW CAN I KNOW IF A PRODUCT THAT HAS RUN OUT WILL BE AVAILABLE AGAIN?
You will be contacted when the product is available again, by leaving your e-mail address in the special form that you find in each product page. Or please, contacting our customer service through the Contacts page. In a short time we will be able to provide you with all the information you need.
HOW CAN I GET MORE PRODUCT INFORMATION?
Inside the product page, you will find a detailed description about the composition of each product. Or, please contact our customer service through the Contacts page. In a short time we will be able to provide you with all the information you need.
WHERE DO I FIND THE SIZE GUIDE?
You just need to access the product page , and click on each item. The size guide will allow you to identify the most appropriate size, based on the comparison between different sizes.
WHERE CAN I FIND INFORMATION ABOUT THE MATERIALS USED IN YOUR PRODUCTS?
You just need to access the product page , and click on each item. You will find a detailed description about each product composition. Or you can contact our customer service through the Contacts page. In a short time we will be able to provide you with all the information you need.
HOW DO YOU SEARCH FOR A PRODUCT?
You can search for the desired product by browsing the categories or using the internal search on the homepage. The main categories are: man, woman and child. You can also refine your search using filters , the products will be shown with price details and available colors.
8) TECHNICAL ASSISTANCE
I WANT TO CLOSE MY ACCOUNT. HOW DO I PROCEED?
Please contacting our customer service through the Contacts page.
HOW CAN THEY CHANGE MY ACCOUNT DETAILS?
You need to access your personal page, on the icon at the top right and clicking on "My data". Here, you will find the data provided at the time of registration, that you can change anytime.
I AM REGISTERED BUT I DON'T REMEMBER MY PASSWORD. HOW DO I PROCEED?
You need to access your personal page on the icon at the top right, and then to click on "Forgot Password". A wizard will help you create a new password. You will receive a confirmation email for successfully changing your password.
HOW CAN I REMOVE THE SELECTED PRODUCTS FROM THE CART?
You need to click on the cart icon at the top right and you access the list of selected products. You will find the "remove item" button To the right of each product, that will allow you to delete it from your cart.
HOW CAN I STOP RECEIVING YOUR NEWSLETTERS?
You will find a link that allows you to directly cancel your account, on the bottom of each newsletter page
HOW CAN I CONTACT YOUR CUSTOMER SERVICE?
Please, call or write an e-mail through the Contacts page.