FAQ
F.A.Q – FREQUENTLY ASKED QUESTIONS
IS REGISTRATION REQUIRED TO PURCHASE ON ILSA-ITALY.IT?
If you have not registered on Ilsa you can still make purchases as a guest, just fill in the required data before sending the order.
However, registration brings numerous advantages as you will be able to store your data and those relating to your activity for subsequent orders, you will be able to monitor the status of orders and purchase history, as well as access exclusive promotions and offers.
HOW DO I REGISTER?
To register on Ilsa simply follow these simple steps:
Open the site https://shop.ilsa-italy.it/ in your browser, click on the “Login/Register” box at the top right, click on the “Create an account” box, fill out the registration form with the required data and send the request.
At this point you will receive an email to the email address indicated containing a verification link. Once you click on the verification link, your account will be active and you will be sent an email confirming your registration. Registration is completely free.
Can you also register directly at checkout by clicking on “Register new account”? and filling in the fields that appear.
CAN I REQUEST AN INVOICE?
If you need an invoice, you will need to indicate this at the time of ordering and provide the header data where requested during the purchase process. Generally, Ilsa's sales operations are not subject to the obligation to issue an invoice, nor to the obligation of certification by issuing a receipt or tax receipt.
However, remember that the request to issue an invoice during the purchase process of a specific Product does not lead to the automatic issuing of an invoice for subsequent purchases.
HOW DO I CHANGE MY PASSWORD?
If you have forgotten your password:
Click on the "Log in" box at the top right of the Home page, click on the "Forgot your password?" item.
Enter your email address in the indicated box. You will receive a link to reset your password.
If you have not forgotten your password but want to change it, log in with your credentials and then follow these steps:
Click on the "My account" box at the top right of the Home, inside the "Account noticeboard", under the "Contact information" heading, Click on "Change account password", enter your old password and the current one in the relevant fields. replacement, then save.
HOW IS THE SECURITY OF MY DATA PROTECTED?
Ilsa takes the security of your data seriously and, in accordance with the legislation in force on data protection, has adopted appropriate measures to guarantee its security and confidentiality. We have also installed all the means and measures at your disposal to avoid the loss, manipulation, alteration, unauthorized access and theft of the same. For further information, please see our Privacy Policy.
HOW DO I PLACE AN ORDER?
Click on the product you want to purchase, Select the quantity you prefer and click on the "Add to cart" box. A screen will open showing you what you are about to purchase: to complete the purchase, click on the "Proceed to Checkout" box. Enter the requested data, select the payment method, then click on the "Complete order" box. If you have selected the "Paypal" or "Credit card" payment methods, a new window will open where you can enter your data to complete the purchase; if you have chosen to pay via bank transfer, the order will be completed when Ilsa receives your bank transfer: the details you need can be found in the Checkout window, under the heading "bank transfer" in the Payment Information .
Congratulations, Your order has been completed! A confirmation email will be sent to you with the data relating to your order to the email address indicated.
HOW DO I KNOW IF MY ORDER HAS BEEN CONFIRMED?
Once the order has been completed, you will receive a message confirming your order at the email address indicated during registration/purchase.
If you don't receive the email, check the Junk or Spam folder in your email inbox and, if you use a Gmail address, also check the Promotions folder.
For further information, Customer Service is at your complete disposal. To contact him use the following contact details:
E-mail: digital@ilsa-italy.it Telephone: 378-3029155 (Hours: Monday - Friday / 8.30 - 12.30 and 1.30 - 17.30)
I CAN'T REGISTER/COMPLETE AN ORDER. WHAT CAN I DO?
If you experience difficulty browsing or completing a purchase on Ilsa, we recommend that you update your browser to the latest version available or try to complete the operation with an alternative browser. If you continue to encounter problems, remember that Customer Service is at your complete disposal. To contact him use the following contact details:
E-mail: digital@ilsa-italy.it Telephone: 378-3029155 (Hours: Monday - Friday / 8.30 - 12.30 and 1.30 - 17.30)
HOW CAN I PAY?
After clicking on the "Proceed to Checkout" box in your cart and filling in the required data, you will be able to select between different payment methods:
Credit Card (via Stripe), Paypal and Bank Transfer
Once you have selected the payment method you can enter your details and confirm the purchase.
If paying by credit card or Paypal you will be redirected to the payment page where you can enter the data to complete the order.
In case of payment by bank transfer, the purchase will be completed once you click on "Complete order". However, we will process and ship the order if we receive payment within 5 working days.
You can find more information and all the details on the "Payments and security" page.
WHAT CAN I DO IF I AM NOT SATISFIED WITH MY ORDER?
If you have changed your mind, you can exchange the items purchased or get a refund within 14 days of receiving your order. The communication of exchange/return must be carried out in one of the following ways:
By email at: digital@ilsa-italy.it
Once the return communication has been received, Ilsa Customer Service will quickly communicate instructions on how to return the products. Within 14 days, you must send us the product intact and in its original packaging to the address:
Ilsa S.r.l., Corso Pastrengo, 46, 10093, Collegno (TO), Italy.
Once the integrity of the product has been verified and in any case within 14 days of shipment, we will proceed to refund you the value of the products purchased. For any problem, remember that Customer Service is at your complete disposal. To contact him use the following contact details:
E-mail: digital@ilsa-italy.it Telephone: 378-3029155 (Hours: Monday - Friday / 8.30 - 12.30 and 1.30 - 17.30)
WHAT CAN I DO IF MY PRODUCT IS DEFECTIVE?
If a lack of conformity should appear within 24 months of delivery, Ilsa will send you a new product or refund its value (if replacement is not possible). It will be your responsibility to contact Customer Service:
By sending an email to: digital@ilsa-italy.it or calling the number: 378-3029155 (Times: Monday - Friday / 8.30 - 12.30 and 1.30 - 17.30)
Once contacted, Ilsa Customer Service will show you the steps to follow in order to obtain a replacement or refund.
HOW MUCH DOES SHIPPING COST?
The cost of shipping to Italy is €4.99 (VAT included). For orders over €69.99 (VAT included) shipping is free. There are no surcharges for disadvantaged locations. It is not possible to ship to Livigno and Campione d'Italia.
The cost of shipping to the European Union is €15 (VAT included). For orders over €99.99 (VAT included) shipping is free.
HOW LONG DOES DELIVERY TAKE?
We undertake to ensure that orders are shipped within 24/48 working hours following receipt of the order. Deliveries, on Italian territory, generally take place 1-2 working days after shipment.
CAN I SHIP TO AN ADDRESS DIFFERENT THAN MY OWN?
Certain! If you prefer that the ordered products be sent to a place other than the headquarters of your business, simply fill in the "Billing Information" field during Checkout and then tick the "Send to a different address" option: a window will open. window in which you can enter the address of the person who will receive the order for you.
HOW DO I KNOW WHERE MY ORDER IS?
When your order is ready for shipping you will receive an email to the email address indicated during purchase, containing the link to track the package. Through the website of the courier who took delivery of the shipment, you can always check where your order is.
Didn't receive the email? Check the Junk or Spam folder in your email inbox and, if you use a Gmail address, also check the Promotions folder.
WHAT HAPPENS IF I AM NOT PRESENT AT THE TIME OF DELIVERY?
In the event of non-delivery due to the absence of the recipient at the specified address, the courier will leave a postcard to certify the delivery attempt and will make a second attempt in the following days.
If the second delivery attempt also fails, the shipment will be kept in storage at the headquarters of the relevant carrier in the area for 10 (ten) days from being placed in storage, within which you will have to collect the shipment directly. We recommend that you indicate as the delivery location an address where it is more likely that someone will always be there during the day to receive the goods. For any problem, remember that Customer Service is at your complete disposal. To contact him use the following contact details:
E-mail: digital@ilsa-italy.it Telephone: 378-3029155 (Hours: Monday - Friday / 8.30 - 12.30 and 1.30 - 17.30)
WHAT DO I DO IF SOMETHING IS MISSING IN THE PACKAGE OR THERE IS A DAMAGED PRODUCT?
If at the time of delivery you notice that products are missing from your package, or there are products other than those ordered and/or damaged, we invite you to contact Customer Service within 3 days of delivery using the following contact details:
E-mail: digital@ilsa-italy.it Telephone: 378-3029155 (Hours: Monday - Friday / 8.30 - 12.30 and 1.30 - 17.30)
Customer Service is always ready to help you and will be able to guide you through the replacement or refund procedure.
HOW CAN I CONTACT YOU?
Customer Support is always ready to help you! If you need to contact us you can do so via:
E-mail: digital@ilsa-italy.it
Telephone: 378-3029155 (Hours: Monday - Friday / 8:30AM - 17:30PM)
Post: Ilsa S.r.l., Corso Pastrengo, 46, 10093, Collegno (TO), Italy