Frequently Asked Questions
Shipping
How many days does it take for my order to arrive at my address?
Delivery times in Italy are 4-6 working days (standard) and 1-2 working days (express) after the 24 hours required to prepare the order.
In some locations, delivery times may be longer, but this depends on the local courier.
Which courier does the shipment use?
For shipments in Italy we use GLS and Bartolini, for abroad we use DHL and Fedex.
I want to know where my order is and when it will arrive?
You will receive a shipping notification via email with the tracking number and a link to track your order in real time.
Returns and refunds
How can I return the product?
You can return your order within 30 days of receiving it and the return is free .
Returns for size exchanges are free the first time. Any subsequent size exchanges are at the customer's expense.
Returns abroad are not free and size exchanges are not available.
Refunds returned within 14 days of receiving the package.
To request a return, send an email with your return and order details to: assistenzaclienti@goccia.shop .
Once you receive our authorization, you can take the package to the nearest post office or request home collection.
PLEASE NOTE: The product must be returned as received. For example, the product must be returned complete with tags, box, accessories, etc.
The product must never have been used or washed. If the product is found to be defective after our quality control, you will be contacted.
I sent the return, how and when will I receive the refund?
To refund your order, we wait for the package to physically arrive at our logistics center and, after careful checks, we will proceed with the refund.
If you paid by credit card or PayPal, you will receive the refund directly to your credit card.
If you paid cash on delivery, you can receive your refund via bank transfer, providing your IBAN and account holder information on the return form; or we can issue you a voucher to use on our website in the future.
Size change
Can I request a size exchange?
To request a return, use the option within the order in your personal account or send an email with the return and order details to: assistenzaclienti@goccia.shop .
If the product or size you requested is still in stock, you will receive a free mailing label and instructions for using it.
Returns for size exchanges are free the first time. Any subsequent size exchanges are at the customer's expense.
Returns abroad are not free and size exchanges are not available.
Refunds returned within 14 days of receiving the package.
Orders
Can I delete an item or cancel the entire order?
For any changes or cancellation requests, you must write an email within 2 hours of placing your order to: assistenzaclienti@goccia.shop
We will respond to your requests within 24 hours.
Why can't I select a size?
On the website, we only display all sizes available in stock. If you don't see a specific size listed, it means it's not in stock.
You can still sign up for the Waiting List form on the product page and you will receive a notification if the size becomes available again.
Payment
What are the payment methods?
You can pay using the following methods:
– Cash on delivery, payable directly to the courier delivering the package (additional cost of €5.99). Valid only for orders between €20 and €200; not valid for "In-Store Pickup."
– PayPal.
– Paypal 3 installments.
– Credit card
On the website, we only display all sizes available in stock. If you don't see a specific size listed, it means it's not in stock.
You can still sign up for the Waiting List form on the product page and you will receive a notification if the size becomes available again.
