FREE delivery in Europe over € 49.

FAQ - Frequently Asked Questions

ORDERS AND DELIVERIES

CAN I RECEIVE MY ORDER AT A COLLECTION POINT?

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Unfortunately no, e-Truria does not ship to collection points.
You can indicate your private address or that of your workplace.
Find out more about the methods of orders and deliveries https://e-truria.it/pages/tempi-e-costi-di-spissione

WHAT SHOULD I DO IF MY ORDER HAS NOT BEEN DELIVERED YET?

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You can find the estimated delivery time of your order in the shipping confirmation email.
Generally the preparation and shipping of your order takes from 1 to 3 working days, the delivery by the courier can take from 1 to 5 working days.
If your order does not arrive within the estimated time, please contact us and we will try to resolve the problem.
During particularly busy work periods, we will do our best to ensure your packages arrive on time, but high volumes and unforeseen circumstances beyond our control may cause slight delays in order delivery.
Unfortunately, once the courier accepts a package, we can no longer be held responsible for the shipment.
In the event that there is a delay not attributable to e-Truria (adverse weather conditions or any unforeseen circumstance that may affect our couriers), the order cannot be refunded.

HOW CAN I TRACK MY ORDER?

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Once the order has been entrusted to the courier, you will receive an email from the forwarder in charge, containing the tracking number of your shipment.

WHICH COUNTRIES DO YOU DELIVER TO?

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e-Truria currently ships all of Europe except Russia, but we will be adding more areas and countries soon, always check to see if your country is within.

HOW MUCH IS SHIPPING?

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Shipping is free for all orders shipped to Italy with a value equal to or greater than € 18 and after the use of the coupon (if applicable). If your order amounts to less than € 18 or the shipment is not in Italy, the costs charged will be applied as follows.

ITALY - € 3.00 (Italy - San Marino - Vatican City) WORLD ZONE 1 - € 12.00 (United Kingdom, Spain, Germany, France, Ireland, Portugal, Austria, Denmark, Netherlands, Belgium, Sweden, Luxembourg, Czech Republic, Estonia, Latvia, Lithuania, Poland, Slovakia, Hungary, Slovenia, Romania, Greece, Finland, Bulgaria and Croatia) .REST OF THE WORLD -AVAILABLE SOON(applies to all countries not listed above).

N.B. The recipient of an international shipment may be subject to import taxes, customs duties and taxes, which are applied once a shipment reaches the recipient's country. The additional costs for customs clearance must be met by the recipient; Etruria has no control over these charges, nor can Etruria predict what they might be.

HOW LONG DOES IT TAKE TO DELIVER MY ORDER?

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All orders are shipped via express shipping service.

Generally, the preparation and shipping of your order takes 1 business day, while the delivery by the courier may vary depending on the destination:

ITALY. 1 working day; WORLD ZONE 1 (Country list: see above). 1 to 5 working days; REST OF THE WORLD -AVAILABLE SOON

The times vary depending on the destination, the customs procedures in force, etc. We will do everything possible to ensure that your order is delivered quickly.

CAN I CORRECT OR CANCEL MY ORDER?

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If you made the order wrong or you agreed to have taken and / or communicated something wrong, contact us at assistenza@e-truria.it or at 051/0217570

N.B. the order can be canceled and / or modified only before the shipment departs.

WHAT IS THE LAST VALID DATE TO ORDER AND RECEIVE E-TRURIA PRODUCTS BY CHRISTMAS?

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To be able to put our excellences under the tree in time for Christmas, place your order by 11:59 pm on 21/12.
During particularly busy work periods, we will do our best to ensure your packages arrive on time, but high volumes and unforeseen circumstances beyond our control may cause slight delays in order delivery.
Unfortunately, once the courier accepts a package, we can no longer be held responsible for the shipment.
In the event that there is a delay not attributable to e-Truria (adverse weather conditions or any unforeseen circumstance that may affect our couriers), the order cannot be refunded.

GIFT PACKAGE

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All our products are already boxed and ready to be given as a gift, but if you want a gift package, please let us know by email at assistenza@e-truria.it, telling us the number of your order, so we will also put the ribbon inside the package !!!
You can type your message directly on our website before purchasing, we will print it on the ticket and insert it in the Gift Pack.

I HAVE PLACED AN ORDER BUT HAVE NOT RECEIVED ANY CONFIRMATION EMAIL. WHAT DOES IT MEAN?

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The order confirmation is sent immediately. We remind you to:
Check your Spam folder in case the confirmation email has been classified as spam.
Check that you have entered your correct email in the order.

If after 24 hours you still haven't received anything, contact us at assistenza@e-truria.it

A PRODUCT IS MISSING IN MY ORDER WHAT SHOULD I DO?

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If an item is missing from the delivery, please contact us at assistenza@e-truria.it and we will do everything possible to resolve the situation as soon as possible. You will be given new products or a refund.

N.B. Remember to specify the order number.

I HAVE RECEIVED A WRONG PRODUCT WHAT SHOULD I DO?

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If you receive a delivery containing items that are damaged or included by mistake, an incorrect model or product, please contact us at assistance@e-truria.it and we will do everything possible to find a solution for you.

N.B. Remember to specify the order number and the email used for the purchase.

"NAME ON THE DOORBELL" FIELD

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Report here the wording on the doorbell (e.g. company name, company name, other name and surname, etc), if different from the name and surname used for the order.
N.B. The field is limited to 20 characters (including spaces).

"NOTES FOR DELIVERY" FIELD

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Write here any other information useful for delivery.
For example:

Staircase / Apartment / Interior / Inner courtyard Name of the neighborhood Opening hours of the office / warehouse Reception / Concierge

N.B. Do not enter the telephone number in this field.
If you don't have any delivery notes to tell us, you can leave this field blank, it's not mandatory.

RETURN PROCEDURE

HOW CAN I RETURN MY PRODUCTS?

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Please contact assistenza@e-truria.it

N.B. In order to speed up your return procedure, we remind you to provide us with all the correct data relating to the order.
Send your items to the address indicated below via the shipping method of your choice:

e-Truria by Lorenzo Fiumi
Via Spippola, 6
40068 - San Lazzaro di Savena (BO)
ITALY

As soon as we receive your return, we will process your request and send you a confirmation email. Please note: we do not cover shipping costs, and you will be responsible for any items lost in the course of shipping.
N.B. Please also take note of the following:

Personalized, used or washed products are non-returnable or refundable; Products must be intact, stored in their original box and condition; Proof of purchase must be shown; Refunds are subject to seller's condition check; The amount of the refund does not include shipping costs from seller to customer and from customer to seller;

Please note that all products that are sent without meeting the above criteria cannot be refunded.
e-Truria cannot be held responsible for returns made without the authorization of our Team.

CAN I REPLACE ONE OR MORE PRODUCTS?

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Unfortunately it is not possible to exchange goods for e-Truria products, but if you wish you can make a return and proceed with a new order.
We are sure you will find the right products for you!

Remember that the right of return can be exercised within 14 days of purchase.
you can findhttps://e-truria.it/policies/refund-policyall information about it.
For any questions, write to assistenza@e-truria.it

WHAT ARE YOUR RETURN CRITERIA?

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You have the right to return all products purchased on the website www.e-Truria.it within 14 days of delivery of the purchase.
All refunds processed by us will be made to the same payment method used to place the order.
Refund or replacement of any items lost or damaged in shipping will be assessed individually. Contact us to solve the problem.
Please also take note of the following:

Products must be intact, stored in original box and condition Proof of purchase must be shown Refunds are subject to seller's condition check Refund amount does not include shipping costs from seller to customer and customer to seller Refund policy it is not applicable to personalized, used or washed items

Please note that all products that are sent without meeting the above criteria cannot be refunded.
To proceed with a return, please contact our assistance.
e-Truria cannot be held responsible for returns made without the authorization of our Team.
For more information click here:https://e-truria.it/policies/refund-policy

WEBSITE AND TROUBLESHOOTING

HOW CAN I USE THE CODE OF MY COUPON?

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Enter your coupon code in the appropriate "Coupon code" field at the checkout. When you paste the code, be careful not to insert double spaces.
The terms and conditions of use depend on the individual code. For more information about your code, contact us.

WHEN I CLICK ON THE "COMPLETE ORDER" BUTTON NOTHING HAPPENS. WHAT CAN I DO?

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Try to check that you have correctly filled in all fields marked with *.
If the problem persists, please contact us.

DO THE COLORS OF THE PHOTOS REFLECT THE ORIGINAL PRODUCTS?

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We photograph all our products with the aim of obtaining an image as representative as possible of the original product. Sometimes computer screens and settings are different, so we cannot guarantee that the products on your screen are identical to the ones you are holding.

WHAT ARE THE SUPPORTED BROWSERS?

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Our site works with most web browsers. If you encounter any problems, we recommend that you try Mozilla Firefox, Explorer, Safari or Chrome.

HOW DO I MANAGE MY ACCOUNT?

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You can always create a private e-Truria account.
In your account you will find information about your orders. You can also change your contact information, as well as the default billing and shipping addresses.
In case you want to delete your account, do the following:

Contact us via our contact form requesting to delete your account.
We will take care of your request and then send you a confirmation email.

WHY CAN I NOT PLACE ORDER OR PROCEED TO PAYMENT ON YOUR SITE?

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If you are unable to make payments on our site, please try the following steps:

Payment attempts may have been rejected by your bank. Contact your bank to see if this has happened. If so, the bank can help you and unlock your card so you can try again. Make sure you have used a payment method accepted by our e-shop Make sure you have entered your delivery address correctly. Update your browser tab.

If none of the above applies to you, try placing your order on another browser or delete the cookies from your browser and try again.
If you see a message saying that your items are no longer available, the problem may be that your products were out of stock while you were placing your order. Check in your cart and remove out of stock items.
* If none of the suggestions were helpful in solving your problem, please contact customer support.

ARE ALL THE PRODUCTS ON THE WEBSITE AVAILABLE?

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All products from our current collection are featured on the website. If an item is not available, this will be reported on the product pages. If you wish, you can enter your email in the "Subscribe" field to be informed when the product is available again.
If there is any discrepancy between the website and actual stock in stock due to an incorrect calculation, you will be notified by email and will receive a refund for missing items.

LEGAL NOTES AND PRIVACY

PRIVACY POLICY

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TERMS AND CONDITIONS

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