Mediolana® Payment, Shipping and Returns Policy.
1. What payment methods do you accept?
We accept payment with Visa, Mastercard, maestro, PayPal, Amazon Pay, Apple Pay, G Pay, Shop Pay, American Express and Shopify Payments. We are also planning to offer a cryptocurrency payment option at some point in H1/2022.
2. Are there any restrictions on the number of copies that I can buy?
For now, we have decided not to place restrictions on the number of copies that an individual can purchase, although we reserve the right to introduce them in the future. However, please be aware that institutional customers may face purchasing limits.
3. When will my credit card be charged?
Your credit card will be charged automatically when your order has been placed. Please note: before orders totalling over £500.00 are despatched, they may require pre-approved credit card verification.
4. Will I have to pay any additional bank charges?
All orders are placed with Mediolana®, which is a company based in the United Kingdom. Your card issuer or payment method provider may therefore apply other international bank charges. In addition, if your credit/debit card or other method of payment is not denominated in the currency of your purchase, the final price will be charged in the currency of your card. This will be calculated and charged by your card issuer. Mediolana® have no control over these charges and cannot predict the amount. Please contact your issuing bank for further information before placing your order.
5. Can I use a different billing name and address to that linked to my credit card?
For your security, the billing name and address must match the credit card or other method used for payment. Any PayPal account used must be in the name shown on your government-issued identification document. Mediolana® reserves the right to cancel any order that does not comply with this or our other criteria.
6. Do you offer free shipping?
We are offer free expedited shipping via our Official Global Logistics Partner DHL Express to the United Kingdom, the United States, Canada, the EU and certain other territories, including Singapore.
7. Will I need to pay import duties on my purchases?
When ordering products for delivery outside the United Kingdom, you may be subject to import duties and taxes that are levied once the package reaches the destination country. Any such additional charges must be borne by you; Mediolana® has no control over these. Customs policies vary widely from country to country. Please contact your local customs office for further information. Additionaly, please note that shipments to some countries are subject to strict controls and clearance procedures by local customs authorities; as a result, delivery delays may occur for reasons outside of our control.
8. To which countries do Mediolana® deliver?
Mediolana® ship our products worldwide. If you would like to confirm that we ship to a particular country, please contact us at firstname.lastname@example.org.
9. Will I be sent a tracking number for my order?
When shipping your order, our Official Global Logistics Partner DHL Express will send you an email with your tracking number to confirm that your order has been accepted.
10. How soon can I expect to receive my order?
Delivery of online orders largely depends on the location of the intended delivery. Online orders are despatched from London, England within 1-7 business days of their being placed. For DHL Express deliveries, the following are guidelines for post-despatch delivery times based on the expected transit times to major cities within a given country (please note: delivery can be seriously delayed by local customs and other factors beyond our control, including general and/or unforeseen logistical issues, including but not limited to exceptionally high product demand; see 7 above for more information):
•UK – 1 working day
•Germany – 1 working day
•France – 1 working day
•Italy – 1 working day
•Turkey – 1 working day
•USA – 2 working days
•Canada – 2 working days
•Japan – 1 working day
•Hong Kong – 1 working day
•Singapore – 1 working day
•Republic of Korea – 2 working days
•Australia – 1 working day
11. Who delivers the package?
Our experienced logistics partner DHL Express provides fast and reliable delivery services in the United Kingdom and across the world. In the unlikely event that another logistics corporation is utilised for your package, we will let you know in advance of despatch.
12. How can I change my order retrospectively?
While you cannot directly change your order once it has been finalised and sent to us, we’ll happily change your order if you send us an e-mail, provided the order has not yet been despatched.
13. Can I request delivery to a shipping address different from that on my order?
We are only able to deliver to the shipping address provided on your order. Changes are not permitted once your order has been shipped.
14. Can you deliver my order to a freight forwarding address or a PO box?
We do not deliver to freight forwarding addresses or PO boxes. Please be aware that all orders will require a signature on delivery.
15. Do different terms and conditions apply for different shipping destinations?
Different terms and conditions may apply for different shipping destinations. Additionally, certain destination exceptions to the normal delivery timescales may apply.
16. How do I arrange an exchange or refund?
Free consumer returns are available worldwide for all products within 14 days of receipt of your order, provided the return conditions specified at 17 below are met.
Please note that digital B2B services do not qualify for a returns period under UK law.
17. What return conditions must be satisfied for a refund or exchange?
A. Purchases must be returned from the original shipping country.
B. Items returned must be in their unused original condition with all Mediolana® item tags attached and any related accessories, instruction booklets or other items included.
C. Incomplete, damaged or altered returns, or anything Mediolana® reasonably believes has been used, will not be accepted and therefore sent back to the customer.
D. Where an item is supplied with a security hologram, the item can only be returned if the security hologram has not been removed and remains intact.
E. Please note that following the expiration of 14 days from receipt of your order, exchanges and refunds will only be permitted in the event of a technical fault with the product which prevents its normal utilisation, e.g. a non-playing optical disc.
18. When can I expect to be refunded?
On receipt of a return, we will process the refund as soon as possible. We estimate refunds will be made by the provider of your payment method within 7-10 working days. Working days are Monday to Friday excluding UK public holidays. Please retain your shipping note until you have received your refund.
19. Where will my order monies be refunded to?
Refunds will be credited to the original purchaser's method of payment.
20. My order has been refunded, but I have received a different amount to what I paid. Why is this?
If the item which you are returning was purchased in a currency other than your local currency, any refund will be paid in the same currency used for your purchase(s). Due to fluctuations in currency exchange rates, the amount refunded may be higher or lower than the original price paid.
21. What time window do I have to cancel my order?
Under applicable distance selling legislation or under statutory consumer protection laws of your country of residence to the extent applicable, you may have a right to cancel orders for certain items purchased from Mediolana® within a statutory cooling-off period. For consumer orders placed with Mediolana®, there is a cooling-off period of 14 days from the day after the date on which the item in question was received.
22. What steps do I need to take to cancel my order?
Within the statutory cooling-off period, please provide Mediolana® with written notice by email to email@example.com giving details of the items ordered, and (where appropriate) their delivery date and the date of receipt of the item(s). For customers in the EU only, you may choose, but are not obliged, to use the model cancellation form below to notify Mediolana® that you wish to cancel your order. If you choose to do so, please follow the instructions on the form.
MODEL CANCELLATION FORM Please copy and paste the form below, complete the details and return the form by email to firstname.lastname@example.org.
I [ (name) ] hereby give notice that I cancel my contract of sale of the following products:
PLEASE SPECIFY GOODS ORDERED:
DATE ORDER PLACED:
DATE ORDER RECEIVED:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
23. Can I cancel my order during the statutory cooling-off period even though it has already been shipped?
Yes. If you exercise your right of cancellation within the statutory cooling-off period after the item has been shipped, please replace the item securely in its original packaging and return it to us with your shipping note.
24. Will any other legal policies apply to my order?
If you use a third-party payments service such as PayPal, then their relevant legal policies will apply.
25. My question is not answered in this FAQ. What do I now?
Please contact us at email@example.com and we will be happy to help. Additionally, please include as much relevant detail as necessary so that we can better assist you.
Last updated: 01/2021
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