Delivery methods

Shipping and delivery

Order preparation and handover to the carrier

Orders are normally prepared and handed over to the carrier within 2 working days after payment has been confirmed, unless otherwise stated on the product page, during checkout or in the order confirmation. Any delivery times shown are estimates and may vary depending on the destination, the carrier and periods of high demand.

The available shipping methods and any related costs are shown to the customer during checkout, before the order is placed, and are summarised in the order confirmation. Two orders placed separately cannot be combined automatically and may therefore be processed and shipped separately.

Ischia Sorgente di Bellezza S.r.l. is responsible for the goods until the customer, or a third party designated by the customer other than the carrier, takes physical possession of them. If the packaging is visibly damaged upon delivery, we recommend documenting the damage and promptly notifying Customer Care; this does not limit any rights granted to consumers under the legal guarantee.

Consumer right of withdrawal

This section applies exclusively to a consumer, meaning an individual who purchases for purposes outside their business, trade, craft or professional activity. The statutory right of withdrawal does not apply to purchases made for professional purposes, without prejudice to any more favourable conditions expressly granted by the seller.

Subject to the exclusions set out below, the consumer may withdraw from the contract, including with regard to only some of the products in the order, within 14 calendar days without giving any reason.

The withdrawal period starts on the day on which the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the goods. If several goods purchased in one order are delivered separately, the period starts upon delivery of the last item.

How to exercise the right of withdrawal

The consumer must communicate their decision before the 14-day period expires, using one of the following methods:

1. Online withdrawal function: log in to your account, go to Orders, select the relevant order and use the function labelled:

   withdraw from contract here

   After checking your name, the relevant order or products and the email address to which the confirmation is to be sent, submit the statement using the “confirm withdrawal” button. Giving a reason is optional. Without undue delay, the consumer will receive an acknowledgement of receipt by email containing the submitted statement and the date and time of its submission.

2. Unequivocal statement: send a communication clearly stating the decision to withdraw to info@ischiasorgentedibellezza.it, or use our contact form. The model withdrawal form at the bottom of this page may be used, but its use is not compulsory.

The right of withdrawal is exercised within the deadline if the statement is submitted before the 14-day period expires. No prior authorisation from the seller is required. The automatic acknowledgement documents receipt of the withdrawal statement; it does not constitute an advance assessment of the condition of the goods, the possible application of a statutory exclusion or any reduction in value.

Returning the products

After communicating the withdrawal, the consumer must return the products without undue delay and in any event no later than 14 days after communicating the withdrawal. The deadline is met if the products are dispatched before the 14-day period expires.

Unless Customer Care provides different return instructions, the products must be sent to:

Ischia Sorgente di Bellezza S.r.l.
Via Giuseppe Garibaldi, 163
80072 Barano d'Ischia (NA) – Italy

The direct cost of returning the products is borne by the consumer. Insuring the parcel or using a specific carrier is not compulsory; however, we recommend using a trackable shipping method and keeping proof of dispatch. The product must be suitably packaged and returned with the accessories and other items supplied with it. The original packaging, where available, helps protect the product but, except in the cases involving sealed goods described under the exclusions below, its absence does not automatically result in the loss of the right of withdrawal.

Inspecting the products and reduction in value

The consumer may handle the product to the extent necessary to establish its nature, characteristics and functioning, in a manner comparable to what would reasonably be permitted in a physical shop. If the product has been handled or used beyond what is necessary, the consumer is responsible for any resulting reduction in value, which will be assessed objectively and on the basis of documented evidence. Excessive use does not automatically make the withdrawal ineffective, but it may result in a refund reduction proportionate to the reduction in value.

Refund

In the event of a valid withdrawal, the seller will refund the amounts due without undue delay and in any event no later than 14 days after the day on which the seller is informed of the decision to withdraw. The refund will be made using the same means of payment used for the purchase, unless the consumer expressly agrees otherwise and provided that the consumer does not incur any fees as a result of the refund.

Where the consumer withdraws from the entire order, the refund includes the price of the products and any cost of the initial standard delivery. Supplementary costs resulting from the consumer's choice of a delivery method more expensive than the least expensive standard delivery offered will not be refunded. Where the withdrawal concerns only some products, the relevant products will be refunded, while the initial delivery costs will be refunded only where and to the extent required by law and by the structure of the order.

Unless the seller has offered to collect the goods, the seller may withhold the refund until the products have been received or until the consumer provides evidence that they have been sent back, whichever occurs first.

Exclusions from the right of withdrawal

The right of withdrawal is excluded in the cases set out in Article 59 of the Italian Consumer Code. The following exclusions may be particularly relevant to products sold on this website:

• goods made to the consumer's specifications or clearly personalised;
• goods which are liable to deteriorate or expire rapidly;
• sealed goods which are not suitable for return due to health protection or hygiene reasons, where the seal has been opened after delivery.

The last exclusion applies only where the product was genuinely sealed and, for objective health-protection or hygiene reasons, cannot be put back on sale after it has been opened. Merely opening the packaging of a product which does not have these characteristics does not automatically exclude the right of withdrawal.

Faulty, damaged or non-conforming products

Withdrawal due to a change of mind is separate from the remedies available for a product that is faulty, damaged in transit or not in conformity with the contract. In these cases, the consumer should contact Customer Care and retains all rights under the legal guarantee of conformity. The costs required to bring the goods into conformity or to manage their return under the legal guarantee are not borne by the consumer.

Optional model withdrawal form

Complete and send the following form only if you wish to use it instead of the online function. It may be copied into an email or sent on paper.