Shipping policy

We want to offer you the best shipping options, wherever you are, with the utmost care at every stage.

Delivery times

The delivery time for an order is made up of two stages:

Preparation: order verification, quality control and packaging. All orders are handed over to the logistics centre for shipping within 48 hours of purchase.

Shipping: the time it takes for the parcel to travel from the logistics centre to the delivery address.

Italy and eurozone countries: 2–7 working days.

USA, Canada and Australia: 7–21 working days.

Shipping costs

Italy:

• Standard home delivery: free for orders over €49; €4.99 for orders up to €49.
• Priority Shipping: €3.99 for any order amount.
• Collection at a pickup point, where available: free for orders of €50 or more; €4.99 below this amount.

Thresholds are calculated on the total product amount after discounts. Updated costs are always shown at checkout before payment: in the event of any discrepancy, the amount shown at checkout applies.

Other countries: costs and any free shipping thresholds are shown at checkout before payment.

Tracking

Tracking information may not appear in your account immediately after the order leaves the warehouse, as we must first receive it from the courier and upload it to our system. If you still cannot see your tracking number within 48 hours of ordering, please email us at info@desiros.me.

Failed deliveries

In some cases, delivery may be unsuccessful for reasons beyond our control, including:

1. Incorrect shipping address: the address provided is wrong or incomplete and the delivery attempt fails.
2. Absence at the time of delivery: you are not available to receive the parcel.
3. Parcel not collected: the parcel is left at a pickup point and is not collected within the time allowed by the courier.

In all these cases, the courier returns the parcel to us. Here is how we handle these situations:

• Changing the address after shipment: once the product has been shipped, we can no longer change the delivery address. Management of the parcel passes to the courier.
• New shipment: in the event of a failed delivery, we offer a new shipment, with the following additional costs:
  • €10 for orders to Europe
  • GBP 10 for orders to the United Kingdom
  • AUD 15 for orders to Australia
  • USD 10 for orders to the USA

To request a new shipment, please contact us with your order details and the correct address.

• Accuracy of shipping details: please check that all shipping details are correct at the time of ordering, to avoid additional costs and delays.

If the parcel is shipped more than once and is not collected, we will not be able to proceed with a refund due to the additional shipping costs incurred, without prejudice to the rights granted to consumers under applicable consumer protection law.

Alternative delivery methods

Courier's choices

In some cases, the courier may deliver the order to an alternative location, for example:

1. To a neighbour: if you are not available, the courier may leave the parcel at a nearby address.
2. In a safe place: the courier may leave the parcel in a safe place at your address.
3. At a pickup point: the courier may leave the parcel at a nearby pickup point.

Our role

We know these solutions can sometimes cause some inconvenience. Please note that:

• Limited control: these decisions are made by the courier according to its own rules and assessments; we have no direct control over them.
• Liability: we are not liable for any loss, damage or inconvenience arising from the alternative delivery methods chosen by the courier, without prejudice to the rights granted to consumers under applicable consumer protection law.

Assistance and contacting the courier

• We are here to help: even though we cannot control the courier's choices, we will help you in every way we can. If you are unsure where your parcel is, please contact us.
• Direct contact with the courier: for privacy reasons, for detailed information on the delivery status you must contact the courier directly, who may ask you for personal details to identify you; we are not authorised to provide these on your behalf.

Thank you for your understanding. For any other needs, you can contact our customer service at info@desiros.me.