Shipping and delivery termsCustomer Service

Deliveries are made exclusively to the countries listed below.

2.1 European Union countries:

Italy, Austria, Belgium, Bulgaria, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Latvia, Lithuania, Luxembourg, the Netherlands, Poland, Portugal, the Czech Republic, Romania, Slovakia, Slovenia, Spain, Sweden and Hungary.

2.2 Other countries served:

Monaco, the United Kingdom and Switzerland. For shipments to the United Kingdom and Switzerland, any customs clearance costs are already included in the delivery charges shown at the time of ordering. However, shipments to these countries may be subject to customs duties, taxes or additional charges imposed by the relevant authorities. The amount of any customs duties, taxes or additional charges will be communicated directly to the customer by the courier and will be payable by the customer.

3.1 Customer’s Responsibility for Shipping Details

The customer is responsible for ensuring that the delivery details entered at the time of ordering are correct. The address must be complete, accurate and consistent with the selected destination country.

3.2 Consequences of incorrect or incomplete details

The seller is not liable for non-delivery, delays, goods held in storage, returns to the sender, additional costs or cancellations caused by incorrect, incomplete, untrue or inconsistent shipping details.

3.3 Consistency between the selected country and the address

It is not permitted to select a country eligible for delivery and enter an address belonging to a different country or one not served by the courier. In the event of a discrepancy between the selected country and the address provided, or if the address cannot be served by the courier, the seller may cancel the order and refund any amount paid, net of any costs already incurred where applicable.

3.4 Verification and correction of details

The seller also reserves the right to contact the customer to request clarification or corrections to the delivery details before processing the order. If no response is received within a timeframe compatible with order processing, the order may be suspended or cancelled.

4.1 Available delivery methods

At checkout, the customer may choose between Standard and Express delivery, except for deliveries within Italy, for which only Express delivery is available. The relevant cost will be calculated and displayed before the order is finalised.

4.2 Maximum weight limit

The maximum weight permitted for each consignment is 50 kg.

4.3 Additional insurance cover

For higher-value orders, the seller may, at their discretion and at no additional cost to the customer, arrange insurance cover against theft and loss during transit.

5.1 Working days for order preparation and dispatch

Orders are prepared and dispatched exclusively on working days, from Monday to Thursday, excluding public holidays.

5.2 Requirements for order processing

Orders are only processed once the financial transaction has been successfully completed. No order will be prepared or dispatched until payment has been completed, authorised or credited, depending on the payment method used.

5.3 Estimated delivery times for Express delivery

For Express deliveries, delivery takes place approximately within 1–2 working days from the courier taking charge of the parcel, up to a maximum of 5 working days for remote or hard-to-reach locations.

5.4 Estimated delivery times for Standard delivery

For Standard deliveries, delivery takes place approximately within 2–7 working days from the courier taking charge of the parcel. For both Express and Standard deliveries, any delays not attributable to the seller are excluded.

5.5 Orders placed by 1.00 pm

Orders completed by 1.00 pm on a working day are processed on the same day.

5.6 Orders placed after 1.00 pm

Orders placed after 1.00 pm are considered to have been received and will be processed on the next working day for dispatch.

5.7 Orders placed outside working days

Orders placed on a Friday, Saturday, Sunday or a public holiday are processed on the first available working day for dispatch.

6.1 ‘In progress’ status

Once payment has been completed, the order will be processed and its status will be updated to “In progress” on the order summary page on the website.

6.2 Shipping confirmation and tracking

Upon dispatch, the customer will also receive a confirmation email from the seller. The order summary page and the email will show the status “Dispatched” and the DHL tracking number.

6.3 Further communications

All further communications regarding the shipment will be sent exclusively by the courier, as set out in Article 1 – Shipping Methods of this document.

7.1 How to submit a request

The customer may request the cancellation or amendment of an order only by contacting customer support via the form in the CONTACT US section of the website.

7.2 Required information in the request

The request must include the following information:

• order number;
• the buyer’s first name and surname;
• total order amount;
• the change you wish to make to the order or your request to cancel it.

7.3 Conditions for accepting the request

The request can only be accepted if received before the order preparation and dispatch process begins:

• For orders completed and paid for by 1.00 pm on a working day for dispatch, cancellation or amendment may be requested no later than 1.15 pm on the same day.
• For orders completed after 1.00 pm, a cancellation or amendment may be requested no later than 1.15 pm on the next available dispatch day.
• For orders placed on a Friday, Saturday, Sunday or a public holiday, cancellation or changes may be requested no later than 1.15 pm on the first available working day for dispatch.

7.4 Permitted changes to orders

Within the time limits set out above, the customer may request a change to the delivery address, provided that the new address is complete, correct and located in a country served by the seller.

7.5 Order changes not permitted

It is not permitted to amend the order by adding or removing items. Should the customer wish to add or remove products, they must request the cancellation of the order, if still possible, in accordance with the timeframes set out above, and place a new order.

7.6 Expiry of time limits

Once the deadline set out in Article 7.3 of this document has passed, the order is considered to be being processed and can no longer be cancelled or amended. In such cases, the parcel may already have been prepared and/or handed over to the courier.

After purchase, where the service is available in the buyer’s location, it is possible to request delivery to a DHL ServicePoint collection point instead of the address specified at the time of ordering. To change the delivery point, you can use the following link: DHL Tracking

The seller reserves the right to temporarily suspend or postpone the processing and/or dispatch of orders in the event of daily business closures, organisational requirements, events, operational issues, unforeseen circumstances or circumstances beyond its control. In such cases, the suspension or postponement will be communicated to the customer or announced via the website’s official channels.

The seller shall not be liable for delays or non-delivery due to causes beyond its control, incorrect or incomplete addresses, the recipient’s absence, delays or service failures on the part of the courier, force majeure or other circumstances beyond its control.

Upon delivery, the Customer is required to check the number of parcels received and their external condition.

11.1 Visible damage, missing parcels and reporting to the courier

Should there be any visible damage to the packaging, missing parcels or other anomalies, the Customer must report these immediately to the courier, accepting the delivery with reservation and describing the anomaly found. It is also necessary to inform Customer Services promptly, in accordance with the procedures set out in Art. 6.1 – “Submission of the request” of the “Replacement, Refund and Withdrawal Policies ”.

11.2 Liability for unreported damage or discrepancies

The Seller cannot be held liable for damage or discrepancies not reported at the time of delivery, but will take any issues that arise into consideration.

The courier will notify the buyer, as the recipient, of the imminent arrival of the delivery.

12.1 Delivery attempts

Two delivery attempts will be made at the address provided by the buyer. In the event of a failed delivery or failure to collect the parcel, it will be left at the nearest DHL ServicePoint and the courier will notify the purchaser.

12.2 Storage period and return to sender

The parcel will be held at the DHL ServicePoint for 10 days. After this period, if it has not been collected, it will be automatically returned to the seller’s premises, as the sender.

12.3 Handling of parcels returned to the seller

Should the parcel be returned to the Seller due to non-delivery or failure to collect attributable to the buyer, Andante 1988 will inform the Customer of the possible options for handling the order.

• The Customer may request that the goods be dispatched again. In this case, all costs relating to the new dispatch, including any storage, return, packaging, customs duties, customs clearance charges, surcharges or other costs charged by the courier, shall be borne in full by the Customer. The new dispatch will only be made after advance payment of the total amount due, using the payment method specified by Andante 1988.
• Alternatively, Andante 1988 may proceed to refund the order, excluding the original delivery charges and deducting all costs, charges, duties, return costs, storage fees, customs clearance fees, surcharges or other amounts incurred or charged to the Seller by the courier as a result of the failure to deliver and the failure to collect the parcel.

12.4 Circumstances not attributable to the Customer

This is without prejudice to the provisions of the applicable legislation in the event of the valid exercise of the right of withdrawal or other circumstances not attributable to the Customer.