1. ORDERING A FRAME
1.1 Do I need to create a new account to buy from the site?
No, you don’t need to create an account; you can order without registering. You can choose to sign up or purchase without creating a new account.
1.2 How can I create an account?
Click on “Log In / Register,” then on “Create an account” and enter your personal information.
1.3 How do I place an order?
Browse the items you want to purchase and add them to your cart. When you’re finished, proceed to your cart and check out. After that, double-check that the information you entered is correct and confirm your purchase and payment method.
1.4 I’m having trouble adding items to my cart.
You can add items as long as they are available. If the item is temporarily out of stock, it will not be possible to add it to your cart.
1.5 How do I pay for my orders?
The accepted payment methods are as follows: PayPal and all major credit and debit cards such as Mastercard, VISA, and American Express. In Italy, you can also pay upon delivery.
1.6 Can I modify or cancel my order?
Of course, you can. You can modify or cancel your order at any time. You have 30 days to decide whether to exercise your right of withdrawal.
1.7 I have a discount code; how can I use it?
Enter the voucher code in the “Voucher Code” field and click “Add” on your shopping cart page before proceeding to checkout.
1.8 How will I know if my order is confirmed?
After placing your order, you will receive an email from us confirming it. However, please note that your orders will only be shipped once your credit card or PayPal payment is approved, and billing and delivery addresses are verified. You can check the status of your order in “My Account” or contact us at the email: info@ernesto-alaimo.com.
2. SHIPPING AND DELIVERY
2.1 When will my order be processed?
All orders will be fulfilled within 2 business days, excluding weekends (Saturday and Sunday) and public holidays.
2.2 How long will it take to receive my order?
Estimated delivery times are between 2 and 5 business days. Deliveries outside Italy will be processed according to the country of receipt.
2.3 How can I track my delivery?
Once your order has shipped, you will receive a confirmation email with a tracking number. You can check and monitor the status of your orders with our logistics partner (GLS).
2.4 What are the shipping costs?
Shipping is free.
2.5 Can I change my shipping address after my order has been confirmed?
Unfortunately, we are unable to redirect the order once it has been confirmed. Therefore, please make sure to provide the correct shipping address.
2.6 There is a missing item in my order; what should I do?
We apologize for sending you an incomplete order. Please contact our Customer Service at info@ernesto-alaimo.com, and we will respond within 1 business hour.
2.7 I received a defective item; what should I do?
We apologize if you received a defective item. Please contact our Customer Service at info@ernesto-alaimo.com, and we will respond within 1 business hour.
2.8 I received the wrong item; what should I do?
We apologize if you received the wrong item. Please contact our Customer Service at info@ernesto-alaimo.com, and we will respond within 1 business hour.
2.9 I purchased the wrong color or size; what should I do?
You can return the package using our “Free Return” service. We will send the courier to pick up the package and replace it with the correct one.
2.10 I haven’t received my package; what should I do?
Please email our Customer Service at info@ernesto-alaimo.com if you have not received your package after 7 business days, and we will assist you immediately.
2.11 Will there be an additional cost for redelivery?
There are no additional costs for redelivery up to two times. A charge will apply from the third attempt onwards.
2.12 I haven’t received my package within the expected timeframe. Who can I contact?
You can check the status of your package through “Track your order” or using the tracking code we will provide via email. Alternatively, you can write to our customer service: info@ernesto-alaimo.com.