Shipping policy
SHIPPING POLICY
PLEASE READ OUR POLICIES CAREFULLY:
Once you place your order, please allow 1-5 business days for your order to be processed and packaged.
Production times for customized products
3-5 working days to engrave and/or customize
Standard shipping times
Free standard tracked shipping : 10-15 working days
How to track your package
To track your package, simply click on the tracking number that you will receive via email once shipped (usually within 3-5 business days). If you can't find the email, try checking your SPAM folder.
Insured priority shipping with tracking
Orders for which insured and tracked priority shipping has been selected are covered by comprehensive merchandise insurance, priority chat support and the fastest available shipping.
The insurance covers 100% of the products against loss and damage to the package during transport.
However, the insurance does not cover cases of theft or loss that occur after delivery, nor damage to the goods by the customer as events beyond our control.
The package is delivered but not received
Most packages arrive on time, but sometimes the tracking service may indicate that the package has been "delivered" even if it has not been received.
Important: the courier responsible for delivering the package can provide further information on the status of the shipment. To access the contact information of the courier in charge, contact us via WhatsApp or email.
Please note that we do not refund or replace items tracked as delivered. For this reason, we always recommend having items delivered to a secure address.
The shipping company will mark the package as delivered only after it has been delivered to the address provided. If your order is marked as delivered and you have not received it, we recommend that you check your email inbox or contact your local post office.
Once your order ships, you will receive a shipping confirmation email with tracking information (also check your spam box).
Please note that the estimated delivery date on the product page is only an estimate based on the average delivery speed of couriers in your country. This is therefore not a guaranteed delivery date.
If the tracking information indicates that the package was delivered, but you have not received it:
If other people live with you at the same address, check whether they have collected the package or refused delivery.
Check whether a shipping notice has been left in your mailbox. Follow the instructions on the notice for more information on how to collect or reschedule the delivery of your package.
If you live in a condominium with a concierge service, check whether the package is at the concierge.
Contact your courier and local post office to request further information on package delivery. You must have your order tracking number ready.
Premium insured shipping does not cover stolen or missing packages after delivery, as such events are not due to ALESANDRA RUSSO SHOP 's negligence but to fortuitous events beyond our control.
Failed deliveries and wrong addresses
In the event that it was not possible to deliver the package to the shipping address indicated for reasons attributable to the customer's lack of cooperation (missing or incorrect shipping address, absent recipient, etc.) or in the event that the customer refuses to collect the package, the package will be returned to the sender (ALESSANDRA RUSSO SHOP) at the customer's expense.
For personalized products, returns are not accepted, therefore the customer will be contacted and asked to provide the correct address for delivery. The customer is responsible for paying additional shipping costs for re-delivery.
Delays or non-delivery
If after 30 days you still have not received your package, contact us and we will check the status of your order for you and make sure there are no errors or missing items.
Order tracking
All orders are treated with the utmost care and are traceable. After 1-5 days you will receive the tracking code via e-mail and you can check the status of your package in the appropriate section of our site.
Multiple orders
By ordering multiple products from us, it is possible that they will be shipped in different packages but with the same shipping times and costs.
This is based on product availability, as our partner factories and warehouses are located in different locations.
Guarantees
Each eligible purchase is covered by a money back guarantee, valid for 14 calendar days from the date of delivery.
We remind our customers that products bearing engravings or other customizations are not covered by the right of withdrawal.
Consult the complete policy on Returns and Guarantees.