F.A.Q. Italy Water shop online

What advantages does registering on the site offer me?

By registering on the Italy Water S.r.l. site, we will always keep you updated on information about new products and you will receive current offers, we will also give you advice on products that may interest you.
You can also register for our free newsletter directly in the form below. Just fill in the fields and click on "Register for the newsletter".

If you forget to register immediately, you will always have the option of registering later within the account. Cancellation also works just as simply.

Where can I find products on the site?

You will find our search engine at the top of the navigation bar. Here you can easily search by categories such as: manufacturer name, brand or by product name.

You can also combine terms, or select specific products from particular brands. If you find yourself in the list of products in a certain category, you can refine your search, for example, by adding the original reference code.

How can I access the online shop?

You can access our shop with the “Registration” button and register a new account. To do this, you need a few details and a password that you have chosen.
After successful registration, you will receive a confirmation email. Your personal Italy Water account offers you many advantages: you can track your past and current orders at any time.
This way, you will not have to scroll through your personal email in search of documents, but you will find them all collected and visible at a glance in one place.
In your account, you can also change some settings, for example, you can quickly and easily change your password at any time.

Is entering your login credentials safe?

The Italy Water website has been built to safely manage this confidential data. In addition to using end-to-end encryption technologies.

How can I place an order on your website?

Choose the items in our e-commerce with complete peace of mind, and add the items you want to buy and in the desired quantity to your cart. After choosing the items, click on the cart symbol at the top right. In the cart you can have a view of the products. In the cart you can have an overview of the order, change the selected items and quantities or remove the products themselves. As soon as you are ready to complete the purchase you can go directly to the checkout with a click. At this stage more than a purchase, an order will be placed.
The order you forwarded to us will be processed by us; and the order confirmation will be sent back to you in the form of a pre-filled cart. At this point you can make the payment for the goods you ordered.

How do I access the general information of my order?

Once the order has been placed you will receive the summary by email. Italy Water S.r.l. will take action within 48 hours to proceed with the packaging of your products and collection by the courier.
You will receive the tracking of the shipment by email, to follow its status, usually delivery is expected in the next 2-3 working days.

How do I find out about promotions and get discount coupons?

With our newsletter you are always well informed. Also discover regular promotions and discounts on Facebook. You can also consult the dedicated Outlet/Offers section.

How do I redeem a discount coupon?

Discount coupons can be entered at the checkout, under the total amount there is the field "Do you have a discount coupon?" By clicking on that field a field opens where you can enter the code and after clicking on "Associate" the discount is deducted from the order total.
If you receive the message "Attention, the voucher code entered is not valid!", it is possible that the voucher was entered incorrectly or has already been redeemed. Please note that vouchers can only be redeemed once per customer. Further information can be found in the respective voucher email.

What payment methods do we accept?

Bank transfer

Yes, it is possible to pay by bank transfer. To make the transfer, after placing the order and receiving the confirmation email, the following data is needed:

- beneficiary: Italy Water S.r.l. Via Calcante 20 - 90147 Palermo

- current account: 000300636659

- ABI: 02008 - CAB: 04626 - CIN: M

IBAN: IT60M0200804626000300636659

If requested:

- BIC/SWIFT: UNCRITM1I68

The reason for payment must include the following information:

- Name and surname, business name or company name of the person placing the order

- Order number

- Order date

The bank transfer must be made within three working days of receiving the email confirming receipt of the order. The Customer must provide proof of the bank transfer order by sending a copy to Italy Water S.r.l. via email to supporto@italywater.it. The crediting of the transferred amount to the Italy Water S.r.l. account must take place within five working days of receiving the email confirming receipt of the order. If one of the three terms mentioned above elapses in vain, the order will be automatically considered cancelled and will not be processed. Once the bank transfer has been credited within the deadline, your order will be processed within the times related to the delivery area.

Paypal

PayPal is a particularly secure payment method for online purchases. If you already have a PayPal account, you can proceed conveniently and safely to pay for your order now.

It is also possible to pay on site when collecting from our warehouses.

How much are the shipping costs?

Shipping will be calculated from time to time based on the size, weight and address entered in the order phase and will be communicated to you before proceeding with payment.

How long will it take to receive my order?

After receiving the order, delivery takes approximately 2-3 working days from collection by the courier and only on working days.

As soon as the order leaves our warehouse, you will receive a shipping confirmation by email.

Can I collect the goods at your store?

Yes, you can collect the goods directly from our warehouses in Palermo in Via Calcante 20, from Monday to Friday from 8:00 to 18:00, as soon as they are ready for collection.

Can I track my shipment?

As soon as the courier has collected the goods, you will receive a shipping confirmation by email with the tracking number that will allow you to follow the status of the shipment.

Can I make changes to an order that has already been sent?

Yes, you can within 1 hour of receiving it. Contact us at 091 671 6891 or by email at: supporto@italywater.it and we will make the change.

Can I cancel my order?

If you have ordered by mistake, we can of course cancel the order. Please note that an order cancellation is possible as long as the goods have not yet left the warehouse.

Simply contact us at supporto@italywater.it (Monday to Friday, 8:00 to 18:00). We will process your request as quickly as possible.

I have received a defective product, what can I do?

If you have received a defective product, contact Customer Service at 091 671 6891 or by email at supporto@italywater.it and provide as many details as possible (order number, which item is defective, what is the defect, etc.). Also remember to select your preference between a refund and a replacement (in both cases there will be no additional costs for you). A Customer Service representative will respond to your request as soon as possible.

How can I return the goods?

Returns
In case you have decided to return an item, you can do so within 14 days of delivery. In case you have received the wrong or damaged goods, we kindly ask you to send us a photo of the product by email to supporto@italywater.it so that we can review our internal processes accordingly. We will send you a free return label for the return of the goods. Given the return costs, we kindly ask you, in case of cancellation, withdrawal from the purchase contract, return or complaint, not to revoke the charge. Please contact supporto@italywater.it so that we can make the refund of the payment according to agreements.

Refund after the return
How do I get my money back? As soon as the returned goods reach our warehouses and are checked, we will refund the amount. The refund varies depending on the payment method used and occurs within 14 days of receiving the return. Credit card: the refund is made to your credit card account. You will see the charge on your next credit card statement. PayPal: the refund is made to your PayPal account. If the amount for a purchase remains in your PayPal account or if it returns to your bank account, you decide yourself in the PayPal settings.

Do I have to pay to make a return?

If the return is due to causes relating to incorrect shipment of the products by us or malfunction of the same then it is at our expense.

It is essential, however, to communicate the tracking code shown on the label under the barcode. We will send you the courier for collection.

What are the conditions

Prices
List prices are net of VAT and additional costs. Italy Water S.r.l. reserves the right to change the prices in force at any time, without notice. In any case, the Customer will receive the order confirmation before the goods are shipped.

Delivery terms
The delivery term is always intended to be approximate and without obligation, any delays accumulated for reasons dependent on the couriers and therefore independent of our will do not give the right to compensation or reimbursement of any kind. The above also applies to partial fulfillments of orders.

Transport
The goods travel at the risk and peril of the customer.

Packaging
Packaging is intended at cost and will be charged on the invoice.

Material to be returned
Materials shipped by mistake by the staff of Italy Water s.r.l. or by incorrect documentation will be collected and credited with 100% freight collect.
For materials ordered by the Customer by mistake, returns are accepted only within fourteen days and after having agreed with the Management or the designated personnel.
For damage suffered by the carrier or theft, Italy Water is insured for 100% of the invoiced amount.
In the event of damage suffered by the goods, it is essential that the recipient makes a written note of reservation on the carrier's delivery note at the time of delivery (if the package shows obvious signs of tampering). The damage must be reported to us within three days of delivery, otherwise Italy Water S.r.l. will not participate in the damage or any return.
For any dispute, the only competent court is the Court of Palermo.
How can I contact you?
To contact Italy Water S.r.l., simply fill out the online form, in the "Contact us" section, with the data and information to request (if you are already registered, simply enter your login and password and your personal data will be automatically loaded). Emails can be written 24 hours a day. Customer Service will respond by email as soon as possible.
You can also call Customer Service at 091 671 6891 from Monday to Friday from 8.00 to 18.00.