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. we will always keep you updated on the information of new products and you will receive the offers of the moment,
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 items and click on “Register for the newsletter“.
If you forget to sign up now, you will always have the option to sign up later within your account. Deletion also works just as simply.

Where can I find the products on the site?

You 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 are in the product list of a specific 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 "Register" button and register a new account. To do this you need a couple of data and to indicate a password of your choice.
After successful registration you will receive a confirmation email. Your personal Italy Water account offers you many advantages: you can follow your past and current orders at any time.
This way you won't have to scroll through your personal email looking for 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 site was built to manage these confidential data in a secure manner. In addition to using end-to-end encryption technologies.

How can I place an order on your site?

Choose the items in our e-commerce with complete peace of mind, and put the items you want to buy in the cart and in the desired quantity. After choosing the items, click the shopping cart symbol at the top right. In the shopping cart you can have a view of the products. Inside the cart, you can have an overview of the order, modify 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 one click. In this phase, 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 to you in the form of a pre-filled cart. At this point you can pay for the goods you ordered.

How to 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 the collection by the courier.
You will receive the shipment tracking via email, to follow its status, delivery is usually 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 find out about 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?" Clicking on that field opens a field where you can enter the e-code
after clicking on "Associate" the discount is deducted from the total order.
If you receive the message "Warning, 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 you will find in the respective voucher email.

What payment method do we accept?

Bank transfer

Yes, it is possible to pay by bank transfer. To make the transfer, after having placed the order and received the confirmation e-mail, the following data are 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:


The causal must indicate the following data:

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

- Order number

- Order's date

The transfer must be made within three working days of receiving the email certifying receipt of the order. The Customer must provide proof of the transfer order by sending a copy to Italy Water S.r.l. through

email to support@italywater.it. The crediting of the transferred amount to the account of Italy Water S.r.l. must take place within five working days of receiving the email certifying receipt of the order. Once one of the three terms mentioned above has expired in vain, the order will be considered automatically canceled and will not be processed. Once the bank transfer has been credited within the term, your order will be executed within the times relating to the delivery area.


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

It is also possible to pay on the spot at the time of collection at our warehouses.

How much are the shipping costs?

The shipment 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 the payment.

How soon will I receive my order?

After receipt of the order, delivery takes place in about 2-3 working days from collection by the courier and only on working days.
As soon as your order leaves our warehouse, you will receive a shipping confirmation via email.

Can I pick up 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 the shipping confirmation via email with the tracking number which will allow you to follow the status of the shipment.

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

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

Can I cancel my order?

In case 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 support@italywater.it (Monday to Friday, from 8:00 to 18:00). We will process your request as quickly as possible.

I received a defective product, what can I do?

If you have received a defective product, contact Customer Service on 091 671 6891 or via email supporto@italywater.it and provide as many details as possible (the order number, which item is defective, which , 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?

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

Refund after 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 differs depending on the payment method used and takes place within 14 days of receipt of the return. Credit card: the refund is made to the credit card account.
You will see the charge on your next credit card statement. PayPal: the refund takes place on the PayPal account. If the amount for a purchase remains in your PayPal account
or if it returns to your bank account again, you decide it yourself in the PayPal settings.

Do I have to pay to make a return?

If the return is due to causes concerning the incorrect shipment of the products on our part or the malfunctioning of the same, then it is at our expense.
However, it is essential to communicate the tracking code shown on the label below the barcode. We will send you the courier for collection.

What are the conditions of sale?

The list prices are net of VAT. and ancillary costs. The company 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.

Terms of delivery
the term of

delivery is always considered approximate and without obligation, any delays accumulated due to causes dependent on the couriers and therefore independent of our will do not give the right
to indemnity or compensation of any kind. The above also applies to partial order fulfilments.

The goods travel at the risk and danger of the buyer.

The packaging is understood to be at cost and will be charged on the invoice.

Material to be returned
Materials sent by mistake by the staff of Italy Water s.r.l. or from incorrect documentation will be collected and credited carriage forward at 100%.
For materials ordered incorrectly by the Customer, returns are accepted only within fourteen days and after having agreed it with the Management or the personnel in charge.
For damages suffered by the carrier or theft, Italy Water is insured for 100% of the invoiced amount.
In the event of damage to the goods, it is essential that the recipient make a written reserve note on the forwarder's note at the time of delivery
(if the package shows obvious signs of burglary). The damage must be reported to us within three days of delivery, otherwise Italy Water S.r.l. will not participate
to 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. just fill out the online form, in the "Contact Us" section, with the data and information to request (if you are already registered, just enter
login and password and personal data will be loaded automatically). Emails can be written 24 hours a day. Customer Service will reply via email as soon as possible.
It is also possible to call the Customer Service on 091 671 6891 from Monday to Friday from 8.00 to 18.00.