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Come possiamo aiutarti?
HOW DO I COMPLETE AN ORDER?
The step-by-step process:
- select from the catalog the product to be purchased
- indicate the desired product quantities (possibly also select the gauge if the eyeglass has more than one)
- press the "Add to Cart" button, the item will be placed in the cart
- press the "Proceed to Checkout" button to check your order or the "Continue Shopping" button if you want to enter more products for purchase.
- press the "proceed to checkout" button
- identify yourself by entering your login and password or fill out the form with the required data own personal information and destination of the goods clearly indicating the information needed for delivery.
- select the payment type and remember to accept the terms & conditions before confirming by pressing the "Submit Order" button
If you choose Paypal or credit card you will then proceed to complete your order by making payment on the secure interface of Paypal or Cartasì service.
You will then be sent an email confirming the payment as well as order confirmation from alverottica.it
ARE THE PRICES CHARGED INCLUDING VAT?
Prices quoted are inclusive of VAT, moreover they are the prices recommended by the suppliers of the brands sold by Ottica Alver. In cases of foreign shipments subject to customs, any customs duties to be paid are the full responsibility of the end buyer.
ARE THE PRODUCTS ORIGINAL?
Yes, all our products are 100% original. Each pair of glasses is shipped with its original case, hard or soft depending on the model and anything else the manufacturer may attach to that item (microfiber cloth, accessories, etc.).
IS IT POSSIBLE TO ORDER SPARE PARTS?
Yes, replacement parts such as rods, terminals, lenses, nose pads can be purchased. For prices and availability, please contact our customer service department. You can also consult the appropriate Spare Parts and Repairs page.
HOW DO I KNOW IF MY ORDER WAS SUCCESSFUL?
Once the order is confirmed, you will be sent a confirmation email summarizing the quantity, price of the selected items, means of payment and delivery address.
ARE THE GLASSES IMMEDIATELY AVAILABLE?
By "availability" we mean the presence of the product in the collection of the relevant brand and thus its orderability. However, this does not necessarily indicate the actual presence of the item in our warehouses. This is because, given the high number of products and their continuous movement, we are not able to have "certified" availability for every model. In any case, we can assure you that the order will be processed within the first 7 working days. The actual waiting time of the fulfillment of your order will be communicated to you by e-mail within 24 working hours from the date of its receipt. We remind you that the times are given considering only working days (thus excluding Saturday, Sunday and any national holidays) starting from the first valid day after the date of the order.
If the requested product is not available at our warehouses, but at the manufacturer's, an additional 3-7 working days are to be considered for its procurement.
For temporary unavailability of the requested item even at the manufacturer's, the relevant delivery times will be promptly communicated to you at your e-mail address.
In the event that the prospected times are not sustainable by you, you may notify us of the cancellation of the order and you will be re-credited for all expenses incurred.
WHAT IS THE DELIVERY TIME?
In case of available product, delivery in the Italian territory will be made within 48 working hours from the order. In case of shipment to the Italian islands it may take 1 or 2 days more for delivery. Delivery time for foreign shipments, is 4/5 working days. Foreign shipments subject to customs control, may experience delays in delivery.
WHAT HAPPENS IF I AM ABSENT AT THE TIME OF DELIVERY?
The courier makes 2 passes for delivery leaving special notice of "non-delivery". After the second unsuccessful passage the goods will remain in "free" storage at the nearest Bartolini warehouse and will be withdrawable within max. 7 days after which the order will be automatically canceled and sent back to the sender. For foreign shipments, it is mandatory to also release a telephone number preceded by the country code (example: Italy +39 or 0039). In cases of foreign shipments subject to customs, any customs duties to be paid are the full responsibility of the end buyer
HOW MUCH ARE THE SHIPPING COSTS?
Shipping costs, for Italy, are € 6.50 including VAT and will be indicated in the order confirmation.
However, if your order exceeds € 150.00, shipping is Free (valid only for the Italian territory)
CAN I SEND TO AN ADDRESS OTHER THAN MY HOME ADDRESS?
It is possible to deliver the shipment to another address by selecting the appropriate "Different Destination" option when confirming the order and indicating the biographical data and the address where to deliver the goods.
WHAT SHOULD I DO IF THE PACKAGE HAS BEEN DAMAGED?
Upon receiving the package, check it carefully before you pick it up: if the package appears to be undamaged but you feel there is slight damage (wet/open/ruined package, noise of something broken, risk of the product inside the package being broken or damaged), you can still accept it, sign it and very clearly make reservations on the delivery note with as much detail as possible. Reservations marked on the delivery note will be essential for any claims for damaged items.
If the package is conspicuously damaged, you must reject it and indicate very clearly on the delivery document the reasons for rejection (package rejected because it was opened or damaged upon delivery).
Then contact our customer service department at our number +39 0541 601507 or by sending an email to info@alverottica.it
WHAT SHOULD I DO IF THERE WAS AN ERROR IN THE GOODS SENT OR A PART IS DAMAGED?
In case of a problem with your received order please contact our customer service department by sending an email to info@alverottica.it
WHAT ARE THE PAYMENT METHODS?
The payments offered are:
- Cash on delivery: valid for Italy only
- Bank Transfer: OTTICA ALVER - Banca Carim branch Riccione Alba IBAN: EN 73 L 06285 24121 002103375582
- Credit Cards
- Paypal
IS IT SAFE TO PAY BY CREDIT CARD ONLINE?
Of course, credit card payments are 100% secure
Our e-commerce uses the security services offered by Paypal and CartaSì, which offer total protection of your data at the time of purchase.
CAN I AVAIL MYSELF OF THE RIGHT OF WITHDRAWAL?
Pursuant to Legislative Decree No. 21 of February 21, 2014, if the customer is a natural person who purchases goods for purposes not related to his professional activity, and therefore makes the purchase without requesting an invoice, he has the right to withdraw from the purchase contract within 14 working days from the date of receipt of the goods by giving written notice to the company Ottica Alver by registered letter or by email.
You will be responsible for the shipping costs for the return of the goods once you receive the return authorization. In addition, the merchandise must return undamaged in its original packaging along with the return ID number and packing slip.
Any product that is damaged, incomplete, or whose original packaging has been deteriorated will not be refunded or replaced. More information can be found in the Secure Return section.
HOW LONG DO I HAVE TO WAIT TO RECEIVE THE REFUND?
After the return of the products, we will make the necessary verifications for the conformity of the returned products. We will then send by e-mail, the relevant confirmation of acceptance of the products thus returned.
Whichever method of payment was used, refunds will be made approximately within 7 days of receipt of the goods.
WHAT SHOULD I DO IF AN ITEM IS DEFECTIVE OR SPOILED?
In case of a problem with your received item please contact our customer service as soon as possible at +39 0541 601507 or by sending an email to info@alverottica.it