FAQ - Frequently Asked Questions
ACCOUNT
Is it necessary to be registered to make a purchase on your website?
No, you can also make a purchase without registering on the Website, as a guest. However, creating a personal account allows you to access your order history, manage multiple shipping addresses, and speed up the purchase and return procedures.
What are the advantages of being a registered customer?
A personal account allows you to:
- check the status and history of your orders;
- save your payment details and addresses for future purchases;
- manage returns and service requests more quickly;
- receive exclusive invitations and collection previews.
Forgotten your password?
You can reset it at any time by clicking on “Forgot your password?” in the “Login” section. You will receive an email with a link to set your new password.
How can I subscribe to the Newsletter?
You can subscribed by entering your email address in the form available in the Website footer or when creating your personal account.
How can I unsubscribe from the Newsletter?
You can unsubscribe at any time by clicking on “Unsubscribe” at the bottom of the Newsletter, or by contacting Customer Service.
How can I contact Customer Service?
You can contact Customer Service using one of the methods specified in the “Contact Us” section on the Website.
ORDERS
What happens if I buy something that is no longer in stock?
If one or more of the Products ordered are no longer available, we will inform you promptly and refund any amount already paid for the unavailable Product(s), using the same means of payment as you used to place the order.
If the unavailability concerns only some of the Products of a Multiple Order, we will only refund the unavailable Product(s), without prejudice to any further rights granted by law.
How can I check the status of my order?
Following the submission of an Order Form, you will receive an Order Confirmation Email. After your Order is accepted - usually at the same time your products are shipped - you will receive a Shipping Confirmation Email. If you’re a registered customer, you can check your order status in “My Orders” once you’ve signed into your account.
How can I track the shipment of my order?
As soon as the Product(s) you have ordered have been shipped, you will receive an email with the courier’s tracking link.
How can I request information on a product that is no longer available?
You can contact Customer Service using one of the methods specified in the “Contact Us” section on the Website or go to your nearest “Stefano Ricci” boutique, which you can find through the “Boutiques”.
Where can I find the technical specifications of the products?
The main characteristics of the Products are stated on the Website. Each Product page provides details on materials and composition, along with technical bullet points and a description explaining the inspiration behind the Product. If you cannot find the information you are looking for, please contact our Customer Service for personalised assistance.
Where can I find the size conversion table?
The size conversion table is available in the “Size Guide” section of the Product page. Please note that not all Products have a “Size Guide”; for specific requests regarding fit, please contact Customer Service, providing details of the Product you are interested in.
Tax Information
The sale price of the Products shown on the Website is the price valid at the time your order is placed and includes any applicable taxes based on the destination Country. Specifically:
- For purchases within the European Union and the United Kingdom, prices include VAT;
- For purchases within the United States, local sales tax is automatically applied according to the delivery State.
Can I receive an invoice for my order?
Invoices are not issued for purchases made online. For any specific need, please contact Customer Service. They will be happy to provide all the necessary information based on your individual case.
PAYMENTS
What payment methods are accepted?
The payment methods available are shown in the shopping cart at the time of purchase and may vary depending on the delivery Country. All transactions are securely processed through certified payment partners.
When will I be charged for my order?
The total amount due (including the price of the Products, any delivery charges and any additional costs) will be charged when your order is accepted, usually at the same time your products are shipped. Before your order is accepted, the payment system may carry out security checks or a temporary pre-authorisation of the amount due, for precautionary purposes. If you place a Multiple Order with Products that are shipped separately, the charge will be split and processed at the time of each shipment.
In which currencies can I make the payment?
The Website accepts payment in Euro (EUR), US Dollars (USD) and British Pounds (GBP), depending on the delivery Country.
Are payments secure?
Yes. All payment transactions are handled through certified platforms that adopt international security standards and advanced encryption systems to ensure maximum data and transaction protection.
SHIPMENTS
How much does shipping cost?
Shipping costs for the Product(s) are calculated automatically at checkout and may vary depending on the delivery Country and the chosen shipping method.
What courier do your use?
Shipments are made via DHL in Europe/UK and FedEx in the US.
How are fragrances shipped?
Fragrances are delivered exclusively via standard shipping and cannot be sent using express or priority methods due to regulations on the transport of hazardous goods (ADR/IATA). If your order includes fragrances along with other Products, the shipment may be handled separately to ensure compliance with regulations regarding flammable items.
Can I change the shipping address after placing an order?
You can request a change to the shipping address only before receiving the Shipping Confirmation Email. Please contact Customer Service promptly to check if this is possible.
RETURNS AND REFUNDS
How can I exercise my right of withdrawal?
You can exercise your right of withdrawal by filling out the online Return Form or by contacting Customer Service. They will be happy to assist you with the return process.
How many days do I have to exercise my right of withdrawal and return the Product?
You may exercise your right of withdrawal within 14 calendar days:
- (i) from the date on which you (or a third party designated by you) have (has) received the Product, or
- (ii) in the case of a Multiple Order, from the date on which you (or a third party designated by you) have (has) received the last Product covered by the order.
How can I return a Product after exercising my right of withdrawal?
- (i) Using the Prepaid Return service provided by the Company, following the instructions in the return authorisation email; or
- (ii) Returning the Product(s) to the Company yourself; in this case, the cost of the return, as well as the risk of loss and/or damage, will be your responsibility.
How does the Label Free Return service work?
You will receive a QR code in your return confirmation email that will allow you to:
- schedule a home pick-up through the portal of the courier appointed by the Company; or
- drop off the package at a courier pick-up point, where the label will be printed automatically upon presenting your QR Code.
Can I return multiple orders in a single shipment?
It is not possible to combine returns from different orders, as each order is processed separately for the purpose of refunding the total amount due. However, you can return multiple Products from the same order in a single shipment, even if they were received at different times.
Can I use a courier other than the one appointed by the Company?
Yes, but if you choose a courier other than the one appointed by the Company, the cost of returning the Product(s), as well as the risk of loss and/or damage, will be your responsibility.
Where is my return?
If you choose to use the Prepaid Return service offered by the Company, you can track your shipment using the tracking number shown on the return label.
How long does a refund take?
Once received, the Product(s) will undergo a quality check by the Company to ensure they have been returned in accordance with the return conditions set out in the E-Commerce Terms and Conditions and/or pursuant to applicable law. The refund will be issued as soon as possible and, in any case, within 14 calendar days from the day the Company was notified of your withdrawal, provided the return conditions have been met. Refunds will be made using the same payment method used for the original purchase. Actual crediting times may vary depending on the banking networks or payment providers involved.
I exercised my right of withdrawal but have now changed my mind, what should I do?
If the package containing the Product(s) for which the right of withdrawal has been exercised has not yet been delivered to the courier, please contact Customer Service promptly to cancel the request.
Can I ship a return from a Country other than the Country of delivery?
No, for logistical and customs reasons, returns must be sent from the same Country where the Product was purchased and delivered.
Is it possible to return a fragrance purchased online?
Only if the safety seal and the original packaging are intact and the bottle has not been opened or used, in compliance with health and hygiene regulations.
WARRANTY AND SERVICE
What should I do if I receive a defective or incorrect product?
Contact Customer Service promptly, providing photos of the product and its packaging. Our team will check the report and will provide a specific procedure to follow for returning the defective Product and/or for arranging the collection of the Product by a courier appointed by the Company.
Are all products covered by warranty?
Yes, all our products are covered by the legal guarantee of conformity as set out in the Consumer Code. The Company is responsible for any non-conformity existing at the time of delivery of the Product that becomes apparent within 2 (two) years from the date of delivery.
PRIVACY AND SECURITY
Is my personal data safe?
Yes. Data is processed in accordance with Regulation (EU) 2016/679 (GDPR) and our Privacy Policy, which can be found on the Website.
Can I request the deletion of my account?
Yes, you can request it at any time by contacting Customer Service.
