Shipping

Shipping times and costs
The shipment of the products is carried out by a courier selected by ELE, for which a shipment tracking service is active. The tracking number will be automatically shared as soon as the order is shipped, ensuring the customer can always monitor the status of his shipment. The customer is notified at each change in the status of the shipment.

Any shipping costs are indicated at check out, when finalizing the order. Orders are processed by our logistics in 6-9 working days from the date of their receipt in our system.
During the Sale period, Black Friday or holiday periods, shipments may take longer.
We suggest you always choose an address where someone can pick up the order. If you prefer to receive your order at the office or at a concierge,
please also indicate the name of the contact person. If you are not present at the time of delivery, the courier will leave a notification card with the methods for collecting the goods or will try to make 2 new delivery attempts.
Please note that external factors such as postal or courier delays, logistical problems, adverse weather conditions or the inability to access the indicated address may affect the timeliness of delivery.

Please note that it is not possible to change the delivery address once the order has been shipped.
Upon delivery of the products, the Customer is required to check:
- that the number of packages delivered corresponds to that indicated in the transport document;
- that the packaging is intact, not damaged, not wet or otherwise altered, including the sealing materials (adhesive tape or metal straps);
- any damage to the packaging and/or the product or any discrepancy in the number of packages or indications must be reported immediately,
by placing a specific indication on the delivery document of the product to be returned to the courier;
- any problems concerning the physical integrity, correspondence or completeness of the products received must be reported within 14 days of delivery, according to the methods set out in this document.

What do I do if my package is damaged or items are missing?
In case you find any damage or missing items upon delivery of the package, we ask you to help us by sending photos of the damaged package to our Customer Service: shoponline@iltrenino.it
In case of missing items, contact our Customer Service immediately: shoponline@iltrenino.it specifying briefly which items are exactly concerned and also sending some photos of the package received, necessary to carry out the appropriate checks.

What do I do if I haven't received my package?
Our couriers do their best to ensure that you receive your order on time and, above all, intact. Despite our care, we cannot rule out that exceptions may occur. If the tracking number shows a problem with the delivery of your package related to the shipping address, you can contact the courier directly for further information. If, however, the courier needs our intervention (as the sender), please contact our Customer Service no later than 14 days after the package has been shipped.

How to make a return

To make a return, send an email to shoponline@iltrenino.it