FAQ (frequently asked questions)
In this section you will be able to find the answer to your questions; if not, you can contact our customer service department at email info@privatesensation.com or call +39 3516705159.
Our team is available to you Monday through Saturday mornings from 10:00 am to 12:00 pm; afternoons Monday through Friday from 4:00 pm to 6:00 pm.
Order Status
You can check the status of your order directly from your account or from the dedicated section if you placed the order as an unregistered customer: Order in process: the order is still being prepared at our warehouse. Order Shipped: the order has been picked up by the courier and is in transit to its destination. To check the status of your shipment you can click on the tracking that will take you back to the shipping service page. Please note that it may take 24 hours for tracking to be updated. Order Cancelled: the order has been cancelled.
It is possible to cancel an order before the shipment has been confirmed by contacting Customer Service directly at +39 351 6705159 or via email at: info@privatesensation.com. Once the order has been cancelled, a refund will be issued.
It is possible to make a change to an order as long as it is still being processed. To check if it is still possible to cancel your order you need to contact our Customer Service Department at +39 351 67 05 159 or by email at: info@privatesensation.com.
Shipping info
Once your order ships, you will receive a confirmation email with all the details and tracking number through which you can follow the progress of your shipment. Please note that from the time your order is confirmed to be shipped, it may take 24 hours for the tracking update to be active.
Usually logistics prepares the shipment of your order within 1-2 business days after your purchase. Timelines may vary based on holidays.
Your order will be prepared in 1-2 business days and then delivered to the courier. We estimate an additional 1-2 business days for the courier to deliver your package to the address you provided. External factors such as courier delays, logistical problems, adverse weather conditions, or the inability to access the address you indicated may affect the timeliness of delivery. The courier company delivers on business days with the exclusion, therefore, of Saturdays, Sundays and local or national holidays. Once the shipment is confirmed, it will no longer be possible to change the delivery address.
Our couriers make every effort to ensure that you receive your order intact and on time. However, exceptions may occur. If from the tracking number, a problem with the delivery of the package related to the shipping address is highlighted, please do not hesitate to contact us at 351 6705159. On the other hand, in case the courier needs our intervention, please get in touch with our Customer Service Department no later than 14 days after the shipment of the package.
In case of non-delivery, the courier will schedule a second delivery on the next business day. If the consignee is still absent, the shipment would be held at the area branch for 5 working days, during which time the customer can request release and, if possible, re-delivery. If no pickup is made within that time, the package is sent back to the sender.
Upon delivery, the customer is required to verify: - that the number of packages being delivered corresponds to what is indicated on the waybill; - that the packaging is intact, undamaged, or altered even in the sealing materials (adhesive tape or plastic straps); - any damage to the packaging and / or the product or the mismatch in the number of packages or indications, must be immediately detected and reported within 14 days of delivery.
Order and payment info.
Prices shown on the site are inclusive of taxes and VAT. Any shipping costs or payment fees are calculated in the shopping cart in any case, once the items are entered.
The following payment methods are available:
PAYMENT BY CARD
The customer can choose to pay for the order by credit card or debit card. The accepted credit cards are: VISA, MASTERCARD, AMEX, Union Pay.
We also accept payments by POSTEPAY and all rechargeable cards operating within the VISA circuit.
BANK TRANSFER
The customer may choose to pay what was purchased by bank transfer by entering the IBAN communicated during the confirmation of the order signed, payable to privatesensation.com
In the reason for payment enter the order reference number confirmed in the email.
PAYPAL PAYMENTS
Paypal is an absolutely secure online payment method that allows the customer to make the payment of the order by accessing directly to your account, by confirmation of payment.
The data relating to account and credit cards connected to your account are handled directly by Paypal, which will provide a notification by email, after the payment.
Di Giulio srl does not have, in any way, the ability to access the data of the cards with which customers make payments.
COD
Payment must be made at the time of delivery of the purchased products.
Payment by cash on delivery involves an additional charge of € 4.50 charged to the Customer for collection costs. Cash on delivery payment may only be made for purchases of an amount less than or equal to € 499.00.
To meet the needs of all customers, PayPal offers the possibility to pay in 3 convenient installments, without interest and without management costs for amounts from € 30.00 to € 2,000.00. Viewing and managing the due date of installments is possible by consulting the PayPal app in the section ''Show upcoming payments'': this also allows prepayment at the will of the buyer, at no additional cost. Even with installment payments, PayPal protects all purchases in case the item does not arrive or does not match the description. Choosing the installment payment is very simple: it will be enough to select Paypal as the payment method; if available, the option ''pay in 3 installments'' will appear; after receiving confirmation by sending a code to their cell phone, the customer can complete the purchase.
Returns info
The Customer, as stated in Article 52 of Legislative Decree 206/2005, then amended by D.Lgs. 21/2014, from the purchase contract for any reason, without the need to give reasons and without penalty, within 14 (fourteen) working days from the date of receipt of the products.
To exercise the right of withdrawal, the customer must send privatesensation.com a communication within the terms indicated to the email address info@privatesensation.com and send, at his own expense and using the courier of his choice, the products to privatesensation.com within 14 (fourteen) days from the withdrawal itself, to the address that will be communicated to you by email
Alternatively, you can ask customer service, after fixing the day, for pickup by one of our couriers. For the withdrawal there will be a reversal of € 8.00 from the amount paid by the customer.
The goods must be returned undamaged, complete with all its parts and in the original packaging. The company privatesensation.com does not allow partial returns, so the right of withdrawal may apply to the product purchased in its entirety.
In case of damage to the goods during transport, privatesensation.com will notify the customer, so that he can file a timely complaint against the carrier of his choice and obtain reimbursement; in these cases the product will be returned to the customer, against whom the request for withdrawal will be canceled.
The company privatesensation.com will not respond in case of damage, theft or loss occurred during shipment for return.
Privatesensation.com will reimburse the customer the full amount already paid within 14 (fourteen) days after the withdrawal only after the item is returned to the premises through the procedure of reversal of the amount charged, using the same means of payment used by the Customer for the initial transaction, unless otherwise agreed. In any case, the Customer will not incur any costs as a consequence of said refund.
In any case, the customer will forfeit the right of withdrawal in cases where privatesensation.com ascertains that:
the returned product is not intact;
the product is missing its outer packaging and/or original inner packaging;
If the customer has realized that he/she has mistakenly purchased a product and wishes to exchange it, he/she can make a request to the customer service department by contacting 351 6705159 or by sending an email to info@privatesensation.com.it no later than 14 days.
After ascertaining, by sending photos and videos, the integrity of the product, the logistics department may agree to exchange the product by payment of €10.00, which corresponds to the payment of the costs of collecting the item and shipping the new one.
In case the customer receives a product different from the one purchased, he/she can make a request to the customer service department by contacting 351 6705159 or sending an email to info@privatesensation.com no later than 14 days, sending photos and videos of the product received.
In the event of an error caused by the administration or warehouse department, customer service will send the correct product actually purchased by the customer and at the same time collect the wrong product without charging any cost to the customer.
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