FAQ

  • Orders and deliveries
  • Payments
  • Product Info
  • Returns and refunds
  • What are the delivery costs?
    Delivery is free for orders over € 199.
    For orders less than € 199, there are separate delivery charges depending on the delivery area. The costs are as follows:
    • Zone 1 € 9.90
    • Zone 2 € 12.50
    • Zone 3 € 15.00
    • Zone 4 € 17.50
    • Zone 5 € 22.00
    You can check what zone your country belongs to by clicking here.
  • Are any customs duties to be paid by the customer?
    Customs duties and/or taxes may be levied, as applicable in the country of destination, on goods delivered outside Italy. Any customs duties are the sole responsibility of the customer.
    RelaxsanShop cannot establish or control the customs duties imposed by the destination country.
    Should the customer refuse to receive the order due to customs duties, RelaxsanShop will recall the order and the customer will be reimbursed without the transport costs and possibly all the costs relating to the return process.
  • How can I check the status of my order?
    You can check the status of your order by accessing your account or by clicking here.
  • I did not receive an order confirmation e-mail
    If you have placed an order and your payment was successful, but you have not received our confirmation e-mail, please check your spam or junk mail box. If you find our e-mail in the spam folder, please mark our e-mail address as “trustworthy” so that you will always receive our communications correctly. If you do not find the order confirmation in your spam mailbox, contact us here.
  • Will I receive an e-mail confirming my order?
    If your order is successful, you will receive a confirmation from us by e-mail with a summary of your order showing the items purchased and the billing and shipping details.
  • Will I receive tracking for my order when it is shipped?
    Yes, we always provide the customer with the tracking code for the order.
    You will also receive constant notification by e-mail on the progress of your order.
  • Has my order been sent?
    If your order has been sent, you should have received our confirmation by e-mail with the Tracking Code of the courier company appointed, which will allow you to follow the delivery progress of your order. 
    The tracking code will be active within 12 hours of receipt and by clicking on it you can see the approximate delivery date provided by the courier.
    If you have created an account, you can see if your order has been sent in the “my orders” section.
  • Is it possible to give the courier a delivery time?
    No, it is not possible to give the courier a delivery time. 
    The couriers have a certain area to serve on a daily basis where they make deliveries and collections, and on the basis of this the various deliveries are organised. If the courier fails to locate the recipient at the delivery time, the delivery will usually be rescheduled for the next business day. In any case, you may indicate a preferred delivery time, which will be communicated to the courier. WARNING, this does not constitute an obligation for the deliverer.
  • Will the courier call me before the delivery?
    No, the courier is not required to notify the recipient by telephone before delivery.
    You can include this indication in the notes of your order, which will be reported to the courier, but this does not constitute an obligation for the deliverer.
  • I have received a damaged, faulty or wrong item. What do I do?
    If the product you have received does not conform to your order or has a defect, you can return the product free of charge within 15 days.
    You can make the return by accessing the “make a return” section or by clicking HERE. Select the order and the item you wish to return specifying the reason for your return, follow the instructions and return the product free of charge. We will refund you as soon as possible. Please note that exchanges are not possible.
  • My order is incomplete. What should I do?
    If you have received an incomplete order, please contact our customer service by writing to info@relaxsanshop.it indicating the order number and the unreceived item.
    We will rectify this as quickly as possible.
  • Can I change my delivery address?
    If your order has not yet been sent, you can change your delivery address by contacting our customer service by writing to info@relaxsanshop.it.
    You cannot change the delivery address if your order has already been sent.
  • What are the delivery times?
    At the time of ordering, indicative delivery dates are shown on each product sheet. Delivery is usually within 24/72 working hours (depending on the delivery location) from when the order is entrusted to the courier.
  • Are deliveries also made on public holidays?
    No, couriers do not deliver on public holidays, Saturdays and Sundays. Deliveries are made from Monday to Friday.
  • There was no tax receipt in the parcel.
    The tax receipt is not included in the package, but is always available and can be downloaded from “my orders” section of your account.
    If you have not created an account, please remember that a receipt is always sent by e-mail as soon as your order is sent.
  • Where can I find the tax receipt?
    The tax receipt will be sent to you by e-mail after your order has been sent.
    If you have created an account, you can also download and print it yourself from the "my orders" section or by clicking here.
  • What courier company do you use?
    The approved couriers to which we entrust our deliveries are TNT and DHL. The use of one or the other courier is at the discretion of RelaxsanShop.
  • I have purchased items with different delivery times, when will my order be sent?
    If different delivery times are indicated on the product sheet for the items purchased, the order will be sent within the time indicated for the item with the most extended delivery time.
  • What are payment methods are accepted?
    You can select from various payment methods:
    • 1) Credit/pre-paid credit card
    • 2) PayPal
    • 3) Bank Transfer
  • If I pay by bank transfer, how soon will I receive my order?
    If you choose to pay by bank transfer, the processing time of your order will be slightly longer as the goods will only be sent once your payment has been credited to our account.
    It usually takes between 2 and 4 business days for the transfer to be received (even if it is immediate).
    However, for faster delivery, you can send us your payment in advance by e-mail.
  • Can I use my fidelity points to pay for my order?
    Fidelity points are a real cash discount, so you can use them to “pay” for part or all of your order (depending on how many points you have available). You can also decide not to use them and continue to collect them, or to use only a part of them.
  • Can I return a product?
    Yes, returns are always permitted within 15 days of receipt of the goods.
  • Are the return costs charged to the customer?
    Yes, return costs are borne by the customer, who can make the return using the courier and the company preferred.
  • How can I make a return?
    Before proceeding with your return, please fill in the “make a return” section or click
    1. Enter the order number (including the 0s) or the tracking number of the order. 
    2. Select the product(s) to be returned. 
    3. Select the reason for the return (it is important for us to know the reason for the return to improve products and/or the service). 
    4. Check all details, shipping address and e-mail address. 
    5. If the order was paid with a Bank Transfer, enter the IBAN and the name of the holder of the current account (otherwise the refund cannot be made!)
    6. Ship the goods, properly packed, to our warehouse at the following address: Calze G.T. SRL - Via Tobagi, 17/21 – Casaloldo (MN) 46040 – Italy
    7. Using the tracking code given, it is possible to check the progress of the return. A refund will be issued within a maximum of 5 business days from receipt.
  • How much time do I have to make a return?
    The time limit for exercising the right of withdrawal is 15 days from receipt of your order, the return procedure cannot be activated after this time.
  • Can I exchange an item?
    No, item exchanges are not provided for.
    You can only make a return for which we will issue a refund.
  • I want to return a product and replace it with another, is that possible?
    No, our return policy only provides for a refund of the amount paid. You cannot exchange the product for another model/size or colour when returning the product. In this case you will have to place a new order.
  • If I make a return, do I get a refund on the shipping costs?
    Yes. If your order included an initial shipping fee, you will be refunded this fee along with the value of the returned product upon return.
  • If I make a return, how quickly can I get a refund?
    If you have made a return, we will process your refund within a maximum of 5 business days of receiving your package at our warehouse.
  • Why do I have to wait for you to get the returned goods to get my refund?
    Before issuing a refund we have to check which and how many products have been returned and also verify their integrity.
  • How many days after receipt of the return is the refund made?
    The withdrawal procedure is completed within 5 business days following receipt of your return at our warehouse.
    (If your return arrives at our warehouse on Friday, the refund will be made by the following Friday at the latest).
    You will receive an e-mail from us as soon as the return procedure is completed.
  • How do I get a refund if I paid for my order by bank transfer?
    Refunds are made by bank transfer. 
    In this case, you will have to fill out the specific section with your banking details and the holder of the current account.
  • How do I get a refund if I paid for my order with PayPal?
    The refund will be made to your PayPal account.
  • How do I get a refund if I paid for my order with a Credit or Pre-Paid Credit Card?
    The refund will be made to the credit/pre-paid card used for the initial payment. 
    The crediting will be visible on the card statement, not on your current account. 
    The time frame in which you will see the credit may vary depending on the card issuer.