FAQ


HOW TO PLACE YOUR ORDER

WHEN WILL I RECEIVE CONFIRMATION THAT MY ORDER WAS SUCCESSFUL?

Once you place your order you will receive an order confirmation email. This confirms that we have received your order request.
Once your payment has been successful and your items have been picked and dispatched, you will then receive an e-mail confirming your order has left our warehouse.

WHEN WILL I RECEIVE CONFIRMATION THAT MY ORDER IS ON ITS WAY TO ME?

Once your order has been confirmed, our warehouse will pick and pack your items and then you will receive a dispatch confirmation email.
Your confirmation of despatch email will contain your tracking details. Details of how to track your parcel can be found at our Tracking Your Order section of the FAQs.

DO I NEED TO CREATE AN ACCOUNT AND WHAT ARE THE BENEFITS?

No you don’t. You can easily check out as a guest.
But if you sign up to our Newsletter you’ll receive the following benefits:
Regular style updates, straight to your inbox
Shopping our new season styles as soon as they arrive
Being the first to hear the latest news from officinecreative.store
Updates on the latest arrivals
Access to online exclusive updating

WHAT PAYMENT TYPES DO YOU ACCEPT ONLINE?

We accept Visa, MasterCard, Maestro and Pay Pal.
Payment is only debited from your card at time of dispatch, unless you are paying with Paypal when payment is taken at time of order. Please note, if you pay using PayPal then payment is taken at the point of purchase. However if any goods are cancelled your PayPal account will be refunded back to you.

IS YOUR SITE SECURE?

Shopping is secure on officinecreative.store.

We utilise the highest industry-standard secure sockets layer (256-bit SSL Certificate, level-1 PCI compliant ) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:
Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
Data integrity - this checks the data being transferred to ensure it has not been altered.

AT WHAT STAGE IS PAYMENT TAKEN FROM MY CARD?

We ask your bank for authorization of your debit/credit card when you place an order with us. However, your card will only be charged when we despatch your goods to you; you’ll receive an email from us to confirm which items are being sent and the exact amount charged to your card. So if for any reason we are unable to send any items you’ll only be charged for the items we do send.
Please note, if you pay using PayPal then payment is taken at the point of purchase. However if any goods are cancelled your PayPal account will be refunded back to you.

CAN I AMEND MY ORDER?

We are unable to amend any part of your order or change the delivery or payment method once your order is complete.
You may be able to cancel your order if this has not dispatched yet. Please contact our Customer Relation Team who will be more than happy to look into your query.
For more information on how to return items to us, please see our Returns page.

WILL I BE CHARGED VAT?

All prices on our website include VAT where applicable and any charges for the applicable sales tax in the country of delivery. Rates vary by country but our prices remain unchanged due to various supply chain factors.

I LIVE OUTSIDE THE EUROPEAN UNION, WILL I HAVE TO PAY IMPORT DUTIES OR TAXES?

Yes.
For any purchase on officinecreative.store any custom or import duties for the delivery from Italy to any country, and custom or import duties imposed on products eventually returned to Italy will be at your expenses.

I'VE MADE A MISTAKE WITH MY ORDER, CAN I CHANGE IT?

Once you have completed your order, you can no longer change your order. Don't worry though, you can easily return any unwanted items to us for a refund. Alternatively please don’t hesitate to contact our Customer Service Team who will be more than happy to look into your query further.
For more information on how to return items to us, please see our Returns page.


I'VE JUST CONFIRMED MY ORDER, CAN I ADD OTHER ITEMS TO IT?

Once you’ve placed your order, you can no longer add items to this order. You will need to complete a separate order to purchase the additional items. If you then contact our Customer Relations team and let us know both order numbers, we'll be happy to refund you the additional delivery charge.

TRACKING YOUR ORDER
HOW WILL I KNOW WHEN MY ORDER HAS BEEN DISPATCHED?

Once your order has been dispatched from our warehouse, you'll be sent an email advising you that it's on its way.
The email will also contain your tracking number and a link to our courier’s website that will tell you the current status of your delivery. You can also track your parcel through your account if you are registered with us.
If you any questions related to tracking your order please contact us and we’ll be happy to help.

THE STATUS OF MY PARCEL SAYS DELIVERED BUT I HAVEN'T RECEIVED IT?

You will need to contact us in order for us to check with the carrier. Please quote your order number in any correspondence.

WHAT DO I DO IF THERE'S A PROBLEM WITH MY DELIVERY?

If you have a problem with your delivery, you can contact us and we'll be able to look into this further for you.

CAN I PAY IN MY OWN CURRENCY?

Yes

WHY HASN'T MY CARD PAYMENT GONE THROUGH?

We’re not always able to specify why card payments don’t clear, as the card payment process involves both our system and your bank's.
If a card payment fails please double check you’ve entered all the details correctly, that you are using a card which has not expired, and that your billing address has been entered at checkout exactly as it appears on your bank statement.
Please make sure that your billing address on your account details is the same as the details that your payment card is registered to, otherwise your payment will be declined. This is for your protection.
If all else fails then please try an alternative card for payment - we accept all major credit and debit cards.


RETURNS

I HAVE RECEIVED A FAULTY ITEM?

We want all our customers to receive quality goods so if you think there is a fault with an item you have received, you can return the item.
For details on how to return your faulty items, please see our Returns page. Alternatively please contact our Customer Service and a member of our team will be more than happy to look into your query further.

WILL MY RETURN POSTAGE BE REFUNDED?

For returns within European Member Countries and the United Kingdom, sending items back is free if you use Officine Creative return procedure.
Please contact us if you have any questions regarding returning your order and we would be happy to look into this further for you.

I'VE SENT SOME ITEMS BACK TO YOU, HOW WILL I BE REFUNDED?

Once we have received and processed your returned items, your online refund will be made to your original method of payment.
As soon as your return has been processed by our warehouse, we'll email you to let you know. Once your refund has been confirmed on email, please allow up to 14 working days for the amount to appear on your payment card.

HOW LONG AFTER I’VE SENT MY PARCEL BACK TO YOU WILL I BE REFUNDED?
.
As soon as your return has been processed by our warehouse, we'll email you to let you know once your refund has been confirmed on email, please allow up to 3-5 working days for the amount to appear on your payment card.

MY PARCEL GETS LOST ON THE WAY BACK TO YOU?

Whenever you send a parcel back to us via your local Postal Service, please make sure that you obtain a Proof of Postage. We will need this to investigate your parcel if it gets lost on its return to us. Please contact us if you have any questions regarding your return and we would be happy to look into this for you.

I'VE LOST MY RETURNS NOTE, WHAT CAN I DO?

You can print off and include your dispatch confirmation email indicating your reason for returning your items as well as confirming if you would like a size exchange or a refund.
Alternatively you can send a covering letter in your parcel clearly stating the following:-
Your Name and Address
Your Order number
The reason for returning your order

HOW WILL I KNOW WHEN MY ORDER HAS BEEN REFUNDED?
As soon as your return has been processed by our warehouse, we'll email you to let you know.

WHY NOT RETURN TO ONE OF OUR STORES?

Unfortunately at the moment we cannot accept return purchases made online to any of our international stores. We'll be glad to inform you when this will be possible.


TECHNICAL

I AM HAVING GENERAL PROBLEMS ACCESSING OR BUYING FROM YOUR WEBSITE?

If you are having problems accessing our website, get in touch with our Customer Services Team who will be able to help you. To help us solve the issue for you, please include as many of the following details as possible (don't worry if you're not technically minded and are unsure about the below, just give us as much information as you can and we can still help you):
What operating system you use (e.g. Windows Vista, Mac OS X)
Internet Browser (e.g. Internet Explorer 9, Firefox, Safari, Chrome)
What URL you were trying to access (e.g.https://www.officinecreative.sotre)
A description of the problem and what time the problem occurred
If you get an error message, please include it in your message to us.