FAQ
How can I make a purchase on your site?
Making an online purchase on our site is very simple! Find the desired products using the search bar or browse through the shop's categories. You can add the product to your cart and proceed with the purchase by providing the billing and shipping data, then choosing the shipping and payment method, until the order is completed.
Is it mandatory to register on the site?
Registration is not mandatory, but only registered customers will be able to check their order history and add more shipping addresses.
I've forgotten my password. Is it possible to change it?
At the top right, click on the "Account" icon, and in the drop-down menu that appears below, click on "Login". At that point, click on the link "Forgotten password", then just enter the email address you used to register and change your password using the link you receive by email.
Can the billing and shipping details be different?
Yes. The site will ask you to enter the billing details first, then those for shipping.
I'd like to buy more items, but the site won't let me.
The site doesn't let you complete an order if the products in the cart are not actually available at our stores. In the event of unavailability, we advise you to contact us by email at ordini@aox.com for more information on actual availability and possibly to reserve products.
I bought the wrong product, can I exchange it?
Yes, just send the goods back to us within 15 days after placing the order. As soon as the product is in our possession, we will proceed with the refund. For more information on the right of withdrawal and the refund amount, you can consult our Terms and Conditions of Sale..
A product arrived damaged, what should I do?
You can contact us by email at ordini@aox.com, explaining what happened. We will be happy to solve the problem in the best possible way.
A product is missing from my order. What should I do?
You can contact us by email at ordini@aox.com, explaining what happened. Once we've carried out the appropriate checks, we will send you the missing product.
What are the shipping costs?
The shipping costs are €5.50, €7.50 for the major islands and €9.00 for the minor islands. When you place an order worth at least €100, the shipping is free.
Which courier will carry out the shipping?
Our orders are delivered through GLS express courier.
When will I receive my order?
The order is generally taken on and processed within 24 working hours of receipt and subsequently sent for shipping. Once entrusted to the courier, the order is delivered within 48 working hours, or 72 working hours for the islands and disadvantaged postcodes. However, you will automatically receive an email from the courier to let you conveniently check the delivery status at any time.
Do you deliver abroad?
Yes. Please consult our Shipping Info section to view the shipping costs for your country. We remind you that for orders shipped abroad, payment must be made only by credit card or prepaid card.
How can I track my delivery?
Once the goods have been entrusted to the courier, you will receive an email with the tracking number which you can use to follow updates on your delivery directly on the GLS website, at the following address: www.gls-italy.com
Can I pay cash on delivery?
Yes. When filling in your details, you will be asked to indicate your desired payment method. If you select the item "Cash on delivery", you will only pay for the goods once they have arrived at the indicated address. Cash on delivery entails a €4.50 surcharge on the total order.
I've made the bank transfer but not received the products yet.
Closing an order by bank transfer takes slightly longer since we have to wait for the bank transaction to take place before shipping the goods. A SEPA transfer from Italy is processed in 24-48 business hours, while an international transfer takes between 3 and 6 business days.
None of the above responses answered my question.
Send us an email at info@aox.com and our Customer Service will be happy to help with any type of problem.