FAQ & HELP

All the items bought on www.xetraitalia.it are directly sold by Old England S.r.l. business company. Old England S.rl. is registered in the registry of business of Venice, fiscal code and VAT registration number 02617080276 – R.E.A. VE 229119. The legal head office is located in Via G.Marconi 21 – 30035 Mirano (VE).

For whatever explanation, please contact us to the following e-mail address: [email protected]

ACQUISTO

IT IS CURRENTLY POSSIBLE TO SHOP ONLINE IN ALL COUNTRIES.

DO I NEED TO REGISTER TO PLACE AN ORDER?

Yes, registration allows you to complete purchases on our Shop Online and allows you to use different services: for example, check your past orders, receive information about promotions, etc.

I FORGOT MY PASSWORD: HOW CAN I RETRIEVE IT?

If you have forgotten your password you can retrieve it in the Log-in section. You will receive a new password at your email address and you can change this at any time.

HOW CAN I KNOW IF MY ORDER HAS BEEN SUCCESSFUL?

After completing the order, you will also receive a confirmation via email. If you do not receive this email, contact out customer service.

CAN I CANCEL AN ITEM FROM MY ORDER?

Yes. You can delete any item from your shopping list as long as the order has not been sent. 

CAN I CHANGE MY ORDER?

Yes, if you have not yet made payment, you can change your order by accessing your cart.

CAN I ADD AN ITEM TO AN EXISTING ORDER?

No, unfortunately it is not possible to change or add to an order after payment has been made.

CAN I CANCEL MY ORDER?

If the order has already been forwarded you can apply for cancellation directly from the website in the form contact at http://www.xetraitalia.it/it/contattaci selecting the customer care voice.

CAN I ORDER BY PHONE?

If you wish we can contact you by phone and guide you through the ordering process.
Visit our website and send us a message using the Contacts form and indicating in your message that you need telephone assistance for ordering.

HOW CAN YOU CONTACT OUR CUSTOMER SERVICE?

For any clarification please dot not hesitate to contact us directly using the contact form at the following link http://www.xetraitalia.it/it/contattaci

WHAT IS THE PURPOSE OF THE WISH LIST?

You can use the Wish List to save your favorite items.
The availability of the items saved on the Wish Listcan vary: this means that using this function does not guarantee you will be able to purchase the item at a later time.

PAYMENT

WHAT ARE THE PAYMENT METHODS ALLOWED?

Payments are possible by credit card (Visa, Mastercard) and PayPal.

IS IT POSSIBLE TO INVOICE MY COMPANY?

Yes, as long as you pick the Company option when inserting personal data.Insert of fiscal information is required. 

IS IT POSSIBLE TO REQUEST THE TAX FREE SERVICE?

No, it is not possible to use the Tax Free service as it only applies on items bought in the store and transported directly by the customer.

IS IT SAFE TO PAY BY CREDIT CARD ON THE WEBSITE?

Yes, data is encrypted with an SSL protocol. Visa and Mastercard payments will only accept CES transactions (Safe Electronic Commerce). After verifying that the credit card is accepted by the CES system, the system will contact the issuing bank so that the buyer can make the purchase. Once the bank has confirmed the authenticity of the card, it will be debited. Otherwise the order is canceled. Payments are handled directly by Banca Sella’s secure servers, which, thanks to the use of 128-bit SSL encryption protocols, Verisign Certificates, guarantees the security of online transactions. For this reason, Xetraitalia.it does not know the details of your credit card and is therefore unable to save or store them in any way.

WHAT IS THE CURRENCY USED?

The selling price and delivery costs are in Euro. 

WHY IS MY CREDIT CARD PAYMENT NOT SUCCESSFUL?

Payment may not be authorized for the following reasons:

  • the credit card has expired;
  • the credit limit has been reached: check with your bank if you have reached the maximum amount allowed by the credit card to make purchases;
  • some wrong data has been input: make sure you have filled in all the required fields correctly.

DELIVERY

WHERE CAN I RECEIVE MY ORDER?

You can receive your order directly at your home or at the specified address (office, etc.- never mailbox).

CAN THE DELIVERY COUNTRY MAY BE DIFFERENT FROM THE PURCHASE?

The country of delivery must always coincide with the purchase order.

HOW LONG DOES THE ORDER TAKE TO ARRIVE?

Your order will be delivered with TNT courier in 2/5 working days depending on the country of destination of the goods. Deliveries in remote areas (example for Italy: Calabria, Sardinia and Sicily) may take up to 7 working days.

HOW MUCH ARE THE DELIVERY COSTS?

If shipment is in Italy, delivery charges will be charged for € 7.00. FREE for orders over € 100.00.

If shipment is directed to Europe, shipping charges, regardless of the order amount and the country of destination, will be charged to you in the amount of € 15.00.

WHAT IS THE PROCESS OF DOMICILE DELIVERY?

Once you have sent the order, we will send you an email confirming the shipment (once the order has expired from the warehouse) with the tracking code (via a link to the Tnt website). Deliveries are made by Tnt, if the courier finds no one at the specified address will repeat the delivery for two consecutive days leaving a notification of the passage with the instructions for withdrawal. Then Xetraitalia's customer service will contact you by email to arrange for collection.

RETURNS AND CHANGES

WHAT SHOULD I DO TO DO IF I RECEIVE A WRONG OR FAULTY ARTICLE?

Old England S.r.l. always checks the quality of your items before departure and therefore if you have a faulty item or if you have not requested it, you can always contact our customer service directly from the site using the contact form at http: //www.xetraitalia. en / en / contact us by selecting the customer service item and specifying the order number and item code you received. We will respond you providing all the information you need to correct the problem.

HOW TO EXERCISE THE RIGHT OF WITHDRAWAL?

You have the right to withdraw within 14 days from the day of receipt of the products purchased on ww.xetraitalia.it

HOW CAN I RETURN AN ARTICLE?

The easiest way to return an item is by taking it to any Xetra store in Italy. If you can not go to a Xetra store you can choose to return the item through express courier. The costs of returning the Products will be borne by the customer, including liability in case of loss or damage to the products. The resell request must be made directly from the Site by accessing the profile and filling out and forwarding to XETRA the return form according to the procedure mentioned therein. The garments must be returned in perfect condition and accompanied by the invoice received at the time of delivery.

WHICH ARE THE VALID TERMS FOR RETURNS?

Old England S.r.l. must receive the goods within thirty (30) days of the date of purchase.

CAN I CHANGE THE ARTICLES?

No, we only accept refunds for defective items that are not in accordance with the order or if they use the right of withdrawal within the stated terms.