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Most frequent questions and answers
Orders
Changes to the order must be made as soon as possible, there is no guarantee that the order can be changed. If you have a
If you have a change to make, please write to us as soon as possible at help@ciocca.it and one of our staff will try to make the change in good time.
If you realise that you have purchased the wrong product or that you have placed the order in error, please contact
Customer Service promptly by email at help@ciocca.it, or by chat
No, we do not currently provide a gift option.
Shipping
Once we receive your order our average processing time is 1 day and the average delivery time is 1 day. The
orders are processed and dispatched from Monday to Friday, so public holidays are not taken into account when calculating the number of days for dispatch and delivery.
days for dispatch and delivery. Any delays once the package has been handed over to the carrier are not under our
Any delays once the parcel has been handed over to the courier are beyond our control, although we will make every effort to resolve the problem.
Yes, Ciocca ships worldwide.
*Any customs charges are the responsibility of the customer.
Shipping costs vary according to the country of destination. They are calculated at the moment of insertion of the data in the checkout
They are calculated when you enter your data at checkout and you can then see the amount in the order summary before proceeding to payment.
Certainly, at the time of checkout, the customer can indicate a different delivery address from the billing address,
so that you can receive the goods where you prefer and you can also indicate the name of the company where the delivery is to be made.
Absolutely. When the courier picks up the package for delivery, you will receive an e-mail with the identification number and courier used to track your shipment at all times.
Ciocca currently uses TNT, Bartolini, Nexive, Dhl and Ups for Italy and for abroad.
We advise you to indicate a shipping address where you can be easily found. If no one is present
If no one is present at the time of delivery, the courier will leave a note and make a second attempt. In
If no-one is available, the courier will leave a note and make a second attempt. If this fails, the goods will be held at the nearest branch. Please ensure that you have given a correct delivery.
Payments
Payment methods vary depending on the country of invoicing/shipping. For orders from Italy, we accept credit cards
credit cards, PayPal, bank transfer. Payment on delivery (cash on delivery) is not possible.
P.S. Payment by bank transfer takes up to 5 working days to be processed.
Credit card payments are processed through servers that use cryptographic security protocols and guarantee our customers maximum protection of their data.
Guarantee our customers maximum data protection.
For orders with a shipping address outside the European Union, VAT, as well as local taxes and import duties, are not included in the price displayed.
Are not included in the displayed price. These additional costs may be requested by the courier company at the time of
delivery.
Yes, an invoice can be requested at checkout by entering the necessary data in the "Do you need an invoice?" field:
VAT number and/or Tax Code and the relevant Recipient Identification Code and/or PEC.
The payment of taxes and customs duties is necessary in order to receive the package. We are not able to provide an
estimate of the costs, as they are calculated directly by the customs offices of the destination country.
No, taxes and customs duties paid before you receive the package cannot be refunded.
Products
If classic Ciocca products are missing, they will be restocked as soon as possible.
Not guaranteed to be restocked.
More
As our products are distributed through wholesalers we cannot know the location of all our retailers, You can alternatively make your purchase online.
Returns and Refunds
As our products are distributed through wholesalers we cannot know the location of all our retailers, You can alternatively make your purchase online.
It is possible to request a return within and not later than 14 calendar days from the date of receipt of the goods, by following the
return procedure indicated on our website. In the case of purchases of underwear products, it will not be possible to
accept the return for health and hygiene reasons.
In this section you can fill in the return request form, specifying the order number for which you wish to request a return, the reason for the return and the details of the order.
In this section you can fill in the return form, specifying the order number for which you wish to request a return, any reasons and your contact details.
Ciocca recommends reusing the original packaging in which you received the product, sealing the package with adhesive tape.
Once your return has been authorised by Customer Service, you will receive an email with instructions on how to book a courier to pick up the product.
courier who will collect the package. At the end of the procedure, you will have to print the return labels and follow the instructions for placing them on the package.
Instructions for placing them on the package to be returned.
The return shipment is free of charge solely and exclusively in case of damaged items or company errors. In all other instances, the client is responsible for covering the costs associated with the return. The courier booking procedure will be provided by us via email. If the client decides to send back the product autonomously, he/she has to cover the shipping cost.
The first return shipment is at our charge, if more than one return is made for the same order, the costs of the additional shipments are borne by the customer.
are charged to the customer.
The only courier booking procedure to be carried out will be sent to you by us by e-mail, otherwise, if the customer wants to book a courier independently, the costs of the additional shipments will be charged to the customer.
Otherwise, if the customer wants to book a courier independently, the costs of the return will be charged to the customer.
In the event of defective items purchased from our website, please notify Customer Care as soon as possible, using the
using the return request form, specifying that you have received a defective item. If available, we will send you
the same item as soon as possible. In case of non-availability, the item will be fully refunded.
Yes, you can return your purchase by following the return request procedure using the form provided.
The refund will be made as soon as possible and with the same payment method used to place the order.
the order. The refund will be made within 30 days of the return request.
support
Please note that our support is available from Monday to Friday from 8 am to 6 pm.
We do not guarantee support via any of our services (chat, e-mail, telephone) outside of these hours.
Contact us at help@ciocca.it or in the contact form indicating the order number and the problem encountered.
One of our staff will provide you with personal assistance as soon as possible.