Q: Checking product availability

Is the product available? If by selecting the size and finish of an item from its product page, you see the ‘ADD TO CART’ button, it means that the product is in stock and you can proceed to purchase. If on the other hand, you see the ‘NOTIFY ME WHEN AVAILABLE’ button, it means that the product is not currently in stock but will be in the future. When will this item become available? We suggest you visit the product page and subscribe to the 'NOTIFY ME WHEN AVAILABLE' button. As soon as the product is back in stock, you will receive an email notification and you can place your order.

Q: Gift-wrapping

How does the gift-wrapping service work? Making your gifts special has never been easier! Alessi gives you the possibility to add gift wrapping and greeting cards to your order. The gift wrapping service is not available for spare parts and large-sized products: Amanita, lamp; Blow up, wall mirror; Doraff, seat; Piana, chair; Pierrot, coat stand; Plico, folding trolley. Once on your shopping cart page, you just need to check the box saying “Add Gift wrapping” right before confirming your order. All of the products in the cart will be individually wrapped and shipped together in one single box, either to you or to the person you decided to surprise. By choosing the Gift wrapping option, this will be automatically applied to all the products you order. If you prefer not to have some items gift-wrapped, it is necessary to place a separate order for them. In order to keep all the gift wrappings safe, we dispatch them in a standard shipping box which prevents damage.

Q: Applying a discount code

How do promotional codes work? If you have a promotional code, you just have to type it into the order completion page: and the discount will be calculated and displayed automatically. Please, check that the discount has been applied before completing your purchase. Remember to enter the promo code while finalizing your order as it will not be possible to add it later. If your code does not work, please contact our customer service through our Contact Form . Please note that discount codes cannot be used simultaneously and cannot be applied to already discounted items, limited editions, spare parts, or NEW IN.

Q: Creating an account

How can I register? Creating an account is easy and free! You can click this link Create Account , enter the required information and choose a password. Registered users can save access information, consult all orders and return information. It is not necessary to sign up, but if you order without registering, you will not be able to consult your orders in your private area.

Q: Shipping to a country other than mine

Can I place an order to be delivered abroad? Yes, you simply have to place your order by selecting the destination country. For example, if you are a German customer and would like to order a product to be shipped to the UK, you just have to select the UK as a country and place your order by entering the UK destination address. You can select country and language in the bottom right menu on our website.

Q: Damaged goods received

What if I receive a damaged item? If you have received a damaged, non-compliant, defective or incorrect product, you can request a replacement or a refund of the item within 14 days from the order reception. Please contact us by filling out our Contact Form indicating the issue related to the product, and attaching a picture or a video of the item itself, in which the defect is clearly visible. In the event that the non-conformity of the product is ascertained, we will replace it. After 14 days from receipt of the goods, we will no longer be able to process your refund/replacement request for damaged, non-compliant, defective or incorrect items.

Q: Product personalisation

How does the engraving service work? Alessi gives you the possibility to customise some items. The engravable items are listed here: Personalised gifts . The engraving rules we ask our customers to follow are: you can engrave up to 9 characters. Special characters and symbols are not allowed personalization will extend the delivery time by 4 working days personalized products cannot be returned

Q: Forgot your password?

What if I forget my password? Don't worry! You just have to log in using the following link and enter the same email address you used while registering. You will receive a message which will allow you to choose and save a new password linked to your "My Account".

Question 1

Returning the order

Accepted Answer

How can I return an order?

Return Procedure

If you are not satisfied with your purchase, you can return it for free* within 60 days from its reception by following our Returns&Refunds procedure and by using this Return Form.

- If you are based in Europe or in the UK, you can search for the DHL point closest to your home by using this link DHL Locator.

Enter country and zip code and select the option “Send shipment”.
In the drop-down menus, select “I have a DHL Express Account” and “I have printed a DHL label.”
You will then see the DHL Points in your area you can deliver the package to.

- If you are based in the US, you can search for the UPS point closest to your home by using this link UPS Find Locations.

Refund procedure

The refund will be made within 14 working days from the date of goods' processing by our warehouses. Starting from the date of reception of the goods, in fact, our warehouses could take up to 5 working days to check the goods and to issue the refund. It may then take up to 7 working days for the refund to appear in your bank account, depending on your bank's processing time. All the returned items will be refunded by using the same payment method used to purchase.

Please note the goods must be returned with the original packaging (not damaged) and complete with all components. We inform you also that we cannot accept returns of already used items. Moreover, we inform you that personalised items cannot be returned.

After 60 days from receipt of the goods, we will not be able to process your return request.

If you have opened a chargeback or dispute on Paypal, Shopify or on the payment systems, we will not be able to fulfil your refund or replacement request. It will be necessary to wait for the resolution times of the case.

*Only one free return shipping is offered per order

Non-returnable items

Items that are excluded from free returns: PSJS XXL, Big Love MMI08 XXL, VA01 Occasional Object, SD01 Obget Inutile, MDL18 L'Or portioned capsule coffee machine.

Question 2

Placing an order

Accepted Answer

How can I place an order?

Shopping on Alessi.com is quick and easy.

You can complete a purchase without registering. However, we recommend you to create an account to access exclusive areas and services dedicated to our customers.

You can freely consult our catalogue by selecting the category of your interest from the navigation menu; to make your search more precise, use the filters or the internal search of the site. Each product sheet contains all the information relating to the item (description, composition, material, size ) and, by clicking on the product image, you can enlarge it to display all the details.

How to purchase a product on Alessi.com:

1. starting from the product sheet, you can select the features of the item from the available combinations

2. add the product to your cart

3. if you decide to continue shopping, you can check the content of your shopping cart at any time by clicking on the icon at the top right of the screen

4. click on the shopping cart icon and decide when to proceed with the order

5. if you are a registered user you can log in otherwise you can continue as a guest by entering both the shipping and the billing address

6. select a desired shipping type and payment method

7. enter your payment information 8. check that the information entered is correct and click on "Purchase".

Within a few minutes, a "thank you message" will inform you that the purchase process has been successfully completed. Moreover, you will receive a confirmation email with your order details.

Question 3

Checking product availability

Accepted Answer

Is the product available?

If by selecting the size and finish of an item from its product page, you see the ‘ADD TO CART’ button, it means that the product is in stock and you can proceed to purchase. If on the other hand, you see the ‘NOTIFY ME WHEN AVAILABLE’ button, it means that the product is not currently in stock but will be in the future.

When will this item become available?

We suggest you visit the product page and subscribe to the 'NOTIFY ME WHEN AVAILABLE' button. As soon as the product is back in stock, you will receive an email notification and you can place your order.

Question 4

Gift-wrapping

Accepted Answer

How does the gift-wrapping service work?

Making your gifts special has never been easier!

Alessi gives you the possibility to add gift wrapping and greeting cards to your order.

The gift wrapping service is not available for spare parts and large-sized products:

Amanita, lamp;
Blow up, wall mirror;
Doraff, seat;
Piana, chair;
Pierrot, coat stand;
Plico, folding trolley.

Once on your shopping cart page, you just need to check the box saying “Add Gift wrapping” right before confirming your order. All of the products in the cart will be individually wrapped and shipped together in one single box, either to you or to the person you decided to surprise.

By choosing the Gift wrapping option, this will be automatically applied to all the products you order. If you prefer not to have some items gift-wrapped, it is necessary to place a separate order for them.

In order to keep all the gift wrappings safe, we dispatch them in a standard shipping box which prevents damage.

Question 5

Applying a discount code

Accepted Answer

How do promotional codes work?

If you have a promotional code, you just have to type it into the order completion page: and the discount will be calculated and displayed automatically.

Please, check that the discount has been applied before completing your purchase.

Remember to enter the promo code while finalizing your order as it will not be possible to add it later.

If your code does not work, please contact our customer service through our Contact Form.

Please note that discount codes cannot be used simultaneously and cannot be applied to already discounted items, limited editions, spare parts, or NEW IN.

Question 6

Creating an account

Accepted Answer

How can I register?

Creating an account is easy and free!

You can click this link Create Account, enter the required information and choose a password. Registered users can save access information, consult all orders and return information.

It is not necessary to sign up, but if you order without registering, you will not be able to consult your orders in your private area.

Question 7

Still need help?

Accepted Answer

Contact our Customer Care via our Contact Form

We will be glad to help you!

Question 8

Dispatch times

Accepted Answer

Orders placed before 9.30 AM, will be processed the same day if working, whereas orders placed after 9.30 AM, will be processed approximately the following day.

For orders placed by credit card or PayPal, an administrative check may be required with order handling times of up to 48 business hours.

Processing times may be delayed during:

holiday periods: Christmas, summer holidays, Black Friday*, national holidays, etc
extraordinary circumstances (goods inventory)
events beyond the control of those involved in the distribution chain

* During the Black Friday promo and in the following weeks, order processing times can be up to 10 working days.

Question 9

Shipping to a country other than mine

Accepted Answer

Can I place an order to be delivered abroad?

Yes, you simply have to place your order by selecting the destination country.

For example, if you are a German customer and would like to order a product to be shipped to the UK, you just have to select the UK as a country and place your order by entering the UK destination address.

You can select country and language in the bottom right menu on our website.

Question 10

Damaged goods received

Accepted Answer

What if I receive a damaged item?

If you have received a damaged, non-compliant, defective or incorrect product, you can request a replacement or a refund of the item within 14 days from the order reception.

Please contact us by filling out our Contact Form indicating the issue related to the product, and attaching a picture or a video of the item itself, in which the defect is clearly visible. In the event that the non-conformity of the product is ascertained, we will replace it.

After 14 days from receipt of the goods, we will no longer be able to process your refund/replacement request for damaged, non-compliant, defective or incorrect items.

Question 11

Product personalisation

Accepted Answer

How does the engraving service work?

Alessi gives you the possibility to customise some items.

The engravable items are listed here: Personalised gifts.

The engraving rules we ask our customers to follow are:

you can engrave up to 9 characters. Special characters and symbols are not allowed
personalization will extend the delivery time by 4 working days
personalized products cannot be returned

Question 12

Forgot your password?

Accepted Answer

What if I forget my password?

Don't worry!

You just have to log in using the following link and enter the same email address you used while registering. You will receive a message which will allow you to choose and save a new password linked to your "My Account".

Question 13

Product ordered and paid but out of stock

Accepted Answer

Is it possible that I ordered an item which is not available for dispatch?

Generally, everything that is available on our site and for which you can place an order, is in stock and can be shipped.

Unfortunately, in sporadic cases, it may happen that due to low stock availability of certain items, and high demand, the item in question may be available for order on our website, but when the order is prepared for dispatch, the item results in being out of stock. In these cases, we will contact you promptly and offer you a full refund of your order, or, if there are other items in your order, we may proceed with partial fulfilment of your order (without adding shipping costs), and issue a refund for the unavailable item. In both cases, we will contact you before proceeding.

We would like to inform you that we do our best to avoid this inconvenience!

Question 14

Getting a welcome discount code

Accepted Answer

How can I receive the welcome discount code?

By subscribing to our Newsletter, you will receive the welcome discount code to be used on your first online purchase.

Should you forget to enter the discount code in the shopping cart, the order will be processed without the discount being deducted and cannot be added later. The discount code not used on the first online order can be used on the next one.

Question 15

Checking order status

Accepted Answer

How can I check the status of my order?

If you are a registered user, log in to your "My Account" reserved area to follow the status of your order; you will find all the info in the "My Orders" section.

If you are not registered, you will receive an email with a link to track your shipment as soon as your order will be processed by our warehouses.

Question 16

Shipping fees and free shipping

Accepted Answer

Free shipping

We offer free shipping:

for orders over 149 € with standard service in Europe
for orders over 149 € with express service in Italy
for orders over 149 CHF with standard service in Switzerland
for orders over £149 with standard service in the UK
for orders over $159 in the US.

Free shipping is not available to certain destinations such as Cyprus, Canaries, Alaska and Hawaii.

Shipping fees

Shipping costs may differ depending on the destination.

The minimum transport costs (standard shipping) are:

13,00 € in Europe
155,00 SEK for Sweeden
99,00 DKK for Denmark
8,00 € for Italy
20,00 CHF for Switzerland (customs included)
£18,00 for the UK (customs included)
$11,50 for the US
40,00 € for Cyprus and Canaries
$40,00 for Alaska and Hawaii

You will be able to visualize the specific shipping cost for your order before checking out.

Question 17

Exchanging a gift

Accepted Answer

Can I exchange a gift I received?

Unfortunately, gifts cannot simply be exchanged. We do not currently offer this service.

We suggest you contact the buyer who can ask for a return towards our return form.

Once the goods are returned to our warehouses, we will issue a refund to the same payment method used while placing the order. Unfortunately, we cannot offer store credit or exchanges at the moment. We apologise for any inconvenience this may cause.

If the product was purchased in a store or from one of our online retailers, we suggest you contact the store or the online retailer with the receipt and follow their instructions

Question 18

E-Gift cards

Accepted Answer

How E-Gift cards work?

You can buy one of our gift cards from our website directly.

Here you can find the link E-Gift Card Within 48 hours of payment, you will receive your E-Gift card.

You can choose to use it yourself or give it as a gift to a loved one by simply forwarding the email or printing the gift card.

This service is not available for orders to be delivered to Sweden and Denmark.

Question 19

Modifying my Account

Accepted Answer

How can I modify my account details?

To change your account details, please log in to your "My Account" by entering your email address and password. You will be able to update your data by clicking on "Edit".

Question 20

Modifying an order

Accepted Answer

Can I modify my order?

Unfortunately, we cannot add item/s to an order or modify the item/s bought. If the order has not been processed, we can cancel it and issue a refund. You will be able to place a new and correct order on our website directly.

Once the order has been processed, it is no longer possible to cancel it.

In this case, we suggest you wait for your delivery and once you have received the goods, you will be able to ask for a return by visiting our page Returns&Refunds. Please use this form RETURN FORM

Question 21

Orders destination countries

Accepted Answer

Which countries do you ship to?

We are doing our best to reach as many destinations as possible.

We currently ship our orders to the following countries:

Italy, France, Monaco, Belgium, Germany, Switzerland, United Kingdom, Ireland, Spain, Australia, Austria, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Finland, Greece, Hungary, Lithuania, Luxembourg, Holland, Poland, Portugal, Latvia, Romania, Slovakia, Slovenia, United States, Denmark, Sweeden, Liechtenstein, Estonia.

Question 22

Deleting my Account

Accepted Answer

How can I delete my account?

We are sorry you want to delete your account!

Remember that your Account is free and allows you to shop easily and take advantage of exclusive offers and discounts.

If you want to delete your account, please contact our Customer Service through our Contact Form confirming your data and the email address used while signing in. Your account will be thus cancelled.

We will send you a confirmation via email. If you asked for deletion and want to activate your account again, you have to contact our Customer Service. You will be asked to give your data again and your account will be reactivated. Alternatively, you can register another account using a different email address.

Question 23

Exchanging a product

Accepted Answer

Can I exchange a product with a different one?

If you do not like the product, you can return the goods (free return within 60 days from order reception). At the moment, we do not offer the exchange of products.

By returning the goods you will receive a refund on the same payment method used while placing the order.

You can purchase the product you prefer directly on alessi.com

We are working to offer the exchange service in the future!

Question 24

Deleting an order

Accepted Answer

How do I cancel my order?

If the order has not been processed yet, we will be able to cancel it. Please contact our Customer Care Service through our Contact Form asking for its cancellation.

If the order has already been processed, we won't be able to cancel it. In this case, we suggest you wait for your delivery and once you have received the goods, you will be able to ask for a return by visiting our page Returns&Refunds. Please use this form RETURN FORM

Question 25

Delivery times

Accepted Answer

Timeframe

Orders are delivered on average within:

2 working days from the shipment of the order in Italy (5 days for Major Islands, Calabria and difficult areas) with Express service.
5 working days from order dispatch in Europe with Standard service.
8 working days in all other destinations worldwide with Standard service.

If the Express service is available, delivery will be made within 3 working days from the date of order processing.

All orders are processed automatically, thus it is not possible to change the shipping and delivery times.

Couriers do not deliver on Saturdays, Sundays or public holidays; delivery times may be delayed during public holidays either Italian ones or those of the destination country.

For deliveries to countries outside the EU, customs clearance procedures may cause delays beyond our original delivery estimates.

We strive to adhere to the scheduled delivery times, but during busy periods (sales, Black Friday, Christmas period, etc.) the timing may vary slightly.

Moreover, occasional technical updates to our operating system, or force majeure (such as particularly unfavourable weather conditions) may make certain delivery services temporarily unavailable or affect the time limit for placing an order and the expected delivery times. Nevertheless, we would like to reassure you that we will always continue our efforts to limit these changes as much as possible.

Couriers

We rely on different carriers depending on the country of destination of the goods. Specifically:

Italy > GLS
Europe > DHL
United Kingdom > UPS
United States > UPS

Please note that unfortunately, it is not possible to choose a specific time and day for delivery. You can however contact the courier directly to agree on a possible delivery date.

Question 26

Newsletter subscription

Accepted Answer

How to subscribe

You can sign up from the Home Page, by entering your email address, or while registering to "My Account".

How to unsubscribe

If you do not want to receive our newsletter anymore, click on the link Unsubscribe. It may take up to 7 days for this change to become effective. If you change your mind in the future, you can re-register from our Home Page directly.

Question 27

Paying an order

Accepted Answer

How can I pay for my order?

Orders made on www.alessi.com can be paid by credit card, American Express, PayPal, Google Pay, ShopPay and Apple Pay.

It is not possible to pay by cash, cheque, bank transfer or cash on delivery.

Express check-out is available for payment by ShopPay, PayPal, Apple Pay and GooglePay. By choosing express check-out your data (name, address, ...) will be deduced from one of the payment methods automatically. Once the order is complete, you will receive a confirmation email containing your Order Number and a summary of the purchase details.

Question 28

Lost packages and orders delivered to a wrong delivery address

Accepted Answer

What if my package gets lost or arrives at the wrong address?

First of all, don't worry!

If you have not received your order, your order was delivered to an address other than the one you provided us, or the carrier reports that the package has been lost, we kindly ask you to contact us through our Contact Form. We will initiate an investigation with the carrier.

Question 29

Tracking an order

Accepted Answer

How do I track my order?

Once the order has been dispatched, you will receive a confirmation email with the Tracking number for your order.

You will be able to track and trace your shipment whenever you want. We suggest you to check your spam folder, too.

Question 30

Shipping costs

Accepted Answer

Free shipping

We offer free shipping:

for orders over 149 € with standard service in Europe
for orders over 1750,00 SEK in Sweeden
for orders over 1150,00 DKK in Denmark
for orders over 149 € with express service in Italy
for orders over 149 CHF with standard service in Switzerland
for orders over £149 with standard service in the UK
for orders over $159 in the US.

Free shipping is not available to certain destinations such as Cyprus, Canaries, Alaska and Hawaii.

Shipping fees

Shipping costs may differ depending on the destination.

The minimum transport costs (standard shipping) are:

9,90 € in Europe
115,00 SEK for Sweeden
75,00 DKK for Denmark
8,00 € for Italy
9,90 CHF for Switzerland (customs included)
£9,90 for the UK (customs included)
$11,50 for the US
40,00 € for Cyprus and Canaries
$40,00 for Alaska and Hawaii

You will be able to visualize the specific shipping cost for your order before checking out.

Question 31

Order confirmation e-mail

Accepted Answer

How can I be sure the order has been finalised?

Once the order has been correctly processed and paid, you will receive a confirmation email with the order number and all the info regarding the order placed.

What if I have not received the order confirmation email?

If you do not receive any order confirmation email, this means the order has not been placed.

In cases like this, Alessi does not receive any payment. The payment will remain "pending" on the payment method for a few days (depending on the payment method used and the bank) and the transaction will then be deleted.

Please check the reception of the order confirmation email in the spam folder, too.

Question 32

Shipping fees

Accepted Answer

Free shipping

We offer free shipping:

for orders over 149 € with standard service in Europe
for orders over 1150 DKK with standard service in Denmark
for orders over 1750 SEK with standard service in Sweden
for orders over 149 € with express service in Italy
for orders over 149 CHF with standard service in Switzerland
for orders over £149 with standard service in the UK
for orders over $159 in the US.

Free shipping is not available to certain destinations such as Cyprus, the Canary Islands, Alaska and Hawaii.

Shipping fees

Shipping costs may differ depending on the destination.

The minimum transport costs (standard shipping) are:

9,90 € in Europe
115,00 SEK for Sweeden
75,00 DKK for Denmark
8,00 € for Italy
9,90 CHF for Switzerland (customs included)
£9,90 for the UK (customs included)
$11,50 for the US
40,00 € for Cyprus and the Canaries
$40,00 for Alaska and Hawaii

You will be able to visualise the specific shipping cost for your order before checking out.

Question 33

Invoicing

Accepted Answer

Purchase receipt

For all our orders, we issue a purchase receipt that contains all the order details and the buyer data. The VAT percentage applied is that of the country of destination.

Can I ask for a VAT invoice?

We can issue electronic invoices only if you own an Italian VAT number and only in case of an Italian shipping address. Please send us all the data needed for invoicing through our Contact Form and proceed with the request to the administration department.

For all other countries, we can issue a receipt with all personal/company data but we cannot issue an electronic invoice. We cannot issue VAT-free invoices and the VAT % applied to the goods corresponds to the VAT % of the destination country. In all these cases, a purchase receipt will be issued.

Question 34

Warranty

Accepted Answer

What does the warranty cover and how long does it last?

The warranty covers any manufacturing defects of the product.

Defects resulting from improper usage or maintenance of the item are not covered by warranty. According to the law, the warranty lasts 24 months from the date of purchase, as shown on the receipt/invoice, as stated in paragraph 8.1 of our Terms of Sale.

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