Customer Service

HELP & CONTACT

CONTACT US

If you are a returning customer, please insert username and password to access to the contact form.
If you are a new user, please register by clicking on "Create a new account" below.

CALL US

Our Customer Service is at your complete disposal for any questions or concerns. We will answer to your questions from Monday to Friday from 9 am to 5 pm GMT (London time).
Call us at your dedicated number displayed in our contacts page.
Please note that Customer Service is closed on the following days:

  • 01/01/2014
  • 17/03/2014
  • 21/04/2014
  • 05/05/2014
  • 02/06/2014
  • 04/08/2014
  • 27/10/2014
  • 24/12/2014, from 1.00 pm
  • 25/12/2014
  • 26/12/2014

For specific information on the products, we invite you to contact the brand directly.

PAYMENTS

PAYMENT METHODS

Our online store accepts payments via PayPal, Credit Card and Bank Transfer. You may select from these payment methods at the end of the order process. All payments will be remitted to Zerogrey S.r.l. a socio unico, who manages the online sales operations of the Pollini Online Boutique online store.
At no time is Zerogrey S.r.l. a socio unico able to accept cash payments, either directly or sent via email.

Please note: This online shop operates from the European Union and, as such, all transactions are ultimately made in Euro (unless otherwise displayed). If you are paying using another currency, the currency conversion will be based on that day's exchange rate. There is no extra cost for currency conversion.

PAYPAL

PayPal permits any company or individual consumer who has an email address to send and receive payments in a safe, secure manner. Clicking the "Pay with Paypal" link will take you to PayPal's secure website. Once there, if you already have a PayPal account, you can simply proceed to authorise your payment.
If you do not have a PayPal account, you can register for free and securely enter your credit card information (prepaid cards are also accepted). You will then be able to send order payments to Zerogrey S.r.l. a socio unico with the simple click of your mouse.
You can also use your current bank account to apply funds to your PayPal account, from which you can subsequently make payments.
The usage of PayPal as an online payment tool is free.

CREDIT CARDS

You can pay at the Pollini Online Boutique online store using credit cards, including Visa, MasterCard, American Express, Diners Club, JCB, Laser Card and Maestro.
The payment occurs over a secure server (SSL) with a 128-bit encryption key. Over this secure system, your credit card information is sent directly to the applicable banking authority over a secured, encrypted connection.
No individual within Zerogrey S.r.l. a socio unico, at the Pollini Online Boutique online store or over the Internet has access to your credit card information at the moment of purchase or at any time.
Your secure transaction will appear on your bank statement accompanied by the description Zerogrey S.r.l. a socio unico or ZerogreyWeb or ZerogreyMaster. The total amount spent will be debited from your account immediately and the Zerogrey S.r.l. a socio unico team will process the order.
Orders paid using credit cards are processed faster than those paid via the alternative accepted payment methods, as communication of the payment to Zerogrey S.r.l. a socio unico is instantaneous.

BANK TRANSFERS

You have the option of paying for your purchases using a Bank Transfer. To make a Bank Transfer, please follow these steps:

  1. Select Pay by Bank Transfer;
  2. Take note of the on-screen instructions for completing the payment. You will be given our IBAN and BIC/SWIFT bank details;
  3. Contact your bank and arrange payment to the bank account given.

IMPORTANT: Ensure to include the "payment reference number" in the description or reference field of your bank's specific transfer form.

Your order will be processed once payment has been received. This usually takes an average of 3 business days although this may take as long as 10 business days. As banking delays are beyond Zerogrey's control, we are unable to reserve stock during this period. If you require a faster service, please pay by Credit Card or another immediate payment method.
Customers are required to pay all banking costs related to their bank transfer. Failure to do so will result in refusal of payment and shipping delays.

MONEYBOOKERS

Moneybookers is one of Europe's largest online payment systems and among the world's leading eWallet providers with over 12 million account holders. The simple eWallet enables any customer to make online payments conveniently and securely without revealing personal financial data. If you don't have a Moneybookers account yet, please sign up via www.moneybookers.com or simply select this payment method on the checkout page, create a password and your new account will be registered automatically when the payment is complete.

REFUNDS

HOW TO REQUEST A REFUND

You can return any product within 30 days from the delivery date, and be fully refunded. Here are the steps to follow to request a refund:

  1. Complete the online Return procedure by entering your account and clicking on "My orders". Click on the "Return product/s" button next to your order code and follow the instructions until your return has been correctly registered;
  2. Print the Return form, and insert it inside the package. On the Return form, circle the "Refund" option.

REFUND AMOUNT

Please note that, as an integral part of Zerogrey's return policy, all refunds will be granted free of charge to the original purchaser. However, the cost of returning the product/s to our warehouse, whether by courier or postal service, is solely payable by the customer. The customer will be refunded the value of the returned product/s only.

REFUND PROCEDURE

This online shop operates from the European Union and, as such, all transactions are ultimately made in Euro. If you live outside the Euro zone, the Euro value of the product will be converted into your currency on the day the refund is processed.

IMPORTANT: Returned products that were paid for via national bank transfer will be refunded by bank transfer. To allow us proceed with the refund you will have to insert your bank details directly into the Return form.

REFUND TIMES

The refund will be processed as soon as the returned product/s arrive in our warehouse and your return has been processed. Please note: If you paid by credit card, refunds can then take up to 4 weeks to appear in your bank statement. Also, please be aware that the refund will appear in your statement under the name Zerogrey or ZerogreyWeb.

IF YOU HAVE AN ISSUE WITH THE PRODUCT YOU RECEIVED

For any issues with the product received, please contact our Customer Service: we will be glad to offer you an appropriate solution.

RETURNS

RETURN POLICY

Products must be returned within 30 days of delivery.
Returned products must be unworn, unwashed and unaltered.
Returned products must have all the original labels attached and be in their original packaging.
You must complete the online Return Process to register your return on our system (see below for more details).

HOW TO REQUEST A REFUND

  1. 1. Complete the online Return procedure by entering your account and clicking on "My orders". Click on the button "Return Product/s" next to your order code, and follow the instruction until your return has been correctly registered;
  2. 2. Print the Return form, and insert it inside the package. On the Return form, circle the "Refund" option.

Please note that some products come in one size/colour/length only. These products can therefore not be changed for a different size/colour/length/etc. If you wish to change such a product, we invite you to contact our Customer Service before starting the online Return procedure.

FREE RETURN

At Pollini Online Boutique we wish our customers to enjoy peace of mind while doing their online shopping. This is why we decided to offer you the possibility to return your orders at no expense, with an easy and hassle-free return procedure. Once the Return form has been filled in, you will just need to contact our Customer Care and choose the day that suits you most: we will send one of our couriers directly at your door!.

SHIPPING AND DELIVERY INFORMATION

DELIVERY INFORMATION

In order to ensure prompt and timely delivery to our valued customers, Pollini Online Boutique online store partners with the best express delivery services available. Delivery services are selected according to the destination of your shipment, as well as the type of the product(s) being shipped. Click here to find a list of the countries to which Pollini Online Boutique online stores sends and an estimated cost of shipment to each.

The cost of shipment will be listed in your Shopping Cart and will be added to the total cost of your order on the Checkout screen.

The total amount will be charged to you upon your confirmation of payment.

COUNTRIES & COSTS

  • Albania: EUR 19.16
  • Algeria: EUR 31.68
  • Argentina: EUR 28.48
  • Armenia: EUR 19.16
  • Australia: EUR 28.48
  • Austria: EUR 5.65
  • Azerbaijan: EUR 19.16
  • Bahrain: EUR 25.30
  • Belarus: EUR 26.76
  • Belgium: EUR 5.65
  • Bosnia And Herzegovina: EUR 19.16
  • Brunei Darussalam: EUR 25.30
  • Bulgaria: EUR 10.57
  • Canada: EUR 14.49
  • Cote D'ivoire: EUR 28.48
  • Croatia: EUR 13.54
  • Czech Republic: EUR 10.57
  • Denmark: EUR 5.65
  • Egypt: EUR 28.48
  • Estonia: EUR 10.57
  • Finland: EUR 5.65
  • France: EUR 5.65
  • Georgia: EUR 19.16
  • Germany: EUR 5.65
  • Gibraltar: EUR 12.92
  • Greece: EUR 5.65
  • Hong Kong: EUR 28.48
  • Hungary: EUR 10.57
  • Iceland: EUR 12.92
  • India: EUR 28.48
  • Indonesia: EUR 28.48
  • Ireland: EUR 5.65
  • Israel: EUR 31.68
  • Italy: EUR 5.99
  • Japan: EUR 25.30
  • Jordan: EUR 31.68
  • Kazakhstan: EUR 36.63
  • Korea, Republic Of: EUR 28.48
  • Kuwait: EUR 25.30
  • Kyrgyzstan: EUR 36.63
  • Latvia: EUR 10.57
  • Lebanon: EUR 31.68
  • Liechtenstein: EUR 12.92
  • Lithuania: EUR 10.57
  • Luxembourg: EUR 5.65
  • Macao: EUR 28.48
  • Macedonia, Republic Of: EUR 19.16
  • Malaysia: EUR 28.48
  • Malta: EUR 10.57
  • Mexico: EUR 28.48
  • Moldova, Republic Of: EUR 12.92
  • Monaco: EUR 5.65
  • Morocco: EUR 31.68
  • Netherlands: EUR 5.65
  • New Zealand: EUR 28.48
  • Norway: EUR 12.92
  • Oman: EUR 28.48
  • Philippines: EUR 28.48
  • Poland: EUR 10.57
  • Portugal: EUR 5.65
  • Qatar: EUR 28.48
  • Romania: EUR 10.57
  • Russian Federation: EUR 26.76
  • Saudi Arabia: EUR 28.48
  • Singapore: EUR 25.30
  • Slovakia: EUR 10.57
  • Slovenia: EUR 10.57
  • South Africa: EUR 28.48
  • Spain: EUR 5.65
  • Sweden: EUR 5.65
  • Switzerland: EUR 12.92
  • Syrian Arab Republic: EUR 31.68
  • Taiwan, Republic Of China: EUR 28.48
  • Tajikistan: EUR 36.63
  • Thailand: EUR 28.48
  • Tunisia: EUR 31.68
  • Turkey: EUR 12.92
  • Turkmenistan: EUR 36.63
  • Ukraine: EUR 19.16
  • United Arab Emirates: EUR 25.30
  • United Kingdom: EUR 5.65
  • United States: EUR 14.49
  • Uzbekistan: EUR 36.63
  • Venezuela: EUR 28.48
  • Viet Nam: EUR 29.77

ORDER PROCESSING

Orders are processed between 9am and 5pm GMT Monday to Friday. Orders placed after 5pm on Friday evening will be processed the following Monday.

  • - Products listed in the Pollini Online Boutique online store as "In Stock", "High" or "Low" will be processed and sent within 1 or 2 working days from the receipt of your payment by Zerogrey S.r.l. a socio unico;
  • - "Availability: Low" simply means that the product is in stock but that the customer should purchase the product quickly as it may sell out soon. It will be sent within 1 or 2 working days;
  • - In the event that products are listed as "Availability: On Request", they will be sent within 3 consecutive working days following their receipt in Zerogrey S.r.l. a socio unico warehouse(s). Please note that it can therefore take up to several weeks to ship "On Request" items.

Please be aware that first-time buyers may encounter processing delays due to necessary identity and information clarification.

KEEP AN EYE ON YOUR ORDER

In order to review and verify the information relating to your order, please log in to your account on this website and click on My Orders. On the "My Orders" page, click your order number to view your order details.
In order to follow the initial progress of your order through our system, you can view its "Status" beside each order number in "My Orders". Once the package is sent, you will receive a tracking number. You can enter this number on the courier's homepage to track the real-time shipping status of your order from initial shipment to arrival.

DELIVERY TIMES

In general, shipments in Italy are delivered within 24 to 48 hours from the time of sending.
Shipments to the rest of the European Union take approximately two-three days.
Shipments to the rest of the world take approximately four-five working days (not accounting for customs delays).

DUTIES AND TAXES

Inside the European Union

There are no additional custom fees or duties on products shipped to countries within the European Union. Customers will not have to pay anything extra on receipt of their products.

Outside the European Union

Shipments to destinations outside the European Union are exempt from Italian Value Added Tax. However, they may be subject to import taxes or customs duties that will be determined when the package reaches its country of destination. Such customs duties are solely payable by the receiver of the package, who will pay said fees to the shipping service or to the proper governing authorities.

Shipping to the United States of America

As above, products shipped to the USA are subject to custom fees and import duties. The receiver of the package is responsible for paying these fees. Also, US customs require that the receiver provides a social security number or Non US Citizen Import Number - CBP Customs Border Protection Assigned Number. Please note that orders over 250 dollars may experience slight delays in US customs.

Failure to clear customs

The onus is on the customer to ensure that their package clears customs by providing customs with all the necessary information and/or fees. If your package does not clear customs, it will be returned to our warehouse. See our Return Policy for more information.

IMPORTANT: If you requested a change of the product you originally ordered, the new shipment might still be subject to import taxes/duties from the International Customs Authorities.

SHOP INFO

ABOUT US

http://www.pollini.com is the one and only official online store where you can purchase your favorite Pollini Online Boutique products and receive them directly to your home!
Browse our online catalogue to see all the the features of our products, and place your orders in few steps: our team will deliver your order directly to your home.
http://www.pollini.com online store has entrusted the management of our online sales, operations, technology and Customer service to Zerogrey, the worldwide leader in providing e-commerce services and solutions of the highest quality for leading international companies.

HOW TO PLACE AN ORDER

Placing an order on http://www.pollini.com is quick and easy!
If the product you want to buy is displayed on our online catalogue, just select the information requested in the product page and click on "Purchase"; if you have already registered an account on our online store, you will be redirected to the checkout page and guided through the whole purchase procedure. If you are a new user, you will be asked to insert some basic information for the creation of your account, and you will be then able to complete your purchase following our guided procedure.

YOUR ACCOUNT

After placing your order on http://www.pollini.com, you will have the possibility to see all the details by entering your account, clicking on "My orders". From your account, you will see the date, the content, the amount and the delivery address of your order, and of course your order status. You will also have the possibility to contact our Customer Service by clicking on the "Ask now" button next to your order, and do the Return procedure within 30 days from the delivery of your order.

COPYRIGHT & TRADEMARKS

The design of this online shop and all the material contained within (for purely illustrative purposes: the trademarks, the logos, the HTML code, the scripts, the texts, the creative design, the images) are an integral part of the Pollini Online Boutique online store and are protected by Copyright. Any unauthorized use of this content, including the copying, the inclusion of and the association with content not originating within this website is not permitted and will prosecuted via the utmost legal means.

GENERAL SALES CONDITIONS

Index

1. Definitions
2. Subject Matter
3. Execution of the Sale and Purchase Agreement
4. Availability of the Products
5. Price and shipping costs
6. Placement of Orders
7. Methods of payment
8. Shipping and delivery of Products
9. Right to Withdraw
10. Flaws/defects of Products
11. Product Liability
12. Privacy
13. Errors and/or inaccuracies in the On-Line Shop
14. Intellectual Property
15. Applicable Law
16. Contacts

1. Definitions

The terms and expressions listed hereunder shall have the meaning specified in the definition, being understood that terms defined in the singular form are to be considered defined even in the plural form.
● Customer means any person or company purchasing one or more Products in the On-Line Shop, accepting the General Conditions.
● General Conditions mean these general conditions and any possible new future version which may be published on the On-Line Shop by Zerogrey Srl.
● Order Confirmation means the e-mail message by means of which Zerogrey Srl informs the Customers of the acceptance of the Orders.
● Sale and Purchase Agreements mean the sale and purchase agreements of the Products entered into between Zerogrey Srl and the Customers.
● On-Line Shop means a virtual shop, managed by Zerogrey Srl and accessible at URL http://www.pollini.com where Products are available for sale.
● Orders mean the purchasing orders of the Products placed by the Customers pursuant to the General Conditions and in accordance with the procedure set out under clause 6.
● Parties means Zerogrey Srl and the Customers, when jointly referred.
● Price means the sale price of the Products as specified in the On-Line Shop with reference to each Product.
● Products mean the products published in the On-Line Shop for sale.
● Zerogrey Srl means Zerogrey S.r.l. a socio unico with registered offices in Torino, Via L. Colli, 15 , Chamber of Commerce of Turin registration No. 08003340018, REA 938258, acting as dealer of POLLINI RETAIL SRL for the retail sale of the Products in the On-Line Shop.
● Account means the space in the On-Line Shop where Customers are allowed, following authentication to: (i) monitor and update personal data and addresses where the ordered Products are to be shipped and delivered; (ii) view previous Orders; (iii) have access to any other specific function/setting concerning their activity in the On-Line Shop.

2. Subject matter

2.1 The General Conditions apply to all the Sale and Purchase Agreements and form an essential part of the latter.
2.2 Zerogrey Srl has the right to modify the General Conditions at any time, being understood that the version of the General Conditions to be applied to the Sale and Purchase Agreements shall be the one published in the On-Line Shop at the time the Orders are placed by the Customers.
2.3 In case of conflict between the General Conditions and other possible terms and conditions applicable to the Sale and Purchase Agreements published in the On-Line Shop, the terms and conditions more favourable to the Customers shall apply.

3. Execution of Sale and Purchase Agreement

3.1 Zerogrey Srl undertakes to send the Order Confirmation to the Customers within 2 working days from receipt of the Orders from the Customers.
3.2 Sale and Purchase Agreements are deemed entered into between the Parties at the time the Customers receive the Order Confirmation. Should Customers not receive the Order Confirmation within the term under clause 3.1, the relevant Order shall be deemed as rejected by Zerogrey Srl and thus have no effect.
3.3 By placing the Orders, Customers declare to have read all the instructions which refer to the methods of payment of Products pursuant to clause 6. and declare to have fully accepted the General Conditions and to have read all additional information available in the On-Line Shop, including information accessible through links.
3.4 The Orders will be recorded in the On-Line Shop's database in accordance with the provisions set out by Legislative Decree n. 196 of 30 June 2003 (Italian Privacy Law) and shall be accessible by the Customers by contacting Zerogrey Srl at the contact details specified under clause 16 or by accessing the Account.

4. Availability of the Products

4.1 Save for the provisions under clause 4.6, Zerogrey Srl, with reference to each Product published in the On-Line Shop, specifies whether:
(i) the Product is available at its warehouse;
(ii) the Product is not available at its warehouse;
(iii) the Product is available on demand;
(iv) the Product is customizable.
4.2 The range and availability of the Products published in the On-Line Shop may vary from time to time, being understood that this shall not cause Zerogrey Srl to be deemed liable vis-à-vis the Customers.
4.3 The availability of the Products indicated in the On-Line Shop is by no means binding. Should a Product (indicated as available at the time the Order was placed by the Customer) no longer be available, Zerogrey Srl, save for the provision set forth under clause 3.2, undertakes to inform such Customer, by email, on when the ordered Product/Products is/are expected to be available again. The Customer is entitled to withdraw the Order within 24 hours from receipt of the above communication sent by Zerogrey Srl (notwithstanding the provision governing the right for withdraw under clause 9).
4.4 Should a Product bear the indication available "on demand", this means that such Product is currently not available at Zerogrey Srl's warehouses and that Zerogrey Srl will be able to order it at the central warehouses of the Pollini Online Boutique.
4.5 Should a Product bear the indication "customizable", this means that such Product may be modified/adapted/customized following Customers' specific requests. In this case, the Customers must specify their requests in the relevant space at the time of placement of the Order and Zerogrey Srl, after having sent the Order Confirmation, undertakes to:
(i) communicate to the Customers, by email, the terms for the shipment of the customized Product; such term must be considered as a mere indication and is by no mean binding for Zerogrey Srl;
(ii) inform the Customers, by email, of when the customized Product shall be available at its warehouses.
4.6 Zerogrey Srl has the right not to indicate the availability of the Products (or part of the Products) in the On-Line Shop.

5. Price and shipping costs

5.1 The Price is in € (euros). The applicable Price is the one published in the On-Line Shop at the time the Orders are placed by the Customers.
5.2 The Price is inclusive of VAT (21%) if the Products are shipped by Zerogrey Srl and delivered inside the European Union. The Price is not inclusive of VAT if the Products are shipped by Zerogrey Srl and delivered outside the European Union.
5.3 The Price does not include shipping costs. Zerogrey Srl may request that the Customers bear part of the shipping costs, being understood that such amount will depend on the kind of delivery, the quantity of shipped Products, the volume, the weight and the destination of the Products.
5.4 The part of the shipping costs to be borne by the Customers following Zerogrey Srl's request indicated under clause 5.3, if any, is indicated, separately from the Price, before the Order is placed by the Customers and shall be paid by the Customers jointly with the payment of the Price according to clause 7.
5.5 Any possible tax, levy, expense or other duty provided for by the laws of the country in which the Products are shipped and delivered are to be entirely borne by the Customers.

6. Placement of the Orders

6.1 In order for the Customers to place their Orders, registration at the On-Line Shop is required; such registration may be obtained by entering the information and data indicated as "mandatory" and by selecting a password to be used when placing the Orders and when accessing the Account any time later.
6.2 The Customers may purchase the Products by selecting them in the relevant section of the On-Line Shop dedicated to the Product category searched and putting them in the "cart". When the Products the Customers wish to purchase are more than one, the above procedure shall be repeated, by clicking on "add to your cart". Once the selection of Products is complete, the Customers will be bound to proceed with registration pursuant to clause 6.1, if not yet registered. For registered Customers, instead, authentication will be required by typing password and login in the relevant fields and clicking "proceed to check out". Once the data relating to the selected Product/s and the "shipping/ delivery information" is verified, the Customers must choose among the available methods of payment provided for by clause 7. Once a method of payment is selected, the Customers may proceed to place the Orders by clicking "send".

7. Methods of payment

7.1 The Customers may pay the Price (and the part of the shipping costs requested by Zerogrey Srl as indicated under clauses 5.3 and 5.4) by means of credit card, Pay Pal, bank wire or other methods of payment indicated by Zerogrey Srl in the On-Line Shop. Zerogrey Srl has the right to modify the methods of payment available to the Customers, at any time, being understood that available methods of payment are those indicated by Zerogrey Srl in the On-Line Shop at the time the Orders are placed by the Customers.
7.2 If the payment is made by credit card, Customers will be charged with the Price (and with the part of the shipping costs requested by Zerogrey Srl as indicated under clauses 5.3 and 5.4), once the credit card data is verified and the authorization from the company issuing the credit card is received, upon the Confirmation Order being sent by Zerogrey Srl. Credit card data entered during the ordering procedure is protected and is transmitted directly to the bank in charge of the payments. The payment is made on a safe server directly, with an SSL deciphering key so as to guarantee total safety in the transaction. The credit card data is not accessible by Zerogrey Srl or third parties, neither at the time of placement of the Orders nor later. In order to guarantee safety and functionality in credit card transactions to the Customers, Zerogrey Srl offers the virtual POS – BIBIT method of payment - provided by the Royal Bank of Scotland Group. For this reason the credit card's statement of account of Customers will bear reference to the "BIBIT payment" or "zerogreyweb" as reason for payment.
7.3 The payment by bank wire shall be made by the Customers using the bank details provided in the On-Line Shop, specifying in the reason for payment the order number (including the initial letters), which Zerogrey Srl communicated at the time the Order was placed by the Customers and in the Order Confirmation.
7.4 If payment of the Price is made by PayPal, at the time the Orders are placed by the Customers, the web session shall be redirected on PayPal's safe Web site. On such Web site, the Customers will be able to complete the payment of the Price (and the part of the shipping costs requested by Zerogrey Srl as indicated under clauses 5.3 and 5.4) using their own PayPal account and in accordance with PayPal conditions for utilization of service, which Customers will have accepted either at the time or previously. The Price (and the part of the shipping costs requested by Zerogrey Srl as indicated under clauses 5.3 and 5.4) shall be charged on Customers' PayPal account upon the Confirmation Order being sent by Zerogrey Srl.
7.5 If requested by the Customers upon placing the Orders, Zerogrey Srl shall send regular invoices by e-mail or mail on the basis of the information provided by the Customers. No amendment of the invoices shall be possible after the invoices have been issued by Zerogrey Srl.
7.6 Information received from Zerogrey Srl pursuant to clause 7. shall be solely utilized by Zerogrey Srl for the sake of completing all relevant sale procedures and for reimbursement procedures should Customers exercise the right of withdrawal provided for by clause 9.

8. Shipping and delivery of the Products

8.1 Being understood that "shipping" of Products means the delivery of the latter to the couriers selected by Zerogrey Srl pursuant to clause 8.2, Zerogrey Srl undertakes to ship the Products:
(i) when the Products are available (as defined under clause 4):
- within 3 working days from receipt of the communication authorizing the charge of payment as under clause 7.2 if payment is made by credit card;
- within 3 working days from the time the confirmation of the payment is made available if the payment is made with methods different from credit card;
(ii) should one or more Products become unavailable as in the case under clause 4.3, save for the right of Customer to withdraw the Order pursuant to clause 4.3, within 3 days from the time such Product or Products are once again available at Zerogrey Srl's warehouses;
(iii) in case of "on demand" Products (as defined under clause 4.4) within 3 working days from the time such Products are available at Zerogrey Srl's warehouses.
(iv) in case of "customized" Products, within 3 working days from the communication indicated in clause 4.5 (ii);
(v) in case the availability of one or more Products is not indicated (as in the option under clause 4.6) and the Products are available at Zerogrey Srl's warehouses at the time of placement of the Order by the Customers:
- within 3 working days from receipt of the communication authorizing the charge of payment as under clause 7.2 if payment is made by credit card;
- within 3 working days from the time the confirmation of the payment is made available if the payment is made with methods different from credit card;
(vi) in case the availability of one or more Products is not indicated (as in the option under clause 4.6) and the Products are not available at Zerogrey Srl's warehouses at the time of placement of the Orders by the Customers, within 3 working days from the time the Products are available at Zerogrey Srl's warehouses.
8.2 Zerogrey Srl guarantees the shipment of the Products worldwide by means of express couriers selected on a case by case basis depending on the Product ordered and on the destination. The Products are shipped by Zerogrey Srl, and delivered by the courier selected by Zerogrey Srl, at the address indicated by the Customers at the time of registration as under clause 6.1 or at a different address specified at the time the Order is placed.
8.3Zerogrey Srl undertakes to use its best effort to ensure that the Products shipped pursuant to clauses 8.1 and 8.2 shall be delivered by the selected couriers:
- in Italy within 48 hours from the date of shipment;
- outside Italy within 10 days from the date of shipment.
8.4 The delivery terms under clause 8.3 may not, under any circumstance, be considered binding as Zerogrey Srl is unable to directly monitor the deliveries of the selected couriers; therefore, Zerogrey Srl cannot be held liable in case of breach of the delivery terms mentioned under clause 8.3.
8.5 In order to allow the Customers to monitor the progress of the Orders, Zerogrey Srl shall issue an Order number which, once inserted in the "my order" section – accessible from any page of the On-Line Shop – allows to verify all information concerning the Orders.
8.6 The Customers may also verify the progress of Orders utilizing the "Order Tracking" function if such service is provided by the courier selected by Zerogrey Srl for the delivery. Such check is available to the Customers only after the shipment of Products and by utilizing tracking data communicated by Zerogrey Srl via e-mail.
8.7The Customers, or authorized third parties who will be at the address indicated in the Order Confirmation at the time of delivery, are obliged to check that:
(i) the Products correspond to the content of the courier's delivery slip (DDT) both as regards to the quantity and type.
(ii) the parcel/package of the Products is intact, undamaged, not wet nor in any way altered even with reference to the securing material.
8.8 Any damage to the parcel/packaging of the Products must be immediately claimed by the Customers by means of a comment expressing "control reserve" to be written on the courier's slip acknowledging delivery. It is understood that once the slip is signed without any claim, the Customers will not be entitled to claim any exterior defect of the delivered Products.
8.9 The Products may be delivered by couriers only to the Customers or to third parties authorized by the Customers. The receiving party is obliged to sign the slip in order to certify the occurred delivery. Couriers do not deliver at postal office boxes nor by inserting the Products in letter boxes or similar.

9. Right to withdraw

9.1The Customers who are "consumers" (i.e. private persons acting for scopes not included in any commercial, craftsman or professional activity carried out in their business), have the right, in accordance with and pursuant to article 64 of the Italian Legislative Decree n. 206 of 2005, to withdraw from the Sale and Purchase Agreement within 30 days from receipt of the Products. Customers may exercise their right to withdraw from the Sale and Purchase Agreement by sending an e-mail to Zerogrey Srl to the address specified under clause 16. Such communication shall include:
(i) the intention to exercise the right to withdraw;
(ii) the details of the Order generating the Sale and Purchase Agreement from which they intend to withdraw.
9.2In case the Customers exercise the right to withdraw pursuant to this clause 9:
(i) Customers undertake to return the Products within 10 working days from the date in which withdrawal was communicated by the Customers as indicated under clause 9.1;
(ii) all costs connected to the return of the Products are entirely borne by the Customers;
(iii) Zerogrey Srl undertakes to reimburse the Price in the shortest time possible and, in any event, within 30 days from the date in which withdrawal was communicated by the Customers as indicated under clause 9.1, provided that:
- the Products have been returned and are intact;
- the original package has also been returned and is intact;
- the accessory items and instructions manual, if any, are returned and are intact;
- the Products have not been utilized;
(iv) Zerogrey Srl shall communicate to the Customers the methods for reimbursement of the Price and to this extent it shall be entitled to require to the Customers the relevant banking data (IBAN and name of account holder).
9.3 Should the Customers not exercise the right to withdraw in accordance with terms and conditions set out under this clause 9., the Customers shall have no right to reimbursement of the Price.
9.4 As an alternative to exercising the right to withdraw provided for by this clause 9., "consumer" Customers hold the option to "change product" according to the terms and conditions specified on the On-Line Shop.

10. Products' flaws / defects

10.1 Should the Products bear a warranty from the producer (commercial/conventional warranty), any possible flaw and defect of the Products must be communicated by the Customers directly to the producer in accordance with the terms and conditions indicated in the warranty.
10.2 "Consumer" Customers (as defined under clause 9.1) have the rights granted to the "consumers" by article 130 of Legislative Decree n.206 of 2005; such rights must be exercised in accordance to the terms provided for by article 132 of the above mentioned Decree.

11. Product liability

The producer of the Products shall be liable for whatever damage caused by the Products' flaws and/or defects.

12. Privacy

Zerogrey Srl undertakes and guarantees that personal data shall be treated in accordance with the provisions set out under Legislative Decree No. 196 of 2003 (Italian Personal Data Protection Law) and further modifications. Details referred to the treatment of data are communicated to the Customers at the time of registration as under clauses 6.1 or 6.2.

13. Errors and inaccuracies in the On-Line Shop

13.1 Zerogrey Srl undertakes to constantly check the On-Line Shop in order to avoid any possible error or inaccuracy. However, it is possible that the On-Line Shop bears, or might bear, errors, inaccuracies or oversights from time to time.
13.2 Zerogrey Srl has the right to amend the errors, inaccuracies or oversights contained in the On-Line Shop even after an Order has been placed as well as the right to modify and update the information at any time without any prior notice to the Customers.

14. Intellectual Property

All intellectual property rights connected to the On-Line Shop (including its contents) are the exclusive property of Zerogrey Srl and/or POLLINI RETAIL SRL; the On-Line Shop and its contents shall not be reproduced, either partially or entirely, transferred by electronic or conventional means, modified, linked or utilized in any way, without prior written consent from Zerogrey Srl.

15. Applicable law

15.1 The General Conditions and the Sale and Purchase Agreements are governed by, and construed in accordance with, the laws of the Republic of Italy (in particular by Legislative Decree No. 206 of 06/09/2005 –clauses from 50 to 67 – and by Legislative Decree No. 70 of 09/04/2003 on e-commerce) and shall be interpreted accordingly.
15.2 Any dispute arising from, and in connection with, the General Conditions and/or the Sale and Purchase Agreements shall be submitted to the exclusive jurisdiction of the Court of Turin.

16. Contacts

For further information and assistance on the On-Line Shop and/or on the methods of purchase on the On-Line Shop and/or on the Sale and Purchase Agreements, the Customers may contact Zerogrey Srl through our customer service or by letter at the following address:
Zerogrey S.r.l. a socio unico Via L. Colli, 15 10128 Torino Italy

CUSTOMER SERVICE

Our Customer Service is at your complete disposal for any questions or concerns.
We will answer to your questions from Monday to Friday from 9 am to 5 pm GMT (London time).
Call us at your dedicated number displayed in our contacts page, or contact us via email through our contact form.

Pollini offers you a free return on all orders

The return procedure is quick and easy: once your order is delivered, visit the section "My Orders"; choose the order you wish to return and click on "return product" or "change product". Fill the return form, print it and insert it in the package. Notify your request to our Custome Care: choose the day that suits you most, we will send one of our couriers directly at your door!

for more info, visit our Help Area

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