FAQs and Support

How can I register a new account?

Simple! Register from here or click on the top in the shape of a person. A popup will open where you just need to click on "create a new account".

Is registering a new account free?

Registering a new account is always free. At the end of the registration you will receive an email containing the welcome message.

Can I get 10% discount on my order?

The 10% discount is reserved for all first purchases. If yours is the first purchase you can take advantage of the welcome discount directly in the cart during the purchase. Just enter the coupon code BENVENUTO10 in the appropriate box in the cart

Can I register or log in from PC and smartphone?

Yup! You can access our platform from both a PC and a smartphone by accessing the same functions and promotions. Our site is optimized to be responsive and adapt to any type of screen or device.

How can I modify my data or change passwords?

Just log in with your email and password and access your personal area by clicking on the "My Account" icon and click on "Personal Data".

How can I cancel my account?

Just send an email to servizioclienti@duepistudio.it and request the deletion of your data by referring to the email address with which you proceeded during registration.

How can I place an order?

To place an order it is necessary to register by providing the data for the shipment of the products. Registration can also be done after adding products directly from the cart page.

How can I check my order history?

To see all the orders placed on our site, go to the "Account" page and click on "Order History": there will be a list of orders already placed. 

How do I know my order has been confirmed?

Once the payment has been made, you will be redirected to the order confirmation page where the outcome of the order will be announced. For each confirmed order, an email will be sent with the order summary and the total amount paid or to be paid.

Can I place orders by telephone?

No. Unfortunately this method is not yet envisaged as a sales channel. The reasons are mainly related to payment data which cannot be taken over by our staff in any way.

What are the preparation times for an order?

Each order is processed and prepared by our staff within 1 hour of receiving the order and is ready to be delivered to the reference courier.

How can I get my product as soon as possible?

We do our best to ensure fast delivery to all our customers. However, if you want the package to be shipped the same day as the order, you must place it before 11:30 AM. This way we can deliver the package the same morning.

Can I cancel an order that has just been placed?

Our staff is very fast in preparing the orders received. However, you will have the option to cancel your order before it has been dispatched (handed over to the carrier). If the package has already been entrusted to the courier, it will not be possible to cancel the order.

Is there a minimum order that must be respected?

No! However, if you want to get free shipping, the order amount must exceed €150. Below this figure the shipping cost will be applied which depends on the country of destination.

How can I pay for my order?

We offer various payment methods including: PayPal, Credit Card, Bank Transfer, ScalaPay. All the methods described do not include any accessory costs.

How does payment in 3 installments work with ScalaPay?

When choosing how to pay, you have the option to choose the payment method in 3 installments. The order total will be divided into 3 equal installments: the first installment must be paid at the time of purchase, the second after 30 days and the last after 60 days.

Are there any interests when choosing ScalaPay as a payment method?

No. No additional costs will be added to your order. By choosing ScalaPay the total of your order does not change. You will only have the option to pay the same amount in 3 installments.

Can I pay by Bank Transfer?

Of course! However, keep in mind that when you choose this payment method, the delivery times for the product are longer. In fact, we would have to wait for confirmation of receipt of payment from our sales department before being able to process the order.

Do the prices on the site include VAT?

All prices shown on our site are inclusive of VAT. However for some countries of sale the prices shown will be exclusive of VAT.

How can I pay via ScalaPay?

This payment method is available during checkout. When you choose the payment method you will be shown the various options including ScalaPay.

My credit card payment was declined. Because?

The payment circuit to which we entrust our electronic payment service is SiaPay. The reasons for a refusal of a payment can be many: data entered incorrectly, momentary malfunction of the banking circuit, unsuccessful verification.

Where can I find the bank details to make a transfer?

Once the order is completed you will be shown a page containing all the information necessary to make the payment. The same data will be sent to you via email together with all the order data.

What are the expected delivery times?

All orders (except those paid by bank transfer) are processed within 1 hour of receipt and prepared for shipment. Delivery to the courier takes place every morning from Tuesday to Friday around 12. Therefore all orders received on Friday after 12:00 AM, Saturday and Sunday will be shipped on Tuesday. Usually all orders are delivered within 48h / 72h.

Can I use a different address than the billing address?

Yes. During checkout you will have the option to enter a billing address and a destination address for the goods. We remind you that if you want an invoice, you must communicate it during the purchase and enter the Tax Code / VAT number, etc.

With which couriers are the parcels sent?

We currently use two main carriers: UPS and DHL. Delivery times are the same for both. 

Do I have to pay additional expenses when the package is delivered?

No. The courier will have to be paid only if you have chosen cash on delivery as the payment method. For all other payment methods, you do not have to pay anything to the courier.

What are the costs of a shipment?

The cost of shipping in Italy is FREE for all orders over €150. For orders of amounts less than €150, the shipping cost of €10 will be added. For other countries see the shipping costs page.

How can I track my order?

Every time an order is processed and passes into the "Shipped" status, our staff will provide the tracking code of each individual shipment. It will be possible to find this code by going to "Account -> Order History" and selecting the order whose tracking number you want to know.

My package is deposited in a collection center of the courier. Because?

The reasons could be different. For example, the incorrect entry of address data or the impossibility of the courier to find the name on the bell. To prevent this from happening you need to provide all accurate address details. We also always recommend leaving a telephone number which will be provided to the courier.

If the package is being delivered to a collection centre, what should I do?

If the parcel is being delivered to a collection centre, it is possible to contact the local courier to arrange delivery.

If a product does not fit well or is defective, how do I proceed?

Returns can be made within 15 days of receipt of the goods. The operation can be started directly from the order history by selecting the relevant order. Once inside the order page, simply select the products to return and follow the guided procedure on the site.

Is it possible to modify an item of the order?

Only if your order has not yet been processed is it possible to request the exchange of a product present in the order. If, on the other hand, the order has already been processed, it is necessary to carry out the return process.

Can I get a full refund if I send the return at my expense?

Of course! If the return is sent at your expense via a carrier of your liking, the refund will be made in full. So if you paid €100 for your purchase you will get a €100 refund. If, on the other hand, you want our staff to take care of everything, then €10 will be deducted from the refund and you will get a €90 refund.

How long does it take before getting a refund?

Since the product is delivered to our office, the refund usually takes place within a couple of days. The maximum deadline is 14 days. In 90% of cases it occurs within 2/3 days.

How can I get a refund for an order?

The refund of a returned product is made automatically without the user having to do anything. The refund will be made in the same payment methods. In the event that the payment was cash on delivery, our sales office will request the IBAN data to make the refund.

How can I track my order?

Every time an order is processed and passes into the "Shipped" status, our staff will provide the tracking code of each individual shipment. It will be possible to find this code by going to "Account -> Order History" and selecting the order whose tracking number you want to know.

What rules do I have to follow to proceed with the return?

The conditions to be met in order for the return to be accepted are:

- The garments must not have been: worn, washed, altered

- Presence of all the original labels

- Presence of the safety seal

- No signs of wear

With which payment method will I get the refund?

Any refund will be made in the same way the purchase was made. So if you paid with PayPal the refund will be made on PayPal, if the payment was made by credit card you will be refunded on the credit card circuit. If, on the other hand, you had chosen cash on delivery as the payment method for your order, then you will be asked for your bank details to make the refund.