Customer Support

How do I know if my order was placed successfully?

You can verify your order status in three ways:

1. Confirmation Page: At the end of the checkout process, you will see your unique Order Number.

2. Customer Account: If you are a registered user, log in and go to "Order history and details." Your recent purchase will appear there immediately if successful.

3. Confirmation E-mail: You will receive a notification at the e-mail address provided during checkout within one hour.

If you do not receive any notification, please contact our support team to verify the status. You can reach us by phone at +39 0861 857181 or by opening a ticket on our Customer Support page, selecting "Problem creating order."

I’m having trouble completing my order, what should I do?

Please ensure all mandatory fields (marked with an asterisk *) are filled in correctly. If the issue persists, we are here to help: call us at +39 0861 857181 or contact us here.

How can I modify my order?

To request a modification, please contact our Customer Support as soon as possible at +39 0861 857181. To speed up the process, please have your name, order date, and order number ready. Our team will immediately evaluate if the modification is still possible.

How can I cancel my order?

To cancel an order, please contact us at +39 0861 857181. We will process the cancellation and issue a refund based on your payment method:

  1. Bank Transfer: Please provide your IBAN and account holder details for the refund.
  2. PayPal: Direct refund to the PayPal account used for the purchase.
  3. Credit/Debit Card: Refund directly to the card used.
  4. Amazon Pay: Refund via your Amazon Pay account.
  5. Klarna: The refund will follow Klarna’s official policies. Learn more here.

Returns & Refunds

Can I return my order?

Yes. If you are not satisfied with your purchase, you have the right to withdraw from the contract within 14 days of delivery without any penalty. Return shipping costs are the responsibility of the customer unless otherwise agreed. Please note: for hygiene and health safety reasons, we cannot accept returns of products that have been opened, used, or are missing their original seal and intact packaging.

For more legal details, click here.

How do I return a product?

You can proceed in two ways:

  1. Online Procedure: Access the "Order history and details" section of your account and fill out the "Merchandise Return" form. Once approved, you will receive a return label via e-mail to print and include in your package.
  2. Direct Support: Email us at info@pianetacapelli.it or call +39 0861 857181 for detailed shipping instructions.

Billing & Payments

What payment methods are accepted?

  • Advance Bank Transfer: Order processed once payment is received (no extra fees).
  • Credit/Debit Card: Immediate processing (no extra fees).
  • PayPal: Immediate processing (no extra fees).
  • Cash on Delivery (Italy only): Cash payment to the courier upon delivery (a €4.90 handling fee applies).
  • Klarna: Pay in interest-free installments. Find out more about Klarna.

Are prices inclusive of VAT?

Yes, all prices shown include VAT (except for B2B professional accounts).

How can I request an invoice?

Important: Invoices must be requested during checkout. Please fill in the "Company Name," "VAT Number," and "SDI/PEC" fields in the address section. If this information is not provided, a standard fiscal receipt will be issued.

Shipping

How long will it take for my order to arrive?

Delivery usually takes place within 48 working hours from order confirmation, depending on product availability.

Can I ship to an address different from the billing address?

Certainly. You can add and manage multiple delivery addresses directly in your profile or during the checkout process.