FAQ
Some brief useful information
PAYMENTS
WHAT PAYMENT METHODS DO YOU ACCEPT?
You can pay by credit card Visa, Mastercard, American Express and PayPal.
I HAVE ALREADY PAID FOR MY ORDER BUT IT HAS NOT BEEN SHIPPED YET.
Payment for the order occurs following verification of the availability of the Products, and close to shipment.
I CANCELLED MY ORDER BUT I DIDN'T RECEIVE ANY CREDIT.
If your order has not been shipped and is cancelled before shipping, no charge has been made. If you have any doubts about the release of the pre-authorized amount, please contact your credit card Customer Service.
ORDERS
IS IT POSSIBLE TO ORDER BY PHONE OR EMAIL?
Yes, you can make purchases over the phone by contacting our Customer Service at +39 055 23 02 176. Alternatively, you can contact us by email at the following address: customercare@ilborgo.it
I SAW A PRODUCT THAT IS “OUT OF STOCK”. WILL IT BE AVAILABLE AGAIN IN THE FUTURE?
It is possible that an item not in stock will be replenished. We invite you to periodically check the actual availability of the products and to contact our Customer Service for further information.
CAN I EXCHANGE A PRODUCT?
Unfortunately, we are currently unable to make exchanges for items purchased from our online store. You will receive a refund for the returned product; any shipping costs will not be refunded.
I WOULD LIKE TO CANCEL/MODIFY MY ORDER.
It is possible to partially or totally cancel the order before its confirmation, by contacting our Customer Service by phone or email. It is not possible to change the sizes chosen or request the replacement of the models originally purchased.
CAN I PLACE AN ORDER IN THE NAME OF MY COMPANY?
No, it is not possible to make the invoice out to a company, since the sale is intended for exclusive private use; you can however use your company address for the delivery of your order.
CAN I REQUEST A TAX FREE REFUND FOR PURCHASES MADE ON THE SITE?
It is not possible to request a Tax Free refund for purchases within countries with the same customs rules.
SHIPPING
WHICH COUNTRIES DO YOU SHIP TO?
Shipments are possible to the following destinations:
- Italy, Vatican City, San Marino, EU Member States (Austria, Belgium, Bulgaria, Czech Republic, Cyprus, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden);
- Liechtenstein, Monaco, United Rhine, Switzerland;
- Saudi Arabia, Australia, Canada, China, Hong Kong, Israel, Japan, Qatar, South Korea, USA
The shipping country must still match the billing country.
WITH WHICH SHIPPING COMPANY WILL I RECEIVE MY ORDER?
Shipments are made with leading couriers.
HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?
The time required to process the order depends on the availability of the products in stock. Shipping times vary from 3 to 5 days depending on the destination country in the case of a Standard delivery.
WHAT ARE THE SHIPPING COSTS?
Shipping is free to most destinations.
A flat rate cost of €25.00 is applied for shipments of Orders with a total amount of less than €500.00 with the following destination: Saudi Arabia, Australia, Canada, China, South Korea, Japan, Hong Kong, Israel, Qatar, USA
HOW CAN I TRACK MY SHIPMENT?
You can track your shipment directly on the Courier's website by entering the tracking number shown on the invoice.
I WOULD LIKE TO CHANGE THE SHIPPING ADDRESS OF MY ORDER?
It is possible to change the shipping address before confirming the order, by contacting our Customer Service by phone or email; the delivery country must always coincide with the billing country.
RETURNS
HOW MUCH TIME DO I HAVE TO MAKE A RETURN?
The products must be delivered to the courier within 14 days from the date of receipt of the same, as indicated in our Conditions of Sale, with the exception of personalized or made-to-measure orders.
HOW CAN I MAKE A RETURN?
Contact our Customer Service to activate the return procedure; included in the Product package you will find the return form. The related costs are borne by Il Borgo Cashmere if carried out with the appointed courier, otherwise the costs and related risks will be borne by the Customer.
For destinations outside Europe, shipping costs for returning the Products will be borne by the Customer. To learn more about return policies, consult the Conditions of Sale.
HOW WILL THE RETURNED PRODUCT BE REFUNDED?
The refund will be made directly to the credit card used for the purchase, within a maximum of 30 days from the date of receipt of the product in our warehouses. Borgo Cashmere is not responsible for any delays that may depend on the banking institution.
IF I RETURN A PRODUCT, WILL YOU ALSO REFUND THE SHIPPING COSTS?
The refund is made for the amount of the product or products ordered. Any shipping costs are refunded only in the case of defective products.