FAQ

Payments

What payment methods do you accept?
You can pay via PayPal, credit/debit card, or bank transfer. For customers in Italy, PayPal may also offer “Pay in 3,” if available for your account.

Why do some options show €0 at the time of order?
Some installment or deferred payment options have an initial amount of €0. This does not mean the product is free: the total price remains the one indicated in the “Pay the full amount now” option and will be paid according to the chosen plan.

Can I choose an installment payment even if the product is coming out soon?
It depends on the time available. Payment must be completed before shipping; if the release is close, some options may not be available or the installments may be closer together.

Pre-orders

How does pre-ordering work?
By pre-ordering a product, you are asking us to reserve a copy for you. The release date is indicative and may change. You can pay the full amount or use, when available, options with a deposit or installments.

How does the Preorder Deposit work?
You pay 30% upfront as a deposit. The balance is required when the product is close to release.

How does the Preorder Deposit+ work?
You do not pay anything at the time of order. After one month, you will receive a request for the 30% deposit; the balance will be required later, close to the product's release.

How do the 4 installments work?
You do not pay at the time of order. After one month, you will receive a request for 25% and an estimate of the other three installments, distributed until the product's release.

How do the 6 installments work?
You do not pay at the time of order. After one month, you will receive the first request for 16.67%, followed by five other installments distributed until the release.

This is my first order with a deferred or installment payment. Does anything change?
Yes. For the first order using these options, the first payment request must be paid within 10 days of receipt.

What happens if I do not pay a request?
If a payment request is not paid within 30 days, the pre-order may be canceled and any amounts already paid will be handled according to the chosen option, generally via Store Credit. If you are having difficulty with a deadline, contact us before the request is left unpaid.

Cancellations and refunds

Can I cancel a pre-order?
Yes. If the request is made within 30 days of the order, the refund will be issued to the original payment method; after 30 days, it will be issued via Store Credit. For deposits and installments already paid, the refund will be issued via Store Credit.

Can I cancel a Special Order or Request product?
Special Order and Request products are ordered specifically from the supplier and are normally non-cancellable. In case of problems, you can still contact us and we will assess the situation. A cancellation may result in future limitations on the use of these services.

Account limitations

Why might some payment methods not be available on my account?
In the event of missed payments, repeated cancellations, requests left unanswered, or improper use of flexible options, we may progressively limit some purchasing or payment methods.

What limitations may be applied?
Depending on the case, payments with no initial amount, installment or deferred payment options, deposits, pre-orders, Special Order products, or the Request a Product service may be removed. In more serious cases, only options with immediate payment may be available, or the ability to place new orders may be suspended.

Do old orders count too?
Yes. To assess which options to make available for new orders, we can take into account the history already present in our systems, including events prior to the introduction of the clause. This does not retroactively change the conditions of past orders.

Can I create a new account to regain a limited option?
Creating a new account, using a different email, or checking out as a guest does not automatically reset the history. Profiles linked to the same customer may retain the limitations already applied.

Are limitations applied automatically?
No. Limitations are assessed manually on a case-by-case basis based on the available history. Automated systems may subsequently apply a limitation that has already been assigned, for example by canceling an order placed using a payment method that is no longer available to the customer.

What happens if I still use an option that is no longer available to me?
Orders placed using an option that has already been limited may be automatically canceled. In this case, a cancellation notice will be sent.

Can I request a review of a limitation?
Yes. If you believe a limitation was applied incorrectly or there are circumstances that need to be reassessed, you can contact us and request a review. The request will be reviewed manually based on the available history and the information provided. The limitation may be confirmed, reduced, or removed, or some options may be made available again under different conditions.

Shipping, defects, and boxes

Is the shipment tracked?
Yes. In Italy and Germany, shipping is free and tracked; in other European Union countries, we use services with tracking.

What should I do if the product arrives defective?
Contact us within 14 days of receipt, sending clear photos of the defect. In the event of a manufacturing defect, we can offer a full or partial refund or a replacement, if available.

How does the Box Protection Program work?
If we detect damage to the box before shipping, we automatically apply a 2%, 5%, or 10% compensation depending on the extent of the damage. The program does not apply to products already listed as “Box Damaged”.