Quick Guide

Payments

You can pay by:

• PayPal (also “Pay in 3” available in Italy, if offered by PayPal)
• Credit/debit card
• Bank transfer

If you have any issues with your payment, contact us using the Contact Us form.

Shipping

• Shipping is free and tracked in Italy and Germany
• In other European Union countries, we use UPS or express postal shipping, always with tracking

 

Returns and Defective Products

• In the event of a defect, contact us within 14 days of receipt, attaching clear photos of the issue
• In the event of a manufacturing defect, we can offer a replacement, if available, or a full or partial refund

Returns due to defects apply to the product and not solely to damage to the box

Loyalty Program

The Loyalty Program offers discounts to our most active customers. In the event of misconduct or improper use, we reserve the right to revoke access to the program.

Find out more on our Loyalty Program page.

 

Product Types

• In Stock: product available in the warehouse and ready to ship
• Pre-order: product available for pre-order with an estimated release date, subject to change
• Made to Order: product not available in the warehouse that we can order from our suppliers. For standard products, this takes approximately 3 weeks; for Japan Imports, the estimate is provided on the product page
• On Request: products we can order from the supplier specifically if a customer expresses interest. Lead times are generally longer than for standard Made to Order products

 

Refunds and Cancellations

• If you request to cancel an order or pre-order within 30 days of ordering, the refund can be issued to the payment method used
• After 30 days, the refund will be issued as Store Credit
• Pre-orders can be canceled
• For advances and installments already paid, in the event of cancellation, the refund will be issued as Store Credit
• Made to Order / On Request products are ordered specifically and cannot normally be canceled; if you have any issues, contact us and we will assess the situation

If you have any issues, contact us using the Contact Us form.

Box Protection – Condition of Boxes

• All boxes are inspected before shipping
• If the box is damaged, we automatically apply a compensation of:
  • 2% for minor damage
  • 5% for moderate damage
  • 10% for severe damage
• When possible, before shipping, we will try to replace the product with another copy with a box in better condition
• The program does not apply to products marked as “Box Damaged”

 

Pre-orders – How They Work

Pre-ordering allows you to reserve a copy of the product, which you will receive upon release. The date provided is an estimate and may change.

Full Payment

• You pay the full price of the product immediately

Preorder Deposit

• You pay a 30% deposit immediately
• The balance is due when the product is nearing release
• If the customer cancels, the deposit will be refunded as Store Credit

 

Preorder Deposit +

• You can order without making an immediate payment
• After one month, you will receive a request for a 30% deposit
• The balance will be due near release
• If canceled, the amounts paid will be refunded as Store Credit

 

Preorder Deposit – 4 Installments

• You can order without making an immediate payment
• After one month, the first installment of 25% is due
• The other 3 installments are spread evenly until the product is released
• If canceled, the installments already paid will be refunded as Store Credit

 

Preorder Deposit – 6 Installments

• You can order without making an immediate payment
• After one month, the first installment of 16.67% is due
• The other 5 installments are spread until the product is released
• If canceled, the installments already paid will be refunded as Store Credit

 

For all deposit or installment plans:

• Payment requests must be paid within 30 days
• If this is your first order using a deferred/installment plan, the first request must be paid within 10 days
• All orders must be paid in full before shipping
• If the product release is too close, some installment plans may not be available, or the installments may be closer together
• An initial price of €0 does not mean the product is free: the total price remains the one indicated in the full payment option

Missed Payments and Account Restrictions

Flexible payment methods are offered to make purchasing easier, but may be restricted in the event of missed payments, repeated cancellations, unanswered requests, or improper use.

Restrictions are assessed on a case-by-case basis, also taking into account the history currently in our systems.

Depending on the case, we may progressively restrict:

• payments with an initial amount of €0
• deferred or installment payments
• payments by deposit
• pre-orders
• Made to Order products
• the Request a Product service
• other purchasing methods

In the most serious or repeated cases, we may only allow methods with immediate payment or suspend the ability to place new orders.

Creating a new account, using a different email address, or checking out as a guest does not automatically reset the history. When multiple profiles are linked to the same customer, restrictions may be maintained.

Orders placed using a payment method that has already been restricted may be automatically canceled.

The history prior to the introduction of these rules may be used to assess the methods available for new orders, without retroactively changing the conditions of previous orders.

Review of Restrictions

If you believe a restriction has been applied incorrectly or there are circumstances that should be re-evaluated, you can contact us and request a manual review.

After the review, we may confirm, reduce, or remove the restriction, or make some methods available again under different conditions, such as requiring immediate payment or a deposit.