We offer our customers a Top-Quality Shipping Service, delivering purchased items in very short times. Kep Italia works every day to integrate, improve and expand the services offered to its customers.
You can start tracking your package from the time of shipment by using the code that will be automatically sent by courier to the email address specified in the order.
Courier services used
For Europe and other countries
Once your payment is received, after the availability of the items ordered is confirmed, we will proceed with immediate shipment. The time and methods will vary depending on the courier used. Couriers deliver from Monday to Friday: to facilitate the delivery, you can indicate a preferred TIME RANGE in the notes. You can have your products shipped to an address other than where you live (e.g. work address).
Delivery is carried out within 24 hours, 48/72 hours for the islands. Holidays excluded. Deliveries outside Italy are carried out within 48/72 business hours, excluding holidays. Kep Italia is not responsible for delays longer than 48 hours due to disadvantaged and/or poorly served areas. Disadvantaged areas may carry a surcharge. If no one is there to accept the delivery, the courier will leave a paper note. The goods will remain at the branch for up to 5 days, by which time the Customer is required to arrange for a new delivery. The courier will attempt delivery again the next day.Also, if you want to put the delivery on HOLD FOR PICK-UP, you should contact the pertinent courier branch and ask them to hold the goods for you to go and pick up. After several failed attempts the goods will be returned to Kep Italia and storage and shipping costs will be requested.
Returns, refunds and replacements
Following are the terms and conditions for returns, refunds and replacements of the goods purchased from our online shop.
Terms and conditions for returns, refunds and replacements:
· Requests should be sent only through the online application form no later than 14 days from the goods’ delivery date
· Requests by email or telephone will not be accepted
· Returns, refunds and replacements are for private customers only
· Noreturns, refunds or replacementsfor customized and/or used products
· The goods must be returned unused, in the original packaging with the original tags and complete in all their parts
For best service, please pay close attention to the procedures detailed on this page, following directions and waiting for operator confirmation when required.
Replacing products to change size
If the size you ordered does not fit, you can request a replacement. The customer pays return and delivery costs.
If the customer decides to replace the product with a different product, payment of the difference will be required.
How to replace products to change size:
1. Make your request on the page Replacement request, selecting “Replacement to change size” as a reason
2. Wait for one of our operators to confirm the request was received
3. Ship the product to Kep Italia via parcel post or courier service
4. Wait for one of our operators to verify the product has been returned
5. Pay for the new shipping costs following the instructions received via email
6. Receive the new product shipped from Kep Italia
Return with refund (right of withdrawal)
If you are not happy with the purchase and do not want to replace it with any other product (or receive a voucher of equal value) you have the option to exercise RIGHT OF WITHDRAWAL within 14 working days from receipt of the product as required by Legislative Decree no. 185 of 22/05/1999.
When returning with refund Kep Italia srl reserves the right to retain the following expenses:
· Shipping costs of original order (even in case of free shipping
· Transaction costs if paying by Paypal or Credit Card (4% of the transaction amount)
· € 10.00 administrative expenses
Product return costs shall be payable by the Customer, who will be required to return the products via parcel post or other trusted carrier.
Refund will be made by bank transfer or Paypal.
To request a return with refund made (right of withdrawal), email firstname.lastname@example.org, with subject "Return with refund" and wait for instructions from our staff on the procedures for making the return.
The email must specify the following:
· All personal data: Name, Last Name, Email and Phone
· Order number of products to be returned
· Codes of products to be returned
· Reason for return
· IBAN and account holder receiving the refund or Paypal address.
Once the request is received and verified we will contact you promptly with instructions for making the return.
Caution: Do not ship products without prior confirmation from our staff.
Once the returned product is checked by our staff, you will receive a refund on your bank or Paypal account within 20 days after return of the items.