FAQ

1. HOW TO MAKE A PURCHASE ON GAUDENZIBOUTIQUE.COM

How can I create an account on the website?
We recommend you to create an account on gaudenziboutique.com, in order to check your purchase, as well as be always up-to-date on new arrivals and promotions. You should simply click on the top left icon and put your email in “New User”. Enjoy your shopping!
How do I choose the right size for me?
Click on “Size Guide” in each product page to see the conversion chart. In case of doubt, do not hesitate to write us!
Can I change shipping address, cancel or edit my order?
-We can change the shipping address of your order, if the country is the same as the one entered at the time of the order. -We can cancel your purchase and issue a total refund on the same payment method used during the purchase. -We can change the size of the item bought, according to the stock. Replacement with a different product is never allowed. All of these cases are possible only if the order hasn’t been processed yet. Once the tracking has been received, it is no longer possible to change the purchase details.
Can I change my account?
To change your account, you must be logged in. Go to “My Information” to update your information.

2. PRODUCT AUTHENTICITY AND AVAILABILITY

Are the items sold on gaudenziboutique.com authentic?
For over 40 years Gaudenzi has stood out for its experience and passion for fashion, with 6 multibrand boutiques in Centre-North of Italy. All our products are authentic and shipped with all the accessories provided by the brand.
If I add an item to my cart, is this reserved?
No. This only happens after the payment has been completed.
In the last days I have seen a product on gaudenziboutique.com, but now it don’t see it anymore. Why?
If you don’t see a product, it means that it is no longer available, unfortunately.
What does “Permanent” and “New Season” mean?
Considering the wide range of products on gaudenziboutique.com, we want to point out some “Permanent” items that are considered ongoing and therefore available in all the brand collections. “New season” products are instead the latest new arrivals from the current season.
Why are there many identical products on the website?
Considering “Permanent” items, gaudenziboutique.com may upload double products with the same photos and product detail, although they have the same product code and authenticity.

3. CUSTOMER SERVICE

How can I contact the customer care?
Our customer service is available to help you from Monday to Friday, from 9am to 1pm and from 2pm to 5pm CET, except for public holidays. You can contact us via email at customercare@gaudenziboutique.com or by telephone at +390541952198.

4. PRICES, DUTIES AND PAYMENTS

Do prices change?
The price of each item doesn’t change, except during sales period, promotions or due to price adjustments imposed by the brand during the season. We suggest to log into the website using your country, so that you will have simply to accept our geolocation popup.
Do I have to pay custom and duties when receiving my order?
-For orders dispatched in no-European countries, the courier might apply custom and duties that are to be covered in full by the customer once the package arrives at destination. -Brexit orders: starting from January 1st 2021, the United Kingdom is not anymore part of the European Union, therefore all packages might be inspected by the British customs, that can apply duties that are the sole responsibility of the customer.
Which are the payment methods accepted?
We accept payments completed with credit card (Visa, Mastercard, American Express), Paypal, Alipay, Apple Pay and bank transfer (My Bank). All orders placed on gaudenziboutique.com are protected by a security software, in order to guarantee safe transactions. The amount of the order will be reserved until the order has been dispatched (therefore the amount will be charged) or cancelled (so the payment reservation will be cancelled).

5. ORDERS AND SHIPMENTS

When will my order be delivered?
All orders are processed in 24-48 business hours. Once you receive the tracking number via email, the delivery timing depends on the shipping Country. We suggest you to check our shipping policy at this link.
How much is the shipping cost?
Shipping cost varies according to the shipping Country. You can check prices at this link.
How can I track my order?
When we process your order, you will receive an automatic email with the tracking number and all the information regarding the courier. Once the package leaves our warehouse, it becomes under the total responsibility of the courier.

6. RETURNS

How can I return my purchase?
-Guest: you can ask for a return as guest here -Registered users: you can ask for a return as registered customer by logging into your account and clicking on your Order History. Please do not remove or cut the security tag and remember always to return also authenticity cards, dust bags and all the original accessories provided, in order to avoid inconvenience at the moment of the refund. Please read our return policy.
How many days do I have to return my order?
You have 14 days to ask for a return on the website, from the moment you receive via email the tracking number of your shipment.
I need a different size. What can I do?
We are so sorry but we do not offer this service, at the moment. We suggest you to return the item and place a new order with the right size.
What should I do if I receive a damaged product?
Each product is carefully inspected before the shipment. If you have received a damaged item, we kindly invite you to write us at customercare@gaudenziboutique.com, specifying the order number and attaching also some photos of the defect. Items that have been damaged due to wear and tear or misuse won’t be considered as defective.
How much is the shipping cost for the return?
As specified in our policy, shipping cost for the return is on the customer. You are free to choose the courier you prefer to send back the item.
How much will be my total refund?
From your refund, there will always been deducted the shipping cost paid to receive back the order, as well as any additional cost Gaudenzi has sustained (custom and duties). We will process the return in the next 48 business hours after the delivery in Gaudenzi warehouse. The refund will be made according to the kind of payment used and it can take up to 10 days to be visible on your account.
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