FAQ

Delivery is FREE throughout the country for orders over € 49. Below this amount, the shipping cost is € 5.90 with Standard delivery (2-6 working days) or € 7.90 with Express delivery (1-2 working days).

We ship with GLS and BRT courier.

It depends on where you shop. In Italy in 1-2 working days. Deliveries abroad can take from 7 to 16 days. Delivery details will be provided in the confirmation email.

Couriers are not required to call to make an appointment except in exceptional cases or if specifically requested to the competent branch.

The delivery times of the couriers (8.00 / 18.00) are at the discretion of the local driver and how he prefers to organize his delivery round.

If there is no one at home, the courier is required to leave a notice of passage with a telephone number to call back to arrange a delivery. If the problem is not resolved in a short time, it will be our pleasure to contact the customer by phone to arrange a new delivery.

1. That the package is intact, not damaged or wet and in any case conforms to the standard characteristics of a package;

2. That the number of packages indicated on the transport documents (DDT) corresponds to the number of packages actually delivered;

|| Any disputes must be raised to the carrier who must provide the possibility to sign the delivery slip "WITH RESERVE" in order to allow us, in the event of non-conformity of the goods, to open an insurance file. In the absence of this, the product is considered delivered correctly; all documents contained in the special pocket applied to the outside of the package must be kept. The courier is required to deliver the package only after signing the delivery slip.

Neverland Firenze ships all over the world.

For info on costs you can write an email to info@neverlandfirenze.it

NB: Cash on delivery is NOT accepted under any circumstances for foreign orders.

With regard to shipments within the EU, the VAT (to the extent of 22%) already included in the invoice is charged to the customer. Shipping outside the EU is carried out without charge of taxes.

These are our payment methods:

- By Credit Card:

we accept all credit cards belonging to the VISA, MASTERCARD, MAESTRO circuits. The credit card payment system is guaranteed by PayPlug, through the PCI (Payment Card Industry) and DSS (Data Security Standard) protocol. The amount is withdrawn when the transaction is concluded and at the same time an automatic notification e-mail is sent to the customer's e-mail address. In case of cancellation of the order, the amount will be refunded to the customer's bank account.

- Via PayPal:

you will be directed to the secure PayPal page. You can then complete the payment directly from your PayPal account. The amount relating to the order is charged to the PayPal account at the time of order acquisition. In case of cancellation of the order, the amount will be refunded to the customer's PayPal account.

- Via AmazonPay:

you will be directed to the secure Amazon page. You can then make the payment directly with your Amazon account credentials.

-Through ApplePay:

is an easy, secure and private way to make payments with your iPhone, iPad, Apple Watch and Mac without having to carry a physical credit card.
For more information visit here: https://support.apple.com/it-it/HT201469

- Via GooglePay:

is a quick and easy way to pay on sites, in apps and in stores using the cards saved in your Google account. Google Pay protects your payment information with multiple layers of security and allows you to make payments, save tickets and receive rewards with ease, all in one account.
For more information visit here: https://pay.google.com/intl/it_it/about/

-Through Scalapay:

in 3 interest-free installments, with this option you can pay by credit card. Once your order is completed you will be prompted to create a Scalapay account, it will take a couple of minutes. Once the payment has been made, it will be divided into 3 interest-free installments: first installment charged at the end of the order, second installment due after 4 weeks, third installment due after 8 weeks. The maximum amount that can be paid in installments is € 999.99 .;

-By Bank transfer:

On the SEPA circuit managed by Bank Transfer Mollie BV NL.

-By Cash on Delivery / Cash on Delivery:

When completing the order in the "Payment" phase, select the "Cash on delivery" item.

For payment on delivery there is an increase in the price of € 5.00 , due to the right of delivery, which goes to the courier and not to us.

Cash on delivery is optional for orders with a maximum amount of € 1999.99. Available only for orders in Italy.

Have the exact amount on hand to pay for your order.
It is not possible to pay for your order with an ATM but only in cash .

-Through Klarna Payments:

With Klarna you can buy now and pay in 3 convenient interest-free installments.

"In order to be able to offer you Klarna's payment methods, we may transmit your personal data to Klarna in the form of contact details and order details to Klarna so that Klarna can assess your suitability for its payment methods and customize those payment methods. Your personal data transferred is treated in line with Klarna's privacy policy. "

When entering your shipping information, be sure to add the correct house number and name on the intercom. Also add other details that may help the courier (staircase, interior, etc.).

GIFT VOUCHERS:

The Gift Voucher is valid for one year (1 year) from the time of purchase.You will receive the Gift Voucher at the time of purchase via email with a link that will refer to a secret section of our site in which the discount code will be revealed. apply at the time of purchase. The Gift Voucher can be spent both online and in our Store in Florence.

Gift Vouchers can be combined with each other at the time of purchase.Possibility to add Gift Vouchers to Apple Wallet.

Neverland Firenze recognizes the right of withdrawal as required by current legislation. The deadline for exercising this right is 30 days, as required by law. Return shipping is free. to make the change, simply access the Information section> Make a Return and enter the order number or Tracking code to start the return procedure by following the steps to complete the operation in a few clicks.

Once the package has been returned to our warehouses, our staff will check the complete integrity of the item, before making the refund according to the payment method chosen by the customer concerned during the order. If the customer has used PayPal or any credit card, the re-credit will be made by canceling and refunding the original transaction. If the customer has used the cash on delivery, the refund will be made by bank transfer (upon communication of the IBAN code).

Refunds will be made within 14 days from the date of receipt of the goods as required by law.

Neverland Firenze allows you to make the contextual exchange or return of the goods purchased without additional transport costs by the buyer.

-The goods must not be broken / damaged and in any case must not show signs of wear caused by use.

- In the case of material provided with special packaging (envelope / box etc.), this packaging must be used to re-insert the goods.

- No more than 30 days must have elapsed from the date of receipt of the goods.

-In case of products with supplier labels / tags, they must not be removed or damaged.

- No more than 30 days must have elapsed from the date of receipt of the goods.

If the goods comply with the regulations indicated above, to make the change you must contact our Customer Service at info@neverlandfirenze.it communicating the references of your order, the items to be changed, the address, a telephone number, the date and any time preferences, to collect the goods to be replaced. The courier will collect the package at the same time at the agreed address.

All purchased products enjoy the official manufacturer's warranty. By law, unless otherwise specified by the manufacturer, the warranty period is 24 months.

To assert the guarantee, it is necessary to keep the invoice or the sales document that are delivered together with the package, and contact our customer service by email at info@neverlandfirenze.it

The guarantee is recognized as long as the product itself is used correctly, in compliance with its intended use and as provided in the attached technical documentation. This guarantee (where different indications are not indicated) is reserved for the private customer, who purchases the goods for purposes not related to his professional activity. In case of lack of conformity, Neverland Firenze provides, at no cost to the customer, to restore the conformity of the product by repair / replacement. If, following intervention by an Authorized Service Center, the defect does not result in a lack of conformity pursuant to Legislative Decree 24/02, the Customer will be charged for any costs of verification and restoration required by the Authorized Assistance, as well as transport costs if incurred by Neverland Firenze.

Orders placed are accompanied by a receipt, to request an invoice it will be sufficient to request via email info@neverlandfirenze.it

In both cases, the documents are placed in a closed envelope and sent together with the goods in the space reserved for transport documents.

Indirect e-commerce operations are similar to mail order sales and, therefore, are not subject to the obligation to issue an invoice (if not requested by the customer no later than the time of carrying out the operation), as required by Article 22 of Presidential Decree 633 of 1972, nor the obligation to certify by issuing the receipt or receipt pursuant to article 2, letter oo), of Presidential Decree 21 December 1996, n. 696. By indirect electronic commerce we mean a commercial transaction that takes place electronically but which is followed by the physical delivery of the goods at home according to traditional channels, i.e. by carrier or forwarder (see resolution no. 312 / E of 21 July 2008 , resolution November 15, 2004, n. 133 / E). The sales document is valid for the purposes of guaranteeing the purchased goods, therefore it is essential that the customer carefully keeps this document which proves the purchase in effect and which certifies the regular guarantee. In case of loss, a certified copy can be requested by sending an email to info@neverlandfirenze.it indicating as the subject "Copy of the Sales Document" and in the text of the email the date and number of the sales document or the relative order number.

All prices on the neverlandfirenze.com website are to be intended as retail prices and, therefore, include VAT (22%). Neverland Firenze reserves the right to change prices at any time, without prior notice.

The personal data requested during the checkout phase of the order are collected and processed in order to satisfy the express requests of the customer and will in no case and for any reason be transferred to third parties. Neverland Firenze guarantees its customers compliance with the legislation on the processing of personal data, as required by the privacy code referred to in Legislative Decree 196 of 30.06.03.

The Customer, at any time, has the right to withdraw consent to the processing of personal data with written communication to be sent to the Neverland Firenze registered office.

Marketing communications will be sent only with the explicit consent of the Customer issued together with the authorization for processing and sending in the online registration form.

There are no risks of any kind; the data relating to the credit card (n ° and expiry date) do not transit on our server but are sent directly in an encrypted way to the Secure Server (SSL).

The credit card payment system is guaranteed by Shopify, through a protocol with certified 128-bit SSL encryption. The withdrawal of the amount takes place exclusively after checking the order, invoicing and shipping of the latter.