FAQ

WHEN WILL I RECEIVE CONFIRMATION THAT MY ORDER HAS BEEN COMPLETED?

Once you place your order, you will receive an order confirmation email. This confirms that we have received your order request.
Once payment has been successfully processed and your items have been picked and shipped, you will receive a shipping confirmation email indicating that your order has left our warehouse.

WHEN WILL I RECEIVE CONFIRMATION THAT MY ORDER IS IN TRANSIT?

Once the order is confirmed, our warehouse will pick and pack your items, and you will then receive an email confirming shipment.
Your shipping confirmation email will include tracking details. Information on how to track your package can be requested via email.

DO I NEED TO CREATE AN ACCOUNT AND WHAT ARE THE BENEFITS?

No, creating an account is not mandatory. However, if you subscribe to our newsletter, you will receive the following benefits:

  • Updates on new seasons

  • Be the first to receive the latest news from www.never-enough.it

  • Updates on new collections

  • Access to exclusive discounts

WHAT TYPES OF PAYMENT DO YOU ACCEPT ONLINE?

We accept Visa, MasterCard, Maestro, and PayPal.
Payment is charged to your card at the time of shipping unless you are paying via PayPal, in which case the payment is processed at the time of order. Please note that if you pay with PayPal, the payment is made at the time of purchase; however, if the order is canceled, your PayPal account will be refunded.

IS YOUR WEBSITE SECURE?

Shopping on www.never-enough.it is safe.
We use the most advanced security technology (256-bit SSL certification, PCI Level 1 compliant) to encrypt sensitive information such as your name, address, and critical details like credit card information. The data transmitted between your computer and our website cannot be read if intercepted by someone else. This technology includes the following features:

  • Authentication: Ensures your browser is communicating with the correct secure server.

  • Encryption: Scrambles data so it cannot be read by anyone outside the secure server.

  • Data Integrity: Verifies that the transferred data has not been altered.

CAN I MODIFY MY ORDER?

We are unable to change any part of your order or the delivery or payment method once the order has been completed.
You may be able to cancel the order if it has not yet been shipped. Contact our team, who will be happy to review your request.
For more information on how to return items, please visit our Returns page.

WILL I BE CHARGED VAT?

All prices on our website include VAT, where applicable, and any sales tax relevant to the country of delivery.
Rates vary by country, but our prices remain unchanged due to various factors in the supply chain.

I LIVE OUTSIDE THE EUROPEAN UNION, DO I HAVE TO PAY DUTIES OR IMPORT TAXES?

Yes, all shipping costs and customs duties outside the European Union are the responsibility of the customer.
Please note: all export and import duties are always the responsibility of the customer for both EU and non-EU orders.

I MADE A MISTAKE WITH MY ORDER, CAN I MODIFY IT?

Once the order is completed, it can no longer be changed. However, don’t worry—you can easily return any order and receive a refund if the return procedure has been correctly followed.
Alternatively, feel free to contact our Customer Service, who will be happy to further assist you.
For more information on how to return items to us, visit our Returns page.

I’VE ALREADY CONFIRMED MY ORDER, CAN I ADD MORE ITEMS?

Once the order has been placed, it is not possible to add items. You’ll need to place a new order to purchase additional products.

TRACK YOUR ORDER

HOW WILL I KNOW WHEN MY ORDER HAS BEEN SHIPPED?

Once your order has been shipped from our warehouse, you will receive an email notifying you of the shipment.
The email will also include the tracking number and a link to the courier’s website that will show the current delivery status.
If you have any questions regarding the tracking of your order, contact us and we’ll be happy to help.

MY PACKAGE HAS BEEN DELIVERED BUT I DIDN’T RECEIVE IT.

You will need to contact us so we can verify with the courier. Please include your order number in the email.

WHAT SHOULD I DO IF THERE IS A PROBLEM WITH MY DELIVERY?

If you experience any delivery issues, contact us and we will investigate further on your behalf.

WHY DID MY CREDIT CARD PAYMENT FAIL?

We’re not always able to specify why card payments are declined, as the process involves both our system and your bank.
If your card payment fails, check that all information is entered correctly, the card is not expired, and the billing address matches exactly as it appears on your bank statement.
Make sure the billing address in your account matches the details registered on your payment card; otherwise, the payment will be rejected.
If payment continues to fail, try a different payment card—we accept all major credit and debit cards.

RETURNS

I RECEIVED A FAULTY ITEM.

We want all our customers to receive quality products, so if you believe an item you received is faulty, you can return it.
For details on how to return faulty items, please visit our Returns page. Alternatively, contact our customer service and a team member will be happy to assist further.

WILL I BE REFUNDED FOR RETURN SHIPPING COSTS?

No, return shipping costs and duties are the customer’s responsibility.
Contact us if you have any questions regarding the return of your order and we’ll be happy to assist.

I RETURNED ITEMS—HOW WILL I BE REFUNDED?

Once we have received and processed the returned items, the refund will be issued to the original payment method used for the order.
As soon as your return has been processed by our warehouse, we’ll send you an email notification. Once the refund is confirmed via email, please allow up to 14 working days for the amount to appear on your payment card.

HOW LONG DOES A REFUND TAKE?

As soon as your return has been processed by our warehouse, you will receive an email notification. Once the refund has been confirmed by email, allow up to 14 working days for the amount to show up on your payment card.

MY PACKAGE WAS LOST DURING RETURN SHIPPING—WHAT CAN I DO?

Whenever you return a package through your local postal service, make sure you obtain a proof of postage.
We’ll need it in case your return package is lost during transit. Contact us if you have questions about your return, and we’ll provide all the necessary information.

I LOST MY RETURN NOTES—WHAT CAN I DO?

You can print and include your shipping confirmation email, indicating the reason for return and confirming whether you would like a size exchange or a refund.
Alternatively, you can send a cover letter with your package clearly stating the following details:

  • Your name and address

  • Your order number

  • The reason for the return

HOW WILL I KNOW WHEN MY ORDER HAS BEEN REFUNDED?

As soon as your return has been processed by our warehouse, we’ll send you an email notification.

WHY CAN’T I RETURN AN ONLINE PURCHASE TO ONE OF YOUR STORES?

Unfortunately, we currently do not accept returns of online purchases in any of our international stores. We’ll be happy to inform you when this becomes possible.

HAVING GENERAL ISSUES ACCESSING OR SHOPPING ON THE WEBSITE?

If you're having trouble accessing our site, contact our customer service team who will be able to assist. To help us resolve the issue, please include as much information as possible (don’t worry if you’re not technically savvy—just provide what you can):

  • The operating system you are using (e.g., Windows Vista, Mac OS X)

  • The internet browser (e.g., Internet Explorer 9, Firefox, Safari, Chrome)

  • The URL you were trying to access (e.g., https://www.never-enough.it)

  • A description of the issue and the time it occurred

  • If you receive an error message, include it in your message