FAQ

HOW TO MAKE YOUR ORDER
WHEN WILL I RECEIVE CONFIRM THAT MY ORDER HAS GONE TO END?

Once the order is placed, you will receive an email confirming the order. This confirms that we have received your order request.
Once your payment has been successful and your items have been picked up and shipped, you will receive an e-mail confirming that your order has left our warehouse.

WHEN YOU RECEIVE CONFIRM THAT MY ORDER IS IN TRANSIT?
Once the order is confirmed, our warehouse will pick up and pack your items, then you will receive an email confirming the shipment.
Your confirmation of the shipping email will contain your tracking details. Details on how to track your package can be requested via email.

I HAVE TO CREATE AN ACCOUNT AND WHAT ARE THE ADVANTAGES?
No, the creation of an account is not required. But if you sign up for our newsletter you will receive the following benefits:
Model updates, directly in your inbox
Updates on new seasons
Be the first to get the latest news on www.never-enough.it
Updates on the latest arrivals
Access to exclusive online update

WHAT TYPES OF PAYMENT ACCEPT ONLINE?
We accept Visa, MasterCard, Maestro and Pay Pal.
Payment is only charged to your card at the time of shipment, unless you are paying with Paypal, in which case payment is made at the time of ordering. Please note, if you pay with PayPal, payment is taken at the time of purchase, however, in case of cancellation of the order, your PayPal account will be refunded.

YOUR SITE IS SAFE?
Shopping is safe on www.never-enough.it
We use the highest security standard technology (256-bit SSL certification, level 1 compliant with the PCI standard) to enable the encryption of potentially sensitive information such as name, address and other critically sensitive information such as credit card details. The information transmitted between your computer and our website can not be read in case someone else intercepts them. This technology includes the following features:
Authentication: ensures your browser that your data is sent to the correct computer server and that the server is secure.
Encryption: encrypts data so that it can not be read by anyone outside the secure server.
Data integrity: checks the data transferred to ensure that it has not been altered.

IN WHICH PHASE OF THE ORDER MATERIAL IS MATERIALS?
We ask your bank to authorize your debit / credit card when you place an order with us. However, your card will only be debited when we send you your goods; You will receive an e-mail from us to confirm which items are sent and the exact amount charged to your card. So, if for any reason we are unable to send the items, you will only be charged for the items we send.
Please note, if you pay with PayPal, payment is taken at the time of purchase.

CAN I CHANGE MY ORDER?
We are not able to change any part of your order or change the delivery or payment method once the order is completed.
You may be able to cancel your order if it has not yet been shipped. Contact our team, it will be more than happy to review your request.
For more information on how to return items, see our Returns page.

WILL THE VAT BE CHARGED?
All prices on our website include VAT, where applicable, and any sales tax charge applicable in 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 duties outside the European Union are charged to the customer.
Please note: all export and import duties are always charged to the customer for both EU and non-EU orders.

I MADE AN ERROR WITH MY ORDER, CAN I CHANGE IT?
Once the order is completed, it is no longer possible to change it. Do not worry though, you can easily return any order and get a refund if the return procedure is completely followed. Alternatively, do not hesitate to contact our Customer Service who will be more than happy to further examine your request.
For more information on how to return items to us, see our Returns page.
I HAVE ALREADY CONFIRMED MY ORDER, CAN I ADD OTHER MODELS?
Once the order is placed, it is no longer possible to add articles. You will need to place another order to purchase additional items.

TRACK YOUR ORDER
HOW DO I KNOW WHEN MY ORDER HAS BEEN SHIPPED?

Once your order has been shipped from our warehouse, an email will be sent to inform you that it is coming.
The e-mail will also contain your tracking number and a link to the website of our courier who will tell you the current status of the delivery.
If you have questions regarding the tracking of your order, contact us and we will be happy to help you.

MY PACK IS DELIVERED, BUT I HAVE NOT RECEIVED?
You will need to contact us so we can check with the courier. Please quote the order number in any correspondence.

WHAT SHOULD I DO IF THERE IS A PROBLEM WITH MY DELIVERY?
If you have a problem with delivery, you can contact us and we will be able to review it further for you.

CAN I PAY IN MY CURRENCY?
Yes

WHY PAYMENT WITH MY CREDIT CARD HAS NOT GONE TO GOOD END?

We are not always able to specify why card payments are canceled, as the card payment process involves both our system and your bank.
If a card payment fails, double-check that you have entered all the details correctly, that you are using a card that has not expired and that your billing address has been entered at checkout exactly as it appears on your bank statement.
Make sure your billing address on your account details is the same as the details on which your payment card is registered, otherwise your payment will be declined. This is for your protection.
If the payment continues to fail, please try an alternative payment card - we accept all major credit and debit cards.

RETURNS

DID I RECEIVE A DEFECTIVE OBJECT?
We want all our customers to receive quality goods, so if you think there is a defect with an item you received, you can return the item.
For details on how to return defective items, see our Returns page. Alternatively, contact our customer service department and a member of our team will be more than happy to further examine your request.

WILL THE SHIPMENT OF MY RETURN BE REIMBURSED?
No, the shipping costs and the duties for returns are charged to the customer.
Please contact us if you have any questions regarding the return of your order and we will be happy to provide you with all the information you need

I RETURNED SOME MODELS, HOW WILL I BE REFUNDED?
Once the returned items have been received and processed, the online refund will be made using the payment method used when ordering.
As soon as your return has been processed by our warehouse, we will send you an email to inform you. Once the refund has been confirmed by email, please wait up to 14 working days for the amount to be displayed on the payment card.

AFTER HOW LONG WILL THE MONEY BE REFUNDED?
As soon as your return has been processed by our warehouse, we will send you an email to inform you. Once the refund has been confirmed by email, please wait up to 14 business days for the amount to be displayed on the payment card.

MY PACKAGE IS LOST DURING THE RETURN WHAT CAN I DO?
Whenever you send the package back to us via your local postal service, make sure you get a shipping receipt. We will need this to search for your package if you lose it when you return it. Please contact us if you have any questions regarding your return and we will be happy to provide you with all the information you need.

I LOST MY RETURN NOTES, WHAT CAN I DO?
You can print and include the shipment confirmation e-mail stating the reason for returning items and confirming whether you want a size change or a refund.
Alternatively, you can send a cover letter to your package clearly stating the following:
Your name and address
Your order number
The reason for returning your order

HOW DO I KNOW WHEN MY ORDER HAS BEEN REIMBURSED?
As soon as your return has been processed by our warehouse, we will send you an email to inform you.

WHY DO NOT RETURN TO ONE OF OUR SHOPS?
Unfortunately, at the moment we can not accept return purchases made online in any of our international stores. We will be happy to inform you when this will be possible.

I HAVE GENERAL PROBLEMS OF ACCESS OR PURCHASE ON THE SITE?
If you have trouble accessing our website, contact our customer support team who will be able to help you. To help us solve the problem, please include as many of the following details as possible (do not worry if you do not have a technical mind and are not sure of the following, provide us with as much information as possible):
-Which operating system you use (eg Windows Vista, Mac OS X)
-Internet browser (eg Internet Explorer 9, Firefox, Safari, Chrome)
-Which URL were you trying to access (eg Https: //www.never-enough.it)
-A description of the problem and what time the problem occurred
-If you receive an error message, include it in your message.