Shipping & Returns
Please note that during sales delivery times may be delayed compared to our normal service levels.
Orders placed in the official Save The Duck online store are shipped in Italy via the courier DHL or equivalent and in other countries via DHL or equivalent. At shipment we will send you the tracking number so you can follow its progress.
Orders are processed after verification of the actual availability of the product and successful payment. In case of errors or impossibility of fulfilling the order, the amount charged will be refunded.
After the order has been processed, shipments are delivered in 2-3 working days in Italy and 2-5 working days in other EU countries, depending on the shipment zone.
We cannot provide exact delivery times for countries outside of the EU due to possible delays when going through customs.
For countries belonging to the European Community and for Switzerland, the goods will arrive directly at the place indicated without having to pay anything other than what was paid at the time of the order.
For other countries (including the United Kingdom) the courier may request the payment of customs duties and local taxes: the payment of the aforementioned customs charges shall always be borne by the customer.
Should the customer refuse to pay the duties, the costs for returning the package to the Supplier shall always be borne by the customer.
WARNING: no shipments shall be made to PO boxes. We do not ship to the Canary Islands, Madeira and the Azores Islands
We guarantee all our customers maximum transparency in the purchase process on the site. For this reason, if the product received does not satisfy you, you can exercise the right of withdrawal and return the product.
It is possible to exercise the right of withdrawal only if the return request is made within 14 days of receipt of the package (pursuant to Italian Legislative Decree 206/2005).
The shipping costs for the return of the product to the sender are borne by the customer and cost €7 if the shipment is made from Italy while they cost €18 if it is made from another country. In order to simplify the returns process, these costs will be deducted directly from the refund.
You can send the return request directly through the website www.savetheduck.com.
If you are already registered, you can manage returns yourself by accessing your personal area within the site.
If, on the other hand, you are not yet registered, you can carry out the returns procedure by clicking on the "Request a return" section on the website.
Once the request has been made, you will receive the return instructions, the RMA and the shipping label to be affixed to the outside of the package at your email address.
You do not need to contact the courier to arrange the pick-up. In fact, once the return request has been made, you will receive a communication from the courier and the collection will be automatically booked for the afternoon following the day of the request. If you are not available for pickup the afternoon after your request, you can change the pickup date and time slot. Alternatively, by affixing the label on the package, you will also have the possibility to leave the package at a DHL service point.
The acceptance of the returned goods takes place only in the following cases (pursuant to Italian Legislative Decree 206/2005):
- the tag accompanying the product and the seal must not have been removed;
- the product must be intact and not used (except for fitting purposes);
- the product must not have been washed, altered or damaged in any way or repaired by persons other than the Company;
- the return shipment must be made using the original boxes and cartons with which the goods were received, including also the packaging and additional documentation. If the original carton is no longer available or damaged, it will be possible to use any other carton in good condition;
- the return shipment must be made no later than 14 days from the day of communication of the withdrawal.
Once the aforementioned conditions have been verified, we will refund the amount paid to you within 14 days using the same payment method used for the purchase. In the absence of the elements described above, the return cannot be accepted and the product will be returned at your expense to the address from which it came.
Note: Returns will not be accepted at physical points of sale of items purchased online or returned that do not fully comply with the above requirements.
Any customs charges for returns from countries outside the European Union (including the United Kingdom, Norway and Switzerland) will always be borne by the customer.