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Question and answers

Information on orders and returns

How much does shipping cost and how long does it take to be delivered?
All the information relating to shipments can be viewed in the sections "Shipments in Italy and the EU" and "Shipments outside the EU" on the "TERMS OF SALE" page.
 
What payment methods are accepted?
All payment methods are listed in detail in the "Payments" section of the "TERMS OF SALE" page.
 
How can I register on your website?
Registering on Cicli Mattio is quick and easy.
Once registered, you can easily access your Profile to keep up to date with the status of your order and to download invoices and documents.
 
Is it possible to cancel an order before it is shipped?
Yes, you can cancel your order by emailing us the reason for cancellation. If payment has already been made, the full amount will be refunded using the same method with which the order was paid for.
 
Is it possible to return the product?
All the information regarding the return policy can be found in the sections "Right of withdrawal" and "Procedure for exercising the right of withdrawal" on the "TERMS OF SALE" page.
If you have made a mistake in your order and have received an item that you did not want, or you are still not satisfied with your purchase, you have 14 working days from the date of delivery to exercise your right of withdrawal.
 
Will I receive a receipt or invoice?
Usually orders are accompanied by a receipt. During the purchase process, you can request an invoice by e-mail or by telephone (in which case you must enter your tax code and/or VAT number).
 
How long does it take to issue a refund?
The refund, once confirmed, is usually issued within 24/48 hours with the same method with which the order was paid. Sometimes it takes a few working days before it is seen.
 
Can I order items that are not available on the site?
Yes, products marked '10-15 days', 'Contact us for availability', 'In stock' and 'Available from (with a specific date)' are not physically in stock but can be ordered. It is advisable to contact us by ticket or email to find out the approximate time of availability if the product you are interested in is indicated with the words "Contact us for availability" or "In restock".
 
What currency can I pay in?
You can choose between different currencies (at the top right of the Home page) and Cicli Mattio will give you an estimate of the total value, however, transactions are made in Euro and estimates follow the current exchange rate without taking into account any commissions (to get an exact estimate you must contact your bank). Any reimbursement will also be made in Euros, Cicli Mattio is not liable for variations due to exchange rates.
 
How long must I wait before receiving an item that is out of stock?
Delivery times are indicated on the product page once the size/colour option has been selected.
 
Is it possible to access discounts and promotions?
Through our newsletters and occasional promotions you will be able to purchase products at discounted prices using discount codes.
You need to register via the "Register" section.
You can also find a wide range of discounted products in the "PROMOTIONS" section of the site.


Delivery information


Which are the countries to which the goods can be shipped?
The destination countries can be selected in the appropriate section at the top of the home page and on the shopping cart page. If the "BUY" button does not appear on the product you wish to purchase after selecting the destination country, it means that the product cannot be purchased due to commercial or security restrictions.
 
How long does it take to process my order?
The time it takes to prepare the goods varies depending on the payment method used. In the case of products marked "Immediate availability", once payment has been received, the order is processed and dispatched within 24/48 working hours.
 
What is the delivery time for my order?
Delivery times are variable and depend on the courier, but all shipments are made by express courier.
 
How can I check where my shipment is?
A few hours after the physical shipment of your package, a tracking code is sent to your registration email that allows you to monitor any status updates of your shipment directly from the courier to whom the shipment has been entrusted.
 
Can I change the delivery address once the order has been dispatched?
Once the order has been dispatched, it is no longer possible to change the delivery address. If the address given is incorrect or incomplete, the parcel can be held in detention at the relevant branch (if the shipping service chosen allows this).
 
Can I use the Hold Deposit service at the branch in my area?
You can do so by entering the address of the branch where you wish to request a detention period.
 
What should I do when I receive the goods?
Upon delivery, the purchaser must check that the package is intact, that it has not been tampered with in any way during the journey and that the number of packages indicated on the transport document corresponds to the actual number of packages received. In the event of any of the above cases, the purchaser must sign the document with reservation and promptly contact our customer service, documenting any damage with photographs.
In the event that the product has been damaged during transport, the customer must promptly inform Cicli Mattio and open a dispute on the site of the courier who made the shipment.