Shipping and Returns

Shipping and Returns

How much is the shipping cost?
The shipping cost is €10,98 (VAT incl.). For voluminous or off-standard purchases, do not hesitate to contact bertiterrecotte@libero.it to receive a tailor-made quote.
How long does it take for my order to be delivered?
The shipping times of an order depend on the type and availability of the items you have chosen. Delivery times range from 5 to 20 working days. We will provide you with the best service possible to get your order fast and safe to your door. In the event that the order includes products with different shipping times, a single shipment will be made. Terrecotte Ripabianca is committed to respecting the estimated delivery times showed on the site. However, should unexpected events occur during production or evasion, you will always be promptly notified by the Terrecotte Ripabianca team. For doubts or assistance, write to bertiterrecotte@libero.it.
Who is responsible for shipping my package?
The order will be processed by our logistics service and delivered via the best couriers available on the market, who will send an email with the tracking number as soon as the order will be entrusted to them. It is possible to book the delivery service by appointment that provides a telephone notice for the definition of delivery agreements. The items will be delivered to the desired address and will be covered by insurance.
Is it possible to ship the goods abroad?
Of course, Terrecotte Ripabianca ships all over the world. Send a request to bertiterrecotte@libero.it specifying the destination country and the items you would like to purchase and we will provide you with all the information you need. Remember that some international countries require the payment of customs duties fees, which will be at your charge. If you have any doubts, do not hesitate to write to bertiterrecotte@libero.it.
What should I do when I receive my order?
We advise you to always check your order at the time of delivery. Check that the number of packages corresponds to what is indicated on the delivery note, check also the integrity of the packaging and the presence of signs of breakages or anomalies with respect to the integrity of the contents. In case of anomalies, please indicate the wording “Acceptance with specific reservation” on the delivery note of the carrier at the time of signing specifying the problem (ie. open or damaged box, torn packaging, etc.) and write to bertiterrecotte@libero.it reporting the details of the delivery. We remind you that you have 7 days to report any discrepancies and make a claim. In fact, beyond this deadline, we will no longer be able to accept complaints or reports.
What should I do in case of damaged goods?
Check the outer packaging and its integrity. In case of anomalies, take a picture before opening it. In the case of broken objects, photograph them in their packaging.
Inform us of the incident in order to activate the insurance practice. The photos of damaged goods will be requested to be sent. Please note that in the absence of the wording “Acceptance with specific reservation” and the details of the problem/damage, the insurance will not be able to make the reimbursement.

Returns and Refunds

Terrecotte Ripabianca guarantees the replacement or accreditation of any product that is found to be faulty or sent by mistake and which justifies the responsibility of its employees. Terrecotte Ripabianca manufactures all its terracotta products manually, each object is a unique piece. The imperfections originated from our craftsmanship, including slight differences in the measurements indicated on the site, will not be considered defects. The color of our articles is the result of mixing different types of clay; since terracotta is a natural element subject to changes of color, the difference in color compared to the photos shown on our website will not be considered a defect.
In the event that the customer makes use of the return of a product for the reasons mentioned above (defect), must specify the nature of the possible defect and the location in which it manifests itself. The damages caused by a bad use of the product are not guaranteed. Substitutions or accreditations are subject to the technical inspection of the product by Terrecotte Ripabianca.

Return procedure:
The customer must send written communication via e-mail, possibly accompanied by photos, to Terrecotte Ripabianca at bertiterrecotte@libero.it, indicating the reference of the shipping document and the invoice, the date of receipt of the package and description of the defect found. We will inform the Customer of the return authorization number to be mentioned in the cover letter and in the outside of the package in a visible manner; any shipments in assigned port and without return authorization will be rejected.