Borbonese / Customer Service

Customer Service

PURCHASING INFORMATION

PRODUCT

PRODUCT SHEET

Users can open the Product Sheet to view items in greater detail before adding them to the Shopping Bag.
The model, composition, and price are listed on the right.
From the Product Sheet it is possible to add the product to your Wish List or proceed to immediate purchase.

SELECTING PRODUCTS

To add products to your Shopping Bag, it is first necessary to select size and colour, and then click ADD TO SHOPPING BAG.
You can choose to proceed immediately to the check-out or continue browsing the website.
Adding items to your Shopping Bag does not mean booking them with obligation to buy.

GIFT CARD

Users can also purchase gift cards of different amount. The selection of the amount will be made during the purchase.
The user will receive a code associated to the gift card that can be used only during the next purchases on www.borbonese.com. The amount of the gift card can be used for multiple purchases.
If the purchase amount exceeds the gift card amount, the user can integrate it with other payment systems.The gift card is rechargeable.

SHOPPING BAG

On the first page of the Shopping Bag page Users can choose the type of payment.
The total amount for the order displayed on the first page of the Shopping Bag is the definitive total of the products purchased (without the shipping costs).

PROMOCODES

Promocodes are personalized codes, issued on special occasions, which give access to exclusive offers on the services and products available in our online Boutique.
The "PromoCode " space is displayed on the first page of the Shopping Bag where, by entering your code and clicking Apply, a new total amount for your order will be recalculated and displayed.

SENDING GIFTS

If you would like to send a gift choose the GIFT option on the first page of the Shopping Bag. During purchase it is necessary to enter the sender’s details and the delivery address of the receiver.
The gift will be sent to the delivery address together with a greetings card and without indications of product charges. Notification of the order will be sent to the sender by e-mail.

SUBMITTING ORDERS

To submit an order it is necessary to fill in the DESTINATION page with the delivery address and enter the details in the PAYMENT page.

All the order data is summarized on the CONFIRM ORDER page. Once an order has been confirmed it is no longer possible to make changes.

A purchase is concluded when an order number is assigned on the Thank You page.

A confirmation is also sent by e-mail.

PAYMENTS

PAYMENT BY CREDIT CARD

Payments can be made exclusively by credit card or Paypal.
The following credit cards are accepted: Visa, MasterCard, Maestro.
Our E-commerce transactions are certified “MasterCard SecureCode” and “Verified by Visa”

Anti-fraud protection
To extend a culture oriented to the safe online payments, with our partner BNL POSitivity, who manages the IPG (Internet Payment Gateway), we choose anti-fraud systems, 3-D Secure Code, adhering at services of International Schemes Visa (Verified by Visa) and MasterCard (MasterCard SecureCode).
The 3D-Secure Protection service is a safe payment program for on-line transactions, which increases your Credit Card protection for purchases on websites certified “MasterCard SecureCode” or “Verified by Visa”.
It’s a free, easy and safe tool that protects your e-commerce deals from un-authorized purchases and from costly fraud-related chargebacks.
To guarantee the on-line purchases, the Cardholder has to register his Card to the 3D Secure service, following the Issuer indication before using the Verified by Visa and MasterCard SecureCode service. To do it, the cardholder needs to check with the bank the way to adhere. In most cases, it is enough to choose a Password to combine with the Credit Card data at the time of payment.
Once the Card is registered at the 3D Secure Code program, during the purchase process on certificated web site (as our IPG), you will be redirected on the Issuer web page, where it is required to enter the Password chosen. After completing the authentication process, you will be redirected on our e-commerce web site to complete the transaction.

PAYMENT BY CASH ON DELIVERY

You can also choose "Cash on delivery" as the form of payment on the first page of the Shopping Bag. Cash on delivery involves a supplementary charge.
At the time of delivery it is necessary to have the exact amount of the order available in cash. The carrier does not accept cheques and cannot give change.
Important: for any refunds it is necessary to have a current bank or post office account.

DEBITING OF PAYMENTS

For orders paid by credit card or Paypal, the amount is charged at the time of completion of the order.

PAYMENT SECURITY

In order to prevent fraud on the Internet, payment of orders placed on www.borbonese.com is managed over the network by the bank involved, using their own secure servers.
The bank involved is responsible for the filing and automatic processing in a safe environment of the details of each order, including the financial information.
All the financial information, including the credit card number, the expiry date, etc., are managed directly by the bank involved, which guarantees the security of online transactions.
Borbonese do not come into possession of the credit card details and are thus unable to file or record the same in any way.

DELIVERIES

COUNTRIES WE DELIVER TO

Orders can be placed from the following countries: Austria, Belgium, Bulgaria, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Holland, Poland, Portugal, Czech Republic, United Kingdom, Rumania, Slovakia, Slovenia, Spain, Sweden.

It is possible to arrange delivery of an order to a different country from the country of residence.

Transport costs may vary depending on the country of destination.

The choice of country of destination is made during the purchase process, when entering the delivery address.

DELIVERY TIMES AND COSTS

Orders placed from Monday to Friday within 09:00 a.m. (Italian time – GMT+1) will be consigned to the carrier within the same day. After this time, consignments will be dispatched the following day.

Orders will be delivered by UPS Standard delivery within 3 to 4 working days after receipt of the dispatch confirmation e-mail, with the exception of a few specific areas when longer delivery times are possible.

The dispatch and delivery of orders may be delayed by public holidays and/or events outside of the control of Borbonese or the carrier.

Delivery costs may vary from country to country. The delivery charges applicable for individual countries are as listed below.

DELIVERY CHARGES TABLE

Country	Standard Delivery
Austria	EUR 15
Belgium	EUR 15
Bulgaria	EUR 18
Denmark	EUR 15
Estonia	EUR 18
Finland	EUR 15
France	EUR 15
Germany	EUR 15
Greece	EUR 18
Hungary	EUR 15
Ireland	EUR 15
Italy	EUR 8
Latvia	EUR 18

Country	Standard Delivery
Lithuania	EUR 18
Luxembourg	EUR 15
Holland	EUR 15
Poland	EUR 18
Portugal	EUR 15
Czech Republic	EUR 18
United Kingdom	EUR 15
Rumania	EUR 18
Slovakia	EUR 18
Slovenia	EUR 18
Spain	EUR 15
Sweden	EUR 15

Cash on delivery supplement: EUR 5.00

MONITORING YOUR DELIVERY

Once an order has been shipped an e-mail will be sent containing the details of the order and the UPS tracking number for monitoring the consignment in real time.

Registered Users can also access an archive of orders in the My Account section. The order number stated in the confirmation e-mail can be used to identify the order and display all the associated information.

The carrier delivers from Monday to Friday during office hours and cannot fix appointments.

The carrier will attempt to deliver the package on three consecutive working days, in each case leaving a note including a contact telephone number.

Undelivered orders will be sent back to our warehouse.

Users are always free to contact our Customer Service.

RETURNS AND REFUNDS

RETURNS PROCEDURE AND CONDITIONS

Borbonese strive to guarantee complete Customer satisfaction. If for some reason a Customer is not fully satisfied with an order, they can return one or more items purchased and receive a full refund of the price of the returned goods. It is not possible to exchange returned items with other products.

Before dispatching goods for return it is important to check that all the conditions are satisfied. Borbonese do not accept returns that do not satisfy all the required conditions.

All products available on www.borbonese.com have identification tags. Please try on products without removing the tags because returned goods will not be accepted if they are not in exactly the same condition as they were received.

All the details of the conditions for returns are available in the Returns Procedure section.

RETURNS FORM

One or more purchased products can be returned by filling in the following Returns Form within and not after 10 working days of the delivery of the order.

Products returned from the same order must be sent together in a single consignment. Borbonese do not accept returns from the same order arriving at different times.

The company reserves the right to refuse returns communicated or dispatched late, or garments not in the same condition as when delivered.

By entering the order number in the Returns Form and carefully selecting the specific product/s to be returned, a request will be automatically generated and Borbonese will arrange collection by the carrier UPS.

TRANSPORT COSTS ON RETURNS

The cost of transport on returns is covered by the Borbonese online boutique.

REFUNDS

After our warehouse has received returns and checked that all the conditions are satisfied, a confirmation e-mail is sent. This procedure may require up to 3 working days from receipt of the package in the warehouse.

Refund times depend on the form of payment used:
• credit card payments: the time required to indicate the refund depends on the institution that issued the card. The value date of the refund is in all cases the same as the original payment, and so there will be no losses in terms of bank interest;
• payments with Paypal: the refund will be indicated within 48 hours. The effective refund against the credit card associated with the Paypal account will depend on the institute that issued the card;
• payments by cash on delivery: refunds will be paid into the relevant current bank account, and so the refund time depends on the correctness of the bank details provided. Refunds will be paid within 5 working days and the refunded amount will appear on the bank statement within a few days. It is possible to check refunds from your online account or by contacting your bank.

HOW TO CONTACT US

For further information, complaints, or assistance during purchase and after purchase, our Customer Service can always be contacted using the specific link below.

Our Customer Service is available from Monday to Friday from 9.00 to 18.00 hours, excluding public holidays.