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Customer Care

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1.purchase information

product sheet Inside product sheet users can check item details before adding them to the Shopping Bag. 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 color, 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 The total amount for the order displayed on the first page of the Shopping Bag corresponds to the total price of the products purchased (without the shipping costs).

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

sending gifts If you would like to send a gift, choose the "Ship to different address" option on the first page of Checkout. 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 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.

2.payments

payment by credit card Payment can only be made by credit card or Paypal. The credit cards accepted are: Visa, Mastercard, American Express. The payment is processed in page by the gateway https://www.braintreepayments.com/ meeting all the international anti-fraud and security standards.

debit 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.

3.delivery

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 DHL Express courier within 2 to 3 working days after receipt of the dispatch confirmation e-mail (Standard Shipping) or within the next working for orders placed before 12:00am, Monday to Thursday (Express Shipping), 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.

Country Standard shipping Express shipping
Italy 9 € 18 €
Austria 15 € 30 €
Germany 15 € 30 €
Belgium 15 € 30 €
France 15 € 30 €
Luxembourg 15 € 30 €
Principality of Monaco 15 € 30 €
Holland 15 € 30 €
Galles 14 £ 32 £
United Kingdom 14 £ 32 £
Scotland 14 £ 32 £
Spain 16 € 32 €
Denmark 16 € 32 €
Finland 16 € 32 €
Greece 16 € 32 €
Northern Ireland 16 € 32 €
Ireland 16 € 32 €
Portugal 16 € 32 €
Sweden 16 € 32 €
Bulgaria 17 € N/A
Slovenia 17 € N/A
Romania 17 € N/A
Czech republic 17 € N/A
Latvia 17 € N/A
Lithuania 17 € N/A
Hungary 17 € N/A
Slovakia 17 € N/A
Estonia 17 € N/A
Poland 17 € N/A

monitoring your delivery Once an order has been shipped an e-mail will be sent containing the details of the order and the DHL Express 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.

4.returns and refunds

returns and refunds conditions Borbonese strives to guarantee complete Customer satisfaction. If for some reason Customers are 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.

return form Users who own a Borbonese My Account can return one or more purchased products by filling in the return form available on “My Account – My Orders” page within 14 working days of the delivery date. For users who have placed an order as a “guest” i.e. who don’t have a Borbonese My Account it is possible to return one or more purchased products by filling in the return form available here. 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 DHL Express.

returns transport costThe cost of transport on returns is covered by Borbonese Online Boutique.

refunds 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;
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