Buyer’s Guide

Payment

• Can the invoice be made out to my company?

  Yes, it can. Just select the “company" option from the personal data and enter the tax code data required.

• How can I pay for a purchase?

  We accept the following methods of payment: Visa, MasterCard, Diners Club, American Express, JCB, Discover and PayPal.

• How much is VAT?

  Purchases from Rocca 1794 will be taxed based on the VAT rate applied in the country where the purchase is made.
  Customers cannot make Intra-Community purchases on Rocca 1794.
  Currently, the standard VAT rate in Italy is 22%.

• I did not receive the invoice with the order.

  You will receive the official Rocca 1794 invoice by e-mail within 2-3 working days of shipping the order.
  If you need assistance, please contact our operator on the hotline number 800 001794.

• Is it safe to use a credit card to purchase online?

  Yes, data are transmitted in encrypted form with an SSL protocol. For payments by Visa and MasterCard, only SEC (Secure Electronic Commerce) transactions are accepted.
  After checking that the credit card has been accepted by the SEC system, the system contacts the issuing bank in order to allow the customer to make the purchase.
  Once the bank has confirmed the authenticity of the card, the charge will be made. Otherwise the order will be cancelled.

• What VAT rate will be charged?

  Purchases from Rocca 1794 will be taxed according to the VAT rate applied in the country where the purchase is made.

• Where can I find product prices?

  The price of each product is given on the specific product sheet.

• Where do I enter my VAT number?

  If you need an invoice or you are buying for a company, you can call the hotline number 800 001794. Our experts will explain the payment options reserved for companies and help you choose the solution that best suits your needs.

• Why was my credit card declined?

  A credit card may be declined for one of the following reasons:
  – the credit card may have expired. Check that the expiry date of your credit card is valid;
  – the limit you can spend with your card may have been reached. Check with your bank that you have not exceeded the maximum amount permitted for making purchases;
  – the data entered may not be correct. Check that all the data entered in the required fields are correct.

Shipping

• Can I check my order status?

  You can check the order status at any time using the link you will receive at the time the order is shipped, with the tracking code provided by the courier.

• Can the country of delivery be different to the country of purchase?

  Yes, it can.

• How long does it take for an order to arrive?

  The delivery time depends on product availability at the warehouse.
  For products in stock at the time of placing the order, the shipment will be delivered by the courier within 48 hours.
  Products not in stock at the time of placing the order will be delivered by the courier within 7 working days.

• How much are the shipping costs?

  Shipping is free of charge.

• Where can I receive my order?

  You can receive it at the address you choose (home or office).

Returns

• How can I obtain a refund?

  Once the return of goods has been approved, you will receive the amount in the same way as you made the purchase.

• How can I return a product?

  You can request collection at home. We will send you a courier to collect the package within 7 working days. The goods must be returned in the same condition as when received, and you will need to present the related receipt. May we remind you that it is necessary to receive the goods before requesting a refund.

• Is a charge made for returns?

  All returns to Rocca 1794 are always free of charge.

• What is the deadline for returning goods?

  The deadline for returns is 1 month, starting from the date of the e-mail confirming the shipment of the goods.
  This favourable repayment term is supplementary to your right to return goods within 14 days of receiving your order.

• What should I do if the amount refunded is incorrect?

  You can contact our Customer Service on the hotline number 800 001794 and we will deal with the problem as soon as possible. Rocca 1794 reserves the right to refuse any returned goods sent or communicated after the deadline or goods that are not in their original condition.

• When will I obtain my refund?

  Once the refund has been approved (the goods must be in perfect condition), you will receive an e-mail confirming that the amount will be paid into your account within a few days.
  May we remind you that the time of the credit payment depends on your bank and not on Rocca 1794.

Gifts

• Gifts

  If you want to give someone you love a gift, you can choose our gift box. The exclusive Rocca 1794 gift comes in an elegant box embellished with a bow and accompanied by a personalised greetings card. Before completing the purchase process, select the specific box requesting the gift box and enter a short message.