CUSTOMER SERVICE

Welcome to www.silviagnecchi.com (the “Site”), the official online shop of Silvia Gnecchi.

The products offered on SilviaGnecchi.com are sold and invoiced by SILVIA GNECCHI S.R.L., with registered office at Piazza Napoli 34, 20146 Milano (MI), Italy, VAT number and tax code 13128090969, certified email (PEC) silviagnecchisrl@pec.it.

For any information about orders, shipping and purchases in general, you can contact Silvia Gnecchi Customer Care at the following addresses:

customer care email: customer@silviagnecchi.com, or WhatsApp Business at +39 333 229 1791 (chat only).

Monday to Friday, 10:00 to 18:00 (Rome/Paris/Berlin time: GMT+1).

GENERAL CONDITIONS OF SALE

Art. 1 – Acceptance of the general conditions of sale and conclusion of the contract

The contract between SILVIA GNECCHI S.R.L. and the Customer (meaning the natural person who makes a purchase on the Site for purposes unrelated to their trade, business or profession) is concluded when Silvia Gnecchi accepts the order, even in part. If the order is not accepted, SILVIA GNECCHI S.R.L. will promptly inform the Customer.

By placing an order through the order form on the Site (the “Order”), the Customer confirms that they have read all the information provided during the purchase process and fully accepts these general conditions (the “Conditions”).

These Conditions may be printed or saved on a durable medium, in accordance with Article 12 of Legislative Decree 70/2003 and Article 51 of Legislative Decree 206/2005, as amended by Legislative Decree 21/2014.

Art. 2 – How to purchase

The products offered for sale by Silvia Gnecchi are only those shown on the Silvia Gnecchi website at the time the Order is placed, as described in the relevant product pages.

The images accompanying a product description are for information purposes only and may not perfectly represent its characteristics; they may differ, for example, in colour and size (also depending on the browser and screen used to access the Site and view the images).

To place an Order, the Customer must complete the order form on the Site in full and submit it after carefully reading these Conditions and the characteristics of the product(s) they intend to purchase. If the Customer wishes to receive a tax invoice for the purchase, they must request it from Silvia Gnecchi, pursuant to Article 22 of Presidential Decree 633/1972.

Silvia Gnecchi confirms receipt of the Order by email, sent to the address provided by the Customer. This confirmation summarises the purchase conditions, as required by applicable law, together with the details entered by the Customer in the Order, so that the Customer can check them and promptly report any corrections.

Art. 3 – Prices and payment methods

Prices shown on the Site include taxes and VAT. Any shipping or payment costs are always communicated to the Customer in advance on the Site or in these Conditions.

The following payment methods are accepted:

• PayPal
  The Customer may pay through the PayPal system, according to its specific terms.
• Credit card
  For payments by credit card, the transaction may be processed through the secure PayPal server or another secure server chosen by Silvia Gnecchi. At no time and at no stage of the payment will Silvia Gnecchi have access to the Customer's credit card details, which are transmitted through a secure connection directly to the bank processing the transaction. No Silvia Gnecchi system stores this data, and Silvia Gnecchi therefore cannot be held liable for any fraudulent or improper use of credit cards by third parties at the time of payment.

Delivery of products and related costs

Purchased products will be delivered to the address given by the Customer in the Order within 7–10 working days, starting 24–48 hours after Silvia Gnecchi registers the Order, at the cost shown on the Site before the Order is submitted.

Silvia Gnecchi reserves the right to accept or decline deliveries requested outside Italy or Europe. For deliveries outside Italy, shipping costs and delivery times may vary.

For deliveries to countries outside the European Union, any import customs charges are paid by the recipient. The Customer is therefore advised to check costs and any import restrictions with the customs authorities of their country in advance.

Delivery times given by Silvia Gnecchi are indicative only. A delay, or delivery in several separate shipments, does not entitle the Customer to refuse delivery or to claim compensation or damages.

On delivery, the Customer must check:

• that the number of parcels delivered matches the number shown on the transport document;
• that the packaging is intact, undamaged, dry and otherwise unaltered, including the sealing materials (adhesive tape or metal straps).

Any damage to the packaging and/or the product, or any discrepancy in the number of parcels or in the information shown, must be noted immediately by writing a specific remark on the delivery document to be returned to the courier.

Any problems concerning the physical integrity, correspondence or completeness of the products received must be reported within 3 days of delivery, as set out in this document.

Art. 5 – Right of withdrawal

Pursuant to Article 52 of Legislative Decree 206/2005, as amended by Legislative Decree 21/2014, the Customer may withdraw from these Conditions, and therefore from the purchase contract, for any reason, without giving reasons and without any penalty, within 14 (fourteen) days of receiving the products.

To exercise the right of withdrawal under Article 5.1 above, the Customer must notify Silvia Gnecchi within the stated period by email to customer@silviagnecchi.com, or by using the form provided on the Site.

In the event of withdrawal, the Customer must return the products to our warehouse within 14 (fourteen) days of the withdrawal, at the following address:

SILVIA GNECCHI S.R.L., Piazza Napoli 34, 20146 Milano (MI), Italy

The goods must be returned intact, complete in all their parts and in their original packaging (bags and boxes), having been kept with normal care and handled only as far as strictly necessary to establish their nature, characteristics and fit, with no signs of wear or dirt, and in compliance with the following conditions:

• the right of withdrawal applies to the purchased product in its entirety; it cannot be exercised on only part of the product purchased (e.g. accessories, add-ons, etc.);
• for the withdrawal to be valid, the product must be intact and returned in its original packaging, complete in all its parts (including packaging and any documentation and accessories: labels, tags, seals, etc.);
• the shipment is the full responsibility of the Customer until receipt is confirmed at the warehouse indicated by Silvia Gnecchi;
• if the goods are damaged in transit, Silvia Gnecchi will inform the Customer so that they can promptly file a claim with the courier they chose and obtain reimbursement; the product will then be made available to the Customer and the withdrawal request will be cancelled;
• Silvia Gnecchi accepts no liability for damage, theft or loss occurring during or as a result of the return shipment;
• Silvia Gnecchi will refund the Customer the full amount paid, less any additional shipping costs pursuant to Article 56(2) of Legislative Decree 21/2014, within 14 (fourteen) days of the withdrawal, by reversing the amount charged and using the same means of payment used by the Customer for the original transaction, unless otherwise agreed. The Customer will not incur any costs as a result of the refund, except for return costs where the standard return procedure has not been used or where the return is not shipped from Italy.
  Silvia Gnecchi may withhold the refund until it has received the returned product or until the Customer has shown proof of having returned it, whichever is earlier.

In any case, the Customer loses the right of withdrawal where Silvia Gnecchi finds that:

• the returned product and/or its accessories and/or its packaging are not intact;
• the product is missing its original outer and/or inner packaging;
• the product is missing any of its integral parts and/or accessories (e.g. fastenings, laces, buckles, etc.);
• the product is missing its single-use security seal.

Where the right of withdrawal is lost, Silvia Gnecchi will return the purchased product to the sender, charging them the shipping costs and, if already refunded, the price of the product.

Art. 7 – Complaints and requests for information

Any complaint or request for information may be sent to Silvia Gnecchi at the following contacts:

• customer care email: customer@silviagnecchi.com
• telephone: +39 02 4944 5866

Art. 8 – Privacy

Personal data collected when an Order is placed will be processed by Silvia Gnecchi solely to fulfil the Customer's requests, in compliance with Legislative Decree 196/2003 and the privacy policy published on the Site. Any further processing will take place only with the Customer's express consent.

Art. 9 – Governing law

The sales contract governed by these Conditions and its performance are subject to Italian law, excluding its conflict-of-law rules and the United Nations Convention on Contracts for the International Sale of Goods. Any disputes will fall under the jurisdiction of the court of the Customer's place of residence.

Art. 10 – Copyright

Trademarks, logos and other distinctive signs on the Site belong to their respective owners. Their use by unauthorised third parties, including reproduction on other websites, is prohibited. The contents of the Site (texts, images and graphics) are protected by copyright.

Art. 11 – Entire agreement

The contract supersedes all previous contracts, agreements and understandings between the parties and, together with the order, the general conditions of use of the Site and the conditions of the registration service, constitutes the entire agreement between the parties on its subject matter. Any change or amendment to the contract must be accepted in writing by both parties.

Art. 12 – Communications

All communications between the parties must be made in writing and sent to the other party's address as stated in the contract and in the order. Communications sent to the other party's email address, as stated on the Site and in the order, are also deemed to be in writing.

Communications concerning the validity or existence of this agreement must be delivered by hand or sent by registered letter with acknowledgement of receipt only.

Art. 13 – Language

The sales contract is drawn up in one version only: Italian.