How do I know if my order has been shipped?
We ship the products available in stock within one (maximum two) working days from the date of receipt of the order.
The products available on backorder are shipped within one working day from the date of manufacture, which can take up to five working days from the date of the order (timing may vary; the customer is always and promptly informed of any changes).
Once the shipment has been made, we will send you an e-mail containing the order tracking number and the indication of the courier used (generally we ship the products with DHL).
Can I change or cancel an order that has already been paid for?
There is no automatic procedure for changing or canceling an order already sent and paid.
However, you can contact us at the e-mail address firstname.lastname@example.org or at our telephone number +39 030 269 1132 (from Monday to Friday, from 8 to 12 and from 14 to 18) providing us with all the information useful for identification of the order. If the order has not yet been shipped, we will modify or cancel the order (arranging, in case of cancellation, the immediate refund on the chosen payment method).
If the order has already been entrusted to the Courier, you can proceed with the return of the unwanted items.
How can I return the purchased products?
The customer who for any reason is not satisfied with the purchase made has the right to withdraw free of charge within 14 days from the date of delivery of the order.
The right of withdrawal is excluded in the case of supply of products that are not suitable for return for hygienic reasons or related to health protection and that have been opened after delivery; for example, socks (as underwear) cannot be returned after being worn; purchased masks (as hygienic products) cannot be returned after the package containing them has been opened.
To exercise the right of withdrawal, the Customer must contact Customer Service by e-mail at email@example.com. The Customer will be informed of the procedures concerning the return of the products.
In case of withdrawal, DèPio will reimburse the payments received from the Customer as well as the delivery costs no later than 30 days from the day on which the Customer communicated to the company that he wishes to withdraw from the contract.
We will proceed with the refund in the same payment methods used by the Customer for the online purchase.
The Customer must return the products at his own expense, without undue delay and in any case within 14 days from the date on which he communicated the decision to withdraw.
We will not be able to consider requests for returns in the event that the returned product is tampered with due to misuse, neglect, damage or physical, aesthetic or superficial alterations, improper maintenance or wear and tear.
Can I return a worn item?
No, for hygienic reasons it is not possible to return a product that has already been worn or whose packaging has been compromised.
What are the refund procedures?
Any refund will be promptly credited through the platform chosen by the user for the payment of the order and, in case of exercise of the right of withdrawal, at the latest within 30 days from the date on which we became aware of the withdrawal.
Are the products in my cart reserved?
The products that the user adds to the cart are not reserved; this means that other users could buy them, making them run out of availability.
How can I contact DèPio?
You can contact us at the e-mail address firstname.lastname@example.org. We answer from Monday to Friday, from 8 to 12 and from 14 to 18.
For more information visit the Support page.