Frequently Asked Questions

🛒 ORDERS & ACCOUNT

1. Do I need to create an account to place an order?

Registration is optional but strongly recommended. Creating an account allows you to track your order status, monitor shipments, manage returns independently, and access exclusive promotions.

You can still check out as a Guest: in this case, all notifications and updates will be sent directly via email.

2. Can I cancel or modify an existing order?

You can request to cancel your order by emailing ecommerce@bottaeb.it prior to receiving the shipping notification (and in any case within 24 hours of purchase). If the parcel has already been handed over to the courier, you will need to await delivery and initiate a standard return.

3. How can I check my order status?

Log in to your account and go to the "My Orders" section. Your order will display one of the following statuses:

• Pending: Awaiting payment confirmation (e.g., bank transfer).

• Processing: Our team is preparing your package for shipment.

• Shipped: The parcel has been handed over to the courier. You will receive an email containing the tracking link and tracking number.

4. Can I add out-of-stock items to my shopping cart?

As a rule, sold-out items cannot be purchased. However, as stock levels update periodically, an item may occasionally appear temporarily available. Should a inventory discrepancy occur, our customer support team will contact you promptly to offer a suitable alternative or an immediate refund.

💳 PAYMENTS

5. What payment methods do you accept?

We offer several secure payment options:

• Credit / Debit Cards & PayPal: Secure processing via Stripe and PayPal gateways. 3D Secure authentication through your banking app may be required.

• Apple Pay & Google Pay: Fast and secure checkout from smartphones and compatible devices.

• Klarna: Pay in 3 interest-free monthly installments.

• Bank Transfer: Banking details will be emailed to you upon order confirmation. Shipment will be dispatched as soon as the funds are credited.

• Cash on Delivery (COD): Available for deliveries within Italy only (cash payment upon delivery to the courier), with a €6.00 surcharge.

6. Can I request a commercial invoice?

Yes. You can request an invoice by sending an email to ecommerce@bottaeb.it at the time of order placement, providing full billing details (Company/Full Name, Tax ID, VAT Number, and SDI/PEC code where applicable). Electronic invoices will be issued accordingly.

🚚 SHIPPING & DELIVERY

7. What are the shipping costs and estimated delivery times?

Delivery times and charges vary depending on the destination:

• Italy: FREE Shipping on all orders (delivery within 1 – 3 business days).

• European Union (Zone 1): €20.00 (Free for orders > €250.00) – Delivery within 2 – 4 business days.

• European Union (Zone 2): €25.00 (Free for orders > €250.00) – Delivery within 3 – 7 business days.

• Non-EU Countries (UK, Switzerland, Norway): €30.00 – Delivery within 2 – 7 business days (DDU shipping: local customs duties and import taxes are the responsibility of the recipient).

For full country zone details, please visit: https://www.bottaeb.it/en/shipping-and-return

8. What happens if I am not home when the courier arrives?

The courier will make a second delivery attempt on the following business day. If the second attempt is also unsuccessful, the parcel will be held at the nearest pickup location or courier depot. You will receive email/SMS instructions on how to release or collect your package.

9. What should I do if the parcel arrives damaged or tampered with?

Upon delivery, always check the physical condition of the packaging. If the box appears opened, damaged, or tampered with:

1. Accept the delivery by signing with "subject to inspection" ("riserva di controllo") with the driver, explicitly stating the damage on the delivery slip, or refuse the parcel altogether.

2. Take clear photos of the parcel before opening it.

3. Immediately report the issue to ecommerce@bottaeb.it, keeping all original packaging intact.

🔄 RETURNS & SIZE EXCHANGES

10. How do I request a return or size exchange?

You can request a return within 15 days of receiving your order by accessing the Returns section in your user account or by contacting ecommerce@bottaeb.it.

Once your return is authorized:

• Size Exchange / Replacement: The first size exchange is FREE (for Italy & EU).

• Return for Refund: We will send you a shipping label via email. Simply attach it to the package and drop it off at a designated pickup location (Punto Poste for Italy, UPS Access Point for international shipments).

• Return shipping charges will be deducted from your final refund (Italy: €10.00 | EU: €20.00 | Non-EU: €30.00 + applicable customs duties).

11. What are the return conditions and how will I receive my refund?

Returned items must be unworn, unwashed, undamaged, fitted with all original tags/security seals, and returned in their original packaging (including branded shoe boxes and dust bags). Branded shoe boxes are considered an integral part of the product and must not be used as outer shipping packaging or taped directly.

Once your return is received and inspected at our warehouse, your refund will be processed within 3 business days via the original payment method used at checkout (Credit Card, PayPal, or Bank Transfer).