Frequently asked questions

 

1. HOW CAN I CONTACT YOU FOR QUESTIONS OR ASSISTANCE?

You can contact us in the following ways:

- Through our "contact us" section or by clicking the "Assistance" button on the Site.

- By e-mail at support@csp-ecommerce.zendesk.com

- By phone at the number +39 0376 8101 (please select "customer service") on weekdays from 8:30 to 12:30.

 

2. HOW MUCH DOES SHIPPING COST?

In Europe, shipping is free for orders over £ 59. 

For orders below this amount, a contribution may be requested ((currently £14.00 : this amount includes transport costs, charges and customs duties) as specified before confirming the order. 


3. HOW CAN I PAY FOR MY ORDERS?

The payment methods accepted are: 

- PayPal

- Credit or debit cards Visa MasterCard American Express, Maestro, Carte Bleue

- Visa and MasterCard rechargeable cards

- Sofort instant transfer

- In convenient interest-free instalments with Klarna 

Cash on delivery is not possible.


4. HOW DOES THE KLARNA INSTALMENT PLAN WORK? 

You can pay in three interest-free instalments to spread the cost over time:

- Add items to your shopping cart for a minimum total amount of €35.

- Go to checkout and choose the Klarna payment method

- Enter your debit or credit card details

- Pay in three instalments. The first payment will be made when your order is processed and the remaining 2 will be made every 30 days.


5. HOW DO RETURNS WORK WITH KLARNA? 

If you cancel your purchase or return an order, we will cancel all remaining payments and refund all amounts already withdrawn to your card.

 

6. I HAVE A PROMOTIONAL CODE, HOW CAN I USE IT ONLINE?

You can enter your promotional code at checkout in the dedicated field.


7. WHAT IS THE DELIVERY TIMING FOR MY ORDER?

We do our best to ship your order on the following working day after receipt.

Normally in Europe we deliver within 72 hours from dispatch. In some remote areas it may take a few more days.

If you would like to report a delay, please contact our customer service through the "contact us" section of our Site. 


8. WHEN IS THE PAYMENT CHARGED?

- In the case of payment by card or PayPal, payment for the order is charged when the products are shipped. You may receive a request to pre-authorise the amount of the order.

- In the case of payment by instant transfer, the charge is made the same day.


9. I HAVE NOT RECEIVED A CONFIRMATION E-MAIL FOR AN ORDER I HAVE PLACED.

Check your junk mail or spam folder, the sender is oroblu@cspinternational.it 

If you still can't find the e-mail, the payment may have failed or you may have left a different e-mail: check your order in your private area of the Site.

If you have placed an order as a guest or have any other problems, please contact our customer service through the “contact us” section of our Site. 


10. I RECEIVED THE PRODUCTS BUT THE SIZE IS NOT RIGHT. CAN I REPLACE THEM? 

All our customers have 14 days from the delivery date to request a return.

The products must be returned intact, undamaged and with the bar code and any other seal that is part of the Products.


11. IS IT POSSIBLE TO MAKE A RETURN? 

You have 14 days from receipt of the products to request a return and a further 14 days to send it to us.

You can make a return in different ways:

- By e-mail to support@csp-ecommerce.zendesk.com

- Via the "contact us" section on our Site

- By using our chat service active on weekdays from 8.30 to 12.30 and from 14.00 to 18.00.

The Products must be returned intact, undamaged and with the bar code and any other seal that is part of the Products to the following address: 

CSP International Fashion Group S.p.A. - returns office - Via Piubega 5C, 46040 Ceresara (MN) - ITALY


12. HOW DO I RECEIVE A REFUND FOR A RETURN AND HOW LONG DOES IT TAKE?

Refunds are made within and no later than 14 days from the date of shipment of the products by the customer to the same payment method used to pay for the order. 

If this is not possible (e.g. due to a lost card) please contact customer service to arrange a different method of refund. 

The products will be examined to assess any damage or tampering not resulting from transport.


13. HOW MUCH DOES A RETURN COST ME?

Returns are free of charge if for some reason you have received a different product from the one you ordered. Contact our customer service through the "contact us" section.

In all other cases you can return the products to us at your own expense, choosing the shipping method you prefer. 


14. HOW CAN I TRACK MY ORDER?

You can check the tracking of your order in your private area of the Site (if you have not ordered as a Guest).

In any case, you will receive an e-mail with the tracking information for your order as soon as the package is shipped.

For any need you can contact our customer service through the "contact us" section of our Site.


15. I WAS NOT PRESENT WHEN THE COURIER PASSED BY. WHAT SHOULD I DO?

You will find a notice in your mailbox with instructions on how to plan a new delivery.

You will receive an e-mail to inform you that the courier has attempted a delivery. 

If you do not inform us within ten days of new instructions, the package will be returned to our warehouses and we will refund you.

For any need you can contact our customer service through the "contact us" section of our Site.


16. CAN I CREATE AN ACCOUNT ON YOUR SITE?

Yes, by creating an account you will be able to check your orders, enter multiple shipping addresses, check the progress of your shipments and make returns independently.

If you don't want to create an account, you can always place an order as a guest: in this case you will receive a tracking e-mail to track the progress of your order. 

For any need you can contact our customer service through the "contact us" section of our Site.


17. CAN I CANCEL OR MODIFY AN ORDER?

Yes, by contacting our customer service through the "contact us" section of our Site before the package is shipped.


18. I HAVE ENTERED AN INCORRECT DELIVERY ADDRESS, CAN I CHANGE IT?

Yes, but you must contact our customer service through the "contact us" section of our Site

before the package is shipped.