FAQ

You can check the status of your order directly from your account:
- In progress: the order is still being prepared at our warehouse;
- Shipped: the order has been picked up by the courier and is in transit to its destination;
- Cancelled: the order has been cancelled.
If you checked out as a guest, please contact Customer Service.

You can cancel an order before it is shipped by contacting Customer Care directly at customercare@ramzen.com. Once the order has been cancelled, a refund will be issued.

It is not possible to amend an order. However, you can fully cancel an order provided it is still in progress. (See 'Can I cancel an order?') You can check if it is still possible to cancel your order and request cancellation by contacting Customer Service.

It is not possible to amend an order. However, you can fully cancel an order provided it is still in progress. (See 'Can I cancel an order?') You can check if it is still possible to cancel your order and request cancellation by contacting Customer Service.

Once your order has been shipped, you will receive a confirmation email with all the details and the tracking number, which you can use to monitor the shipment.

Your order will be prepared at our warehouse within 1-2 working days and delivered to the courier. The specified shipping times are 1-2 working days for Italy and 3-4 working days for European Union countries; this applies from the point at which the order is handed over to the courier. Please bear in mind that on-time delivery may be affected by external factors such as postal delays, logistical problems, adverse weather conditions, and the inability to access the address provided.

If you have encountered issues with your order shipment, contact our Customer Care as soon as possible so that we can carry out the necessary checks.
If your order is showing as delivered but you have not received it, contact Customer Care within a maximum of 2 days after the supposed delivery date so that we can follow up as necessary with our couriers. Please note that the process of investigating these issues with our couriers can take up to 8 weeks.

If you have received an incorrect tracking number for your order shipment, please contact our Customer Care so that we can provide the correct number.

You can choose between the following payment methods:

CREDIT CARD
Once you have selected the type of card, enter the full number of the credit card or prepaid card (without spaces), the expiry date, the security code (CVV/CVC) on the back of the card, and the name and surname of the cardholder.
We accept the following credit/debit cards: Visa, Visa Electron, CartaSi, PostePay, Mastercard and American Express.
A hold will be placed on the card for the order amount; this will only be charged when the order is invoiced. If the order is fully or partially cancelled, the hold will be released automatically. The time taken to release the hold may vary depending on the credit institution that issued the card.

IDEAL
iDEAL is a reliable, secure and easy way to pay online. Payments are done using the mobile banking app or the online banking environment of your own bank.

SHOP PAY
Shop Pay is a payment method connected to Shopify environment that will improve your check-out experience. You will only need to push the Shopify button at payment page. You will be asked to fill in your credit card details, shipping and invoice addresses. For a security check, you will receive an SMS with a 6-ditits security code to allow the payment.

APPLE PAY 
It is the payment method that allows you to make online payments using your Apple devices.

GOOGLE PAY
It is a service that allows you to use the payment methods already linked to your Google account to pay for your products online.

Return is free and it will be organized completely by our Customer Care. You can return a product within 14 calendar days of delivery.
The goods must be returned intact, complete with all parts and in the original packaging (envelopes and boxes), kept and potentially used only for the time strictly necessary to ascertain and verify their nature, characteristics and size per reasonable diligence, without any signs of wear or dirtiness.

Return request:
1. Contact our Customer Care at customercare@ramzen.com providing Order number and the codes of the items you would like to return;
2. Our Customer Care will send you an authorization email complete of all the informations on how to send the parcel back and the booking of the pick up, too;
3. When your retunrn will be delivered at our warehouse and control checks will be ended, our Customer Care will inform you about refund authorisation. Depending on the warehouse workload, this could take a few days.

Reimbursement:
Once the return has been accepted, we will send you an email notification, and the refund will be issued within 14 days via the payment method used to confirm the order. If you paid cash on delivery, you will be asked to provide an IBAN via email so that your refund can be issued by bank transfer.

To submit a faulty goods return request, please contact our Customer Service. You will be asked to provide some photos of the product in which the fault is clearly visible.

If the condition of the returned product meets the requirements, you will receive a notification from our Customer Care and you will be refunded within the following 14 days to the same payment method used to place the order. If you paid cash on delivery, you will be asked to provide an IBAN via email so that your refund can be issued by bank transfer.

Subscribe to the Ramzen newsletter to stay up to date, be the first to find out what's new, and ensure you don't miss our promotions! Subscribing couldn't be simpler: just browse to the relevant section and enter the required info. If you want to unsubscribe, you can do so directly from the last newsletter you received, from the Newsletter section of our site, or from your account. If you have any issues or questions, don't hesitate to contact Customer Service.

Signing up for a personal account allows you to save your shipping details, view your order history, track orders, and enter return details yourself. Creating an account couldn't be simpler: click on the icon in the top right and enter the required info. If you have forgotten your account password, follow the 'Forgot Your Password?' link. Our system will send an automated email to the registered email address containing a link. By clicking on this link, you can create a new login password. If you would like to delete your account, please contact Customer Service.

If you would like more information regarding your online purchases, such as order status, shipping times, the returns process or any other questions, please do not hesitate to contact us by filling in the form here , by calling us at +39 041 9690904, or by emailing us at customercare@ramzen.com. We're here to help from Monday to Friday from 8.30am to 1.00pm and from 2.30pm to 6.00pm (CET).