SHIPPING
How to track my order?
As soon as your order is ready for shipment, you will receive a confirmation email with the link to track the delivery. From there, you can check in real time for any delays or issues the carrier may have in locating the address.
You can also check the shipping status at any time by accessing the "Orders" section of your account, clicking on "Track your order," or directly through the chatbot by selecting "Track my order."
The tracking link becomes active within 24 hours of shipment.
How much does the delivery cost?
The cost of standard shipping in Italy is €5.90 and is free for all orders over €120.
For Europe, shipping starts at €11.90 and the final cost will be calculated automatically at checkout based on the delivery address entered.
What is the delivery time for my online order by courier?
For standard shipping, delivery times in Italy range from 2 to 4 working days starting from when the order is taken in charge by our warehouse.
The indicated times refer to orders completed by 12:00 noon, from Monday to Friday.
Orders placed after this time will be processed on the next working day.
Please note that, on special occasions (e.g., Sales, Black Friday, Cyber Monday, etc.), processing times may experience slight delays, despite our constant effort to ensure swift and efficient shipments.
For shipments to Europe, delivery generally takes 3-6 working days, depending on the destination country.
Who delivers my order?
In Italy, deliveries are made by the courier BRT.
For orders sent directly to Europe and worldwide, we rely on the couriers FedEx and DPD.
In which countries does the shipping take place?
We ship throughout Italy, to all countries of the European Union, and also to the rest of the world.
Shipping costs and delivery times vary depending on the destination and are calculated automatically at checkout.
I entered a wrong shipping address, how can I change it?
At the moment, it is not yet possible to change the shipping address of an order on your own.
We suggest you contact our Customer Service providing your order number and the correct address: we will take care of changing the address if possible, or contacting the carrier to check the possibility of delivering your order to the new shipping address.
The estimated delivery time has passed, but I have not yet received the package.
Our customer service does not take on the task of tracking the delivery of each shipment.
The customer is required to check the status of the shipment using the tracking number provided by the carrier. Only after carrying out this check can they contact our customer service in case of any issues.
The shipment is marked as delivered but I have received nothing. / The shipment is marked as sent without updates.
First of all, we recommend checking with your neighbors, the mailbox, or the caretaker.
In such cases, we open a case with the delivery service. The resolution may take up to 45 days. Until the case is closed with an official confirmation from the delivery service, we do not issue refunds nor send new products.
If you cannot wait, you can place a new order or contact the delivery service's customer support directly to expedite the case.
Returns and Refunds
Can I return a product?
Yes, we accept returns within 14 days of delivery, provided the product is intact, unused, and in the original packaging.
It is not possible to return opened or used products.
Important: The return request, acceptance, and courier booking must be completed within this 14-day period.
How do I request a return?
Contact our Customer Service indicating:
- the order number
- the reason for the return
- a photo or video of the product
You will receive detailed instructions to carry out the return.
Please note that the shipping costs for the return are the customer's responsibility.
I have received a damaged or non-working product, what should I do?
We are sorry for the inconvenience!
Follow the same procedure as for returns: contact us with the order number, photo or video of the damage, and a brief description of the problem.
We will assist you as soon as possible to resolve the situation.
When will my return be processed?
All returns will be processed within 30 days of receiving the product.
After inspection and processing, the refund will be made to the original payment method (credit card, PayPal, bank transfer, etc.).
When will I receive the refund?
Once the product has been received and it is confirmed that it meets the return conditions, we will issue the refund within 5-7 working days using the same payment method used for the order.
If the payment was made through Klarna, PayPal or other similar services, any questions regarding the refund should be directed to them after we have issued it.
I paid in cash on delivery (cash on delivery), how will I receive the refund?
In the case of orders paid by cash on delivery, we cannot issue a direct refund. A credit of equal value will be created, which can be used for a future purchase in our online shop.
Orders
How can I check the status of my order?
You can check the status of your order at any time by accessing the “Orders” section of your account after logging in.
If you did not create an account at the time of purchase, you can still track the shipment through the chat bot by selecting the “Track my order” option.
You will be asked to enter the order number and the email used during the purchase.
Can I change or cancel an order?
It is currently not possible to change or cancel an order on your own.
We invite you to contact our customer service as soon as possible, so we can check the status of the order and try to help you as quickly as possible.
I have not received the confirmation email. What should I do?
The confirmation email is sent to the email address provided during the purchase process. We recommend carefully checking:
- the inbox;
- the Spam or Junk mail folder;
- any tabs such as Promotions (especially for Gmail).
If you have not received any email and wish to check the status of your order, please contact our Customer Service through the chat on the website or by writing to info@cilioshop.it: we will help you resolve the issue as soon as possible.
My order is on hold. How can I release the delivery of my order?
If you wish to release the shipment of your order, we ask you to contact our Customer Service, always providing the order number and the shipment tracking number.
We will take care of releasing it based on the information requested by the carrier.
I did not receive all the items I had bought. What can I do?
We invite you to contact our Customer Service as soon as possible, providing:
- the order number
- the email used for the purchase
- a photo of the received package, including the contents and the external label
We will promptly check the situation and assist you in the best way.
I have a promotional code/a discount. How can I use it during online purchase?
At the final stage of the order, in the "Discount Code" box you can enter the provided discount code.
Make sure there are no extra spaces before or after entering the data. Remember to apply it before proceeding with the payment.
Please note that for each purchase, you can use only one promotional code.
Payments
What are the payment methods available on our website?
On www.cilioshop.it you can choose from various safe and quick payment methods:
- Credit cards: VISA, Mastercard, Maestro, AMEX, UnionPay
- Prepaid cards: such as Postepay
- Klarna: pay in 3 easy installments
- Cash on delivery: payment in cash upon delivery
- PayPal
- Apple Pay (available on Apple devices)
- Google Pay
When is the payment charged to my credit card?
All payments made with credit card and Paypal are initially authorized, and only later processed.
The charge (the processing of the amount) will occur only at the time of shipment.
Can I pay in cash?
By choosing the payment method of cash on delivery, you can pay for your order in cash at the time of delivery directly to the courier, up to a maximum of €1,999.99.
The service fee is €3.
Is my payment safe?
The safety of your payment is our foremost concern. We use industry-standard encryption methods to safeguard your financial information during transactions.
Our payment partners strictly follow PCI DSS compliance standards for handling your card data. Additionally, our website employs highly reliable SSL certificates, enhancing the protection of your sensitive information.
We assure you that your payment details are handled with the highest level of care and security.
Can I pay in installments?
Yes, you can pay in three monthly installments of the same amount using Klarna's Pay in 3 installments.
The first installment will be charged as soon as the purchase is completed, while the other two installments will be charged in the following two months.
Klarna will notify you in advance before proceeding with the charge.
Klarna Pay in 3 installments is completely free, provided the installments are paid by the due date. If one or more installments are not paid by the due date, a late payment fee will be charged.
Frequently Asked Questions
What is the "Cilio Lash Loyalty" loyalty program and why sign up?
Our loyalty program rewards you with exclusive benefits through a points collection dedicated to registered customers. By logging into your account and completing purchases, you can accumulate points and reach one of the 3 available ranks, each with increasing benefits.
You can consult the full rules at the following link
Can I pay cash on delivery and pick up my purchase at a BRT point?
We currently do not support this service; the payment methods we accept for collection at Fermo Point are prepaid (e.g., credit card, PayPal, ...).
How and when can I contact customer service?
You can always contact us via chat or by writing to info@cilioshop.it.
The Customer Service is available from Monday to Friday from 09:00 to 17:00* throughout the year except for the following holidays:
January 1
January 6
Easter Monday
May 1
May 30
Corpus Christi
August 15
November 1
November 18
December 24-25-26
December 31
*The above hours may change during periods of high activity.
