Payments

What payment methods are available on our website?

On www.cilioshop.it you can choose from several secure and fast payment methods:

  • Credit cards: VISA, Mastercard, Maestro, AMEX, UnionPay
  • Rechargeable cards: like Postepay
  • Klarna: pay in 3 easy installments
  • Cash on delivery: pay in cash upon delivery
  • PayPal
  • Apple Pay (available on Apple devices)
  • Google Pay

Can I pay in cash?

By selecting the cash on delivery payment method, 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.

What happens if I refuse a cash on delivery (COD) order?

Cash on delivery (COD) involves a commitment to purchase.

If an order is refused at the time of delivery without a valid reason previously communicated to our customer service, or for unjustified reasons (such as a change of mind or order error), we reserve the right to limit or disable the cash on delivery payment method for future purchases.


This measure is necessary to avoid unsustainable logistical costs and reduce uncollected shipments, also contributing to a lower environmental impact.

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 transfer of the amount) will occur only at the time of shipment.

Is my payment secure?

The security of your payment is our priority. We implement industry-standard encryption protocols to protect your financial information during transactions.

Our payment partners strictly adhere to PCI DSS compliance standards for handling your card data. Additionally, our website uses high-reliability SSL certificates, enhancing the protection of your sensitive information.

We assure you that your payment data is handled with the highest level of care and protection.

Can I pay in installments?

Yes, you can pay in three equal monthly installments using Klarna Pay in 3 installments.

The first installment will be charged immediately after completing the purchase, 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.

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 chatbot 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 modify or cancel an order?

It is currently not possible to modify 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 assist 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 checking carefully:

  • the inbox;
  • the Spam or Junk Mail folder;
  • any tabs such as Promotions (especially for Gmail).


If you have not received any email and want to check the status of your order, please contact our Customer Service via 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 want 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 courier.

I did not receive all the items I purchased. 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 immediately 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 checkout stage, in the "Discount Code" box, you can enter the provided discount code.

Make sure there are no extra spaces before or after entering the code. Remember to apply it before proceeding with the payment.

Please note that for each purchase, you can use only one promotional code.

SHIPPING

How do I 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 courier 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 is activated within 24 hours of shipment.

How much does shipping 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 via courier?

For standard shipping, delivery times in Italy range from 2 to 4 business days starting from when the order is processed by our warehouse.

The indicated times refer to orders completed by 12:00 PM, Monday to Friday.

Orders placed after this time will be processed on the next business day.


Please note that during special events (e.g., Sales, Black Friday, Cyber Monday, etc.), processing times may experience slight delays, despite our constant commitment to ensuring fast and efficient shipping.


For shipments to Europe, delivery typically takes 3-6 business days, depending on the destination country.

Who delivers my order?

In Italy, deliveries are made by the courier BRT.

For direct orders in 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 in 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 an incorrect shipping address, how can I change it?

At the moment, it is not yet possible to change the shipping address of an order independently.

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 courier to check the possibility of delivering your order to the new shipping address.

The estimated delivery times have passed, but I still haven't received the package.

Our customer service does not take on the task of monitoring the delivery of each shipment.

The customer is required to check the status of the shipment using the tracking number provided by the courier. Only after performing this check can they contact our customer service in case of any issues.

The shipment is marked as delivered but I have not received anything. / The shipment is marked as dispatched without updates.

First of all, we recommend checking with your neighbors, the mailbox, or the building manager.

In these cases, we open a case with the courier. Resolution can take up to 45 days. Until the case is closed with official confirmation from the courier, we do not issue refunds or send new products.

If you cannot wait, you can place a new order or contact the courier's customer service directly to expedite the case.

Dovrò pagare dazi doganali e tasse sul mio ordine internazionale (Extra UE)?

Sì, tutti gli ordini internazionali vengono spediti con formula DDU (Delivered Duty Unpaid, consegna con dazi non pagati). I dazi doganali, le tasse e le spese di sdoganamento del corriere sono determinati dall'ufficio doganale locale e devono essere pagati dal destinatario al momento della consegna.

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 by email at info@cilioshop.it indicating:

  • the order number
  • the reason for the return
  • a photo or video of the product

You will receive detailed instructions on how to make the return.

Please note that the shipping costs for the return are the responsibility of the customer.

I received a damaged or defective product, what should I do?

We apologize for the inconvenience!

Reports for damaged or defective products must be submitted within 30 days of delivery. After this period, claims will no longer be accepted.

To open a report, contact us exclusively by email at info@cilioshop.it including:

  • order number
  • photo or video of the damage
  • 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 verification 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 verified that it meets the return conditions, we will issue the refund within 5-7 business 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 our issuance.

I paid cash on delivery (COD), 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 store.

Can I request a refund for a digital product?

No, digital products (such as ebooks, guides, or downloadable files) are not refundable.

Once the purchase is completed and access to the content is granted, returns, cancellations, or refund requests are not possible, as these are immediately accessible contents.

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 statuses, each with increasing benefits.

You can consult the full terms and conditions 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 pickup 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.

Customer Service is available Monday to Friday from 9:00 AM to 5:00 PM* all year round except on 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.