{"id":99742,"date":"2017-08-23T09:55:41","date_gmt":"2017-08-23T09:55:41","guid":{"rendered":"https:\/\/www.souvenirclubbing.com\/faq-domande-frequenti\/"},"modified":"2026-01-21T15:19:00","modified_gmt":"2026-01-21T14:19:00","slug":"faq-frequent-questions","status":"publish","type":"page","link":"https:\/\/www.souvenirclubbing.com\/en\/faq-frequent-questions\/","title":{"rendered":"F.A.Q."},"content":{"rendered":"

[vc_row][vc_column][vc_tta_accordion active_section=””][vc_tta_section title=”I HAVE ADDED A SERIES OF PRODUCTS IN THE CART, ARE THEY BOOKED?” tab_id=”1610704135084-38f1a24d-1a97″][vc_column_text]The registered user keeps the products in the cart for 1 hour, but without any right of first refusal towards other users. The items are actually reserved only after the payment process has been completed.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”HOW DO I CHECK THE STATUS OF MY SHIPMENT?” tab_id=”1610704204790-0b424842-e81b”][vc_column_text]Through the “tracking number” sent by e-mail, following the procedures indicated on the UPS website. We also remind you that your order is immediately visible in the “My Orders” section, accessible within the reserved area from the “My profile” item. Here you can see the history of past orders and the status of your shipments, via a link to the UPS website.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”WHAT IS THE RETURNS POLICY?” tab_id=”1610704322438-551bdcd3-3c35″][vc_column_text]<\/p>\n

Return Policy<\/h2>\n

Returns and exchanges are possible within 14 days from the date of receipt of the order following the procedure described below.
\n<\/u><\/strong><\/p>\n

The first return is free:<\/p>\n

if you are still not satisfied with the items after the first exchange, you can then return them at your own expense.<\/p>\n

It is not necessary to return an entire order, but also only a part of it.<\/p>\n

If, instead, you want to return several items from the same order, it is preferable to return them in a single shipment (where shipping is free for the first return)<\/p>\n

YOUR DOCUMENTATION<\/h5>\n

1- RETURN AND EXCHANGE FORM
\n2- UPS LABEL<\/p>\n

HOW TO RETURN AN ITEM OR AN ENTIRE ORDER<\/h5>\n

Do you need to return? <\/strong><\/p>\n

The products are REFUNDED through this procedure, and they must be sent within 14 days from the date of receipt of the order.<\/p>\n

    \n
  • Fill out the return and exchange form.<\/li>\n
  • Insert the completed return form in the package, with the items you want to return.<\/li>\n
  • Apply the UPS label to the package and close the package carefully.<\/li>\n
  • Make an appointment to collect the package with the UPS courier.<\/li>\n
  • After having received the package we will send you a confirmation of receipt by email. Please keep your proof of postage until you receive the return confirmation by email.<\/li>\n
  • After our staff has received the return and checked the integrity of the products, the refund procedure will be carried out using the same payment method used during the purchase.<\/li>\n<\/ul>\n

    The conclusion of this procedure will occur within 14 working days of receipt of the return received, by re-crediting the amount, equal to the value of the goods and any shipping costs.<\/p>\n

    Do you need to make an exchange? <\/strong><\/p>\n

    If you have made a purchase and you want to EXCHANGE ONE OR MORE ITEMS, you can always do it no later than 14 days from the date of receipt of the order through the following procedure:<\/p>\n

      \n
    • Contact our Customer Service and book the new size or the variant you desire.<\/li>\n
    • Insert the completed return form in the package, with the items you want to return.<\/li>\n
    • Apply the UPS label to the package and close the package carefully.<\/li>\n
    • Make an appointment to collect the package with the UPS courier.<\/li>\n
    • After having received the package we will send you a confirmation of receipt by email. Please keep your proof of postage until you have received our email confirmation that we have received the goods.<\/li>\n
    • The garment will be sent to you immediately with the requested size.<\/li>\n<\/ul>\n
      CONDITIONS OF WITHDRAWAL<\/h5>\n

      All items must be returned according to the exercise of the right of withdrawal according to art. 52 of the Consumer Code, respecting the following conditions:<\/p>\n

        \n
      1. \n
          \n
        1. 1. a) All items must be returned in the condition in which they were.<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n

          If the return is damaged, with dirt stains, without identification tags or with any obvious alterations, it will be sent back to the customer, who will be charged the normal shipping costs;<\/p>\n

            \n
          1. 2. b) All items are checked before being dispatched, they are all equipped with a tag and it is therefore advisable not to detach it until you are sure of the correct fit of the garment;<\/li>\n
          2. 3. c) The items must be returned to the sender using the original packaging and via the original courier used to deliver them;<\/li>\n
          3. 4. d) Returned products must not be used, washed or damaged;<\/li>\n
          4. 5. e) Souvenir Store reserves the right to refuse returns if communicated, sent or shipped after the days indicated or if the products are not intact.<\/li>\n<\/ol>\n
            REFUND<\/h5>\n

            As soon as the staff has checked that the return complies with what is required in the withdrawal conditions, you will be sent a confirmation e-mail of acceptance of the return. Please respect the following conditions:<\/p>\n

              \n
            1. 1. a) The return refund will be made in the same currency used for the payment;<\/li>\n
            2. 2. b) The amount will be credited back to the account previously used for the payment;<\/li>\n
            3. 3. c) If you have bought with a discount voucher, the refunded value will be equal to the value paid with the use of the voucher.<\/li>\n<\/ol>\n
              <\/div>\n
              CONDITIONS FOR THE EXCHANGE<\/h5>\n
                \n
              1. 1. a) The exchange of one or more items can only occur for items which are still in the condition they were received: not used, not altered or washed and with the original tag attached.<\/li>\n
              2. 2. B) The exchange is valid only for items of the same model as they vary size or color. It is not possible to replace different types of items and with different price ranges.<\/li>\n
              3. 3. c) The exchange of an item in size or color can occur several times but the shipping costs, from the second return onwards, are charged to the customer for 5\u20ac.<\/li>\n
              4. 4. d) Items must be reshipped to the sender using the same packaging in which they were delivered and the return of orders must occur exclusively via the UPS courier;<\/li>\n
              5. 5. e) Souvenir Stores reserves the right to refuse returns if communicated, sent or shipped after the days indicated or if the products are not intact.<\/li>\n<\/ol>\n

                For further support, please contact our Customer Service, from Monday to Friday (from 8:30 am to 5:30 pm, excluding holidays), at the following phone number:
                \n+ 39 331 45.45.400
                \nOr write an email to:
                \nSUPPORT@SOUVENIRSTORES.COM
                \nWe will answer you within 24 hours, Monday to Friday, 8:30 am to 5:30 pm, excluding holidays.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”HAVE YOU RECEIVED THE PACKAGE WITH MY RETURN?” tab_id=”1610704311033-ac131acb-b763″][vc_column_text]You will be informed by email of the arrival of the package at our warehouse and at the same time of the start of the exchange or refund procedures. All this will occur after checking the integrity of the returned products and the compliance of the return with our conditions of sale.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”WHAT ARE THE REFUND TIMES AND METHODS?” tab_id=”1610704404830-b8d678f9-6cab”][vc_column_text]After our staff has received the return and checked the integrity of the products, the refund procedure will be carried out, the start of which you will be informed by email. The conclusion of this procedure will take place within 14 working days from the date of receipt of the return, by re-crediting the amount equal to the value of the goods and shipping costs to your credit card.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”CAN I CHANGE MY ORDER?” tab_id=”1610704437363-fb56a75f-145f”][vc_column_text]No, it is not possible to modify a completed order. In case of purchase of an incorrect item, you can notify us by writing an email to support@souvenirstores.com
                \nThe procedure will be the same as for the return.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”WHAT SHOULD I DO IF I RECEIVE A BROKEN ITEM?” tab_id=”1610704471164-78a304c9-c292″][vc_column_text]Write us immediately an email at support@souvenirstores.com indicating:
                \n– order number
                \n– item number
                \n\u2013 order receipt date
                \n\u2013 reasons for the return.<\/p>\n

                SOUVENIR STORES reserves the right to refuse returns if communicated, sent or shipped after the 14 days indicated or if the products are not intact.
                \nAll items are checked before being shipped. They all have a tag, with which they must be returned: it is therefore advisable not to remove it until you are sure of the correct fit of the garment.
                \nReturned items with damage, dirt spots, any obvious modification or without an identification tag will be rejected and sent back to the customer, who will be charged the normal shipping costs.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”ARE CREDIT CARD PAYMENTS SECURE?” tab_id=”1610704513501-3a33ecd2-982c”][vc_column_text]Yes, SOUVENIR STORES uses an SSL encryption system which guarantees the confidentiality of information transmitted over the Internet.
                \nAll transactions occurr by the Paypal circuit, to which you will be redirected at the time of purchase, without the need for further registration.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”I MADE THE PAYMENT BY CREDIT CARD, BUT I DIDN’T RECEIVE ANY CONFIRMATION MAIL. WHAT SHOULD I DO?” tab_id=”1610704562514-d759b760-7ce4″][vc_column_text]Try the “Spam” or “Junk Mail” folder of your mailbox: if it is the first time you make purchases on SOUVENIR STORES, some providers may label the confirmation email as spam.
                \nIf you do not find the email even in your junk mail, do not place your order again, but write immediately to support@souvenirstores.com: we will contact you as soon as possible to confirm that the order has been received correctly.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”I WANT TO MAKE A CLAIM OF ANY KIND” tab_id=”1610704600329-2ffd15d0-53e5″][vc_column_text]You can address any complaints to support@souvenirstores.com[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][\/vc_column][\/vc_row][vc_row][vc_column][amely_space height=”50″ height_lg=”50″ height_md=”40″ height_sm=”20″ height_xs=”20″][\/vc_column][\/vc_row][vc_row full_width=”stretch_row” equal_height=”yes” content_placement=”middle” css=”.vc_custom_1613036477121{margin-bottom: -20px !important;padding-top: 20px !important;padding-bottom: 20px !important;background-color: #f7f7f7 !important;}”][vc_column offset=”vc_col-lg-10″ css=”.vc_custom_1503482624726{padding-top: 0px !important;}”][vc_custom_heading text=”Is your question not among the answers?” font_container=”tag:h2|font_size:35|text_align:left|color:%23000000″ use_theme_fonts=”” google_fonts=”font_family:Poppins%3A300%2Cregular%2C500%2C600%2C700|font_style:400%20regular%3A400%3Anormal”][\/vc_column][vc_column css=”.vc_custom_1481874544811{padding-top: 0px !important;}” offset=”vc_col-lg-2″][amely_button style=”custom” font_size=”14″ button_bg_color=”#000000″ button_bg_color_hover=”#202020″ font_color=”#ffffff” font_color_hover=”#ffffff” button_border_color=”#000000″ button_border_color_hover=”#202020″ text=”CONTACT US” link=”url:%2Fen%2Fcontacts%2F|title:Contacts”][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

                [vc_row][vc_column][vc_tta_accordion active_section=””][vc_tta_section title=”I HAVE ADDED A SERIES OF PRODUCTS IN THE CART, ARE THEY BOOKED?” tab_id=”1610704135084-38f1a24d-1a97″][vc_column_text]The registered user keeps the products in the cart for 1 hour, but without any right of first refusal towards other users. The items are actually reserved only after the payment process has been completed.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”HOW DO I CHECK THE […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-99742","page","type-page","status-publish","hentry"],"yoast_head":"\nF.A.Q. ~ Souvenir Stores<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.souvenirclubbing.com\/en\/faq-frequent-questions\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"F.A.Q. ~ Souvenir Stores\" \/>\n<meta property=\"og:description\" content=\"[vc_row][vc_column][vc_tta_accordion active_section=””][vc_tta_section title=”I HAVE ADDED A SERIES OF PRODUCTS IN THE CART, ARE THEY BOOKED?” tab_id=”1610704135084-38f1a24d-1a97″][vc_column_text]The registered user keeps the products in the cart for 1 hour, but without any right of first refusal towards other users. 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