Free shipping for orders higher than € 120.00

Customer Care

Have you some questions about The Merchant of Venice shop online or for our Customer Service?

You can send your request filling the form into the contacts section.

Otherwise you can send a mail at: customercare@themerchantofvenice.it 

or phone at +39 041 5417771

Monday – Friday 09:00 – 13:00 / 14:30 – 18:00 CET

 

 

 

Orders & Payments 

In order to proceed with the purchase it is necessary to follow the online procedure.
How to purchase?

Purchasing at this Website is simple:

1. Click on the desired product to access the relevant specifications, and visualise in detail all information concerning the product. Select the Quantity and click on “Add to Shopping Cart.”
2. To purchase now, click on “Buy Now.” In order to modify the contents in your shopping cart, select Quantity and update the shopping cart. In order to eliminate a product from the shopping cart, click on “Remove.” Visualise the product(s) in the shopping cart and, in order to finalise your order, click on “Continue.”
3. Insert the necessary information concerning the delivery and select the payment method:

  • cash-on-delivery (only for deliveries in Italy);
  • credit card or PayPal (online payment in advance);
  • bank transfer (according to the bank details on this Website).

Read and check the summary of your purchase and click on “Buy.”

At the end of the purchase you will receive an email with the identifying data of your Order and the confirmation that the order has been correctly received.

The amount charged will be in the currency chosen during the purchase.

Within 24-48 hours from receiving the specified amount, you will receive a second email of Order Accepted. The contract of sale is finalised when you receive the Order Accepted.

Orders restricted to Adults Only.

Prices and payment methods:

The prices in the Website are inclusive of taxes and VAT. Possible transportation costs, or additional costs involved with the payment method chosen by the Client (among the payment methods described below) are at the expense of the Client. The Client is informed on the Website about the exact amount of any possible additional payments. 

Payment methods available: 

  • PayPal
    The Client can pay by PayPal, in accordance with the relevant rules and regulations (see www.paypal.com)
  • Credit Card
    In cases where the payment is by credit card, the transaction will occur through the secured PayPal server or another secured server selected by Mavive S.p.A.. In no case, and in no phase of the payment, will Mavive S.p.A. be able to access any information relevant to the credit card used for the payment. The transaction occurs with a protected connection directly to the server of the bank that manages the transaction. No data centre of Mavive S.p.A. retains any type of data relevant to the transaction.
    Therefore, Mavive S.p.A. cannot in any way be held responsible for any possible deceitful and/or illicit use of the Client's credit card by third parties during any phase of the payment.
  • Cash-on-delivery
    In the case of a cash-on-delivery payment, the Client must pay exclusively in cash at the moment of the delivery of the purchased product(s). The cash-on-delivery method involves an additional cost of 5.00 euro for handling the payment. The additional costs are at the expense of the Client. This method can only be used exclusively for deliveries in Italy and up to a maximum amount of 999,00 euro.
  • Bank transfer
    In case of a purchase through a bank transfer, the payment must be made in accordance with the bank details on the Website.


Payment security:
The online payment transaction occurs in a protected Internet page with SSL certificates (Secure Socket Layer). This system guarantees maximum security for online transactions. The data on credit cards are protected from any unauthorised access through an encrypted transfer of the SSL data, which is not accessible by third parties.

 

 

 

Returned goods and refunds 


In accordance with Art. 52, of the Italian Legislative Decree No 206 dated 2005,
the Client has the right to withdraw from the contract of sale, without giving any reason, within 14 days from the delivery date of the purchased product(s). In the case of product(s) purchased in a single Order and delivered separately, the 14 days commencement date starts from the last delivery.

In order to enact the right of withdrawal, the Client must inform TMOV by email at: customercare@themerchantofvenice.it and within the above mentioned specified time frame. For this purpose, the Client can use the appropriate form available on the Website. However, the use of this form is not compulsory, but if the Client chooses this option, TMOV will subsequently confirm by email that it has received this notice of withdrawal.

In order for the right of withdrawal to be valid, the Client must send the relevant communication within the specified time frame.
In the case of a withdrawal, the Client must return the product(s) to TMOV within 14 days from the date of the withdrawal. The product(s) must be returned to the following address:
Mavive S.p.A. via Altinia 298/b Venezia (Dese) - Italy

The Client must return the product(s) before the due date (14 days after the date of withdrawal).

The returned product(s) must be intact, complete in all its parts (including the seal), and with its original packaging (including packing material, documents, and provided accessories). The returned product(s) may show signs of inspections by the Client, in accordance with normal diligence, that are minimally required by him/her to check the integrity of the product.

The right to withdrawal can be applied to the entire purchased product(s), the right to withdrawal cannot be applied to one part of the product(s).

In case of withdrawal, the Client is refunded the entire amount paid. This amount is deducted of any additional delivery costs in the case where the Client has chosen a delivery service that is different from the standard delivery service offered on the Website. The direct costs of returning the product(s) are at the expense of the Client. The refund will be made within 14 days starting from when TMOV receives the withdrawal notice. Notwithstanding a different agreement made with the Client, for the refund TMOV will use the same payment method used by the Client for the original purchase. In any case, the Client will not have to undertake any additional cost due to the refund. 

The refund can be put on hold until TMOV receives the product(s), or until the Client demonstrates that the product(s) has been sent within the specified time frame.

The transportation risks are at the expense of the Client. In case of damages, theft, or loss of the product(s) during transportation, TMOV will immediately communicate it to the Client, in order to allow him/her to promptly report the fact to the relevant Courier and subsequently request the relevant reimbursement. The product(s) damaged during transportation will be at the Client's disposal, and the right of withdrawal will be consequently annulled.

 

 

  

Transportation


Transportation of the product(s) is by express Courier: DHL.

A package tracking service is provided by this Courier.

The Courier delivers the goods from Monday to Friday, during office hours. The recipient cannot require that the delivery be made at a specific date and time. If the recipient is absent, a delivery slip will be left at the recipient’s address, informing the rescheduled date of delivery. The Courier will attempt the delivery twice and, in the case of the recipient being absence during the second delivery, before returning the goods to the

supplier the Courier will contact the recipient by phone at the number (if noted) given in the Order. 

The purchased product(s) can be delivered in Italy and only in those countries serviced by the Courier.

During the delivery by the Courier, the Client is advised to check that: 

the number of products delivered is the same as that registered on the delivery docket
the package and the packing materials (such as tape and metal clips) are intact, not damaged, or wet, and/or somehow otherwise altered.

Possible damages to the package and/or the product(s), as well as in the case where type or number of delivered products do not coincide with the ones registered on the delivery docket, must be immediately noted in the appropriate space on the delivery docket. Subsequently, the Client must sign the docket and return it to the Courier.

Possible damage to the products that are not immediately recognisable as such (or the number and/or type of product(s) does not correspond with those in the Order), this fact must be communicated to TMOV within 8 days starting from the delivery date. The communication must be sent by email to: customercare@themerchantofvenice.it, and the email must specify the Order number, the original purchased product, the product actually received and, if possible, accompanied by a photograph of the received product.

 

Transportation costs

The transportation costs depend on the country of destination and on the weight/volume of the package.

The Client can check the transportation cost online at the end of the Order, before confirming it.

Cash-on-delivery: this type of payment is possible only for deliveries in Italy, with an additional cost of 5.00 euro, and up to a total amount of 999.00 euro The exact amount can be checked by the Client before sending the Order.

 

Delivery time

The purchased product(s) is delivered during office hours (excluding Saturday and Sunday, and subject to any unforeseen circumstances) at the address communicated by the Client within 24-72 hours starting from when TMOV sends to the Client the Order Accepted by email.

Possible delays in the delivery can be due to the temporary unavailability of the product(s), by malfunction of the service by the Courier, and by extenuating circumstances in the case of festivities, etc. In the case of a purchase by credit card or PayPal, a delivery delay may be due to the impossibility of charging the authorised amount for the purchase (see Charging the payment). If the Client does not receive the purchased product(s) within 5 working days (excluding Saturday and Sunday), please contact the custom care service by email at: customercare@themerchantofvenice.it.

The delivery time given by Mavive S.p.A. must be considered as approximate and a delivery delay, or a possible delivery in different stages, does not entitle the Client refusing the delivery and/or requesting a refund or compensation of any kind.

 

Custom duties and taxes

Regarding deliveries to non-EU members, any possible import custom duties are at the expense of the Client.

Custom duties and taxations vary depending on the country of destination, however, the Client can check the exact amount of such duties and taxes before confirming and sending the Order.

In case of a failed delivery of the purchased product(s) due to causes attributed to the Client (e.g. wrong address or telephone number in the Order, continuous absence of the recipient, refusing to accept the delivery even when not damaged and when containing the correct purchased product(s), etc.) the Client will be reimbursed; however, such reimbursement does not include delivery and returning expenses, and/or possible custom charges relating to both the exporting and re-entry of the goods from and back into Italy.

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