Most frequent questions and answers
What are you doing to ensure safety?
We are adhering to all appropriate health and hygiene standards in line with guidance from the World Health Organisation. We are maintaining the highest standards of hygiene at all of our physical locations and ensuring our people only report for work if they are fit and healthy.
What about the safety of your drivers?
Our delivery partners are monitoring the health of their drivers closely. Vehicles are disinfected daily and drivers are washing their hands and using hand sanitiser before and after handling all packages.
How do I return products if I can’t visit the post office/a parcel
drop-off location due to movement restrictions?
We organize pick ups directly from your home eliminating the need to go to a post office or other drop off location.
Are you operating a normal delivery service?
How do I make a purchase?
Making a purchase is easy. Wherever you see a product you can shop it: simply select your size and click “Add to Cart” or “Buy Now”. Your chosen item will appear in your shopping bag on the top right of the screen. As you continue to shop or browse the site, you can hover over or click on the bag icon to see its contents at any time. When ready to place your order, select “Checkout” in the shopping bag and follow the straightforward prompts to complete our one-step checkout process. Should you have any problems, please contact Customer Care at [email protected] or by phone at +39 334 624 6180 available from 9 am to 6 pm CEST, Monday through Friday.
Can I return a personalized item?
Once a “Made to Order” or personalized item has successfully been submitted, it cannot be cancelled, modified or returned for a refund. These items are final sale.
How do I find a specific item?
To find a specific item, search our online store by product category in the Shop menu, or by brand in the Brands menu. Once you’ve selected the desired product category or brand, you can fit the listings using the options on the left of the page. Throughout the site there is also a “Search” function top right corner, which can be used to search products via keyword.
How do I know if an item is in stock?
Most items shown are in stock. When you roll over a product, you will immediately see its size availability. If a size is greyed out in the rollover, or marked as “sold out” in the drop-down on the product page, this means the item is out of stock in that size. Items that are not yet in stock may be marked “Coming Soon”. Add these items to your wish list and you will receive an email when they become available. Alternatively, you can inform us of your interest by contacting at [email protected] or by phone at +39 3346246180 available from 9 am to 6 pm CEST, Monday through Friday. Please note that even though a product is in your shopping bag, it is not reserved and will remain available to other customers while you are browsing.
What payment methods does ISSIMO accept?
We accept American Express, Visa, MasterCard, ApplePay, Paypal, DinersClub.
Is it safe to use my credit card online at ISSIMO?
We work hard to ensure your purchase is safe and secure. For your protection, all orders go through a rigorous fraud checking process.
How will I know if you have received my order?
After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit card details have been approved, the delivery address has been verified and the items located, will your order be accepted and the items shipped. At this point. you will receive a second email from us confirming your order. After placing an order, you will receive an email that your order has been received. This does not mean your order is confirmed. Only once your credit card details have been approved, delivery address verified and items located will your order be accepted and items shipped. At this point, you will receive a second email from ISSIMO confirming your order.
Do you ship internationally?
ISSIMO delivers its Products worldwide. All countries outside EU are considered “International Delivery Destinations”. However there are restrictions on some Products for certain International Delivery Destinations, so please review the information on that page carefully before ordering Products.
If you order Products from our site for delivery to one of the International Delivery Destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount.
You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.
You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.
When will I receive my order?
Orders shipped using our delivery partner DHL are delivered Monday through Friday. On the day of delivery, a nominated time slot will be sent to you via text as an approximate window but this is not guaranteed. Orders via our delivery DHL are delivered Monday through Friday. In Europe, please allow 3-5 working days and USA 6-8 working days.
Am I able to track my order?
Once your order is dispatched for delivery, you will receive an email detailing your unique tracking number which you can you use to check the status of your shipment. Alternatively, you can email us at [email protected] or by phone at +39 3346246180 available from 9 am to 6 pm CEST, Monday through Friday.
Can I exchange my order?
If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy. You can also choose to receive your refund as credit, which will enable you to purchase a replacement item quickly and seamlessly.
Important note: Made-to-order items are not eligible for a refund.
How do I return an item?
You have up to 28 days (from receipt of order) to request an item return.
Orders shipped to the US and Canada during our sale season for products marked Extra 20% Off cannot be returned or exchanged.
Important note: Made-to-order items are not eligible for a refund.
If my order is delayed does that affect my returns period?
You have 28 days from receipt of order to request return. Once request has been made you have 14 days to return the items to us. If there is any reason you cannot effect a return request or arrange collection within this time frame, please contact our Customer Care team so that we can immediately assist you.
Why are shipping restrictions applied to some products?
Due to international trading agreements and regulations, ISSIMO must adhere to some specific shipping restrictions. We are unable to ship perfumes outside the EU. For further information, please contact Customer Care at [email protected] or by phone at +39 3346246180 available from 9 am to 6 pm CEST, Monday through Friday.
Can I change my shipping address after my order has been dispatched?
Can I add items to an existing order?
Duty & Tax/VAT Understanding the Fundamentals
The sale price of the items does not include the customs expenses, duties, import taxes, nor any custom clearance expense. The buyer will bear these costs, even in the eventuality of the right of withdrawal. In the eventuality where the purchased goods should not clear the customs by the buyer, hence would be shipped back to the seller, or in the eventuality of the right to withdrawal, the payment of any and all customs costs/expenses/duties/taxes will be deducted from reimbursement sum to
be given back to the buyer by the seller. The buyer acknowledges that the calculation of customs costs and expenses can be done through web sites such as :
For more detailed information regarding customs duties/taxes/costs/expenses, import taxes, or custom clearance costs, the buyer acknowledges that it is possible to address the local custom office of any given country of residence, at own expenses.
Any order that will noy comply with our return policy, general sale conditions, or outside of the appropriate return forms, will not be refunded nor reimbursed.
How do I contact customer care?
If you have any questions which are not currently answered on our site, please contact Customer Care either by email [email protected], or by phone at +39 3346246180 available from 9 am to 6 pm CEST, Monday through Friday.