Introduction
Standard delivery is to street level and all our products travel with a shipping insurance. For some products, we offer floor delivery and removal of unused packaging. In addition, at the time of the order, you can ask for an extra assembly service. Our Customer Service will let you know if this option is available for your country.
We normally deliver the products included in your order all together. If you prefer and whenever it is possible, we will ship the products in stock immediately. Please send us an e-mail with your special request at info@ikonitaly.com.
In order to give you the best possible service, we rely on trusted international couriers which are able to guarantee a tracking code for your delivery, such as TNT EXPRESS, UPS, FEDEX or DHL.
Standard delivery for products with weights less than 40kg is free in Italy (including the Republic of San Marino and the Vatican State). We deliver worldwide generally within 6-8 working days from the moment that the item is made available in our warehouse. This estimated time may vary during the period of national holidays and from August 1 to August 30.
Whenever possible and once a meeting has been set up between the client and a member of ikonitaly s.r.l.s., in-stock products may be personally picked up from our showroom.
For some countries and for voluminous packages, we are also able to provide deliveries by sea. The estimated delivery time can vary between 2 – 5 weeks, depending on the destination. Please contact us at info@ikonitaly.com for more information.
 
Picking up the merchandise from our showroom
You can book an appointment to pick up from our warehouse any product that we have in stock, even when the final destination is outside the European Union. In this case, the invoice will not include VAT and the customer will be entirely responsible for the export declaration.
Ikonitalys.r.l.s. will only accept couriers that specialize in shipping outside the EU, thus refusing any personal pickup or the service of a national courier. Our Customer Service will be authorized to contact the courier chosen by the customer to verify that the actual destination is outside the EU and will also be able to suspend the order until the customer pays the VAT where applicable, which will then be reimbursed once the export documents have been sent to ikonitaly s.r.l.s as proof.
Delivery costs, duty fees and taxes
The shipping costs for products on the ikonitaly s.r.l.s website are available during checkout. The final cost we provide includes standard shipping to your address at street level. It is the buyer’s responsibility to pay duty fees, import taxes and any other clearance charges for the package to be delivered to the final destination.
For any further information, please contact us by sending an email to info@ikonitaly.com
 
Tracking
Once your order has been picked up for shipping, you will receive an email with the courier name and tracking number, so you can follow your order during the delivery.
 
Damage in transit
Our team will make sure to check every item in your order so that it is carefully packaged for national and international deliveries. However, parcels may get damaged during transit so we kindly ask you to check the products very carefully upon receipt.
 
What to do in case you receive a damaged good?
Upon receipt of your package, we recommend you carefully check every item while the courier is still with you. Should you receive a damaged good, please sign the delivery slip with the annotation “product damaged - broken” and refuse to accept the goods. Please contact our Customer Service within 4 days upon receiving your order by sending an email at support@ikonitaly.com. Our team will get back to you immediately with instructions on how to proceed.
You accepted the goods despite our recommendation and they happen to be damaged. What do I do now?
In this case, please send us by email at support@ikonitaly.com 3-4 photos of the damages and a brief description including your invoice number. As soon as we receive your complaint, we will contact you with instructions on how to proceed.
If you are unsure as to how to proceed, please do not hesitate to contact us either by phone
(+39) 392-5784041 or by e-mail (support@ikonitaly.com or info@ikonitaly.com).
 
Alternative Dispute Resolution
Since 15 February 2016, the European Commission launched a new online platform to help consumers and traders solve online disputes over both domestic and cross-border online purchases. To access the Online Dispute Resolution (ODR) platform click on the following link: www.ec.europa.eu/consumers/odr
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