Shipping

We use FedEx as our shipping partners.
FedEx will deliver to the front door in the destination country.
For orders with a value of or above €250, we deliver free of charge within Italy.
For all other countries, we charge a basic shipping fee plus an additional surcharge depending on the number of items ordered (the only exception is Italy).
We additionally offer free delivery in some countries for orders above a specific order value.

In case of lost, we will in that case place a search enquiry for you with the relevant carrier.
Please note that it can take around 8 weeks for us to receive a result for that search enquiry.
In this case you can choose to have your money refunded or have the items shipped again, once we have confirmation that the parcel was lost. We will keep you up to date on the progress of your order via email.
For more information about your order, please log in to your customer account.

Delivery timing: your order will be made ready to ship as soon as we have received your payment and we have all items for your order in stock.
We will notify you by email as soon as your parcel is shipped.
The overall delivery time depends on the relevant destination country.
Any items ordered with the payment options cash on delivery, PayPal or credit card will be shipped as soon as possible.
Shipping time is generally 2-5 days (8-10 days during high season). We will most of the time be faster than that, but there are some factors that we have no influence over, e.g. delivery difficulties of the supplier or once your order is in the hands of the carrier.
You will receive a shipping confirmation from us as soon as we have received your payment and the shipment was sent off.
This email will contain a tracking code with which you can track your order (FedEx: https://www.fedex.com/it-it/home.html).
Please note that it may take a few hours for your tracking code to be registered, as it will only just have been transmitted to the logistics provider when your shipping confirmation email was sent.
You will find the tracking code in your shipping confirmation email.
You can also call up your tracking number in your customer account, as soon as it is available.

In case of damages please refuse the delivery and contact us right away of the issue.
If you already accepted the delivery, you will have to notify the delivery service of the issue right away.
You will have to report the damage in any case yourself first, before we can act on your behalf. Please send an email with details of the damage to claims@tos-europe.com.
With that information, we will be able to initiate an investigation request for you.
We will notify you about how we will proceed in terms of compensation or the dispatch of new goods, once the investigation is completed.

In case of refused delivery, we will charge you 5% of the order total + shipping costs for any delivery you refuse to accept.

For further informations contact us: info@off-store.eu