Delivery & Returns Policy
1. Where can we buy? Who are your stockists?
You can purchase our products online, either on our website operazero.it or our instagram @operazero. We will surely update you once we have new stockists.
Alternatively, if you’d like to visit us, you can purchase our products in our Atelier. You can request an appointment here.
2. Which countries do you currently ship to?
We ship worldwide.
Deliveries to Italy cost 7.90€ and delivery time is 2 working days.
Delivery to the EU and U.K. are 15.90€ and usually delivered in 10 working days.
For deliveries to countries outside the EU please get in touch for a quotation.
Free delivery for orders above 100 €.
We will let you know as soon as any of the pricing and timings change.
3. When will my product(s) be shipped?
We endeavour to ship your order within 3 working days. As we are currently operating as a one woman band in our Atelier, there might be an occasional delay but please trust that we will do everything in our power to get your product out ASAP.
If your order is placed prior to 1pm Monday-Friday, it will be dispatched the same day and will be with you within 1-2 working days. If your order is placed after 3pm, your order will be dispatched the following working day. If there is ever a reason for delay, a member of our team will be in touch. Unfortunately, we cannot take responsibility for parcels that are signed for by anyone other than the intended recipient.
You can track your parcel using the code provided in your confirmation email.
4. I live in the Bologna area - can I shop the products in store?
Yes, you are welcome to collect at our HQ in Via Eleonora Duse after your online purchase. We kindly advise you to let us know beforehand, to ensure that someone will be there to hand you the products. Alternatively, you can make an appointment with us using this form and also shop directly in store. We only accept card payments. Our opening times are 10am-1pm / 3pm-6pm from Monday to Friday.
5. How are my products being shipped?
We use courier service Crono Express by Poste Italiane for deliveries in Italy and DPD for deliveries in the EU, UK, and rest of the world.
6. How will I know once you have shipped my product?
You will get a confirmation email once we have received your order and payment. If you haven’t received this please contact us at firstname.lastname@example.org.
7. My products are late. What can I do?
We are very sorry to hear that. Please ensure the delay is not within the time ranges mentioned in point 2. If that is the case, you can contact us straight away at email@example.com so that we can look into it.
8. I have put in the wrong delivery address. Can I change it?
To amend any mistakes, please contact us within one hour of placing your order using our email firstname.lastname@example.org. Unfortunately, once your order has been shipped, we cannot redirect your parcel.
9. I would like to make changes to my order – is this an option?
We’re unable to make any changes to your order once it’s already been processed. If you would like to cancel your order, please contact us within one hour of placing it and we’ll see what we can do. Please note that once your order has already been shipped, we will be unable to cancel it.
10. Payment method?
We accept card payments via PayPal when shopping online. In our store, we can only accept card payments. If card payment is not an option for you, please get in touch with us and we’ll provide you with other payment options.
11. Do you offer samples to try the range? I would like to do a patch-test before purchase.
Yes, we offer a sample kit, available for purchase here.
12. I received the wrong order - how can I change it?
We are sorry to hear that! Should we get your order wrong, please contact us at email@example.com with details and we will rectify ASAP by sending a replacement, or offering a refund.
13. I am not happy with my products. What is your return and refund policy?
We are sad to hear that you did not have an enjoyable experience.
Due to hygiene reasons, we cannot offer refunds or exchanges on goods that have already been opened or used.
We are unable to accept returns or process refunds due to skin conditions or allergic reactions. Please be sure to read the full ingredients list and directions of use on the product description before placing your order. We offer the option to purchase a sample kit of our range, should you wish to try the products for the first time.
14. I have had a bad reaction to my product, can I get a full refund?
As per point 13, we are unable to accept returns or process refunds due to skin conditions or unexpected allergic reactions. All the information on the products is fully available on the website product pages and ingredients page. The responsibility lies with the customer, so please be sure to always read and check the INCI and product description for potential allergies prior to purchase. Everyone's skin is different so reactions may vary. If in doubt, we advise you to purchase our sample kit in order to avoid unpleasant surprises.
15. What if the product breaks en route to me or the packaging is faulty?
We understand that while unlikely, it can happen.
If the products were damaged in transit towards you or delivered by mistake (point 12), we are able to offer replacements. If you believe your product is faulty or you received the wrong order, please contact us at firstname.lastname@example.org and let us know. Please retain a receipt of postage for refund of shipping costs. We advise you to use a postal tracking service to ensure the safe return of goods.
However, please note that we are unable to replace or refund items damaged in transit to us. Purchased goods remain the property of the purchaser until they arrive to us in saleable condition. In this case, all returns are at the expense of the purchaser.
16. I have more questions and feedback for you – how do I get in touch?
We’d love to hear from you! We are always open to hear your constructive feedback or start a conversation. Contact us at email@example.com or feel free to reach out and DM us on Instagram at @operazero.