FAQ - Frequently Asked Questions

In this section, you will find the necessary support and information to clear any doubts you may have about the functioning of our website and the procedures for managing the relationship with our customers. If you don't find the answer you're looking for, don't hesitate to contact us by phone. We are at your disposal for any questions.

 
REGISTRATION

Why doesn't the page proceed when I enter my data? You may have forgotten a mandatory field or entered incorrect data. The system will indicate the field to correct. If you encounter any other issues, contact us at +39 334 1049889 or email us at customer.service@mazzolari-milano.it.

Are my data protected by privacy law? Absolutely yes. Mazzolari Milano respects your privacy, as defined by the recent GDPR legislation. If registered, you can access your personal profile at any time and modify your data and permissions. If you wish to delete your account permanently, simply access your profile and select "delete" from there.

What do you require for site registration? Simply your Email, First and Last Name, Customer Type (Private or Agency), Username, and Password.

How do I change my personal data? Access your profile, select the items you want to modify from the side menu, and directly enter the data to be changed in the corresponding spaces.

I forgot my password, what can I do? You can request to reset your old password and create a new one, which will be delivered to you via email. Click on "Forgot your password?" on the login page.

ORDERS

Can I place an order by phone? You can conveniently place your order over the phone with our Customer Service. Contact us at +39 334 1049889.

Can I cancel or modify an already placed order? Certainly. You can choose to call/send a WhatsApp message to our Customer Service at +39 334 1049889 or email us at customer.service@mazzolari-milano.it to request a change in billing/shipping address or order cancellation.

Is there a minimum online purchase amount? No, there is no minimum purchase amount required. For orders over €60, shipping within Italy is free (for other countries and continents, the amount will be communicated in the cart on a case-by-case basis).

PAYMENTS

How can I make payment? We accept most common credit cards, including prepaid and rechargeable ones, issued by banks located in Italy: VISA, MASTERCARD, AMERICAN EXPRESS, POSTEPAY. We also accept Paypal, Gpay, Apple Pay, Klarna, Scalapay.

Can I pay with a bank transfer? No, at the moment we only have the above-listed services available.

Can I pay upon delivery? This option is available for national orders only (Italy).

Are internet orders secure? All information related to your order, your personal data, and your credit card is strictly protected. We adopt the most advanced standards in data transfer and access to information. For credit card payments, financial information (card number, expiration date, etc.) is never stored.

SHIPPING

How much are the shipping costs? For shipping within Italy, a fixed fee of €5.90 (including VAT) will be charged for orders up to €60 in total. For orders over €60, shipping within Italy is free.

How many days will it take to receive my order and how can I track the shipment? Your order will be handed over to the courier, and delivery will be made within a minimum of 36 hours to a maximum of 8/9 days, depending on the country of destination. Once the order is dispatched, we will send you all the information via email to track your shipment.

What happens if I am not present on the day of delivery? The courier will send an email or SMS notification of the expected delivery time before each delivery. If it is not compatible with your schedule, you can directly contact the courier to arrange a convenient time and day. If you are not at home at the time of delivery, the courier will contact you and make another delivery attempt approximately the next day. If it is not possible to deliver the order, contact us to arrange a new delivery!

Why haven't I received my order yet? If you experience any issues with the delivery of your order, contact us via email at customer.service@mazzolari-milano.it or call/send a WhatsApp message to +39 334 1049889.

Is it possible to ship abroad? Certainly, we ship to many countries. At the checkout, you can find a list of all the available destinations.

Can I receive gift packaging and/or a greeting card? Yes, simply choose the option during purchase. Items will be individually packaged. You can choose your greeting card by entering the text during purchase. The service is completely free.

INVOICING

Is it possible to request an invoice for my order? Yes, at the checkout, on the main page you should select the option ‘I want to request an invoice for my order’ and fill in the fields that appear immediately afterwards. If you do not do this, or if they are incorrect, the invoice will be rejected by the invoicing system to which the request was forwarded.

How long do I have to request an invoice if I do not request it when placing an order? In the event that you do not request an invoice at the time of checkout, you can send a communication by email to customer.service@mazzolari-milano.it within 5 (five) days from the date of the order, indicating your intention to receive the invoice and the data required to issue it. After this deadline, the request will not be taken into account and the invoice cannot be issued.

RETURNS AND REFUNDS

How long do I have to inspect the goods and return them? The right of withdrawal can be exercised within 14 working days from the day of receipt of the order.

I received a defective product through my online order, can I return it? We are constantly committed to offering safe and qualitatively perfect products. However, it may happen that some items have anomalies. If the product you received is defective, do not hesitate to contact us via email at customer.service@mazzolari-milano.it or by calling/sending a WhatsApp message to +39 334 1049889, specifying the order number available on the order confirmation, the type of detected defect, and attaching a photo showing the issue if possible.

The product I received is different from the one ordered. What should I do? If there has been an error, we invite you to promptly inform the Mazzolari Staff via email at customer.service@mazzolari-milano.it or by calling/sending a WhatsApp message to +39 334 1049889, specifying the order number, the desired product, the product actually received, and attaching a photo.

I want to return one or more products from my order, what should I do? You need to send an email notification within 14 working days from the day of receipt of the order. We will proceed with the refund via credit within 30 days of receiving the communication of exercising the right of withdrawal. Remember that to make the return, the products must be shipped (shipping costs at your expense) in the original and perfectly intact and sealed packaging.

Please note that the return policy for products does not apply to purchases made outside the EU.

SAMPLES AND GIFTS

I would like to receive product samples at home. Is it possible? Product samples are randomly included in each of your online purchases. If you have any specific requests, you can send an email to customer.service@mazzolari-milano.it or call/send a WhatsApp message to +39 334 1049889.

ADVICE

I would like to know all the latest news and offers from Mazzolari Milano in advance, how can I do it? Subscribe to the newsletter! You will always be informed about all the news, promotions, and exclusives from the world of Mazzolari Milano.

Is it possible to receive personalized advice? Yes, our Beauty Consultants are available to offer you personalized advice. You can send an email to customer.service@mazzolari-milano.it or call/send a WhatsApp message to +39 334 1049889.

COPYRIGHT

All information, graphics, and design of the mazzolari.com website are intended exclusively for the personal information of users. Use is at your own risk. No responsibility is assumed for the use of the service or for its unavailability. This also applies to consequential damages. All data contained on this site is protected by copyright according to articles 4 and 87a and following.

Reproduction, copying, or printing of the website, as well as its contents (including images, graphics, and videos), are allowed for the purpose of placing an order on mazzolari.com. Any further use, duplication, dissemination, and/or public reproduction goes beyond the permitted use and constitutes a violation of copyright. Such violation results in a warning and not only a request for damages but also legal prosecution and the obligation to compensate for damages. The images used on mazzolari.com have been created for Mazzolari Milano or provided by industrial partners.