FAQ

1. How can I make a purchase?
• Choose the product of your interest from the “Products” tab.
• Choose the quantities you want to buy.
• Click on the “ADD TO CART” button (option A) or on “BUY NOW” (option B).
  You should choose option A, if your need to look for additional products to purchase. Othrwise, you should choose option B, if you want to go directly to the cashier to make the payment.
  If you follow option A, on reaching the shopping cart page, enter any voucher at your disposal, then click on “PROCEED WITH THE ORDER”.
  In order to calculate the shipping costs, at this stage it will not be necessary to enter your delivery address, considering that shipping is free in Italy for all orders.
  If you follow option B, after clicking on “BUY NOW”, you will arrive at the shipping details page, if you’re already logged in. If not, before proceeding, it will be necessary to register, in case of a new user or log in, in case of already registered user. For the registration type your name, surname, e-mail and a password that you will use to log in whenever you need.
  Once logged in, click again on the cart icon, then select “Payment”. At this point you will need to enter your personal data in the “Shipping details” form.
  

• Then enter the data relating to your payment card.
• Click on “PLACE ORDER” to complete the purchase.

2. Do you want an invoice?

At the checkout you can request an invoice by clicking on the box corresponding to the text “Do you want an invoice?”. Enter all the data required to complete the operation. The data required will change according to the choice of the “User type” – Private or Company / Professional.

3. Payments and security?

The forms of payment consist of the use of a Visa, Mastercard or American Express credit card.
In order to complete the payment, it will be necessary to fill the form containing your identification data, accompanied by the credit card number and the expiry date.

The confidentiality of the buyer’s personal and banking data is safeguarded in every way by KOLINPHARMA S.p.A., which does not store credit card data. Transactions are totally secured by using SSL (Secure Socked Layer – 128 bit) technology and advantages of Stripe technology, so all data is completely encrypted and not legible during the process phases.

Encryption is based on a mathematical algorithm, which is used to make content unintelligible to anyone other than the recipient. Furthermore, the algorithm serves for the authentication of the text, through the affixing of a digital signature, which is synonymous with security and reliability regarding the origin of the document. This security is further guaranteed by Stripe, which plays a key role in authorizing payments.

4. How will the delivery take place?

The items purchased will be sent directly to the address you provided when ordering in the Shipping Details form.
As soon as your package leaves our warehouse, you will receive the number of the waybill in the e-mail you indicated when ordering. This will allow you to track the shipment of your package directly on the Mail Boxes Etc website (here to MBE).

Delivery will be made by a courier, directly to the address indicated in the Shipping Details form when ordering online. At the delivery address, there must always be someone to receive the courier. In the event that the recipient, at the time of delivery of the package, is absent, a non-delivery notice will be left. In this case, the recipient of the package must personally collect the goods as soon as possible, as indicated in the stock notice.

Deliveries are made only on weekdays, from Monday to Friday.
Deliveries in Italy take place within 72 working hours from the date of the order.
The courier does not notify the recipient of the package before making the delivery.
Deliveries take place from h. 9.00 to h. 18.00. It is not possible to agree on the delivery time.
No deliveries are made to the house door.
If the package remains in storage, the latter will be charged to the recipient.
In case of delivery in Italy, the shipping costs are included in the price, regardless of the shipping location, volume or weight of the package.

5. Can I return the order? How?

The right of withdrawal is governed by Legislative Decree no. 206 of 06/09/2005 art. 52 and subsequent additions which gives the right to withdraw from the purchase contract for any reason as long as the purchased goods are returned within 14 days from the date of receipt of the goods, intact and in the original packaging, complete in all its parts (including packaging and any documentation and accessory equipment).

To exercise this right, the customer must send MAIL BOXES ETC a communication within 14 days from the date of delivery of the goods. This communication can be sent by e-mail to the following address: mbe2977@mbe.it

In the event that the consumer exercises the right of withdrawal (as required by law), the return of the item will be accepted, as long as it is intact and in the original packaging, reimbursing the entire amount, excluding shipping costs that remain at charged to the customer.

In the event that the consumer returns the item because it is damaged, the return will be accepted, provided it is returned in the original packaging. In this case, the Company will replace the item at its own expense, including shipping costs.

After having expressed the intention to make use of the right of withdrawal, the product must be sent to MBE 2977 – Piazza Roma, 14 – 15057 – Tortona (AL).

After verifying the integrity of the product, the refund will be made, by crediting the credit card, or by bank transfer within 14 days of accepting the return.

Shipping costs remain the responsibility of the customer.

In order to exercise the right of withdrawal you can:

(a) use the FORM made available to you. Click here to download it, view it and read the instructions.
In all cases of exercising the right of withdrawal, MAIL BOXES ETC will send you an e-mail confirming receipt of the request for withdrawal.
It will be your responsibility to organize the shipment of the returned product(s). To limit damage to the original packaging, we recommend, when possible, to put it in another box and to avoid attaching labels or adhesive tapes directly to the original product packaging.

Procedures and limits of the Right of withdrawal
The law that gives the right to withdraw provides for the following conditions:


• the law applies to the product purchased in its entirety; it is not possible to exercise withdrawal only on part of the purchased product;
• the return of the product must take place within a period not exceeding 14 days starting from when the goods is received.
• to limit damage to the original packaging, we recommend, when possible, to put it in another box; the attaching of labels or adhesive tapes directly on the original product packaging should be avoided;
• the only costs at your expense are those of shipping for returning the goods and not those of the first shipment already incurred by the seller;
• the shipment, until its arrival in the seller’s warehouse, is under your full responsibility; in case of damage to the goods during transport, we will notify you within 5 working days from receiving the goods in our warehouses, to allow you to promptly file a complaint against the courier and obtain a refund of the value of the goods (if insured); in this case, the product will be made available to you for return, simultaneously cancelling the request for withdrawal;
• we are not responsible in any way for the damage or theft / loss of goods returned by uninsured shipments;
• upon its arrival at the warehouse, the product will be examined to assess any damage or tampering not caused by transport.

For more information, suggestions or in case of support send an email to: assistenzaclienti@kolinpharma.com

In the event of payments made, always quote the order number that appears at the end of the payment procedure.