Shipping and delivery
PROCESSING AND SHIPPING
Your order will be processed and shipped within 1-3 business days (Monday - Friday). We will ship your order as soon as possible, so if you need to make changes to your order or address, please contact us promptly by email amministrazione.store@hotmail.com or via the contact form on the website contact page. Once the courier has collected the package, it is no longer possible to stop the shipment or make changes. As soon as it is available from the courier, you will receive a tracking code by email to follow each stage of the shipment.
Some shipping companies may take longer than others to update tracking information on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
For logistical reasons, items from the same purchase may be shipped in separate packages. If this happens, don't worry, you will receive the rest of your items shortly.
SHIPPING TIMES
Delivery times vary by location. Our shipping times are generally 3-10 business days for the United States and 7-14 business days for international orders. All shipping times exclude customs/customs delays and do not include our processing times. Please note that processing and shipping times may increase during specific collection launches, holidays, and other peak seasons.
Please note that the timeframes provided are estimates and your order may arrive earlier or later than the estimated delivery timeframes. We recommend that you pay close attention to tracking your order.
"Mondo Rouge" cannot be held responsible for delays in shipments caused by weather conditions, international customs issues or other circumstances beyond our control. You can rest assured that we will do our best to meet the deadlines provided, but problems can occur. We count on your patience and understanding if something does not go as expected and are always available to discuss and clarify any doubts.
SHIPPING COSTS
All shipping costs will be calculated at checkout and will be based on your shipping address and estimated weight of your package.
SHIPPING TO OVER 200 COUNTRIES
We are proud to offer international shipping services. However, there are some locations we are unable to ship to. If you encounter any problems while trying to place your order, please contact us.
TAXES AND DUTIES (this is something you need to know)
Depending on your country, import/customs fees may apply to your order. Please note that we are not responsible for any customs fees, waiting times, or incorrect shipping information provided. The customer is responsible for any applicable customs fees, taxes, and duties. If a package is refused, no refund will be provided.
"Mondo Rouge" is not responsible for any shipment deliveries affected by customs, natural events, strikes or delays in air and land transport. The customer is responsible for any additional costs, customs or back-end charges that may apply. If you need clarification on the fees, please contact your country's customs office.
DELIVERY (pay attention to your address)
This is the stage where the courier delivers the products directly to the recipient's address. Please note that we do not deliver to PO boxes.
Please make sure your shipping address is correct before processing your order. We cannot guarantee that you will be able to change your shipping address or shipping method after checkout.
If the package is not delivered properly due to lack of cooperation from the customer, such as providing incorrect phone numbers or addresses, being absent at the address, not complying with import regulations or not collecting the package when indicated in the tracking, the package may be at risk of being returned to our warehouse.
In these cases, we will keep the package for up to 30 days after it arrives at our warehouse. This is the deadline by which the customer must contact us, providing a new/correct delivery address if necessary, and pay the costs for reshipping. Providing the correct delivery address and providing the necessary conditions for the delivery to be completed is the sole responsibility of the customer and we will not issue refunds in the event of a return for the reasons mentioned here or if the customer does not make payment for a new shipment.
For deliveries to the wrong address due to courier error, please file a claim through the courier used to ship your order or contact us.
ORDER CANCELLATION
If you wish to cancel an order after payment, please contact us and we will do our best to assist you. However, we cannot guarantee cancellation as orders are processed quickly through the warehouse. If processing or shipping has already taken place, we are unfortunately unable to cancel the order and will require you to initiate a return of the product.
LOST PACKAGES
We are not responsible for any lost or stolen packages if your tracking number indicates successful delivery, either in our tracking system or directly in the international or local carriers tracking system. Stolen or lost packages are non-refundable if there is a record from the carrier confirming successful delivery.
In most cases, a neighbor receives the shipment, or the package is held by a janitor or other person responsible for the final delivery of the mail to that address. With a little effort, these packages are usually located.
Packages lost during the shipping process, without delivery confirmation from the carrier, are the sole responsibility of the store (Honey Rouge). In such cases, the customer can choose a new shipment, a credit of the amount paid available for use in the store or a full refund.
DAMAGED/OPENED PACKAGES
If you receive your package and it is damaged and/or opened, take a photo of the damage before checking the contents inside. File a claim with the carrier used to ship your order and contact us.
COMMON AGREEMENT
By placing an order, you accept all of these terms and conditions and are entering into a binding agreement with us.
STILL HAVE QUESTIONS?
If you have any questions, please send us a message: amministrazione.store@hotmail.com