Shipping Policy
Where we deliver, how long an order takes, how the delivery cost is calculated and communicated, and what to do when a delivery goes wrong.
1. Where we deliver
We deliver to street addresses in Italy, Spain, Portugal, Poland, the Czech Republic, Slovakia, Slovenia, Croatia, Romania, Hungary, Bulgaria and Lithuania. Availability is decided product by product: a product page is only published for a country when we can actually deliver there.
We deliver to a home or a work address of your choice. We cannot deliver to post office boxes, to poste restante addresses, or to parcel lockers, because the order has to be handed over to a person and, where cash on delivery applies, paid at that moment.
2. Preparation and dispatch
An order is prepared once it has been confirmed with you by telephone. Most orders leave our warehouse within 24 working hours of that confirmation. Bulkier items, and items dispatched directly by the supplier, can take up to 72 working hours to leave.
Orders confirmed on a Saturday, a Sunday or a public holiday are prepared on the next working day.
3. Delivery times
After dispatch, delivery normally takes one to three working days (24 to 72 hours). Delivery to islands, to mountain areas and to remote postcodes can take two to three days longer.
These are the times the courier gives us and we pass them on honestly; they are not a guaranteed date. Public holidays, extreme weather and periods of very high volume can add a day or two. If your parcel is clearly late, write to info@viamercader.com with the telephone number used for the order and we will check the tracking for you.
4. Delivery costs
The delivery cost depends on the size and the weight of the item and on the destination country. It is always communicated to you during the confirmation call, before the order becomes binding, and it is added to the total you pay on delivery. We do not add charges after that call.
We do not advertise free delivery as a general rule. Where a specific product page states that delivery is included in the price, that statement applies to that product.
5. Tracking
When the parcel leaves, the courier assigns a tracking number. Ask for it at info@viamercader.com, quoting the telephone number used for the order, and we will send it to you with the link to the carrier’s tracking page. Depending on the carrier, you may also receive an SMS with the delivery window.
6. If the address is wrong or incomplete
Please check the address during the confirmation call: it is the moment when a correction costs nothing. If you notice a mistake later, write to us immediately. Once the parcel has been handed to the courier we can usually still change the address, but the carrier may charge for the change and the delivery will be delayed.
If a parcel comes back to us because the address was wrong or incomplete, we contact you to agree a second delivery. The cost of the second delivery is yours.
7. If nobody is there
Couriers normally attempt delivery twice, and leave a card or send a message with the instructions for the second attempt. After the second failed attempt the parcel is held at a depot for a few days and then returned to us. If you know you will be away, tell us during the confirmation call and we will delay the dispatch.
8. Damaged or incomplete parcels
Look at the parcel before you accept it. If the packaging is visibly damaged, write “accepted subject to inspection” on the courier’s document, or refuse the delivery. Then write to info@viamercader.com within 48 hours with photographs of the packaging and of the item.
If an item arrives damaged, incomplete or different from what was ordered, we replace it or refund it, and the return costs are ours. This is separate from the 30-day return described in the Refund Policy, and it does not affect your legal guarantee of conformity.
9. Returning a parcel
Do not send a parcel back before asking us for the return address: the registered office is an administrative address and parcels sent there will not reach the warehouse. Write to info@viamercader.com and we will send you the correct address and the instructions. The full procedure is in the Refund Policy.
10. Contact
Nana lab s.r.l.
Corso Vittorio Emanuele II 44
10123 Torino, Italy
Email: info@viamercader.com – we reply within one business day, Monday to Friday.