Customer Care

Shipping Information

Products are delivered by UPS, for which tracking service is available.

The courier delivers from Monday to Friday, both in the morning and the afternoon. The recipient may not request a specific day or time for the delivery. In the absence of the recipient, the courier will leave a notice  at the recipient’s address.

Delivery will be attempted twice, after which the courier will attempt to contact the recipient.

FiloBlu srl will not be held responsible for any failure by the courier company to complete timely delivery.

In the case of deliveries to receptions (signed for by the receptionist), FiloBlu will not be held responsible for the package arriving at the final recipient. If a country is not on the country list, that means delivery is not currently available for that destination; however, since FiloBlu is looking at extending the list of countries we deliver to, we recommend you contact customercare@emerisqueitalia.com.

At the time of delivery, the Client shall be required to check:

  • That the number of packages delivered corresponds to the number shown on the delivery note;
  • That the packaging is intact, not damaged, or wet or spoiled, including with reference to the materials used for sealing (adhesive tape or metallic strapping).
  • Any damage to the packaging and/or to the product or any lack of correspondence in the number of packages or the details,must be notified immediately by indicating the nature of the problem on the delivery note for the product, which shall be returned to the carrier.
  • Any problems with reference to the physical integrity, correspondence or completeness of the goods received must be notified within 14 days upon delivery, in accordance with the methods set out in this document.

 

Shipping Costs

 

Shipping costs depend on the destination and the weight/volume of the package. You can see the shipment cost online at the end of the order process, before confirmation of the order.

 

Delivery Times


Orders are dispatched 24 hours following receipt of your order, after which delivery times are 1-2 working days in Europe, and 3-5 working days for countries outside Europe. Delivery of your order may be delayed due to the product(s) being temporarily unavailable; failure by the courier company to complete timely delivery; unforeseen or uncontrollable circumstances; or due to public holidays. In case of payment by credit card or PayPal, your order may be delayed if the payment is not authorized or if there are insufficient funds. If you have not received your order after 8 working days (excluding Saturday and Sunday), please contact Customer Services at customercare@emerisqueitalia.com.

The lead times for delivery indicated by FiloBlu are merely indicative and a delay to the same, or any delivery made with subsequent split consignments shall not entitle the Client to refuse the delivery or request compensation or indemnity.

 

Taxes and Duties


In case of shipments to countries outside the European Union, goods may be subject to customs duties or taxes. Any additional taxes for customs clearance will be borne by the recipient. In the case of the goods not being delivered (due to, for example, the recipient having provided the wrong address and/or phone number, or the repeated absence of the recipient at the address provided), or if the goods are not accepted  by the customer, the recipient will be charged a fee to cover the following expenses: shipment of the goods + return shipment of the goods + any customs fees for the return of the goods. The cost of the goods themselves will be refunded to the customer.

Customs duties and taxes are charged when the goods arrive in the country of destination, and the cost varies depending on the country. For further information regarding duties and taxes, and providing for the clearance of goods, we recommend that you contact your local customs office.