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When is my order dispatched?
Orders placed during office hours (from Monday to Friday, from 8:30 to 13:00 and 14: 30 to 18:00) will be dealt with the next day and delivery will depend on the time frame for the destination country. Deliveries are not made on Saturdays and Sundays and on holidays but on the following working day.
How long does the dispatched order take and how much does it cost?
The following table shows delivery times and costs for both the standard and express service:
| Standard Dispatch | |||
| Area | Time in working day | Cost | Free Shipping |
| Italy | 1 – 2 days | 11,5 | > 175 € |
| Calabria – Sicily -Sardinia | 2 – 3 days | 15 | > 175 € |
| Venice and Elba Island | 1 – 2 days | 20 | > 175 € |
| La Maddalena, Carlo Forte and Smaller Islands | 6 – 7 days | 32 | > 175 € |
| Europe – ZONE 1 | 2 – 3 days | 25 | > 320 € |
| Europe – ZONE 2 | 4 – 5 days | 25 | > 320 € |
| Europe – ZONE 3 | 4 – 5 days | 30 | > 320 € |
| Europe – ZONE 4 | 4 – 5 days | 45 | > 450 € |
| Norway | 4 – 5 days | 45 | > 450 € |
| Swiss, Great Britain | 4 – 5 days | 38 | > 400 € |
| Other Countries | write to info@stilleben.it | ||
| Europe Countries | ZONE 1 | ZONE 2 | ZONE 3 | ZONE 4 |
| Austria | Belgium | Denmark | Albania | |
| France | Bulgaria | Estonia | Bosnia | |
| Germany | Lusxemburg | Finland | Cyprus | |
| Greece | Netherland | Irland | Croatia | |
| San Marino | Poland | Latvia | Island | |
| Slovenia | Portugal | Lithuania | Malta | |
| Czech Republic | Serbia | |||
| Romania | ||||
| Slovakia | ||||
| Spain | ||||
| Sweden | ||||
| Hungary |
Is the date of the order different from the date of dispatch?
The date of the order refers to the moment at which the order was placed and confirmed on the website. Otherwise, the date of dispatch refers to the moment at which the goods leave our warehouse and are transferred to the carrier.
Do you also deliver to an alternative address?
Stilleben can also deliver to an alternative address (e.g. to a workplace); you just need to supply the address details. For security reasons, Stilleben does not deliver to P.O. boxes or poste restante.
How can I track my order?
As soon as the order is sent from our warehouse you are sent a confirmation email containing all the details of the dispatched order. The carrier will text you as soon as it takes over your order.
What happens if I am not at the specified delivery address when the carrier calls?
If you are not at the specified delivery address when the carrier calls, the carrier will leave a slip in your post box or near your entryphone telling you that the carrier called and giving you a number to call to arrange a second visit. A text message will also be sent to the mobile (cell) phone number that you supplied when you placed the order stating when the carrier called and the number to call to arrange another visit. The number you supply will be used only for the delivery and will on no account be used for commercial purposes.
If two delivery attempts are unsuccessful, the goods will be put into storage and our Customer Service will contact you to tell you how to get the goods out of storage. If you do not reply within three days of receipt of the message, the goods will return to our warehouse and you will be credited the price of the purchased goods less the storage cost.
Will I be contacted by the carrier before delivery?
The carrier does not normally make phone calls beforehand and does not agree to deliver within specific times. If you desire deliveries on particular days or at particular times, please specify this in the order on the website www.stilleben.it or send an email to info@stilleben.it and the package will be sent to you at the times or on the days requested by you.
RETURN
Can I return the goods I ordered?
If the Customer qualifies as a consumer, the consumer-protection provisions shall apply, including those of legislative degree D. Lgs 205 of 6 September 2006, which are not superseded by these general conditions. In particular, if the Customer has signed the agreement outside commercial premises or in the case of distance contracts and proposals, the consumer shall be entitled to withdraw without any contractual penalty by giving notice , within 10 (ten) working days from the date of receipt of the purchased products, by registered letter or email confirmed by email within the 48 (forty-eight) following hours to STILLEBEN, Via San Pietro 4 – 41121 – Modena. If the right to withdrawal is exercised, the purchased products shall be returned at the Customer’s cost and peril to STILLEBEN, whole and suitably packaged, within 10 (ten) working days of dispatch of the notice, to the following address: STILLEBEN – Via San Pietro 4 – 41121 – Modena.
The products are returned to STILLEBEN on the customer’s responsibility, at the customer’s cost and risk.
If the returned package is not received, STILLEBEN will ask the customer for proof of delivery, or the slip displaying the signature of the recipient of the returned package. If the customer does not provide proof of delivery, STILLEBEN will not be able to give a refund.
All products or parts of the products replaced by STILLEBEN become the exclusive property of STILLEBEN.
If the withdrawal right is exercised, STILLEBEN shall promptly return to the customer any consideration received.
If a customer who does not qualify as a consumer decides to return decides to return one or more conformant products without faults or defects at his own expense and with the product packaging intact, STILLEBEN will apply a fixed fee for the cost of administering the return amounting to €15.00 (fifteen euros).