Shipping and delivery time
The delivery of ordered articles is carried out by TNT in Italy, and DHL abroad (it means Europe).
Both couriers use an online tracking code service in order to allow you to track your parcel journey. The tracking code (a link) is send by the courier when the shipment is ready to go. You'll receive the tracking link by two ways:
For this reason we suggest you to use your primary e-mail address and your personal phone number during the checkout steps.
The tracking link will be available and active from the next day after you'll receive it.
Couriers delivery timing
TNT/DHL deliver Monday through Friday. Delivery times are subject to change, both in the morning and in the afternoon. If the customer is absent upon delivery, the courier will leave a note at the point of delivery notifying that the package is waiting to be delivered. The courier will do two delivery attempts: if unsuccessful, the parcel will be keep in storage in the closest TNT/DHL point. During the storage time, the courier usually doesn't contact the customer by phone, but it could be useful to be reacheable (on call).
Best practices to make the delivery easy
When you're filling the checkout forms (before to complete your online order) is very important to use a strong telephone number (your mobile phone is the best) in order to make easy possible delivery problems. As it's very important to indicate a right phone number (home or mobile) to make the delivery easy, as it's important to indicate a delivery address where someone can collect the parcel and to specify the doorbell name. Double Clutch will not be responsible for possible inefficiencies connected to the courier service. Finally, pay attention to the delivery hour in to the e-mail and sms that you'll receive after the shipping starts.
In case of deliveries to receptions (with the reclaim signature by the receptionist), Double Clutch will not be responsible if the package will not reach the recipient finally.
Delivery countries (abroad extra CEE)
If you don't find a Country into the "nation delivery" field in the checkout steps (after the cart and before to complete the order), it means that currently we're not able to ship there. We're building a stronger delivery network than now, so be patience: we'll arrive even to you.
Advance online payment (credit card or PayPal) for orders under Euro 100: Euro 10,00
Surcharge for cash on delivery payment: +Euro 5,00 (total 15,00€)
The shipment is free (only in Italy) on orders over Euro 100.
The surcharge for cash on delivery will be applicate on all orders, redardless of the total order amount.
Shipping cost is always Euro 20,00.
At the moment, the free shipping on orders over Euro 100 is not available out of Italy.
ITALY: usually the packaging process will begin 24 hours after the order has been registered. From that moment on, delivery is usually carried out in Italy within the following 24-48 hours. Possible delays in the delivery may be caused by working matters of the courier service or holiday days. If this were to be the case, once 5 working days have elapsed (excluding Saturday and Sunday), please contact our customer care service at firstname.lastname@example.org . For the orders in cash delivery, we are used to contact the customer before to process the order: only after a confirmation we start the shipping operations (as you can see, it's very import to use a valid phone number at the moment of the fillig checkout form).
ABROAD: the packaging process will begin 24 hours after the order has been registered. From that moment on, delivery is usually carried out abroad within the following 48-72 hours. Possible delays in the delivery may be caused by working matters of the courier service or holiday days. If this were to be the case, once 5 working days have elapsed (excluding Saturday and Sunday), please contact our customer care service at email@example.com
On abroad deliveries could happen some problems related to customs operations: so you have to consider one or two days more to receive the parcel (it doesn't happen so often, but it could happen and we think you have to know it).
IMPORTANT NOTE: during some special moments of the year (special events, limited edition releases, promotions and offers - as Black Friday, Insane Weekend, Sales, etc) the delivery times could have some delays. It's special cases related to the high orders amount, requests and website traffic.
CLICK & COLLECT (Verona store, Italy)Through the 'click and collect' option, you can compete the order online and collect it reaching our offline store (the store is located in Via Sottoriva 15/A, Verona - Italy)
Choose the option "Click and collect" during the checkout steps (into the Shipment step). Choosing the 'click and collect' option you can't pay by cash on delivery, but only with advanced online payment (credit card or Paypal).
Usually, the items orderd with 'click and collect' can be ready to collect within the next 24/48 ore from you receive the order confirmation e-mail.
The collect can be done only during our opening days and hours:
From Tuesday to Saturday: 9.30-12.30, 15.30-19.30
If you have any doubts about opening hours, 'click and collect' details or even if you want to be sure that your items are ready to be collected, please contact us at firstname.lastname@example.org
IMPORTANT: After the confirmation order, you've 7 working days to reach the store (Verona) and collect your items. After this time, if you've not collect the order we'll proceed to cancel it and refund your payment.
As the online orders, even for 'click and collect' orders is valid the right to cancel the order and return the products within 14 days.
CUSTOM DUTIES AND TAXES
For shipment towards non-ITALY countries, goods are subject to customs clearance and possible taxes. Any additional tax necessary to import the goods through customs will be paid in full by the recipient. Duties and taxes may differ from Country to Country and are charged when the goods reach their destination. For further information regarding duties and clearance, please contact your local customs offices.
- I've just completed my order, when will i receive my parcel?
Your order will be processed by Double Clutch Team and delivered by us to the courier (TNT Italy, DHL Europe) within 24 working hours. Since that moment, the parcel will be hosted at the TNT/DHL point in Verona (italy) and in ready-to-go status: within the next 24/48 working hours the order will be delivered to you at your address.
Please note that in some periods of the year (sales and promotions), these timing could be delayed.
Furthermore, for orders during the weekend (saturday and sunday) please consider that the processing will be start from the next monday.
- When and how can i track my parcel?
The tracking link is sent directly from the courier when the parcel is leaving the TNT/DHL point in Verona.
- I placed my order more than 2 days ago, but currently i've not receive the tracking link or a shipment confirmation e-mail: why?
The processing and shipping is done in working days and working hours. If you've placed the order during the weekend (saturday or sunday), it will be processed the next monday and in the next 24 hours it will be delivered by us to the courier. Finally, the courier will deliver the parcel to you in the next 24/48 hours.
Furthermore, the standard shipping timing could be delayed during sales period, offers day, black friday, etc. However, after 3 days without receiving a courier e-mail or the tracking link, please contact us at email@example.com.
- I've not received the order confirmation e-mail, what should i do?
Check you e-mail inbox into the "spam" or "offers" folders. If you can't find any order confirmation e-mail, please contact us at firstname.lastname@example.org including:
- Name, surname you've used to place the order
- Order day and hour
- Items you've bought