FAQ & Returns

Frequently Asked Questions (FAQ)

Where do you ship? We ship worldwide with tracked shipping. The only exception is perfumes, which unfortunately we cannot ship outside of Europe due to regulations in the main non-EU countries.

Who pays the customs charges? Any customs charges are the responsibility of the customer.

How long will my order take to arrive?

We always try to ship as fast as possible. Here are the indicative times:

  • Italy: 2-5 working days (up to 5-7 for more remote areas).
  • European Union: 3-6 working days.
  • Extra EU: 7-15 working days (or a little longer if customs takes time).

How do I know where my package is?

As soon as your order is shipped, we will send you an email with the tracking number. Use that number to track your package on the courier's website via Packlink.

Can I change or cancel my order?

Yes, you have up to 4 business hours from confirmation to do so. Write to us at support@emporiocentrale.com and we will see what we can do. After 4 hours, the order will already be on its way and we will no longer be able to modify it.

How do I return or exchange a product?

You have 14 days from receiving the package to request a return or exchange. The product must be in perfect condition, with original packaging and accessories. The return shipping costs are at your expense, unless we make mistakes. Write to us at support@emporiocentrale.com with the order number and the products you want to return and we will guide you step by step. Once the package is received, the refund will be processed within 7-14 business days and credited back to the same payment method you used.

What if my package arrives damaged? Take some photos that clearly show the damage and send them to us at support@emporiocentrale.com along with your order number. Also keep the original packaging for safety. We will help you choose between a refund or a free replacement.

Are my personal data and payments safe? Yes, we use certified security systems such as SSL encryption and comply with PCI DSS and GDPR standards to protect your privacy. For payments we rely on secure platforms such as PayPal and Stripe.

How can I request an invoice? Enter your tax information when ordering and you will receive the invoice directly. If you have forgotten, write to us at support@emporiocentrale.com with your information and we will take care of the request.

How can I contact you if I need help? If you need assistance, we are here for you:

I saw something in the store that is not on the ecommerce, can I buy it? If you saw a product in the store that you do not find online, write to us at support@emporiocentrale.com describing it and we will do our best to help you!