FAQ

ORDER STATUS

What is the status of my order?

You can check the status of your order by accessing your Reserved Area or if you don't have an account directly at this link.

• In processing: he order is about to be sent to our warehouse
• In process: the order is being prepared at our warehouse
• In the verification phase: we are finalizing checks on the transaction, you may be contacted by our Customer Service
• Shipped: the order has been picked up by the courier and is in transit to the destination
• Canceled: the order has been cancelled
• Refunded: the order has been refunded

Can I change an order?

It is not possible to change your order. You can cancel an order while it is still in process.

You can check if it is still possible to cancel your order and request it by sending an email to customercare@dlsport.it.

Can I add/remove an item?

It is not possible to add or remove items to your order. You can cancel your order while it is still in process.

You can check if it is still possible to cancel your order and request it by sending an email to customercare@dlsport.it.

SHIPPING INFORMATION

Where's my order?

Once your order is shipped, you will receive a confirmation email with all the details and tracking number, through which you can follow the shipment.

When will my order be shipped?

The shipping times indicated are 1-2 working days and are valid from the moment the order is entrusted to the courier. Please note that external factors such as postal or courier delays, logistic problems, adverse weather conditions or being unable to access the address indicated can affect the punctuality of delivery.

I checked the status of the shipment and found problems. How should I do that?

If you have found anomalies with the shipment of your order, please contact our Customer Care as soon as possible, so that the appropriate checks can be made. If your order is delivered but you have not received it, please contact our within a maximum of 2 days from the presumed date of receipt so that the appropriate checks can be carried out with our couriers.

I checked the status of the shipment and found errors in the tracking number. How should I do that?

If you have found anomalies with the shipment of your order, please contact our Customer Care as soon as possible, so that the appropriate checks can be made. If your order is delivered but you have not received it, please contact our Customer Care within a maximum of 2 days from the presumed date of receipt so that the appropriate checks can be carried out with our couriers.

What payment methods are accepted?

You can choose from the following payment methods:

• CREDIT CARD: Once you have selected the type of card, you must enter the full number of the credit or prepaid card without spaces, the expiry date, the security code (CVV/CVC) on the back of the card and the name and surname of the cardholder. The accepted credit or debit cards are Visa, Visa Electron, CartaSi, PostePay, Mastercard and American Express. The amount of the order will be blocked on the card and charged only to the billing of the order. In case of total or partial cancellation of the order, the blocked amount will be automatically released. The timing of unlocking may vary depending on the credit institution issuing the card used.
• BANK TRANSFER: In case of purchase by bank transfer, the bank details for payment will be provided together with the order confirmation. The goods will be shipped only upon actual receipt of payment at the bank.

How do I pay by wire transfer?

In the case of a transfer purchase, bank details will be provided for payment along with the confirmation of the order. Among these, there will be the causal that will consist of a numeric string that should be indicated without modification or addition any within the reason of the transfer itself. The shipment of the goods will only take place when the payment is received in the bank.

Will I have to pay customs costs?

Any import customs charges will be borne by the recipient. You are therefore asked to contact your country's customs authorities in advance to check your costs and possible import limits.

ABOUT RETURNS

How do I request a return?

You can return a product within 14 calendar days from the delivery date, directly from the Reserved Area. In case of need, please contact Customer Care to open the return file. The goods must be returned intact, complete with all its parts and in their original packaging (envelopes and packaging), kept and possibly used for the time strictly necessary to establish and verify their nature, characteristics and size, according to normal diligence, without any signs of wear or dirt, in compliance with the conditions below.

Is the return free?

The return is free of charge for orders over 150€ in the countries indicated in the policy and the customer must send the products to Tip Tap Factory S.R.L within 14 (fourteen) days from the withdrawal after authorization of the return request by our Customer Care. The choice of the courier is at the total discretion of the Customer, except in the case where the return is free.

The shipping address is as follows:
Tip Tap Factory S.R.L, Via Marche 19/21/23, 63815 Monte San Pietrangeli (FM), Italy,

How does the return process work?

Return procedure:

1. 1. Create the return request through our www.dlsport.it page or by contacting our Customer Care;
2. 2. Wait for the return authorization email with instructions to proceed; print it out and store it inside the package;
3. 3. Place the items in a resistant box. If you use the original package, cover or unplug the previous shipping label;
4. 4. Send the package to the address received in the return authorization email;
5. 5.Wait for a refund: when your package returns to our logistics you will receive an email confirming your return. The refund will be made using the same payment method used to finalize the order within 14 days from the date of delivery of the return.

My product is defective, how should I do it?

To submit your return request by default, please contact our Customer Service. You will be asked for some photos of the product, where the defect is clearly visible.

When will I be refunded?

If the product conditions meet the requirements, the refund will be issued within 14 days from the date of return of the package using the same payment method used to finalize the order.

GENERAL INFORMATION

Newsletter

Subscribe to the DLSport newsletter to stay up to date, be the first to find out what's new and don't miss out on promotions! Subscribe is very easy: just access the dedicated section and enter the required data. If you want to unsubscribe, you can do it directly from the last newsletter received, from the Newsletter section on the site, or from your account. If you have difficulties or doubts, do not hesitate to contact Customer Care.

How do I get the welcome discount?

By subscribing to our newsletter you will receive an email with a promotional welcome code that will give you a discount of 10,00€ to use on your first purchase. The discount is valid on purchases over 150€. Not combinable with other ongoing initiatives.

When can I apply the welcome discount?

The welcome discount can be used on your first order or on a later order as it does not expire. It can be used on all items in the new collection excluding continuous items and the goods on sale.

Account

The registration of a personal account allows you to store your shipping details, view your order history and the ability to track an order and record a return independently.
Creating an account is very easy: just click on the dedicated icon at the top right and enter the required data. If you have forgotten your account password, use the "Forgot your password" function.
In this way the system will send an automatic email with a link to the registered email address. By clicking on this link, you will be able to create a new login password. If you wish to cancel your account, please contact Customer Care.

Where does the discount fit?

In order to use your promotional code, enter the goods in the shopping cart and go to checkout. At this point, you will find a special slot, on the right side of the page below the summary of your cart, where to insert your promocode.

Is it possible to add a promo code after finalizing an order?

You cannot add a promo code after the order is finalized. If this is still in the process, a new order can be cancelled and confirmed.

How can I contact customer service?

If you would like more information regarding your online purchases, such as order status, shipping time, return procedure or any other question please do not hesitate to contact us by email at customercare@dlsport.it. We are at your disposal from Monday to Friday from 08:30 to 18:00.