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Shipping & Delivery

 

Preparing and Shipping your Order

All of our orders are usually prepared a few hours after payment is confirmed, then shipped through Express Courier. When placing your order, please indicate all information necessary for delivery (ex: telephone number, apartment number). Our system will identify the fastest and most efficient carrier depending on each destination. Shipping is normally available in all the European Union. In addition, a pick-up point may be available in your area. You will usually receive your package in 4-8 business days. 

SHIPPING IS FREE TO ITALY AND COSTS € 7,90 TO ALL EU DESTINATIONS. 

Special items like TVs and large appliances may require additional transport services. 

All products ship from EU warehouses and are insured through our logistics network. Some items may require sorting while in stock before reaching their destination address. Once they become available you'll receive your delivery information. If ordering multiple items, we suggest you group them in a single order. 

Shipping times may vary in the case of large or heavy items, as well as when shipping to remote locations/islands. Shipping times may also vary due to force majeure or reasons beyond our control. If the parcel arrives and no one is available at the delivery location, the courier will leave a notice and usually try to deliver it the next day. In any case, it is possible to contact the courier and set up a new delivery time or make arrangements for pick-up at the courier's office. 

Shipping costs include handling, shipping, insurance and transport fees. Transportation costs may vary according to the order’s total weight. 

Boxes are shaped accordingly and properly packaged. We keep your products safe and pay special attention when dealing with fragile objects.

In some cases, when products are shipped from different warehouses, your order might arrive as separate shipments, with no extra costs. We will notify you and you will be able to track each of the shipments.  In these specific cases, the service shipping to a pick-up point may not be available. 

All of our products leave the warehouse with a package in perfect condition. If the package were to suffer any damages during shipment, you must clearly label it with the phrase “PACKAGE VISIBLY DAMAGED”.

When the package is delivered, the Customer must verify that the number of packages corresponds to the number indicated in the delivery note; that the package is intact, without damage, not wet nor alterated in any way. Any damages to the package and/or product must be immediately reported to the courier. If this is the case, when accepting the parcel, you must note the acceptance is subject to further inspection providing a specific reason before signing the delivery note. Once the delivery note has been signed, any future claims on the package's condition will no longer stand. 

Please let us know of this incident IMMEDIATELY via email to our customer service address support@onsurprise.com. Please attach a clearly readable photo or scan of the delivery note. We will use this document to claim transportation insurance and promptly replace your damaged product with a new one free of charge. 

Once the package has been delivered, the Customer must keep all shipping documents (delivery note) as well as the original packaging. This information will allow us to act promptly in the case problems occured during shipping. 

In case of receiving the wrong product, please inform us of the incident within 24 hours from delivery, via email to our customer service address support@onsurprise.com. We will be happy to offer a replacement, with no additional cost on your behalf.  

 

My Order Hasn’t Arrived Yet

If your estimated delivery date has passed and your order hasn’t arrived yet, we’ll be happy to help. Prior to contacting us make sure you have:

  •   Checked your tracking link to track the package. Remember that in some remote locations we could need up to 15 business days for delivery.
  •   Logged in and checked the “My Account” section, verifying that your shipping address and contact information are correct. In specific, make sure you included the name on the doorbell (if needed and different from yours) with your shipping information.
  •   Checked if the courier service left a message: your order might actually be at the courier’s warehouse waiting to be picked up or waiting for a second delivery to be organized.
  •   Asked neighbors and doormen in your building if they happened to retrieve a package in your name.

 

If you’re unable to locate your package, contact our customer service team at support@onsurprise.com providing your order number. We’ll gladly offer our support in helping solve the issue.


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