Help and frequently asked questions
Orders
Once you have fallen in love with an item, on product page you will find the box "nome" where you can write your customisation, up to 17 caracters and "colore del nome da ricamare" where you have to choose the color of your embroidery.
After that, just add it to your cart by clicking on the “Add to Cart" button.
Products in your cart are reserved for you only after you have successfully completed the checkout process.
By default, all our products are embroidered in lower case letters.
If specified in order notes at checkout, it's possible to have one or more capital letters.
After you've placed your order and your payment and shipping details have been verified, you will receive an Order Confirmation by email.
On your Order Confirmation email, you'll find a link to check your order status. Please note that customised orders are dispatched about 7/10 business days after the confirmation.
Payments
At checkout, after completing the shipping informations, you will be redirected to Payment page, where all payment options available for your order are displayed.
We accept payment by PayPal, or credit card (Visa, MasterCard, American Express).
You can comfortably and securely pay with your credit card during checkout. We accept MasterCard, Visa, and American Express.
You can also safely and easily pay via PayPal during checkout. At the end of the ordering process, you will be redirected to PayPal.
Shipping
We ship with GLS courier across Europe and UPS for extra-EU orders.
The lead time of the shipment varies according to the destination. After dispatch, shippings in Italy usually take 1-3 working days, while 3-5 working days are required for the rest of Europe.
As stated on product page, customised orders require about 7/10 working days before dispatch. Considering shipping lead time, you usually receive your order in 1/1.5 weeks from confirmation.
Once your order is handed to the courier, you'll receive a shipment confirmation email from us. Shortly after, you will also receive an email from the chosen courier that contains all the tracking information you might need.
Returns
If your item is customised, unfortunately it can't be returned. Following italian law (art. 59 Codice del Consumo), items that are customised by your request are excluded from right of withdrawal.
In case you purchased a non-customised item, you have 14 days after delivery to return it. In such case, contact us at clienti@fkyouridentity.com
If you believe you received an incorrect, misrepresented, or defective item we do our best to process your refund swiftly. Please follow these simple steps:
1. Send us an email at clienti@fkyouridentity.com that informs us of your wish to return your purchase. For speediest processing, please include your name, telephone number, order number, and, where applicable, photographs documenting the damage or error.
2. Once your request is received and approved by our Customer Service team, we will send you all the information needed to send the item back.
3. Refunds will be processed after the goods have been received by the dealer of origin. You are responsible for safely packing and shipping the item back to the dealer.
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Unanswered questions?
For more information and requests, please get in touch anytime at clienti@fkyouridentity.com