Shipping policy
Processing and dispatch. Orders are processed and handed to the carrier within 1 working day. We ship with different carriers, chosen by destination and convenience. When the order ships, the customer receives an e-mail with the tracking code.
Delivery times (working days from handover to the carrier, indicative). Italy: Standard 24/48 hours, Express 24 hours. European Union: 4 to 7 days. Non-EU countries (UPS Express): 3 to 5 days; customs checks may add extra time. In any case, delivery takes place within 30 days of the order.
Shipping costs. The cost is calculated and shown at checkout before payment, based on destination, weight and order value. In Italy: Standard €5.99, free from €150; Express €19. In the European Union, shipping is free from €200 (from €250 for Greece, Cyprus, Malta and Romania; excluding the Balearic Islands and the Canary Islands, where rates and thresholds differ and are shown at checkout).
In-store pickup. At checkout, customers can choose free pickup at FLAT shop, Corso della Repubblica 36, Fabriano, during opening hours.
Non-EU countries. Prices for non-EU customers are shown without VAT. Duties, taxes and customs charges are not included and are payable by the recipient on delivery. For the United Kingdom, we ship orders from €160.
Damage and loss in transit. The risk of loss or damage during transport is borne by FLAT di Carloni Leonardo until delivery. In case of damage, the customer must report it to info@flatshop.it within 48 hours of delivery, attaching photos and quoting the order number. After checking with the carrier, FLAT di Carloni Leonardo will proceed with a replacement shipment or a refund.
Failed delivery. If delivery fails for reasons attributable to the recipient (incorrect or incomplete address, parcel not collected, storage period expired, refusal for any reason), the parcel is returned to the sender by the courier. The return costs applied by the courier or the competent authorities (including any handling, storage and customs charges) are borne by the customer and will be deducted from the refund, which is issued only after receipt of the goods and verification of their integrity. Any re-shipment is at the customer's expense.
Unavailable product. If an item turns out to be unavailable after the order, we inform the customer without delay and refund the amount of that item; the rest of the order is shipped. If the customer prefers to cancel the entire order, they can write to info@flatshop.it before shipment and we will refund the full amount.