Our Customers service is at your disposal
- Buy at Svanilla
- Search products
- If you are looking for a specific article or for articles in general, write your keyword in the search bar of the homepage on Svanilla and you will see all the search results. To refine your search, select a category from the drop down menu bar that lists the categories, each category has subcategories where you can more easily find the articles you are interesting. On the product page of each article you will find all the details and features. These details include the reviews of our customers who can provide more information on the content and product compatibility. If you can not find the information you need on Svanilla, you can consult us by sending an email to firstname.lastname@example.org.
- Size Guide
- Each product will have a photograph available along with descriptions, details and a chart to select the correct size. For more information, or measures relating to individual sizes, Svanilla offers a Product Advisor, which can be reached from the link 'MORE INFO?' Within the product.
- Search Orders
- You can check the progress of your orders directly on line by accessing the reserved section and entering the ORDER, or directly from the link ORDER if you remember your order number and other requested information. We wish to remind our customers that once confirmed and fulfilled the orders of items already available can not be changed. Orders placed separately will be shipped separately.
- You can request the change of an item if the original article and the one you want to make the change meet certain criteria. Currency option: available if the item you wish to return was not purchased through a promotion. Note: the currency option is not available if the item you wish to return was purchased through a promotion; gift option: the article with which there is a change cannot be sent as a gift; option to change the size and color: the item to be changed must be a different size or color from the article with which you want to make the change; option exchange with different articles: the article with which you want to make the change must not be identical to the article that you are returning.
- Exchange or Return
- If you have thought about your purchase and want to return the item that you purchased on Svanilla or by a third party vendor on Svanilla, in accordance with our return policy, you can do so by following these simple steps. If the user / consumer is a real person, and the contract with Svanilla comes to the provision of its services (= made available to the market platform Svanilla) and is concluded for purposes other than those relating to the professional activity , trade, business or craft activity carried out by the user // consumer (such user or consumer is defined under Article 3 of the Consumer Code pursuant to the Legislative Decree. n. 205/2006, as amended, " Consumer Code "), the latter has the right to withdraw details described below. Imex Lab LLC holds Svanilla grants users / consumers habitually resides in France, Great Britain, Italy, Germany, the Netherlands, Poland and Spain the right of withdrawal to be exercised within 14 days, even if where local laws provide for a shorter period. Users / consumers habitually resides in France, Great Britain, Italy, Germany, the Netherlands, Poland or Spain, may send their notice of withdrawal, within the period referred to above, in writing (registered letter with acknowledgment of receipt, telegram or electronic mail) even if the local law contains more stringent provisions. For consumers who permanently reside in Switzerland, all the same assumptions and the same consequences of withdrawal are the same as in Italy, although Swiss law does not provide for the right of withdrawal. For more information visit the help page Returns & Refunds on Svanilla.
- The following forms of payment are accepted by Imex Lab LLC holds Svanilla:
- CREDIT CARD
- Upon purchase, customers enter their credit card details in a secure electronic banking system, provided by Banca Sella and WorldPay. They can make purchases by using Visa, Mastercard, American Express, and JCB. Please visit www.bancasella.it and www.worldpay.com for more information. Security Credit Card All transactions are processed via a secure server, ensuring customers to Imex Lab LLC holds Svanilla maximum data protection. The operators of the Customer Service Imex Lab LLC holds Svanilla are in no way allowed to request or accept credit card numbers and / or its validity. In order to ensure greater protection on purchases made in e-commerce, Imex Lab LLC holds Svanilla recommends that its customers subscribe to the services Verified By Visa or Mastercard Securecode, requiring a PIN security code with which to make their purchases in safely. For more information please visit: www.visaitalia.com or www.mastercard.com/it Charges on Credit Card. If there are sufficient funds to purchase and the bank details provided are valid, the transaction will be processed instantly. The credit card used will be charged at time of purchase also in the case of pre-orders although the dispatch of such articles will happen at the later data.
- BANK TRANSFER
- Choosing payment via bank transfer, at the conclusion of the order the customer automatically receives an email confirmation containing bank details of Svanilla, following which the merchandise is set aside pending the arrival of the payment on the account. The customer is required to send a copy of payment by fax or email within 48 hours of receipt of order confirmation. If within that period Imex Lab LLC holds Svanilla does not receive a copy of the payment, they will cancel the order. We will ship the order when the transfer reaches our bank account and as soon as the goods are available in our warehouse.
- Choosing the method of payment PAYPAL customers can pay directly through their Paypal account. Imex Lab LLC holds Svanilla reserves the right to ship the goods only to the address indicated on the account verified by Paypal. NEW CUSTOMERS We wish to remind our new customers that Imex Lab LLC holds Svanilla can ask the bank or Paypal to verify the transaction, even contacting the bank counterparty. This check may cause some delay in the shipment of the order. Imex Lab LLC holds Svanilla reserves the right to ask to new customers the shipment of goods to the billing thereoff.
- The prices published on the website, payments, invoices for orders are in dollars.
- Imex Lab LLC holds Svanilla encourages customers to contact their bank to receive detailed information on exchange rates and bank fees related to the transaction.
- Customers who sign up for the newsletter of Svanilla receive updates on promotions and codes that can be placed in the cart during the purchase process. Each code has a start date and end validity, and this time limit cannot in any way be extended. Promotion codes can be used in conjunction with good and vouchers issued in the case of credits opened.
- Update your Account
- To update your account, access the reserved for you, replace / update the required information and click on the button. "save".
To all of you, from all of us at Svanilla - Thank you and Happy eCommerce!
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