Customer Assistance - Faq

SHIPPING INFORMATION
All MASSACCESI bags and accessories are produced by hand by Marco Massaccesi and his staff in his own traditional workshop. Each order creates a new production line so each bag is a stand-alone production. 
Production is divided into 4 main processes (leather cutting process, preparation and edge-painting of all parts, assembly process and finalizing process) and each process requires many hours of handmade work.
Due to the custom nature of each bag we produce, fulfillment is typically within 60 days so orders are usually shipped between 7 and 8 weeks after order receipt. Customers will be notified by email if there are unforeseen delays.
Changes may be accepted and approved via email before the bag goes into production.
Sales of all custom orders are final. 

 


SHIPMENTS TO ITALY
All orders shipped to Italian addresses are free of charge with tracking information via GLS Italy S.p.A. It is the customer's responsibility to track their order once it has been dispatched. However, PELLETTERIA MASSACCESI di Marco Massaccesi is more than happy to provide assistance if needed, please send an e-mail to customercare@marcomassaccesi.it

 


INTERNATIONAL SHIPPING
Marco Massaccesi is pleased to offer direct shipping to customers outside Italy. For all international destinations, details are provided below.
Click a link below for information about international shipping and delivery.

•    What countries does Marco Massaccesi ship to?
•    How do you ship to destinations outside Italy?
•    What are your shipping and handling charges for international orders?
•    What are delivery times for international orders?
•    When will I be billed?
•    What is the return policy for international orders?


What countries does Marco Massaccesi ship to?
We ship to any worldwide destination served by our shipping partners. Our international shipments are managed by SDA Express Courier SpA or by United Parcel Service of America Inc. (UPS service cost is quoted on request only). Please note that we do not currently ship to post office boxes.
A detailed list of countries served by our carrier can be found here: https://www.ups.com/eg/en/shipping/zones-and-rates.page?


How do you ship to destinations outside Italy?
Simply add items to your order and click on "Checkout" to complete your order. You will see your total price including shipping and handling charges before you place your order. Please note that your order may be subject to additional charges for duties and taxes by the destination country. These charges are beyond our control. Duties and taxes will be paid on your behalf by the shipper and you must agree to pay these charges to receive your order. Please note that in placing your international order, you agree to pay any and all taxes and duties which may apply. Also, please make sure that you provide us an accurate shipping address, as PELLETTERIA MASSACCESI di Marco Massaccesi is not responsible for incorrect shipping addresses. If you have any questions about international orders, please contact our Customer Service sending an e-mail at customercare@marcomassaccesi.it.


What are your shipping and handling charges for international orders?
Shipping and handling charges depend on the size and weight of your package and your ship-to destination. To know the exact shipping and handling charges before you buy, simply add items to your order and proceed to provide your address information in the checkout process. We will tell you the exact charges, excluding duties and taxes, for your desired items before you actually place an order. You will not be charged for duties and taxes by PELLETTERIA MASSACCESI di Marco Massaccesi at checkout, but these charges may be applied by the destination country. If so, they will be paid on your behalf and subsequently collected from you by our shipping agent.
Average shipping cost for 1 bag purchase:
EUROPE: € 14,00
MID EAST: € 40,00
ASIA: € 40,00
USA/CANADA: € 25,00
SOUTH AMERICA: € 40,00
AUSTRALIA: € 40,00


What are delivery times for international orders?
Orders are shipped when all production processes are completed, usually 7 or 8 weeks after order acceptance.
Please allow 3 or 5 business days for receipt of orders shipped to European destinations.
Please allow from 5 to 15 days for receipt of orders shipped to Mid East and USA/Canada destinations.
All international orders are delivered via express service and are fully trackable.


When will I be billed?
Your credit card will be billed by PELLETTERIA MASSACCESI di Marco Massaccesi as soon as order is accepted, even if it isn't possible to ship orders before 7 - 8 weeks after order receipt (that's due to custom nature or each order we have to produce). We don't accept partial payments.


What is the return policy for international orders?
Our return policy lasts 10 days. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
In case any item is not in its original condition, is damaged or there are missing parts for reasons not due to our error it can’t be accepted as return.
 

REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, in general within 7 working days by our Bank.
 
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at .
 
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customercare@marcomassaccesi.it and send your item to:
PELLETTERIA MASSACCESI
Via De Pinedo, 33-B
Villa Rosa di Martinsicuro (TE)
Zip code: 64010
Italy
 
Shipping
To return your product, you should mail your product to:    
PELLETTERIA MASSACCESI
Via De Pinedo, 33-B
Villa Rosa di Martinsicuro (TE)
Zip code: 64010
Italy
 
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deduced from your refund.
 
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
 
If you are shipping an item over € 50,00 ($ 70,00), you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
 

 

SHIPPING STATUS
You will receive an email informing you that your order has been shipped with the tracking number of your parcel.


 

LOST PACKAGES
PELLETTERIA MASSACCESI di Marco Massaccesi is not responsible for any lost or stolen packages once it has been shipped from our facility. Orders are sent to the exact address given to us for shipping. We are not responsible for the cost of lost or returned packages due to an incorrect address given by the customer during order processing.


 

CUSTOMS INFORMATION
Your order may be subject to customs clearance procedures, which can cause delays beyond our original delivery estimates. You may also be subject to import duties and taxes, which are assessed once a shipment reaches your country. You are responsible for any additional custom clearance charges. Please refer to your local customs authority for more information.
 

 

PAYMENTS
PELLETTERIA MASSACCESI di Marco Massaccesi accepts the following methods of payment:
VISA, MASTERCARD, MAESTRO, AMERICAN EXPRESS, CARTA SI/NEXI.
We accept PAYPAL payments.
We do not accept personal checks and money orders. Direct bank transfers have to be accepted by PELLETTERIA MASSACCESI di Marco Massaccesi and they have to be requested writing to customercare@marcomassaccesi.it .
For your security, the billing name and address must match the credit card or other method used for payment. We reserve the right to cancel any order that does not comply with this or with our other security criteria.
All MASSACCESI orders are charged at the time you submit your order.
 

SECURITY
On marcomassaccesi.it every purchase is made with maximum security thanks to the use of VeriSign and other secure servers and the implementation of the most advanced encryption services (SSL). We only use protected connections, as demonstrated by the "https" URL prefix and the lock symbol that appears in the browser's address bar.
To safeguard your credit card purchases, you will always be asked to enter your CVV code for every order. Our Payments department may carry out anti-fraud checks before approving the transaction and for greater protection, they may contact you for further details before confirming the order.

 

iconfinder_online_social_media_facebook_
iconfinder_instagram_online_social_media
iconfinder_mail_email_envelope_send_mess
iconfinder_online_social_media_pinterest
iconfinder_linked_in_online_social_media

© MARCO MASSACCESI 2019    -    P.IVA IT01044950671