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Customer Care

ORDERS

ORDER NUMBER
By entering your Order Number in the Order Information area, you can view the list of articles you ordered and information regarding shipment status.
Registered users can view their order history and other details in the “Account” section.

PAYMENTS
TOP FAQ
What methods of payment can I use?
We accept the following methods of payment:
Visa, Mastercard, American Express, Paypal and Cash on Delivery (COD valid for Italy only).
Is the transaction safe? 
Every purchase on shop.superlativa.it is extremely secure because advanced technological and encoding systems (SSL) are used. The customer can also rely on the use of VeriSign certificates. In order to protect your credit card purchases, you will always be asked to enter your CVV code. Aor uses secure connections only, as shown by the padlock symbol appearing in the browser and the prefix “https” in the address bar. Moreover, for greater security, all orders made using a credit card must be approved by shop.superlativa.it. This is why our Customer Service may contact you for further payment details before confirming the order.
When will the order amount be charged to my card?
After receiving the order we perform a standard pre-authorisation check on your card to ensure that there are sufficient funds to complete the transaction. The goods will not be shipped until this pre-authorisation check has been completed. We will charge payment to your card after confirmation that the order has been accepted.
Why has my payment not been accepted?
After receiving the order we perform a standard pre-authorisation check. Payment may not be accepted for a number of reasons, such as insufficient funds on your card or due to entering incorrect data when making the order, such as the expiry date or card type and number. If the problem persists, we advise you contact our Customer Service.

PAYMENTS ACCEPTED
Payment by credit card
We accept the following credit cards: Visa, Mastercard and American Express (the latter is not accepted for purchases from Poland).
Quick Purchases: you can save your credit card information, allowing you to complete subsequent orders more quickly.
You will be charged when the order is completed, following appropriate checks.
Payment using PayPal
After confirming order data, you will be asked to access your PayPal account to complete payment.
If you do not possess a PayPal account, you will be able to create one from the login page before completing your order.
Your PayPal account will be charged when the order is completed.
PAYMENT SAFETY
Every purchase on shop.superlativa.it is extremely secure because advanced technological and encoding systems (SSL) relying on VeriSigncertificates are used.
Connections are safe and protected, as shown by the padlock symbol appearing in the browser and the prefix “https” in the address bar.
To protect your credit card purchases, you will always be asked to enter your CVV code. If you have previously saved a credit card, you will not be asked for your CVV code again when purchasing.
The saving of credit cards and payments is managed by Banca Sella Holding S.p.A, Registered office: Piazza Gaudenzio Sella, 1 – 13900 Biella, Italy.
Aor will not receive your credit card details and thus will not be able to file or save them in any way.

SHIPMENTS
SENDING A GIFT
If you wish to send a gift, you can choose the GIFT OPTION during the payment process on the CHECK OUT page.
The Superlativa® gift package has been designed to give added value to online purchases.
If you wish, you can include a personal message. This will be printed on a Superlativa® gift card.
The gift will be shipped to the delivery address, and the order confirmation document will not specify product prices; notice of the order will be sent by e-mail only to the sender of the gift.

The gift option has an additional charge of € 7.00.
COUNTRIES WE SHIP TO
Orders can be made from the following countries: Europe and Brazil
Shipping costs may vary on the basis of the destination country, tax and duties related to your country are in your charge.
SHIPPING COSTS AND TIMES
Orders made between Monday and Friday by 10:00 am (Italian time – GMT+1) will be handed over to the forwarding agent on the same day. Any orders made after this time will be shipped the following day.
Once e-mail confirmation of shipment has been received, orders will be delivered within 3-4 business days, with the exception of some specific areas for which longer shipping times are envisaged.
Our forwarding agents (DHL for Italy and for outside Italy) deliver from Monday to Friday.
Three attempts at delivery will be made, and a notice will be left each time.
After the third attempt, the order will remain in the forwarding agent’s warehouse for seven days.  During this period, the customer will be contacted to provide further information on the correct delivery information. If the order has not been delivered after seven days have elapsed, it will be shipped back to our warehouse and the order will be refunded.
The shipping costs applied for each country are as follows:



Orders may experience delays in shipping and delivery due to public holidays and/or events beyond the control of Aor or the forwarding agent.
Once the order has been shipped, a confirmation e-mail will be sent containing the tracking number so the shipment can be tracked in real time.
It will also be possible to check the shipment status by entering the tracking number in the field below or directly on the forwarding agent’s website.
For any problem, you can always contact Customer Service.
 
SHIPMENT MONITORING
Enter the tracking number in the tracking area of DHL to view information on the shipment of your order.


TOP FAQ
Where do you ship from?
Our warehouse is located in Grumello del Monte (BG), Italy.
What forwarding agent do you use?
We use DHL for shipments in Italy and for international shipments.
How much does shipping cost?
Shipping and handling charges will depend on the value of the order, the country to which goods are to be sent and the delivery times the customer requests. Click here to consult a list of our shipping and handling rates and terms of delivery.
How long will it take for my order to arrive?
Shipping and handling charges will depend on the value of the order, the country to which goods are to be sent and the delivery times the customer requests. Click here to consult a list of our shipping and handling rates and terms of delivery.
How can I check the status of my shipment?
The shipment tracking number is included in the shipment confirmation sent by e-mail.
You can monitor shipment status on www.dhl.com.
Don’t worry if you have lost the code: you can contact Customer Service, who will provide you with it.
What is the standard package like?
The standard package comprises a cardboard box containing the purchased garment, wrapped in personalised Superlativa envelope. The package may also contain instructions for returning goods and an order summary.
What is the gift package like?
You can choose a text for the gift card that will arrive together with the gift package. In this case the order summary inside the box will not specify any prices.

RETURN AND REFUNDS
RETURN FORM
You may return one or more products within ten business days of receiving the order.
In order to request the return of items, you need to enter the number of the order you wish to return in the Order Information area in your Account area (for registered users).
 
RETURN CONDITIONS
Superlativa® wishes to ensure complete customer satisfaction. If for some reason customers should not be fully satisfied with the order, they may return one or more articles purchased and receive a refund for the price of the returned product.
In order to return an item, you should check that the conditions have been complied with. Aor will not accept returns that do not meet to all the required conditions.
Returns shipped from countries other from those to which we ship will not be accepted.
All the products available on shop.superlativa.it are fitted with an ID tag and warranty seals. We advise you to try on the product without taking off the tags, since any returned items that are not in the same condition in which you received them will not be accepted.
Full details on return conditions are available in the Returns Procedure section.
RETURNS PROCEDURE
You may return one or more products purchased by filling out the Return Form no later than ten business days of receiving the order.
Products returned from the same order must be sent as a single shipment. Aor will not accept returned items from the same order shipped separately.
We reserve the right to refuse returns which are unauthorised, of which we are informed late, which have been shipped late, or of items which are not in the same condition in which you received them.
Returns in four steps:


DHL from Italy:
DHL from outside Italy:
check on www.dhl.com

SHIPPING COSTS FOR RETURNS
Return and change of size shipment costs are paid by Aor.
REFUNDS
Refunds will be made after we have received the returned goods at our warehouse and after it has been ascertained that the requirements have been met. Checks at the warehouse may take up to five business days.
The time necessary for refunding will depend on the payment method used:
purchases made by credit card :the refund will be made within three business days of confirmation by the warehouse. The time required to view the refund on your account may vary, and depends on your card issuer;
purchases made using Paypal : the refund will be made within three business days of confirmation by the warehouse, and will be visible within 24 hours;
purchase using cash on delivery : the refund will be made to the Current Account specified by the customer subsequent to the refund request. The time required for refund will depend on the correctness of the information provided. Refunds will be made within five business days of confirmation from the warehouse, and the refunded amount will be visible on your account within a few days. You will be able to check the refund on your account online or by contacting your bank.

TOP FAQ
I have received the wrong item in my order. What can I do?
Immediately contact our Customer Service on the following number: 0039 035 833998. We will be happy to help you out.
I have received a faulty product. What can I do?
If you have received a faulty product, immediately contact our Customer Service on the following number: 0039 035 833998. We will be happy to help you out.
I have returned a garment from my order and I would like to know if it has been processed.
Immediately contact our Customer Service on the following number: 0039 035 833998. We will be happy to help you out.
I want to return a gift. Who will be refunded?
If the order has been paid for using PayPal or credit card, the refund will affect the original transaction and will therefore be credited to the account of the person who made the payment. For security reasons we are not authorised to credit refunds to a different account.
How long will it take to receive a refund?
After the return of products, Aor verifies that they meet the conditions and terms. In the event of successful assessment, Aor will send you confirmation that the returned products have been accepted, and whatever the payment method, Aor will make the refund in as short a time as possible and in any case no later than thirty (30) days after Aor is informed of your return request.
The amount refunded is wrong. What should I do?
If the amount refunded is wrong, immediately contact our Customer Service on the following number: 0039 035 833998. We will be happy to help you out.