FAQs

Before contacting us, we kindly invite you to consult our Frequently Asked Questions for quick guidance

New Website & Account

What has changed on the website?

We have redesigned our website to offer a more seamless, refined and contemporary shopping experience.
This evolution reflects our commitment to continuous improvement, while preserving the quality and attention to detail that define our collections.

How do I access my account?

Access is now simpler and more secure.
A password is no longer required: enter your email address and you will receive a one-time 6-digit verification code.

Can I view my previous orders?

Orders placed before April 7 are not visible in your new account. For any information, our team will be pleased to assist you: xacus@ecommerceonline.it

Is my personal data secure?

Protecting your personal data is a priority.
All information is handled in full compliance with applicable data protection regulations.

Orders

Are orders placed before before April 7 confirmed?

Yes, all orders placed prior to the transition have been successfully received and will be processed as expected.

How can I get information about an order placed before before April 7?

We will be happy to assist you personally: xacus@ecommerceonline.it

Kindly include your order number or the email used for the purchase, if available.

Can I modify or cancel my order?

Orders are processed promptly to ensure efficient delivery.
Should you need to make a change, we invite you to contact us as soon as possible. We will always do our best to assist you.

How do I know if my order has been confirmed?

You will receive a confirmation email shortly after placing your order.
We recommend checking your spam folder if needed.

Which payment methods are accepted?

We accept major credit cards and secure payment methods available at checkout.
All transactions are processed through encrypted systems.

Shipping

How long does delivery take?

Delivery times vary depending on destination. Estimated timing is displayed at checkout.

How can I track my order?

Once your order has been shipped, you will receive tracking details via email.

You can also monitor your order at any time directly from your account area.

Are duties and taxes included?

United Kingdom & non-EU countries: duties and taxes are calculated and displayed at checkout.
United States & Canada: duties and taxes are included in the final price.

Returns

How can I return an order placed before April 7?

If you need to return an order placed before April 7, please contact our support team directly. We will be happy to assist you personally: xacus@ecommerceonline.it

What is your return policy?

You have 30 days from delivery to request a return. Items must be unworn, unused, with all tags and original packaging. Once approved, you will receive a return label and instructions.
Returns without prior request will not be accepted.

How do I request a return for a recent order?

Returns can be requested directly from your Account Area.

Can I exchange an item?

Yes, it is possible to request a size exchange. By completing the return process in your account, you may select a different size for the same item.

When will I receive my refund?

Refunds are processed after inspection of returned items.
Timing depends on the payment method.