Faq

Hi! How can we help you? In this section you can find the answer to your questions.

Should you not find the answers to your questions in this section, you can always contact our customer service at help@ilgufo.com or call +39 0419690880.
Customer service is available Monday to Friday, 9 to 1pm and 2.30pm to 6pm

ORDERS

How do I place an order?

Choose your favourite products, selecting the colour and size, and add them to your cart. Check your cart to make sure you have added only the items you want to purchase. If you want, you can still change quantities, delete or add some items. Go to "Proceed to checkout" or "View cart"; you can access your reserved area if you have registered on our site or continue as a Guest. Now fill in the form with your delivery address and payment method. If you have a promocode, you can add it now: you will find an appropriate field in your shopping cart or directly at check-out. Before confirming your payment, if you would like to request an invoice, please note that you must check the invoice request box and enter all the data in the appropriate fields. Now you can confirm your order: if the order has been registered correctly, a confirmation message will appear with the order number. After a few minutes, you will receive an e-mail at the address you provided when placing your order. If you do not see it, please also check your Spam folder. Once the order has been confirmed, you will have the possibility to check it in your Reserved Area or on the Guest Page.

How to choose the correct size?

To find the correct size and get more information about the fit of our articles, go to the following Size Guide

Can I modify my order? Can I add/remove an article?

It is not possible to modify your order. However, it is possible to completely cancel an order while it is still being processed. To check whether it is still possible to cancel your order, please contact our Customer Care.

What can I do if an article is out of stock?

Should the product you are interested in be "sold-out", we suggest that you leave your e-mail address in the box on the product page, so that you can be informed promptly by e-mail should the product become available again. Alternatively, check our " Store Locator " section to find out our nearest retailers.

Can I place an order by phone?

Yes, you can place an order by phone by contacting our customer service at +39 0419690880 Monday to Friday, 9am to 1pm and 2.30 pm to 6pm

Where should I enter the promotional code?

To be able to use your promocode, place the products in the shopping cart and go to checkout. At this point, you will find a field where you can enter your promocode. Please note that the promotional code field is not a mandatory field.

Can multiple promotional codes be entered?

No, only one promotional code can be entered per order

Why doesn't my promotional code work?

Please check that your code has been entered correctly, without spaces. Please also note that promotional codes may not be combined with other online promotions and therefore cannot be used at checkout. If the problem persists, please contact our customer service.

Is it possible to add a promotional code after finalising an order?

It is not possible to add a promotional code after the order has been finalised. If the order is still being processed, it is possible to cancel and confirm a new order. To check whether it is still possible to cancel your order, please contact our customer service.

Can an order be cancelled?

It is only possible to cancel the order if our logistics has not yet processed it. To check whether it is still possible to cancel your order, please contact our customer service department

What is the status of my order?

You can check the status of your order directly from your account or from the dedicated section if you ordered as a non-registered customer:.
Order cancelled: your order has been cancelled
Order in process: order being registered
Order pending: order waiting for payment to be received
Order under investigation: payment is being checked
Order in progress: the order is being prepared at our warehouse
Order shipped: the order has been collected by the courier and is in transit to its destination
Order refunded: refund of the order placed

PAYMENT

Which payment methods are accepted?

It is possible to choose between the following payment methods
CREDIT CARD
Once the type of card has been selected, it is necessary to enter the full credit or prepaid card number without spaces, the expiry date, the security code (CVV/CVC) on the back of the card, and the first and last name of the cardholder. The credit or debit cards accepted are Visa, Visa Electron, CartaSi, PostePay, Mastercard and American Express. The order amount will be blocked on the card and debited only when the order is invoiced. In case of total or partial cancellation of the order, the blocked amount will be automatically released. Release times may vary depending on the credit institution issuing the card used.

PAYPAL

You must access your PayPal account to proceed with payment and validate the shipping address. Depending on your choice, the amount will be debited from the credit card linked to your PayPal account or directly from your account balance.

BANK TRANSFER
In case of purchase by bank transfer, the bank details for payment will be provided with the order confirmation. The goods will only be shipped upon actual receipt of payment in the bank.

KLARNA
Find more information about the deferred payment option and how to use it onlinehere.

AMAZON PAY
Amazon Pay is a service that allows you to use the payment methods already associated with your Amazon account to pay for your products online

What is the EU PSD2 Directive?

From 28 December 2020, online payments are even more secure thanks to the new European PSD2 regulation introducing new authentication rules. From now on, when you place an order using a card payment, your bank may ask you to confirm your identity using 3D Secure authentication. There are many ways to authenticate online payments and you may be asked to confirm your identity via SMS, email or TouchID. We recommend contacting your bank to ensure they have your correct contact details in case you are asked to use SMS or email for 3D Secure authentication. If you have any questions, please contact our Customer Care.

What can I do if payment is refused?

After entering your credit card details and confirming your order, your bank is asked to validate the payment to obtain authorisation to proceed. If payment is refused, please contact your bank directly. For any other needs, please contact our Customer Service.

REGISTRATION - ACCOUNT

Is it necessary to create an account?

To complete an order, please note that it is not mandatory to have an account. You can choose between two options:
- Create an account, if you do not already have one. Having an account allows you to store your shipping details, view your order history and the chance to track an order and register a return yourself.
- Place your order as a guest without creating an account

How can I create my account?

To create your personal account, simply click on the dedicated image at the top right of the homepage, click on register, and enter the required data. Having an account allows you to store your shipping details, view your order history and the chance to track an order and register a return yourself.

What do I do if I have forgotten my password?

If you have forgotten your account password, use the "Forgotten your password?" function. The system will then send an automatic e-mail with a link to your registered e-mail address. By clicking on this link, you will be able to create a new password. Should you have any difficulties or doubts, please do not hesitate to contact Customer Services.

What do I have to do to delete my account?

If you wish to cancel your account, you can send your request by writing to our customer service: help@ilgufo.com

SHIPPING/DELIVERY

Where do you ship products?

You can find the list of shipping countries by clicking the appropriate link at the top left. Before placing your order, please make sure that you have selected the correct storeview. If a destination country does not appear in the list, it means that it is currently not possible to place an order with shipping to that specific country. Please consult our "Store Locator" section, where you can find all the Il Gufo shops in your area and all contact information.

When will my order be shipped?

Your order will be prepared by our warehouse in 1-2 working days and will be handed over to the courier. Please be aware that external factors such as postal or courier delays, logistical problems, adverse weather conditions or the inability to access the given address may affect the punctuality of delivery. Once the order has been placed, it will no longer be possible to change the shipping address.

Where is my order, how can I track it?

Once your order has been shipped, you will receive a confirmation e-mail containing a tracking number and courier information, which you can use to track your package.

I checked the status of the shipment and found some problems. What should I do?

If you experience any problems with the shipment of your order, please get in touch with our Customer Care team as soon as possible so that we can carry out the necessary checks. If the tracking information indicates that your order has been delivered but you have not yet received it, please contact our Customer Care within a maximum of 2 days after the supposed delivery of your package so that we can check with the courier company the status of your shipment.

What happens if I am not at home at the time of delivery?

In the event of non-delivery, the courier leaves a notice on the intercom/mailbox, notifying the recipient of the delivery. A second passage is automatically rescheduled the next day. If the addressee is still absent, the consignment is held at the local branch for 3 working days. If there is no collection within this time, the parcel is automatically returned to the warehouse.

What should I do if I have entered an incorrect delivery address?

If you experience any problems, please contact our Customer Service at help@ilgufo.com or +39 0419690880

What should I do if I receive a damaged parcel or if some items are missing?

In the event of damage to the packaging or if the tracking number does not correspond to your order, immediately notify the courier upon delivery, indicating the nature of the problem on the delivery note, which must be returned to the courier (delivery signed subject to control). Any problems with the physical integrity, correspondence or completeness of the items received must be reported immediately to our Customer Service by sending an email to help@ilgufo.com, also giving some picture of the parcel received. In case of damaged items, please forward to our Customer Care some photos showing the problem, specifying the order number and code (sku) of the item concerned.

RETURN AND REFUND

I wish to return one or more products from my order, how can I do so?

You may return a product within 14 days from the date of delivery. The goods must be returned undamaged, complete with all parts and in their original packaging (including packaging materials and any documentation, labels, tags, or seals, etc.). Your item must be kept or used only for the time strictly necessary to establish and verify its nature, characteristics and size and must not show signs of wear, tears or stains. If you have completed the order from your account, you can request the return directly from your reserved area. section 'orders'. If you do not have an account, you can view your order and open a return request at the following link Once your package has been received and the quality checks have been completed, our Customer Care will send you a refund authorisation. This process may take a few days, depending on the workload of the warehouse. Refund: Once your return has been accepted, we will notify you by email and complete the refund within 14 days, to the same payment method used to place the order.

Is it possible to request a return for a size change?

Size exchange is currently not offered. If the item is too big or too small, you can request a return and refund. You can then freely decide whether to place a new order for the desired product, in the correct size, or for a different item.

Is the return free?

For EU countries: Please note that the return shipping costs will be borne exclusively by the customer, unless the amount of the order does not exceed 250€: in that case the return is free of charge. By using our shipping label (Easy Return), you will deduct any return cost from your refund. The cost is the same as for the shipment of the order.

Is the return free?

For non-EU countries: Please note that the return shipping costs will be borne by the customer, while any customs fees will be charged to Filoblu spa. By using our shipping label (Easy Return), the cost of the return will be deducted from your refund. The cost is the same as for the shipment of the order.

I received a faulty or wrong product, can I return it?

To submit your request for return due to a fault, promptly contact our Customer Service by e-mail at help@ilgufo.com or at +39 0419690880, indicating what has happened. You will be asked for the order number and some photos of the product, where the faulty item is clearly visible. In case of a faulty item, you will also be asked for photos of the labels/barcodes.

Is it possible to exchange a product purchased online directly in shops?

No, it is not possible to return a product purchased online from a shop.

When will I receive my refund?

The refund will be issued on the same payment method used to make the purchase within 14 days after your return to our warehouse. Our Customer Care will notify you of the return and the successful quality control as soon as it is completed.

GENERAL INFO

Where can I find all current offers and promotions?

To stay up-to-date on all active promotions, please subscribe to our newsletter or visit our home page

How can I find the nearest shop to me?

Visit our Store locator. Simply enter the name of the city, province or postal code you are interested in to view the Il Gufo shops nearest to you. You can contact them, or visit them in person, to check the availability of the product you are looking for.

GIFT CARD

What is a Gift Card?
A Gift Card is an online voucher that you can purchase and give to someone you care about.
Gift Cards are sent digitally to the email address of the gift recipient (provided during purchase) and can be used as a payment method on our official online store, until credit has been used up.

How can I purchase a Gift Card?
You can purchase your Gift Card online directly from this link Link.
Select a gift card depending on the amount you want to give; enter your personal details, along with those of the person receiving the gift card and complete the order.

What amount can I select?
You can purchase your Gift Card online directly from this link Link.
Select a gift card depending on the amount you want to give.

Do I have to activate my e-Gift Card after purchase?
No: once received, the recipient will be able to use their gift card immediately.

How do I place an order online with a gift card?
Enter the code from your Gift Card in the field provided at check out.
If your purchase exceeds the Gift Card balance, you can combine it with any other available payment method.
Please note that only one Gift Card can be used per order.

Do I have to spend the full amount of the Gift Card in a single transaction?
No, you do not have to spend the full amount of the Gift Card. The remaining credit stays as a balance on the card for you to spend on a future purchase.

Can I use the Gift card in a store?
Gift cards can only be used on our official online store Il Gufo and are not spendable in shops.

How can I check the balance of my Gift card?
You can check the balance of your gift card by contacting our Customer Service at +39 041 9690880 or help@ilgufo.com

or Customer service is available Monday to Friday, 9 to 1pm and 2.30pm to 6pm

How long is my Gift Card valid?
The validity of the Gift Card is 12 months. The expiry date is also specified in the email you received.
If the gift card credit is not spent by the expiry date, it will not be refunded, in accordance with the regulations.
For more information, please contact our customer service.

Can Gift Card-purchases be refunded?
Refunds relating to a return of items purchased with a Gift Card will be made by issuing a parvalue promocode to be spent in our digital store.

Faq