FAQ - Frequently Asked Questions

1. Questions about the Returns

1.1. May I return a product?

Of course: please find the instructions at this link.

1.2. May I change a product I bought?

No, we do not organize product exchanges: the refund will be issued as soon as we receive the goods you returned. In the meantime you can place a new order and purchase one or more alternative products. This way the second order will leave our warehouse immediately and you will receive the new product in no time.

1.3. The product I received is defected: what should I do?

Send us an e-mail at support@oliunid.it and specify your order number, purchase date and the issue you have with it. Please also attach one or more pictures of the product. Our customer service will contact you soon.

1.4. I bought a product in one of your shops, may I send it back to you?

No, but you can come to one of our Oliunìd Shops with your receipt: we will gladly change your product with another one.

2. Questions about the Orders

2.1. What is the expected delivery time for my order?

We will ship as soon as all the products you ordered are in stock. Please find all the information you need about shipping costs and delivery time at this link. We manage orders until 5.30 pm, CET: if you place your order later we will see it on the next work day. 

2.2. I paid my order via PayPal but I did not get my confirmation: what may I do?

Once the PayPal pop-up window appears and you confirm your payment you need to get back and conclude your order on our website by clicking on Place Order, bottom right of the page. If this operation is not fulfilled your order is not to be considered complete and will not be taken care of in our system.

2.3. May I add products to my order?

Yes, and you have two options:

1. place a new order. Shipment is always free in Italy and it is free of charge over 100 € in the European Union. Please find information about the shipment costs outside the EU at this page.
2. send us an e-mail message at support@oliunid.it where you ask for the order cancellation. If it has not been readied yet we can refund you the total amount, so you can place a new order and get the products you need.

2.4. May I cancel my order?

Please do contact us immediately at support@oliunid.it and specify your order number: if your shipment has not been readied yet we can cancel it wholly or partially.

If you already paid by credit card or PayPal we will refund you immediately on the same account.

If you paid by bank transfer you will need to communicate to us your order number, a valid IBAN and account holder where we can refund the amount.

If you placed your order but you still have not paid, do not pay! It will be enough for you to request the cancellation of the order.

If you chose to pay cash on delivery we may cancel your order wholly and not partially (of course you can place a new order immediately).

2.5. I live outside the European Union: is it possible for me to place an order on Oliunìd?

Yes, we do ship outside the EU. Please find all the information about shipping costs and time at this link.

2.6. Some of the products I need are not available: may I be given notice when they are available again?

You can subscribe with your e-mail address on the product page: this way, we will give you notice when the product is available again. If you need a specific product (a rope of a certain length, a specific size and color for a pair of pants), please write us at support@oliunid.it: we will give you notice when it is available again.

2.7. I would like to buy a product, but I can not find it on your catalog: what should I do?

Send us an e-mail message at support@oliunid.it where you specify which product you need. We will let you know whether we can get it for you, when and at which price. We are always eager to find out new products!

2.8. Are the prices I see on your website net or gross?

The price you see are gross. This means that if you are outside the EU the price for each product will sink by 22% (it will update when you are checking out).

2.9. Are there any special offers for my orders on Oliunìd?

Sure! You can find our Quantity Discounts at this page.

3. Questions about the shipments

3.1. How much does my shipment cost?

Please find at this page the information about the shipping cost and expected delivery date for an order on Oliunìd.

3.2. I placed my order but did not get my tracking code, how come?

The tracking code will be sent as soon as the shipment leaves our warehouse. If you have not received it yet it means that we have not sent the goods yet, probably because we are still waiting for some of the products from our supplier.

3.3. Why does not my tracking code work?

The tracking code activates around 8:00 pm, after the shipment has left. Please try again later. Should it still not be working on the next day please contact us at support@oliunid.it.

3.4. I gave the wrong address for my order: may I update it?

Please do contact us immediately at support@oliunid.it: if the shipment has not left yet we can change the address. Should the package be already on its way, we ca not change it.

3.5. What happens if the courier can not deliver my package?

There are two scenarios:

1. delivery by GLS. Please go to the GLS seat closest to you with your tracking number: you can pick up your parcel there. Otherwise Oliunìd will contact the seat in order to release the parcel and have it delivered again. Please note that an undelivered parcel is a cost for us: please be very careful when you communicate the delivery address and and be there when the delivery is due.
2. delivery by UPS. If the courier can not deliver your parcel it will remain at the closest Access Point, without extra charges, for ten days. You can pick it up right there.

3.6. May I have my parcel delivered to a post office?

No, but you can have it delivered to a GLS seat or to a GLS Shop if you are in Italy. Please fill in your name and surname and the address of the GLS seat or Shop that you are interested in, while completing your order. Please find all the GLS seats and shops at this link.

4. Questions about the payments

4.1. Which payment methods do you accept?

For orders to be delivered in Italy we accept payments by credit cards, PayPal, bank transfer and cash on delivery (with a 5 € surcharge).

For orders to be delivered outside Italy we accept payments by credit cards, PayPal and bank transfer.

Please note that if you chose to pay by money transfer we will only start to  process your order when the money lands on our account: this might take a couple of days.

4.2. I need an invoice for my order on Oliunìd: is this possible?

Certo:

1. per ordini dall'Italia nella pagina "Informazioni sulla fatturazione" durante il checkout ti basta spuntare la dicitura "Vuoi la fattura?" Ti spediremo via mail la fattura come file .pdf all'inizio del mese successivo a quello in cui hai fatto l'ordine (non troverai la fattura nel pacco). Per esempio, se hai fatto l'ordine il 23 aprile, la fattura ti arriverà nei primi giorni di maggio. Per la fatturazione elettronica è necessario inviarci SDI o PEC a support@oliunid.it una volta eseguito l'acquisto
2. per ordini dall'Unione Europea contattaci prima di fare l'ordine a support@oliunid.it
3. gli ordini da fuori UE sono sempre fatturati

4.3. Ho fatto l'ordine come privato ma vorrei fattura: è possibile?

E' possibile se siamo ancora nel mese in cui è stato fatto l'ordine. Esempio, se hai fatto l'ordine il 29 maggio hai tempo fino al 31 maggio per richiedere fattura. Per averla contattaci a support@oliunid.it specificando il tuo numero d'ordine e i dati che ci servono per intestarti la fattura.

4.4. Quali sono le vostre coordinate bancarie? 

Eccole di seguito.

IBAN: IT09 S010 0511 8000 0000 0007 654

SWIFT CODE: BNLIITRR

Indirizzo della Banca: Corso Andrea Palladio, 45 Vicenza 36100 (VI)

4.5. Una volta fatto il pagamento tramite bonifico devo inviarvi una ricevuta?

No, non serve inviare alcuna ricevuta dell'avvenuto bonifico.

5. Domande sui negozi fisici Oliunìd Shop

5.1. Quali sono indirizzi ed orari di apertura dei negozi Oliunìd Shop?

Puoi trovare le informazioni su tutti i nostri punti vendita a questo link.

5.2. Are the same prices I see online valid in the shops as well?

Yes, the prices are the same, including the quantity discounts.

6. Domande sul mio account

6.1. Mi sono iscritto come utente su Oliunìd, posso variare le impostazioni?

Cliccando su "Il mio account" in alto a destra in qualsiasi pagina del nostro sito puoi accedere alla tua area privata: lì puoi ottenere tutte le informazioni relative al tuo account e variare le impostazioni su indirizzi, pagamenti e tutto il resto come meglio preferisci.

Nota bene: variare le impostazioni dell'account non comporterà alcuna variazione a eventuali ordini già fatti. 

 

Oliunìd - All you Need for Climbing  

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