Frequently asked questions
Here you'll find answers to the most common questions about orders, payments, shipping and returns.
Yes, no registration is needed: you order as a guest.
Credit and debit cards from the major circuits. Payment is handled securely by Stripe.
Delivery times and shipping costs depend on the destination: you'll find them on the product pages and at checkout, before payment.
Yes: write to us at info@alcanevon.com before ordering and we'll arrange the day and details of the pickup together.
You can withdraw from your purchase within 14 days of delivery, without giving any reason, even before the parcel arrives: use the “Withdraw from contract here” link at the bottom of every shop page or write to us at info@alcanevon.com. If you have already received the products, we will send you the return instructions: they must be sent back within 14 days of your withdrawal, and the return shipping costs are borne by you. We refund you within 14 days of your withdrawal using the same payment method; if you withdraw from the whole order, we also refund the delivery costs you paid. We may wait until we receive the products or proof that you have sent them. You are only liable for any loss in value caused by handling them beyond what is necessary to establish their nature and characteristics. If the parcel arrives damaged, write to us with a few photos: until delivery the goods travel at our risk. If you can, sign the courier's receipt “with reservation”: it helps us with the claim.
If you need an invoice, write to us at info@alcanevon.com before your order ships, with your order number and billing details (company or full name, VAT number or tax code, address).
All products in our shop are covered by the legal guarantee of conformity: we are liable for defects that existed at delivery and become apparent within 2 years. If a product does not conform, write to info@alcanevon.com with your order number: you are entitled to free repair or free replacement or, in some cases, a price reduction or full reimbursement. The official European Union notice is on the “Legal guarantee” page, linked at the bottom of every shop page.