FAQ
Orders, account and registration
On this page, we have collected answers to the questions our customers ask most frequently regarding purchases, products, payments, shipping, deliveries, and returns. If you cannot find what you are looking for, our customer service team is always at your disposal at support@pazzodesign.it.
Table of Contents
Is it necessary to register on the site to make a purchase?
Is it necessary to register on the site to make a purchase?
No, it is not necessary: you can also complete a purchase without creating an account. However, we recommend registering, as this will give you access to a private area where you can easily track your order status and view your purchase history.
If you prefer to purchase by entering your details without creating an account, you will not be able to access the private area, but you will still receive all order and shipping updates via email.
How can I check the status of my order?
How can I check the status of my order?
If you registered, you can check the status of your order at any time by logging into your personal area on the website. In addition, once the goods have been shipped, you will be able to track the delivery progress using the tracking number that we will send you.
If you purchased as a guest, you will receive the same updates directly via email.
I have already placed the order: can I modify it?
I have already placed the order: can I modify it?
Yes, if the order has not yet been prepared for shipment. Contact us as soon as possible at support@pazzodesign.it, providing your order number and the change you wish to make (e.g., product, quantity, or delivery details). We will do our best to update it before it leaves the warehouse.
If the order has already been shipped, it will no longer be possible to modify it.
Can I cancel a purchase order?
Can I cancel a purchase order?
Yes. To cancel an order, you must contact us as soon as possible at support@pazzodesign.it. If you have already paid, the full amount spent will be credited back to you.
If, however, the order has already left our warehouse, a partial refund will be issued, deducting the shipping costs.
I made a mistake when writing the delivery address: what should I do?
I made a mistake when writing the delivery address: what should I do?
If the delivery address is incorrect, please let us know as soon as possible and within one hour of order confirmation by replying to the confirmation email you received.
If you do not notify us within this timeframe, you will need to contact the courier yourself to change the destination. Please note that a change of address may delay the order's delivery time.
I entered incorrect billing information: can I correct them?
I entered incorrect billing information: can I correct them?
Yes, if you contact us promptly. Email us at support@pazzodesign.it including your order number and the correct details. We ask that you report any invoicing errors before the invoice is issued, so that we can address it to the correct recipient.
Products, materials and catalog
What material are the products you sell made of?
What material are the products you sell made of?
For further details, you can consult the individual product sheets in the complete catalog on our website.
How can I see the products you sell?
How can I see the products you sell?
We sell exclusively online: this allows us to always guarantee you an excellent price. All products for sale are published on our website www.pazzodesign.it, where you can find the complete catalog, continuously updated with the new items we offer.
Do the colors and finishes I see on screen correspond to the actual ones?
Do the colors and finishes I see on screen correspond to the actual ones?
We strive to reproduce the colors and finishes in our images as faithfully as possible. However, color rendering may vary slightly depending on the screen and settings of the device you are using, so minor differences compared to the actual product are possible.
If you have any doubts about a specific shade or finish before purchasing, please write to us at support@pazzodesign.it: we will be happy to provide you with further details.
Do you offer customizations in terms of sizes, colors, or finishes?
Do you offer customizations in terms of sizes, colors, or finishes?
Our products are offered in the sizes, colors, and finishes indicated in their respective datasheets on the website. For special requests, you can still contact us at support@pazzodesign.it: we will evaluate together if it is possible to meet your needs.
Are the products covered by a warranty?
Are the products covered by a warranty?
Yes. All products are covered by the 24-month legal warranty of conformity from the date of delivery, as provided for by European and Italian consumer protection legislation. The warranty covers any defects in conformity or manufacturing.
Damage resulting from drops, impacts, improper use or use not in accordance with the intended purpose, poor maintenance, or normal wear and tear is excluded. To activate the warranty, you must keep the proof of purchase (invoice or receipt). In case of a defect, contact us at support@pazzodesign.it, describing the problem and attaching some photos.
Do the products arrive assembled or is assembly required?
Do the products arrive assembled or is assembly required?
Our products are shipped disassembled and packaged to ensure safe transport. Inside the package, you will find all the components and instructions for simple assembly.
If you encounter any difficulties during assembly or notice that a component is missing, write to us at support@pazzodesign.it: we will help you resolve it.
The price of a product I wanted to buy has changed: why?
The price of a product I wanted to buy has changed: why?
Product prices may vary over time based on promotions, availability, and the cost of production or raw materials. The valid price is always the one indicated on the site at the time you complete your order.
Payments and Invoicing
Which payment methods do you accept?
Which payment methods do you accept?
You can pay simply and securely using the main methods available at checkout, including credit/debit card, PayPal, and bank transfer. During the payment process, you will see all active options and can choose the one you prefer.
Are payments made on the site secure?
Are payments made on the site secure?
Yes. Transactions take place via a secure connection and payment data is handled by payment networks and providers in an encrypted and secure manner. Pazzo Design does not store your full card details.
Can I receive the invoice for my purchase?
Can I receive the invoice for my purchase?
Yes. If you need an invoice, please enter your billing details (including your VAT number or tax code, if necessary) during the order process or provide them by emailing us at support@pazzodesign.it. We ask that you make your request before the invoice is issued, so that we can correctly address the document.
Do the product prices also include shipping?
Do the product prices also include shipping?
Yes. Shipping throughout Italy is always free: the price you see on the site is what you pay, with no extra delivery costs added at checkout. If you prefer, you can also choose free pickup at our office in Lendinara (RO) when making payment.
I have a discount code: how do I use it?
I have a discount code: how do I use it?
If you have a discount code or voucher, you can enter it in the designated field during checkout before confirming payment: the amount will be automatically deducted from your total. Please note that, unless otherwise stated, discount codes cannot be combined on the same order.
Shipping and delivery
When do deliveries take place?
When do deliveries take place?
Deliveries are made from Monday to Friday, generally between 8 am and 6 pm, to the address provided in the order. The courier will send you an SMS to notify you of the product's dispatch and a second SMS to inform you of its arrival at the destination.
We recommend that you check that the phone number entered in your account is correct, so that you receive all notifications.
What are the delivery times?
What are the delivery times?
Delivery times depend on product availability and the destination area. The estimated timeframe is indicated on the product page and in the order summary. Once the goods have been handed over to the courier, you will receive a tracking code to follow the shipment until delivery.
Which areas do you ship to?
Which areas do you ship to?
We ship throughout the national territory. For certain specific or hard-to-reach locations, delivery times may be longer; in these cases, you will see an indication at checkout, or we will contact you to confirm the details.
How can I track my shipment?
How can I track my shipment?
When the order is handed over to the courier, we will send you a tracking code (via email and/or SMS) with which you can follow the delivery status in real time. If you have registered, you can also find shipping information in your personal area.
Can I pick up the product directly at your location?
Can I pick up the product directly at your location?
Yes. You can choose to pick up your order at our location, which is free of charge, as an alternative to shipping. This option can be selected when adding the product to your cart and during the checkout process. We will notify you when your order is ready for pickup.
What happens if I am not present for the delivery?
What happens if I am not present for the delivery?
If the courier does not find you at the indicated address, they will make a second delivery attempt. If the second attempt is also unsuccessful, the product will be held in storage.
The goods will remain at your disposal for 10 days at the nearest courier depot; after this period, the order will be cancelled. In this case, the products will be returned to Pazzo Design Srls and you will receive a partial refund, minus shipping and storage costs, which remain the responsibility of the customer.
Damaged goods and order issues
Do I need to check the goods upon delivery?
Do I need to check the goods upon delivery?
Yes, we recommend that you always check the integrity of the package upon delivery. If you notice that the packaging is visibly damaged, you can accept the goods with a reservation (by signing “accepted subject to inspection”) or report it to us immediately.
We invite you, however, to check the contents even if you do not assemble the product immediately, so that you can report any issues to us promptly.
If the item arrives damaged or missing parts, how should I proceed?
If the item arrives damaged or missing parts, how should I proceed?
When you receive the item, always check that it is intact, even if you do not assemble it immediately. In case of damage or missing parts, please notify us as soon as possible by writing to support@pazzodesign.it.
We ask that you include your name, order number, and photos of the damage or the missing component. This way, we will take charge of the issue and resolve it as quickly as possible.
Right of withdrawal, returns and refunds
How can I exercise my right of withdrawal and return the purchased products?
How can I exercise my right of withdrawal and return the purchased products?
As provided by law, you may return the ordered item without any penalty and without having to provide any reason. The right of withdrawal must be exercised within 14 (fourteen) days of receiving the products.
The right must be exercised, under penalty of forfeiture, by sending a registered letter with return receipt to: Pazzo Design Srls, via Polesana per Rovigo 35 – 45026 Lendinara (Rovigo). The return of the product must be authorized in advance by Pazzo Design Srls Customer Service via email.
The goods must be returned intact in their original packaging, in perfect condition and sealed, free from any type of wear and unused. The cost of organizing the return is borne by the consumer: Pazzo Design Srls, which will organize the return, will communicate the cost to the customer, which will be deducted during the refund process.
To arrange for the collection of the item, please send these details to the address support@pazzodesign.it: the order number and your preferred day for collection (from Monday to Friday).
How much does it cost to make a return?
How much does it cost to make a return?
In the event of a withdrawal (return of a product you no longer wish to keep), the cost of organizing the return is borne by the customer. Pazzo Design Srls will inform you of the amount, which will be deducted during the refund process.
The situation is different if the product is defective or non-compliant: in that case, the return and the replacement or repair will be carried out at no cost to you.
How and when does the refund take place?
How and when does the refund take place?
The refund is processed as quickly as possible and in any case within a maximum of 10 (ten) days from receipt of the returned products, after verifying their integrity.
In the event of withdrawal, Pazzo Design Srls will partially refund the price of the products, net of the shipping costs incurred to organize the return. The refund is generally credited using the same payment method used for the purchase.
Support and contacts
How can I contact customer service?
How can I contact customer service?
Our team is at your disposal for any questions regarding products, orders, shipping, and returns. You can write to us at the email address support@pazzodesign.it, always including your order number (if available) to help us process your request more quickly.
You can find all information and the updated catalog on our website www.pazzodesign.it.
