Terms and Conditions

1. Delivery Terms and Tracking

Deliveries are made Monday to Friday via courier, whose contact details will be provided to the Customer upon order fulfillment.
 The Customer will receive an email notification with shipping updates and the relevant tracking code to monitor the order status.

Delivery costs applicable to the Order will be indicated on the Website before final order confirmation and payment, and will depend on the chosen delivery method. Example:

  • InPost: 3.99€

  • GLS: 4.99€

Sample Lover offers free shipping for all orders over 150 € shipped within Italy.
 Exceptions: Some bulky, fragile, or items requiring special delivery services will not benefit from free shipping, regardless of the order amount. This detail will be specified in the product description at the time of order.

1.1. PRICES AND SHIPPING COSTS

1.1.1 For orders of goods and services on the site, the prices indicated on the respective item's detail page at the time of order apply. Prices include VAT and packaging. Gift wrapping has an additional cost not included in the standard packaging.

1.1.2 Shipping costs are charged separately for each order and are based on the price indicated on the product detail page. This depends, among other things, on size, weight, and the chosen shipping method. Applicable shipping costs will be indicated separately during the checkout process before submission and in the order confirmation email.


1.2. Condition of Delivered Product
 It is the Customer's responsibility to check the product's condition and report any discrepancies or damages to Sample Lover within 3 business days of receiving the order, by sending an email to info@samplelover.it.
 In case of obvious damage to the package, the Customer has the right to refuse delivery. If the package has been opened or damaged, it is advisable not to accept it and to report it immediately to Sample Lover.

1.3. Delivery Times and Delays
 Sample Lover undertakes to deliver orders within the times indicated before final order confirmation.
 Delivery times may vary depending on the time of year, such as during holidays.
 To avoid delays, it is important for the Customer to provide a complete and accurate delivery address (including street number, floor, access code, intercom, etc.). Sample Lover is not responsible for delays caused by force majeure events or errors in completing the delivery address.

1.4 Lost Package and Refunds
 In the event of a lost package, Sample Lover will initiate an investigation with the courier. If the package is found, it will be reshipped to the Customer.
 If the package is not found, Sample Lover will refund the full order amount within 30 days of the Customer's refund request.



2. Right of Withdrawal

Pursuant to Article 52 of the Italian Consumer Code (Law no. 206/2005), non-professional Customers have 14 days from receipt of the product to exercise their right of withdrawal without having to provide a reason for their decision.

2.1 How to Exercise the Right of Withdrawal

The Customer must inform Sample Lover of their decision to withdraw within 14 days of receiving the product. To do so, they can:

  • Contact customer service through the return platform (e.g., Rever, or another similar system). In this case, they will receive an automatic confirmation of receipt of the request.

  • Alternatively, send an explicit written declaration, indicating the intention to withdraw from the contract.

Sample Lover will send the Customer a confirmation of receipt of the withdrawal request.

Pursuant to Article 57 of the Italian Consumer Code, the Customer must return unused, unopened, or undamaged products within 14 days of communicating their decision to withdraw from the contract. Sample Lover will only process the refund after receiving the goods.

The refund will include the amount of the product paid by the Customer, but not any extra costs requested by the Customer. The refund will be made using the same payment method used by the Customer, unless otherwise agreed.

If payment was made via gift card or credit, the refund will be made using the same gift card.

2.2 Exclusions from the Right of Withdrawal

Pursuant to Article 59 of the Italian Consumer Code, the right of withdrawal does not apply to:

  • Customized or tailor-made goods;

  • Services

  • Goods opened after delivery that cannot be returned for hygienic or health reasons (e.g., underwear, cosmetics, etc.);

  • Goods that, by their nature, are mixed with other goods and cannot be separated (e.g., kit components);

  • Alcoholic beverages, the delivery of which is postponed beyond 30 days and subject to market fluctuations.

The consumer's liability for depreciation of the goods can only be invoked in the case of handling of the goods other than that necessary to establish their nature, characteristics, and functioning, as indicated in Article 57 of the Consumer Code.

After the 14-day period, the sale is final.

2.3 Conditions for Returning an Order under the Right of Withdrawal

The right of withdrawal is exercised without penalty.

Pursuant to Article 57 of the Consumer Code, the Customer must return the product to the professional or to a person designated by the latter without undue delay, and in any case within fourteen days of communicating their decision to withdraw. The return period may be extended if the professional offers to personally collect the goods.

Return costs are borne by the Customer, as established by Article 56, paragraph 2, of the Italian Consumer Code. If the Customer chooses a return method different from that offered by Sample Lover, the cost of the additional shipping charges will be deducted from the product refund.

Returned products must be unused, undamaged, clean, and ideally returned in their original packaging or well protected to avoid damage during transport.

2.4 Refund of Products Returned under the Right of Withdrawal

Sample Lover undertakes to refund the Customer the amounts paid. However, additional costs resulting from choosing a more expensive delivery method than the standard one offered by Sample Lover will not be refunded.

The refund will be made within fourteen (14) days of receiving the returned product or proof of shipment, using the same payment method used for the purchase, unless otherwise agreed with the Customer.

If the Customer does not comply with the conditions set out in these General Terms and Conditions, Sample Lover will not be able to proceed with the refund.


2.5 Right of Withdrawal – Fragile Products

For fragile products, returns are only possible with prior approval from our team and after sending photos of the original packaging, both internal and external, before shipment.

The product must be returned intact and properly packaged. In case of a return made with non-compliant or inadequate packaging, pursuant to Article 57 of the Consumer Code, Sample Lover reserves the right to withhold a portion of the refund, up to 50% of the product's value or via gift card, to cover damage resulting from incorrect handling or shipment.


2.6 Withdrawal and Discount Vouchers
Vouchers for first registration or new customers, received once upon registration on the Sample Lover website, can only be redeemed once per customer account.

Only one promotional voucher can be redeemed per order.
The promotional voucher is non-transferable, non-refundable, and cannot be redeemed again if goods or services paid for in whole or in part with the voucher are returned under the statutory right of withdrawal. If the product to be returned belongs to an order containing multiple items, the value of the voucher will be proportionally deducted from the total amount, and the corresponding sum will be refunded (refund of the product price minus the proportionally applied voucher part for that product).

The used voucher will lose its validity in relation to the value of the returned products.

We would like to emphasize that the risk of transport is borne by the customer when returning goods under the voluntary right of return. The voluntary right of return does not apply to the purchase of gift vouchers.

2. Missed Pickup Policy

Customers have 90 days from the purchase date to pick up their order via the pick-up service. If the pickup does not occur within this deadline, we will issue a gift card with a 20% penalty on the order value.

In the event of order cancellation after 90 days, the refund will be issued in the form of a gift card.

This policy is based on Article 1456 of the Italian Civil Code, which provides for contract termination due to non-performance, as well as Article 62 of Legislative Decree 206/2005 (Consumer Code), which regulates distance selling contracts and establishes the rights and duties of the consumer and the seller in case of non-performance.