FAQ

NEED HELP?

We are at your disposal with a tailored customer care service. For any information on your online purchases you may need, please visit our FAQ section.

What is the status of my order?

You can check the status of your order directly from your account: - In progress: the order is still being prepared at our warehouse;
- Shipped: the order has been picked up by the courier and is in transit to its destination;
- Cancelled: the order has been cancelled.
If you checked out as a guest, please contact Customer Service.



Can I cancel an order?

You can cancel an order before it is shipped by contacting Customer Care directly. Once the order has been cancelled, a refund will be issued.



Can I amend an order?

It is not possible to amend an order. However, you can fully cancel an order provided it is still in progress. (See 'Can I cancel an order?') You can check if it is still possible to cancel your order and request cancellation by contacting Customer Service.



Can I add/remove an item?

It is not possible to amend an order. However, you can fully cancel an order provided it is still in progress. (See 'Can I cancel an order?') You can check if it is still possible to cancel your order and request cancellation by contacting Customer Service.

Where is my order?

Once your order has been shipped, you will receive a confirmation email with all the details and the tracking number, which you can use to monitor the shipment.



When will my order be shipped?

Your order will be prepared at our warehouse within 1-2 working days and delivered to the courier. The specified shipping times are 1-2 working days for Italy and 3-4 working days for European Union countries; this applies from the point at which the order is handed over to the courier. Please bear in mind that on-time delivery may be affected by external factors such as postal delays, customs checks for couriers (for shipping to countries outside the European Union), logistical problems, adverse weather conditions, and the inability to access the address provided.



I have checked the status of my shipment and found that there is a problem. What should I do?

If you have encountered issues with your order shipment, contact our Customer Care as soon as possible so that we can carry out the necessary checks. If your order is showing as delivered but you have not received it, contact Customer Care within a maximum of 2 days after the supposed delivery date so that we can follow up as necessary with our couriers. Please note that the process of investigating these issues with our couriers can take up to 8 weeks.



I have checked the status of my shipment and found that the tracking number is incorrect. What should I do?

If you have received an incorrect tracking number for your order shipment, please contact our Customer Care so that we can provide the correct number.

Which payment methods do you accept?

You can choose between the following payment methods:

CREDIT CARD
Once you have selected the type of card, enter the full number of the credit card or prepaid card (without spaces), the expiry date, the security code (CVV/CVC) on the back of the card, and the name and surname of the cardholder.
We accept the following credit/debit cards: Visa, Visa Electron, CartaSi, PostePay, Mastercard and American Express.
A hold will be placed on the card for the order amount; this will only be charged when the order is invoiced. If the order is fully or partially cancelled, the hold will be released automatically. The time taken to release the hold may vary depending on the credit institution that issued the card.

PAYPAL
You must log in to your PayPal account to proceed with the payment and validate the shipping address. The order amount will be charged to the credit card linked to the PayPal account or taken directly from the account balance, depending on the customer's choice.

CASH ON DELIVERY
For shipments to Italy, it is also possible to pay for the order with cash on delivery. Payment must be made exclusively with cash upon delivery of the purchased products. If paying cash on delivery, there is an additional charge of €6.50 for the customer to cover collection costs. Customers can only pay cash on delivery for purchases of less than €999.00 BANK TRANSFER If purchasing by bank transfer, the account details for the payment will be provided along with the order confirmation. The goods will be shipped only after payment is received by the bank. GOOGLE PAY is a quick and easy way to pay on websites, in apps and in stores using the cards saved to your Google account. Google Pay protects your data and your card information during the payment process.

APPLE PAY is the payment method that allows you to make online payments using your Apple devices.

GOOGLE PAY is a service that allows you to use the payment methods already linked to your Google account to pay for your products online.

PAYMENT WITH 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.



How can I pay by bank transfer?

If you intend to pay by bank transfer, the account details for the payment will be provided along with the order confirmation. These details include the payment description, which consists of a string of numbers that must be indicated with no modifications or additions in the bank transfer description. The goods will be shipped only after payment is received by the bank.



Will I have to pay customs fees?

Any import customs charges will be payable by the recipient. We therefore recommend that you contact your country's customs authorities in advance to check the costs and any import limits.

How can I request to return a product?

You can return a product within 14 calendar days of delivery. If you are a registered user, sign in to your Customer Area. If you made the purchase without registering on the site, go to the section Sign in/Not registered/View Orders. If necessary, contact Customer Care to initiate the returns process. The goods must be returned intact, complete with all parts and in the original packaging (envelopes and boxes), kept and potentially used only for the time strictly necessary to ascertain and verify their nature, characteristics and size per reasonable diligence, without any signs of wear or dirtiness.



Are returns free?

Returns are free if there are manufacturing defects or if an error is made in sending the items.
In all other cases, returns are charged to the customer, who will be asked to send the products to ESSEDI Spa at their expense within 14 (fourteen) days of cancellation, subject to the return request being authorised by our Customer Care. The choice of courier is entirely at your discretion, including Poste Italiane.



How does the returns process work?

Return request:
Returns process for registered users:
1. Sign in to your customer area here.
2. Go to the 'My orders' section and view the order for which you would like to request a return. Click on the Return tab and fill in the form with the details of the items to be returned, then submit the request.

Returns process for unregistered users:
1. Go to the page here.
2. Fill in the form with the order number (do not include the # symbol), your surname and your email address.
3. Fill in the form with the details of the items to be returned and submit the request.

In both cases, you will receive an email confirming that your request has been accepted. You will then receive a second email from our Customer Care (within 2 working days) with the return authorisation and the corresponding instructions. Make sure you check your spam folder.
This email does not contain the label; it simply needs to be printed and placed inside the parcel.
Returns are free if there are manufacturing defects or if an error is made in sending the items.
In all other cases, returns are charged to the customer, who will be asked to send the products to ESSEDI Spa at their expense within 14 (fourteen) days of cancellation, subject to the return request being authorised by our Customer Care. The choice of courier is entirely at your discretion, including Poste Italiane.
For free returns, you will receive a separate email from our Customer Care with the prepaid label, which we ask you to attach to the outside of the parcel. For paid returns:
1. Choose your trusted courier.
2. Send the parcel to the address indicated in the confirmation email.

Once the parcel has been received and the quality checks have been carried out, Customer Care will inform you that the refund has been authorised.
Depending on the warehouse workload, this could take a few days.

Reimbursement:
Once the return has been accepted, we will send you an email notification, and the refund will be issued within 14 days via the payment method used to confirm the order. If you paid cash on delivery, you will be asked to provide an IBAN via email so that your refund can be issued by bank transfer.



My product is faulty. What should I do?

To submit a faulty goods return request, please contact our Customer Service. You will be asked to provide some photos of the product in which the fault is clearly visible.



When will I be refunded?

If the condition of the returned product meets the requirements, you will receive a notification from our Customer Care and you will be refunded within the following 14 days to the same payment method used to place the order. If you paid cash on delivery, you will be asked to provide an IBAN via email so that your refund can be issued by bank transfer.

Newsletter

Subscribe to the Antony Morato newsletter to stay up to date, be the first to find out what's new, and ensure you don't miss our promotions! Subscribing couldn't be simpler: just browse to the relevant section and enter the required info. If you want to unsubscribe, you can do so directly from the last newsletter you received, from the Newsletter section of our site, or from your account. If you have any issues or questions, don't hesitate to contact Customer Service.



How do I get my welcome discount?

When you subscribe to our newsletter, you'll receive a welcome email with a promo code entitling you to a 10% discount that you can use on your first purchase. The promo code cannot be combined with other ongoing promotions.



When can I apply the welcome discount?

The welcome discount does not expire, so it can be used on your first order or on a subsequent order. It can be used on all items in the current collection. Items from the permanent collection and sale items are excluded. The promo code cannot be combined with other ongoing promotions.



Account

Signing up for a personal account allows you to save your shipping details, view your order history, track orders, and enter return details yourself. Creating an account couldn't be simpler: click on the icon in the top right and enter the required info. If you have forgotten your account password, follow the 'Forgot Your Password?' link. Our system will send an automated email to the registered email address containing a link. By clicking on this link, you can create a new login password. If you would like to delete your account, please contact Customer Service.



Where do I add the discount?

To use your promo code, add the items to your basket and go to checkout. On the right of the page, below the basket summary, you will find a box where you can enter your promo code.



Is it possible to add a promo code after placing an order?

It is not possible to add a promo code once the order has been finalised. If the order is still in progress, you can cancel it and place a new order.



How can I contact Customer Service?

If you would like more information regarding your online purchases, such as order status, shipping times, the returns process or any other questions, please do not hesitate to contact us by filling in the form below, by calling us on +39 041 8380038, or by emailing us at customercare@morato.it. You can also contact us via our Live Chat service or via WhatsApp: click here to chat with our Customer Care. We're here to help from Monday to Friday from 8.30am to 1.00pm and from 2.30pm to 6.00pm (CET).