Customer service

How To Buy

Buy from ILGERGO. It is very easy. Just follow these steps:

• 1. Pick up the section (men ,women) and the product category (line). Inside the category, use, if you’d like, the filters for model, material, color, size and price.
• 2. Find the product/s you like the most. With just a click you can see a wider image with the details, the back of the product, composition, the available sizes, the product number and the price.
• 3. Choose a product and add it to the cart. You can choose to continue with other purchases or send the order.
• 4. If you wish to continue with other purchases, all you have to do is repeating the same process, if you want to send the order you have to login first.
• 5. Once completing the data, verify they are correct and click on confirm.
• 6. Choose a payment method: Visa, Visa Electron, Mastercard, American Express, Pay Pal, wire transfer or COD.
• 7. Confirm the order.
• 8. You will receive an email with the order confirmation.

General Info

• In which countries can I buy online?
  Now you can purchase all over the world.
• How many languages does the website have?
  The languages present on ILGERGO.IT website are: Italian and English.
• What happens to the articles that are not on stock, are they restocked?
  If a certain product is not on stock, we will try and supply it as soon as possible. Whereas this is not possible, it will not be present on the website.
• Will I receive the same product of the picture?
  Yes, other than with handcrafted products whose finishing might be slightly different.
• Can I periodically receive information via email on the latest offers from ILGERGO.IT?
  Yes. All you have to do is subscribe the Newsletter and you will receive information on the latest offers from GERGO.IT.
• Can I unsubscribe the ILGERGO.IT Newsletter?
  In the section Newsletter you can easily unsubscribe. Just fill in the data and click on send.
• How can I retrieve my password?
  If you forgot your password you can retrieve it in the Log-in section. You will receive an email with the new password.
• How do I know I purchased correctly?
  Once the purchase order is placed you will receive a confirmation message at your Email. If you do not receive this message, contact our customer service.
• Can I track the order status?
  Yes. All you have to do is access the order section from your account and you will see the order status in real time.
• Can I delete some products from the order?
  Yes. You can delete anything you want from the cart, provided the order did not already go through.
• Can I cancel the order?
  Yes. You can cancel the order in the forwarded order section of your account.
• What should I do if I receive a defective product?
  ILGERGO.IT only sells products that are in perfect conditions and for this reason if you should accidentally receive a defective product, please contact our customer service
• What do I have to do if I receive the wrong product?
  If you receive by mistake an item you did not order, please contact our customer service.

Payment

• What type of payment can I use to purchase?
  We offer the following payment methods: Wire Transfer, Credit Card (Visa, Mastercard, Paypal, Postepay, Aura, American Express, Paypal Refill), Phone Payment with Credit Card, Paypal and COD
• Why has my credit card been declined?
  The credit card might be declined for the following reasons:
  - The card expired. Please verify that the credit card is still valid.
  - The purchase limit of the card was reached. Verify with the bank that the purchase limit has not been reached.
  - It is possible that the data are not correct. Verify that all the data in the required fields are correct.
• Computer fraud - Cancellation of the order.
  For added security against computer fraud if the credit card used for the payment of your order doesen't match with the country of shipment, IL GERGO reserves the right to automatically cancel your order without notice. In this case, you can still make your purchase, pay by bank transfer.
• Can I get a receipt registered to my company?
  Yes. Pick the option company among the personal data and fill in with the required tax details.
• Can I request the Tax-free service?
  No, it is not possible considering that Tax Free is only applied to the products purchased inside the store by the buyer and carried abroad, outside the EU.
• Is it safe to use the credit card on the website?
  Yes, the data are sent in an encrypted way with SSL protocol. For the Visa and Mastercard payment, only the SEC (Safe E-Commerce) transactions will be accepted. After verifying that the credit card is accepted by the SEC, the system contacts the bank of issue so that to allow the buyer to purchase the item. Once the bank has confirmed the card’s authenticity, the card will be charged. If not the order is cancelled.

Shipping

• Where can I have my order shipped?
  You can receive it at the chosen address (domicile, office etc.- no PO box).
• Can the country of shipping be different from the purchasing one?
  The country of delivery and purchase must be the same.
• How long is it going to take for the items to get to me?
• We will ship the shoes from our factory in Italy
• Delivery times depend on the type of shipping
• Standard shipment *
• * Promotion is valid only for the major World’s destinations, transit times are approximate, consult the chart for more information.
• 7-9 business days
• Can I track the order status?
  Yes, you can track the order status on your account.
• What is the process for home delivery?
  If you picked the home delivery mode, we will send you an email to confirm the shipping (once the order is out of the warehouse) and another message with the order monitoring code (with a link to the courier’s website) and then the courier will contact you via text (sms) or e-mail to inform you about the delivery.

Returns

• How can I return an item?
  As an International customer, you can return your parcel using any postal service. We ask that you obtain a proof of postage receipt so that if your parcel goes missing on the way back to us, you’ll have proof you sent it. Please fill out the return form and add it inside the box. The delivery costs for the products return, and the cost of the new shipping order, is paid by the customer. A new order can be placed for the exchange item. Please note new orders are subject to merchandise availability. We will inform you if we are unable to fulfill your order.
• What is the deadline for returns?
  The term for any returns is 14 days from the date of delivery.
• Do I have to pay for the return?
  Yes, you need to pay return expenses.
• How will I receive the amount for my return?
  Once the return has been approved, you will receive the amount for the returns into you bank account, you must send to us via e-mail your bank account details with IBAN and Swift.
• What is the right of withdrawal?
  The “right of withdrawal” is set by the Legislative Decree no. 185 on 05/22/1999, regarding remote contracts, since they take place outside the business premises. These regulations are applicable to the purchases on GERGO.IT, and allow the buyer to withdraw the contract. According to the right of withdrawal, the buyer can withdraw the contract within 10 business days from the delivery of the order.
• Can I use the right of withdrawal and return an item I do not like?
  If you bought an item and, despite its correspondence to the technical characteristics described, you realize upon delivery that you do not like it, you can use the RIGHT OF WITHDRAWAL. You can - within 10 business days from the delivery of the order – return the item to ILGERGO.IT, who will refund you the purchasing price. Please Contact Customer Services, who will authorize the return.
• When will the wire transfer for the return take place?
  Within 30 business days from the return of the order to GERGO.IT we will proceed with the wire transfer of the amount corresponding to the goods value as per invoice. This amount does not include shipping (according to art. 5, paragraph 6, of the Legislative Decree no. 185 on 05/22/1999).
  Attention: ILGERGO.IT reserves the right of not accepting the shipping of components or products that:
  - do not contain original packages, accessories and manuals;
  
  - are carried out without activating the request with the Customer Service ILGERGO.IT;
  
  - are carried out without following the shipping procedures indicated by the Customer Service ILGERGO.IT.
  
  In these cases, transportation costs for returns will be paid by the client.
• When will I receive the amount for my return?
  Once the return has been approved (the items must be in good shape and have their internal tags) you will receive an email to confirm that the amount will be deposited on your account within a couple of days. Do not forget that the refund timing on your credit card depends on your bank.
• What do I have to do if the refunded amount is incorrect?
  All you have to do is contact our customer service and we will take care of the issue as soon as possible. Il Gergo.it reserves the right to refuse returns communicated or shipped after the agreed terms or with items that do not have the same conditions of the shipped ones.

Changes

Can I change the items?
Yes, you can. Please contac our customer service or send us an e-mail to info@ilgergo.it

Customs duties

The payment of any customs duty depend by the country of dispatch and is paid by the buyer.