FAQ

Yes, it is possible to add a different shipping address than the billing address. Taxation will be applied according to the shipping address.

It is possible to return purchased items within 14 days from the delivery of the order.
If you have a registered account, you can return items directly from your personal area by following the instructions. If you made the purchase as a guest, please contact our customer service at info@sit-in.it. You will receive all the instructions and the return label directly by email. Pack the items correctly and wait for the courier to arrive.
As soon as we receive the goods and check that they are intact, you will be reimbursed the amount of the order using the same method of payment used at the time of purchase.
Returns are not possible for all custom-made or personalised items.

What are the shipping costs for returns?

The return shipping costs are free of charge. We will provide you with a return label that you simply print out and place on the package.

I no longer have the original packaging material available. How should I pack the purchased products?

We recommend using strong, water-repellent protective packaging to keep the product protected during transport. In case of damaged products, we cannot proceed with the return.

Can I replace the article received with another one?

Direct exchange of items is not possible. You have 14 days from the delivery date of your order to return the unwanted item and request a refund. Place a new order for the desired item.

How long does it take to receive a refund in case of return?

The refund is completed within 1-3 working days after receipt of the goods and on the same payment method used at the time of purchase, after checking the integrity of the product.

I have received a rug that I did not order. What should I do?

If you receive an item that differs from the one you ordered, please contact our customer service department, who will assist you with a quick replacement of the received item at no additional cost.

The delivered rug has a defect. What should I do to have it replaced?

We strive to ensure a very high level of quality and although we strictly adhere to all quality control procedures, production errors can happen. If you have found a defect in the product delivered to you, please contact our customer service department immediately at info@sit-in.it.
In order to handle your complaint more quickly, please also send us a photo of the defective item. One of our assistants will contact you within 24 hours.

The packaging of the goods is damaged during transport. Can I still accept the shipment?

In the event of external damage to the packaging, we recommend that you sign the acceptance of the package to the carrier subject to a reservation and document the condition of the packaging with a photo. In the event of damage to the product, please contact our customer service department, enclosing pictures of the packaging and the damage found. One of our assistants will contact you within 24 hours.