Customer Support
Orders & Delivery
Discount Coupon
Please check that the code has been entered correctly and that it has not expired. If you continue to have problems, please contact us and we will be happy to assist you.
Secure
In our e-commerce, we are committed to offering a safe and pleasant shopping experience. We accept payments with major credit and debit cards, including Visa, Mastercard, Maestro and American Express. To ensure maximum security in transactions, we use Stripe, one of the most reliable payment systems in the world. Thanks to Stripe, your payments are processed quickly and securely, ensuring that your personal and financial information remains confidential. Shop with confidence knowing that your data is safe and that we offer only the best in terms of security and service.
Order Confirmation
After completing the entry of your data and the payment of the order, you will receive a first email with the order confirmation and a detailed summary of what you have purchased. Subsequently, we will send you a second email to inform you that the order has been taken in charge and that we are starting to process it. Finally, within 24 hours, you will receive a third email that will confirm that your order has been completed and that the product is ready to be shipped.
Imagine a craftsman who, with precision and passion, begins to create your product as soon as he receives the order. We too, with the same commitment, immediately get to work to give you the best. However, a small error can sometimes slow down the process: if you do not receive the confirmation email, there may have been a problem with entering your email address. In this case, please contact us and we will update your data to ensure you receive our communications correctly.
Remember that each of our products is unique, custom-made at the time of ordering, with high-quality materials and special attention to detail. After completing your order, carefully follow the emails we will send you. If you do not find the confirmation immediately, we recommend that you check your spam folder. If the wait is prolonged, do not hesitate to write to us: we will be happy to assist you and solve any problems.
Delivery time
All precious things take time, but we assure you that we are very fast, your product will arrive in 3-5 working days. Remember that each item you receive will be unique and designed especially for you.
Changing your order after purchase
We know that wishes can change, but since each product is custom made, once the process has started we cannot make changes. However, if you contact us immediately, we will do our best to intervene before the order is completed. Remember that each of our products is created with care, thought out and made especially for you, with fine materials that make it a unique piece.
Gift Vouchers
Giving a personalized product is a precious gift. You can purchase a gift voucher by writing to us at supportdoc.boutique, and we'll send you a digital voucher. Whether you send it directly or print it for a more tangible gesture, the recipient will receive something unique and special. Each item you choose will be made especially for them, with care and the highest quality materials.
Contact
We are always here for you. You can write to us at supportdoc.boutique and we will respond within 24-48 hours. Our customer service is attentive and dedicated, just like we are in creating each product, unique and tailor-made for you.
Returns Support
Returns & Complaints
I didn't receive the order
If you do not receive your package within the expected time, check the information entered and, in case of errors, contact us promptly. We will assist you with the same care that we put into the creation of each of our products, unique and made especially for you.
Damaged products
Every item we make is the result of a complex process. If, unfortunately, it should arrive damaged, we ask you to contact us immediately. Send us photos of the package and the product by filling in the dedicated form, we will take care of your request with the same attention we put into the creation of each piece.
Wrong product
Every order is a special project for us, tailor-made for you. If you notice that the product you received does not correspond to what you ordered, we invite you to check the order confirmation. If there has been an error, contact us immediately by filling out the dedicated form.
Pursuant to art. 59 of Legislative Decree 06/09/2005 n. 206 (Consumer Code), the right of withdrawal does not apply to goods produced to measure or personalized. Each product on sale falls into one of the cases referred to in art. 59 described above, the Site will report this indication with the phrase "Right of withdrawal not applicable" in the product sheet in the "Description" field. We invite you to always check the presence of this wording. Under no circumstances will you be able to exchange the products purchased for others of the same model and size, having different materials and colors.
These Conditions for the exercise of the right of withdrawal, forming an integral part of the General Conditions of Sale, are governed by Italian law and in particular by the Consumer Code.
Size or dimension error
Each product is custom made, with an eye to quality and customization. We remind you that in each product sheet there is a size guide, please consult it carefully. If there has been a size error, contact us immediately by filling in the dedicated form and we will help you resolve the issue. However, the return shipping costs are the responsibility of the customer. Each piece we make is unique and unrepeatable, born from attention to detail.
These Conditions for the exercise of the right of withdrawal, forming an integral part of the General Conditions of Sale, are governed by Italian law and in particular by the Consumer Code.
Product Return
In our studio, each product is created with a personal touch and special attention to materials. If you receive a defective or damaged item, please contact us and we will take care of the return. Please note that, as these are unique and custom-made items, we cannot accept returns for reasons other than manufacturing or transportation defects.
Conditions for exercising the right of withdrawal in accordance with art. 52 of the Consumer Code
The right of withdrawal is considered exercised correctly if the following conditions are fully met:
a. the right of withdrawal must be regularly exercised within fourteen (14) days of receipt of the products;
b. the products must not have been used;
c. the identification tag must still be attached to the products and constitutes an integral part of the goods;
d. products must be returned in their original packaging.
If the right of withdrawal is exercised following the methods and terms indicated above, we will send you, via email, the relevant confirmation of acceptance of the returned products and will refund any sums already received for the purchase of the products according to the methods and terms provided.
These Conditions for the exercise of the right of withdrawal, forming an integral part of the General Conditions of Sale, are governed by Italian law and in particular by the Consumer Code.
Refunds
Our creative process is designed to ensure the highest quality. In the event of a manufacturing defect or damaged items, once we have received the return and verified the problem, if agreed with the customer, we will proceed with the refund within 14 days. Please note that we cannot refund customized or sale products, as each item is made especially for you, with the utmost attention to detail and materials.