F.A.Q. - Frequently asked questions

F.A.Q. - Frequently asked questions

  • Purchase, payment and sales terms
  • Shipment, cancellation, replacement and returns
  • Privacy and security
  • Warranty and return due to faults
  • Taking care of the product
  • Using the product

1. HOW TO PURCHASE, PAYMENTS, SALES TERMS

You can look for a product on our website by looking at the catalogue. The catalogue is divided into categories, each of which will show you a list of the relative products. On selecting one of the products, you will view a detailed product sheet containing one or more enlargeable images, price, description, technical information about characteristics, colours and available quantity.

 

How can I add a product to the basket?

Choose the quantity on the product sheet and click on the “Add to basket” button.

How can I be sure that I have correctly completed the order?

A message will appear that tells you your order has been completed successfully. You will then receive an email that confirms that your order has been accepted. If you are registered you can access your personal area and check the status of all your orders.

Which payment methods are accepted?

You can choose to pay on our website using various payment methods. You can choose the one that suits you most, choosing between: • Paypal Account and/or Credit Cards via the PayPal circuit (accepted cards: Visa, American Express, Maestro, Discover, Carta Aura, Mastercard) • Bank transfer; • Online bank transfer with Sofort

Is using a credit card secure on your website?

Purchasing by credit card is secure on our website as the card information is managed solely by the PayPal circuit, acknowledged to be one of the most secure payment systems currently available on the market.

Why was my credit card refused?

Your card may be refused mainly for the following reasons: - The information requested for payment does not coincide with your card information; - You have not activated your security code (some credit cards required another security code, provided by the bank, to be entered to confirm payment); - You have reached your card spending limit; - it is possible that you have exceeded your credit limit for the period or that your card has expired; If you think there may be other problems, we recommend that you contact your card provider.

Where can I check the status of my orders?

By accessing your personal area using your username (mail) and password selected during the registration phase.

Can I pay with discount codes?

Of course, you can pay using valid Discount Codes or Coupons provided by our website. If you have a Discount Code or a Coupon, enter the alphanumeric code in the specific field in the order summary screen and the amount will update automatically.

Do the prices stated on the website include VAT?

Yes, the prices present in the shop include VAT, where applicable.

What are the terms and conditions of sale?

You can find our shop’s sales terms at the page Sales terms and conditions (https://www.ferrino.it/condizioni-di-vendita.html).

2. SHIPMENT, CANCELLATION, REPLACEMENT AND RETURNS

Which courier is used for shipments?

The courier may change depending on the delivery destination of the order. Shipment methods are as follows:
Italy
• Delivery in 2-3 working days.
EU countries
• Delivery in 4-5 working days.
Outside the EU
• Delivery in 5-7 working days.

Which days of the week is the shipment service active?

Products are shipped only after the order payment has been correctly registered and confirmed. Orders are shipped from Monday to Friday.

How can I monitor my package after it has been shipped?

After shipping the package we will send you an email with the tracking number for your order so that you can monitor the delivery.

What are shipment costs?

Shipment costs vary depending on the destination and amount of items purchased, and are highlighted dynamically during purchase and also in the order summary.

Shipment is free in the following cases:
In Italy, for orders over 49.90 Euro
In Europe, for orders over 99.90 Euro
In countries outside Europe, for orders over 149.90 Euro

Can I change the delivery address when I have already made an order?

Yes, just send an email to shop@calicantus.eu and our operators will change the delivery address according to the indications you provide before the order is shipped. If your order has already been shipped, our operators will only be able to change the address when the courier states that the shipped parcel is stored at the warehouse. On this matter, we recommend that you monitor the tracking number you were sent by email and contact us if the shipment has been marked with the opening of a “parcel in storage” notice.

Can I cancel an order?

The order can be cancelled up to when our warehouse commences order processing, which you will be notified of by email. If the shipment has already been processed, you can return the order within 14 working days starting from the date on which you receive your ordered items. The right to withdrawal can be notified within the deadline as above, by:
- telegram
- fax: +39 (0422) 828774
- e-mail: shop@calicantus.eu

In order for the right to withdrawal to be exercised, the items must be returned intact and in a perfect state, in the original packaging (closed, sealed with parcel tape) and addressed to: 

Ufficio resi E-commerce presso Ferrino Spa C.so Lombardia 73 - 10099 San Mauro To.se Italia 

The invoiced price of the returned items will be refunded by bank transfer to the customer’s bank account within 30 days of receiving the return.
Items which are returned incomplete, spoiled, damaged or dirty due to customer’s actions will not be refunded and will not be acknowledged for credit to the value of the item initially ordered.

If I return an item, do I have to pay shipment costs?

Shipment costs for the return of goods must be paid by the customer. To find out shipment rates, please send an email to shop@calicantus.eu.

How can I return an order?

The customer enjoys the right to withdrawal, which can be exercised without justifying the reasons, within 14 working days starting from the day on which the ordered items are received. The right to withdrawal can be notified within the deadline as above, by:
- telegram
- fax: +39 (0422) 828774
- e-mail: shop@calicantus.eu

Shipment costs for the return of goods must be paid by the customer.
In order for the right to withdrawal to be exercised, the items must be returned intact and in a perfect state, in the original packaging (closed, sealed with parcel tape) and addressed to:

Ufficio resi E-commerce presso Ferrino Spa C.so Lombardia 73 - 10099 San Mauro To.se Italia 

The invoiced price of the returned items will be refunded by bank transfer to the customer’s bank account within 30 days of receiving the return. Items which are returned incomplete, spoiled, damaged or dirty due to customer’s actions will not be refunded and will not be acknowledged for credit to the value of the item initially ordered.

Can I replace a product?

You can replace a product by returning the received item within 14 working days starting from the date on which you receive your ordered items. The right to withdrawal can be notified within the deadline as above, by:
- telegram
- fax: +39 (0422) 828774
- e-mail: shop@calicantus.eu

Shipment costs for the return of goods must be paid by the customer. In order for the right to withdrawal to be exercised, the items must be returned intact and in a perfect state, in the original packaging (closed, sealed with parcel tape) and addressed to:

Ufficio resi E-commerce presso Ferrino Spa C.so Lombardia 73 - 10099 San Mauro To.se Italia 

The courier will pick up the parcel further to agreement with Ferrino by Calicantus Srl.
Once the returned item has been inspected in the warehouse and checked that it satisfies the requirements for accepting returns as above, the returned item will be refunded and you can order a new item.

How long does reimbursement take when I return an item?

Refunds of the invoiced price for the returned items will be made within 14 days of receiving the return and will be paid directly into the account from which the purchase was made.

What do I do if I receive an item that is not what I ordered? Send an email to shop@calicantus.eu. We can arrange to pick up a wrong item at our expense using SDA courier. We will send you an email with instructions for the courier pick-up within 48 hours. If there are any particular times or days when you are not available for the courier, please inform us as soon as possible.

3. PRIVACY AND SECURITY

What is the shop’s Privacy Policy?

You can read our Privacy Policy here Privacy Policy information.

Where can I change my registration data?

By accessing your personal area using your username (mail) and password selected during the registration phase.

I cannot remember my password for accessing the website. What can I do?

You can retrieve your password using the procedure that you can find in the Access page. You will find the forgot your Password? Link near the I have a doubt about Privacy Policy. Who can I contact? For any doubt you may have on Privacy, please contact shop@calicant.us.

4. WARRANTY AND RETURN DUE TO FAULTS

What are the conditions of the Ferrino warranty?

Every Ferrino item has been studied in detail and made with the most suitable materials for the use it is intended for.

Strict “Ferrino Quality” controls ensure products free of material and packaging faults. If you should discover this type of fault, you can use the 2-year warranty from the date on which the product was purchased.
High Lab products have a 3-year warranty.
Please also remember that: The warranty does not cover faults caused by improper use or due to normal wear and tear of the parts after prolonged use.
This warranty does not limit consumer rights as defined by the current laws in effect in the various countries.

What can I do if the purchased product is faulty?

Below are instructions for starting up our company’s authorised return procedure, in addition to the current legislation on the matter.

Modes: 1. If the product was purchased from a Ferrino dealer:

The authorised return procedure is commenced following an alleged flaw/non-conformity, that the consumer complains about. The purchaser must return the faulty item to the sales point where it was purchased together with the payment receipt (condition for validity of warranty). The shop owner will send the item to the distributor or directly to Ferrino. At its own discretion, Ferrino will then replace or repair the item. If the fault is not covered by warranty, repairs will be carried out at limited costs, including shipment costs.

2. If the product was purchased from our online shop

If faulty or problematic, a product purchased at our e-shop can be returned directly the Ferrino post sales service. Our staff will decide whether to repair or replace the product according to each individual case. To start up the procedure, fill out the form on this page (link), sending a short description of the problem, our order number, your name, surname, address and telephone number. Our post sales service will receive your request and contact you as soon as possible, then proceeding with the free repair or replacement if the item is under warranty, or will send an estimate for the repair if the items are not covered by the Ferrino warranty.

If I return a product under warranty, must I pay for shipment costs?

If the product is under warranty, shipping costs will be paid by Ferrino, who will arrange for the product to be picked up, agreeing details with the customer, via the courier Bartolini

5. TAKING CARE OF THE PRODUCT

 

How do I wash the tent?

The tent should be washed by hand with neutral soap and water, using a soft brush. To remove any resin stains from the tent, rub with olive oil on a cotton ball then wash with neutral soap and water. Make sure the item is dried well before storing.

How do I wash the backpacks?

The backpack should be washed by hand with neutral soap and water, using a soft brush. Do not remove frame or structure from the backpack. Make sure the item is dried well before storing.

How do I wash, use and replace the sleeping bags?

For sleeping bags with synthetic padding: ù

If the sleeping bag has a synthetic padding, it can be washed gently at 30 degrees in a washing machine, without using any softener. Add two or three tennis balls to the washing machine so that the padding will fluff up as originally when dry.

For down-filled sleeping bags:

Down-filled sleeping bags must be washed delicately, in particular when drying they must be shaken several times so that the feathers do not all stick together at the bottom.
In fact, we recommend they are taken to the dry cleaner's. When the sleeping bag is not being used, we recommend hanging it up in a wardrobe or folding it like a duvet, and not storing it in its bag or holder. Warning! Both synthetic and down-filled sleeping bags can be damaged by over-washing.
For this reason, we recommend using a cotton, silk or disposable sleeping bag liner together with the sleeping bag.

How can I wash Ferrino garments?

Washing instructions are contained on the labels inside each item.

How can I repair an old Ferrino item?

Please contact the sales point and explain the problem with the product. The shopkeeper will send the product to our internal assistance department for repair at a fee, with an estimate issued by our staff beforehand.

How can I purchase spare parts for my items?

Some spare parts can be purchased at our online shop. If you cannot find the spare part required in our shop, you can contact Ferrino internal assistance if you bought the item online from our official shop, or contact a sales point if the item was not purchased online.

6 USING THE PRODUCT

How can I avoid condensation in the tent?

It is not possible to avoid condensation forming, it can only be reduced by keeping the air inlets open and the peripheral layer rolled up. Laying a sheet on the ground to isolate the tent from damp ground may help.

How can I prevent ants entering the tent?

Scatter talcum powder around the tent.