We partner with the reliable couriers (UPS / DHL / DPD / Poste Italiane) and have strict agreements in place to ensure you receive your order with the smoothest, and fastest service possible.

All orders are shipped from our warehouse in Italy (within the EU), and we cover ALL import/customs duties charges in advance on deliveries to any EU countries.

This means all orders within the EU have ZERO hidden costs, import charges or extra VAT at the border- all of our prices are completely inclusive. 

All services we use are fully tracked so you can monitor your parcel’s progress will receive a tracking number upon confirmation of dispatch.

We know how important it is to receive your new purchase in a timely manner.

Our business is located in Lucca old town, Italy and courriers can pick up orders only Monday to Friday. Please note that we are unable to ship on weekends or Bank Holidays.

Our warehouse is open Monday to Saturday and closed on Sunday and Italian Bank Holidays.

We dispatch next day all orders placed before 6pm CET.

An order place after 6pm CET will be disptached 2 days after. ie.:

• An order placed after 6pm on a Monday will be dispatched on Wednesday.
• An order placed after 6pm on a Saturday will dispatched the following Tuesday.

Since our team start processing your order as soon as it is placed to get your order shipped to you as quickly as possible, this means cancellations or order amendments are not always possible. Please make sure all contact, shipping/delivery and billing information is correct at checkout.

We partner with the most reliable couriers, but even then any event out of our control may affect the delivery of orders. Please note that Delivery times are estimates and are not guaranteed.

Delivery windows are subject to periods and local service levels.

Please note that we are unable to ship on weekends or Bank Holidays.

We deliver worlwide, if your country is not included at checkout please reach out to info@officinageneralstore.com.

For Buyers outside the EU at this point of time we are not able to include custom clearance fees in our check out process. Please make sure to check your national custom regulations and requirements before you order.

For Buyers in the EU the delivery fees include all necessery border clearance.

For Buyers outside the EU at this point of time we are not able to include custom clearance fees in our check out process. Please make sure to check your national custom regulations and requirements before you order.

• It is possible to make changes to your order before notification of disptach but cannot always guarantee it due to our fast turn around time. If you do need to change details of your delivery address, remove items from your order or cancel it completely, please contact our team as soon as possible for advice.

• In line with fraud prevention policies in place to protect our customers, we cannot accommodate complete delivery address requests to new addresses. Our payment providers do not permit complete address changes and require the shipping addresses to must match the address provided at the checkout exactly. 

• We are not responsible for failed delivery to incorrect or invalid addresses. Please ensure all contact and address details are correct at the time of purchase, and get in touch immediately if you notice something is wrong. 

• If an invalid, incomplete misspelled or old address is provided and the parcel is returned to our dispatch hub, the €10 return fee we incur will be charged to rearrange delivery, this is to cover a portion of the cost of double postage and processing costs. Where a refund is chosen, this will be deducted from the refund cost.

• If your order has not yet been processed by our team or dispatched, you can cancel your order free of charge. You will be notified via email of your parcel’s dispatch.

• Once your order has been dispatched and your order is in transit, it is no longer possible to cancel your order. Please get in touch with our customer support team as soon as possible. You will need to follow our return procedure.

• Please wait for the item to be delivered, and return unopened to the address provided by our team to be eligible for a refund. Return fees will be incurred by the buyer.

If you don’t see your country on our shipping options or are looking to ship outside of the EU, feel free to send us a message at info@officinageneralstore.com and we will do our best to accommodate your destination.

All services we use are fully tracked and we will do our best to provide you with a  shipping option that best fits your needs. We ship all orders from our Italian Warehouse.

If you need to get in touch, please reach out to our customer support team by email at info@officinageneralstore.com , for the fastest response times or on our social media platforms. We aim to reply to all customer queries within 2 business day. 

9am - 5pm (CET) Monday-Friday please feel free to reach out to our friendly team, we are always happy to help !

• If your courier has attempted delivery at your address but there was no answer, a calling card or tracking update will be left by them to notify you of your delivery options. Simply head to your tracking page, and update your delivery options to re-arrange delivery at a convenient date, request to leave it with a neighbour, or at a safe place. 

• All couriers can only deliver to complete and accurate addresses. If the address you have provided us was incomplete, invalid, an old address, or  incorrectly spelled, unfortunately this may mean they cannot match your address on their system and will be unable to deliver your parcel to you. In these cases, the couriers will have to return the parcel back to us and charge us a processing fee. The processing fee in this case will be €15.00.

• To re-arrange your delivery to a new or corrected address, please get in touch with our customer support team where you will be given a link to purchase a new postage cost and your parcel will be sent out as soon as possible.

• In the rare event of an issue with your delivery or order contents, please contact our support team at info@officinageneralstore.com with your order details and any photos where possible of the items you have received, or any damages.

• Damaged or missing items from orders must be reported to us within 3 days of receipt of the order. For lost or delayed courier claims, we can investigate on your behalf with reports made within 14 days of the dispatch date.

• Please retain any and all order, customs, dispatch information and postal from your order if making a lost or damaged report.

We aim to ship pre-ordered objects within 30 calendar days. Past this deadline we will proceed with an immediate refund to the original payment method.

In the exceptional instance where an item cannot be fulfilled within 30 calendars days of purchase we will refund the full amount to the original payment method within 5 working days.

• If your order has not yet been processed by our team or dispatched, you can cancel your order free of charge. You will be notified via email of your parcel’s dispatch.

• Once your order has been dispatched and your order is in transit, it is no longer possible to cancel your order. Please get in touch with our customer support team as soon as possible. You will need to follow our return procedure.

At L'Officina General Store we want you to be completely happy with your purchase but if for any reason you’re not, please contact us in the first instance.

To start a return contact us at: info@officinageneralstore.com

We have a 28 calendar days return policy, which means you have 28 calendar days after receiving your order to request an exchange or a refund and to get it back to us. 

We do not accept returns on items that are:

• Sold in FAIR condition
• Sale items
• Earrings in the interest of hygiene and safety .

Customer Satisfaction is a corner stone of our business. However in the event that you would not be happy or changed your mind we operate a no question asked exchange or full refund policy.

The items need to be returned in their original condition and packaging.

Sent an email to info@officinageneralstore.com to arrange a return.

We do not offer free returns. The Buyer is responsible for sending the items back.

Return window: 28 calendar days from delivery.

Customer Satisfaction is a corner stone of our business.

We operate a no question asked exchange reach out to the team to discuss item exchange and shipping.

Customer Satisfaction is a corner stone of our business. We operate a no question asked exchange or full refund policy.

The items need to be returned in their original condition and packaging.

You will be refunded on your original payment method minus any shipping costs,this includes the original shipping cost you've paid plus any additional shipping charges we have incurred which will be shared with you upon a refund being requested.

Exceptions - non-returnable/non-refundable items:

• items bought with a sale discount and
• our Fair Condition Pre-loved items.
• Earrings due to Hygiene purposes

All of the sales for these items are final as mentioned in each listing so please consider your purchase and feel free to contact us before purchasing if you have any questions. 

We will notify you once we’ve received and inspected your return, and let you know if the refund is approved.

If approved, you’ll be automatically refunded on your original payment method minus any shipping costs, this includes the original shipping cost you've paid plus any additional shipping charges we have incurred which will be shared with you upon a refund being requested.

If you were eligible for free delivery and your refund brings your orverall order under the gfree delivery threshold, you will refunded minus any shipping costs, this includes the original shipping cost you've paid plus any additional shipping charges we have incurred which will be shared with you upon a refund being requested.

We aim to refund you within 5 working days of your refund approval. 

A pre-loved item is an object that does not come from new production or a store. It has been previously cherished by a different owner.

All Pre-Loved items are thoroughly checked and assessed in order to establish their condition.

Our business also conduct a deep clean of each item before sending them to their new home.

Note that it is in their nature to show some signs of use and wear.

Items that show no sign of usage and might still have original boxes or labels on.

Items that show slight signs of usage such as small scuffs or marks. 

Items that show signs of usage such as scuffs, corrosion or marks. We will aim to describe as much as possible in the description and in the photos. 

Items that show important signs of usage such as scuffs, corrosion or marks. We will aim to describe them as much as possible in the description. 

Note that these items are not refundable nor returnable.