FAQ - FREQUENTLY ASKED QUESTIONS

Welcome to the frequently asked questions section of our online store. Here you will find answers to common questions regarding our products, payments, shipping and more. If you can't find the answer to your question, please feel free to contact us directly.

• Is there a physical store?
  No, we are an E-Commerce and sell exclusively online!
  Please note: Bolzano is only the registered office, there is no physical store.
  
  
• What payment methods are accepted on your site?
  We accept payment by credit card (Visa, Mastercard, American Express), PayPal, bank transfer, and cash on delivery. Be sure to select your preferred payment option at checkout.
  
  
• What are the shipping times in Italy?
  

  Express shipping ensures same-day order processing for orders placed before 4:00 p.m., with delivery within approximately 48 hours via Poste Delivery Business or TNT. Shipping is completely free for orders over €100. For orders below this amount, a fee of €6.95 will apply.
  Cash-on-delivery shipments carry an additional charge of €3.

  Once your order has been processed, our logistics partner “Log Solution” will contact you with all the necessary shipping details.

  Note: For non-COD shipments under 15 kg, Poste Delivery Business will be used; for all others, TNT.

• SHIP TO A PICK-UP POINT
  While your order is in transit, you have the option to redirect your delivery to a Poste pick-up point, directly through the update emails sent by the courier.
  This is an extremely convenient service that allows you to manage your shipment independently, in case you are unsure about being available at your delivery address.

  Please note that this option can be used only while the package is in transit and not once it is already out for delivery.

  We strongly encourage our customers to take advantage of this feature, as it is a practical and efficient way to avoid delays, missed deliveries, or returns—ensuring a smoother and more reliable shipping experience.

   

• Do you offer free shipping?
  Yes, we offer free shipping for orders over $100 in certain geographic areas. Check our shipping information page for details and restrictions.
  
  
• Can I return or exchange a product?
  Yes, we accept returns within 14 days of the delivery date for products that are unused and in their original condition. For more information about returns and exchanges, please see our return policy on our website.
  
  
• What should I do if my order is damaged or incomplete?
  We are sorry to learn that your order has been damaged or is incomplete.
  
  If damaged, we have taken out a totally free insurance policy for our customers with which we can refund the amount of the order.
  It is essential that this is activated immediately upon delivery with the BRT courier otherwise we will not be able to assist you.
  
  If incomplete, please contact us immediately and provide details and photos of the problem. We will do our best to resolve the situation as quickly as possible, offering you a refund or replacement depending on the situation.
  
  
• Are your products guaranteed?
  Yes, we guarantee the quality of our products. If you experience any quality problems or defects, please contact us and we will be happy to assist you in the return or replacement process.
  
  
• Do you offer customer service?
  Absolutely. Our customer support team is available to answer all your questions and solve any problems you may have. You can contact us by email at info@imperodelmate.com or through our online chat service on our website.
  
  
• Is there a discount on my first purchase?
  Yes! For all our new customers we offer a €5 discount on the first order from minimum €75. The offer cannot be combined with other promotions currently active.
  Just sign up for our newsletter to receive the code! Don't worry, we won't send you much email, only alerts about new products or limited time promotions!
  
  
• My Mate has been "molting" what should I do?
  Don't worry, everything will work out! First of all, it is very likely that that is not mold, if a slight white patina has formed it is because the mate was not dried well and surely there will be some moisture left inside it! In this case you can repeat a partial cure and but most importantly take care to let it dry well right away. We have created video tutorials about this that you can find in our Blog section and on our social networks!
  
  
• How do you cure a mate?
  To answer this question we have prepared video tutorials and step-by-step descriptions on how best to do this!
  Click on Wood or Pumpkin Mate to be redirected to the right tutorial!
  
  

Don't forget that we have a lot of information both in our BLOG section and on our Instagram, Facebook, and Youtube socials!