Shipping policy

HOW MUCH DOES SHIPPING COST AND WHAT IS THE TIME FRAME?

Express shipping involves same-day order processing if placed by 4 p.m. and delivery in about 48 hours by Amazon or TNT courier and the cost is entirely free above a minimum spend of €100. Alternatively, a charge of €6.95 will apply. COD shipping has an additional cost of 3€.

At the time of processing, our shipping partner will contact you with all relevant information.

NB: for non-cash shipments and under 15 kg will be used AMAZON courier while for others TNT.

WHAT HAPPENS IF MY ORDER DOESN'T ARRIVE? (only for Italy)

Dear Customer, for shipments without cash on delivery, our Amazon courier will attempt to deliver the package up to three times at the address provided at checkout. If the courier is unable to deliver within these 3 attempts, meaning three different days of attempted delivery, the package will automatically be returned to our warehouse.

VERY IMPORTANT: If the delivery with Amazon Shipping fails due to an error attributed to the customer when providing information at checkout, we reserve the right to request payment for a new shipping fee if you wish to have your order reshipped.

Below are examples of possible errors or omissions the customer may make:

  • The package cannot be delivered because the address is incorrect.
  • Essential information, such as the street number, is missing.
  • It is not specified if the address is a business establishment/tobacco shop/restaurant/bar, etc.
  • The name on the doorbell or intercom is not provided.

If the customer realizes an error after the package has already been dispatched, they can add the correct information in the "notes" section on the Amazon Shipping tracking page, although this action does not guarantee that the courier will promptly update the delivery details.

Why do we request payment for a second shipping if the package is returned due to one of these issues?

We request a second payment solely for shipping, even for orders over €100 that initially included free shipping, because due to an error not made by us as Impero del Mate Srls, we are already required to bear the costs of return and restocking. Therefore, we believe it fair to request a €6.95 payment for a second shipment with the correct details provided by the customer.

HOW MUCH DOES SHIPPING COST AND WHAT IS THE TIME FRAME FOR EUROPE?

Shipping costs vary depending on the destination country and the weight of the order.
We ship to all the following countries, find out at checkout the shipping cost!

FRANCE

GERMANY - NETHERLANDS - SPAIN

AUSTRIA - BELGIUM - PORTUGAL

CZECHIA - DENMARK - ESTONIA- FINLAND - LATVIA - SWEDEN - BULGARIA 

GREECE - LUXEMBOURG

CROATIA

HUNGARY - LITHUANIA - POLAND - ROMANIA - SLOVAKIA - SLOVENIA 

 

WILL I RECEIVE A TRACKING NUMBER?

As soon as your order ships, you will receive an email with the package tracking number.

I ENTERED A WRONG ADDRESS!

You can correct the shipping address by sending an email to info@imperodelmate.com, or by contacting us via Facebook and Instagram chat or Whatsapp.

If the address is incorrect, we can correct it within 24 hours of receiving your order.

RETURN

It is possible to request a return, a link will be provided to the customer with which he/she can independently book the pickup of our courier. The return has a cost of 8€ charged to the customer.