INTRODUCTION

All delivery times mentioned on this page refer exclusively to business days, meaning Monday through Friday, and do not include weekends or national holidays. For example, a shipping estimate of 48 hours means two full business days.

Please also note that for remote areas or locations that are harder to reach—such as mountainous regions, smaller islands, or areas served by less accessible branches—minor additional delays may occur compared to standard delivery times.

We remain committed to delivering your order as quickly as possible, while keeping you fully informed of any possible exceptions.

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

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.

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.

Useful tips on how to enter a correct address:

• Enter the street number in the address field, not in the apartment/interior field. The latter is meant for details like building entrance, staircase number, or intercom info.

• Avoid unnecessary information such as middle names, but make sure to include the surname or the name that appears on the doorbell.

• If you are shipping to a business such as a bar, restaurant, tobacco shop, etc., include this information using "c/o" (care of) in the surname field, not in the apartment/interior field or at the end of the address.

• Avoid repeating the same information in fields where it is not required.

Example of a correct address:

Mario Rossi c/o Bar Stella
Via Roma 1
Bolzano 39100
Italy

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!

 

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.