Shipping policy
ORDER FULFILLMENT
Order requests are processed on business days, Monday through Friday, from 9:00 AM to 5:30 PM (CET). During this time frame, all operations related to order management are handled. Fulfillment is considered complete only upon confirmation of payment.
Once an order has been confirmed and processed, it can no longer be modified—neither regarding the purchased products nor the information entered during checkout. However, if the goods have not yet been handed over to the courier, cancellation can be requested exclusively via email or phone to our customer service, which reserves the right to approve it at its discretion.
Email: customercare@prokeds1949.com
Phone: +39 0221119872
All orders are subject to security checks. PRO-KEDS INTERNATIONAL SRL reserves the right to cancel an order if payment validity cannot be confirmed by the customer’s bank. Additionally, the company reserves the right to refuse orders or suspend service at its discretion at any time.
SHIPPING
Products in stock are generally delivered within 5 working days in Italy and between 4 and 6 working days in European Union countries or abroad, starting from the date payment is confirmed.
Handover to the courier typically occurs within 2 working days for domestic shipments and within 3 working days for international shipments. Shipping delays may occur during holiday periods.
Shipping costs are calculated at checkout, based on the destination and package characteristics (weight, volume, quantity). These costs will be visible before the final order confirmation.
Custom duties and taxes are not included and may be charged upon delivery depending on local regulations.
Once the package has been handed over to the courier, the customer will receive an automatic confirmation email containing a tracking link. It is the recipient’s responsibility to monitor the delivery status and promptly contact our customer service in case of issues or irregularities with the tracking.
Deliveries are made only on business days, Monday to Friday, excluding national and local holidays, during the courier’s working hours.
Goods will be delivered to the address provided at order placement, via express courier, with packaging adequate to protect the contents.
DELIVERY AND RESPONSIBILITY
At delivery, the customer is invited to carefully check that the packaging is intact and shows no signs of tampering. If irregularities are found, it is advisable to accept the goods with specific reservation or to refuse delivery outright.
PRO-KEDS INTERNATIONAL SRL declines any responsibility for damage or loss of contents if the package is accepted without reservation. In case of missing, damaged, or incorrect contents, the original packaging must be kept for possible inspections.
If, due to causes attributable to the recipient (e.g., incorrect address, recipient absent, invalid phone number), the courier fails to complete the delivery, the shipment will be returned to sender. In this case, the initial and return shipping costs will be deducted from any refund due.
If the shipment is subject to customs inspection, the customer may be contacted directly by the courier or our customer service to provide additional documentation. Any delays caused by customs clearance are not attributable to PRO-KEDS INTERNATIONAL SRL.
Should the customer refuse to pay customs duties or comply with the required procedures, and if return of the goods is not possible according to local regulations, the company will not be responsible for any confiscation or loss of the shipment.
WARNINGS
In case of complaints regarding incorrect deliveries, missing goods, or damaged packages, the customer must report the issue to our customer service within 3 days from the delivery date as indicated by the courier tracking. After this period, claims cannot be accepted.
If delivery is made to a reception, concierge, or other delegated party, it will be considered properly completed. If the customer requests delivery without a signature, the company declines any responsibility for loss, damage, or theft.
By placing an order on the website, the customer accepts the above delivery conditions. The customer agrees to receive the ordered goods; in case of refusal or non-delivery due to reasons attributable to the recipient, all costs incurred (including any customs clearance fees) will be deducted from the refund amount.