FAQ's
ONLINE PURCHASES
How do I place an order?
How do I place an order?
Shipping typically takes 5-7 business days within the United States. For international orders, shipping can take 10-15 business days, depending on the destination and customs processing times. You will receive a tracking number once your order has shipped so you can monitor its progress.
How do I know my order is confirmed?
How do I know my order is confirmed?
Yes, all our skincare products come in protective and aesthetically pleasing packaging to ensure they arrive in perfect condition. Each product is securely wrapped, and we use eco-friendly materials whenever possible. Additionally, many of our products come in recyclable containers to support sustainability.
Can I cancel or change an order?
Can I cancel or change an order?
Yes, we do ship internationally! We offer worldwide shipping to ensure customers around the globe can enjoy our skincare products. Please note that shipping times and costs may vary depending on the destination country. International customers may also be subject to customs fees or import duties imposed by their country's customs authorities.
What payments do you accept?
What payments do you accept?
We accept Visa, Mastercard, Amex, and digital wallets (Apple Pay, Google Pay, and PayPal). Payment is charged upon order confirmation.
SHIPMENTS
What are the processing and delivery times?
What are the processing and delivery times?
We prepare orders within 1-2 business days. Delivery times vary depending on the destination and the courier selected.
How much will I pay for shipping?
How much will I pay for shipping?
Italy: free express shipping over €150 (TNT). Under €150, €20.
European Union: DHL express €45, taxes and duties included.
United Kingdom: DHL express €50, taxes and duties paid by the customer.
Outside the EU: rates and times are shown at checkout; for special destinations, contact us.
How do I track my order?
How do I track my order?
You'll find the tracking link in your "Order Shipped" email. Alternatively, contact us with your order number.
How much will I have to pay in taxes and duties?
How much will I have to pay in taxes and duties?
For EU countries, taxes/duties are included in the final price. For some non-EU destinations, local duties/taxes may be required by the courier upon delivery.
Posso ritirare il mio ordine in negozio?
Posso ritirare il mio ordine in negozio?
Si, al momento del checkout puoi selezionare il ritiro in negozio, la spedizione sarà gratuita.
RETURNS & REFUNDS
What is your return policy?
What is your return policy?
You have 14 days from delivery to request a return. Products must be intact, unused, with their original tags and packaging.
The return cost is deducted from the refund: €12 for Italy, €20 for the European Union, €50 for Switzerland and the United Kingdom. Rates for other destinations are on the Shipping and Returns page.
How do I initiate a return?
How do I initiate a return?
Email us at selleria@mascheroniselleria.com or WhatsApp us at +39 3428238962 , indicating your order number and the items you wish to return. We'll send you instructions and a return label (where applicable).
When will I receive my refund?
When will I receive my refund?
Once the return arrives and passes inspection, we refund the original payment method within 14 days. You will receive a confirmation email.
PRODUCT
What size should I choose?
What size should I choose?
Check out the size guide on the product page or contact us for personalized advice.
How does the Gift Card work?
How does the Gift Card work?
Digital gift cards can be used online and (where applicable) in-store. They are non-refundable.
Customer service is available Monday to Friday, 9:00 to 18:00 CET.