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Customer Service

Shipping & Delivery

1. Our cut off point for dispatching orders on the same day that you place them is 1pm.

2. Most of our orders are delivered the next working day by DPD. Specific delivery times are outlined on product pages.

3. If you are not at home when delivery is attempted, DPD will leave a calling card with further instructions.

4. Delivery is only €7.95 all items to available to standard Italy addresses - Calabria, Sicily, Europe and any other offshore locations are excluded from this offer - Please see your checkout page for your delivery charge

5. Any item that you purchased from us can be returned if you change your mind, providing that the item is unused and in its original packaging. If you decide to send goods back to us, you will be required to arrange and pay for returning the item(s) You must request a returns authorisation code from us. Please see our returns policy for full details

6. A signature will be required on delivery of your item; you will be required to check the box of the item for any damage when signing for the item. In the unlikely event that your item is received damaged or missing parts we request that you notify us within 24 hours of delivery

Order & Cancelation

If, for any reason you wish to cancel your order with us, you are able to do so at any time before the goods are dispatched by e-mailing us with your name and order number at the following address: info@goldmoment.it

If your order is cancelled in writing before your goods are dispatched, no charges will be applied and a full refund will be processed within 14 days.

Once your goods have been dispatched, you are still able to cancel your order up to 14 days following receipt of goods.

In line with the ‘Consumer Contracts Regulation’ you have a 14 day cooling off period starting from the date the goods are received. If, before cancelling the consumer contract, you have acquired possession of the goods, you will be under a duty of care to restore those goods to us unused and in the original packaging. Whilst you are in possession of the goods you must take reasonable care of them. Please note that if the goods are not received by us in the condition they were sent in and the value of the goods have been diminished we reserve the right under the ‘Sale of Goods Act’ to deduct an appropriate amount from your reimbursement as fee for the damage.

IMPORTANT INFORMATION: - If, for the reason of cancellation, you return goods to us within the 14 day cooling off period, you will be required to arrange and pay for the carriage of these goods back to us. The rate of carriage will be dependent upon the weight of the specific item purchased from us and the courier used, however using a low cost courier delivering to our central warehouse from Italy. We estimate the cost to return an item will be €15 up to 10kg, €27 up to 25kg *

You have 14 days from notifying us that you are sending back your item for us to receive your goods. Following this period, you will not be entitled to cancel your order or receive any refund or replacement

The goods must be returned in an unused and, if possible, unopened condition and at your own cost within 14 days. We request that you attach a cover note on the outside of the package including your order details and reason for return intended for tracking purposes thus ensuring that there are no delays with refunding your payment. When returning goods we strongly recommend using a ‘signed for’ delivery service to ensure any goods arrive back to us safely.

You will receive a refund within 14 days of either us receiving the goods back in a unused condition, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner. We shall credit the total amount you paid for your goods including basic delivery costs* incurred by you for delivering the item to you initially, less any damage fee’s (if necessary) back onto the card you used to make payment.

* If you opted for a premium or enhanced delivery service we will only credit back to you the basic cost for delivering the item to you on a standard delivery service.

** These estimate parameters are based on using a low cost courier on 29.06.2014 delivering to our central warehouse from Italy

Please note - All products returned will be fully inspected to ensure they are returned in a new and re-saleable condition.

Returns Address

Please contact us with your order number and reason for return and we will notify you of the correct returns address to use. Upon request, we will provide you with a returns label relating to the product purchased and you will be provided with a unique returns reference number. Any goods returned to us without a returns label provided by us being clearly visible on the outside of the packaging will be rejected at the depot. We cannot be held responsible or liable for any goods sent to any alternative address other than the address provided to you when you request it.

Faulty or Damaged Goods

In the unusual event that you should receive goods from us that are damaged or defective, we politely request that you notify us within 24 hours at info@goldmoment.it to enable us to resolve your issue as quickly as possible.

Gold Moment Kids & Toys reserves the right to acquire photographic evidence of the damage/defect before progressing a complaint. This is in order for us to take the appropriate action relevant to your case and manage your complaint as effectively as possible. Once we have agreed that the product is faulty/defective/damaged we will reimburse carriage charges made by you to return the item back to us. The rate of carriage will be dependent upon the weight of the specific item purchased from us and the courier used, however using a low cost courier delivering to our central warehouse from Italy. We estimate the cost to return an item will be €15 up to 10kg, €27 up to 25kg *. Proof of delivery charges will be required prior to a refund being given. We reserve the right to pay only a reasonable amount for return postage costs.

Where deemed possible we will replace any faulty/damaged components / repair the product, rather than replacing the whole item. If we are unable to repair the item then a replacement will be issued, if a suitable replacement is not available then a credit note will be issued or a refund offered. A refund will not be automatically granted if the item is returned more than 14 days after the day of delivery. We will do our upmost to ensure that any goods received are suitable for use and in a satisfactory condition, and will endeavour to solve any problem as efficiently as possible. Failure to supply photographic evidence by e-mail or post may invalidate your contract with goldmoment.it.

Faults occurring under warranty: Where a product appears to have a fault within its guarantee period, Gold Moment Kids & Toys reserves the right to ask for photographic evidence. Failure to provide pictures will restrict warranty claims. Upon receipt of photographs your warranty claim will be dealt with as soon as possible. Where possible we will replace any faulty components rather than the whole item.

Warranty

Your warranty starts from the date you receive and sign for your goods and ends 6 months following this date unless we state otherwise in writing to you

You must operate your product in line with the manufacturer’s instructions and must not modify it

Your product must not have been lost, stolen, misused, neglected, stored not in accordance to manufacturers guidelines, subjected to deliberate damage, damage caused by fire, explosion, floods, lightning, storms, frost or other bad weather conditions, rust, corrosion or (unless explicitly stated on the product itself that the item is suitable for use with water) used with water

Your product must only be used in a domestic environment and used as such Weight restrictions and user guidelines must be followed

You are liable for any costs to the extent that the product requires routine maintenance, cleaning, servicing, cosmetic repairs (e.g. damage to paintwork, dents or scratches, minor material snagging)

We will always provide parts or repair an item to rectify any issues prior to offering a replacement product

Requests for the replacement of the product will only be considered where parts to rectify an issue raised cannot be provided due to either stock availability or the cost of parts being disproportionate to a replacement. This is solely at our discretion

Should a replacement not be available, we reserve the right to offer you a similar product of the same value

Should no similar products be available we will offer a credit note to the value of your initial purchase. This credit note will only be provided once the original product is returned to us and checked for signs of misuse in accordance to points 2 and 5 of these terms and conditions.

If misuse is deemed to be found no credit will be provided and the item will be returned to you If a product is to be returned to us for investigation, you the buyer will be required to arrange and pay for the return carriage back to us. In the case of a faulty product where misuse in accordance to point 2 and 5 is not apparent, a reimbursement up to the values specified in our returns policy will be provided

You must send us your proof of purchase prior to a warranty claim this will be in the form of an order confirmation email that you will have received at the time of purchase The warranty does not include damage or failure of the product due to incorrect assembly, replacement of consumer durables:- batteries, belts, blades, light bulbs and fuses, electrical plugs, tires, breaks, grip tape and stickers general and expected wear and tear and any item or accessory which was not included in the original packaging of the product

You cannot claim off your warranty should you be unsatisfied with the product for any reason other than fault following 14 days from receipt of goods. Please see our cancellation and returns policy for more information on cancellation of a sales contract