Pavonidea Frequently Asked Questions


1. REGISTRATION AND ACCOUNT MANAGEMENT
2. ORDERS
3. RETURNS
4. WHAT IS PAVONIDEA
5. TECHNICAL ISSUES

1. REGISTRATION AND ACCOUNT MANAGEMENT

Is the registration free?
Of course! The registration to our website is completely free. 

Will I receive newsletters after registering?
Yes. We will send you periodical newsletters to inform you about our exclusive picks, the new designers and the special discounts of the week. 

Can I cancel my registration?
Sure! All you need to do is changing your settings in the “My Account” section. Alternatively, you can communicate the unsubscription directly through the specific email instructions (reported at the bottom of every email) or writing to the email [email protected] Please remember that after unsubscribing you will not be informed any more on discounts or promotions and you will receive only transactional emails such as the order confirmation or the password recovery email.

How can I recover my password?
It happens to everyone! No problem, you just need to surf on the “Login” page and follow the instructions set by the “Request a new password” button. You’ll receive an email with a link to set a new password.

Can I change my email address?
Changing the email address is quick and easy. After logging in, click on “My Account” (on the top left) and modify the profile data. All the changes will be done by clicking on the “Save” button.

What is your privacy policy?
Pavonidea gives a top priority to data security. We treat your data according to the current legal requirements (Italian Lgs. D. n.196/03). Further information are reported on the Privacy policy area of this website.

2. ORDERS

How can I place an order?
After selecting the products that you like (or after having selected them from your LoveList) click the button “Add to basket” and “Checkout”. You will be able to set your billing and delivery information and decide which payment method fits better your decision. After having accepted the terms and conditions you can finalise your order and receive the email confirmation of your products.

How can I get a coupon code?
Pavonidea offers random special discounts on a regular basis. Make sure you keep in touch with us on every social channel (Facebook, Instagram, Twitter and Pinterest) and follow us through the newsletters to get the chance to save additional money on your purchases. However, since many products have limited availability, be aware that you may not be able to find the same products every day!
How to use coupon codes
Coupon codes give you the right to a discount on your order. Coupons may be limited in terms of dates and/or product category and/or minimum order - all this information is clearly stated together with the coupon code itself. The reduction will be applied immediately.

How can I save money and get additional discounts?
Pavonidea offers special limited sales every week. Through these limited time sales you will have the chance to save money, but remember: quantities are limited…

How long should I wait until the delivery of my order?
We carefully select every design product that you see on our website. Each product will ship according to the timing that is reported in its product description: delivery days can vary from 1 to 5 days for the products on stock. In case of orders including multiple products, take into account the longest delivery time stated, unless differently reported in the checkout page. Please note that some countries may suffer a longer delivery timing due to transportation issues.
The Pavonidea team is always striving to comply with the stated delivery dates, however there are cases when we cannot control the entire supply chain: should the delivery be delayed, we will make it up to you through a special customised discount.
In case of any doubts or questions please refer to the email [email protected]

How can I check the order status?
To verify the order status you can access the “My account” area and click on the “My orders” section, where you will see the order production phase. We will notify the delivery 72 hours in advance by emailing you at the address you state while ordering.

What payment methods do you accept?
You can pay by the main credit cards or through your Paypal account. We suggest you keep your credit card close to you to speed up the payment process, so that you are sure you get the best limited deals on time.

What is the delivery cost?
Delivery costs depend on the volumetric weight of each product.

In which countries do you ship?
We ship almost everywhere in the world. You will be able to select your country during the order process. Please note that some countries may suffer a longer delivery timing due to transportation issues.

How should I act upon delivery?
We do our best to identify the best transportation partners for every country. However, we suggest you follow these steps during the order reception: (i) please check that the products in your box are as many as reported on the delivery note; (ii) please check the packaging entirety and note every sign of visible breakage.
In case you think something might be wrong, please make sure you sign the delivery note as “accepted under reserve” and report, if possible, any alleged damage.

Who will take care of the delivery of my order?
Pavonidea grants an easy and pleasant shopping experience in any phase. We have an internal logistics service located in the northern area of Italy and we do our best to identify the best transportation partners for every country. Each transportation service provider will be selected based on its track record in handling fragile products.

How can I contact you?
In case of any doubts or questions please refer to the email [email protected] If you prefer to talk on the phone, please let us know by email and we will get back to you as soon as possible (usually within 12 hours on business days).


How can I request an invoice?
After placing your order you will be sent the related invoice via email. The invoice will include all the relevant information on your purchase. If you need a VAT invoice please see the related question.
Tax information and VAT invoices/refunds
The prices of our products include VAT. If you are interested in trade purchases or if you need an invoice for tax free shopping for non-EU residents please provide us with all relevant details before placing your order, by emailing [email protected] We cannot issue or modify an invoice after the order has gone through.


How can I save the products I love in order to check them later?
You can save your favourite products by adding them to your personal WishList. Just click on the little heart you can see in every product page. Be aware that many products have a limited availability, therefore you may not find them in your next visit to Pavonidea.

3. RETURNS

How can I ask for a product replacement or for a refund?
No worries! Please follow the following simple steps to return products in an easy and quick way.
Return policy is written in accordance with the current Italian Law.

What can I return and how?
You may return any eligible product you have ordered within 10 days from the receipt of the product(s). The return policy does not apply to those products that are customised and/or manufactured on a single order basis (Lgs. D. 6/9/2005 n. 206). This detail is reported in the description provided in each product page.
The returned product(s) must be in their original conditions and properly packed, possibly in their original packaging. If the original packaging is broken or not available, you must use an appropriate alternative package for the return of the product to the Pavonidea warehouse.
Please make sure you include in the package a copy of the delivery note detailing the returned product (or products) and the reason of the return.
If you are unable to return the product, please write to [email protected] and we will help you in organising this process with our logistic suppliers.

In case of missing or faulty product(s), Pavonidea will replace the product(s) according to the product(s) availability.

How will I get my money back?
Return generates a 100% product(s) cost refund.
If the product(s) is missing or faulty, Pavonidea will also refund the returning delivery costs.
The refund can be settled through bank transfer or Paypal. Please let us know the payment period you prefer by contacting [email protected] Partial returns will correspond to partial refunds.
Pavonidea will refund the amount according to the chosen payment method within 48 hours from the moment the package gets to the Pavonidea warehouse.
The refund on your bank or Paypal account will be available in a few days according to the bank timing.

What kind of warranty will cover the products I want to buy?
The Pavonidea team checks, on a random base, the product(s) before its shipment. However, the client always benefits from the product legal warranty given by each producer. Pavonidea doubles this legal warranty with a special additional warranty policy (“Satisfied or Refunded”), valid for thirty (30) days after delivery (this warranty does not apply to those products that are customised and/or manufactured on a single order basis). The legal warranty policies are governed by the Italian Law. The legal warranty is reserved to consumers: it therefore applies solely to any natural person concluding a legal transaction for a purpose that cannot be ascribed either to their commercial or independent professional activities. According to it, in the event of defective products the client has the right to have it remedied (delivery of non-defective goods), to cancel the order or to receive a price reduction.
The product(s) which the user claims as defective should be sent to Pavonidea – Via Enrico Fermi, S.N. 23040 Suisio (BG), Italy. Pavonidea will evaluate the existence or otherwise of the claimed defect. Pavonidea hereby reserves the right to ask the client to enclose the invoice and/or transport document or any other document that proves the date of purchase.


4. What is Pavonidea?

Who are you?
Pavonidea is the leading italian manufacturer of kitchen accessories, silicone molds, cake tools and cake decorating tools.

How can I contact you?
You will always get a prompt answer from our customer service team! For any question please refer to the email [email protected]


5. TECHNICAL ISSUES

I have a technical problem. How can I contact you?
We are obsessed with granting you the best website experience, however we know that inconveniences happen. Please make sure that your browser is fully updated. In case of any problems, please email [email protected]