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Jacopo Larcher - Strange Heroes
Placing an order on La Sportiva is quick and easy!
If the product you wish to buy is displayed on our online catalogue, just select the information requested in the product page and click on "Purchase"; if you have already registered an account on our online store, you will be redirected to the checkout page and guided through the whole purchase procedure. If you are a new user, you will be asked to insert some basic information for the creation of your account, and you will be then able to complete your purchase following our guided procedure.
After placing your order on La Sportiva, you will have the possibility to see all its details by logging in into your account, clicking on "My orders". From your account, you will see the date, the content, the amount and the delivery address of your order, and of course your order status. You will also have the possibility to contact our Customer Experience Team by clicking on the "Contact us" button next to your order, and make the Return procedure within 30 days of delivery.
If you placed your order as a guest:
please click on the following link and enter your order code and the postal code of your shipping address:
Here you can find the details of your order and its shipping details.
The design of this online shop and all the material contained within (for purely illustrative purposes: the trademarks, the logos, the HTML code, the scripts, the texts, the creative design, the images) are an integral part of La Sportiva Online Store and are protected by Copyright. Any unauthorized use of this content, including the copying, the inclusion of and the association with content not originating within this website is not permitted and will prosecuted via the utmost legal means.
Our Customer Service is at your complete disposal for any questions or concerns.
We will answer to your questions from Monday to Friday from 9 am to 5 pm GMT (London time).
Call us at your dedicated number displayed in our contact page, or contact us via email through our contact form.
If you are a returning customer, please insert your username and password to access the contact form.
If you are a new user, please register by clicking on "Register" and in just a few clicks you will be able to log in into your account and ask us all your questions!
Our Customer Service is at your complete disposal for any questions or concerns related to the Online Shop or online purchases. We will answer your questions Monday to Friday from 8 a.m. to 8 p.m. and Saturdays from 9 a.m. to 12 noon GMT+2 (Berlin).
Please have your order code ready when you contact us, we will be able to help you in a quicker and more effective way. Call us at the local dedicated number displayed in our contact form. Please note that our Customer Service is closed on the following days:
For offline requests or specific information on the products, we invite you to contact La Sportiva directly in the Contact section of the Company.
Our online store accepts payments by PayPal, Credit Card, Bank Transfer and Amazon Pay. You can choose one of these payment methods after the checkout. At no time we will be able to accept cash payments, either directly or sent by post. All payments will be remitted to Zerogrey S.r.l. a socio unico, who manages the online sales operations of La Sportiva Online Store.
Please note: This online shop operates from the European Union and all transactions are ultimately made in Euro (unless otherwise displayed). If you are paying using a different currency, the currency conversion will be based on the exchange rate of the day of the purchase. There is no extra cost for currency conversion.
PayPal permits any company or individual consumer who has an email address to send and receive payments in a safe, secure manner. Clicking the "Pay with Paypal" link will bring you to PayPal's secure website. Once there, if you already have a PayPal account, you can simply proceed to authorise your payment.
If you do not have a PayPal account, you can register for free and securely enter your credit card information (prepaid cards are also accepted). You will then be able to send order payments with the simple click of your mouse.
You can also use your current bank account to apply funds to your PayPal account, from which you can subsequently make payments.
The use of PayPal as an online payment tool is free.
On La Sportiva Online Store you can securely pay by credit card, we accept the following cards: Visa, MasterCard, American Express, Diners Club, JCB, Laser Card and Maestro.
The payment occurs over a secure server (SSL) with a 128-bit encryption key. Over this secure system, your credit card information is sent directly to the applicable banking authority over a secured, encrypted connection.
No individual within Zerogrey S.r.l. a socio unico, La Sportiva Online Store or over the Internet will have access to your credit card information during and after the moment of purchase.
Your transaction will appear on your bank statement with the description La Sportiva - Zerogrey. The total amount of your order will be reserved immediately on your credit card and afterwards debited on your account.
Orders paid using credit cards are processed faster than those paid via Bank Transfer, as communication of the payment to us is instantaneous.
You have the option to pay for your purchases using a national Bank Transfer. To make a Bank Transfer, please follow these steps:
IMPORTANT: Make sure to include only the "payment reference number" or unique transaction code in the description or reference field of your bank transfer form and no additional information and to use the Beneficiary Name provided. If the bank details used differ from the ones we provided, it might not be possible for our bank to receive your payment and process your order.
Your order will be processed once the payment has been received and confirmed by our Bank. This usually takes an average of 3 business days although this may take up to 10 business days. As banking delays are beyond Zerogrey's control, we are unable to reserve stock during this period. If you require a faster service, we suggest to choose Credit Card or PayPal as an alternative payment method.
Customers are required to pay all banking costs related to their bank transfer. Failure to do so will result in refusal of payment and shipping delays.
Please note that administrative costs will be covered by the online shop. However, shipping costs to return the items to our warehouse, whether by courier or postal service, are solely payable by the customer. You will be refunded for the value of the returned product/s only.
This online shop operates from the European Union and, as such, all transactions are ultimately made in Euro. If you live outside the Euro zone, the Euro value of the product will be converted into your currency on the day the refund is processed.
IMPORTANT: Returned products that were paid for via national bank transfer will be refunded only by bank transfer. To allow us proceed with the refund you will have to insert your bank details directly into the Return form.
The refund will be processed after the returned product/s arrive in our warehouse and the quality check has been fulfilled. Please note: If you paid by credit card, refunds can then take up to 4 weeks to appear in your bank statement. Also, please be aware that the refund will appear in your statement under the name La Sportiva - Zerogrey.
If you change your mind, you can return your items within 30 days of delivery. Returned products must be unworn, unwashed and unaltered. No refunds or exchanges are possible for customized products. Returned products must have all the original tags and labels attached and be in their original and integral packaging, including La Sportiva box. The return shipping label should be placed on the package and not on the original product packaging.You must complete the online Return Process through your account to register your return on our system (see section "Returns" for more details). If you placed your order as a guest, please go to the following link and enter your order code and the postal code of your shipping address to register your return request: /eshop/orderview/action/trackAnOrder/ If your return do not comply with our Return Policy, it will not be possible to accept it and we will send the items back to you with no credit.
You can return any product within 30 days from the delivery date and be refunded for the full price of the returned items.
If you are a registered customer, here are the steps to follow to request a refund:
The "Refund product" button will be visible once the status of your order is set to Delivered.
If you placed your order as a guest:
For both registered and guest accounts:
Your refund will be issued once the parcel has been received by our warehouse, the quality check has been carried our by the quality check department and the return has been processed.
If you are a registered customer:
Both for registered customers and guest accounts:
Please bear in mind that you can request an exchange for a different size and/or colour of the same model you ordered. If you wish to receive a different model or style, please select the "Refund product/s" option and you can place a new order.
Please note that some products come in one size/colour/length only. These products can therefore not be changed for a different size/colour/length/etc. Should the item you have selected for exchange not being available, we will automatically issue the refund of the price of the item.
Your exchange will be sent out at our costs after the warehouse has received your parcel and carried out the quality check of the returned items.
For any issues with the product received, please contact our Customer Experience Team before sending the items back: we will be glad to offer you an appropriate solution.
If you wish to send your order back, we remind you that the shipping costs to return the items to our warehouse, by postal service or courier, is solely payable by the customer.
We suggest you to choose a trackable service, so that it is possible to track your parcel until delivery, and to keep the return receipt to allow further checkings, if needed.
However, La Sportiva Online Store will pay to ship the new product/s to you in case of an exchange, as soon as your return has been received and processed by our warehouse.
In order to ensure prompt and timely delivery to our valued customers, La Sportiva Online Store cooperates with the best express delivery services available. Delivery services are selected according to the destination of your shipment, as well as the type of the product(s) being shipped. A list of Countries and the estimated basic costs can be fount under “Countries and costs”.
The shipping costs listed here might change according to the quantity of purchased items and the volumetric weight of your parcel.
The final cost of the shipment will be listed in your Shopping Cart before the payment and will be added to the total amount of your order on the Checkout screen.
The total amount will be charged to you upon your confirmation of payment.
No additional amount should be paid to the courier at the moment of delivery.
Please note that the below are starting estimates and can raise depending on final weight of parcel. The exact amount will be displayed at the checkout before you pay.
Orders are processed 24 hours a day, 7 days a week and are prepared by our warehouse between 9am and 5pm GMT Monday to Friday. Orders placed after 5pm on Friday evening will be prepared the following Monday.
Please be aware that first-time buyers may encounter processing delays due to necessary identity and information clarification.
Please note that we cannot guarantee that it will be possible to make any change to orders which have been paid for and entered our system.
In order to review and verify the information related to your order, please login into your account on this website and click on My Orders. In the section "My Orders", click on your order number to view your order details.
In order to follow the initial progress of your order through our system, you can view its "Status" beside each order number in "My Orders". Once the package is sent, you will receive a tracking number. You can enter this number on the courier's homepage to track the real-time shipping status of your order from initial shipment to arrival.
In general, shipments to Italy are delivered within three/four days.
Shipments to the rest of the European Union take approximately five/six days.
Shipments to the rest of the world take approximately six/seven working days (not accounting for customs delays).
There are no additional custom fees or duties on products shipped to countries within the European Union. Customers will not have to pay anything extra on receipt of their products.
Shipments to destinations outside the European Union are exempt from Italian Value Added Tax. However, they are subject to import taxes or customs duties, that will be determined when the package reaches its Country of destination. Such customs duties are solely payable by the receiver of the package, who will pay said fees to the courier or to the proper governing authorities. We are not responsible in case of foreign taxes or customs duties, these will be customer's responsibility.
As above, products shipped to the USA are subject to custom fees and import duties. The receiver of the package is responsible for paying these fees. Also, US customs require that the receiver provides a social security number or Non US Citizen Import Number - CBP Customs Border Protection Assigned Number. Please note that orders over 250 dollars may experience slight delays in US customs.
We are not responsible in case of foreign taxes or customs duties, these will be customer's responsibility.
The onus is on the customer to ensure that their package clears customs by providing customs with all the necessary information and/or fees. If your package does not clear customs, it will be returned to our warehouse.
IMPORTANT: If you requested an exchange of the product you originally ordered, the new shipment is still subject to import taxes/duties from the International Customs Authorities and these will be customer's responsibility.
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