HELP AND FAQ

Below you will find questions and answers with information about the products, purchase, shipping, returns and warranty of products on sale on the Prosac Alwaysmile site.
For further information, please do not hesitate to contact us by e-mail info@prosacalwaysmile.com or by calling us on +39 0742/352680.

Who is Prosac Alwaysmile?

Prosac Alwaysmile is a garage brand that produces accessories and clothing. The products are sold on this site, in the official shop located in Via XX Settembre, 50 - Foligno (PG) and in some shops in Italy and abroad.
You can ask us which is the nearest retailer by contacting us by e-mail or by phone.

PRODUCTS

Do the products on sale on the site have a guarantee?

Yes, all products sold on the site have a 6-month warranty covering product defects. The costs of collection and shipment, repair and replacement of the defective product will be fully borne by Prosac Alwaysmile.

Is a size guide available?

The size guide is present and visible on the product page. It will not be present for accessories and for all unique size products.

Can I change the purchased product?

Yes, the products can be returned for exchange or refund within 14 days from the date of receipt of the goods.

How should I wash the purchased products?

The details for washing and care of the products are specified in the relative product details of the items on sale.

PAYMENTS AND REFUNDS

With which payment methods can I purchase the products on the site?

The payment methods available are: bank transfer, Paypal, credit card or payment on delivery. They can be selected during the site purchase procedure.

How will I receive a refund?

Any refund of a returned or defective product will be made using the same payment method used by the buyer at the time of purchase. If you wish, you can ask to receive a refund through other of the different payment methods provided by contacting us by mail or telephone number indicated above.

Is it safe to make an online payment?

On the site we use secure payment systems to keep the information that is provided during the transaction confidential. When you place an order and communicate your payment information, we use SSL (Secure Socket Layer) technology to protect information in transit. We will never have access to your credit card number, nor will it ever be stored in our systems.

ORDERS

How do I place an order on the site?

You can place an order by browsing the site through the various category pages and adding the products you wish to purchase in the shopping cart. Once added, you can proceed with the purchase of the products in the checkout procedure. You will be asked to create an account where we will send communications relating to your order, to enter an address for shipping the products and to choose the payment method among those available.
After completing the checkout phase you will receive an order confirmation with the summary both on the website and on the email indicated in the creation of your account.

Is it possible to cancel / modify an order?

An order can be canceled or modified only if it has not yet been processed and sent, by sending a request to the email address indicated above.
In the event that the product was already in transit, you can proceed with the return procedure within 14 days from the date of receipt of the goods.

I received a faulty or wrong product, how can I proceed with the exchange?

You can proceed with the change of the product by sending an email or by calling the phone number indicated above. The costs of management and shipping will be totally at our expense.

SHIPMENT

Who will ship my orders?

The shipments are entrusted to the express courier Bartolini throughout the Italian territory and to Bartolini or DHL in the foreign territory.

What are the delivery times and costs?

Shipping is free throughout Italy and takes place in 24/72 hours depending on the area.
For Europe, shipping takes place in 24/72 hours and the cost varies depending on the area.
For the rest of the world, shipping takes place in 3/7 days and the cost varies depending on the area.
The precise cost of shipping is indicated in the checkout phase depending on the geographical area in which to deliver the order.

Can I track the shipment?

The couriers we use send the shipment tracking codes by e-mail or SMS. You will be able to see all the information related to the shipment by consulting the dispatcher's website with the code you received.

What happens if I'm not present during delivery?

The couriers we use normally make two or three delivery attempts (depending on the geographical area). In case of non-delivery after two or three attempts, the package goes in storage and the courier will wait for more information to make a further attempt to deliver. So you will be contacted to agree on this information.

RETURNS AND REFUNDS

Can I return a product purchased on the site?

Yes, you can return it. To request a refund, or to change it with other products
you can contact us by phone or email to arrange the withdrawal of the product and any information on the methods of refund.

How much time do I have to make a return?

The will to make a return must be communicated within 14 days from the date of receipt of the product, by sending a communication via email to info@prosacalwaysmile.com or by calling 0742/352680.
Once the communication has been sent, you can agree with us how to return the goods and refund.

Do I need a valid reason to return?

No. As established by the Right of Withdrawal Directive you can make a return without specifying the reason within 14 days from the date of receipt of the goods.

How much does a return cost?

Returns are free throughout the Italian territory if made by the courier selected by us. We will agree with you a date and a pick-up time in which the courier will collect the goods. Once the goods have arrived in our warehouses you will be reimbursed by the agreed payment method.
As for foreign countries, the costs of return shipping have to be paid by the buyer who will have to return the product within 30 days from the date of sending the return request.
The refund will be made using the agreed payment method as soon as the goods have returned to our warehouses.

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