Do you have a question?
HOW TO ORDER
How can I place an order?
1. Put the items you want to order in your shopping cart.
On each product there is a button called "Add to Cart." When you click it, the item you want to purchase is placed in your cart. You can always update the items in your cart by changing the order quantity, adding or deleting items. Make sure that only the items you wish to purchase are in the cart before finalizing your order.
2. Checkout / Go to checkout
You can always view your shopping cart in the upper right corner of the page. Clicking on it will take you to the check out page, where you can finish your order.
If you have a discount code, you can apply it at checkout. If you already have a customer account, you can log in with your e-mail address and password. Otherwise, you can register as a new customer by clicking the box at the bottom of the page, or place your order as a guest without creating a customer account. Of course, your information is secure and we will only share it with our partners for shipping and delivery of your order.
By default, we use your billing address for shipping. If you want your order to be shipped to a different address, select "Ship to a different address" and enter your new shipping address. In the next step, you can choose your preferred payment method.
3. Complete your order
Once you have confirmed all your information and have read and accepted the Terms and Conditions of Sale, you can complete your order.
Click "Complete Order" to confirm your order. Now all that's left to do is wait for delivery; we'll make sure to ship your order to you as soon as possible!
Is it possible to change my order after placing it?
Unfortunately, orders cannot be changed after they have been processed. If you would like to add multiple items, please place those items in your cart and place a new, separate order.
If, on the other hand, you want to remove some items from an already confirmed order, please contact our Customer Service Department, they will be at your disposal to find a solution to your request.
Where can I find an overview of my orders?
You can view the overview of your orders only if you have created an account. The overview can be found in the "Account" section under "My Orders."
What advantages do I have by creating an account?
In your account you can have a complete overview of all the orders you have placed, easily and independently manage your billing and delivery address information, setting it as an automatic choice for your next purchase, without having to re-enter the information.
What can I do if I want to cancel my order?
Contact our Customer Service Department, if the order status allows it will be possible to cancel it before it is processed.
How can I change my delivery address after placing my order?
Generally, we are unable to change and/or update your shipping address once we have processed your order. However, you can always contact Customer Service to see if we can accommodate your request the address change will depend on the status of your shipment and the specific courier regulations.
How can the invoice be requested?
You can request an invoice directly in your shopping cart, choosing the corresponding option and entering the VAT number and the required data. For the issuance of the invoice, the information entered in the registration form will be used, so pay attention to the data: once the invoice is issued, it will no longer be possible to change them. The invoice will be sent by e-mail when the courier takes the order. In addition, you will find the invoice in your tax drawer because it is sent electronically, as per current regulations.
PAYMENT
Can I pay on delivery of the products?
No, it is not possible to choose the "Cash on Delivery" payment method.
What payment methods can I use?
You can pay for your order with one of the following payment methods:
- Credit card (Visa, Mastercard, American Express)
- Klarna for orders of €100 or more
- PayPal
- Apple Pay
- Google Pay
- Bank Transfer
Why did the payment fail?
If you do not see the final thank you page for your order and have not received the order confirmation email, it means that the payment was not successful. The reasons could be as follows:
- your credit card is not among those accepted (Visa, Mastercard, American Express)
- the credit card has expired
- the credit on the card is insufficient
- some data such as card type, number, CVV security code or validity date were not entered correctly
Check the information again and if you have any further difficulties contact our Customer Service Department.
Is Credit Card payment and charging safe?
All electronic payment methods on the site are completely secure, credit card data are protected from unauthorized access by SSL ('Secure Socket Layer') encrypted data transfer, not accessible to third parties.
SHIPPING AND DELIVERY
How can I track the shipment of my order?
As soon as your order ships, you will receive a shipping confirmation e-mail containing the tracking code linked to your order and reference to the courier company.
With this code you can track and check the status of your shipment at any time.
How quickly will I receive my order?
After placing the order, our warehouse will proceed to prepare the purchased products, you will receive a shipping confirmation email when the order is placed for shipment.
In Italy, delivery time may vary from 1 up to 3 working days depending on the delivery area. In Europe from 2 up to 7 working days depending on the destination.
Where is my package shipped from and which courier will deliver it?
Your package will be shipped from our warehouse located in Mirandola, MO, Italy. All packages will be picked up and shipped by TNT FEDEX courier.
In which countries does RI.MOS. VET delivers?
RI.MOS. VET currently delivers to Italy and all EU countries.
If you would like to receive our products in another country, please contact us to notify us of your destination and we will see if it will be possible to include it among our shipping addresses or provide you with a custom quote for delivery of your order to a country not currently handled.
I live in Switzerland. Can I still order from RI.MOS. VET?
No, currently shipping to Switzerland is not available, please contact us for a custom quote for delivery of your order.
What are the shipping costs?
In Italy, shipping costs are €7.00. If your order exceeds the threshold of €39.00, your delivery will be free.
In Europe, shipping costs are €12.00.
What can I do if I have not received my order within the expected delivery time?
We are very sorry!!! Please try to double-check the shipping status of your order through the tracking code to see if your package is still being delivered or if, possibly, it has been delivered to your neighbor or to a courier stop. If not, and if your tracking information has not been updated in the last 5 days, you can contact our customer service department by email for support.
I received my package but some items are missing.
We are truly sorry for the inconvenience! If any items are missing from your order, please contact customer service by email immediately, and they will be available to find a solution as soon as possible.
Can I change my delivery address after placing my order?
Generally, we are unable to change and/or update your shipping address once we have processed your order. However, you can contact our Customer Service Department to see if it is possible to proceed with your request, the possibility of the change will depend on the progress of the shipment and the specific courier's regulations.
RETURN AND REFUND
I received one or more damaged item(s). What can I do?
We are very sorry that you received damaged items. Unfortunately, it may happen during transportation, please contact us by email attaching photos and we will take care of the rest.
Can I return one or more products?
We are sorry that you want to return one or more items in your order From the time you receive your order, you have 14 days to return your damaged or wrong products. In this case, please provide your order number and photos of the products to our Customer Service Department.
You will find more information on this topic here in the Returns section. If you have other questions, for example about returning products that have already been opened and/or used, please contact our customer service department.
As a reminder, products returned as an afterthought, or due to receipt of the wrong product or a purchase error, must be undamaged and still with the cellophane.
What can I do if the package has been returned to the sender?
If the tracking information indicates that your package was returned to the sender, it may be due to the 'address being incorrect or incomplete, so the courier was unable to locate you and deliver your order.
Contact our Customer Service Department with your order number, tracking number, and full delivery address (recipient's name must be the same as the name on the doorbell). We will send you a new package as soon as possible.
Return with refund
If you have made a return with refund resolution, the refund will be made within 14 days from the date of receipt at the warehouse. As soon as the return is received and checked by the Quality Control department, we will send you a confirmation email.
In case you have paid the standard shipping charges and decide to return the order in full, these will NOT be refunded.
The refund is usually made if quality control confirms what was stated in the return request and is usually made on the payment method used at the time of purchase.
PROMOTIONS AND DISCOUNT CODES
How can I use a discount code or voucher?
A discount code is a coupon that is provided to you to take advantage of special promotions. The conditions for obtaining such a code will be communicated to you through a special newsletter at special events.
If you have a discount coupon, all you have to do is enter the code in the "do you have a discount code?" field that you can find on the order conclusion page: the discount will be applied and displayed automatically.
Why is the discount code entered not working?
Discount codes have precise rules regarding their use, such as minimum cart amount, type of brand or products purchased, validity period, and non-cumulability with other promotions. In case an error message appears when entering the coupon, verify that the order meets the criteria for the validity of the promotion and that you have typed the characters of the discount code correctly. If after verification the code is still not accepted, report the problem to our Customer Service Department.
How to apply discount coupons?
Discount codes entitling to a discount are calculated only on the amount of products, excluding shipping and other services.
Can 2 discount coupons be used for the same order?
Some coupons can be combined, others cannot. Follow the information you are given when you receive the coupon to learn the rules for its use.
Are there Gift Cards RI.MOS. VET?
No, Gift Cards are not currently available for sale.
ACCOUNT MANAGEMENT
How can I delete my account?
We are sorry that you want to leave us. If you want to cancel your account, please contact our Customer Service Department and we will handle your cancellation request.
I forgot my password. What do I do?
It can happen, just click on "Forgot Password" in the login section and you will be able to reset your password. If you do not receive the e-mail, you can contact our Customer Service Department, which is available to help you solve the problem.
I would like to receive newsletters, how do I do that?
We are happy that you would like to learn more about RI.MOS. VET and about our products!
You can enter your e-mail address in the box at the bottom right of the web page. You will then receive an e-mail to confirm your subscription. Be sure to check your spam folder as well. After confirmation, you will begin receiving our newsletters.
You can also sign up during account creation at order completion by checking the "Keep me updated on news and exclusive offers" box below the email field.
I don't want to receive newsletters anymore, how do I do it?
You can unsubscribe from the newsletter by clicking on the link you will find at the bottom of each e-mail we send you that says "Unsubscribe." If this link does not work, please contact our Customer Service Department.
FEEDBACK AND REVIEWS
How can I give feedback on products and services?
We are always happy to receive feedback from our customers, it allows us to improve and grow!
You can leave a review of our products and services on Trustpilot by clicking here. In addition to providing a star rating from 1 to 5 indicating your satisfaction, you can write a short comment expressing your opinion not only on the quality and effectiveness of our products, but also on the helpfulness of our Customer Service or the speed and reliability of shipping.
What should I keep in mind when giving feedback on a product?
The most important thing is to be honest! Your feedback can be a great help to those who read it. Your opinion is also important for us to further improve the assortment, products and services of our ecommerce. With your feedback you also help those who are interested in the products and are looking for confirmation about their effectiveness and quality.
Where can I find reviews on the services and products RI.MOS. VET?
You can find reviews and opinion of those who have already tried our products and used our services on Trustpilot by clicking here. You will discover the experience of those who have already purchased from RI.MOS. VET, from the effectiveness and quality of the products to the speed of order preparation and shipping.
INFORMATION ABOUT THE COMPANY AND PRODUCTION PROCESSES
Where are RI.MOS. VET products manufactured? Are they made in Italy?
The production site for our products is located in Mirandola, in the province of Modena, where the RI.MOS. manufacturing plant is located.
Are RI.MOS. VET products tested on animals?
No, our products are not tested on animals and do not contain products of animal origin. European cosmetic law has prevented testing of cosmetic products on animals since 2004.RI.MOS. VET does not commission tests on animals and has decided not to display this information on the packaging so as not to boast a regulated action at the European level that everyone must abide by.
TECHNICAL AND OTHER PROBLEMS
I can't display the site properly, how can I do it?
Viewing problems may depend on an outdated version of the browser (Internet Explorer, Mozilla Firefox, Google Chrome, or Safari) you use to browse the site, or on temporary updates. For proper navigation of the site, we recommend that you update your browser to the latest version available by clicking Options in your browsing browser. If the problem persists, please contact our Customer Service Department.
Any other questions?
You can contact our Customer Service Department here! We will be super happy to help you.
Can't find the answer?
Our team of experts is at your disposal.