FREQUENTLY ASKED QUESTIONS
Last Updated on September 20, 2016
Q: How should the browser be set-up for an optimum use of OWO’ S WEBSITES’s services?
A: OWO’ S WEBSITES’s Web site is fully compatible with Imost commun browser To be able to use all the features of the Web site, it is advisable to set a screen resolution of 800×600 pixels and a colour depth of at least 16 bits.
It also very important to set-up the browser so that the client in use accepts the “cookies” sent by our server.
Q: What is a “cookie” ?
A: A “cookie” is a text file stored on the PC of the user connected to the Web.
This text file contains information on the identity and preferences of the user.
This technique enables to track all users, including occasional ones, of a Web site.
Q: I had seen a product I was interested in, but can’t find anymore. Why?
A: OWO’ S WEBSITES updates its online catalogue on a daily basis, guaranteeing its availability within reasonable time frames. Therefore, a product may “disappear” from the site, sometimes only for a short period of time.
Q: How can the products purchased from OWO’ S WEBSITES be paid?
A: Customers can pay for their products by credit card (VISA, MasterCard), but also by BANK TRANSFER (subject to a few limitations).
The payment method can be selected at the end of the online purchasing process, in the “summary window” that displays summarized data on the content of the shopping cart along with the total.
The cost of the purchased product corresponds exactly to the one displayed on the Web site after completing the order.
Customers who choose to pay by bank transfer must send a copy of the bank receipt to fax number +39 050 9335209.
Q: I would like to pay part of the order by credit card and part by instalments. What do I need to do?
A: Unfortunately, our banking system does NOT accept payments by instalments for parts of an order.
Therefore the payment method applies ONLY to the whole amount of the order.
Q: Can orders be made by e-mail?
A: Unfortunately, we do not accept orders by e-mail, but only those made using the online procedures made available on www.owo.it For assistance on the placement of orders, it is possible to contact our Ordering Centre by phone (+3+39 050 791 7449 ), by e-mail (info (at) owo.it) . It may be necessary to provide a contact telephone.
Q: Can orders be placed telephonically by providing the credit card details?
A: No, DesignToady’s operator is authorized to receive orders telephonically. Therefore, our operators are not authorized to accept credit card details from customers on the phone. This confidential information is supplied by customers directly to the bank that manages this kind of transactions through a secure server (SSL protocol).
Q: Can orders be placed by fax by providing the credit card details?
A: Orders can be sent by fax. In this case, it is necessary to provide all the credit card details (number, date of expiry, VCC code and holder), the data of the purchaser including a telephone number and a copy of an ID document. All data will be handled as confidential information and immediately destroyed after the delivery of the goods.
Q: I would like to purchase product XYZ. How long will it take for it to be delivered?
A: Our delivery time range from 24/48 hours to a max. of 20 days. After the placement of the order, customers will receive a message detailing the products ordered, the delivery address indicated on the order form.. If the products cannot be delivered within the agreed date, customers will be immediately contacted by the Customer Assistance Service.
Q: How does delivery take place?
A: OWO’ S WEBSITES uses leading national and international forwarding agents. All deliveries of big/bulky items are automatically kerbside deliveries. Should you wish to be delivered to your flat or into you house, this is possible on request with extra delivery charges. In order to get a quote for this type of delivery, please contact our customer service. Please note that if there is no suitable access for the lorry, the order will be delivered to the kerbside.
Q: I would like to purchase a product from OWO’ S WEBSITES, but I live abroad. Can I still make the order?
A: OWO’ S WEBSITES can deliver its products world-wide.
Q: Are there additional charges?
A: Deliveries to countries outside the European Union are subject to the regulations applicable in the country of destination. Our deliveries are made on a DDU (Delivery Duty Unpaid) basis, which means that customers must pay all clearance and customs duties. For deliveries outside the European Union, taxes and customs fees will be charged to the delivery address and will be requested at the time of the delivery.
The bill will be sent with the parcel unless the delivery and invoice address are different.
Q: Do prices include VAT (Value added tax)?
A: Prices include VAT for all countries members of the European Union. For all other countries, prices are net from taxes.
Q: Does OWO’ S WEBSITES offer businesses a special price list?
A: yes we do; please ask to our customer service.
Q: I would like to make the order as business. It is possible to request an invoice for the purchased product?
A: All OWO’ S WEBSITES’s orders are delivered with an invoice. To purchase products as a business, it is sufficient to indicate, in the relevant section of the order form, the corporate name and VAT registration number.
Q: It is possible to request an invoice in a name other than the addressee?
A: This is not a problem. During the order placement, it is necessary to insert, in section Summary of Purchaser’s Data, the invoicing data (data of the company or professional, inclusive of VAT registration number) and indicate the addressee’s data in section Destination of products on the following page. Products can also be purchased with a credit card bearing a different name as compared to the person making the order.
Q: Is it possible to ask the forwarding agent to hold the products in storage?
A: Yes, it is possible to ask for the products to be SENT AND STORED in the closest forwarding agent’s office. This type of delivery must be agreed, at the time of the confirmation of the order, with our Ordering Centre, within 24 hours from the online placement of the order.. This service is available with extra costs that ‘ll be settle with the local forwarder.
Q: When I try to order a product, the shopping cart always appears empty…
A: This problem generally occurs when the customer uses a browser where the acceptance of cookies has been disabled. The enabling of this feature is essential to allow OWO’ S WEBSITES’s Web site to correctly manage shopping carts. For further information on “cookies”, refer to the Online Help of the browser in use.
Q: I am unable to correctly complete a transaction by credit card…
A: To correctly perform a transaction using the ordering form with payment by credit card, it is essential to follow these simple steps:
Verify that the type of credit card used for the purchase is accepted by OWO’ S WEBSITES (MasterCard, American Express, DINERS CLUB, VISA – ATTENTION: VISA Electron cards are NOT accepted) Enter the 16 digits of the credit card, as shown on the credit card itself Correctly insert the date of expire of the credit card (month and year), as shown on the credit card itself, The VCC code and your persoanl code. Click OK to confirm the transaction and send the data, in encrypted form, to the Web site of the bank that is responsible for checking the limits of use of the Credit Card. The authorization of the purchase will be communicated by e-mail within approximately 60 minutes.
It is useful to remember that the transaction with credit card IS CARRIED OUT on the Web site of the bank in secure mode (SSL). Therefore, OWO’ S WEBSITES CANNOT CONTROL, for safety and privacy reasons, the data entered on the purchasing form with credit card (number and date of expire). This also means that OWO’ S WEBSITES HAS NO INFORMATION on the reasons for which a request may be rejected.
The most common reasons of rejection are:
Use of a credit card that is not accepted by our system
Mistake in the data entered
Exceedance of the credit card limits
In the latter case, the availability of a card may be “frozen” by the bank for a few days and in relation to a specific amount, if the proprietor of a card has an online transaction in progress with an e-commerce service, even if this transaction has not yet been finally terminated (i.e. the order has been forwarded but not yet executed). In some cases, the transaction may be rejected because of saturation problems on the information systems of the bank. If there are no errors in the data, it is advisable to try repeating the transaction a few hours after the unsuccessful transaction. If the problem reoccurs, it is advisable to contact directly the issuer of the Card to verify there are no problems related to its functionality and try and repeat the order after performing this check. If the transaction is unsuccessful even in this case, it is possible to contact our Customer Service (E-mail: firstname.lastname@example.org). Our personnel will take all the possible measures to try and promptly solve the problem.
Q: I have seen a product sold by OWO’ S WEBSITES on another site, but its price in the shopping cart is different. Which is the correct price?
A: OWO’ S WEBSITES updates its online catalogue every day. Unfortunately, linked sites and the shopping areas where OWO’ S WEBSITES promotes its products cannot guarantee a correct updating of the information relating our products. As orders can be made only on the site www.owo.it, the actual price is the one indicated in the corresponding section of our site.
Q: Is it possible to request more detailed technical specifications on the products of Owo’s catalogue?
A: The technical specifications that illustrate the products and that are part of Owo’s online catalogue have been created using the technical specifications provided by the manufacturers. We cannot therefore supply additional information. To request further information on a product, it is advisable to try visiting the Web site of the manufacturer. The URL addresses of manufacturers, if available, are shown in the showcase area of Owo Web site.
Q: It is possible to know whether a product XYZ is available?
A: The online catalogue of owo is continuously growing. owo’s updates its online catalogue every day, displaying only the products for which it can guarantee availability. For this reason, it is not possible to guarantee the availability of products that are not included in the catalogue. For information regarding a specific product, it is advisable to carefully browse our online catalogue using the search functions available:
Q: It is possible to order a product that is not included in the catalogue?
A: For this type order, it is necessary to contact directly our Support Centre E-mail: info (at) owo.itTelephone: +39 +39 050 791 7449
Q: I have completed my order on owo.it today. When will I receive the product?
A: Products are delivered in accordance with our procedure. Our Customer Care will contact customers by mail confirming the availability of the product ordered and providing more information on the delivery
Q: It is possible to display a summary of the orders on owo’s webstore? (For registered users only)
A: To correctly display the history of orders, it is sufficient to access your personal page , enter the registration data (e-mail or UserID and password) and select option Order History.
Q: Is the forwarding agent, who delivers owo ‘s product, also responsible for its installation?
A: OWO DOES NOT foresee, at present, any installation service for its products, but only guarantees their delivery to the home of the customer.
Q: What needs to be done upon receipt of the products?
A: Upon receiving the products from the forwarding agent, it is always advisable to verify that: The number of packages being delivered corresponds to the one indicated in the shipping list The package is integral, undamaged, dry and shows no signs of tampering. Damages or missing items or information should be immediately reported to the forwarding agent who performs the delivery.
Q: The shipped goods are damaged, what should I do?
A: The Customer shall check the content, the conformity and the condition of the Product(s) on delivery thereof.
In the event of delays, damages, total or partial losses, or any problem whatsoever, the Customer shall express all reserves and complaints which would seem justified, even to refuse the parcel.
Therefore, Owo advises the Customer to check the condition of the Products upon delivery and before signing the acknowledgement of receipt of the parcel.
If the Customer notes any damage, he shall reject the Products or issue handwritten, precise and dated reservations. These reservations must be confirmed by registered letter with recorded receipt sent to the carrier within three (3) working days following the delivery date of the Products. A copy shall be sent to Owo.
Q: How can I change my personal data on Owo?
A: All data entered in your personal registration can be changed at any time by opening section Your Data on the personal page.
Q: I am a registered user and I have changed my e-mail. I would like Owo to send me the news to my new e-mail…
A: To change personal data, including the password and e-mail, it is necessary to log in. To open the personal page, it is necessary to enter, when the prompt is displayed, the same data used for the initial registration (i.e. the old e-mail address or User ID ) and correct them accordingly. The change of e-mail address does not generate a double registration but is simply regarded a change of the original one.
Q: It is possible to retrieve a password?
A: The password can be retrieved at any time through the automatic procedure. To retrieve a password, it is necessary to enter your User Id or your e-mail address and you must ask for your password. The password ‘ll be sent by e-mail to the address givern
Q: It is possible to cancel the receipt of Owo newsletter?
A: Owo newsletters are sent only to users who have requested this service on their personal registration page. OWO’s registration or the receipt of Owo’s newsletter can be cancelled at any time by opening the personal registration page on Owo. For reasons related to the compliance of current laws on privacy, all changes or cancellations of names must be made using our databases. Product specifications and changes Unless otherwise agreed between the Parties, the technical specifications, size, dyes, colours, pictures and drawings described in our online catalogue are for information only . Owo Italia srl shall not be held responsible for any change made by the manufacturers as deemed fit or necessary provided such changes do not alter the basic features of the products.
Owo Italia srl Viale Comaschi, 15 56021 Cascina (PI) VAT Registration Number IT014393040504 REA PI/128110 REG. IMPRESE PI/10072/98 Registered capital € 26,000 Fully paid-up
E-Mail: info (at) owo.it Tel: +39 050 791 7449
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