Faq

ONLINE BUYING GUIDE
PROBLEMS WITH THE ORDER
PAYMENT
PROMOTIONS AND GIFT VOUCHERS
DELIVERY
RETURNS AND REFUNDS
PRODUCTS AND AVAILABILITY
TECHNICAL ASSISTANCE
CUSTOMER SERVICE

1) ONLINE BUYING GUIDE

WHO CAN I CONTACT IF I HAVE ANY DOUBTS ABOUT THE PRODUCTS AND MY PURCHASE?

You can contact our customer service in the Contact section. We will soon be able to provide you with all the information you need.

HOW DO I CHOOSE THE RIGHT SIZE?

Consult the size guide on each product sheet.

DO I HAVE TO CREATE AN ACCOUNT TO PURCHASE IN YOUR STORE?

No, you can make your purchase by proceeding to checkout as a guest. However, we recommend that you register as a customer in order to take advantage of many benefits such as: tracking your orders, making return requests, joining the loyalty program.

HOW DO I ADD A PRODUCT TO MY SHOPPING CART?

After selecting the item, choose the colour and size and click on the "Add to cart" button.

HOW DO I PLACE AN ORDER?

By clicking on the shopping cart icon at the top right, you can access the list of selected products. If you have purchased two or more identical products, you will find them combined in the same line. On this page you can modify your order by deleting or adding products at any time. Each product in your basket can be modified by returning to the product page. When you proceed with your purchase, you will be asked to log in or continue as a guest and to enter your shipping address. Before making the payment you can enter a discount code if you have one. Finally, your order will be summarised and you can proceed to payment using your preferred method. You will be notified of the success of your purchase and will receive an order confirmation e-mail.

2) PROBLEMS WITH THE ORDER

I CANNOT ADD A PRODUCT TO MY SHOPPING CART. HOW DO I PROCEED?

Please check that you have selected the desired size and that it is available. Or contact our customer service in the Contact section.

I CANNOT COMPLETE MY ORDER. HOW DO I PROCEED?

Please check that you have filled in all the required fields and that you agree to the data processing. Or contact our customer service in the Contact section.

IS IT POSSIBLE TO CANCEL AN ORDER?

You can cancel your order by contacting our customer service at the number in the Contact section as soon as possible.

IS IT POSSIBLE TO MODIFY AN ORDER?

You can change the products in your shopping cart until you have made your payment. From that moment on it will no longer be possible to make changes to your order.

IS IT POSSIBLE TO CHANGE THE DELIVERY ADDRESS?

Unfortunately, it is no longer possible to change an order after it has been completed. We therefore advise you to arrange a different delivery location with the courier if the first delivery was unsuccessful.

3) PAYMENT

WHAT PAYMENT METHODS ARE ACCEPTED?

Payment can be made by Credit Card, PayPal and, in some countries only, Amazon Pay, Postepay, Bank Transfer and Cash on Delivery.
Credit Cards
We accept all major credit cards, including Visa and MasterCard. For American Express payments you must use PayPal.
The transaction is secure and hosted by Adyen's servers: we do not intercept or store your credit card information.
PayPal
You can pay via PayPal using your PayPal account.
The transaction is secure and hosted by PayPal's servers: we do not intercept or store customer data.
Amazon Pay
You can pay using your Amazon account.
The transaction is secure and hosted by Amazon's servers: we do not intercept or store customer data. "Amazon Pay" is a simple, fast and secure way to pay online and on mobile devices, using the information already in your Amazon account

I HAVE BEEN CHARGED A HIGHER AMOUNT. HOW DO I PROCEED?

By contacting our customer service in the Contact section.

IS IT SAFE TO BUY FROM YOUR ONLINE STORE?

When you buy from our online store, security is guaranteed. In the purchasing process, each page used to handle your credit card transaction is protected by the latest version of the SSL (Secure Socket Layer) protocol. This means that all financial information - credit card number, expiry date, etc. - is encrypted in advance through an SSL protocol. - This means that all financial information - credit card number, expiry date, etc. - is first encrypted using a particularly robust and powerful algorithm and only then transmitted over the network. When you enter your credit card details, the financial information is sent directly to the bank's secure site. Neither we nor anyone else will ever have access to your credit card details, thus ensuring maximum security.

CAN I PAY WITH A DISCOUNT/COUPON CODE?

You can pay with discount codes and coupons provided for promotions or special events. Always check its terms and conditions for validity. If everything is regular, enter the code in the checkout form.

CAN I BUY AS A COMPANY?

Yes, of course.

CAN I REQUEST AN INVOICE?

Yes, of course. You can enter your company details in the billing address.

VAT IN COUNTRIES OUTSIDE THE EUROPEAN UNION.

If you reside in a country outside the European Union, the purchase price to be paid is exclusive of VAT.

WHAT CAN I DO IF THE PAYMENT FOR MY ORDER HAS BEEN REFUSED?

If your payment has been declined, we cannot reinstate your order and you will have to place another order. We always advise you to check your card details and make sure that you have entered the security code on your card correctly. If the problem persists, we advise you to consult your bank.

WHEN WILL I BE CHARGED?

Immediately, if the card is authorised. If not, we will inform you that your bank has not authorised us to pay.

4. PROMOTIONS AND GIFT CERTIFICATES

I HAVE A PROMOTIONAL CODE. HOW CAN I USE IT?

You can enter it at the time of payment on the check out page. You will find a space where you can enter the code, click "Apply" and the amount to be paid will be automatically discounted. Before using the code, please check its validity.

HOW CAN I GET A PROMOTIONAL CODE?

By subscribing to our newsletter you will be kept up to date and can enjoy private promotions dedicated to our customers. Don't forget to keep an eye on our website as well.

IS IT POSSIBLE TO SEND A PAPER GIFT VOUCHER?

Sorry, we do not currently provide this service.

5) DELIVERY

IN WHICH COUNTRIES CAN I RECEIVE MY ORDERS?

Orders placed on Docksteps Online Store are shipped on the Italian territory by BRT, SDA, TNT or equivalent courier, on the Russian territory by SDA/EMS and in other countries by DHL, DPD, SDA or equivalent. At the time of shipment is communicated the tracking number to follow the path of the package.
The goods will arrive directly at the shipping address indicated in the order without having to pay anything in addition to what was paid at the time of the order, unless cash on delivery has been selected as the method of payment. The order can be picked up at our stores. By consulting the store locator when checking out, you can choose the nearest store where you can pick up your package. PLEASE NOTE: shipments are not made to P.O. boxes.

WHAT IS THE DELIVERY TIME AND COST?

Orders are processed in 1-3 working days after a product availability check and payment control. In case of errors, the amount charged may be refunded. Shipments are delivered in 1-3 working days in Italy, in 2-5 days in the other countries of the European Community and in 5 days in the United States, depending on the delivery area and the time the order was placed or payment received.

Shipping costs vary depending on the destination countries and shipping methods chosen and will be calculated and indicated in the purchase procedure before the order is placed by the Buyer, as well as shown on the summary web page of the order placed.
Shipping is free in Italy only for orders over 100 €.

MY ORDER HAS NOT YET ARRIVED. HOW DO I PROCEED?

By tracking the progress of your parcel, checking that the shipping address you entered is correct and verifying that you have not been contacted by the courier. Alternatively, by contacting our customer service team in the Contact Us section. We will be able to provide you with all the information you need in a short time.

HOW CAN I TRACK MY ORDER?

By clicking on the link in your order confirmation email you will find all the information about your package and can monitor all updates.

CAN I REDIRECT MY ORDER TO A DIFFERENT ADDRESS?

I WAS NOT PRESENT AT THE TIME OF DELIVERY. WILL A SECOND DELIVERY ATTEMPT BE MADE?

Of course! When the first delivery is missed, the courier will leave a notice so that you can set a date for a second delivery.

DO YOU DELIVER TO BUSINESS ADDRESSES?

Of course! You need to indicate a different shipping location when you are in the checkout process and make sure that someone is always available when the package is delivered.

DO YOU DELIVER ON PUBLIC HOLIDAYS?

No, we do not deliver on public holidays and weekends. In these cases, delivery is likely to be delayed by a few days. In any case, we advise you to track your parcel using the link in your shipping confirmation email.

DO YOU DELIVER TO POST OFFICE BOXES?

Sorry, we do not offer this service.

6) RETURNS AND REFUNDS

OUR RETURN POLICIES

We guarantee all our customers peace of mind in the process of purchasing on the site.
Therefore, if you are not satisfied with the product you received, you can exercise your right of return.
You can request the return of a product within 14 days (or 21 days) from the date of your order (in accordance with D.L. 206/2005).
To initiate the return procedure, you must create a request from your personal account page.
If you do not have a personal account, since you purchased as a guest; you will need to register with our online shop using the same e-mail address as your purchase.
You will receive an email in which you will be given the necessary directions for the procedure. Transportation costs for returning the product will be borne by us.The return is free of charge for orders shipped within Italy while for foreign orders the shipping costs will be your responsibility.
If you are making a return from a country other than Italy, shipping charges and any duties are always your responsibility.
(If you are responsible for the expense, you can ship with any courier or postal service, as long as it is traceable.)
The return can also be made at our stores, during the return procedure you will need to select the store where you want to deliver the goods. Please note that in store you will only be able to return the item; the refund or any size change will be issued directly from our offices.
Acceptance of returned merchandise occurs only in the following cases (according to D.L. 206/2005):
- the product must be intact and unused;
- the tag accompanying the product and/or the seal must not have been removed;
- the return of the product purchased online must be made exclusively following this procedure.
Upon verification of the existence of the above conditions, we will refund the amount paid. In the absence of the above conditions, the product will be returned to the sender.
Note: Returns of items purchased online will not be accepted without first following the above procedure and meeting the above requirements.

I HAVE RECEIVED THE WRONG PRODUCT. HOW DO I PROCEED?

By contacting our customer service in the Contact section. By carrying out the return procedure and specifying the reason, we will refund you as soon as the product is back in stock. For more information on how to make a return, click here. If you wish to purchase the desired product again and it is still available, please proceed on the site as usual.

I HAVE RECEIVED A FAULTY PRODUCT. HOW DO I PROCEED?

By contacting our customer service in the Contact section. For more information on how to make a return, click here.

HOW CAN I SEND BACK MY RETURN?

-You will find all the necessary instructions inside the package delivered for your order. -By logging into your personal account, in the top right-hand icon, and clicking on "My orders" you will be able to select the order in question. We will ask you to choose which product to return and whether you are sure of your choice. Following your return request, you will receive an e-mail confirming the start of the procedure. Inside the package you will also find a return label that you will have to superimpose on your existing one. As soon as the package is returned to us, we will check the conditions and refund the amount according to the payment method used. Remember that the online return does not include the exchange of the goods, but only the refund of the amount spent according to the payment method used. Returns are always free of charge. (Shipping costs for the return of the product will be at your expense and will be charged during the refund phase. ) If you are returning a product from a country other than Italy, you will always be responsible for shipping costs and any duties. (If you are responsible for the cost, you can send it by any courier or postal service, as long as it is traceable).

I NEED A NEW RETURN LABEL. HOW DO I PROCEED?

By contacting our customer service in the contact section.

HOW DOES THE RETURNS TRACKING SERVICE WORK?

If you have the tracking number on the label of the return shipment, you can track your package directly from the courier's website.

DID YOU RECEIVE MY RETURN?

If you have the tracking number on the label of the return shipment, you can track your package directly from the courier's website.

I HAVE MADE A RETURN. HOW WILL I BE REIMBURSED?

The refund will be made to the credit card used for the purchase. If you paid by bank transfer or cash on delivery, you will be refunded by bank transfer (you can enter your iban and the name of the account holder during the return request procedure).

I HAVE MADE A RETURN. WHEN WILL I BE REIMBURSED?

You will be reimbursed as soon as the warehouse reports the actual arrival of the product, and after checking its condition.

I HAVE NOT BEEN REIMBURSED FOR THE SHIPPING COSTS.

Shipping costs are only re-credited in the event of delivery of defective or incorrect products.

I HAVE BEEN REIMBURSED AN INCORRECT AMOUNT. HOW DO I PROCEED?

By contacting our customer service in the Contact section, specifying your return or order number.

I HAVE MADE A RETURN, BUT THE CARD I USED IS NO LONGER ACTIVE. HOW DO I PROCEED?

By contacting our customer service in the Contact section, specifying the return or order number. In addition, we ask you to provide us with your Iban and the name of the current account holder.

CAN I RETURN AN ARTICLE PURCHASED WITH A GIFT VOUCHER?

Yes, of course. You can request the return of a product within 14 days (or 21 days) from the date of your order (according to D.L. 206/2005). To start the return procedure you need to create a request from your personal account page. If you do not have a personal account, because you purchased as a guest, you will need to register with our online shop using the same e-mail address as your purchase. You will receive an email with the necessary instructions for the procedure. We will bear the shipping costs for returning the product. (Shipping costs for the return of the product will be at your expense and will be charged during the refund process. ) If you are returning a product from a country other than Italy, the shipping costs and any duties are always at your expense. (If the cost is borne by the customer, you can send by any courier or postal service, as long as it is traceable). The return can also be made at our shops, during the return procedure you will need to select the shop where you want to deliver the goods. Please note that you can only return the item in the shop; the refund or any size change will be issued directly by our offices. Returned goods will only be accepted in the following cases (pursuant to Italian Legislative Decree 206/2005): - the product must be intact and unused; - the tag accompanying the product and/or the seal must not have been removed; - the product purchased online must be returned exclusively following this procedure. After verifying the existence of the above conditions, we will refund the amount paid. If these conditions are not met, the product will be returned to the sender. Note: We will not accept returns of items purchased online unless the above procedure has been followed and the above requirements have been met.

I HAVE PURCHASED A PRODUCT, BUT THE SIZE IS WRONG. CAN I MAKE AN EXCHANGE?

Yes, just specify the desired size in the return request and if it is available we will send the requested size. Otherwise we will refund you.

7) PRODUCTS AND AVAILABILITY

HOW CAN I KNOW IF A PRODUCT THAT IS OUT OF STOCK WILL BE AVAILABLE AGAIN?

By leaving your e-mail address in the form provided in each product sheet, you will be contacted as soon as the product is available again. Or by contacting our customer service at the Contacts section. We will soon be able to provide you with all the information you need.

HOW CAN I GET MORE INFORMATION ABOUT THE PRODUCTS?

Access the product sheet by clicking on each item. There you will find a detailed description of the composition of each product. Or by contacting our customer service in the Contact section. In a short time we will be able to provide you with all the information you need.

WHERE CAN I FIND THE SIZE GUIDE?

Access the product page by clicking on each item. The size scale guide will allow you to find the most correct size based on a comparison of different sizes.

WHERE CAN I FIND INFORMATION ABOUT THE MATERIALS USED IN YOUR PRODUCTS?

HOW DO I SEARCH FOR A PRODUCT?

You can search for the desired product by browsing the categories or by using the internal search on the homepage. The main categories are: man, woman and child. You can also refine your search by using the filters on the page, and the resulting products will be shown to you with details of the price and colours available.

8. TECHNICAL ASSISTANCE

I WANT TO CLOSE MY ACCOUNT. HOW DO I PROCEED?

By contacting our customer service in the Contact section.

HOW CAN I GET MORE INFORMATION ABOUT PRODUCTS? HOW CAN I CHANGE MY ACCOUNT DETAILS?

Go to your personal page in the top right-hand corner and click on "My data". Here you will find the data you provided when you registered, which you can change at any time.

I AM REGISTERED BUT I CANNOT REMEMBER MY PASSWORD. HOW DO I PROCEED?

On your personal page in the top right-hand corner, click on "Forgotten password". A wizard will help you create a new password. You will receive a confirmation e-mail for successfully changing your password.

HOW CAN I REMOVE SELECTED PRODUCTS FROM MY SHOPPING CART?

By clicking on the shopping cart icon at the top right, you can access the list of selected products. To the right of each product you will find the "remove item" button that will allow you to remove it from your basket.

HOW CAN I STOP RECEIVING YOUR NEWSLETTERS?

At the bottom of each newsletter you will find a link that allows you to unsubscribe directly.

HOW CAN I CONTACT CUSTOMER SERVICE?

Call the number or write an e-mail from the Contact section.