SHIPPING & DELIVERY POLICY

Website: www.boutiquesdelpontevecchio.com
Last Updated: 29/01/2026

For questions or assistance, please contact us at service@boutiquesdelpontevecchio.com.

Thank you for choosing Boutiques del Ponte Vecchio.

This Shipping & Delivery Policy supplements Article 11 of the General Terms and Conditions of Sale (hereinafter, the "Terms and Conditions") by providing additional operational details regarding the shipment and delivery of products purchased through www.boutiquesdelpontevecchio.com by BOUTIQUES DEL PONTE VECCHIO SRL, VAT number 07495480480, registered office at Via Adolfo Bartoli 1, 50135 Florence (FI), Italy (hereinafter, the "Seller").

This Policy forms an integral part of the Terms and Conditions. In the event of any conflict between this Policy and the Terms and Conditions, the Terms and Conditions shall prevail. All terms defined in the Terms and Conditions have the same meaning in this Policy.

The Seller uses exclusively premium international courier services specialising in secure transport of high-value goods, including DHL Express, UPS, FedEx and Ferrari Group, depending on the destination. All shipments require signature upon delivery and are fully insured for the complete value of the products. The Seller selects the specific carrier and service level based on destination, routing and security requirements.

Following payment confirmation, the Seller processes orders within two to four working days under normal circumstances. Products are inspected for quality, packaged securely in multiple protective layers, and placed in plain outer shipping boxes with no external indication of contents or value to ensure discretion and security during transit.

Products readily available are prepared for shipment within this standard timeframe. Where additional procurement time is required from partner workshops, the Seller notifies the customer by email in accordance with Article 10 of the Terms and Conditions, offering the customer the option to wait, accept an alternative product or cancel with full refund.

Article 4 – Delivery Address Requirements

The delivery address must correspond to a valid physical location where an adult can receive and sign for the shipment. Post office boxes, mail forwarding services, parcel lockers and other non-physical addresses are not accepted under any circumstances.

For security purposes, the delivery address must be consistent with payment information. The Seller reserves the right to request verification documentation where discrepancies exist between billing and shipping addresses, where orders are shipped internationally from the billing location, or where other fraud indicators are present.

Delivery to commercial addresses and business premises is permitted provided the customer has legitimate association with the location. The Seller may contact the business directly to verify that the customer is authorised to receive deliveries at that address prior to processing the order.

The customer is solely responsible for ensuring the delivery address provided is accurate, complete and accessible to couriers. Delivery failures resulting from incorrect, incomplete or inaccessible addresses provided by the customer are subject to the provisions of Article 11 of the Terms and Conditions regarding failed delivery and return to sender.

Changes to the delivery address after order confirmation are not permitted except in extraordinary circumstances and only after rigorous identity verification procedures. Any request to modify the delivery address must be submitted to service@boutiquesdelpontevecchio.com and will be evaluated on a case-by-case basis at the Seller's sole discretion.

Upon handover of the shipment to the carrier, the Seller sends a shipment confirmation email containing the carrier name, tracking number and a direct link to the carrier's tracking portal. The customer can monitor shipment progress in real time through the carrier's website or mobile application.

Tracking information is generated and updated by the carrier's systems. The frequency and detail of tracking updates vary by carrier and may be affected by technical factors beyond the Seller's control. The Seller is implementing enhanced automated notifications for key delivery milestones and will inform customers when this feature becomes available.

All shipments require an adult signature upon delivery. The carrier will not leave packages unattended, will not release them to minors, and will not deposit them in mailboxes or lockers. An adult person aged eighteen or older must be physically present at the delivery address to receive the package and sign the proof of delivery document.

The person receiving the shipment need not be the customer personally but may be any responsible adult present at the address, including family members, colleagues at business addresses, or building staff such as concierges in residential buildings. The customer authorises any adult present at the delivery address to receive and sign for the shipment on their behalf.

The customer or recipient should inspect the external condition of the package before signing the delivery document. Any visible damage, tampering or anomalies should be noted immediately on the carrier's delivery receipt and photographed. The Seller must be notified within twenty-four hours by email to service@boutiquesdelpontevecchio.com with photographic documentation.

If the package appears intact upon delivery but the customer discovers damage or discrepancies upon opening, the Seller must be notified without undue delay and in any event within forty-eight hours of delivery.

If no adult is available at the time of delivery, the carrier will leave a notice with instructions for arranging redelivery or collection from a carrier facility. If the customer fails to take action within the timeframe allowed by the carrier, typically five to seven days, the package will be returned to the Seller and the refund provisions of Article 11 of the Terms and Conditions will apply, including deduction of shipping, return and customs costs up to thirty percent of the order value.

Article 7 – Customs Procedures for Extra-EU Destinations

Shipments to destinations outside the European Union are subject to customs clearance in the destination country. Although customs duties and import taxes are included in the purchase price under the Delivered Duty Paid model as specified in Article 7 of the Terms and Conditions, customs authorities may require specific cooperation from the customer.

The customer must promptly provide any information or documentation requested by customs authorities, including identification documents, tax identification numbers, customs declarations or clarifications regarding the nature and purpose of the importation. The Seller and carrier will notify the customer of such requirements and provide guidance on compliance.

Failure to cooperate with customs procedures may result in delays, additional storage charges, return of the shipment to sender, or in extreme cases seizure by authorities. Any additional costs resulting from the customer's failure to cooperate shall be borne by the customer and may be deducted from any refund due.

Customs inspections are routine aspects of international shipping and may add one to three working days to delivery timeframes, or longer in complex cases. The Seller has no control over customs processes and delays attributable to customs authorities do not constitute breach of the Seller's obligations except where delays exceed the thresholds specified in the Terms and Conditions.

All shipments are comprehensively insured for their full value.
If products are lost, stolen or damaged during transit prior to delivery, the customer should notify the Seller immediately at service@boutiquesdelpontevecchio.com with the subject line "Transit Loss/Damage Claim" and provide the order number, tracking number, description of the issue and photographs where applicable.

The Seller will manage the entire claims process with the carrier and insurer on the customer's behalf. The customer will not be required to file claims directly with insurance companies or carriers. The Seller will offer immediate replacement of the product or full refund at the customer's choice, without waiting for the conclusion of insurance investigations.

For all shipping-related inquiries, the customer may contact service@boutiquesdelpontevecchio.com with the order number and tracking number included. The Seller responds to inquiries within two working days as specified in Article 22 of the Terms and Conditions.

For urgent matters requiring immediate attention, such as delivery attempts in progress, packages held at customs requiring prompt documentation, or time-sensitive delivery coordination, the customer may contact the Seller via WhatsApp at the number provided in the Contact section of the Website. WhatsApp support is monitored during extended hours and typically provides faster response for urgent situations.

For certain operational matters such as scheduling specific redelivery times or providing building access codes, the customer may contact the carrier directly using information on the tracking portal. The Seller's customer service can facilitate communication with carriers when needed.

This Policy provides operational details supplementing the contractual framework established in Article 11 of the Terms and Conditions. All legal rights and obligations regarding shipping, delivery, transfer of risk, insurance coverage, failed deliveries, force majeure, limitation of liability and dispute resolution are governed by the Terms and Conditions, which should be consulted for complete information.

Procedures and conditions for returning products to the Seller are governed by Articles 12 and 13 of the Terms and Conditions regarding the right of withdrawal and by the Returns and Refunds Policy where applicable.

The Seller reserves the right to modify this Policy at any time. The updated version will be published on the Website with a new date and will apply to orders placed after publication. Orders already confirmed remain governed by the version in effect at the time of confirmation.

BOUTIQUES DEL PONTE VECCHIO SRL

Via Adolfo Bartoli 1, 50135 Florence (FI), Italy

Email: service@boutiquesdelpontevecchio.com

WhatsApp: [Number on Website Contact page]

PEC: bpontevecchio@pec.it

Customer service hours: Monday to Friday, 9:00 AM to 6:00 PM Central European Time.