FAQ

I need support, what can I do?
Use our online troubleshooting service to get immediate support, contact an expert with the Live Chat at the bottom of the site or at the number +39 0434 640370.

I forgot my account password, what can I do?
On the login page click on "Forgot your password?" an e-mail will be sent to you with instructions to reset and create a new password.
If you have any problems use the Live Chat service at the bottom of the site.
The product is damaged, what can I do?
If it is not possible to solve the problem we will arrange a collection by the courier directly to your home, or we will send you a return label.

For more information contact the Walking Sticks Luxury assistance service.

What are the delivery times?
The products shipped within the Italian territory are delivered within 2-4 working days from shipment; products shipped within the European Union are delivered within 3-7 working days from shipment; products shipped to the rest of the world are delivered within 5-12 working days * of shipment,
There are some postal codes, usually in remote locations, for which we cannot guarantee delivery within the usual times.
For more information, see the Delivery Information available here.

How do I know if my order has been shipped?
Once your order has been shipped you will receive an e-mail confirming shipment from Walking Sticks Luxury and then an e-mail with the tracking from our courier.

With which couriers are the shipments made?
The couriers who ship are:
- Track your order with UPS
- Track your order with DHL
- Track your order with POSTE ITALIANE
- Track your order with BRT BARTOLINI
- Track your order with GLS
- Track your order with SDA

How many delivery attempts does the courier make? The courier will make a delivery attempt, in case of absent recipient the package will be delivered to the nearest access point. The recipient can collect the package at the Access Point with an identity card within 10-15 days, after which it will be returned. In case of unavailability of access points from the recipient's home, the courier will make a second delivery attempt.

I have a discount code, where should I enter it?
After having entered the delivery details, when entering the payment details you will be asked if you have a discount code, at which point the code can be entered.

I have just made the order, but I would like to change the delivery address, is it possible?
Unfortunately it is not possible to change the address once the order has been processed. If you cannot receive it at the delivery address you have communicated, it will be returned to the sender and you will be refunded.

I have not received the invoice for my order, what should I do?
invoice is automatically sent by email within 10 days of purchase, if you have not received it, contact us via Live Chat on the website or at +39 0434 640370.

I am not satisfied with my product, how can I return it?
If you have changed your mind and want to return the product, you can cancel your order within 30 days of receiving the device.
To return the product you need to follow the steps below:
Contact us via Live Chat at the bottom of the site or at +39 0434 640370.
You can choose the most convenient withdrawal option for you:
- Withdrawal free by the courier.
- Delivery of the product to the Service Point closest to you
You will receive the label required to return the product to a Service Point.
Prepare the package and print the label if you want to deliver your package to a Service Point. If, on the other hand, you choose the home pick-up option, prepare the package and the label will be provided to you directly by the courier.
Once the product has reached our warehouse, you should receive your refund within 14 working days .

How can I monitor the status of my return and refund request?
Contact us via Live Chat at the bottom of the site or at +39 0434 640370 with the case number and we will inform you about the status of the refund.