Shipping policy
1. Coverage
We ship to Italy and all European Union countries via [CARRIERS: DHL / FEDEX / GLS].
2. Order processing and dispatch
Orders are processed within 1 working day of payment confirmation.
Orders received at weekends or on public holidays are processed on the next working day.
3. Estimated delivery times
Once your order has been shipped, approximate delivery times are:
- Italy: [2-4] working days
- European Union: [3-7] working days
These are estimated times provided by the carrier and do not constitute a delivery guarantee. External factors such as weather conditions, strikes, road closures or peaks in shipping volumes may cause delays that are not attributable to K-Fans.
4. Tracking number
As soon as your order is shipped, you will receive a tracking number by e-mail so you can follow the delivery directly on the carrier's website. We recommend checking your spam folder as well.
5. Delivery details: the customer's responsibility
It is important to complete all shipping fields fully and accurately when making your purchase. Most logistical problems — parcels on hold, failed deliveries and returns to sender — result from incomplete or incorrect information and can be avoided by checking your details before confirming your order.
Before completing your purchase, check that the following are correct:
- Recipient's first and last name
- Street and house number (apartment and building entrance, where applicable)
- Postal code, city, province or region, and country
- Any details useful to the carrier (intercom, name on the doorbell, nearby business)
- An active telephone number where the carrier can contact you
- A correct e-mail address to receive tracking information
K-Fans is not responsible for failed deliveries, delays or losses resulting from incorrect, incomplete or non-existent information provided at the time of purchase.
6. Delivery attempts and parcels returned to sender
Carriers make up to [2] delivery attempts. If a parcel cannot be delivered and is returned to sender for reasons attributable to the customer, the following applies.
Examples include, but are not limited to:
- An incorrect, incomplete or non-existent address
- Incorrect contact details or an unreachable telephone number
- No one available to receive the order during delivery attempts
- Refusal of the parcel by the recipient
- Failure to respond to the carrier's notice to reschedule delivery or collect the parcel from a pickup point within the specified time
- Access restrictions at the address (private residences, offices, reception desks without permission to enter)
In these cases:
- The cost of reshipping is borne by the customer and must be paid before the order is sent again.
- If the customer does not wish to have the order reshipped, it is handled as a return under our Return Policy.
7. Address changes
We can change the delivery address only before the order is shipped. Once the label has been generated, changes are no longer possible. If you notice an error in your details, contact us as soon as possible using the contact form.
8. Parcels damaged or lost in transit
If your parcel arrives with visible damage to the packaging, please:
- Photograph the parcel before opening it and photograph the contents
- Report it using the contact form within [48] hours of delivery, attaching the photographs and your order number
Prompt notification enables us to open a case with the carrier more quickly and does not in any way limit your consumer rights.
If the carrier confirms that a parcel has been lost, K-Fans opens the relevant case and, once it has been resolved, reships the order or issues a refund.
9. Receiving your order
The parcel may be received by anyone present at the specified address. Delivery is considered completed when the carrier records proof of delivery.
10. Contact
Do you have questions about your shipment? E-mail help@k-fans.com, quoting your order number.
Support hours: [Monday – Friday, 9:00 – 18:00 CET]. Messages received outside these hours are handled on the next working day.