Customer Service
Need help or just some additional information?
Shipping
Shipping informations
All of our orders are handled as quickly as possible. Please note that actual shipping times depend on the country of delivery and are understood from the time the package is handed over to the courier.
All orders and shipping documents are sent telematically.
The courier used by TheDoubleF is DHL for worldwide deliveries. Delivery is Monday through Friday (except Saturday, Sunday, and national holidays). We provide the following shipping methods:
- DELIVERY WITH EXPRESS COURIER
- DHL PICK UP POINT only for Italy
TheDoubleF reserves the right to change couriers and to promptly notify them of any delays in processing and delivery of orders on the site or directly to the customer.
Any delays attributable to force majeure such as courier disruptions, natural events or disasters, terrorist acts, strikes, network malfunctions, and/or power outages are beyond TheDoubleF's control.
The customer may request to receive the package at a different office or address than the billing address by indicating his or her preference during checkout. However, delivery by appointment or to the floor by the courier is not available. Delivery to post office boxes or military bases is also not possible.
Depending on your delivery zone, in partnership with DHL, TheDoubleF offers On Demand Delivery (ODD) service that gives you the ability to customize your delivery.
Please be advised that should you choose the "Leave in a Safe Place", "Deliver to a Neighbor" services or should you arrange any delivery changes with the courier by phone, TheDoubleF and DHL cannot be held responsible in case of loss or damage following delivery.
If shipments are to addresses with a central receiving service, they will be delivered to that service.
Our courier partners may require additional documentation and information for the purpose of delivery of goods. Please be advised that you must provide the courier with the requested information via email or telephone.
At the time of delivery, please be present at your chosen destination and do not authorize delivery of the package to your doorstep in your absence as neither TheDoubleF nor the courier company itself will be responsible in the event of theft or loss of the package. Also, in case of no signature upon receipt of the package, TheDoubleF will not be able to initiate proper investigations with the courier and the logistics department.
Any dispute regarding damage, missing, or delivery to the wrong address must be received by help@thedoublef.com within a maximum of 7 days from the delivery date resulting on the courier's website, otherwise, it cannot be accepted.
Please note that in case of damage or missing items, you must keep the packaging for possible inspection by the courier. It is also necessary to indicate whether the package had shrink wrap on it at the time of receipt.
You can track your delivery: the customer will receive an e-mail with the identification number and tracking link to follow your package the moment the assigned courier picks up the ordered goods from our warehouses, located in Italy.
Depending on your delivery zone, in partnership with DHL, TheDoubleF offers On Demand Delivery (ODD) service that gives you the ability to customize your delivery. Once your package has been given to the courier, you will receive updates regarding the delivery date via e-mail and/or SMS. If the On Demand Delivery (ODD) service is available in your area, you will also receive the link to access the platform. To be able to use the service, you do not need to have a registered account but simply enter your shipment number in the field provided.
In addition, you can check the status of your order from the Track Order section by logging into your account and accessing the Orders section.
The customer who places an order on TheDoubleF signs a contract with the merchant and its partners. Therefore, the customer agrees to fulfill the obligations accepted during checkout: if the package is not delivered due to causes dependent on the customer (wrong address, non-payment of duties and taxes, failure to provide required documentation, recipient always absent, incorrect phone number, etc.) or if the customer refuses the delivery, a penalty of a minimum of EUR 100 will be charged, which will be deducted directly from the refund amount once the package returns to our warehouses.
Shipping costs and delivery times, which vary depending on the country of destination, can be viewed in the following table. In the case of exports and the presence of customs, timelines may vary. TheDoubleF Customer Service monitors all shipments and takes action to resolve any customs issues.
Delivery cost and time
Taxes
For shipments made to countries belonging to the European Union, no customs duties apply.
For shipments to the United States of America, Hong Kong, Switzerland, Australia, Taiwan, Canada, South Korea, Japan, the United Arab Emirates, Malaysia, Saudi Arabia, and the United Kingdom, any taxes and import duties are already included in the prices shown on the website and therefore no additional payments will be required upon delivery.
For all other countries, additional costs arising from customs duties, taxes, or local charges may apply, which will be borne by the purchaser. Depending on the destination country, such additional costs may:
- be displayed and, where possible, paid during the checkout process;
- or be requested directly by the appointed courier at the time of delivery;
- or, for some countries, they may only be requested exclusively at the time of delivery.
The methods of application of customs duties and taxes, as well as their possible inclusion in the price, will be indicated to the User during the purchasing process and/or summarized in specific informational sections of the website, based on the selected shipping country.
Please also note that for all non-EU countries, should the recipient refuse delivery, TheDoubleF reserves the right to deduct any Additional Costs from the refund, with a minimum charge of €100 plus return shipping costs depending on the shipping country. We invite you to refer to the Returns and Refunds section for the return shipping amount.
This condition, where applicable, is clearly stated during the checkout process and must be mandatorily and expressly accepted in order to complete the purchase.
For further information about shipping and taxes, we invite to you to read the General Conditions of Service and Sale.
