ACCOUNT

Do I need an account to place an order?
No, you don't. You can decide to place an order as "New Client" or as "Registered Client". As New Client, you are not required to register an account but only to complete the checkout process as a Guest and fill in all the requested fields for delivery, invoicing, and payment; you will always have the chance to add a password and complete the account creation at the end of the checkout. As Registered Client, the account has already been created and you can log using your e-mail and password. If you are not registered yet but would like to, click on the top right icon, and select the option "Create Account".
I have forgotten the password/my personal log in credentials: how can I recover them?
You can recover these details in the Account registration e-mail. If you cannot find this message in your inbox, simply click on the link "Password Forgotten" of the login page and you will receive an email with a link to reset the password. Once you logged in, you can always change your password in "My Account" section. Remember that the user is your full email address.

ORDERS

Is it possible to cancel an order?
If you realize that you ordered the wrong item or placed an order by mistake, you are kindly invited to contact immediately the Customer Service via email at help@thedoublef.com, chat online or call +39 02 87189530 to receive customized assistance.
Is it possible to modify an order?
We are sorry but it's not possible to modify the order after you placed it. Each order is automatically processed and, once confirmed, it's not possible to partially modify the items in the order. In order to purchase other items, we invite you to place a new order, if you prefer to return the items you can read our Return Policy.
Can I place an order using my smartphone or my tablet?
Absolutely yes: our website is optimized for all the mobile devices and you can easily and safely shop from your smartphone.

PAYMENTS

Which payment methods are available on TheDoubleF?
TheDoubleF accepts different payment methods, depending on the country of billing/destination. We accept credit cards, PayPal and bank transfer for most countries and specific geolocalized payment tools. You can find out more details about active payment methods for each country in the Payment section.
Is it safe to pay with credit cards?
The payments by credit card are completely safe because transactions are processed through hosts protected by Cryptographic Protocols of Security to grant the highest data protection to our customers.
Which currencies are used for payments?
Payments and refunds for worldwide shipment are processed and invoiced in Euro (EUR).
How is the VAT calculated for the countries outside European Union?
For purchases outside the European Community, VAT, as well as taxes and custom duties, are not included in the price displayed in the product page and at the checkout. It may be that these additional costs will be charged to you by the courier at delivery.

SHIPPING

Which countries does TheDoubleF ship to?
All countries, all over the world, from the warehouses located in Italy.
How much will delivery cost?
The shipping cost depends on the destination country and it is calculated at the checkout while you fill in required data, so it's possible to check this amount on the summary of the order before the payment. You can check the complete table rates in the Shipping section. For extra EU shipments, customs may apply additional costs (consumption tax, import tax and custom duties), at their complete discretion, that will be charged on the customer and required by the carrier at the time of delivery. TheDoubleF has no control over these charges, which may vary considerably from country to country. For further information, we invite you to contact the customs authorities in the destination country.
How long does delivery take?
The delivery to Italy and to EU countries will take from 1 to 3 days from the moment the parcel leaves our warehouse. Extra EU shipments will be delivered normally in 3/4 days, please consider that possible custom checks may cause delays in the delivery. Our Customer Service monitors all the shipments to solve any potential problem. The dispatch of the orders paid by bank transfer may take longer, until the transfer is cleared. For specific information about delivery timings you can refer to the table in the Shipping section.
Is it possible to deliver to the working address?
Yes, it is. While finalizing the order at the checkout page, you can indicate your preferred shipping address. We are unable to deliver to P.O. boxes, for customized assistance please contact our Customer Care.
Do the couriers deliver during non-working days and bank holidays?
No, they don't. All the couriers deliver during working days. Please note that delivery by appointment is not available.
Which courier will delivery my order?
TheDoubleF chooses automatically qualified couriers depending on the destination country. We mainly use TNT for Italy, FedEx for the rest of the world.
How can I track my order?
Absolutely it is. As soon as the parcel leaves our warehouse, you will receive an e-mail with the tracking number and a link to monitor the shipment.

RETURNS AND REFUNDS

Is it possible to return the goods?
Yes, it is. It is possible to ask the return within 14 days from the receipt of the goods, following the authorization procedure indicated in the Delivery Note and in the Returns and Refunds section.
How can I ask to return an article?
It's necessary to ask for the authorization of the Customer Service and a Return Code, using the form in Contacts section, selecting "Return request" as reason for contact, or writing an e-mail to help@thedoublef.com indicating the order number, reason and contact details. For further details please refer to our Return policy.
How can I prepare the package for the return?
We suggest you to re-use the same box you received with the goods, sealing it with packing tape.
Which courier can I use for the return?
We will use our courier; the Customer Service will ask your preference to book the picking of the courier and will send you the waybill that we ask you to print and hand over to the forwarder together with the package.
Who pays the shipping costs of the return?
The shipping costs of the return will be charged on the customer and will be deducted from the refund, unless the products ordered were faulty or our warehouse made a shipment mistake. For further information about return costs, please refer to the table in Returns and Refunds section.
Can I ask for an exchange for wrong size?
We suggest you to return the wrong item, following the Return procedure, and place a new order to purchase the right size. You will receive the refund using the payment method used at the time of purchase indicated in the Returns and Refunds section.
Can I return a faulty item and request the substitution?
If you received a faulty item, please follow the procedure for the return authorization highlighting the reason for defective returned goods, and we will send you another item, if available, or refund it.
Can I return an item I don't like?
Yes, you can. Please follow the procedure for the return authorization.
When and how does the refund occur?
The refund will be done using the payment method used at the time of purchase. TheDoubleF will refund as quickly as possible, more details are available in the Returns and Refunds section.