Where is my package?

You can check the status of your order directly from your account in the "Order history and details" section. When the package is entrusted to the courier you will find the tracking code to be able to monitor the status of the shipment.

Please keep track of the code so that we can be present at delivery, or to monitor any anomalies.

Contact us immediately in case you find any anomalous updates of the code, so as to allow us to open an immediate report to the courier service.

Have you received a damaged package?

Receipt of damaged package? Sign with reservation!

Our goods are packed in our warehouse using some of the best shipping solutions or are already packed by our suppliers in accordance with the requirements of the courier.
However, despite the use of adequate tools and expert personnel, damage may occur during transport.

Verify all shipments upon delivery. If you find any missing or known external damage to the package, please notify our customer service department immediately.

What to do if the shipment arrives damaged.

In the event of obvious damage to the package (e.g. perforated cardboard wall repaired with courier tape, wet package, open package, etc.), a signature is required with reservation specifying the reason.

The reserve with specified justification must be indicated before the receipt is signed.
(for example "I sign with reserve for open package")

By not making a reservation, specifying the reason, it will not be possible, if necessary, to proceed with the opening of the damage file with the courier.

It could also be useful, in addition to signing with reasoned reservation, to take photos of the shipment itself.

If the courier refuses to let you specify a reservation, reject the package.

In the event that the package is accepted, however, an email must be sent immediately to Customer Service indicating the order number and attaching a photo of the package and any damaged products. The conditions for a refund through a voucher will then be assessed.

Have you received the wrong product?

We apologize first of all for this error. We will remedy as soon as possible. We thank you immediately for your cooperation and understanding.

In case of receipt of an incorrect product, please send us an email immediately indicating the details of your order and attaching at least one photo of the incorrect product you received in order to cross-check with our warehouse. We will then provide you with instructions on this. Depending on the case, a refund or return of the correct product will be made, with possible withdrawal of the incorrect material.

Have you received an incomplete order?

If you only receive a part of your order, it is possible that multiple shipments have been made, due to the nature of the goods purchased or the availability of stock.

If you have not been notified, or if you do not receive the missing part of the order within 5 working days, we apologize for the inconvenience and ask you to contact us as soon as possible.

Complaint management

Our goal is to offer a service worthy of all our buyers, and we try to give our best every day to get your total satisfaction.

However, there may be cases where not everything goes well.

In that case we are sure we will be able to fix it, and we thank you for your understanding.

There is always a solution to any problem!

But your cooperation and understanding is needed. We cannot know the problem if you do not communicate it to us and assigning a negative evaluation does not solve the problem, on the contrary, tensions are created, making the situation worse.

Our always professional and available Customer Service will be happy to collect and manage your reports, which will be dealt with as soon as possible.

How can I report a complaint or a disservice?

We are always available to offer support to our customers. In the event that a problem has arisen in one of the phases of the order, our Customer Service will take care to provide adequate support for resolution.

We thank you for the time you want to dedicate to us. Your recommendations will allow us to serve you better.

Customer care: Report a problem

Live chat: real-time support for business and public administration accounts

Email: info@dhm-online.com

Phone: +39 0492701149