The questions we get asked most often, with the answers. If you cannot find what you are looking for, write to us from the Contact page.
Shipping
When is my order shipped?
We ship on Mondays and Thursdays. An order placed on a Tuesday therefore leaves on the following Thursday. As soon as the parcel is handed over to the courier you receive an email with the tracking.
How long does delivery take?
In Italy delivery is estimated at 24-48 working hours from dispatch. In Europe between 3 and 7 working days, depending on the destination. There are no deliveries on Saturdays, Sundays and public holidays.
How much does shipping cost?
It depends on the weight of the parcel and on the courier you choose, and you see the exact cost at checkout before paying. In Italy it starts at €4.00 for a padded envelope up to 100 g, €6.00 for collection at an InPost point, €8.00 with BRT to your door.
Shipping is free on orders of €100.00 or more within Italy and €200.00 or more within Europe. You will find all the details in the shipping policy.
How do I track my order?
If you have an account, you can follow it from the Orders section of your profile, using the Track order button. Alternatively you can use the Track your order page, entering the order number or the tracking code you received by email.
Can I change the delivery address?
Yes, but only before the order is processed. Write to us as soon as possible: once the parcel has been handed over to the courier we can no longer guarantee the change.
Products
What language are the products in?
It depends on the product: the language is always shown on the product page, usually already in the title (IT for Italian, JP for Japanese, EN for English). If you are unsure about a specific item, just ask us before ordering.
Do you take pre-orders?
Not at the moment. Everything you see on the site is already in stock and leaves with the next available shipment.
Returns and problems
How do returns work?
You have 14 days of right of withdrawal and up to 30 days to request a return, under the conditions set out in the refund policy. To start one, write to us with your order number and the reason.
The product arrived damaged or wrong
Write to us at info@handtrapshop.com attaching photos of the product and of the parcel, shipping label included. In these cases the return costs are on us.