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Help |
Below a list of Frequently asked questions. Click on the question to read the answer.
 If you do not find the answer to your question, please send us a message from the section Contact us. |
General scope questions
What kind of products cad I find at Sorrento Mall?
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Sorrento Mall offers a careful selection of works by artist and craftsmen for the house or for the person. Products therefore range from paintings to items of furnishing. The commercial policy of Sorrento Mall is to offer original, unusual products, united by the fact that they are "hand-made in Italy". |
Does Sorrento Mall have a store or a show room?
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No, Sorrento Mall is only an on line shop, that is why we can offer our products to very low prices. |
How come the product I wanted to buy has disappeared from the site?
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If a product is no longer on the site, it means it has been bought by someone else. This could even happen while you are navigating the site and deciding what to buy, unless you have placed the product in your shopping basket, as the availability of products is updated in real time. |
If an article is out of the stock, is there any chance of new stock arriving?
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It depends on the type of article. For example, once a painting is sold, it is no longer available. However other types of objects, for example a bag, even though hand-crafted can be reproduced with the same characteristics. |
Orders and delivery
How do I place an order on line?
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The purchasing process is very simple and to place an order you need to complete the following steps:
1. Add to your shopping cart the items you would like to buy. You can do that visiting the different categories of products, clicking on the image of the product which is of interest for you in order to see its detail page and than click on Add to the cart positioned at the bottom of the page.
2. Once you have added to the cart the items you would like to buy, click on Proceed to checkout which you find in the Cart section. In this way you will access to the Order page, where you will have to indicate the shipping address of the goods and choose the payment option.
3. Once you have indicated and checked all the data requested in the Order page and after having read and accepted the conditions of sale, click on Send my order to submit your order.
If you have chosen to pay by advance bank transfer, you do not need to perform any other operation on the site, while if you have chosen to pay by credit card or by Paypal, you will be directed on the bank secure server where you will conclude the payment.
When your order is completed, you will receive an e-mail for confirmation. As soon as the goods will be shipped you will receive another e-mail. |
Who is the responsible for delivery?
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The delivery is undertaken by express courier UPS, while within Italy we use the italian post service. |
How long does delivery take?
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Delivery time depends on the final destination. For items in stock, usually you can consider the delivery time indicated in the table below:
| Destination | Delivery time |
| Italy | 2-3 business days |
| Europe | 3-5 business days |
| Europe - Repubblic of Ireland, Portugal, Luxembourg, Finland | 7-9 business days |
| USA and Canada | 5-7 business days |
| Rest of the World | 7-9 business days |
Please remember that delivery time is longer during the holydays.
For some items delivery time could be much longer and it will be indicated in the product detail page. |
Do you accept international orders?
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Certainly, we accept international orders from the countries that can be selected in the "state" field during the purchasing procedure. |
What happens if there is no-one there to accept the delivery?
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If the consignee is absent, the driver will leave a "left notice" stating the request to contact the local branch to make arrangements for delivery. Over the following 24 hours, a further delivery shall be attempted. If this second delivery fails, a telephone call will be made, to the consignee. This trial will be possible only if the consignee’s telephone number has been stated on the consignment bill. If this contact fails, the in-hold procedure will be activated. Consequently Sorrento Mall will be contacted to get further instructions. |
Can I place orders as a Company (ie using a VAT number)?
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Yes, in this case you must register on the web site and contact us in order to activate your account as a business customer.
We remember you that for customers from a country in the European Community who have the VAT number (business customers), it will not included the VAT rates |
Payment
How can I pay?
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You can pay by:
- credit card (we accept the following: VISA/VISA ELECTRON, MASTERCARD, AMERICAN EXPRESS);
- bancomat by the MAESTRO circuit;
- Paypal if you have a Paypal account;
- advance bank transfer.
In the former case, you will provide your credit card data directly on the secure bank's site and your order will be immediatly confirmed. If you pay by bank transfer, items you have ordered will be booked for at last 5 days from the date of your order, within that period we should receive the payment.
Below the information to pay by the bank transfer.
The reason of the bank transfer must report necessarly the order number, the date of the order and the name and the surname of the Customer who ordered
The bank transfer must be addressed to:
Sorrento Mall srl, Via Cesarano 14 - 80067 Sorrento (NA) - Italy.
Bank name: BANCO DI NAPOLI SpA
IBAN: IT14 C010 1040 2621 0000 0001 548 BIC: IBSPITNA
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Should I have to pay for VAT tax?
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No, the price you see on the site are inclusive of VAT tax, however VAT tax will be not charged for the destination countries outside European Union. |
Should I pay for custom duties for the delivey in coutries outside European Union?
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Yes, custom duties are not included in the amount of your order and must be paid by the customer. |
Will I receive an invoice?
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Certainly, during the ordering procedure you will be asked for invoice details, and an invoice will be sent by e-mail. |
Returns
Can I return a product?
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Certainly, if you are not satisfied with your purchase you can return the unused item within 10 days of delivery. You can find all the details for returning goods in the section "CONDITIONS" of the site. |
How should I send the item I want to return?
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You can use any express courier. |
Who does pay the delivery cost to return an item?
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The delivery cost for returning an item must be paid by the customer. |
How will my money be returned?
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You can find all the details for the reimbursement of money in the "CONDITIONS" of the site. |
My Sorrento Mall
What is the advantage of registering on Sorrento Mall?
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Registered users have a number of advantages, which will become ever greater over time. Currently if you are registered you can: access the history of all the orders you have made with Sorrento Mall; you can buy items much more quickly because by inserting a user-ID and password, all the information is automatically filled; you can take advantage of the offers reserved only to registered users; you can receive our periodic newsletter with all the news regarding the site. |
How do I register?
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Go in the LOGIN section (see the top menu bar) and just click on "Are you a new customer and do you want to register?", then follow the istructions. |
If I forget my User ID or Password, can I retrive it?
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Each time you are asked for your User ID and password, there is always a link Don't you remember your User ID or Password?. Insert the data you are asked for and you will receive an e-mail with the information you forgot. |
Can I change my password or other registration data?
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Certainly: just login (if you are already logged, go to MY DATA), click on MY PERSONAL DATA and change any information you want. Only the User ID cannot be changed. |
Can I check my previous orders?
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Registered users can consult their previous orders, just login (if you are already logged in, go to "MY DATA"), click on MY ORDERS, click on the order number you want to check. Attention, if, before submitting an order, you are not logged in, after you will not able to check that order. |
Technical aspects
What is a cookie?
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Cookies are simply information packages associated with a particular site which are stored on the user's computer in a text file format. These files allow the site to recognise individual users. |
Does Sorrento Mall site use cookies?
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sorrentomall.com uses cookies so that when you navigate in a reserved area (MY DATA) you don't have to re-register yourself on every page. They are also used to memorise the choice of items in your shopping basket until the moment the order is completed. |
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