The answers to all doubts relating to the purchase of The Care products

If the shipping costs are not visible or the words "SHIPPING NOT YET CALCULATED" appear, it is because you have not yet entered a shipping address in your account.

To enter a shipping address within your account, click here . You may be advised to reload the cart page if left open.

If you have already entered a shipping address and are still experiencing difficulties, you can contact us from the contact form .

The Care offers 2 installment payment options for your orders:

• PayPal Pay in 3 installments
• Klarna via Stripe

PayPal Pay in 3 Installments

You can pay for your orders from €30 to €2000 in 3 interest-free installments, thanks to PayPal’s initiative.

To proceed, select PayPal as the Payment Method at the Checkout, then continue on PayPal's platform. If you are eligible for the Pay in 3 installments option, PayPal will offer it among the selectable choices.

If the option is not available at the Checkout, this might be due to PayPal, and we recommend checking this with PayPal customer service.

For further questions or doubts regarding this payment method, please consult the Pay in 3 Installments on PayPal section.

Klarna via Stripe

Stripe offers payments via Card, Apple Pay, Google Pay, and other methods, including Klarna starting from August 1, 2024. Options include paying in 3 installments or paying after 30 days.

The requirements to access installment payments via Klarna are as follows:

• Being at least 18 years old
• Using a valid Debit, Credit, or Prepaid card

A valid card means a card registered in your name, currently active, with at least 60 days of validity remaining after the purchase date. The card must also have sufficient funds to cover the purchase amount. Pay in 3 installments is a credit product, and the decision to grant credit is subject to an approval process. For more details, we recommend visiting the Klarna website.

To make a return, you must send a written request through the contact form on the site, we will now show you the procedure to follow:

• Go to the Contacts section of The Care
• Select the item " Returns and refunds " as " Reason for contact ".
• Enter the email on which you want to receive a response from the support team
• Indicate the reason for the return , preferably specifying the order number

Once the return request has been made, Customer Service will send emails authorizing the return or providing further clarifications. Therefore, we invite you not to prepare the return until Customer Service gives you confirmation. When the return is authorized, the product must be packaged appropriately and prepared for shipping.

The return exercised for the right of withdrawal, as per current legislation, is to be considered the responsibility of the buyer. The Care, based on availability, will be able to provide a Link to purchase the return shipment (you will need to print the Waybill to affix to the return), these costs (indicated on the Link provided and variable based on the product being returned) will then be deducted from the refund for the return made. In this case shipping insurance is to be considered included and therefore the responsibility of The Care.

It is important to note that the goods being returned must be returned within 14 days of the return being authorized in the same condition in which they were received; therefore, returns will not be accepted for used, opened or damaged products.

In the case of shipping at the buyer's expense, the latter will be responsible for any damage, loss or delays by the courier. It is therefore recommended to insure the goods and follow the courier's instructions on packaging methods for insurance purposes.

If the buyer uses his own courier to make the return, the return address will be communicated by Customer Service. For further doubts, questions or information we recommend that you consult the contractual conditions .

Reimbursement

The refund is better described in the contractual conditions, but will follow once the product has been received and deemed suitable by the warehouse within 15 working days.

Shipments on The Care are entrusted to the SDA courier with national shipping 24/48 hours once the order has been prepared and is ready for collection (an operation which could take up to 72 hours in the case of strikes or similar).

Once you have entrusted your order to the SDA courier you will receive notification via email , and the status of your order will change from "Preparation in progress" to "Shipped". The email received will contain the tracking information, but it will be possible to find the tracking number directly from theorder history on https://the-care.it/gb/ by following the steps listed:

• Access https://the-care.it/gb/ website with the account credentials relating to the order to be tracked
• Go to the Order History section by clicking on the account icon > My Account >Order history and details
• Now click on the right on " Details " on the line corresponding to the order to be tracked
• Scroll down the page until you get past the contents of the order
• under the " Tracking Number " column there is the Tracking Number necessary to track your order

Once you have obtained the tracking number, you can enter it on the SDA tracking page by entering the number under "Deliveries/Release", thus obtaining the information relating to the shipment of the order.

National shipments on the-care.it are free for amounts over €100 (only for national orders).

To access free shipping you will therefore need to have a cart amounting to €100 or more, the discount code for free shipping will be automatically applied.

For foreign orders, therefore directed outside Italy, this threshold is €200, therefore only orders of this amount or higher with a foreign shipping address will automatically receive free shipping.

National shipments on https://the-care.it/gb/ cost €10.00 VAT included for shipments up to 2.5 kg, the cost will be automatically calculated based on the products in the cart.

International shipments are not currently available, but will be available soon.

Shipping costs include not only shipping by courier, but also order preparation:

• Shipping package | The Care uses different types of packaging for its shipments based on the orders to be processed. Each packaging chosen for the delivery of your orders has been carefully selected to provide practical and robust packaging, capable of withstanding situations of pressure, falls and in general little care during the shipping phase
• Internal packaging | Depending on the orders and packages used, the items shipped are wrapped or surrounded by filling material to prevent the purchased products from being hit or damaged during transport
• Preparing the order | A competent and trained team manages each shipment with maximum attention and care, ensuring that the products are delivered in the best possible way

We have been committed to selecting recyclable materials for years, preferring paper where possible or in any case the use of recyclable materials.

Shipping of all orders will be free for carts over €100

We at The Care try every day to improve our shipping system to reduce the impact on the environment. For this reason we use shipping materials and packaging that are as ecological or recyclable as possible.

How to dispose of the different materials with which The Care products are shipped:

• Box | the box used for shipping is marked as "PAP20" or "PAP21" and can be disposed of in the paper recycling container. Be sure to remove any tape or non-paper materials before disposal
• Filling material | the filling material used is marked as "PAP20" or "PAP21" and can be disposed of in the paper recycling container
• Paper adhesive tape | the adhesive tape used to close the package is made of reinforced paper and can be disposed of in the unsorted waste container

Always remember to follow local waste disposal guidelines and consult your local waste collection service to ensure you are adhering to good environmental practices.

During CheckOut you will always find updated payment methods available for the payment of your orders.

Specifically, we will not mention installment payments , to which we have reserved a dedicated section, but the traditional payment methods available on The Care website:

• Bank Transfer | You will receive the coordinates to proceed with the payment of the order, only once received will the order be processed
• PayPal | Platform dedicated to electronic payments. Instant payment and greater speed in order processing
• Credit Card | Through the Stripe partner, to process all payments from credit or prepaid cards. Instant payment and greater speed in order processing
• Google Pay | Through the Google Pay platform for Smart payments. Instant payment and greater speed in order processing
• Apple Pay | Through the Apple Pay platform for Smart payments. Instant payment and greater speed in order processing

The payment method can be selected based on your preferences during CheckOut and in some cases a payment method can speed up the order processing process.

For further details and information, we recommend reading the general conditions of sale and contractual conditions .

Once the order has been placed, it will be processed as follows before being entrusted to the courier for shipping:

• Payment verification | Customer Service will verify eligibility or receipt of payment within 24 hours of validation. Bank transfer payments may take up to 5 days to be received and verified by Customer Service
• Preparing the order | Your order will be sent to our warehouse which will prepare your order with the utmost attention and care, this process may take some time depending on the orders received, to check the maximum order processing times we recommend you visit the Contractual conditions
• Shipping booking | As soon as your order is ready, we will book the shipment based on the shipping method you have chosen
• Reliance on the Courier | Once prepared and ready, your order will be entrusted to the courier and delivered to you

The shipping times available during CheckOut and selectable by you are 24/48 h or 4-5 days, but they are subject to the order preparation procedure, which is why we cannot provide the expected delivery date. We undertake to do everything necessary to process your order within 24 working hours, but in some cases it may take more days. The shipping time selected therefore refers only to shipping with an affiliated carrier and does not include the times for verifying and preparing the Order. For the shipping of EU or Extra EU orders, the times indicated may vary and differ from what is indicated.

To ensure you receive our emails correctly and prevent them from ending up in the Spam or Junk folder, you can add The Care to your email contacts. Email services like Gmail, Outlook, Yahoo, etc., consider messages from contacts in your address book as safe.

Here’s how to add The Care to your address book or contact list to receive all our communications according to your email service:

GMAIL

1. Open Gmail
2. In your inbox, find and open the message from the contact you wish to add to your address book
3. Click on the sheet icon with a folded corner in the top right of the message (near the sender’s email address)
4. Select "Add to contacts"
5. In the next window, verify and complete any additional information
6. Click "Save"

Outlook (Hotmail)

1. Sign in to Outlook
2. Open the message from the contact you want to add to your address book
3. Click on "..." (more) near the sender’s name
4. Select "Add to contacts"
5. Verify and complete the contact information
6. Click "Save"

Yahoo Mail

1. Sign in to Yahoo Mail
2. Find and open the message from the contact
3. Click on "Add to contacts" next to the sender’s email address
4. Verify and complete the contact information
5. Click "Save"

The instructions provided may vary based on specific versions of email applications or services. However, generally, looking for an option like "Add to contacts" or "Save to contacts" should help you easily add a contact to your address book.