Homepage E-commerce FAQs

E-commerce FAQs


Which methods of payment do you accept?

You can choose to pay by various methods on our website.

– Bank transfer
– PayPal and credit card on the PayPal circuit (MasterCard, Maestro, Visa, Visa Electron, American Express, Aura, Discover);

Why was my credit card declined?

Your credit card is generally declined for one of the following reasons:

– the data requested for payment does not match your credit card data;
– you have not activated your security code (some credit cards require an additional security code, supplied by the bank, which must be entered to confirm payment);
– you have exceeded your credit card limit;
– the credit limit for this period of time may have been exceeded or your card may be out of date;
– if you think there may be any other problems, please contact your credit card issuer.


What are the delivery times?

The courier may vary according to the order destination. The delivery methods are as follows:

– 1-2 working days in Italy
– 3-4 working days in Europe.

You will be updated on the status of your shipment thanks to the tracking (the shipment number) associated with your order.

When the package is shipped from our warehouses, you will receive an email confirming the shipment in which you will find a link to click on and follow the delivery that takes place between 9.00 and 18.00, from Monday to Friday.
Delivery times vary by area.
You can therefore at any time check where your shipment is located.

What are the delivery costs?

The shipping is free for all the European destinations (Italy, Germany, France, Spain, Netherlands, Belgium, Ireland).

Which courier do you use for deliveries?

The courier may vary according to the order destination.
For shimpments we rely on TNT/FedEx and UPS.

How can i track my order?

After confirming the payment, you will receive an e-mail communication containing the summary of your order.
When processing the order, you will receive a second communication via e-mail which attaches the sales note of your order.
Upon shipment of the order, you will receive an email with the tracking of the shipment.
Don’t be in a hurry to click the link right away!
In fact, it could still take a few hours before the courier system updates the status of the shipment.

Shipment in storage

The courier website informs that my order is in storage. What should I do?

No problem, we will take care of returning your order!
Check what is the cause of the stock through the tracking received by e-mail and fill out the contact form by selecting E-shop Orders Assistance.
Don’t forget to insert in the message text:

– The order number
– The reason for the inventory (absent recipient, incorrect or incomplete address)
– The instructions to put the shipment back into delivery – put back into delivery, add note as: house number, correct postcode, indicative delivery time, correct name and surname in the intercom – delivery to another recipient).

Return, Cancellation and Refund

May I cancel an order?

An order can be cancelled before our warehouse has begun the delivery process, of which you will be notified via e-mail. In this case we will proceed with the cancellation of the order and the refund of the transaction using the same payment method used during the purchase phase.

If the order has already been sent you can return goods ordered within 14 working days from the day of receipt (sales condition).

How can I return an order?

If the purchase made is not to your liking, do not worry: the steps for the right of withdrawal are simple and fast.

Remember that you have 14 working days from receiving the package to decide whether to keep or return the items of your order.

If you decide to return your order (partially or entirely) fill in the contact form selecting E-shop Orders Assistance. It is important that Calicantus srl is informed of your return to organize collection of your package.

Put the items (or the item) back in the original packaging, in perfect state of preservation, preferably with a copy of the sales note.
Print the shipment label which you received together with your order, attach it to the outside of the package and wait for collection of the package by the assigned courier.

LABO INTERNATIONAL S.r.l. must be informed of your return in order to guarantee control of the items and, consequently, reimbursement of the transaction; for this reason, we invite you to follow solely the procedure set forth above.

No package shipped cash on delivery or carriage forward will be collected by the warehouse dedicated to returns:

Labo International S.r.l., Piazza Zanellato 5, 35131 Padova.

Upon receiving the package, we will proceed, within 14 working days, with reimbursement of the invoiced price of the returned items using the same method of payment used for the purchase.

We remind you that you will be able to place a new order using our online shop if you wish to receive a replacement of the item returned.

**Service Notice: For return requests that will be accepted from July 24th and August 18th 2024, we inform you that free pick-up by the courier will take place from August 19th due to the Summer break.**

Can I exchange a product?

To receive the replacement of an item returned, simply place a new order on the reference online shop.
The goods returned by right of withdrawal will be refunded as per the procedure indicated in the conditions of sale.

I have received a different item from the one ordered or a damaged item. What can I do?

If you find yourself in this situation, first of all we want to apologize for the inconvenience.

We will take care of solving the report in the best way. Fill in the contact form by selecting E-Shop Orders Assistance. Don’t forget to insert in the message text:

– order number
– photo of the item received

Put the articles (or the article) back in their original packaging and wait for our instructions on the collection of the article and the replacement of the same.
If the competent department confirms that the item is damaged or incorrect, the shipping costs for the return and / or replacement will be borne by the seller.


Other questions?

For any other questions, do not hesitate to contact us via the contact form.


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