SALES | EVERYTHING UP TO 70% OFF ON THE FALL/WINTER COLLECTION | BUY NOW
SALES | EVERYTHING UP TO 70% OFF ON THE FALL/WINTER COLLECTION | BUY NOW
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FAQ

ORDERS

HOW TO PLACE AN ORDER?

To place an order in our online store, simply locate the product you wish to purchase, choose the desired size and color and click on "Add to Cart".

To view the contents of your order, modify or cancel an item, click on the "Shopping Cart" icon at the top right of every page.

To conclude the purchase, click on "Buy Now" to finalize your order and continue as a "Guest" if you do not have an account or do not want to create one at this time. To purchase as a Guest you must enter your email address.

If you have an account, enter your credentials to proceed with payment.

After entering your information, choosing the delivery method and payment method you can see the order summary and conclude the purchase by clicking on the "Confirm" button. 

WHAT HAPPENS AFTER I HAVE MADE THE ORDER?

Once you have made the order, you will receive an e-mail at the address you specified during checkout confirmation with the order number and details of purchases made. In case of unavailability of products purchased we will send those available and / or cancel the order in case of a single product. In the latter case you will be informed by our customer service.

The cost of unavailable items will not be charged.

CAN I CANCEL OR MODIFY AN ORDER?

The order cannot be modified. In the event that you change your mind you can use the procedure provided for the return.

CAN I KNOW WHEN AN UNAVAILABLE PRODUCT WILL BE BACK ONLINE?

When a product is not available, you can ask to be notified as soon as it will be back online by clicking on the button "Notify me when available". 

CAN I PLACE AN ORDER BY PHONE?

We are sorry, but at the moment it is not possible to purchase by phone.

If you have any problems with your purchase, you can contact Customer Service in the Contacts section.

WHEN CAN I CONTACT CUSTOMER SERVICE?

The Customer Service is active from Monday to Friday from 9:00 to 13:00 and from 15:00 to 18:00 and you can contact it by filling out the form "Contacts".

CAN I ASK FOR THE INVOICE OF MY ORDER?

In the event that you require an invoice, you must request it during the purchase process, before payment. Make sure that the billing information entered is correct because it will not be possible to change it once the purchase is completed.

CAN I CHANGE SIZE?

To change size you must return the product and buy the item again in the size you prefer.

 

ACCOUNT

HOW CAN I CREATE/ACCESS MY ACCOUNT?

In order to register to the site, click on the icon in the upper right corner and you will find the voice "Login / Register".

On the next page, click "Register" in the "new customer" section and fill in the required fields.

To access the site, click on the icon at the top right and you will find the item "Login / Register".

On the next page, enter your e-mail and password in the "Registered Customer" section and click on "Login".  Alternatively you can access directly from here to the Login page.

I AM NOT ABLE TO ACCESS MY ACCOUNT?

If you are unable to access your account please follow the instructions below:

  • check that the email and password you are using are the same ones you used when you registered.
  • If you have forgotten your password, click on "Forget your password?" and enter your email address. We will immediately send you an email from which you can set a new password.

If you are still unable to access your account, please contact our Customer Service team here.

CAN I PLACE AN ORDER AS A GUEST (WITHOUT REGISTERING)?

Yes, you can make a purchase as a guest. After adding your products to your cart, continue the check out process by clicking on "Buy Now" and continue as a "Guest" if you do not have an account or do not wish to create one at this time.

You will be able in any case to monitor your order on the section "Check an Order" that you find in the last section at the bottom of our site.Si, è possibile effettuare un acquisto come Ospite.

HOW CAN I DELETE MY ACCOUNT?

To delete your account, log in with your credentials and enter the area "Profile", then “Privacy” and click on "Deactivate account".

Alternatively you can use the Contact form in the Customer Service section. If you prefer not to receive our communications via e-mail, you can use the unsubscribe link at the bottom of all our newsletters.

 

PAYMENTS

WHAT ARE THE METHODS OF PAYMENT ON OUR SITE?

We accept the following payment methods: MasterCard, Visa, PayPal.

CAN I PAY WITH CASH?

We're sorry, but it is not possible to pay with cash, checks or cash on delivery.  

WHEN WILL MY CREDIT CARD BE CHARGED?

As soon as the order is completed, a payment authorization will be automatically requested to verify the validity of the card and the availability of funds.

Payment will be made only when the products ordered are shipped. If at the time of shipment any item should be unavailable, the amount charged will correspond to the items actually shipped.

MY CREDIT CARD HAS BEEN DECLINED

If the transaction was not successful, we recommend that you verify that:

  • Your card has not reached the maximum monthly spending limit or that there is sufficient credit to cover the amount;
  • Your card is enabled for online purchases;
  • The data entered is correct;
  • Your session may have expired;
  • Your card's circuit may be having problems;
  • Your payment method is not supported by our systems.

WAS THE ORDER PLACED WITH PAYPAL SUCCESSFUL?

If you placed an order through PayPal, please wait for PayPal to redirect the page to www.bucalo.es before closing any browser window, so that the transaction can be completed. If you have received confirmation from PayPal, but have not received an order confirmation email from Bucalo, please contact our Customer Service.

IS MY PAYMENT SECURE?

The transmission of payment information is done through the highest security standard thanks to the adoption of the most advanced encryption systems (SSL): credit card data will be totally unreadable to third parties. Bucalo uses only protected connections, as demonstrated by the prefix "https" that appears in the address bar of your browser.

HOW DO I REQUEST THE INVOICE?

To request the invoice, in the order phase, it is necessary to check the box "Request invoice" and insert all the necessary data for invoicing.

If you have not inserted the request in the order phase, it will no longer be possible to issue the electronic invoice.

 

SHIPPING

HOW MUCH DOES SHIPPING COST?

Standard shipping costs €8.90 and is processed within 3-5 days of receipt of order in Italy (within 4-6 days if delivery is to the Balearic or Canary Islands). For all orders over €100.00, shipping is free. However, free shipping may vary during promotional periods.

Premium shipping has a cost of 13€ and guarantees delivery in 24/48H.

WHEN DO DELIVERIES TAKE PLACE?

Deliveries are made only on normal working days/times (not on weekends or holidays).

If at the time of delivery you are not at home, the courier will try to call the phone number to arrange delivery and in case of non-delivery, please contact customer service to arrange a new delivery.

CAN I FOLLOW THE STATUS OF MY SHIPMENT?

As soon as your order has been entrusted to the courier, you will receive an email confirmation of shipment with the tracking number to follow your package.

In addition, you can check the status of your shipment at any time by entering the "Orders" section available in your user profile or in the section below if you have made a purchase as a Guest.

IN WHICH COUNTRY DO YOU SHIP?

We currently ship to Italy and Spain (via www.bucalo.es). For shipping to other countries, please visit www.bucalo.eu . 

CAN I ASK YOU TO SHIP TO AN ADDRESS DIFFERENT FROM MINE?

To ship to any address you wish, simply indicate the delivery address in the "shipping address" section. If you want to request an invoice, you can indicate the address of the person who buys in the "Billing address" section and the address of the person who receives the order in the "Shipping address" section.

 

RETURNS AND REFUNDS

HOW TO RETURN AN ITEM?

If you have changed your mind, you can return the items you want within 14 days from the date of delivery of the package.

Just follow the following procedure:

If you are a registered customer: log in with your credentials and go to "your profile". In the Orders section click on the order you want to return and select "Make a Return".

If you are an unregistered customer: if you made the purchase as a guest, go to the section "Check your Orders", at the bottom of the site and enter the identification number of the order and the email with which you made it. Select "Make a Return".

After selecting the products you want to return, fill out the return form. You will receive an email confirmation of the start of the return procedure by our Customer Care, which will contact you to schedule delivery and send the label you must print and place inside your package.

Important: in the absence of these documents we will not be able to handle your request for return and therefore we can not proceed with the refund.

In addition, we remind you that items belonging to different orders cannot be combined in a single return shipment: in this specific case, it will be necessary to start the return procedure for each of the orders placed.

In addition, the products must be returned intact, with labels, in their original packaging and with the same any accessories in the package, must not have been worn and must not show signs of wear, tampering or suffered actions that may have altered the original state of the product.

Entrust the package to the courier who will pass for the withdrawal to the address indicated. In case of need or for any question, please contact our Customer Service.

REFUND

Once we have received the items and verified the condition of the products, we will proceed to refund the items through the same payment method used at the time of purchase. The time required to see the refund on your account may also vary depending on your Credit Institution.

WHAT HAPPENS IF I RECEIVE A DEFECTIVE PRODUCT?

In case of a defective product, we ask you to promptly contact our customer service via e-mail, attaching one or more photos relating to the defect. The customer service will contact you to manage the return procedure. As soon as we receive the products in our warehouses we will proceed to refund the amount corresponding to the defective products found. Please note that we do not accept items worn, abused and with signs of wear.

 

NOT FOUND THE ANSWER YOU WERE LOOKING FOR? 

Contact our Customer Service, they will be happy to help you.