Shipping policy

Shipping Policy

Last updated: 2 September 2026

Delivery areas

  1. INTERCOM S.r.l. delivers exclusively within Italy and to European Union Member States. Orders with a delivery address in countries other than those indicated above cannot be processed.
  2. This limitation follows from the nature of the Products: alcohol-based perfumes and fragrances are classified as dangerous goods (UN 1266 – Perfumery products, Class 3 – flammable liquids) under the ADR regulations on the carriage of dangerous goods by road and the corresponding IATA rules for air transport. Their shipment is therefore subject to specific transport restrictions and customs formalities which, outside the territory of the European Union, do not allow INTERCOM S.r.l. to guarantee that an Order can be fulfilled within adequate times and conditions.
  3. Also excluded from delivery, even though they belong to Member States, are those territories that do not form part of the customs and/or tax territory of the European Union, including, by way of example and without limitation: Livigno, Campione d'Italia, the Canary Islands, Ceuta and Melilla, the French overseas departments and collectivities, the Åland Islands, Mount Athos, Heligoland and Büsingen. The Republic of San Marino and Vatican City are likewise excluded.
  4. Should an Order with an excluded destination nevertheless be submitted, INTERCOM S.r.l. will inform the user, cancel the Order and refund in full any amounts paid, at no cost to the user.

Shipping costs and delivery times

Shipping costs and estimated delivery times are calculated automatically on the basis of the destination and the weight of the Order, and are clearly shown in the summary screen before the Order is confirmed. No shipping cost is ever charged without having been shown to you beforehand.

Any promotions on shipping costs are announced on the Site and apply according to the conditions indicated at the time.

Order preparation

Orders received on working days are prepared and handed over to the courier as quickly as possible. Orders received on Saturdays, Sundays or public holidays are processed from the next working day.

During company closures — holiday periods and summer breaks — the processing of Orders may be temporarily suspended; this is announced on the Site with a prominent notice. Orders received during a closure are shipped when we reopen.

Delivery

INTERCOM S.r.l. delivers exclusively to the territories set out in the Delivery areas section.

As the Products are subject to the rules on the carriage of dangerous goods, shipments are entrusted to authorised carriers (currently GLS) and normally travel by road: delivery times to certain destinations, in particular smaller islands and remote locations, may therefore be longer than usual.

When the parcel is handed over to the courier, the user receives the shipment tracking number by email and can follow its progress.

While INTERCOM S.r.l. makes every effort to meet the times indicated at the time of the Order, it cannot guarantee an exact delivery date.

Unless otherwise agreed with the user, delivery takes place without undue delay and in any event within 30 days of the conclusion of the Contract. Should delivery not take place within that period, the user may grant INTERCOM S.r.l. an additional period appropriate to the circumstances and, if that period also expires without delivery, terminate the Contract and obtain a full refund of the amounts paid. If the delivery deadline had been expressly agreed as essential, the user may terminate the Contract immediately.

Failed delivery, incorrect address and storage at the depot

The user must provide a complete and correct delivery address and a valid telephone number, which the courier may use to arrange delivery.

If the parcel cannot be delivered because the recipient is absent, the address is incomplete or incorrect, or the courier's attempts to make contact go unanswered, the shipment is held in storage at the carrier's depot. INTERCOM S.r.l. will endeavour to contact the user and arrange a new delivery.

Once the carrier's storage period has expired, the parcel is returned to sender. In that case INTERCOM S.r.l. will refund the price of the Products to the user, and may retain the shipping costs already incurred together with the storage and return charges applied by the carrier, where the failed delivery was due to incorrect or incomplete details supplied by the user or to the user being unreachable. Alternatively, the user may request a new shipment at their own cost.

Damage in transit

The risk of loss of or damage to the Products remains with INTERCOM S.r.l. until the moment when the user, or a third party designated by the user other than the carrier, takes physical possession of the goods.

On delivery, we recommend that you check that the packaging is intact. If the parcel appears visibly damaged, wet or tampered with, it is useful to accept it subject to a specific reservation, stating the reason on the courier's delivery document, and to contact us straight away. The reservation is not a condition for exercising your rights — these remain fully intact even if you accept the parcel without one — but it allows a claim to be opened with the carrier more quickly.

If a Product arrives damaged, INTERCOM S.r.l. will, at the user's choice and as far as reasonably possible, replace the Product or issue a full refund including the shipping costs paid. The cost of returning the item is borne entirely by INTERCOM S.r.l., which will send a prepaid shipping label or arrange collection. To open a claim, simply write to info@essenzadipisa.com attaching the order number and a few photographs of the Product and of the packaging.

Faulty products, returns and withdrawal

This policy covers shipping and delivery. Everything else is governed by the dedicated pages:

  • Faulty or non-conforming products — the legal guarantee of conformity of two years applies, as provided by Articles 128 et seq. of the Italian Consumer Code and explained in clause 12 of the Terms and Conditions of Sale.
  • Change of mind and right of withdrawal — fourteen days to return your order, as set out in the Refund and Returns Policy.
  • Force majeure and limitations of liability — governed by clause 14 of the Terms and Conditions of Sale.

Nothing in this policy limits or excludes the rights granted to the user by law.

Contact

INTERCOM S.R.L. — Via Genova 27, Fornacette, 56012 Calcinaia (PI), Italy
Returns address: Via Curiel 91, 56021 Cascina (PI), Italy
info@essenzadipisa.com — +39 347 373 4434

This is a translation of the Italian "Informativa sulle spedizioni" provided for the convenience of English-speaking customers. In the event of any discrepancy, the Italian version prevails.