customer care

Cittadellarte store was born with the idea of conveying the message of a responsible social transformation through the range of its products. The products on sale are the outcome of projects developed within Cittadellarte or creations of new designers or artisans who share its mission: "to inspire and make a responsible change in society through ideas and creativity".
The store itself is 300 square metres of sustainable fashion and design, toys and ornaments made of natural and recycled material, ethical products, videos and publications for adults and children about art, the environment and a sustainable world.

HOW TO SHOP ON LINE

Our products are organised in seven categories: Accessories, Publications, Clothing, Jewellery, Toys, Stationery, Art and Design. You can select the category and follow the path into the available sub categories, or type the name of what you are looking for in the box in the menu at the top of the page. You will always have a few highlighted products on the right of the screen. Once you have found what you are interested in you can find further information on the product clicking "Product details". The box on your right allows you to select the quantity (and the size if relevant), clicking "Add now" puts the item directly into your basket. At that stage you can then carry on with your shopping or go on to place the order.

HOW TO REGISTER
You need to register to be able to shop at our on line store. The procedure is extremely easy. You just need to click on "Register" at the top of the screen and fill in the form with your details as requested: user name, e-mail address and password, which you will need to be recognized as one of our customers. The following fields (name, surname and address) will be memorized ready for when you next shop with us.

HOW TO LOG IN
If you are already registered as one of our customers you can access the site directly typing your user name and password in the box "Log in" at the top of the page. If you have forgotten your password just follow the simple procedure suggested in the log in box and you will have it sent to your e-mail address.

HOW TO PLACE AN ORDER
Once you have selected the products you want to buy you will be asked to enter your e-mail address and password, you will then have to confirm the delivery address. You can then select the delivery method and the preferred payment method and the order is ready to be sent.

PAYMENT
You can pay using Paypal, with a bank transfer or cash on delivery (only for deliveries to Italian addresses).
Payment through Paypal. At the payment step a window will open for you to log onto Paypal, if you don't have an account with them you can open one at that stage before sending the order.
Payment with bank transfer. Follow the procedure suggested on the screen providing the details as requested. The order will be dispatched once our account has been credited.
Payment cash on delivery. This method is available only for deliveries to Italian addresses and entails an extra cost of 5€. When you receive the parcel you will need the exact sum in cash. The courier will not be able to accept cheques or give change. In the eventuality of a refund you will need a bank account for us to credit.

DISPATCH AND DELIVERY
Cittadellarte ships worldwide through Swiss Post.
Delivery times within Italy vary from 4 to 15 days depending on the destination.
Worldwide delivery times vary depending on the destination.
Customers are responsible for any applicable customs duties or taxes that may be imposed on a delivery in the destination country.
The customer might decide to insure the goods ordered, at an extra €8 per delivery.
Cittadellarte Store will advise the customer should the product be temporarily out of stock.

RETURNS
If for any reason you are not entirely happy with the products purchased from our on-line shop, you can send back the goods to the address below within the next 10 days specifying the reason for the return and we will refund the value of the goods returned.
We recommend to send the parcel as registered mail, the cost will be at your expenses unless we made a mistake in dispatching the goods or the products are somehow faulty.
This is our address:
Cittadellarte Store, via Serralunga 27, 13900 Biella

REFUNDS
Once Cittadellarte Store has received the goods back you will be advised via e-mail.
Refund through Paypal. The moment we accept your return we will transfer the money back onto your account. It will show on Paypal within the next 24 hours. The time it takes for your card to get credited varies depending on the card issuer's processing system.
Refund with bank transfer. The moment we accept your return we will instruct our bank, please note that it could take up to 10 days for the whole process to be completed and for the money to appear on your statement.
Refund of cash on delivery. It will be processed as a bank transfer. We will need the details of the back account to be credited (account holder, name of the bank, IBAN)

The customer agrees to the term and conditions above.

HOW TO CONTACT US
Should you need to contact us you can write to or call the +39 015 0991 461 Tuesday to Sunday, from 10.00 to 19.00, excluding public holidays.


We are committed to protecting the privacy and the confidentiality of the personal information of visitors to our website. We undertake to ensure that all personal information in our possession is processed in accordance with the principles of the Law 675/96 art. 10. We collect personal information (such as your name, address, bank account details) that you supply to us because necessary for us to be able to provide our service. Any information you provide when registering with us will be used for Cittadellarte Store purposes only. We will update or cancel your personal information on your request at any time (art. 13). You guarantee that the information you provide us with are correct.