How long does it take for an order to be delivered?
Our warehouse processes orders on the day of receipt if received by 4:00 PM Italian time. The expected delivery times are indicated on the payment page and depend on the selected shipping service and the destination country.
Who is responsible for any customs fees?
Any customs or import fees charged upon the arrival of the package are the responsibility of the recipient. We have no control over these costs and cannot communicate the total amount that may be charged in advance.
We recommend contacting the local customs office to receive a quote for any customs fees.
Are there shipping costs?
Shipping is free in Italy for orders over €250.00 and outside Italy for orders over €500.00.
Do you ship items in gift packaging?
No, it is not possible to send orders in gift packaging.
Is it possible to change the shipping method after completing an order?
Once the payment process is complete, it will not be possible to change the shipping method. Please carefully check the order before pressing the “Buy” button.
Can I receive the shipment at my office address?
You can freely choose the address where you want to receive the order when you place it. We deliver to commercial addresses but do not assume any responsibility in case of loss or damage to the package once delivered to the desired address.
I haven’t received the package, and there is no information about attempted delivery, what should I do?
First, check the information in the shipping notification email to see if there are additional details about your package. Ask your neighbors if they have picked it up on your behalf (this information should be indicated in the shipment tracking information).
Contact us if the shipping tracking information confirms delivery by sending an email to ordini@astreet.it, citing your order number.
Why am I not receiving my order?
Check the delivery date indicated in the shipping email and see if there are additional details about your package. Remember that the delivery date provided at the time of purchase is indicative. Also, check that the shipment has not been picked up by a neighbor on your behalf (this should be indicated in the shipment tracking information).
Contact us if there are no updates on the shipment status for 5 days by sending an email to ordini@astreet.it, citing your order number.
Will I receive an email to notify me of the shipment?
Yes. Also, check your spam messages. Shipment information can also be viewed by logging into your Officine Superbike account.
Contact us if you have not received a shipment notification email, and it does not show that the order has been shipped within 24 hours by sending an email to ordini@astreet.it, citing your order number.
If the item I purchased has a problem/defect, what can I do?
If you receive an item that does not meet your expectations or is defective, contact us by sending an email to ordini@astreet.it, citing your order number. We will explain what to do.
I received a damaged package! What should I do?
If the content of the package is also damaged or if there are missing items compared to the order, do not hesitate to contact us.
Why does the tag of an item not show the price?
It may happen that items ordered online are shipped without a price or without a tag. However, the customer always has the right to return the received items within 28 days of delivery.
The order I received is not mine! What should I do?
If you received the wrong order, contact us as soon as possible by sending an email to ordini@astreet.it, citing your order number.
The courier left a notice of passage with no information? What should I do?
Check the information in the shipping notification email to see if there are additional details about your package.
Contact us if you have not found the package 24 hours after the shipment tracking information confirms delivery by sending an email to ordini@astreet.it, citing your order number.
Where do orders ship from?
Our organization has several distribution warehouses, all located in Italy.
I received the wrong item, what should I do?
If you received an unordered item or one that is different in color or size, contact us by sending an email to ordini@astreet.it, citing your order number, and we will explain what to do.
An item is missing from my package, what should I do?
If your package does not contain the entire order, check the attached documents to see if the items you received match the invoice (our warehouse may split orders into multiple shipments).
If the packing slip indicates an item that should be in the package but is missing, contact us promptly by sending an email to ordini@astreet.it, citing your order number.
Note: Verifying missing items may take up to 5 working days.
Can I change the ordered items?
The package contains documents summarizing the information needed to return an item. If the desired size or color is not available when we receive the return, we will refund the corresponding amount and inform you via email.
If you want a different item, you will need to return the unwanted item and place a new order.
How do I return goods?
If you need to make a return and have not received any documents in your package, follow these steps:
- Click on the portal link – https://officinesuperbike.returns.international/
- Enter the complete order number, for example, OFFSUPERBIKEIT1191234
- Enter your postal code, phone number, or the email address used for the purchase
- Print your return label and attach it to the outside of the package. Please note that the label can be printed within 7 days of its creation.
- Contact us to notify us that you are ready to return by sending an email to resi@astreet.it, citing your order number. Ship the goods to the address indicated on the return form. You have 28 days from the shipping date. You can download the return form attached to the order from our website.
- Returns will be processed within 10 working days of receipt in the warehouse.
Do I have to pay for the return?
All returns from Italy are free if you follow the instructions received with your merchandise. If you want a different item, you will need to return the unwanted item and place a new order.
I received a refund, but I requested a replacement. Why?
If the desired size or color is not available when we receive the return, we refund the corresponding amount and inform you via email.
Why have I not yet received a refund or replacement?
As soon as the return request is processed by our warehouse, we send an email. Contact us if you have not received any message within 10 working days of receiving the return at our warehouse by sending an email to resi@astreet.it, citing your order number.
After receiving the email notifying you that the refund has been processed, it may take up to 5 working days for the credit to appear on your credit card statement or 24 hours for PayPal refunds.
Can I get assistance regarding my shipment?
To assist you with a return, we will need information about the shipment. If you no longer have this information, contact the courier directly, and they can help you locate the return.
How can I know if you have received my return?
By checking the return shipment information, you can see if the package has been delivered. Once the package is received, it will take 7-10 days to process the return.
Once the return is processed, you will receive a confirmation email containing a new shipment number (if you requested a replacement) or a refund receipt.
I think I received an incorrect refund. What should I do?
Contact us by sending an email to resi@astreet.it, citing your order number if you believe that your refund has not been processed correctly.
RETURN POLICY
If, after receiving your order, you are not completely satisfied with the purchase, you can return one or more items in their original condition within 28 days of receipt. Note: For hygiene reasons, we cannot refund intimate apparel, swimwear, and perfumery items (including perfumes) that have been used, opened, or whose packaging is damaged. These criteria do not affect the buyer’s statutory rights.
Please fill out the return form attached to the order. When returning an item, it is essential to provide the order number and your personal information. Clearly specify whether you want the item to be replaced or refunded. Without this information, we will not be able to fulfill your request.
It is preferable for items to be returned in their original packaging, including the attached documentation, and accompanied by the completed merchandise return form.
Please take reasonable care of the purchased goods while they are in your possession. You can check and try on the merchandise. When trying on clothing, make sure not to wear makeup, perfumes, aftershave, or deodorants that may leave any traces on the item. We will not accept the return of items where these instructions have not been followed. Items must not be returned stained, torn, or damaged.