Orders and Accounts
HOW CAN I PLACE AN ORDER ON INCANTO.IT?
You can place an order directly on our website by selecting the desired items, choosing the size and quantity, and adding them to your cart. Once you've completed your selection, proceed to checkout, enter your shipping information, choose your payment method, and confirm your order. You'll receive a confirmation email as soon as your order has been successfully processed.
DO I NEED TO CREATE AN ACCOUNT TO PURCHASE?
You can place an order by following the procedure available at checkout. We recommend creating an account or logging in to your profile to more easily view your order history, the status of requests, and, if necessary, initiate a return request.
I DIDN'T RECEIVE MY ORDER CONFIRMATION. WHAT SHOULD I DO?
Please also check your spam, junk, and promotions folders. If you don't see your order confirmation, please contact our Customer Care team at support@incanto.it, indicating your name, surname and email address used for the purchase.
CAN I CHANGE AN ORDER AFTER CONFIRMING IT?
Once your order is confirmed, we cannot guarantee changes to items, sizes, colors, or quantities. If your order has not yet been prepared or shipped, we will do our best to assist you. Please contact us promptly at support@incanto.it.
CAN I CANCEL MY ORDER BEFORE IT SHIPS?
You can request cancellation of the order by writing promptly to support@incanto.itCancellations can only be made if the order has not yet been prepared, processed, or handed over to the courier. Once preparation or shipping has begun, we cannot guarantee cancellation.
HOW CAN I CHECK THE STATUS OF MY ORDER?
You'll receive email updates during the key stages of your order: order confirmation, preparation, shipping, and delivery. Once your order is ready for dispatch, you'll receive an email with your tracking number or a link to track your shipment.
WHAT HAPPENS IF AN ITEM I ORDERED IS NO LONGER AVAILABLE?
In rare cases, following inventory checks, one or more items may be unavailable. If they are completely or partially unavailable, our Customer Care team will contact you to offer a solution: a refund for the unavailable item, a possible alternative, or another agreed-upon solution.
Payments
IS IT SAFE TO USE A CREDIT CARD ON YOUR SITE?
Yes, payments made on incanto.it are handled through secure systems and authorized payment providers. INCANTO does not store your complete credit card information.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept various payment methods, including credit and debit cards, PayPal, Klarna, Apple Pay, Scalapay, Postepay, and gift cards, if available at checkout. Payment options may vary based on shipping country, order amount, and provider availability.
CAN I PAY BY BANK TRANSFER?
No, we do not currently accept bank transfer payments.
WHEN IS PAYMENT CHARGED?
The charge is processed based on the payment method selected. For cards, PayPal, Klarna, Scalapay, and other providers, authorization or debit may occur during order confirmation, according to the terms and conditions of the chosen service.
MY PAYMENT FAILED. WHAT SHOULD I DO?
We recommend checking the information you entered, the availability of the payment method, and whether it's authorized by your bank or provider. If the problem persists, you can try a different payment method or contact our Customer Care team.
CAN I USE A DISCOUNT CODE?
Yes, if you have a valid discount code, you can enter it in the appropriate field at checkout. The code must be used within the validity period and according to the promotion's terms. Discount codes cannot be combined, unless otherwise specified. If you wish to obtain a 10% discount code Sign up for our newsletter on your first order.
My discount code doesn't work. What can I do?
Please check that the code has been entered correctly, without spaces before or after,
and that it is still valid.
Also check that your order complies with the conditions of the promotion, such as
minimum amount, product category, shipping country, or any exclusions.
If the problem persists, please contact us at support@incanto.it.
HOW DOES THE INCANTO GIFT CARD WORK?
The Gift Card can be used online on our website www.incanto.itinserendo the code at checkout, according to the conditions indicated at the time of purchase or on the dedicated page. Alternatively, you can use it at our physical stores by presenting the printed barcode to our sales assistants. The available amount will be deducted from the order total. If the value of the Gift Card does not cover the entire amount, you can complete the payment using one of the available methods.
Shipping and delivery
WHEN WILL MY ORDER BE SHIPPED?
Orders are generally processed within 1–2 business days after order confirmation and payment. Orders are processed Monday through Friday, excluding Saturdays, Sundays, and holidays. Processing times may vary during sales, promotions, holidays, collection launches, or high-volume periods.
WHICH COURIERS DO YOU USE?
INCANTO ships via selected couriers, including DHL, GLS, FedEx, or other logistics partners, based on the destination, available service, and the best operational solution for delivery.
TO WHICH COUNTRIES DOES INCANTO DELIVER?
INCANTO ships to the countries listed at checkout. Some destinations may be temporarily unavailable due to customs, logistics, operational restrictions, or partner carrier restrictions.
HOW MUCH DOES SHIPPING COST?
Shipping costs are calculated and displayed at checkout before
Order confirmation. The current conditions are:
Italy
Shipping: €5.00
Free shipping on orders over €100.00
European Union countries
Shipping: €20.00 for orders up to €100.00
Shipping: €10.00 for orders from €100.00 to €300.00
Free shipping on orders over €300.00
Non-EU countries and the rest of the world
Shipping: €30.00
Free shipping on orders over €300.00
Free shipping thresholds apply to the value of products after
Any discounts, coupons, or promotions, unless otherwise indicated at checkout. These costs are consistent with the current shipping policy, where Italy, the EU, and the rest
of the world are distinguished by thresholds and amounts.
WHAT ARE THE DELIVERY TIMES?
Delivery times start from the moment the order is entrusted to the
courier, not from the date the order was placed.
Indicatively:
Italy: 2–3 business days after receiving tracking.
European Union: 3–5 business days after receiving tracking.
Non-EU countries: 5–10 working days, subject to any customs or import checks
local courier management.
The times indicated are estimates and may vary for reasons not directly under our control.
dependent on INCANTO, such as courier delays, customs checks, strikes,
weather conditions, holidays, incomplete address or absence of the recipient.
WHY IS MY TRACKING NOT ACTIVE YET?
Tracking may take up to 24–48 business hours to activate or update after the package has been handed over to the courier. If your tracking is still not updated after this time, you can contact our Customer Care team with your order number.
CAN I CHANGE THE DELIVERY ADDRESS?
If your order hasn't been prepared or handed over to the courier yet, we'll do our best to help you. Please contact us promptly at support@incanto.it, Please include your order number and new full address. Address changes cannot be guaranteed if your order is already being prepared or shipped.
WILL MY PACKAGE REQUIRE A SIGNATURE?
A signature upon delivery may be required depending on the courier, the destination country, the order value, or the shipping procedures. We recommend always following the instructions in the courier's tracking information.
WHAT SHOULD I DO IF THE PACKAGE IS DAMAGED?
Upon delivery, we invite you to carefully check the condition
outside of the package.
If the package appears damaged, opened, wet or tampered with, we recommend
to accept it with specific reservation, indicating the reason to the courier, or to
refuse delivery if damage is evident.
In case of problem, contact Customer Care within 24 hours of delivery,
attaching photos of the package, the packaging and the items received.
Failure to sign with reservations may make it more difficult to handle the complaint
with the courier.
WHAT SHOULD I DO IF ONE OR MORE ITEMS ARE MISSING FROM MY PACKAGE?
If one or more items are missing from your package, please contact us at support@incanto.it Please include: order number, missing item, photo of the package received, photo of the packaging, and photos of the items present. Our team will perform the necessary checks and update you as soon as possible.
WHAT HAPPENS IF I DON'T COLLECT THE PACKAGE OR THE COURIER CAN'T DELIVER?
The customer is responsible for receiving the package correctly and tracking it. If the package is returned to the sender due to an incorrect or incomplete address, recipient absent, failure to collect from a storage location, invalid phone number, or delivery refusal, any shipping, storage, return, reshipment, or customs fees may be charged to the customer.
WHY HAVEN'T I RECEIVED MY ORDER YET?
If the tracking shows a delay or has not been updated for several days, we invite you to contact our Customer Care at support@incanto.it Please provide your order number. We will check the status of your shipment with the courier and provide you with updates.
WHO PAYS DUTIES AND CUSTOMS TAXES?
For shipments to non-EU countries, any customs duties, local VAT, import taxes, administrative fees, or costs imposed by customs authorities or the courier are the customer's responsibility. INCANTO cannot predict or control the amount of any duties or taxes applied by the destination country.
Returns and Refunds
WHEN CAN I REQUEST A RETURN?
You can request a return for products purchased on incanto.it within 14 days of the order's delivery date. For orders delivered in multiple shipments, the return period begins from the delivery date of the last item received. Consumers generally have 14 days to exercise their right of withdrawal; after notifying us of the withdrawal, the goods must be returned within 14 days, as indicated by the MIMIT.
HOW CAN I REQUEST A RETURN?
To start a return request, log in to your account, Go to the Orders section and select Request Return. The request will be verified by our Customer Care team. Please wait for the approval email with instructions before shipping the package.
CAN I SEND THE RETURN IMMEDIATELY AFTER MAKING THE REQUEST?
No. We ask that you wait for the return approval confirmation and complete instructions before shipping the package. This way, we can correctly associate the return with your order and process the inspection and possible refund more quickly.
CAN I RETURN UNDERWEAR, PANTIES, AND SWIMWEAR?
Yes, but only if the items meet the return conditions. For hygiene reasons, underwear, panties, swimwear, and items with hygienic protection can only be returned if unused, unwashed, with the original tags and packaging intact, and with any protection or hygienic seal intact, if applicable.
IS THERE A COST TO RETURN?
Return shipping costs are the responsibility of the customer, except in the case of defective, damaged, or incorrect products due to causes attributable to INCANTO. We recommend using tracked shipping and retaining the tracking number until the return is confirmed.
WHEN WILL I RECEIVE MY REFUND?
The refund will be processed after receiving the package and quality inspection of the returned items. If the return meets the required conditions, the refund will be made to the same payment method used for the purchase, unless otherwise agreed. Actual crediting times may vary depending on the bank or payment provider.
WILL THE INITIAL SHIPPING COSTS BE REFUNDED?
In the event of a full return of the order, the returned items will be refunded, along with, where applicable, the standard delivery costs incurred at the time of purchase. Any additional costs chosen by the customer, such as express shipping, additional services, or delivery methods more expensive than standard delivery, will not be refunded. In the event of a partial return, only the returned and accepted items will be refunded.
CAN I EXCHANGE SIZE OR ITEM?
Exchanges are subject to item availability. If you would like a different size or model, you can request a return of the purchased item and place a new order. Alternatively, you can contact our Customer Care team to see if a different solution is available.
WHAT SHOULD I DO IF I HAVE RECEIVED A DEFECTIVE ITEM?
If you have received a defective or damaged item, please contact us at support@incanto.it within 14 days of delivery, including: order number, description of the problem, photo of the item, photo of the defect, and photo of the label or packaging, if available. After verification, we will offer you an appropriate solution: replacement, refund, or other mutually agreed upon solution.
WHAT SHOULD I DO IF I RECEIVED AN ITEM DIFFERENT FROM THE ONE I ORDERED?
If you have received an incorrect item, please contact us at support@incanto.it within 14 days of delivery. Please indicate your order number, the item ordered, the item received, and attach photos of the product and the label. If a confirmed error occurs, INCANTO will cover the return costs and offer you an appropriate solution.
Products and sizes
HOW DO I CHOOSE THE RIGHT SIZE?
See the size guide on the product page or below.
*Sizes may vary depending on the category, model and fit of the item.
Boss. If you have any questions, please contact our Customer Care team before purchasing.
CAN THE COLOR OF THE PRODUCT BE DIFFERENT FROM THE PHOTO?
The images on the site represent the product in the most faithful way
possible. However, slight color differences may occur due to shooting light, screen settings, or the device used.
HOW CAN I TAKE CARE OF MY INCANTO GARMENTS?
We recommend that you always follow the instructions on the inside label of the
product. To preserve the shape, color, and delicacy of garments, especially lingerie, silk, lace, beachwear, and homewear, we recommend delicate washes and, where indicated,
hand wash or in a special protective bag.
Promotions, newsletters and gift cards
HOW DOES THE NEWSLETTER DISCOUNT WORK?
By subscribing to the newsletter you can receive a 10% discount on your first order.
order. The code is personal, may have a limited duration and cannot be combined with other offers.
other promotions, unless otherwise indicated.
CAN I USE MULTIPLE DISCOUNT CODES IN THE SAME ORDER?
No, discount codes cannot be combined, unless otherwise indicated in the
Promotion. If you have multiple codes available, you can use the one that best suits your order.
ARE THE PROMOTIONS ALSO VALID ON OUTLET OR ALREADY DISCOUNTED PRODUCTS?
It depends on the terms and conditions of the individual promotion. Some codes or offers may exclude already discounted products, outlets, gift cards, or certain categories. The terms and conditions are specified in the promotional communication or at checkout.
CAN I BUY A GIFT CARD?
Yes, if available on the website, you can purchase an INCANTO Gift Card and use it according to the terms and conditions listed on the dedicated page. The Gift Card can be used by entering the code at checkout or in our physical stores by presenting the barcode at checkout.
Support
HOW CAN I CONTACT CUSTOMER CARE?
You can contact our Customer Care by writing to: support@incanto.it. Please always include your order number if your request concerns a previous purchase.
HOW LONG WILL IT TAKE TO GET A RESPONSE?
It depends on the request flow. Customer Service generally responds within 1–2 business days. During sales, promotions, holidays, or periods of high demand, response times may be longer.
