What countries can I buy from?
The list of countries to which asiofficialstore.com ships can be found by clicking the delivery van icon at the top right of the homepage. To properly process the purchase, we recommend choosing the shipping country before adding the products to the cart.
How do I know which size is right for me?
Within the products pages you will find a practical size guide. You will be able to select your size once you have measured the body parts indicated in the table. We remind you that our sizes are international and Italian; therefore, we ask you to use the size conversion chart if you need to use different size scales.
Can I cancel or modify my order?
Unfortunately, for technical reasons, it is impossible to modify or cancel an order. All items can be returned within 14 days from the delivery date.
How can I be sure that my order has been received?
Within two hours after the conclusion of the purchase procedure, we will send you a confirmation e-mail. This message confirms that your order has been successfully received. If you do not receive the above-mentioned e-mail, please contact our Customer Service.
I am an ASI employee, do I qualify for a discount?
A special agreement is provided for employees of ASI Agenzia Spaziale Italiana. Create an account with your institutional e-mail address and use this address to contact our Customer Services to find out about the reserved discount.
What kind of payments do you accept?
The following payment methods are currently accepted: credit and debit cards, PayPal and bank transfer.
My payment was not accepted. What could this be due to?
When payment is not accepted, the reasons may be various. The best thing to do is to contact your bank: often the problem is solved in a short time. Alternatively, you can choose another payment method. If also the second attempt is unsuccessful, do not hesitate to contact our Customer Service.
How do I activate a promo code?
If you have a promo code, just type it into the relevant box during check-out. If the code is valid, the discount will be calculated into the due amount.
Who is responsible for the payment of customs duties?
All extra-UE countries are exempt from VAT but are subject to import taxes. The payment of these taxes and the additional costs that the courier requires for the management of the parcel is full responsibility of the final customer. These fees are calculated when the parcel arrives at the appropriate customs office and depend on a few factors such as each state’s domestic regulations and the value and type of goods purchased.
Can I insert my VAT number?
Unfortunately, it is not possible to insert your VAT number, as we cannot issue invoices for companies. Receipt is issued only to private customers and has value as proof of purchase.
What are the shipping costs?
Shipping costs depend on the geographic destination of the goods, and they will be calculated at checkout time. Shipping is free for all orders over €69.
How long will it take to receive the order?
If you choose the Standard shipment, you will receive your order within 2-5 working days after receiving the shipping confirmation. In case of Express shipment, usually the delivery arrives the morning after the reception of the shipping confirmation. Please note that during periods of sales, promotions and holidays, the delivery time may be longer.
How can I track my order?
Once your order is shipped, you will receive a shipping confirmation e-mail with the tracking number in order to follow the status of your shipment online.
What happens if I am not at home at the time of delivery?
It is not a problem if on the day of package delivery, you should not be at home. A new delivery attempt will be made the following day, or your package will be delivered to the closest UPS Access Point. You can pick it up within 7 working days at a time that is more convenient for you. Don’t forget to bring your ID and the tracking number with you so that you can pick up the parcel.
Why cannot I find my country available for shipping?
We are sorry that the service is not yet available in your country. We will strive to ensure that it is as soon as possible.
Is it possible to choose the day and the time of the delivery?
Unfortunately, it is not possible. However, you can contact the courier and agree on a delivery time.
How do I request a return?
You can return any product purchased within 14 working days from the delivery date. You will find all the information online on the Return page.
How long will it take to receive the refund after a return?
Your refund will be processed within 10 working days after we have received your package. Please consider that refunds can take up to 5 working days to appear on your bank account and up to 48 hours to show on your PayPal account. The refund will be made through the same payment method used to complete the purchase.
Can I return an item for an exchange?
We only allow exchanges on the same product in a different size or color. Please specify on the return form the products you would like to receive in exchange. We do not guarantee the availability of the requested products, in which case you will be contacted by our Customer Service for an alternative.
What should I do if a purchased product is defective?
Our garments are subject to strict quality controls. In the unfortunate event that non-conforming products are shipped, please contact our Customer Service as soon as possible. Please note that you may be asked to send us some photos to better understand the situation.
