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SHIPPING, RETURNS, AND REFUNDS POLICIES
SHIPPING
At Pwork Wargames, we are committed to delivering your products as quickly and safely as possible. Here is everything you need to know about our shipping.
Which couriers do you use?
We work with leading international express couriers to ensure fast and reliable delivery worldwide.
Which countries cannot receive shipments?
We are currently unable to ship to: Cuba, the Russian Federation, North Korea, Iran, Syria, Myanmar, Antarctica, and Western Sahara.
How much does shipping cost?
Shipping costs vary depending on the number of items purchased and therefore the total weight of the shipment. The best way to get an accurate quote is to add the desired products to your cart and enter your delivery address. The system will automatically show you the shipping costs calculated based on your destination before proceeding to checkout.
Do you offer free shipping?
Yes. Free shipping is available when certain spending thresholds are reached, which vary depending on the destination:
- Italy: orders over €150
- Europe and United Kingdom: orders over €200
- Rest of the world (non-EU): orders over €300
Is it possible to pick up an order at your office?
Yes, we offer a “pickup” option during checkout. Enter the code in the promo section of the checkout page and specify in the notes field that you will be picking up your order at our office. We will contact you and, once we have received your order, we will notify you when it is ready and available for pickup, agreeing on a day and time. Please note that our headquarters are located in Milan (Italy).
When will my order be shipped?
We process and ship orders from Monday to Friday. Your order will be shipped as soon as possible according to the estimated shipping times communicated in the order confirmation email. Given the handmade nature of some products, preparation and restocking times may sometimes be extended. All items in the same order will be shipped together; therefore, if your order includes handmade products, shipping may be delayed due to the restocking of these items. When your order is shipped, you will receive a confirmation email with the tracking number as soon as the package leaves our warehouse.
How can I track my order?
When your order is shipped, you will receive a notification email containing the tracking number and estimated delivery date. By clicking on the link, you will be able to access detailed shipping information. If your package is delayed or the delivery date changes, you will receive an email notification. If you have problems receiving emails or cannot find your shipping information, please write to us at info@pworkwargames.com and we will be happy to provide you with your tracking code immediately.
What should I do if my package is lost?
If the tracking has not been updated for a long time or indicates a delivery that you have not received, please contact our customer service immediately at info@pworkwargames.com. We will initiate an investigation with the courier.
• If the loss is attributable to the courier, we will offer you a full refund or a new shipment free of charge.
• If the loss is caused by a customer error (e.g., incorrect/incomplete address, failure to collect after delivery attempts) Pwork Wargames is not responsible for the loss of the order. If you would like the items in your order to be delivered again, you will need to place a new order.
RETURNS AND REFUNDS
If for any reason you are not satisfied with your purchase, here are the options available to you.
Right of withdrawal
As provided for by the Consumer Code (Legislative Decree 206/2005), you have the right to change your mind and return the products purchased without having to provide any reason. You can exercise your right of withdrawal within 14 calendar days from the day you received your order. The right of withdrawal does not apply to personalized products.
How to make a return for withdrawal
1. Contact us: Send an email to info@pworkwargames.com within 14 days, stating your intention to withdraw and indicating your order number.
2. Prepare the package: The product must be returned intact, unused, and in its original packaging.
3. Ship: You are responsible for organizing and paying for the return shipment.
Once we receive the return, we will check the condition of the product. If it is eligible, we will refund the price of the product using the same payment method used at the time of purchase.
Damaged or defective products
If you receive an item that has been damaged during shipping or has a manufacturing defect, we guarantee a solution.
What to do
1. Contact us immediately: write to info@pworkwargames.com, attaching clear photos of the defect or damage and indicating your order number.
2. Wait for our instructions: Our team will guide you through the process.
In the event of a defective or damaged product, Pwork Wargames will proceed with a full refund of the order or a new shipment of the damaged products. It will therefore not be necessary for the customer to return the damaged or defective product.
Note on the craftsmanship of our products
Many of our products are handmade or produced in limited quantities. Due to the craftsmanship of these products, there may be slight differences in the finishes or minor imperfections, which are to be considered proof of the uniqueness and non-industrial production of the item and do not constitute a valid reason for requesting a return for a defective product.
