FAQ - Petramar.store

Below you will find answers to frequently asked questions about orders, payments, invoicing, shipping, returns, customized products, and support.

Orders

How can I place an order?

You can place an order directly online at www.petramar.store, by selecting the desired products, adding them to your cart, and completing the payment using the available methods at checkout.

Before confirming your order, please carefully check the products, quantities, shipping address, billing information, and selected payment method.

Will I receive an order confirmation?

Yes. After placing your order, you will receive an automatic summary communication generated by the e-commerce platform.

In case of immediate payment by card, PayPal, or other electronic systems, the order will be marked as paid.

In case of payment by bank transfer, the order is considered received and confirmed as per the General Terms and Conditions of Sale. The actual crediting of the payment determines the start of shipping, delivery, or order fulfillment times, unless otherwise agreed in writing with Petramar.

Can I modify or cancel an order after placing it?

You can contact us as soon as possible by writing to servizioclienti@petramar.store.

If the order has not yet been processed, we will do our best to assist you. However, we cannot guarantee changes or cancellations for orders that have already been taken in charge, prepared, shipped, or relate to customized, tailor-made, or made-to-order products.

For professional clients, companies, entities, accommodation facilities, and VAT-registered individuals, any modifications or cancellations of the order are only possible if expressly accepted by Petramar.

Payments

What payment methods do you accept?

We accept the payment methods available at checkout, including, where active, credit card, PayPal, other electronic payment systems, and bank transfer.

Can I pay by bank transfer?

Yes, you can pay by bank transfer using the details provided during the order process and by entering the order number in the payment description.

In case of payment by bank transfer, the order is considered received and confirmed, but shipping, delivery, or fulfillment times will commence from the actual crediting of the due amount, unless otherwise agreed in writing with Petramar.

Until payment is received, Petramar may suspend the shipment or delivery of ordered products.

In case of urgency, you can send the payment receipt to amministrazione@petramar.store, it being understood that order management remains subject to Petramar's administrative verifications.

Invoices and tax documents

Is the invoice issued automatically?

No, the invoice is not automatically issued for all orders.

Simply filling in the "billing details", "billing address" or similar fields present at checkout does not automatically constitute a request for invoice issuance.

How do I request an invoice?

If you wish to receive an invoice, you must expressly request it at the time of order and provide all necessary tax data completely and correctly, including, where applicable:

·         name and surname or company name;

·         tax code;

·         VAT number;

·         billing address;

·         SDI recipient code or PEC;

·         any further data required for the correct issuance of the tax document.

I forgot to ask for an invoice: can I request it later?

Invoice requests made after the order can only be processed within the limits and terms provided by applicable regulations.

To request a verification, send all necessary tax data to amministrazione@petramar.store, indicating the order number.

Any late, incomplete, or non-compliant requests may not be accepted.

I am a company, an organization, a hotel, or a professional: what should I do?

If you are purchasing as a company, professional, organization, accommodation facility, or entity operating in the course of its business, you must correctly indicate all necessary tax data during the order process.

In case of missing, incomplete, or incorrect data, any delays, errors, or inability to issue the invoice will not be attributable to Petramar.

Shipping and deliveries

How much does shipping cost?

The shipping cost is indicated in the cart and in the order summary before purchase confirmation.

For shipments within Italy, where applicable, free shipping may be applied if the order exceeds the threshold indicated on the website at the time of purchase.

Is free shipping always available?

Free shipping applies only in the cases, territories, and according to the thresholds indicated on the website at the time of order.

Any promotions, thresholds, or shipping conditions may vary over time and apply as indicated at checkout.

For Professional Clients, if the order benefited from free shipping, either included or offered due to exceeding a minimum purchase threshold, this benefit is subject to the order maintaining above the required threshold.

In the event of a commercial B2B return, total or partial, accepted by Petramar as a commercial courtesy, the cost of the original shipping incurred by Petramar may be withheld or deducted from the refund, even if shipping was indicated as free, included, or offered.

What are the order fulfillment times?

Unless otherwise indicated in the product sheet or order summary, the estimated fulfillment times are:

·         Standard: estimated fulfillment between 2 and 4 business days;

·         Express: indicative processing time between 1 and 2 working days.

"Processing" refers to the handover of goods to the courier.

Times run from receipt of payment and availability of all information necessary to process the order. For custom or tailor-made products, times run from the final confirmation of graphics, files, measurements and data necessary for production.

How long does the courier take to deliver?

After handover to the courier, delivery usually takes 24/72 working hours, except for remote locations, warehousing, recipient absence, carrier delays or causes not directly attributable to Petramar.

Can I collect my order from your premises?

If available among the delivery options, you can select collection from our premises.

Please wait for the "order ready" notification before coming to collect.

What should I check upon delivery?

Upon delivery, we invite you to check:

·         that the number of packages corresponds to what is indicated in the transport documents;

·         that the packaging is intact, not damaged, not wet or altered;

·         that there are no obvious signs of tampering or damage.

In case of damaged packaging, missing packages or visible anomalies, we recommend you accept the delivery with a specific reservation for inspection, indicating the reason for the reservation, for example "damaged packaging", "crushed package", "open package" or "missing packages".

The specific reservation helps us to manage any disputes with the courier.

What happens if the address is incorrect or the courier cannot deliver?

The customer is responsible for the accuracy and completeness of the shipping details provided during the order, including address, house number, name, telephone number, company name (if any), opening hours and useful delivery information.

If the shipment goes into storage due to reasons attributable to the customer, such as an incorrect or incomplete address, absent recipient, closed premises, holiday closure, failure to collect or failure to respond to courier contacts, Petramar will not be responsible for delays arising from such circumstances.

In case of initial storage, Petramar may arrange for a first release or a first redelivery request without charge, except for exceptional costs applied by the carrier.

If the shipment should go into storage again due to reasons attributable to the customer, or if further release, redelivery, address change or new shipment interventions are necessary, the related costs will be borne by the customer.

Custom and tailor-made products

Do you make custom flags?

Yes, we make custom flags with graphics, logos, texts, colors, sizes and finishes requested by the customer, according to the available options and after feasibility verification.

Can I send my logo or graphic?

Yes, you can send your logo, graphic or files according to the instructions on the product page or provided by our customer service.

The customer is responsible for the accuracy of the files, texts, measurements, colors and indications transmitted.

Can I use third-party logos, trademarks or emblems?

The customer must own, be authorized or otherwise entitled to use logos, trademarks, emblems, images, names or materials sent for personalization.

Petramar is not responsible for disputes relating to the unauthorized use of materials provided by the customer.

Will I receive a draft before production?

When foreseen or necessary, Petramar may send a graphic draft, a print proof, a layout or a technical summary for approval.

Approval of the draft implies confirmation of the contents, dimensions, graphic layout and approved features.

After approval, any changes may no longer be possible or may incur additional costs.

Is the professional file verification refundable?

Professional file verification, technical control, graphic processing, adaptation or graphic arrangement are ancillary services connected to the creation of custom or tailor-made products.

Once performed, even partially, these services are not refundable in case of order cancellation, modification or non-initiation of production for reasons not attributable to Petramar.

This also applies if the file provided by the customer is unsuitable for printing or production and the customer does not send a correct file or accept any additional graphic services.

Can I return a custom product?

No, the right of withdrawal does not apply to custom-made or clearly personalized products, except for any conformity defects.

This category includes, by way of example, products made with logos, writings, emblems, images, files, dimensions, colors, finishes or characteristics requested by the customer.

Colors, fabrics and tolerances

Do the colors displayed on the website correspond exactly to the actual product?

The images and colors on the website are for illustrative purposes.

The shades displayed may vary depending on the monitor, device, browser and display settings used by the customer.

May there be tolerances in colors, measurements or finishes?

Yes. For textile, printed or packaged products, slight dimensional, chromatic or finishing tolerances may occur, provided they are compatible with the nature of the product, the production technique used and ordinary industry standards.

Such slight differences do not constitute a defect of conformity, unless they significantly affect the use or essential characteristics of the purchased product.

Which fabric should I choose?

The choice of fabric depends on the intended use, indoor or outdoor, the desired durability and the required aesthetic effect.

For more information, please consult the dedicated fabrics page on the website or contact us before purchasing.

Returns, withdrawal and refunds

Can I return a product purchased online?

If you purchase as a Consumer Customer, you have the right to withdraw from the contract within 14 days of receiving the products, without having to state a reason, except for exclusions provided by law.

The right of withdrawal does not apply, for example, to personalized, tailor-made, or custom-made products.

How can I request a return?

To request a return, send an explicit communication to servizioclienti@petramar.store, indicating:

·         first and last name;

·         order number;

·         product or products for which you are requesting a return;

·         email or phone number;

·         any necessary information for the refund, if the refund cannot be made using the same payment method used for the purchase.

How long do I have to return the product?

After communicating the withdrawal, the Consumer Customer must return or deliver the products to Petramar without undue delay and in any case within 14 days from the date on which they communicated their decision to withdraw.

Who bears the return shipping costs?

The direct costs of returning goods in case of withdrawal are borne by the Consumer Customer, unless otherwise specified in writing by Petramar.

The customer is responsible for the return shipment until the goods are delivered to Petramar and must use suitable packaging to protect the products during transport.

When is the refund issued?

For the Consumer Customer, in case of valid exercise of the right of withdrawal, the refund will be issued according to the terms provided by applicable regulations and the General Terms and Conditions of Sale.

Petramar may await the receipt of the returned goods and verify their condition, integrity, and compliance with the return conditions, subject to compliance with the mandatory terms provided by applicable regulations.

Petramar reserves the right to withhold any amounts corresponding to the decrease in value of the goods resulting from use or handling other than that necessary to establish the nature, characteristics, and functioning of the goods.

For Professional Customers, in case of a commercial B2B return accepted by Petramar, the refund will be issued only after receipt of the returned goods and positive verification of the products' condition.

Are the initial shipping costs also refunded?

In case of valid exercise of the right of withdrawal by the Consumer Customer, the refund will be made in accordance with applicable regulations and the General Terms and Conditions of Sale.

Any additional costs resulting from choosing a different and more expensive delivery method than the less expensive standard method offered by Petramar are not refunded.

For Professional Customers, in case of a commercial B2B return accepted by Petramar, the cost of the original shipment incurred by Petramar may be withheld or deducted from the refund, even when shipping was indicated as free, included, or gifted for exceeding a minimum order threshold.

I purchased as a company, hotel, entity, or professional: can I make a return?

For professional customers, companies, entities, accommodation facilities, and VAT-registered individuals, the right of withdrawal provided for consumers does not apply.

Any return requests from Professional Customers may be evaluated by Petramar solely as a commercial courtesy, without recognition of any right of withdrawal.

Commercial B2B returns can only be considered for standard, undamaged, unused, complete, and perfectly resalable products, and should not be due to a defect, non-conformity of the product, or an error attributable to Petramar.

Any acceptance of the return must be in writing from Petramar.

Shipping costs for returning the goods will be borne by the Professional Customer, unless otherwise agreed in writing.

What happens if a B2B order benefited from free shipping?

If an order placed by a Professional Customer benefited from free, included, or gifted shipping due to exceeding a minimum purchase threshold, the benefit is subject to the order remaining above the specified threshold.

In the event of a total or partial B2B commercial return, accepted by Petramar as a commercial courtesy, if the value of the products definitively retained by the customer falls below the threshold for free shipping, or in the event of a total order return, Petramar may withhold or deduct the cost of the original shipping incurred from the refund.

The deduction may also be applied when shipping was indicated as free, included, or gifted during the order placement.

Are handling fees or commissions withheld for B2B commercial returns?

Yes, only in cases of B2B commercial returns accepted by Petramar as a commercial courtesy, the refunded amount may be reduced by the actual and non-recoverable costs associated with the order, management, shipping, and payment collection.

These costs include, for example, administrative costs of order management, collection and/or transaction fees applied by payment systems, and any cost of the original shipping incurred by Petramar, even when indicated as free, included, or gifted for exceeding a minimum order threshold.

This provision exclusively concerns B2B commercial returns and does not apply to cases of defective, non-compliant, or incorrect products due to an error attributable to Petramar.

Warranty and complaints

What should I do if I receive a defective or non-compliant product?

Contact us as soon as possible by writing to servizioclienti@petramar.store, indicating:

·         order number;

·         description of the problem;

·         photographs of the product and packaging, if useful for verification;

·         contact details to be reached.

We will evaluate the report and provide you with instructions for handling the complaint.

What is not considered a lack of conformity?

The following are not considered defects of conformity, for example:

·         damage caused by improper use, negligence, incorrect installation, washing, or improper maintenance;

·         normal wear and tear of the product;

·         deterioration due to prolonged exposure to atmospheric agents, wind, salt spray, pollution, UV rays or harsh environmental conditions, where compatible with the nature of the product;

·         slight color, dimensional or finish differences compatible with the production technique and industry standards;

·         errors present in files, texts, logos, emblems, images, measurements or instructions provided or approved by the customer.

Assistance

How can I contact you?

For information on orders, shipments, products, returns or complaints you can write to:

servizioclienti@petramar.store

For inquiries regarding invoices or tax documents you can write to:

amministrazione@petramar.store

Where can I consult the full terms and conditions?

These FAQs summarize some operational information. For the complete regulations, the General Terms and Conditions of Sale published on the website apply.