Orders
No. Our systems process orders in real time to shorten delivery times: a few minutes after confirmation, the order is already being managed in the warehouse, so we can no longer make changes to products, address, or billing information.
If you change your mind, you can return the products after receiving them by following the return procedure.
If the address is incorrect or incomplete, you can correct it yourself, independently, through the GLS Flex service: you can find out how to do this in the Shipping and Delivery section.
Check your spam or junk folder: in most cases, it's there. If you can't find it, please contact Customer Service at this link: Contacts, providing your first name, last name, and the email address used for the purchase.
Yes, €10, excluding shipping costs.
Orders can only be placed through the website. If you have difficulty with a step, write to us: we will guide you. Alternatively, you can find our products at the nearest store.
Shipping & Delivery
In Italy: €5 (VAT included) for orders up to €49.99, free for orders over €50. For other countries, the contribution varies according to the destination. You can consult all shipping rates on the Shipping page
We prepare and hand over the order to the courier within 48 business hours of confirmation. Delivery then takes 2-4 business days. Times may be extended in hard-to-reach areas, during holidays, in the event of strikes, and during promotional periods.
When the order ships, you will receive an email with the tracking link. Tracking may take up to 24 hours to update: if you have just received the email, please try again later. If you have not received anything within 5 days of confirmation, please write to us.
In Italy, we ship with GLS, using the GLS Flex service: you manage the delivery, at no additional cost. Orders with destinations outside Italy are handled by GLS or another courier, depending on availability and the country of destination.
If you are in Italy, your order will be shipped using the GLS Flex service, which gives you maximum freedom to manage your delivery as you prefer. From the emails you receive from GLS, you can customize the address, redirect the order to a pick-up point, or select a preferred delivery date. All these operations are free of charge.
You will receive emails from GLS at two times: as soon as the order is shipped, and — if the courier is unable to deliver — with the "Customize Delivery" link.
If you cannot find the GLS emails, please check your SPAM or junk mail folder.
We cannot directly change the delivery address ourselves, but you can do it on your own:
• If your order has not yet been dispatched, as soon as it is shipped you will receive an email from GLS where you can customize the address, redirect the order to a collection point, or select a preferred delivery date.
• If GLS has already notified you that your order is out for delivery but they will not be able to deliver the package, you will receive an email from GLS where you can change the address, redirect the order to a collection point, or select a preferred delivery date.
In the meantime, there's no need to write to us: the GLS email has not yet been sent before shipping, and the address cannot be changed.
No problem. If the courier does not find anyone at home, they will try again on the next working day; if the second attempt is also unsuccessful, the package will remain in storage at the GLS branch. In both cases, you will receive an email from GLS with all available options: you can choose a pick-up point or customize the delivery (different date or other flexibility options) by clicking on "Customize delivery"
It is not currently possible to select a collection point when placing an order, but with GLS Flex you can autonomously choose to have your order delivered to a collection point, depending on the status of the shipment: either from the email GLS sends you when the shipment is dispatched, or from the email GLS sends you if they are unable to deliver to the specified address
If you do not intervene from GLS emails and the package remains in storage, it will be returned to our warehouse. In that case, we will refund your order, retaining €5 to cover return costs. All it takes is a click on the GLS email to avoid this: changing the address, choosing a pick-up point, or moving the date has no cost.
Write to our Customer Service: delivery is still handled by you via GLS Flex, but we will help you navigate the available options.
Yes, in the main European countries. We currently do not deliver to Switzerland and the United Kingdom. The complete list can be found on the Shipping page
No: the collection points available with GLS Flex are those of the GLS network, not the stores where you can find our products.
Returns, exchanges, and refunds
Write to Customer Service within 14 days of delivery. We will send you instructions for return shipping. The complete procedure is on the Returns and Refunds page
Yes. For hygiene and safety reasons, opened or used cosmetics cannot be accepted or refunded. Please check that the seal is intact before shipping.
For returns related to orders shipped to Italy, if you choose to return the item using our courier service, €5 will be deducted from your order refund, which covers the cost of returning the item to our logistics center. For returns related to international orders, you will be responsible for shipping costs and must use a courier of your choice. In this case, €5 will not be deducted from your refund.
After receiving and verifying the return, we will process the refund within 10 business days using the same payment method used for the purchase. The crediting time then depends on your bank and can take up to 7 business days.
Write to us indicating your order number, item code, what arrived instead of what, and a photo of the package. We will resolve it at no cost to you.
No, the two channels are separate. Online orders are handled by our Customer Service, while in-store purchases are handled by the store.
Payments
Credit and debit cards (Visa, Mastercard, Maestro, American Express, Union Pay), Postepay. PayPal, Shop Pay, Apple Pay, Google Pay, Scalapay, and Satispay.
Check in order: card availability, correctly entered data, and any online purchase limits. If the problem persists, try another method or write to us: we will check if the order has been registered before you pay twice.
Scalapay allows you to receive your order immediately and pay for it in 3 equal installments, interest-free:
• first installment at the time of purchase
• second installment after one month
• third installment after two months
Installments are automatically charged to the card you registered; Scalapay notifies you via SMS and email a few days before each due date. The service is free if you pay on time: in case of delay, Scalapay applies a fee that cannot exceed 10% of the order value.
Yes. Card details are encrypted and are never stored on our systems: payments are handled directly by the banking circuit.
Discount codes and invoicing
Enter the code in your cart before proceeding to checkout. Only one code per order: it cannot be combined with other active promotions unless otherwise specified.
Check the expiration date, the minimum required amount, and that the products in your cart are included in the promotion. Codes cannot be applied to already confirmed orders.
Certainly, once you have placed your order, please contact us with the following information:
- Full name of the invoice holder
- Billing address
- Tax ID or VAT number
- Reference order number
Once we receive the data, we will proceed with issuing the invoice by the end of the month.
Samples and freebies
You can choose your samples in the cart, before completing your order, subject to availability. It is not possible to request them separately from a purchase. The number depends on the amount:
• up to €39: 2 samples
• up to €59: 3 samples
• up to €79: 4 samples
• over €79: 5 samples
If you prefer to try the products in person, we look forward to seeing you at our perfumery.
Gifts included in active promotions are automatically added to your cart, or if there is a choice of multiple gifts, you will be prompted to select one manually. Please check that they are in your cart before completing your order. If you complete an order without the gift included, please contact us: we cannot guarantee that we can send it to you with a separate order, as these items are usually subject to limited availability, but we will do our best.
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GIFT CARD
After purchase, you will receive a code via email. Forward the email to the recipient of your gift. The code must be entered in the cart and the amount will be deducted from the total. If the value of the gift card exceeds the order total, the remaining balance will be available for future purchases. If the order amount is higher, you can pay the difference with another payment method.
Gift cards are exclusively redeemable on diegodallapalma.com and are valid for 1 year from the date of purchase.
Write to us stating the order number with which you purchased the gift card: we will resend it to you.
BEAUTY CLUB
It's our loyalty program: you earn benefits with every purchase and receive a gift for your birthday. Full details on the Beauty Club page (insert link) and in the terms and conditions.
Products, safety and sustainability
No heavy metals (nickel, lead, mercury, arsenic, cobalt, chromium) are added to our products: EC Regulation 1223/2009 prohibits this. However, these are substances widespread in nature, so technically unavoidable traces cannot be excluded from any cosmetic product. For this reason, we select raw materials based on their purity, include substances in the formula that retain any impurities preventing their release onto the skin, and verify with specific tests that levels remain below the critical threshold for those prone to allergies.
No. European legislation prohibits it for all cosmetics, and we have never carried out or commissioned animal testing — neither on finished products, nor on prototypes, nor on raw materials — not even before the ban came into force.
No. The formulas are "5 free": phthalate (DBP) free, formaldehyde and formaldehyde resin free, toluene free, and camphor free.
Since 2013, we have been participating in the Responsible Care program for the sustainable development of the chemical and cosmetics industry. We work with traceable raw materials, energy from renewable sources, FSC-certified paper for boxes and printed materials, and the reduction of packaging weight and volume. The full story is on the Sustainability page.