Privacy Policy
Search among the most frequently asked questions, the answer to all your doubts could be right here!
Production Procss
At Sportue, “production” refers to the time frame from when an order is placed to when it is prepared and handed over to the courier for shipment. Please note that shipping times are not included in this period.
Commencement of Production: The production process begins only after all required payments have been successfully received. Orders with pending payments will not enter the production queue.
Order Modifications: Once your order has progressed to the production phase, it cannot be altered, modified, or canceled due to the customized and on-demand nature of our products.
Production Timeline: While we aim to provide an estimated production schedule based on the product type and season, these are to be considered indicative, not binding. Exact delivery by a certain date is only guaranteed if an express service with fixed delivery terms has been explicitly selected and purchased.
Shipping and Delivery
At Sportue, “delivery” refers exclusively to the time it takes for an order to reach the customer once it has been handed over to the courier. The production period is separate from the shipping timeline.
- Shipping Coverage & Rates: Sportue offers fixed-rate shipping across Italy, the European Union, Switzerland, the United States, and Canada. For destinations not listed, customers can contact us for a personalized shipping quote.
- Delivery Options: Orders can be delivered to the shipping address provided by the customer or to alternative collection points selected during the checkout process.
- Estimated Delivery Timeframes:
- Italy: Typically within 2-4 business days, with a maximum of 30 days unless otherwise specified during checkout.
- EU Countries: Estimated within 5-7 business days, with a 30-day maximum window.
- Non-EU Countries: Estimated within 10-15 business days. Any customs duties or tariffs incurred are the buyer’s responsibility.
- Failed Delivery Attempts: Should delivery be unsuccessful, your package will be redirected to the nearest logistics center. You will receive notification with details on how to arrange a new delivery attempt.
- Customer Availability: It is the customer’s responsibility to ensure availability at the delivery address. In case of absence, please contact us promptly to reschedule the delivery.
- Contract Termination: If delivery is unsuccessful for reasons not attributable to Sportue after 30 days from when the order became available for delivery, the purchase agreement will be considered terminated.
- Shipping Costs: All shipping fees are clearly displayed at the time of purchase and are the responsibility of the customer.
- Specific Product Delivery Times:
- Customized apparel: Approximately 4 weeks; in any case, no later than 10 weeks from the date of order.
- Stocked items: Dispatched within 72 hours.
- Non-stocked products: Shipping within 7 business days post-supply (subject to supplier lead times).
- J-Mask® Masks (if applicable): Delivery within 7 working days if not in stock.
- Digital Products or Services: Delivered electronically via the email provided during the ordering process.
- Inability to Deliver Due to Unforeseen Circumstances: In such cases, the customer is entitled to a full refund.
Order Cancellation
Customers may cancel an order under the following conditions:
Within 2 Hours of Confirmation:
Orders in “processing” status may be canceled within 2 hours of confirmation or payment.Beyond 2 Hours:
A cancellation request can be submitted to contact@sportue.com along with the order number. Our team will review the order status. If the order has not yet entered an advanced processing stage, cancellation is possible. A handling fee of 10% of the order total will be retained to cover administrative costs.Advanced Processing Stages:
Orders that have already reached production, shipping, or completion stages are no longer eligible for cancellation.
For real-time order status updates, visit the “My Account” section on our website or contact our support team.
Returns and Complaints
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Right of Withdrawal: In accordance with applicable consumer laws, customers may withdraw from a purchase within 14 days of receiving the products, without providing any reason or incurring penalties.
However, this right does not apply to customized or personalized products, items made to order, or products related to health emergencies (e.g., masks), as per Legislative Decree 206/2005. -
How to Initiate a Return: Customers can fill out the return request form directly on our website by clicking [here].
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Product Condition: Returned items must be unused, in their original packaging, and in a condition suitable for resale. Returns that do not meet these criteria cannot be processed.
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Return Shipping Costs: The buyer is responsible for all return shipping costs and logistics. We recommend using reliable services like Packlink or Easy Package.
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Refund Process: Refunds or exchanges will only be processed after Sportue receives and inspects the returned goods. Once approved, refunds will be issued using the same payment method used during purchase.
Please do not return items without receiving prior approval via email from our team.
Always obtain and retain tracking information to ensure proof of return. -
Untraceable Returns: Sportue is not responsible for returns sent without tracking. In such cases, if the package is lost, we cannot issue a refund.
By claiming, you get a discount for one product from all available products
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