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Customer Service | Blauer USA ®

Blauer Customer Service



If you are a returning customer, please insert username and password to access to the contact form.
If you are a new user, please register by clicking on "Create a new account" below.



Call us at your dedicated number displayed in our contact form.
We will answer your questions Monday to Friday from 9 a.m. to 5 p.m. GMT (London)*.
Our online shop is open for business 24 hours a day, 7 days a week, 365 days a year.
Please note that Customer Service is closed on the following days:

  1. 01/01/2024
  2. 01/04/2024
  3. 25/04/2024
  4. 01/05/2024
  5. 15/08/2024
  6. 01/11/2024
  7. 25/12/2024
  8. 26/12/2024

*Customer service will be carried out from 8.00 to 16.00 (CET)



Our online store accepts payments via PayPal, Credit Card, Amazon Pay and Klarna.
Klarna payment method is available for orders over 300 €  in the following countries: Austria, Switzerland, Germany, Denmark, Spain, Finland, Italy, United Kingdom, Norway, Sweden

You may select from these payment methods at the end of the order process. All payments will be remitted to , who manages the online sales operations of the Blauer Online store.
At no time is able to accept cash payments, either directly or sent via email.

Please note: This online shop operates from the European Union and, as such, all transactions are ultimately made in Euro (unless otherwise displayed). If you are paying using another currency, the currency conversion will be based on that day's exchange rate. There is no extra cost for currency conversion.



PayPal permits any company or individual consumer who has an email address to send and receive payments in a safe, secure manner. Clicking the "Pay with Paypal" link will take you to PayPal's secure website. Once there, if you already have a PayPal account, you can simply proceed to authorise your payment.
If you do not have a PayPal account, you can register for free and securely enter your credit card information (prepaid cards are also accepted). You will then be able to send order payments to FiloBlu S.p.a with the simple click of your mouse.
You can also use your current bank account to apply funds to your PayPal account, from which you can subsequently make payments.
The usage of PayPal as an online payment tool is free.



You can pay at the Blauer online store using credit cards, including Visa, MasterCard, American Express, Diners Club, JCB, Laser Card and Maestro.
The payment occurs over a secure server (SSL) with a 128-bit encryption key. Over this secure system, your credit card information is sent directly to the applicable banking authority over a secured, encrypted connection.
No individual within the Blauer online store or over the Internet will have access to your credit card information during and after the moment of purchase.
Your secure transaction will appear on your bank statement accompanied by the description or Blauer - FiloBlu S.p.A. The total amount spent will be debited from your account immediately and the team will process the order.
Orders paid using credit cards are processed faster than those paid via the alternative accepted payment methods, as communication of the payment to is instantaneous.



Split your purchase into three equal payments so you can spread the cost of your purchase over time. Enter the credit or debit card details of your choice and make automatic payments every 30 days. Your first instalment will be collected when your order is confirmed by the merchant and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. No interest or fees. No impact to your credit score.

Payment method available for orders over 300 €  in the following countries: Australia, Austria, Germany, Denmark, Spain, Finland, France, Italy, United Kingdom, Norway, Sweden, USA


You can use Apple Pay to pay online in Safari or in apps when you find Apple Pay as a payment option. Tap the Apple Pay button or choose Apple Pay as your payment method. To pay with another card, tap the Next button or the Expand Menu button next to the default card. If necessary, enter your billing, shipping and contact information. Apple Pay stores this information, so you don't have to enter it again. Confirm your payment. Once the payment is made, you will see Done on the screen with a check mark.



You can make your return within 14 days from the date of delivery and be refunded.
Please follow the steps below to make your return.

If your return courier is DHL:

1) Complete the online return procedure by logging into your account and clicking on "My orders". Click on the "Make Return" button next to your order number, and follow the instructions displayed until your return is correctly registered;

2) Print the Return Form, and insert it inside the package.

3) Print the waybill.

4) Choose a proportional package according to the item(s) you want to return

5) Close the package, checking that you have inserted the items and the Return Form, and attach the waybill to the exterior part of the package.

6) Log in to the My DHL website and click on Shipping > Request Collection, or take the package to the nearest DHL point.

7) When asked "Request waybill creation" select NO - I have a DHL waybill number.

8) Enter your waybill number and complete the next fields until the pickup is booked.

If your return is FedEx:

1) Complete the online return procedure by logging into your account and clicking on "My orders". Click on the "Make Return" button located next to your order number, and follow the instructions displayed until the return is correctly registered;

2) Print the Return Form, and insert it inside the package.

3) Print the waybill.

4) Choose a proportional package according to the item(s) you want to return.

5) Close the parcel, checking that you have inserted the items and the Returns Form, and attach the waybill to the exterior part of the package.

6) Arrange home pickup by calling FedEx customer service: https://www.fedex.com/en-us/customer-support/contact-us.html or bring the package to the nearest FedEx location https://www.fedex.com/locate/
 

If you placed the order as a guest without registration:
1. Click on the following link and enter your order number and the postal code of your shipping address: https://www.blauerusa.com/eshop/orderview/action/trackAnOrder/2. The page with the details of your order will appear: click on the "Refund product" button at the top of the page and follow the instructions until your return is correctly registered.

Your refund, minus the cost of the return label, will be issued when the package has been delivered to our warehouse, after the quality control has been carried out and the return has been processed.


Please note that, as an integral part of FiloBlu S.p.a's return policy, all refunds will be granted free of charge to the original purchaser. However, the cost of returning the product/s to our warehouse, whether by courier or postal service, is solely payable by the customer. The customer will be refunded the value of the returned product/s only.



This online shop operates from the European Union and, as such, all transactions are ultimately made in Euro. If you live outside the Euro zone, the Euro value of the product will be converted into your currency on the day the refund is processed.



The refund will be issued within 15 days following the quality checks carried out on the returns. Please note: If you paid by credit card, refunds can then take up to 4 weeks to appear in your bank statement. Also, please be aware that the refund will appear in your statement under the name Blauer - FiloBlu S.p.a.



For any issues with the product received, please contact our Customer Service: we will be glad to offer you an appropriate solution.



Items can be returned within 14 days after delivery.
Returns should be unworn, unwashed and unaltered.
Returned products must have all the original labels attached and remain in their original packaging.
Mandatory to complete the online Return Process to register your return on our system.
Conditions for returning fragrances:
- the product must be unopened and returned in its original packaging (inside plastic film);
- if returning a product due to a defect or damage in transit, the customer must check that the hermetic seal on the bottle is intact (if not, please contact our Customer Service by telephone or by email via the ''Need help'' page).
The company is not liable for any lack and / or disattection of the final user in the filling of the return format or for damages attributable to the courier and / or carrier that will be chosen at the discretion and cost of the user.



  1. Complete the online Return procedure by entering your account and clicking on "My orders". Click on the button "Return Product/s" next to your order code, and follow the instruction until your return has been correctly registered;
  2. Print the Return form, and insert it inside the package.
  3. Ship your return at the following address:
    MT3 NETWORK SRL
    Via Mestrino, 47/L
    35010 Villafranca Padovana (Fr. Ronchi)
    Padova

Please bear in mind that you can request an exchange for a different size and/or colour of the same model you ordered. If you wish to receive a different model or style, please select the "Refund product/s" option and you can place a new order.

Please note that some products come in one size/colour/length only. These products can therefore not be changed for a different size/colour/length/etc. Should the item you have selected for exchange not being available, we will automatically issue the refund of the price of the item.

Your exchange will be sent out at our costs after the warehouse has received your parcel and carried out the quality check of the returned items.



The cost of returning the product/s to our warehouse, whether by courier or postal service, is solely payable by the customer. 
In case of product change requests, Blauer online store will pay to ship the new product/s to you, as soon as your return will have been received and processed by our warehouse.

In case of returning product/s to refund, depending on the shipping Country, you may be able to download a pre-filled return label in the Return panel.
If you decide to use it, please note that the shipping cost will be deducted from the refund amount.
Please find below the pre-filled return label cost.

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In order to ensure prompt and timely delivery to our valued customers, Blauer online store partners with the best express delivery services available. Delivery services are selected according to the destination of your shipment, as well as the type of the product(s) being shipped. Click here to find a list of the countries to which Blauer online stores sends and an estimated cost of shipment to each.

The cost of shipment will be listed in your Shopping Cart and will be added to the total cost of your order on the Checkout screen.The total amount will be charged to you upon your confirmation of payment.

Blauer online store will pay any customs duties for shipments to the United Kingdom.


PLEASE NOTE:
DELIVERY of fragrance is done to the following countries: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Hungary, Italy, Luxembourg, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland.
The fragrance may have longer delivery times due to shipping restrictions.



The exact amount will be displayed at the checkout before you pay.
One shipping fee per country: you will pay for one fee despite buying multiple pieces.

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Orders are processed between 9am and 5pm GMT Monday to Friday. Orders placed after 5pm on Friday evening will be processed the following Monday.

  • Products listed in the Blauer Online Store as "In Stock", "High" or "Low" will be processed and sent within 2 or 3 working days from the receipt of your payment by ;
  • "Availability: Low" simply means that the product is in stock but that the customer should purchase the product quickly as it may sell out soon. It will be sent within 2 or 3 working days;
  • In the event that products are listed as "Availability: On Request", they will be sent within 3 consecutive working days following their receipt in FiloBlu S.p.A warehouse(s). Please note that it can therefore take up to several weeks to ship "On Request" items.


In order to review and verify the information relating to your order, please log in to your account on this website and click on My Orders. On the "My Orders" page, click your order number to view your order details.
In order to follow the initial progress of your order through our system, you can view its "Status" beside each order number in "My Orders". Once the package is sent, you will receive a tracking number. You can enter this number on the courier's homepage to track the real-time shipping status of your order from initial shipment to arrival.



In general, shipments in Italy and European Union are delivered:

STANDARD DELIVERY: within 3-4 working days
EXPRESS DELIVERY: within 2-3 working days

Shipments to the rest of the world take approximately 4-5 working days (not accounting for customs delays).

We offer Express Delivery for most locations. If available, we’ll present the option at checkout



Inside the European Union

There are no additional custom fees or duties on products shipped to countries within the European Union. Customers will not have to pay anything extra on receipt of their products.

Outside the European Union

Shipments to destinations outside the European Union are exempt from Italian Value Added Tax. However, they may be subject to import taxes or customs duties that will be determined when the package reaches its country of destination. Such customs duties are solely payable by the receiver of the package, who will pay said fees to the shipping service or to the proper governing authorities.

Failure to clear customs

The onus is on the customer to ensure that their package clears customs by providing customs with all the necessary information and/or fees. If your package does not clear customs, it will be returned to our warehouse. See our Return Policy for more information.

IMPORTANT: If you requested a change of the product you originally ordered, the new shipment might still be subject to import taxes/duties from the International Customs Authorities.

UK orders 

Blauer will pay any customs duties for shipments to the United Kingdom.
All orders over £135, including shipping costs and any promotional discounts, will be exempt from VAT.



Blauer Online Shop is the one and only official online store where you can purchase your favorite Blauer products and receive them directly to your home!
Browse our online catalogue to see all the the features of our products, and place your orders in few steps: our team will deliver your order directly to your home.
Blauer online store has entrusted the management of our online sales, operations, technology and Customer service to FiloBlu S.p.A., the worldwide leader in providing e-commerce services and solutions of the highest quality for leading international companies.

IMPORTANT NOTICE: There are unauthorized websites selling non-original Blauer products against which we are in the process of taking the necessary action.
Our official website for on-line sales is www.blauerusa.com
There are, however, other websites too, managed by our authorized retailers, where you can also buy original Blauer products. A complete list is published here:
www.blauerusa.com/en/store-locator



Placing an order on Blauer Online Shop is quick and easy!
If the product you want to buy is displayed on our online catalogue, just select the information requested in the product page and click on "Purchase"; if you have already registered an account on our online store, you will be redirected to the checkout page and guided through the whole purchase procedure. If you are a new user, you will be asked to insert some basic information for the creation of your account, and you will be then able to complete your purchase following our guided procedure.



After placing your order on Blauer Online Shop, you will have the possibility to see all the details by entering your account, clicking on "My orders". From your account, you will see the date, the content, the amount and the delivery address of your order, and of course your order status. You will also have the possibility to contact our Customer Service by clicking on the "Ask now" button next to your order, and do the Return procedure within 14 days from the delivery of your order.



The design of this online shop and all the material contained within (for purely illustrative purposes: the trademarks, the logos, the HTML code, the scripts, the texts, the creative design, the images) are an integral part of the Blauer Online Shop and are protected by Copyright. Any unauthorized use of this content, including the copying, the inclusion of and the association with content not originating within this website is not permitted and will prosecuted via the utmost legal means.



Index

1. Definitions
2. Subject Matter
3. Execution of the Sale and Purchase Agreement
4. Availability of the Products
5. Price and shipping costs; taxes and duties
6. Placement of Orders
7. Methods of payment
8. Shipping and delivery of Products
9. Right to Withdraw
10. Flaws/defects of Products
11. Product Liability
12. Privacy
13. Errors and/or inaccuracies in the On-Line Shop
14. Intellectual Property
15. Applicable Law
16. Contacts

1. Definitions

The terms and expressions listed hereunder shall have the meaning specified in the definition, being understood that terms defined in the singular form are to be considered defined even in the plural form.
● Customer means any person or company purchasing one or more Products in the On-Line Shop, accepting the General Conditions.
● General Conditions mean these general conditions and any possible new future version which may be published on the On-Line Shop by FiloBlu S.p.A. 
● Order Confirmation means the e-mail message by means of which FiloBlu S.p.A. informs the Customers of the acceptance of the Orders.
● Sale and Purchase Agreements mean the sale and purchase agreements of the Products entered into between FiloBlu S.p.A. and the Customers.
● On-Line Shop means a virtual shop, managed by FiloBlu S.p.A. and accessible at URL www.blauerusa.com where Products are available for sale.
● Orders mean the purchasing orders of the Products placed by the Customers pursuant to the General Conditions and in accordance with the procedure set out under clause 6.
● Parties means FiloBlu S.p.A. and the Customers, when jointly referred.
● Price means the sale price of the Products as specified in the On-Line Shop with reference to each Product.
● Products mean the products published in the On-Line Shop for sale.
● FiloBlu S.p.A.means FiloBlu S.p.A. based in Via Caltana, 116/C – 30030 Santa Maria di Sala (VE), Italia acting as dealer of Blauer for the retail sale of the Products in the On-Line Shop.
● Account means the space in the On-Line Shop where Customers are allowed, following authentication to:
(i) monitor and update personal data and addresses where the ordered Products are to be shipped and delivered;
(ii) view previous Orders;
(iii) have access to any other specific function/setting concerning their activity in the On-Line Shop.

2. Subject matter

2.1 The General Conditions apply to all the Sale and Purchase Agreements and form an essential part of the latter.
2.2 FiloBlu S.p.A. has the right to modify the General Conditions at any time without notice, being understood that the version of the General Conditions to be applied to the Sale and Purchase Agreements shall be the one published in the On-Line Shop at the time the Orders are placed by the Customers.
2.3 In case of conflict between the General Conditions and other possible terms and conditions applicable to the Sale and Purchase Agreements published in the On-Line Shop, the General terms and conditions will apply.

3. Execution of Sale and Purchase Agreement

3.1 FiloBlu S.p.A. will send the Order Confirmation to the Customers within 2 working days from receipt of the Orders from the Customers, subject to FiloBlu S.p.A. accepting the order at their sole discretion. FiloBlu S.p.A. reserves the right to cancel the Order Confirmation in case the Price shows a wrong amount (also in case this amount was actually displayed on the Online Shop) compared to the one compliant to FiloBlu S.p.A’s Pricelist, as specified in clause 5.1.
3.2 Sale and Purchase Agreements are deemed entered into between the Parties at the time the Customers receive the Order Confirmation. Should Customers not receive the Order Confirmation within the term under clause 3.1, the relevant Order shall be deemed as rejected by FiloBlu S.p.A. and thus have no effect.
3.3 By placing the Orders, Customers declare to have read all the instructions which refer to the methods of payment of Products pursuant to clause 6. and declare to have fully accepted the General Terms and Conditions therein and to have read all additional information available in the On-Line Shop, including information accessible through links.
3.4 The Orders will be recorded in the On-Line Shop's database in accordance with the provisions set out by Legislative Decree n. 196 of 30 June 2003 (Italian Privacy Law) and shall be accessible by the Customers by contacting FiloBlu S.p.A.  at the contact details specified under clause 16 or by accessing the Account.

4. Availability of the Products

4.1 Save for the provisions under clause 4.6, FiloBlu S.p.A., with reference to each Product published in the On-Line Shop, specifies whether:
(i) the Product is available at its warehouse;
(ii) the Product is not available at its warehouse;
(iii) the Product is available on demand;
(iv) the Product is customizable.
4.2 The range and availability of the Products published in the On-Line Shop may vary from time to time, and it is hereby accepted and agreed by the Customer that FiloBlu S.p.A. will have no responsibility or liability for any variation or non-availability of any product to the customer.
4.3 The availability of the Products indicated in the On-Line Shop Online Shop is by no means binding. The Products indicated as “not available” in accordance to clause 4.1 (ii) cannot be purchased by the Customers. Should a Product (indicated as available at the time the Order was placed by the Customer) no longer be available, FiloBlu S.p.A., save for the provision set forth under clause 3.2, will use its best endeavours to inform the Customer, by email,  that non available item/s will be refunded in a timely manner directly to  the same payment method selected by the Customer in the order. Available items selected in the order will be sent to the Customer. FiloBlu S.p.A. will accept no liability or responsibility for the non/delayed availability of any product/s.
4.4 Should a Product bear the indication available "on demand", this means that such Product is currently not available at FiloBlu S.p.A.'s warehouses and that FiloBlu S.p.A. will be able to order it at the central warehouses of the Blauer Online Store.
4.5 Should a Product bear the indication "customizable", this means that such Product may be modified/adapted/customized following Customers' specific requests. In this case, the Customers must specify their requests in the relevant space at the time of placement of the Order and FiloBlu S.p.A., after having sent the Order Confirmation, undertakes to:
(i) communicate to the Customers, by email, the terms for the shipment of the customized Product; such term must be considered as a mere indication and is by no mean binding for FiloBlu S.p.A.;
(ii) inform the Customers, by email, of when the customized Product shall be available at its warehouses.
4.6 FiloBlu S.p.A. has the right not to indicate the availability of the Products (or part of the Products) in the On-Line Shop.

5. Price and shipping costs

5.1 The Price is in € (euros), except for Countries with a different currency or at the sole discretion of FiloBlu S.p.A.The applicable Price is the one published on the On-Line Shop at the time orders are placed by the Customers.The Customers should use all reasonable endeavours to ensure that they are aware of the currency being charged on the purchase, and FiloBlu S.p.A. will not be held responsible for any loss or damage due to the use of a different exchange rate.
5.2 The Price is inclusive of VAT at the relevant rate and based on the jurisdiction- (ie 22%, unless otherwise applicable, as in the UK for example, where applicable VAT is 20%) if the Products are shipped by FiloBlu S.p.A. and delivered within the European Union. The Price is exempt from VAT if the Products are shipped by FiloBlu S.p.A. and delivered outside the European Union.
5.3 The Price does not include shipping costs. FiloBlu S.p.A. may request that the Customers bear part of the shipping costs, being understood that such amount will depend on the kind of delivery, the quantity of shipped Products, the volume, the weight and the destination of the Products.
5.4 The part of the shipping costs to be borne by the Customers following FiloBlu S.p.A.'s request indicated under clause 5.3, if any, is indicated, separately from the Price, before the Order is placed by the Customers and shall be paid by the Customers jointly with the payment of the Price according to clause 7.
5.5 Any possible tax, levy, expense or other duty provided for by the laws of the country in which the Products are shipped and delivered are to be entirely borne by the Customers.
5.6 Shipments to the United Kingdom are delivery duty paid.

6. Placement of the Orders

6.1 In order for the Customers to place their Orders, registration at the On-Line Shop is required; such registration may be obtained by entering the information and data indicated as "mandatory" and by selecting a password to be used when placing the Orders and when accessing the Account any time later.
6.2 The Customers may purchase the Products by selecting them in the relevant section of the On-Line Shop dedicated to the Product category searched and putting them in the "cart". When the Products the Customers wish to purchase are more than one, the above procedure shall be repeated, by clicking on "add to your cart". Once the selection of Products is complete, the Customers will be bound to proceed with registration pursuant to clause 6.1, if not yet registered. For registered Customers, instead, authentication will be required by typing password and login in the relevant fields and clicking "proceed to check out". Once the data relating to the selected Product/s and the "shipping/ delivery information" is verified, the Customers must choose among the available methods of payment provided for by clause.
7. Once a method of payment is selected, the Customers may proceed to place the Orders by clicking "send". It will be a matter for the Customers to ensure that their ‘login’ details are secure. FiloBlu S.p.A. will not be held liable or responsible where access is gained to a customer’s account by a non-customer using the correct login details.

7. Methods of payment

7.1 The Customers may pay the Price (and the part of the shipping costs requested by FiloBlu S.p.A. as indicated under clauses 5.3 and 5.4) by means of credit card, PayPal, AmazonPay or other methods of payment indicated by FiloBlu S.p.A. in the On-Line Shop. FiloBlu S.p.A. has the right to modify the methods of payment available to the Customers, at any time, being understood that available methods of payment are those indicated by FiloBlu S.p.A. in the On-Line Shop at the time the Orders are placed by the Customers.
7.2 If the payment is made by credit card, Customers will be charged with the Price (and with the part of the shipping costs requested by FiloBlu S.p.A. as indicated under clauses 5.3 and 5.4), once the credit card data is verified and the authorization from the company issuing the credit card is received, upon the Confirmation Order being sent by FiloBlu S.p.A. Credit card data entered during the ordering procedure is protected and is transmitted directly to the bank in charge of the payments. The payment is made on a safe server directly, with an SSL deciphering key. The credit card data is not accessible by FiloBlu S.p.A. or third parties, neither at the time of placement of the Orders nor later. In order to provide safety and functionality in credit card transactions to the Customers, FiloBlu S.p.A. offers the virtual POS – BIBIT method of payment - provided by the Royal Bank of Scotland Group. For this reason the credit card's statement of account of Customers will bear reference to the "Blauer" or "FiloBlu S.p.A." as reason for payment.
7.3 If payment of the Price is made by PayPal, at the time the Orders are placed by the Customers, the web session shall be redirected on PayPal's safe Web site. On such Web site, the Customers will be able to complete the payment of the Price (and the part of the shipping costs requested by FiloBlu S.p.A.  as indicated under clauses 5.3 and 5.4) using their own PayPal account and in accordance with PayPal conditions for utilization of service, which Customers will have accepted either at the time or previously. The Price (and the part of the shipping costs requested by FiloBlu S.p.A. as indicated under clauses 5.3 and 5.4) shall be charged on Customers' PayPal account upon the Confirmation Order being sent by FiloBlu S.p.A. 
7.4 If requested by the Customers upon placing the Orders, FiloBlu S.p.A. shall send regular invoices by e-mail or mail on the basis of the information provided by the Customers. No amendment of the invoices shall be possible after the invoices have been issued by FiloBlu S.p.A.
7.5 Information received from FiloBlu S.p.A.pursuant to clause 7. shall be solely utilized by FiloBlu S.p.A. for the sake of completing all relevant sale procedures and for reimbursement procedures should Customers exercise the right of withdrawal provided for by clause 9.
7.6 In case of payment via AmazonPay, at the time of sending the Orders by the Customers, Customers will be asked to use their Amazon account to complete the payment, according to the conditions set by the Amazon Pay payment service, subscribed by the Customers. The charge of the Price and of the contribution for the shipping costs referred to in art. 5 takes place simultaneously with the submission by FiloBlu S.p.A. of the Order Confirmation.

8. Shipping and delivery of the Products

8.1 Being understood that "shipping" of Products means the delivery of the latter to the couriers selected by FiloBlu S.p.A. pursuant to clause 8.2, FiloBlu S.p.A. agree to ship the Products:
(i) when the Products are available (as defined under clause 4):
- within 3 working days from receipt of the communication authorizing the charge of payment as under clause 7.2 if payment is made by credit card;
- within 3 working days from the time the confirmation of the payment is made available if the payment is made with methods different from credit card;
(ii) should one or more Products become unavailable as in the case under clause 4.3, FiloBlu S.p.A. will use its best endeavours to inform the Customer, by email, that non available item/s will be refunded in a timely manner directly to the same payment method selected by the Customer in the order. Available items selected in the order will be sent to the Customer. FiloBlu S.p.A. will accept no liability or responsibility for the non/delayed availability of any product/s.
(iii) in case of "on demand" Products (as defined under clause 4.4) within 3 working days from the time such Products are available at FiloBlu S.p.A.'s warehouses. (iv) in case of "customized" Products, within 3 working days from the communication indicated in clause 4.5 (ii);
(v) in case the availability of one or more Products is not indicated (as in the option under clause 4.6) and the Products are available at FiloBlu S.p.A.'s warehouses at the time of placement of the Order by the Customers:
- within 3 working days from receipt of the communication authorizing the charge of payment as under clause 7.2 if payment is made by credit card;
- within 3 working days from the time the confirmation of the payment is made available if the payment is made with methods different from credit card;
(vi) in case the availability of one or more Products is not indicated (as in the option under clause 4.6) and the Products are not available at FiloBlu S.p.A.'s warehouses at the time of placement of the Orders by the Customers, within 3 working days from the time the Products are available at FiloBlu S.p.A.'s warehouses.
8.2 FiloBlu S.p.A. agrees the shipment of the Products worldwide by means of express couriers selected on a case by case basis depending on the Product ordered and on the destination. The Products are shipped by FiloBlu S.p.A., and delivered by the courier selected by FiloBlu S.p.A., at the address indicated by the Customers at the time of registration as under clause 6.1 or at a different address specified at the time the Order is placed.
8.3 FiloBlu S.p.A. agrees to use its best effort to ensure that the Products shipped pursuant to clauses 8.1 and 8.2 shall be delivered by the selected couriers:
- in Italy within 48 hours from the date of shipment;
- outside Italy within 10 days from the date of shipment. FiloBlu S.p.A. accepts no liability or responsibility for the delayed or late delivery of any items.
8.4 The delivery terms under clause 8.3 may not, under any circumstance, be considered binding as FiloBlu S.p.A. is unable to directly monitor the deliveries of the selected couriers; therefore, FiloBlu S.p.A. cannot be held liable in case of breach of the delivery terms mentioned under clause 8.3.
8.5 In order to allow the Customers to monitor the progress of the Orders, FiloBlu S.p.A. shall issue an Order number which, once inserted in the "my order" section – accessible from any page of the On-Line Shop – allows to verify all information concerning the Orders.
8.6 The Customers may also verify the progress of Orders utilizing the "Order Tracking" function if such service is provided by the courier selected by FiloBlu S.p.A. for the delivery. Such check is available to the Customers only after the shipment of Products and by utilizing tracking data communicated by FiloBlu S.p.A., via e-mail.
8.7 The Customers, or authorized third parties who will be at the address indicated in the Order Confirmation at the time of delivery, are obliged to check that:
(i) the Products correspond to the content of the courier's delivery slip (DDT) both as regards to the quantity and type.
(ii) the parcel/package of the Products is intact, undamaged, not wet nor in any way altered even with reference to the securing material.
8.8 Any damage to the parcel/packaging of the Products must be immediately claimed by the Customers by means of a comment expressing "control reserve" to be written on the courier's slip acknowledging delivery. It is understood that once the slip is signed without any claim, the Customers will not be entitled to claim any exterior defect of the delivered Products.
8.9 The Products may be delivered by couriers only to the Customers or to third parties authorized by the Customers. The receiving party is obliged to sign the slip in order to certify the occurred delivery. Couriers do not deliver at postal office boxes nor by inserting the Products in letter boxes or similar.

9. Right to withdraw

9.1 The Customers who are "consumers" (i.e. private persons acting for scopes not included in any commercial, craftsman or professional activity carried out in their business), have the right, in accordance with and pursuant to article 64 of the Italian Legislative Decree n. 206 of 2005, to withdraw from the Sale and Purchase Agreement within 14 days from receipt of the Products. Customers may exercise their right to withdraw from the Sale and Purchase Agreement by sending an e-mail to FiloBlu S.p.A.to the address specified under clause 16. Such communication shall include:
(i) the intention to exercise the right to withdraw;
(ii) the details of the Order generating the Sale and Purchase Agreement from which they intend to withdraw.
9.2 In case the Customers exercise the right to withdraw pursuant to this clause 9:
(i) Customers undertake to return the Products within 10 working days from the date in which withdrawal was communicated by the Customers as indicated under clause 9.1;
(ii) all costs connected to the return of the Products are entirely borne by the Customers;
(iii) FiloBlu S.p.A.undertakes to reimburse the Price in the shortest time possible and, in any event, within 14 days from the date in which withdrawal was communicated by the Customers as indicated under clause 9.1, provided that:
- the Products have been returned and are intact;
- the original package has also been returned and is intact;
- the accessory items and instructions manual, if any, are returned and are intact;
- the Products have not been utilized;
(iv) FiloBlu S.p.A. shall communicate to the Customers the methods for reimbursement of the Price and to this extent it shall be entitled to require to the Customers the relevant banking data (IBAN and name of account holder).
9.3 Should the Customers not exercise the right to withdraw in accordance with terms and conditions set out under this clause 9., the Customers shall have no right to reimbursement of the Price.
9.4 As an alternative to exercising the right to withdraw provided for by this clause 9., "consumer" Customers hold the option to "change product" according to the terms and conditions specified on the On-Line Shop.

10. Products' flaws / defects

10.1 Should the Products bear a warranty from the producer (commercial/conventional warranty), any possible flaw and defect of the Products must be communicated by the Customers directly to the producer in accordance with the terms and conditions indicated in the warranty.
10.2 "Consumer" Customers (as defined under clause 9.1) have the rights granted to the "consumers" by article 130 of Legislative Decree n.206 of 2005; such rights must be exercised in accordance to the terms provided for by article 132 of the above mentioned Decree.

11. Product liability

The producer of the Products shall be liable for whatever damage caused by the Products' flaws and/or defects.

12. Privacy

FGF Industry S.p.A. declares and guarantees that the Customer's personal data will be processed in accordance with the provisions of a. Reg. EU n. 679/2016 ("GDPR"), as provided for by the privacy notice provided to Customers when registering the Profile

13. Errors and inaccuracies in the On-Line Shop

13.1 FiloBlu S.p.A.Agrees to regularly check the On-Line Shop in order to avoid any possible error or inaccuracy. However, it is possible that the On-Line Shop bears, or might bear, errors, inaccuracies or oversights from time to time.
13.2 FiloBlu S.p.A. has the right to amend the errors, inaccuracies or oversights contained in the On-Line Shop even after an Order has been placed as well as the right to modify and update the information at any time without any prior notice to the Customers.

14. Intellectual Property

All intellectual property rights connected to the On-Line Shop (including its contents) are the exclusive property of FiloBlu S.p.A.and/or Blauer; the On-Line Shop and its contents shall not be reproduced, either partially or entirely, transferred by electronic or conventional means, modified, linked or utilized in any way, without prior written consent from FiloBlu S.p.A.

15. Applicable law

15.1 The General Conditions and the Sale and Purchase Agreements are governed by, and construed in accordance with, the laws of the Republic of Italy (in particular by Legislative Decree No. 206 of 06/09/2005 –clauses from 50 to 67 – and by Legislative Decree No. 70 of 09/04/2003 on e-commerce) and shall be interpreted accordingly.
15.2 Any dispute arising from, and in connection with, the General Conditions and/or the Sale and Purchase Agreements shall be submitted to the exclusive jurisdiction of the Court of Turin.
We inform you that an European platform for online dispute resolution for consumer disputes (so-called ODR platform) is available at the following address http://ec.europa.eu/consumers/ odr/

16. Contacts

For further information and assistance on the On-Line Shop and/or on the methods of purchase on the On-Line Shop and/or on the Sale and Purchase Agreements, the Customers may contact FiloBlu S.p.A. through our customer service or by letter at the following address: FiloBlu S.p.A. Via Caltana, 116/C – 30030 Santa Maria di Sala (VE), Italy.


Our Customer Service is at your complete disposal for any questions or concerns.
We will answer to your questions from Monday to Friday from 9 am to 5 pm GMT (London time).
Call us at your dedicated number displayed in our contacts page, or contact us via email through our contact form.



We are sorry, but once an order has been registered, it is processed automatically and cannot be canceled. The package can be returned as indicated in our Return Policy.