Returns and assistance

Is it true that returns are always free on Tataway?

Yes, on Italian territory yes. That is, we are the ones who send the courier to your home free of charge to collect the product. Please note: in the case of returns due to the right of withdrawal of orders that include management costs (for example the 3 euro cash on delivery fee or the costs for reaching difficult areas), the aforementioned costs will not be refunded. Example: if you order a 20 euro product to which a 3 euro cash on delivery fee is applied, upon return of the return due to the right of withdrawal, you will be refunded 20 euros. As well as for orders with delivery outside Italian territory: upon return of the return, if you wish to enjoy the right of withdrawal, you will not be refunded the shipping costs but only the amount of the product (or products) ordered .

How long do I have to make the return?

You can make a return to Tataway.shop up to 360 days from purchasing the product, as long as it has never been used, the packaging is intact and all labels are present.

In which cases is the return not accepted?

Your return will not be accepted if: You have purchased personalized products: for example, you cannot return a child seat or booster seat to which the name has been personalized. All personalized products cannot be returned You have used the product You broke the product packaging You peeled off the original labels You have washed the product You have compromised the product If Tataway.shop receives a non-compliant return, it will send it back to the sender, in this case charging the reshipment costs.

I want to return one or more products, what should I do?

Contact Tataway Customer Service via email at customers@tataway.shop indicating the order number and the product or products you want to return. The Customer Service staff will give you all the useful information to proceed.

Can I send the returned goods back?

The free return service is managed by Tataway.shop: you don't have to send the package back, but we'll come and collect it. Tataway.shop is not responsible for returns sent independently by the customer and, in addition to this, the return shipping is not refunded.

Once I have requested a return, can I receive a completely different product from the one ordered in exchange?

Certainly. If the reordered product costs more than the returned one, you can make an addition by paying the difference in cash to the courier. If the product ordered costs less, you will be contacted by Tataway.shop Customer Service to refund the difference.

How long will it take to receive the ordered product in exchange?

Typically, it takes around 6-7 working days, but Tataway.shop is committed to speeding up the return process as much as possible. There may be slowdowns in particularly "hot" periods such as Black Friday and Christmas: however, Tataway Customer Service is always available to listen to your every request.

The courier did not come to collect the return: what should I do?

The courier passes a second time if he doesn't find you on the first pass. If the courier has not come to collect the return within 48 working hours, nor has he contacted you by telephone, contact Tataway.shop Customer Service to resolve the problem.

I gave the package with the return to the courier, how can I track it?

The courier assigns a tracking number to any shipment, including returns. Ask the courier employee for the tracking number so you can keep track of it.

Can I request the return to be collected from an address other than the one where the order was shipped?

Certainly. You will be able to choose not only the collection address, but also the return address (but not the time). You simply need to indicate it to Tataway Customer Service when requesting the return.

I made the return, but I haven't seen the refund credited yet, why?

Tataway.shop undertakes to carry out all refunds within the 30 days provided for by the Consumer Code (Legislative Decree no. 206/2005 art 67). If you have not received the refund within the 30 days required by law, contact Tataway.shop Customer Service immediately.

I canceled the order, when will I be refunded?

You will first receive the cancellation confirmation via email. Tataway then undertakes to process refunds for canceled orders as quickly as possible. If you do not see your refund credited within the 30 days required by law under the Consumer Code (Legislative Decree no. 206/2005 art 67), contact Tataway.shop Customer Service immediately.

How is the refund processed?

If you paid by credit card, PayPal or other electronic payments, the credit is direct to the payment system used. If you have placed an order with "Cash on delivery" method you will have to provide Tataway.shop Customer Service with an IBAN for credit. Attention: Tataway.shop cannot send cash either by post or courier, therefore the credit is carried out exclusively through IBAN (therefore, by bank transfer) and never by cash. In all cases, the refund takes place within 30 days as required by the Consumer Code (Legislative Decree no. 206/2005 art 67).

I received a defective product, what should I do?

Tataway will try to resolve the problem as quickly as possible. All you have to do is send an email to customers@tataway.shop indicating the order number and the words "Defective product" in the subject. Always attach a photo of the damage to the email. And remember to always describe the extent of the defect. We will respond within 24 hours of your request.

I received a different product than the one ordered, what should I do?

Send an email immediately to customers@tataway.shop indicating in the subject the order number and the words "Product different from what was ordered". Explain in the body of the email what problem you encountered, and attach a photo of the incorrect product. We will respond within 24 hours of your request.

I received the package, but one or more products are missing: what do I do?

Write an email to customers@tataway.shop indicating the order number and the words "Missing product" in the subject. We will respond within 24 hours of your request.

Do the products sold on Tataway.shop have some form of guarantee?

All products sold on Tataway.shop have a legal guarantee of 2 (two) years.

The product no longer works, or has broken, after a period of use. Can I take advantage of the guarantee?

If the product purchased on Tataway.shop is no longer working, contact Tataway.shop Customer Service at customers@tataway.shop, indicating the order number in the subject and the words "Request assistance under warranty" and in the body of the text the defect presented by the product. In case of obvious breakages or defects, attach a photo that clearly illustrates the problem. Tataway.shop will reply you within 24 hours.

Can a shipment be blocked? If yes, by when?

Yes, if the order has not yet been sent you can block the shipment by contacting Tataway.shop Customer Service.

I have not received the invoice. Is it possible to receive an invoice?

Certainly. You simply need to select "I want to receive an invoice" before closing the order by entering your details. It is important to write your company name without errors.