Frequently asked questions
General Information
Can a private citizen buy on our website?
No, in order to buy on out webshop it is mandatory to be a subject who professionally carries out an economic activity. For Italian and European customers, a VAT number will be required.
Do the images I find in the Creative Case section correspond to the product I will receive?
The visual representation of the products composed in the Creative Case is indicative of the color and pattern of the material after the necessary processing and polishing. The material is delivered in a raw unpolished form.
The slabs of the Creative Case I received are opaque. Why?
The slabs that are shipped are made of raw material and have not been subjected to finishing processes, therefore they have a matt surface. Once subjected to the necessary operations, a glossy finish will be obtained.
The slabs of the Creative Case I received have superficial scratches. Why?
The slabs that are shipped are made of raw material, have not been subjected to finishing processes and can therefore have surface defects that will disappear after appropriate processing.
Are Creative Case slabs and Decorative Case thin sheets always available?
The color selection to create the Creative Case and the Decorative Case is variable. Some colors will always be available and will be re-stocked as soon as they will be out of stock. Other products will be replaced by new proposals and it will no longer be possible to buy them on the webshop.
Do you only have 7x17 cm size for Creative Case slab?
Yes, the slabs you can purchase to create your Creative Case are sold in the above-mentioned size. If you are interested in receiving products in larger sizes, we suggest you look at our cellulose acetate catalog where you will find many of the colors offered in slabs that you can buy with a minimum quantity of a sheet or a strip. The products presented in our catalog cannot be purchased online but you can have all the information you need to have them by contacting our customer service at info@mazzucchelli1849.it
Do you only have 15 x 34 cm size for Decorative Case sheets?
Yes, the sheets you can purchase to compose your Decorative Case are sold in the above-mentioned size. If you are interested in receiving products in larger sizes (60 x 140 cm) and with different patterns, we suggest you to look at our Big Decorative Case section. We still recommend you, in case you’re interested in larger sizes, to check out our decorative films catalog. The products presented in our catalog cannot be purchased online but you can have all the information you need to have them by contacting our customer service at info@mazzucchelli1849.it.
Which side of the decorative Case Mdecor sheets should I use?
The use of the glossy side rather than the matte one is entirely at your discretion. They have been polished in this way to give you the possibility to have more effects and exploit the full potential of this product.
What size and what finishing do the Big Decorative Case sheets have?
The sheets that you can choose to compose the Big Decorative Case have a 60x140 cm size. The finishing you can choose from are RR, LM and MM.
RR means both sides are left raw, thus suitable for applications where Mdecor must be laminated or reworked. LM indicates that one side is glossy and the other is matte while MM means that both sides are matte.
What if I would like more than 5 sheets among those proposed in the Big Decorative Case section?
If you are interested in more than 5 sheets you can compose more than one Big Decorative Case. If, on the other hand, you need more sheets of the same color, we recommend that you contact our customer service at info@mazzucchelli1849.it
Why can't Cellulose acetate and M49 Bioplastic be processed or stocked together?
Because in certain environmental conditions, if M49 slabs were left in contact with standard plasticizing slabs, plasticizer migrations could be observed, mainly in the contact areas, which generate a superficial oiliness. If this phenomenon occurs, it is sufficient to leave the material in the air for a few hours. In doing so, the oiliness will be reabsorbed; alternatively you can use a clean cloth and remove it manually.
Orders
Is it necessary to register in order to make a purchase? How do I register?
No, you are not required to register in order to buy from the online store. If you wish, you can register by accessing the log in area and entering the requested information. You will receive a confirmation e-mail to the e-mail address you provided us with.
Registration enables you to place subsequent orders without re-entering contact information and to have access to a dedicated area where you can find the history of your orders.
Is there a minimum order amount in the webshop?
A minimum order amount is not required. Regarding some products, however, a minimum purchase quantity is required. To be able to buy a Creative Case, for example, it is necessary to compose the box with 20 slabs.
How do I know that my order has been confirmed?
Once your order has been completed, we'll send you an order confirmation e-mail. You can also sign in to your account and check your recent orders under 'My Account' and 'My Orders'.
If you have not received your e-mail please make sure that the e-mail address on your order is correct, check the spam or junk folder of your e-mail account and, in case you use a Gmail address, please check the Promotions folder as well.
For any information you may need, you can contact our Customer Service by sending an e-mail to the following address: webshop@mazzucchelli1849.it
Are all products in the webshop available?
All products in the webshop are available. If a product is temporarily out of stock, it will be notified on the site itself.
Can I change shipping address after placing the order?
If you need to make a change in the shipping address, please contact our customer service as soon as possible by sending an e-mail to webshop@mazzucchelli1849.it
We will try to do everything possible to fulfill your request.
Please note that once the order has been shipped it will no longer be possible for us to make any changes.
Can I add other products to my order after I received the confirmation e-mail?
It is not possible to integrate different orders or add products to an order after the confirmation of the purchase has been received.
If the desired products are still available we advise you to place a new order.
Is it possible to buy only one slab or one thin sheet among those in the webshop?
No, the slabs of the Creative Case are sold in packs of 20, whereas the thin sheets of the Decorative Case are sold in packs of 12.
Where can I ship my order?
The order can be shipped to Europe, America, Australia, New Zealand, Russia, Indonesia and Thailand.
For more info you can see Shipping Page
Returns
How can I return the items I purchased?
To make a return, you must contact our customer service by sending an e-mail to webshop@mazzucchelli1849.it, indicating the invoice number and the reasons for the return. We will contact you as soon as possible.
How much time do I have to return items?
Within 8 days from receipt of the goods it is necessary to begin the return procedure as follows:
- Send a registered letter with acknowledgement of receipt or through a carrier at
- Send an e-mail at webshop@mazzucchelli1849.it
For which reasons can I return an item?
It is possible to make a return if, at the time of delivery, in the package there were products other than those ordered and/or damages to the product. It will not be possible to accept the return of materials that have already been worked by you.
The return must always be authorized by Mazzucchelli.
What products can I return?
To be eligible for a return, your items must be in the same condition that you received them and properly packed.
If you no longer have the original box, you are required to return the items accurately packed. If an error has occurred and you have received material other than the one ordered, the product must be returned in a state of substantial integrity (clean, free of scratches, damage and equipped with its original labels).
The return must always be authorized by Mazzucchelli.
Is it possible to get a refund?
Mazzucchelli 1849 Spa does not refund money for the returned goods but will replace the claimed items. The replacement material will be sent to you only after Mazzucchelli authorizes the return.
Does Mazzucchelli charge for returns?
Once the return has been authorized, return costs will be covered by Mazzucchelli 1849 Spa. The returned goods will be collected by a carrier sent by Mazzucchelli. Transportation costs will not be covered by Mazzucchelli if a carrier other than that indicated by Mazzucchelli is used.
How can I schedule a pickup?
All the necessary information about collection will be provided by our customer service once the return procedure has been opened.
Payments
With which currencies can I pay in Mazzucchelli webshop?
You can pay with Euros (€) in our webshop.
What payment methods are accepted?
On Mazzucchelli 1849 you can make your purchases using your credit card. All online credit card transactions are protected by advanced encryption techniques such as Secure Socket Layer (SSL), a standard protocol that guarantees the secure exchange of data.
Which Credit Cards do you accept?
The Mazzucchelli webshop accepts the following credit cards: Visa, Mastercard (Euro Card) and American Express.
Is paying by credit card on the webshop safe?
To guarantee maximum protection, the transaction will be carried out on a secure Stripe server.
Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1 (the most stringent level of certification available in the payments industry).
When proceeding to pay with your credit card, you can also choose to authenticate the transaction using 3D Secure to reduce the risk of fraudulent transactions.
When will my credit card be charged?
L'importo del tuo ordine sarà addebitato al momento della conferma ordine.
Why is my credit card payment being rejected and/or not authorized?
If your credit card was declined, this may depend on several reasons:
Incorrect card number
Incorrect expiration date
Insufficient funds on the credit card
The order exceeds the spending limit
Specific policies of the bank on purchases made electronically or on the internet
Failure to indicate the CVV security code
No PIN indication "(eg 3DSecure)
The lack of authorization does not imply any charge. If you have not experienced any of the problems related to the points listed above, we suggest that you try reloading the page later. If the problem persists, please contact our customer service at webshop@mazzucchelli1849.it and we will try to help you.
How do I request the invoice?
The invoice will always be issued and inserted in the package that will be sent to you. For shipping within Italy, the official invoice will be issued electronically and will be available via SDI (Sistema di Interscambio). In this case the copy inserted in the package is to be considered as a "copy of courtesy ".
Shipping
Where can I ship my order?
The order can be shipped to Europe, America, Australia, New Zealand, Russia, Indonesia and Thailand.
For more info you can see Shipping Page
How much are the shipping costs?
Shipping costs are included in the price as for Creative Case and Sample Case. As for Msafe product, shipping costs are included for Italy only. For more info you can see Shipping Page
So far as import duties, they are levied once the merchandise reaches your country. Any additional charges for customs clearance must be covered by the customer. As these duties vary according to country, products, costs etc we cannot predict what they may be, and they are the customer’s responsibility.
When will my parcel be delivered?
In case you purchase a Creative Case, a Sample Case, our Empty Cases for Monocolors or our Books, your order generally takes 3-5 working days to prepare your order and give it to the carrier. From that date, the carrier takes about 2 working days for delivery in Italy, up to 3-4 working days for delivery in Europe and up to 7 working days for delivery in America, Europe and New Zealand. In case you purchase a Decorative Case, the order will be handed to the courier within 10 working days. Orders of different Articles or cases will be sent in a single shipment. If among the goods ordered there are one or more Decorative Cases, the entire order will be delivered within 10 working days. Please note that delivery times may be slightly extended during holidays or summer period.
Where is my order?
If you want check the status of your order and track its delivery, please contact our customer service at the e-mail address webshop@mazzucchelli1849.it