Sales Conditions

IMPORTANT UPDATE: At this time operations are running normally, but with the ongoing Covid-19 outbreak, processing and delivery times are subject to delays based on government restrictions related to the pandemic. If production or shipping is ever halted or delayed by the current crisis all affected orders will be notified in a timely manner.

Welcome to the ESA Space Shop, managed by Olly Services S.r.l. In this page you can find all the details of the sales conditions that regulate the esaspaceshop.com website.

We draw your attention also to the Privacy and Cookies Policy, and Legal Terms pages.

Privacy Policy

Legal Terms

We welcome your questions, comments and feedback. You may use the Contact us form to send them to us.

We invite you to read carefully the following terms before placing an order, as they imply you are accepting them since you use the website.

If you represent a business and intend to place bulk orders, you will receive our dedicated Sales Conditions when requesting a quotation.

1. INTRODUCTION

This document contains the sales terms and conditions that govern esaspaceshop.com. We publish information on the website to provide a service to users, but declines any responsibility of the possibility of eventual technical inaccuracy and/or typographical errors. Once notified, we will execute an immediate correction. We also reserve the right to make corrections and changes to the website when necessary without giving prior notice. Olly Services S.r.l. does not offer any guarantee that the information published on its own website, is in conformity with the laws of the User’s competent jurisdiction. Esaspaceshop.com is a protected website according to international Internet standards which, if used correctly, Users can be reassured not to encounter viruses. However, Olly Services S.r.l. declines any responsibility from eventual problems, damages, viruses or risks that the User may incur during the misuse of the website and declines any responsibility from eventual faulty operations of the website due to the deactivation of “cookies” in the User’s browser. By ordering the User firmly declares to accept these Sales Terms and Conditions and the wish to acquire the ordered goods. If we make any change to these terms, we will inform you by placing a notice on this website.

2. WRITTEN COMMUNICATIONS

When using our website, you accept that communication with us will be mainly electronic. We will contact you by email or provide you with information by posting notices on our website, push notifications or messages. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing.

3. AVAILABILITY OF PRODUCTS

All orders for products are subject to availability and in this regard, in the event of supply difficulties or because products are no longer in stock, we reserve the right to give you information about substitute products of an equal or higher quality and value, which you can order. If you do not wish to order such substitute products, we will refund what you might have paid.

4. REFUSAL OF ORDER

Each order you submit is a non-binding offer from you to purchase merchandise in exchange of payment. We reserve the right to withdraw any product from the website at any time and/or remove or edit any materials or content on the website. While we will make reasonable efforts to process all orders, there may be exceptional circumstances that may require us to refuse to process an order after we have sent you an Order Confirmation; and we reserve the right to refuse to process an order at any time, at our sole discretion.

We will not be liable to you or any other third party by reason of our withdrawing any product from the website, whether it has been sold or not, removing or editing any materials or contents on the website or for refusing to process or accept an order after we have sent you the Order Confirmation.

5. PRICE AND PAYMENT

The price of the products shall be the one quoted from time to time on our Website. While we take care to ensure that all prices quoted on our Website are accurate, errors may occur. If we discover an error in the price of any product(s) you have ordered, we will inform you as soon as possible and give you the option of reconfirming the order at the correct price or cancelling it. If we are unable to contact you, the order will be treated as cancelled and if you have already paid for the product(s) you will receive a full refund.

We are under no obligation to sell the product(s) to you at the incorrect (lower) price (even after we have sent you a Shipment Confirmation) if the pricing error is obvious and unmistakable and could have reasonably been recognized by you as such. All prices are exclusive of shipping charges and sales tax (if applicable). The total cost of the order is the price of the product(s) ordered plus the delivery charge and sales tax (if applicable). Prices may change at any time.

Sales tax is charged (if applicable) according to the shipping address of your order as required by applicable regulations.

Once you have finished shopping on the Website, all the products you wish to purchase are added to your basket. Your next step will be to go through the checkout process and make payment. As stated above, placing an order means accepting the terms and conditions of this legal notice.

Payment may be made by Visa, MasterCard, American Express and Diners credit cards, PayPal system or bank transfer. Any legally permissible validation and authorization of your card will apply.

Payment for orders will be made to Olly Services S.r.l. The amount of the purchase will not be charged to your original payment method until your order has been shipped to the delivery address. By clicking on the "Place Order" button, you are confirming that the chosen method of payment is yours. Cards are subject to validation checks and authorization by your card issuer. If we do not receive the required authorization, we will not be liable for any delay or non-delivery. If payment is made via PayPal, the amount will be charged upon confirmation of your order.

If you choose to pay via bank transfer, you will have to send the bank transfer from your banking account to ours. You will receive instructions via email. Bank fees are borne by the customer. If you do not make the bank transfer within 15 days from placing the order, we will cancel your request. We will try to contact you via email before then, but in case there is no answer the order will be cancelled. 

If you are using a discount code you must do so at the time of purchase. Discounts cannot be applied retroactively.  Discounts cannot be cumulated. 

6. SHIPPING

Subject to the provisions of para. 2, and unless there are any exceptional circumstances, we will endeavour to fulfil your order for product(s) listed in the Order Confirmation within the chosen delivery time. Products are usually processed and delivered within 4/14 working days from time of purchase, and they are all shipped with either DHL or BRT. Please note that countries like the U.S.A., Australia might take up to 15/20 working days for delivery. Please consider that there could be some delays during particular periods of the year (e.g. Christmas time, Black Friday), for unforeseen circumstances (e.g. limitations caused by Covid-19) and because of the delivery area (e.g. islands). Products will be delivered, in any case, within 30 working days in accordance with the terms foreseen by laws in force. If you pay via bank transfer, the package is processed only after we receive the payment.

Merchandise that we deliver to you becomes your property at the time that you receive it. 

If you have any questions about delivery times, please contact our customer care at help@esaspaceshop.com.

6.1. Shipping costs

Shipping costs are calculated according to the weight of each article and to the dimension of each package. They can vary depending on destination. Your shipping costs will be automatically calculated at checkout. 

The orders delivered to EU countries are eligible for the following discount prices: orders up to €49 euro will pay €9.90 for shipping, orders up to €109 will pay €7.90 for shipping, free shipping for orders over €110. 

6.2 Important shipping information

Please take the following information into consideration:

• All orders require a signature upon receipt;

• You can check all the information about your package through the informative email that the courier sends to you at the moment;

• It is your responsibility to give a correct and complete address and contacts (meaning street address, civic number, ZIP code, e-mail address, phone number, and any other relevant details) at checkout. We use different couriers therefore the address must be a place attainable by all couriers. If the delivery service cannot deliver the parcel due to an incomplete or incorrect address, the customer might face eventual extra charges and the shop will not be held responsible for non-delivery or delays.

• Once you place your order and before the parcel is shipped, it is still possible to make a change in the shipping address as long as it is in the same country; the cost is 15 euros. No address changes to other countries are possible once the order is placed.

6.3. Tracking order

As soon as your order has left the warehouse, the courier will send you a dispatch notification with tracking information.

6.4. When do we ship?

ESA Space Shop delivers through international courier services from Monday to Friday during working hours. Please note that couriers do not carry out any deliveries on bank holidays.

6.5. Where do we ship?

We ship to the following countries:

6.6. Delivery attempts and temporary storage

If our delivery services find no one at the given address, they will try to deliver the package one or two more times. Temporary storage will be carried out at the courier’s warehouse or local post office. In this case you will be notified by the courier. The storage will last 7 working days. If you do not collect the package within this slot of time, it will be sent back to ESA Space Shop warehouse. Costs to reship the parcel will be borne by the customer.

For any support during this process, you may contact us at help@esaspaceshop.com.

Please note that we are not responsible for lost packages sent to mail forwarding providers.

6.7. Duties and Taxes

When transporting goods across international borders, shipments are subject to duties and taxes as determined by customs in the destination country. Please note that all customs fees are excluded from the order and should be paid by the client. In the event that the client refuses to pay the customs fees upon arrival (resulting in the parcel being returned to ESA Space Shop), any new customs fees charged in the return will therefore be deducted from the refund. 

All the goods ordered on ESA Space Shop are sent from Italy.

7. RETURN POLICY

7.1 What to do

The procedure for returns must be initiated within 14 calendar days from the date of receipt of your ESA Space Shop goods. In order to obtain a refund, all the articles you wish to return must maintain their original labels and conditions and be unused. The refund will not be processed if the above-mentioned conditions are not met.

• In order to qualify for a full refund of the purchase price of the product/s (exclusive of shipping, handling and customs charges), please fill in the form that you find here in which you will choose the reason why you are returning the product/s (please read the “Return costs” paragraph for more information) and then put the order number, date of purchase and the product/s that you want to return*.

• You are then requested to print the email that you will receive as soon as you send the return request form and put it inside the package.

• We advise that you select a shipping method that is traceable in order to take all necessary steps to ensure that the product/s are delivered safely. All the returning products must be shipped in one single delivery. ESA Space Shop is not responsible for returned items lost in transit.

• Ship your package to:

Olly Services - Return for ESA Space Shop
Via Frascati 31
00078 Monte Porzio Catone
(RM) Italy

by writing on the package “Return order n. X” and putting your order number instead of the X.

ESA Space Shop is not responsible for returned items lost in transit.

7.2 Return costs

Return shipping costs shall be borne by the customer, when:

• You wish to return a product that you are not satisfied with in terms of size or colour chosen;

• You wish to return a product that you bought by mistake;

• You wish to return a product that you are not satisfied with in general but is completely functional.

Return shipping costs shall be borne by ESA Space Shop, when:

• A different article from the one ordered is sent to you;

• The product arrives damaged or defective.

In these two cases, shipping costs will be completely refunded together with the article/s you wish to return after they arrive at destination and are checked by our ESA Space Shop team.

Please note that you are requested to choose the reason why you are returning your product/s when you fill in the returns form.

7.3 Packaging

You are responsible for returning the goods packed in the original box in order to prevent them from arriving at destination in a deteriorated condition. Only if the original packaging is unusable you can use another box that has the same size and sturdiness. Return shipments made with methods other than those specified above will not be accepted.

7.4 Refund processing

ESA Space Shop shall not be responsible for returned items lost in transit. Once the return has arrived at destination and the ESA Space Shop team has checked the legitimacy of the return and the conditions of the good(s), you will receive a confirmation email. You will receive a refund of the purchase price that you had paid for the returned product/s within 30 days of ESA Space Shop’s receipt of the returned product/s through the system with which payment was made. Always put the order number and date of purchase when contacting the ESA Space Shop team for a refund.

*Please note that customized articles cannot be returned, unless they are proved to be damaged before delivery.

8. CUSTOMER CARE

Our customer care service is available from Monday to Friday, from 9AM to 6PM CEST time. Please visit our Contact us page.