{"id":12501,"date":"2019-03-17T15:40:42","date_gmt":"2019-03-17T14:40:42","guid":{"rendered":"https:\/\/www.sebastiantorino.com\/?page_id=12501"},"modified":"2026-07-21T17:29:00","modified_gmt":"2026-07-21T15:29:00","slug":"customer-service-faq","status":"publish","type":"page","link":"https:\/\/www.sebastiantorino.com\/en\/customer-service-faq\/","title":{"rendered":"Customer Service FAQ"},"content":{"rendered":"<div class=\"wpb-content-wrapper\">[vc_row et_full_width=&#8221;true&#8221; et_row_padding=&#8221;true&#8221; parallax=&#8221;content-moving&#8221; thb_column_padding=&#8221;true&#8221; thb_scroll_bottom=&#8221;true&#8221; thb_scroll_bottom_style=&#8221;style2&#8243; css=&#8221;.vc_custom_1616536061588{padding-top: 20vh !important;padding-bottom: 20vh !important;background: #c37d49 url(https:\/\/www.sebastiantorino.com\/wp-content\/uploads\/2021\/03\/DSC9925-scaled.jpg?id=11509);background-position: center;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_column et_column_color=&#8221;et-light-column&#8221;][vc_row_inner][vc_column_inner offset=&#8221;vc_col-lg-offset-1 vc_col-lg-6&#8243;][vc_column_text css=&#8221;.vc_custom_1616535956470{margin-top: 20px !important;}&#8221;]\n<h1>FAQs<\/h1>\n<h4>Frequently Asked Questions<\/h4>\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1616536100273{padding-top: 100px !important;padding-right: 2rem !important;padding-bottom: 100px !important;padding-left: 2rem !important;}&#8221;][vc_column][vc_tta_accordion active_section=&#8221;1&#8243; style=&#8221;style2&#8243;][vc_tta_section title=&#8221;I forgot my password.&#8221; tab_id=&#8221;1555532166627-d18a27a7-6515&#8243;][vc_column_text]Enter your email address in the designated box. Then click on &#8220;Forgot password?&#8221; and a new one will be sent to you immediately.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;How can I use my discount coupons?&#8221; tab_id=&#8221;1555532166698-b9e07fe9-85b4&#8243;][vc_column_text]The discount coupon must be entered in the &#8220;Apposta Coupon&#8221; box immediately after selecting your desired payment method.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;How to view my previous orders.&#8221; tab_id=&#8221;1555532166782-e41f6de6-d637&#8243;][vc_column_text]To view the orders placed so far, log in to your account area and click on &#8220;My previous orders&#8221;.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;What payment methods are available?&#8221; tab_id=&#8221;1616535380854-0a018e49-59db&#8221;][vc_column_text]Apposta offers you two ways to pay for your order:<\/p>\n<ul>\n<li>PayPal: we accept all major credit cards (Mastercard, Visa, American Express), as well as other local payment systems depending on your country.<\/li>\n<li>Satispay<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;Are payments secure?&#8221; tab_id=&#8221;1616535447745-cdd5116e-9e0f&#8221;][vc_column_text]Sebastian Torino collects only the minimum personal data necessary for order delivery: first and last name, contact details, and address. This data is strictly protected and is not shared with third parties.<\/p>\n<p>For online payments, we rely on selected gateways among global leaders for the highest certified security standards. Personal data related to payment\u2014such as credit card numbers\u2014is acquired solely by the gateway and is not shared with Sebastian Torino.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;I encountered a problem during payment.&#8221; tab_id=&#8221;1616535516452-5913fc11-ceaf&#8221;][vc_column_text]If you experienced an issue with payment, access the &#8220;My previous orders&#8221; section in your account area and select the order you wish to pay for. Once inside, click on &#8220;Pay now with PayPal\/Satispay&#8221;.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;The shirt I received is defective\/damaged\/differs from the order.&#8221; tab_id=&#8221;1616535619568-ed3ae26d-2d8b&#8221;][vc_column_text]Shirts are handcrafted one by one, so errors can occasionally occur. In this case, Sebastian Camicie takes full responsibility for the resolution at no cost to the customer. Read the <a href=\"https:\/\/www.sebastiantorino.com\/en\/returns-and-refunds\/\">returns information<\/a> to learn how to proceed.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;How can I return my shirt?&#8221; tab_id=&#8221;1616535754085-c3a67072-a837&#8243;][vc_column_text]If an issue of any kind has occurred with your Apposta shirt, please consult the <a href=\"https:\/\/www.sebastiantorino.com\/en\/returns-and-refunds\/\">returns information<\/a>, or if in doubt, do not hesitate to <a href=\"https:\/\/www.sebastiantorino.com\/en\/contact\/\">contact customer care<\/a>, who will guide you on how to proceed.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=&#8221;Do I have to pay customs duties?&#8221; tab_id=&#8221;1616535814377-425a7070-35ca&#8221;][vc_column_text]Deliveries to countries outside the European Union may be subject to additional costs for taxes or customs duties. The courier will request payment of these amounts upon delivery. The amount due will be calculated based on the laws in force in the destination country and does not depend in any way on Sebastian Camicie.[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][\/vc_column][\/vc_row][vc_row et_full_width=&#8221;true&#8221; css=&#8221;.vc_custom_1588132282993{padding-top: 90px !important;padding-bottom: 90px !important;background-color: #f8f8f8 !important;}&#8221;][vc_column][vc_row_inner content_placement=&#8221;middle&#8221;][vc_column_inner offset=&#8221;vc_col-lg-offset-1 vc_col-lg-6&#8243;][vc_column_text]\n<h5 class=\"fancy-title\">Contact Us<\/h5>\n<h2>Still have questions?<\/h2>\n[\/vc_column_text][\/vc_column_inner][vc_column_inner offset=&#8221;vc_col-lg-3&#8243;]\t\t<div id=\"et-button-6acec2b6d929f\" class=\"et_btn_align_center animation bottom-to-top\">\n\t\t\t<a href=\"https:\/\/www.sebastiantorino.com\/contatti\/\" class=\" et_btn button et_btn_md solid color-  arrow-enabled \"  role=\"button\" title=\"Contact us\" ><span>Contact us<\/span><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" x=\"0px\" y=\"0px\"\r\n\t width=\"30px\" height=\"18px\" viewBox=\"0 0 30 18\" enable-background=\"new 0 0 30 18\" xml:space=\"preserve\">\r\n<path class=\"handle\" d=\"M20.305,16.212c-0.407,0.409-0.407,1.071,0,1.479s1.068,0.408,1.476,0l7.914-7.952c0.408-0.409,0.408-1.071,0-1.481\r\n\tl-7.914-7.952c-0.407-0.409-1.068-0.409-1.476,0s-0.407,1.071,0,1.48l7.185,7.221L20.305,16.212z\"\/>\r\n<path class=\"bar\" fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M1,8h28.001c0.551,0,1,0.448,1,1c0,0.553-0.449,1-1,1H1c-0.553,0-1-0.447-1-1\r\n\tC0,8.448,0.447,8,1,8z\"\/>\r\n<\/svg>\r\n<\/a>\n\t\t<\/div>\n\t\t\n\t[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row]\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row et_full_width=&#8221;true&#8221; 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