Customer service is our top priority, and while some issues are beyond our control, we do our best to ensure your transaction exceeds your expectations. Should you have an issue with any of our products or service, please contact us via our Customer Service email (login first) to voice your concern.At all times we try to maintain a high level of efficiency and service whilst keeping costs low and driving better value into the hobby market. Should you experience an issue with our service or products, please read the following information first, before contacting us.
Order still saying 'processing'
The package will be sent within 48hrs except for weekends, directly from the factory in Italy. paoloitaly.com. We have our factorie and we work and deal directly with other italian factories, we do not buy from distributors, this keeps our price lower though it means stock can sometimes be out due to factories lengthy lead times.Please log into your account on the front page by clicking 'Your account' at the top left. In here you will see your order status.
All products you ordered and have paid for are reserved for your order.
My parcel has not arrived!
We can understand the frustration associated with a late parcel.A late parcel could be the result of any number of reasons within the either countries postal system. The usual delivery time for a Standard Air Mail item is 10-30 days and an EMS item is 3-6 days. Please understand that we have no control over customs or your countries postal system. Before you contact us regarding a late parcel, please check with your local post office. In most cases parcels that do not arrive at your home are waiting for you at the post office for collection.
We do not consider a parcel lost until after we have filed a missing parcel report with the Hong Kong Postmaster. We can do this after 45 days. Once we have filed a missing parcel report and we have a response (no later than 60 days) from your countries postal authority, we can then replace your parcel. We will confirm with you on your address during this process.We do not refund or replace parcels that did not arrive because they were not picked up in time or sent back to us and lost in transit or have the incorrect address.
Wrong item received or parcel missing items
Our warehouse utilizes barcode id, product scanning, RFID security, final item counting and parcel weight recording to ensure each order is full and correct.We take our shipping and dispatch accuracy very seriously. If you have received a parcel that is incorrect or incomplete, you must do the following within 48hrs of receiving the parcel;
1) DO NOT throw any of the packaging or product materials away. Keep the entire package 100% as you received it.
2) Weigh your parcel and it's contents. You can use a kitchen scale for this. It must be accurate to 5g.
3) Photograph the parcel and it's contents. The photo must show products, parcel and packing materials clearly.
Contact SUPPORT HOTLINE with the following information:
- Order ID:- Parcel Weight:- Problem with order:
Attach photos of the parcel and contents, as stipulated above. Failure to follow the procedures above will result in a rejection of the claim.
Never accept a parcel that is crushed, damaged or has been left open, possibly allowing contents to fall out.
Changes to orders after payment
If you would like to change the details on your order you need to act quickly. The safest way to change your address is by calling us.Due to the time lag in email responses, we do not accept liability for requests which are not received or read after the parcel has been dispatched. Simply sending us an email does not constitute an agreement nor does it mean we can act upon your request in time.We strongly urge you to phone us if you find that your address details are incorrect or need to be changed.
Returns & refunds
If you are not happy with your paoloitaly.com ® product you may return it back to the any of our warehouses for a full refund on the products price. This must be done within 7 days of the purchase and the product must be in new condition with original packaging and all included accessories. Our service centers do not accept crash damaged parts or items that have been modified.*If the original packaging has been opened, we will refund 80% of the products purchase price to cover repacking and Q.C. rechecking costs. We do not refund shipping costs.
We will repair or replace items based on our study of the product once it is returned to us. paoloitaly.com ® accepts no responsibility for the improper use of purchased products. Should your product be faulty, sent it back to us.
Products MUST be returned to us for inspection
Liability of the product is restricted to the sale price of the product.
Why do I have to register on the website to make an order?
You need to register so that when your parcel is shipped you can track the status and delivery details from the 'Your Account' section.
Do your listing prices include tax?
All of our product pricing includes tax of import 30% and 10% for
We do not charge any aditional taxes or extra fees on top of our advertised product price and shipping/handling. However, it is your responsibility to pay any fees charged by your local customs or postal office, should they be incurred.
Other terms and conditions
paoloitaly.com ® is not responsible for typographical errors. hobbyking.com® reserves the right to cancel any order you have placed if there was a typographical error on the paoloitaly.com ® Store concerning the pricing or availability of any item you ordered when you placed the order. paoloitaly.com ® reserves the right to change the terms and conditions of sale at the paoloitaly.com ® Store at any time. paoloitaly.com ® may make changes to any products or services offered at the paoloitaly.com ® Store, or to the applicable prices for any such products or services, at any time, without notice. The information provided at the paoloitaly.com ® Store with respect to products and services may be out of date, and paoloitaly.com ® makes no commitment to update the information provided at the paoloitaly.com ® Store with respect to such products and services. paoloitaly.com ® reserves the right to do any of the following, at any time, without notice: (1) to modify, suspend or terminate operation of or access to the paoloitaly.com ® Store, or to any portion of the paoloitaly.com ® Store, for any reason; (2) to modify or change the paoloitaly.com ® Store, or any portion of the paoloitaly.com ® Store, and any applicable policies or terms; and (3) to interrupt the operation of the paoloitaly.com ® Store, or any portion of the paoloitaly.com ® Store, as necessary to perform routine or non-routine maintenance, error correction, or other changes. To the extent permitted by law, all sales at the paoloitaly.com ® Store are governed by Hong Kong law, without giving effect to its conflict of law provisions. No paoloitaly.com ® employee or agent has the authority to vary any of the paoloitaly.com ® Store's policies or the terms and conditions governing any sale. If any of the aforementioned policies are held by a court or other tribunal of competent jurisdiction to be void or unenforceable, such policy shall be limited or eliminated to the minimum extent necessary and replaced with a valid provision that best embodies the intent of the policy, so that the policies shall remain in full force and effect. paoloitaly.com ®’s failure to insist on or enforce strict performance of these policies shall not be construed as a waiver by paoloitaly.com ® of any provision or any right it has to enforce these policies, nor shall any course of conduct between paoloitaly.com ® and you or any other party be deemed to modify any provision of these policies. These policies shall not be interpreted or construed to confer any rights or remedies on any third parties. The paoloitaly.com ® Store provides access to paoloitaly.com ® international data and, therefore, may contain references or cross references to paoloitaly.com ® products, programs and services that are not announced in your country. Such reference does not imply that paoloitaly.com ® in your country intends to announce such products, programs or services.
ALL PRICES ARE SUBJECT TO CHANGE WITHOUT NOTICE AND ALL PRODUCT. DESCRIPTION AND SPECIFICATIONS ARE SUBJECT TO CHANGE WITHOUT NOTICE.