Faq & Contact

Safer than ever. We use one of the most secure online systems available on the market, and we strive to constantly improve our software to make sure we offer the greatest possible security, at all times. Information exchanged between your computer and our website cannot be read or copied, should it be intercepted by someone. This technology includes the following features:

  • Authentication – Assures your browser that data is being sent to the right server, and that that server is secure
  • Encryption – Data is encrypted so that it can only be read by the secure server
  • Data integrity – Data are checked during their transfer to ensure that they cannot be altered.

Poems offers standard payment options, allows you to use any of the listed cards you see in the image. Security is a priority for Poems, so your information will be encrypted. Credit and debit card payments must be validated by both Poems and the card issuer in order to protect security and prevent fraud.

Standard delivery is free for all orders over €70.00. Orders under €70.00 will have a shipping cost in Italy of €8.00 including VAT. Your purchase will be delivered within 6 business days (including islands) from the time of your order.

Poems uses Bartolini courier for shipments within Italy.

As soon as the product is given to the courier in Italy, you will receive an e-mail with details and instructions for tracking the delivery. The email may be sent 24 hours before your package is delivered.

Your order can be delivered between 9:00 a.m. and 5:00 p.m., and a receiver’s signature will be required. We recommend that you make sure someone is present at the address provided to pick up the package.

If you will not be present when the courier passes, a note of the passage will be left with details for arranging a new delivery by phone.

The courier will attempt to deliver again the next day. In the event that the second delivery attempt fails, you will be contacted between 6:00 p.m. and 8:00 p.m. at the phone/cell phone number you provided when you registered. If you had not listed a phone contact of yours within your Poems account, we suggest that you update it.

Unfortunately, we cannot deliver on national holidays and weekends. In these cases, the package is likely to arrive on the first following business day.

-Information on international shipping:

For orders in Europe, the shipping cost is €15.

The courier used for shipments to Europe is DPB.

Shipments outside Italy are handled separately and arranged directly by our staff. To get in touch with us, send an email to care@poemsroma.com

Our policy on returns:

You have 14 business days from the date of receipt to return your order and get a full refund of the amount you paid for the item you ordered, excluding shipping costs.

If you want to replace size and/or color of the product you purchased please return the original product and place a new order.

In all cases, returned products must be in their original condition, including label and packaging. All returned products will be inspected in detail.

Be sure to pack the package carefully to prevent damage to the products. We are not responsible for items and products sent to us in error.

To open a return, send an email to care@poemsroma.com

We will keep you informed by sending you an email as soon as the products have been verified and the refund credited. All refunds are automatically credited to the card with which the purchase transaction was made or to the relevant PayPal account.

Returned products must be in the original condition in which you received them, including the label and packaging. Products that do not meet these conditions will be returned to the sender.

We usually refund only the price paid for the items and not the shipping costs, except in cases where the return is for foul, defect or any issue attributable to Poems.

If we made a mistake in reimbursement, we apologize for the inconvenience. Please contact our customer service and a manager will resolve the problem as soon as possible.

The amount of the refund may be affected by:Shipping charges, refundable only in the case of orders cancelled due to foul, defect or any issue attributable to Poems.

Any promotions applied at the time of sale, which may no longer be applicable.

If you received a wrong or defective product, we apologize for the inconvenience. The product must be returned to us by mail and we will refund your shipping costs. Contact customer service at care@poemsroma.com for full details.

Poems offers discounts during specific promotions, you will find the promotions from time to time directly on our website.
Poems assures you that items purchased at a discount enjoy the same guarantees as full-price products.

Poems offers Customer Support during business hours and days, to get in touch with our team send an email to care@poemsroma.com

We suggest that you consult this section of the website carefully. The “FAQ and Contact Us” section provides a lot of information on common questions or problems.