{"id":1303,"date":"2015-08-12T14:41:48","date_gmt":"2015-08-12T12:41:48","guid":{"rendered":"https:\/\/murerstore.com\/faq\/"},"modified":"2021-01-26T16:15:11","modified_gmt":"2021-01-26T15:15:11","slug":"faq","status":"publish","type":"page","link":"https:\/\/murerstore.com\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"

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Shopping & Orders<\/h4>\n

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I can\u2019t find the product I am looking for; can you help me?<\/h6>\n

[\/vc_column_text][vc_empty_space height=”14px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-5″][vc_column_text css_animation=””]Our catalogue is continuously expanding. Send us an email to info@murerstore.com<\/a> to ask about any product you do not find on our site.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”boxed” css=”.vc_custom_1432727850842{padding-top: 40px !important;}”][vc_column width=”3\/4″ offset=”vc_col-lg-4 vc_col-sm-offset-3″][vc_column_text]<\/p>\n

Can you give me any advice on a product that I wish to purchase?<\/h6>\n

[\/vc_column_text][vc_empty_space height=”14px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-offset-0 vc_col-lg-5 vc_col-sm-offset-3″][vc_column_text]Certainly, send an email to info@murerstore.com<\/a> indicating the product you are interested in and your question about it.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”boxed” css=”.vc_custom_1432727859836{padding-top: 40px !important;}”][vc_column width=”3\/4″ offset=”vc_col-lg-4 vc_col-sm-offset-3″][vc_column_text]<\/p>\n

What delivery methods are there in Europe?<\/h6>\n

[\/vc_column_text][vc_empty_space height=”14px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-offset-0 vc_col-lg-5 vc_col-sm-offset-3″][vc_column_text]We offer shipping with selected couriers to ensure maximum security.<\/p>\n

Delivery times vary depending on the country of destination: to check the shipping options and times for your country, view your shopping basket and enter your delivery address in the “shipping” section.<\/p>\n

To keep transport costs down in Europe, we offer express delivery by road, but if you need faster delivery we also offer air delivery within 24 hours: once you have placed your order, send an email to orders@murerstore.com<\/a> to obtain a quote for air delivery, the cost of which will be calculated according to the weight and volume of your order.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”boxed” css=”.vc_custom_1432727859836{padding-top: 40px !important;}”][vc_column width=”3\/4″ offset=”vc_col-lg-4 vc_col-sm-offset-3″][vc_column_text]<\/p>\n

Do you also ship outside Europe?<\/h6>\n

[\/vc_column_text][vc_empty_space height=”14px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-offset-0 vc_col-lg-5 vc_col-sm-offset-3″][vc_column_text]Yes, but for shipments outside the European Union please send an e-mail to info@murerstore.com<\/a> indicating the products you wish to purchase, your billing information and the delivery address. We will send you a customised price that you can pay for by credit card, bank transfer or with PayPal.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”boxed” css=”.vc_custom_1432727859836{padding-top: 40px !important;}”][vc_column width=”3\/4″ offset=”vc_col-lg-4 vc_col-sm-offset-3″][vc_column_text]<\/p>\n

Are taxes included in the price?<\/h6>\n

[\/vc_column_text][vc_empty_space height=”14px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-offset-0 vc_col-lg-5 vc_col-sm-offset-3″][vc_column_text]Yes, all our prices include Italian VAT.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”boxed” css=”.vc_custom_1432727859836{padding-top: 40px !important;}”][vc_column width=”3\/4″ offset=”vc_col-lg-4 vc_col-sm-offset-3″][vc_column_text]<\/p>\n

I have a European VAT number; can I have the invoice without Italian VAT?<\/h6>\n

[\/vc_column_text][vc_empty_space height=”14px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-offset-0 vc_col-lg-5 vc_col-sm-offset-3″][vc_column_text]Yes, if you have a European VAT number and require delivery outside of Italy, you can obtain an invoice without Italian VAT. Please remember to enter your European VAT number during checkout on your order and pay in full, including Italian VAT 22%. Once we have verified that your European VAT number is correct, you will be reimbursed the VAT and a VAT-free invoice will be issued.<\/p>\n

If you decide to pay by bank transfer, please wait for us to verify the data you have entered before making the transfer. When we have completed the verification, we will inform you of the amount to be paid.<\/p>\n

Make sure you enter your billing information during checkout to avoid problems. When the order has been processed, we will no longer be able to change the information.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”boxed” css=”.vc_custom_1432727859836{padding-top: 40px !important;}”][vc_column width=”3\/4″ offset=”vc_col-lg-4 vc_col-sm-offset-3″][vc_column_text]<\/p>\n

Are the delivery times indicated on the website realistic?<\/h6>\n

[\/vc_column_text][vc_empty_space height=”14px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-offset-0 vc_col-lg-5 vc_col-sm-offset-3″][vc_column_text]We are well aware that it is very important for you as customer to know your expected delivery date, so we are constantly updating the availability and arrival dates of upcoming product stocks to give you the most realistic delivery time possible.<\/p>\n

Items are generally dispatched within 24 hours, others are dispatched within 2 to 4 days, but some products may take longer due to high demand or to delays from the supplier or couriers.<\/p>\n

The estimated delivery date on the site takes into account all of the above, as well as the time expected by the courier to deliver the package to the destination address you have provided.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”boxed” css=”.vc_custom_1432727859836{padding-top: 40px !important;}”][vc_column width=”3\/4″ offset=”vc_col-lg-4 vc_col-sm-offset-3″][vc_column_text]<\/p>\n

I tempi di consegna indicati nel sito sono realistici?<\/h6>\n

[\/vc_column_text][vc_empty_space height=”14px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-offset-0 vc_col-lg-5 vc_col-sm-offset-3″][vc_column_text]Sappiamo che per un cliente conoscere la data di prevista consegna \u00e8 molto importante, per questo aggiorniamo costantemente le disponibilit\u00e0 e le date di arrivo dei prossimi stock di prodotti per fornirti una tempistica di consegna il pi\u00f9 realistica possibile.<\/p>\n

Gli articoli vengono generalmente spediti entro le 24 ore, altri vengono generalmente spediti entro 2\/4 giorni, ma potrebbe accadere che alcuni prodotti richiedano tempi superiori a causa di un\u2019elevata domanda o per ritardi del fornitore o dei corrieri.<\/p>\n

La data di consegna prevista nel sito tiene conto di tutto ci\u00f2, oltre che del tempo previsto dal corriere per la consegna del pacco presso la destinazione inserita.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”full-nopad” css=”.vc_custom_1432728062229{padding-top: 46px !important;}”][vc_column][vc_separator][\/vc_column][\/vc_row][vc_row type=”boxed” css=”.vc_custom_1432728051583{padding-top: 49px !important;}”][vc_column width=”1\/4″][vc_column_text el_class=”nm-highlight-text”]<\/p>\n

Payment<\/h4>\n

[\/vc_column_text][vc_empty_space height=”30px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-4″][vc_column_text]<\/p>\n

Which methods of payment do you accept?<\/h6>\n

[\/vc_column_text][vc_empty_space height=”14px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-5″][vc_column_text]You can pay by bank transfer, Visa or MasterCard or through your PayPal account. Choose your preferred method at checkout.<\/p>\n

Please note that if you pay by bank transfer, the bank details for the transfer will be sent with the order summary email and the goods will be shipped as soon as we are credited with the bank transfer.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”boxed” css=”.vc_custom_1432727850842{padding-top: 40px !important;}”][vc_column width=”3\/4″ offset=”vc_col-lg-4 vc_col-sm-offset-3″][vc_column_text]<\/p>\n

I am in a hurry, which is the fastest payment method?<\/h6>\n

[\/vc_column_text][vc_empty_space height=”14px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-offset-0 vc_col-lg-5 vc_col-sm-offset-3″][vc_column_text]If you are in a hurry, pay by Visa or MasterCard or with your PayPal account: we will start processing your order as soon as the payment is confirmed.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”full-nopad” css=”.vc_custom_1432728062229{padding-top: 46px !important;}”][vc_column][vc_separator][\/vc_column][\/vc_row][vc_row type=”boxed” css=”.vc_custom_1432728051583{padding-top: 49px !important;}”][vc_column width=”1\/4″][vc_column_text el_class=”nm-highlight-text”]<\/p>\n

Support and Returns<\/h4>\n

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How can I track my order?<\/h6>\n

[\/vc_column_text][vc_empty_space height=”14px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-5″][vc_column_text]You can track the status of your order at any time in your private area<\/a> of our website. Once your order has been processed, we will send you an email with the name of the courier and the tracking number of the shipment.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”boxed” css=”.vc_custom_1432727850842{padding-top: 40px !important;}”][vc_column width=”3\/4″ offset=”vc_col-lg-4 vc_col-sm-offset-3″][vc_column_text]<\/p>\n

How can I change or cancel my order?<\/h6>\n

[\/vc_column_text][vc_empty_space height=”14px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-offset-0 vc_col-lg-5 vc_col-sm-offset-3″][vc_column_text]If you wish to change or cancel your order, please send us an email to orders@murerstore.com<\/a> stating your order number and the changes required.<\/p>\n

Please note that once your order has been shipped, it cannot be changed.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”boxed” css=”.vc_custom_1432727850842{padding-top: 40px !important;}”][vc_column width=”3\/4″ offset=”vc_col-lg-4 vc_col-sm-offset-3″][vc_column_text]<\/p>\n

How can I return a product?<\/h6>\n

[\/vc_column_text][vc_empty_space height=”14px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-offset-0 vc_col-lg-5 vc_col-sm-offset-3″][vc_column_text]To return a product, please send us an email to orders@murerstore.com<\/a> stating your order number, the product you wish to return and the reason for the return.<\/p>\n

We will send you the return instructions by email.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”boxed” css=”.vc_custom_1432727850842{padding-top: 40px !important;}”][vc_column width=”3\/4″ offset=”vc_col-lg-4 vc_col-sm-offset-3″][vc_column_text]<\/p>\n

What must I do in the event of damage during transit?<\/h6>\n

[\/vc_column_text][vc_empty_space height=”14px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-offset-0 vc_col-lg-5 vc_col-sm-offset-3″][vc_column_text]If you receive a damaged parcel, always remember to sign the transport document “subject to checks” and report the incident immediately by sending an email to orders@murerstore.com<\/a> indicating the order number, the description of the damaged products and photographs of the damage. We will contact you with all our instructions.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”boxed” css=”.vc_custom_1432729671370{padding-top: 40px !important;padding-bottom: 74px !important;}”][vc_column width=”3\/4″ offset=”vc_col-lg-4 vc_col-sm-offset-3″][vc_column_text]<\/p>\n

What should I do if my product is defective or breaks down?<\/h6>\n

[\/vc_column_text][vc_empty_space height=”14px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-offset-0 vc_col-lg-5 vc_col-sm-offset-3″][vc_column_text]We are sorry if you have encountered a problem and we will be at your service to solve it as quickly as possible: send an email to support@murerstore.com<\/a> stating your order number, the product you require assistance with and the problem that you are having. One of our technicians will contact you to find out if the problem can be solved over the phone or will provide you with instructions on how to replace, repair or return the item.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”boxed” css=”.vc_custom_1432729671370{padding-top: 40px !important;padding-bottom: 74px !important;}”][vc_column width=”3\/4″ offset=”vc_col-lg-4 vc_col-sm-offset-3″][vc_column_text]<\/p>\n

I need support for the use of the product, can you help me?<\/h6>\n

[\/vc_column_text][vc_empty_space height=”14px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-offset-0 vc_col-lg-5 vc_col-sm-offset-3″][vc_column_text]Certainly, send us an email to support@murerstore.com<\/a> stating your order number, the product you need help with and the problem you are having.<\/p>\n

One of our technicians will contact you as soon as possible.<\/p>\n

If you need technical support in configuring your product, you can also book a remote assistance session<\/a>. One of our technicians will then connect to your computer and do the work for you.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”boxed” css=”.vc_custom_1432729671370{padding-top: 40px !important;padding-bottom: 74px !important;}”][vc_column width=”3\/4″ offset=”vc_col-lg-4 vc_col-sm-offset-3″][vc_column_text]<\/p>\n

How do I book a remote assistance session with one of your technical staff?<\/h6>\n

[\/vc_column_text][vc_empty_space height=”14px”][\/vc_column][vc_column width=”3\/4″ offset=”vc_col-lg-offset-0 vc_col-lg-5 vc_col-sm-offset-3″][vc_column_text]You can conveniently purchase a remote support session<\/a>, choosing one of the following options:<\/p>\n