Frequently Asked Questions
Find answers to common questions about our authentic home products, shipping, returns, and business practices. Can’t find what you’re looking for? Contact our support team.
Quick Topics
🔒 Authenticity
Product verification & anti-counterfeit
🚚 Shipping
Delivery times & tracking
🔄 Returns
Return policy & refunds
🏢 Business
Company verification & legal
💳 Payment
Security & payment methods
🆘 Support
Customer service & help
🔒
Authenticity & Anti-Counterfeit
Your guarantee of 100% authentic products
How do you guarantee 100% authentic products? +
Our 6-step authenticity verification process ensures every product is genuine:
- Supplier Verification: All suppliers undergo rigorous 8-step verification
- Document Authentication: Certificates, invoices, and paperwork verified
- Physical Inspection: Products examined by trained authenticity experts
- Serial Number Verification: Cross-referenced with manufacturer databases
- Digital Verification: QR codes and blockchain-based tracking
- Final Quality Check: Comprehensive inspection before shipping
🛡️ 100% Authenticity Guarantee: If any product is found to be counterfeit, we provide full refund plus compensation.
What happens if I receive a counterfeit product? +
This is extremely unlikely due to our verification process, but if it occurs:
- Immediate Full Refund: 100% money back guarantee
- Additional Compensation: €50 compensation for the inconvenience
- Free Return Shipping: We cover all return costs
- Investigation Launch: Full investigation into supplier chain
- Legal Action: Cooperation with authorities for prosecution
⚠️ Zero Tolerance Policy: Any supplier found providing counterfeit goods is permanently banned.
How can I verify my product’s authenticity after purchase? +
Multiple verification methods available:
- QR Code Scanning: Scan the QR code with your smartphone
- Online Verification: Enter serial number on our website
- Blockchain Verification: Check immutable authenticity records
- Customer Service: Call us for manual verification
- Documentation Check: Compare with authenticity certificate
📱 Mobile App: Download our app for instant authenticity verification and warranty registration.
Who are your authorized suppliers and how are they verified? +
Our network includes 98+ certified suppliers across 6 specialized categories:
- Home Electronics & Appliances: 18 certified suppliers
- Furniture & Home Decor: 16 certified suppliers
- Kitchen & Dining: 14 certified suppliers
- Lighting & Electrical: 12 certified suppliers
- Garden & Outdoor: 20 certified suppliers
- Tools & Hardware: 18 certified suppliers
🔍 8-Step Verification Process: Each supplier undergoes comprehensive verification including business registration, manufacturing licenses, quality certifications, and financial stability checks.
🚚
Shipping & Delivery
Fast, secure delivery across Europe
What are your shipping zones and delivery times? +
We deliver across 4 shipping zones:
- Zone 1 – Italy: 1-2 business days, €4.99 (Free over €75)
- Zone 2 – EU Core: 2-4 business days, €7.99 (Free over €100)
- Zone 3 – EU Extended: 3-6 business days, €12.99 (Free over €150)
- Zone 4 – All EU: 4-8 business days, €15.99 (Free over €200)
⚡ Express Options: Available for all zones with 1-2 day faster delivery at additional cost.
How do you ensure secure shipping and prevent counterfeiting during transit? +
Advanced security measures throughout shipping:
- Tamper-Evident Seals: Multiple security seals on every package
- Authenticity Labels: QR-coded labels linking to verification database
- Chain of Custody: Complete documentation of every handler
- Certified Carriers: Partnership with premium security-focused carriers
- Insurance Coverage: Full protection against substitution or tampering
- Digital Tracking: Blockchain-based shipping records
🔒 Security Guarantee: Any evidence of tampering results in immediate investigation and full compensation.
Can I track my order in real-time? +
Multiple tracking options available:
- Email Updates: Detailed tracking emails at every milestone
- SMS Notifications: Real-time SMS alerts for critical updates
- Online Portal: 24/7 access to detailed tracking information
- GPS Tracking: Live location updates for express shipments
- Mobile App: Push notifications and barcode scanning
- Phone Support: Call for personalized tracking assistance
📱 Advanced Tracking: Our 6-step tracking process includes authenticity verification at each stage.
🔄
Returns & Refunds
EU-compliant return policy with hassle-free process
What is your return policy and how long do I have to return items? +
EU-compliant return policy with extended benefits:
- 14-Day Withdrawal Right: Cancel any order within 14 days (EU law)
- No Questions Asked: Return for any reason during withdrawal period
- Free Return Shipping: For defective or non-conforming items
- 2-Year Legal Warranty: Comprehensive warranty coverage
- Express Refunds: 5-7 business days processing time
- Multiple Options: Refund, exchange, or store credit
🇪🇺 EU Consumer Rights: Your rights are protected under EU consumer protection laws.
How do I initiate a return and what’s the process? +
Simple 5-step return process:
- Step 1: Contact customer service or use online return portal
- Step 2: Verify product authenticity using QR system
- Step 3: Receive prepaid return label within 2 hours
- Step 4: Pack securely and ship with provided label
- Step 5: Receive refund within 5-7 business days
🚀 Express Processing: Priority handling for warranty claims and defective items.
What refund methods do you offer and how long do they take? +
Multiple refund options with different processing times:
- Credit/Debit Cards: 3-5 business days
- PayPal: 1-2 business days (fastest option)
- Bank Transfer: 5-7 business days
- Store Credit: Instant processing + 10% bonus
💰 Full Refund Guarantee: Includes original shipping costs for EU customers (as required by law).
🏢
Business Verification
Transparent business operations and legal compliance
Is CAPITAL ADV a legitimate, registered business? +
Yes, we are a fully registered and compliant EU business:
- Legal Name: CAPITAL ADV
- Registration: Italian Business Registry
- VAT Number: IT02271440063
- Share Capital: €80,000.00 (fully paid-in)
- Address: CORSO BUENOS AIRES 64, 20124 MILANO (MI), Italy
- Business Type: EU-Registered Commercial Entity
🔍 Verification: All business details can be verified through Italian business registry and EU databases.
What licenses and certifications do you have? +
Comprehensive licensing and certification portfolio:
- E-commerce License: Authorized for online retail operations
- Import/Export License: EU customs and trade compliance
- GDPR Compliance: Data protection certification
- ISO Quality Standards: Quality management certification
- Anti-Counterfeit Certification: Verified anti-counterfeiting measures
- Consumer Protection: EU consumer law compliance
✅ Full Compliance: Regular audits ensure ongoing compliance with all regulations.
How can I verify your business credentials? +
Multiple verification methods available:
- Italian Business Registry: Search VAT number IT02271440063
- EU VAT Database: VIES system verification
- Chamber of Commerce: Milano Chamber of Commerce records
- Legal Documentation: Available upon request
- Third-Party Verification: Independent business verification services
- Physical Address: Visit our registered office in Milano
📋 Transparency: We maintain complete transparency in all business operations and documentation.
💳
Payment & Security
Secure payment processing and data protection
What payment methods do you accept? +
Multiple secure payment options:
- Credit Cards: Visa, Mastercard, American Express
- Debit Cards: All major European debit cards
- PayPal: Secure PayPal payments
- Bank Transfer: SEPA transfers for large orders
- Cash on Delivery: Available in select regions
- Digital Wallets: Apple Pay, Google Pay
🔒 Security: All payments processed through PCI DSS compliant secure payment gateways.
How do you protect my personal and payment information? +
Comprehensive data protection measures:
- SSL Encryption: 256-bit SSL encryption for all data transmission
- PCI DSS Compliance: Highest payment security standards
- GDPR Compliance: Full European data protection compliance
- Secure Servers: Data stored on secure, encrypted servers
- Regular Audits: Independent security audits and penetration testing
- Access Controls: Strict employee access controls and monitoring
🛡️ Privacy: We never store complete payment information and never share data with third parties.
Are your prices inclusive of VAT and taxes? +
Transparent pricing with all taxes included:
- VAT Included: All prices include applicable VAT
- No Hidden Fees: Final price shown at checkout
- EU Compliance: VAT rates applied according to EU regulations
- VAT Invoices: Proper VAT invoices provided for all orders
- Business Customers: VAT-exempt pricing available for verified businesses
- Customs Duties: All EU customs duties handled automatically
💰 Price Guarantee: The price you see is the price you pay – no surprises at checkout.
🆘
Customer Support
Comprehensive customer service and assistance
How can I contact customer support? +
Multiple ways to reach our support team:
- Email: support@resivo-home.shop (24-hour response)
- Phone: +39 383 097 949 (Mon-Fri 9:00-18:00 CET)
- Live Chat: Available on website during business hours
- Online Portal: Customer service portal with ticket system
- Emergency Line: 24/7 for urgent issues
- Social Media: Quick responses on social platforms
🌐 Multilingual: Support available in Italian, English, and other major EU languages.
What are your customer service hours? +
Comprehensive customer service schedule:
- Regular Hours: Monday-Friday 9:00-18:00 CET
- Extended Hours: Saturday 10:00-16:00 CET
- Email Support: 24/7 (responses within 24 hours)
- Emergency Support: 24/7 for urgent issues
- Live Chat: During regular business hours
- Phone Support: Callback service available outside hours
⚡ Priority Support: Premium customers receive priority handling and faster response times.
Do you offer warranty support and technical assistance? +
Comprehensive warranty and technical support:
- 2-Year Legal Warranty: Full warranty support for all products
- Technical Helpdesk: Expert technical assistance
- Installation Support: Guidance for product setup
- Troubleshooting: Step-by-step problem resolution
- Repair Services: Authorized repair network
- Replacement Program: Fast replacement for defective items
🛠️ Expert Support: Our technical team includes certified specialists for major brands and product categories.
Still Have Questions?
Our customer service team is ready to help with any questions not covered in this FAQ
📧 Email Support
📞 Phone Support
💬 Live Chat
🆘 Emergency Line
Customer service available Mon-Fri 9:00-18:00 CET | Emergency support available 24/7