Ordering on our site is very simple! What's more, the site is active 24/7.
The website offers over 20,000 products with constantly updated information on prices, availability and technical specifications. You will also have access to online services such as the ability to track your shipments, monitor your order history, request quotes and much more.

Convenience: find our best promotions and dedicated discounts
Time: ordering from our web portal is faster, easier and allows you to optimize your time.
After finding the right product for you, simply select the number of pieces you wish to purchase and click the "Add to cart" button to add the product a to your order list.
Efficiency: on the site you can easily search among over 20,000 products based on your technical, brand, cost and availability needs

First you can find the products you need. You can do this in various ways. If you already know the product you are interested in, you can use the search bar by entering the item code, brand, or object name.
If, on the other hand, you do not know the specific article you need, you can browse our categories.
After choosing the products to order, click on "Add to cart" to add them to the order list.
At this point go to the "Cart" tab.
Here you will find a summary with all the added products, with the quantities, stock availability and indicative processing times.
By clicking on "Proceed to checkout", the data entry procedure for order confirmation opens.
The order confirmation consists of 4 sections as well as the summary:

In the summary you will be able to see in detail everything you have added to the cart. You can then carefully check all the variants chosen, possibly return to the cart to make changes.

1. Personal information: if you are already registered on our site, just enter your access data to continue.
   If you are a new customer, you will be able to easily create a new account.
2. Address: here you can check or change the shipping and billing address.
3. Shipping: Choose your preferred shipping method here, based on your needs.
4. Payment: at this point you just have to choose one of the payment methods offered. Check your order one last time and send the confirmation.

Once the order process has been completed, you will immediately receive an e-mail with the order confirmation. The order will then be processed as quickly as possible based on the type of products purchased.

Receive a quote for large quantities or items not on our site.

Do you have a bill of materials (BOM) that you need a quote for? You can directly check the price on our site by searching for the item of your interest using the appropriate search bar. If you do not find the article on our website, please contact our Customer Service.

Do you need an item in a larger quantity than our lowest quoted price?
Or do you need a larger quantity than available in stock? You can contact our Customer Service directly who will quickly provide you with a quote, usually within one business day.

You can check the progress of your shipment and see when your package will be delivered using the shipment tracking service.

In the appropriate space within your Account you will find all the orders you have placed through our site. You can then check the status of your most recent order and verify the delivery tracking information if the package has already been processed.

How to track your order

By logging into your account on the "My orders" page, you can view all information relating to the status of the order and delivery data.

Our order processing and fulfillment process involves 4 stages:

1. Payment accepted: the balance of the order has been made in the chosen payment method. In the event of non-immediate payment, such as bank transfer, the goods are processed once the credit has been received. This condition is not applied in the case of cash on delivery orders.
2. Preparation in progress: the ordered material is being prepared.
3. Order Shipped: the package has left our warehouse to enter the shipping network of the chosen courier. The order tracking code is visible.
4. Delivered: the delivery status will show that the order has been delivered to you.

Sometimes it is possible to request cancellation of an order. However, if it is already being processed, cancellation is not possible. You can then eventually return it. Check the section dedicated to returns.

How can I cancel my order?

If you wish to cancel an order, you must immediately call our Customer Service, or submit a request using the appropriate contact form. Here all the details:

• Call customer service: 049 2701149, Monday - Friday 09.00-12.00 15.00-18.00
• Write to customer support: info@dhm-online.com

Be careful though! Given the speed with which we process and ship our customers' orders, the cancellation request must be timely. The order cannot be canceled if it is already in the "Preparation in progress" status.
There is no cancellation of an order that includes a cut to size and / or custom processing pre-agreed with the customer.

In the event that it is not possible to modify or cancel an order due to force majeure, you will be immediately informed.

In the event that, at the time of canceling an order, the corresponding payment had already been made, it will be necessary to submit the refund request through our Customer Service.

In this case, the refund is activated by the Seller as quickly as possible and in any case within thirty (30) days of sending the order confirmation. The refund is possible in two ways: a voucher with no expiry date to be used in peace for future orders, or a cash refund using, where possible, the same payment channel with which the payment was made (directly on the credit card , on the Paypal account or on the bank account: in this case we need the IBAN code and any BIC).

We are always available to make changes to an order in progress.

If you notice an error in your order after sending it, or if you want to remove or add items, please contact our Customer Service immediately:

• Call customer service: 049 2701149, Monday - Friday 09.00-12.00 15.00-18.00
• Write to customer support: info@dhm-online.com

To make the modification process as fast as possible, please have the following information at hand, or indicate in the email:

• Name and Surname of the order holder
• Order number (you can find it in the "My Account" tab in the "My orders" section.
• Products to add or modify: please pay the utmost attention by indicating, if possible, the product reference code.

Remember that if the package is not yet packed and shipped, therefore it is in the "Payment accepted" status, the order will be blocked by our Customer Service in order to make the desired changes. In this case, the usual processing times may not be respected since it is an exception in the processing phase.

Our order processing service is extremely fast, therefore, it may not be possible to rectify your order. We will do the possible.

If it is not possible to modify or cancel an order due to force majeure, you will be informed immediately.

In case you need to delete one or more products from the order, please take into account that it will be possible to incur a change in the shipping costs, which are calculated based on the total of the cart.

In the case of additions of material, you will be notified of the payment method by our Customer Service.

Do you need a copy of an invoice or a transport document? It's that simple.

Transport documents

The transport documents are regularly inserted in the package when the goods are dispatched.

Therefore, first of all we ask you to check the presence of the document in the package received.

If it was not attached to the package, you can request a copy in PDF format by contacting our Customer Service specifying the transport document number and / or the order number.

All requests received by e-mail are usually handled within 2 working days.

Invoice

At the same time as sending the invoice in electronic format, a courtesy copy in PDF format is also sent to the email indicated during registration.

In case you need a copy you can contact our Customer Service.

With the budget law of 2018, the obligation of electronic invoicing was introduced "for the sale of goods and services carried out between residents, established or identified in the territory of the State".

As of 1 January 2019, it is therefore no longer possible to issue invoices in paper format. It is necessary to send it via the Exchange System (SDI).

Therefore, in order to issue the electronic invoice in the correct format, we therefore need some specific data, in addition to the standard ones.

For convenience, registration of an account as a Company is required.

In this way, all company data can be compiled:

• business name,
• address,
• VAT number
• tax code (where necessary)

The data necessary for electronic invoicing can be entered in the "Addresses" section of the account. The following fields are present:

> SDI code Also known as "recipient code", it is an alphanumeric code of 6 characters (for the Public Administration) or 7 characters for private individuals that identifies the "virtual address" (ie the software platform) in which the invoices sent to the recipient who adopts this code.

> PEC Those who do not have a recipient code can also receive electronic invoices in their certified e-mail inbox.

You will then receive the invoice relating to your order directly in your tax drawer of the Revenue Agency. We invite you to keep your details up to date, as well as the shipping and billing address. We are not responsible for any errors due to missing or incomplete data.

At the same time as sending the invoice in electronic format, a courtesy copy in PDF format is also sent to the email indicated during registration.

In case you need a copy you can contact our Customer Service.

Where is my package?

You can check the status of your order directly from your account in the "Order history and details" section. When the package is entrusted to the courier you will find the tracking code to be able to monitor the status of the shipment.

Please keep track of the code so that we can be present at delivery, or to monitor any anomalies.

Contact us immediately in case you find any anomalous updates of the code, so as to allow us to open an immediate report to the courier service.

Have you received a damaged package?

Receipt of damaged package? Sign with reservation!

Our goods are packed in our warehouse using some of the best shipping solutions or are already packed by our suppliers in accordance with the requirements of the courier.
However, despite the use of adequate tools and expert personnel, damage may occur during transport.

Verify all shipments upon delivery. If you find any missing or known external damage to the package, please notify our customer service department immediately.

What to do if the shipment arrives damaged.

In the event of obvious damage to the package (e.g. perforated cardboard wall repaired with courier tape, wet package, open package, etc.), a signature is required with reservation specifying the reason.

The reserve with specified justification must be indicated before the receipt is signed.
(for example "I sign with reserve for open package")

By not making a reservation, specifying the reason, it will not be possible, if necessary, to proceed with the opening of the damage file with the courier.

It could also be useful, in addition to signing with reasoned reservation, to take photos of the shipment itself.

If the courier refuses to let you specify a reservation, reject the package.

In the event that the package is accepted, however, an email must be sent immediately to Customer Service indicating the order number and attaching a photo of the package and any damaged products. The conditions for a refund through a voucher will then be assessed.

Have you received the wrong product?

We apologize first of all for this error. We will remedy as soon as possible. We thank you immediately for your cooperation and understanding.

In case of receipt of an incorrect product, please send us an email immediately indicating the details of your order and attaching at least one photo of the incorrect product you received in order to cross-check with our warehouse. We will then provide you with instructions on this. Depending on the case, a refund or return of the correct product will be made, with possible withdrawal of the incorrect material.

Have you received an incomplete order?

If you only receive a part of your order, it is possible that multiple shipments have been made, due to the nature of the goods purchased or the availability of stock.

If you have not been notified, or if you do not receive the missing part of the order within 5 working days, we apologize for the inconvenience and ask you to contact us as soon as possible.

Complaint management

Our goal is to offer a service worthy of all our buyers, and we try to give our best every day to get your total satisfaction.

However, there may be cases where not everything goes well.

In that case we are sure we will be able to fix it, and we thank you for your understanding.

There is always a solution to any problem!

But your cooperation and understanding is needed. We cannot know the problem if you do not communicate it to us and assigning a negative evaluation does not solve the problem, on the contrary, tensions are created, making the situation worse.

Our always professional and available Customer Service will be happy to collect and manage your reports, which will be dealt with as soon as possible.

How can I report a complaint or a disservice?

We are always available to offer support to our customers. In the event that a problem has arisen in one of the phases of the order, our Customer Service will take care to provide adequate support for resolution.

We thank you for the time you want to dedicate to us. Your recommendations will allow us to serve you better.

Customer care: Report a problem

Live chat: real-time support for business and public administration accounts

Email: info@dhm-online.com

Phone: +39 0492701149