ORDERS AND PURCHASES
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.
- 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. - Address: here you can check or change the shipping and billing address.
- Shipping: Choose your preferred shipping method here, based on your needs.
- 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:
- 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.
- Preparation in progress: the ordered material is being prepared.
- Order Shipped: the package has left our warehouse to enter the shipping network of the chosen courier. The order tracking code is visible.
- 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.
Electronic Invoicing (Italy)
In Italy, electronic invoicing is mandatory for all sales of goods and services between parties who are resident, established, or identified within the country. Invoices are transmitted exclusively in electronic format via the Exchange System (SDI).
Registering as a Business
To receive invoices addressed to your company, we recommend registering an account as a Business so you can save all the necessary information:
- company name
- billing address
- VAT number
- tax ID (where applicable)
The specific data for electronic invoicing is entered in the “Addresses” section of your account:
- SDI Code (recipient code) – a 7-character alphanumeric code (6 for the Public Administration) that identifies the platform on which to receive electronic invoices.
- PEC – as an alternative to the SDI code, you can provide your certified email address for receiving invoices.
How you receive the invoice
The electronic invoice is transmitted via SDI and made available in your Revenue Agency’s Tax Folder. At the same time, you will receive a courtesy copy in PDF format at the email address provided during registration.
To request an additional copy, please contact our Customer Service.
Please note: We encourage you to keep your billing information up to date. We are not liable for any errors resulting from missing or outdated information.
Where is my package?
You can check the status of your order from your account, in the “Order History and Details” section. Once the package has been handed over to the carrier, you will find the tracking number to monitor the shipment.
We recommend that you keep an eye on it so you can be present for delivery or to report any issues. Contact us immediately if you notice any unusual updates: after a certain deadline, it is no longer possible to file a claim with the courier, and the package may be returned to the sender.
Did you receive a damaged package?
Our goods are carefully packaged in our warehouse or by our suppliers according to the standards required by couriers. Despite this, damage may occur during shipping.
If there is obvious external damage at the time of delivery (box punctured or taped, wet package, open package, etc.), you must sign with reservation, specifying the reason before signing—for example: “I sign with reservation due to open package.”
Without a justified reservation, it will not be possible to file a damage claim with the carrier.
We also recommend taking a photo of the shipment. If you have already accepted the package, please immediately send an email to Customer Service with your order number and photos of the package and the damaged products.
Did you receive the wrong product?
We apologize for the inconvenience. Please send us an email with your order details and at least one photo of the product you received: we will check with the warehouse and provide you with instructions for resolution as soon as possible.
Did you receive an incomplete order?
If you’ve received only part of your order, it’s possible that separate shipments were made due to stock availability or the nature of the merchandise. If you weren’t notified, we apologize and ask that you contact us: we’ll provide dedicated support.
Complaints and Service Issues
Our goal is your complete satisfaction. If something didn’t go as planned, please contact us: there’s always a solution.
Customer Service is here to handle any reports professionally and as quickly as possible. Your feedback helps us improve our service.
Customer Support: info@dhm-online.com