FAQ Orders
Besides the SHOP, is there another way to buy coins?
The coins can only be purchased on the eCommerce site with the payment methods indicated on the PAYMENT METHODS page or in Poligrafico sales points in Rome. Other order or payment methods are not accepted.
How do I know if my order is confirmed?
The order is confirmed if the payment is successful. In the case of a successful payment, you will receive two e-mails:
· An order confirmation e-mail from IPZS SHOP which contains the list of items ordered and the order number to be used for any communication with IPZS;
· A payment confirmation e-mail from BNL-Positivity of the credit card transaction.
What should I do if I don't receive the confirmation e-mail after placing an order?
You must notify us by sending an e-mail to info.shop@ipzs.it or using the form on the CONTACTS page representing the problem.
What should I do if, returning to my profile after paying an order, I find out my order is cancelled?
You must immediately write to info.shop@ipzs.it or using the form on the CONTACTS page representing the problem so that we can make the necessary checks.
Can I cancel an order?
Yes, you can cancel the order until it is in CONFIRMED status (not yet shipped). You will have to do it directly from your IPZS SHOP account performing the following actions:
1- enter My Account
2- click on My Orders in the menu on the left
3- click on View order
4- once in the order, on the right under the order number, find the link Print order / Cancel order
5- Click on Cancel order
You will receive an order cancellation confirmation email with instructions for any further actions you will need to take for the refund, which are listed below.
How will I be refunded for a cancelled order? (payment by credit card or PayPal)
If you placed an order with a credit card or PayPal and then cancelled it before midnight on the day of payment, the payment method will not be charged for the cancelled order.
If you were to cancel an order in the days following those of payment, you must wait to receive an email confirming cancellation of the order and the amount will be refunded to the same payment method used.
If the order is cancelled after 180 days from the payment date you will have to send an email to info.shop@ipzs.it with the following data:
• Cancelled order number
• Order amount
• IBAN code on which to make the refund, which must be made out to the order holder or jointly registered with the same.
• Current account name linked to IBAN
attaching to the communication a copy of the order cancellation confirmation email.
The amount will be refunded to the IBAN indicated in approximately 10 working days.
How will I be refunded for a cancelled order? (payment with MyBank)
If you need to cancel an order paid with MyBank, you must first wait to receive an order cancellation confirmation email.
Subsequently, upon receipt of the aforementioned e-mail, you must communicate the following data to us at info.shop@ipzs.it:
• Cancelled order number;
• Order amount;
• IBAN code on which to make the refund, which must be made out to the order holder or jointly registered with the same;
• Current account name linked to IBAN;
attaching to the communication a copy of the order cancellation confirmation email, or forwarding it by integrating its content with the requested data.
The amount will be refunded to the IBAN indicated in approximately 10 working days.
Until when can I cancel an order?
An order can be cancelled until it is shipped (from "confirmed" to "shipped" on the My Orders page). Once shipped, he will have to wait to receive it and then exercise the right of withdrawal.
Can I cancel only part of an order?
No, the order must be cancelled entirely.
Can I change a confirmed order?
No, the confirmed order cannot be changed. You must cancel it and proceed with a new order.
Can I change the quantities or types of products in a confirmed order?
No, the confirmed order cannot be changed. You must cancel it and proceed with a new order.
How will a cancelled order be refunded to me?
If you have placed an order and then cancelled by midnight on the same day, the credit card charge for the cancelled order will not be finalized.
If, on the other hand, the payment is confirmed on the credit card, write to ordini.shop@ipzs.it indicating the following information
a) Order No
b) Order amount
c) Name of the credit card/Paypal account holder use
d) Only in case of payment with credit card, exact header and IBAN of the account you want to be refunded on
Can I change the quantities or types of products in a confirmed order?
No, the confirmed order cannot be changed. You must cancel it and proceed with a new order.
How will a cancelled order be refunded to me?
If you have placed an order and then cancelled by midnight on the same day, the credit card charge for the cancelled order will not be finalized.
If, on the other hand, the payment is confirmed on the credit card, write to ordini.shop@ipzs.it indicating the following information
a) Order No
b) Order amount
c) Name of the credit card/Paypal account holder use
d) Only in case of payment with credit card, exact header and IBAN of the account you want to be refunded on
What does "it will not be finalized" mean?
That BNL-Positivity will return the “booked” amount on the credit card or on your Paypal account.
Will there be no debit on the credit card?
No, the transaction amount will not be counted in the statement at the end of the month
What should I do if BNL-Positivity immediately charges me the order amount?
The amount charged at the time of order, following cancellation by midnight on the same day, will be cancelled.
How soon will I get the refund of the order in the case of a confirmed payment?
After approx. 10 days from the date on which the IBAN and other necessary data are communicated. You will receive an e-mail when a bank transfer is given.
I placed an order and received it but I don't want it anymore. What can I do?
You can exercise the right of withdrawal within 14 working days from receipt of the order.
How much time do I have to withdraw?
The deadline for exercising the "right of withdrawal", using the "withdrawal form", is 14 working days starting from the date of receipt of the goods. You must return the purchased product, carefully packed and sent at your own expense, within 14 days from the date on which you made the withdrawal.
Can I withdraw only for part of the order?
Yes, you can exercise the right of withdrawal, even partial, of the order, in the same way as the total withdrawal.
What are the "states" of an order?
Order state Meaning
Confirmed Order confirmed
Deleted Order cancelled by customer
Failed Order cancelled due to payment problem
Cancelled Order cancelled due to product unavailability
Shipped Order delivered to the courier
Shipped to Pick-up point Order ready at Pick-up point
In preparation Order ready to be shipped
In stock at courier Order in stock at the courier
Processing Order processing
Back to IPZS Order returned to Poligrafico due to non-delivery
Under verification process Order not processed correctly and awaiting verification
Delivered Order delivered to customer
Refunded Order refunded to customer
Pending Payment Order awaiting payment confirmation from the bank
Available at Pick up point Order can be collected at the requested Pick-up point
Picked-up at the Pick-up point Order collected at Pick-up point
Picked up at the Pick-up point by a delegate Order collected at Pick-up point by a delegate