customer service

We don’t want you to feel obliged to sign up immediately, therefore we give you the chance to view all the information you need and get an idea of our products and offers even if you aren’t registered. Just remember that when, and if, you would like to place an order, you must be registered.

However without registering you can:
- See prices, promotions and discounts.
- Check shipping costs.
- Consult product catalogues and all the information in PDF files.

To be able to place an order on our site, you need to register and create your own personal account. This step is essential, as doing so, provides us with all the necessary information for the correct billing of your order. Therefore, please take extra care when filling in the registration form.
Please keep in mind:
1) You can only have one email per account. If, in the future you need to create a new account using the same email, we will need to first deactivate the other account with that email.
2) For security reasons we are not aware of the password you choose. If you have forgotten or lost your password, you can retrieve it here: MyDHGShop Login/Password dimenticata?The data entered during the registration is the only one that will be used to issue the invoice. The invoice will be issued whether you are a private, a company or an association.
If you wish to proceed with the registration click here.
NOTE: once the registration is complete, you will receive an email to activate your account. Keep a look out both in your inbox and in SPAM (junk mail) so you don’t miss it, as only by proceeding with the activation can you finialise the registration and log on to the site.

Before being able to place an order you must register (if you aren’t already) and log on. Logging on allows the system to be able to recognize you and manage your order correctly.

Once logged on, using the menu on the homepage select the products you would like to buy. The process is very quick and in just one click you can access any product page straight away.

On each product page you can find a photo, a description and prices.
All of our prices will be displayed in the currency you select, which you can change at any time using the drop down menu on the Home page (in the top right corner of the page near the trolley icon).
Note: The prices of our items are in euros. To be able to see these prices in a different currency we rely on the system to automatically convert them, according to the exchange rate at the time of ordering, therefore the prices may vary depending on the current exchange rate.
In this area here we have chosen to briefly give the most important information but if you would like further information, advice on knitting or inspiration do not despair.

All the variations of the same article are on this page and to visualize them all you have to do is scroll down the entire page to the bottom.
By clicking on the photo of each variation a pop-up will appear with an enlarged photo or a photo gallery (depending on the product) so you can have a better look.

You will often see coloured icons on the product photo. What do they mean?

• NEW: new item
• SALE: the item is discounted for a promotion.
• OUT OF STOCK: the item is currently unavailable as it’s being replenished. 
• SPECIAL PRICE: special price not linked to temporary promotions but valid until stock lasts (usually applied to items in the Temporary area)
• DISCONTINUING: the item won’t be replenished, once it’s gone, it’s gone. So hurry!
• SOLD OUT: there are no more places available for an event/course.

Order preparation times (required for packaging, preparation of documents and delivery to the courier) depends on the size and the period of the purchase.
Preparation times are 2/3 working days but in the high season (August-April) it can take up to 5 working days. In the event of unexpected delays, you will be notified right away. We remind you that no orders are delivered or prepared on Saturdays and Sundays.

Lastly, remember that the preparation days are to be calculated from the day payment is received and not from when the order was placed on the site. Except for pay on delivery orders (available only in Italy).

Shipping times may vary depending on the Country of destination and how it is sent. In fact, it can be shipped by Express Courier or Standard Courier, or both if possible. If necessary, we can help you to find the best solution. Our shipping costs are always calculated based on a door-to-door service: this means that the products leave our warehouse and arrives directly to your delivery address at no extra cost, except for custom charges applicable for non EEC.
Remember that Customs often require the recipient to produce specific documentation (for example a copy of the purchase invoice and I.D) In the event that you fail to submit them in the time and manner required, we will not be responsible for any fines, delays and/or holding of the goods in customs with the relevant storage costs.

If you prefer to use your own courier just tell us at the time of ordering, Making sure however, that the courier collects all the necessary documents from us for the goods clearance before leaving our warehouse. Since each Country has its own customs regulations, the documents required for customs clearance can vary from to country to country and the courier is required to inform the sender in advance. If the courier fails to ask us for the necessary documents and this compromises the delivery of the goods, we will not be liable for any fines.

Our products which are shipped out of the European Economic Community (EEC) may be subject to taxes and customs duties. In accordance with current regulations, the buyer is responsible for the importation of the product in the country of destination; we remind you that you are required to comply with all the laws and regulations of the said country.

You are also responsible for all the import charges, that is, duties and taxes applied by customs. The calculation of those depends on the value of the shipment (a value that we indicate by issuing the respective invoice) and by the type of products that the shipment is made up of. This is calculated by identifying the taxable goods by a classification code known as the Harmonized System Code which is always shown on our invoices.

You can find out details of the actual costs or to obtain the documentation or the receipts relating to the procedures carried out at customs by contacting the courier in charge of the shipment.

If you would like us to help you estimate the duties please write to us at info@dhgshop.it

Note: If the reason for the return is an alleged defect/non-conformity of the product purchased, we will ask you for a photo of the presumed defect. These photos will be useful to carry out a match with the materials that belong to the same batch and are still stored in the warehouse; they can also help us to understand the problem exactly and find you a solution.

We would like to point out that this request does not compromise in any way the possibility of carrying out a return: it simply helps us to find out the possible problem as soon as possible. We would like to thank you for your kind cooperation.

According to the Italian law, based on the Community provisions, if you make purchases directly in the company or if you ask for the dispatch of an order at a temporary address (hotel, B & B, other) and you are an EU non-resident travellers you may be granted VAT refund for goods intended for personal or familiar use purchased in Italy.

HOW TO GET VAT REFUND

You can be granted VAT refund or relief provided that:

• the foreign buyer is a EU non - resident traveller;
• the goods are intended for personal or familiar use and are personally carried in the baggage;
• the overall value of goods exceeds 154,94 Euro (VAT included);
• the purchase is certified by an invoice containing the description of goods, the personal data of the traveller as well as the particulars of his passport or of any such equivalent document;
• the goods leave the EU territory within three months after the end of that when the purchase was made;
• the goods go through some special customs formalities;
• the invoice is returned to the Italian seller within four months after the end of that when the purchase was made.

CUSTOMS FORMALITIES TO BE CARRIED OUT

The goods purchased and the relevant invoice must be shown at the Customs of exit from the EU territory.
The Customs office, after having ascertained that all the requirements are met endorses the invoice. This endorsement is essential to prove that the goods have effectively left the Community territory.
The competent Customs office where the invoice must be presented for the endorsement is the Customs of exit situated in the state where the EU non-resident traveller leaves the EU territory for his country of origin. If, for example, a EU non-resident traveller purchases goods in Italy and then goes to Austria, the competent Customs office where all the invoices must be presented for the endorsement is the Austrian Customs office.
However, where the passenger holds a single ticket and carries out a single check-in being issued a double boarding card - one for the first domestic flight and another for the following final non-EU destination (i.e. Bari-Rome-New York or Milan-Frankfurt-Tokyo) - he can get an endorsement on the invoice concerning the goods intended for personal or family use by the national customs office located at the departure airport.
Note that the goods must be shown at the customs office: if the traveller intends to carry them by plane, he must go to the Customs office to declare them before checking in the baggage.
Customs controls and the certification required to obtain VAT refund may require a long wait above all at the biggest airports or in concurrence with the departure of international flights going to certain third countries; therefore, in order to avoid unpleasant delays, the EU non-resident traveller shall be at the airport at least two hours before leaving time.

Should the goods intended for personal or familiar use be so bulky or heavy as not to be able to be carried outside the Community Customs territory directly in the personal baggage (and also because it is too expensive), the EU non-resident traveller may have them shipped to his foreign address as not accompanied baggage, i.e. as "personal goods" which are not directly carried by the traveller but shipped to destination by airline. They can be collected at the oncoming goods section of the airport.
The facility above can be applied provided that the traveller leaves the Italian territory with a direct flight to his country of origin.
This operation is subject to a real air-freight agreement: The air carrier issues an airwaybill (AWB) and the payment of an additional sum is required for the transport of goods abroad.
In this case, the purchase of goods must be certified by an invoice other than that concerning the goods checked in or personally carried by the traveller.
The original copy of the invoice must be presented to the air carrier for the issue of the airwaybill (AWB) concerning the goods shipped as not accompanied baggage and will be endorsed by the competent Customs office. The Customs endorsement is essential for VAT refund purposes. 
In order to verify that the goods contained in the invoice issued by the Italian seller are the same as those shipped to destination by airline on behalf of the traveller, the description of the goods in the airwaybill must correspond to that of the invoice issued by the Italian seller and the name of the consignor of the goods shipped must match that of the receiver.
Besides, the personal details (reported in the passport or in any such equivalent document) of the foreign traveller in the airwaybill (AWB) must match those reported, according to the Italian law, in the invoice issued by the Italian seller.

WHO CARRIES OUT VAT REFUND

In order to tangibly get the VAT refund, the EU non-resident traveller must return the original copy of the invoice endorsed by the Customs, according to the terms above, to DHG.
The refund is made directly by DHG according to the terms agreed with the buyer when the goods were purchased (for example, by credit into a bank account, credit card, cheque, etc.).

Attention: In any case, VAT cannot be refunded directly by Customs offices.