Terms and conditions
1. Premises, definitions and scope of application
These Terms and Conditions of Sale (hereinafter, the “Terms”) govern access to, browsing of, and use of the e-commerce website of Gembox S.r.l.s. (hereinafter, the “Website”), available at www.gembox.com as well as the purchase of the products offered through the Website.
For the purposes of these Terms:
• “Customer” means the person who makes a purchase on the Website;
• “Consumer” means the natural person who purchases for purposes unrelated to any entrepreneurial, commercial, artisanal or professional activity that may be carried out;
• “Products” means the goods that may be purchased on the Website;
• “Order” means the purchase proposal submitted by the Customer;
• “Contract” means the sales contract concluded between the Seller and the Customer.
These Terms apply to all sales concluded through the Website and are drafted, among other things, in compliance with:
• Legislative Decree no. 70/2003 (electronic commerce);
• Legislative Decree no. 206/2005 – Consumer Code (distance sales, guarantees, withdrawal);
• Directive 2011/83/EU (consumer rights) and related implementing provisions;
• EU and national legislation applicable to the Products (e.g. labelling, cosmetics, supplements).
Use of the Website and/or submission of an Order implies full acceptance of these Terms, in the version published at the time of purchase.
2. Identification of the Seller and official contact details
The Seller of the Products offered on the Website is:
Gembox S.r.l.s.
Viale Giuseppe Mazzini, 132
00195 Rome (RM)
VAT no.: 17621751001
Official email: madeinitaly@gembox.it
The Customer may contact the Seller through the contact details indicated above, including the official email address madeinitaly@gembox.it, and/or those published on the “Contacts” page of the Website.
3. Subject matter of the Contract and products sold
The Website allows the remote purchase of handmade artisanal bags and handmade luxury goods resulting from non-industrial artisanal workmanship, including by way of example:
• handmade luxury bags;
• handmade accessories made with selected materials;
• leather goods and artisanal design items;
• exclusive creations intended for personal use or collection;
• other products described in the Website catalogue, including products offered in the Bespoke and Made to Order sections, which are dedicated to fully customized creations made personally upon the Customer’s specific request.
All Products sold through the Website are made as unique pieces and cannot be reproduced identically. Each creation may present variations in colour, materials, finishes or details, which constitute a distinctive element and an essential value of the artisanal product and do not represent a lack of conformity.
4. Account creation, accuracy of data and security
The Customer may purchase with or without registration (if provided on the Website). In any case, the Customer undertakes to provide complete, accurate and up-to-date data necessary for invoicing and delivery.
Where login credentials are provided, the Customer is responsible for safeguarding them and for any activity carried out through his or her account. The Seller may suspend or block accounts in the event of improper use, attempted fraud or violations of these Terms.
5. Prices, VAT, promotions and changes
Prices are expressed in Euro. Unless otherwise indicated, prices include VAT.
Gembox S.r.l.s. may:
• apply discounts, promotions, bundles or limited-time offers;
• change prices at any time.
It is understood that:
• the price applied to the Customer is the one shown in the Order summary at the time of confirmation;
• any subsequent changes shall not affect Orders already confirmed;
• any manifestly obvious pricing errors may result in cancellation of the Order with refund, following notice to the Customer.
6. Shipping costs and international shipments
Shipping costs (and any additional charges) are clearly indicated before final submission of the Order, in the checkout summary.
The Customer acknowledges that costs may vary depending on:
• destination;
• weight and volume of the Products;
• selected delivery method.
Shipments within Italy
Shipping within Italy takes place indicatively within 3 to 4 working days for preparation and shipment from confirmation of the Order.
For each Product selected on the Website, a specific shipping cost is provided, determined on the basis of the characteristics of the item (such as dimensions, weight, value and packaging method).
The shipping cost is always indicated clearly and separately from the price of the Product and is visible before final confirmation of the Order. Unless expressly indicated otherwise, no free shipping threshold is provided for shipments.
International shipments
The Seller also ships abroad. For international shipments, the indicative time for preparation and shipment is up to 10 working days from confirmation of the Order. For international shipments as well, the shipping cost is calculated for each Product and is always indicated separately from the price of the Product before completion of the Order. Unless expressly indicated otherwise, no free shipping threshold is provided for international shipments.
Delivery times, both for Italy and abroad, are to be considered indicative and may vary depending on the destination, the courier engaged and circumstances not directly attributable to the Seller. For international shipments, the shipping cost shown in the Order summary is the one included in the Order; however, if the shipment is held at customs, any customs duties, clearance fees, import charges or other amounts necessary to release the shipment shall be borne exclusively by the Customer. With regard to products ordered through the Bespoke and Made to Order sections, shipping costs are always borne by the Customer and shall be quantified at the quotation stage.
7. Purchase procedure and pre-contractual summary
The purchase procedure allows the Customer to:
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select the Products and add them to the cart;
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verify quantities, prices and any shipping costs;
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enter delivery and billing details;
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select the payment method;
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finally confirm the Order.
Before submission, the Customer has the opportunity to correct any errors. Submission of the Order constitutes the Customer’s contractual offer.
8. Conclusion of the Contract and Order confirmation
The Contract shall be deemed concluded when Gembox S.r.l.s. sends the Customer an Order confirmation by email (or other equivalent communication), containing at least:
• Order number and date;
• summary of the purchased Products;
• amounts and costs;
• delivery address;
• any operational notes.
Simple automatic receipt of the Order does not necessarily amount to acceptance, if the Website provides for availability or anti-fraud checks.
9. Payments: methods, security and non-payment
Payment may be made using the methods made available on the Website at checkout, including payment cards, PayPal and Stripe, as well as any other digital tools indicated during the purchase process.
Payment data are processed directly by the respective payment providers in accordance with the applicable security standards and the legislation in force, including PSD2 legislation, without the Seller having direct access to the Customer’s sensitive payment data.
10. Tax documentation
For each Order placed on the Website, Gembox S.r.l.s. issues a regular invoice, in compliance with the applicable tax legislation. Accordingly, following each Order, an invoice shall be issued, and it is therefore necessary for the Customer to complete the checkout process accurately and in full with all the data requested.
The invoice is sent exclusively in electronic format by email to the address provided by the Customer during the purchase process.
For the purpose of issuing the invoice, the Customer is required to provide complete and accurate data at the time of the Order, and in particular:
• first name and surname;
• residential address;
• tax code.
In the absence of the necessary data or in the event of incomplete or inaccurate data, issuance of the invoice may not be possible and fulfilment of the Order may be suspended until the required information has been correctly communicated.
11. Availability, missing products and replacements
Availability shown on the Website is updated periodically, but does not constitute an absolute guarantee. In the event of total or partial unavailability after submission of the Order:
• the Customer shall be informed promptly;
• the Customer may choose between a refund for the missing product, waiting for restocking (if possible), or an alternative proposal.
Product replacements shall take place only with the Customer’s consent, except in cases of technical equivalence expressly requested by the Customer himself/herself.
12. Shipping and delivery
Gembox S.r.l.s. ships to the address indicated by the Customer, who assumes responsibility for providing correct and complete data (name, street, house number, apartment number, intercom, postal code, telephone number).
Fulfilment and delivery times
• fulfilment (Order preparation) takes place according to the times indicated on the Website (if present), except during peak periods or in cases of force majeure;
• delivery times depend on the courier and destination and are indicative.
Customer’s obligations upon receipt
Upon delivery, the Customer must verify:
• the integrity of the packaging;
• the absence of evident tampering;
• correspondence with the number of packages, if indicated.
In the event of a visibly damaged or tampered package, the Customer is invited to:
• accept “with reservation” (if possible) or refuse delivery;
• document the issue with photographs and promptly contact the Seller using the official contact details.
Limitations of liability
Any delays attributable to the courier, weather events, strikes, logistical blockages, force majeure events or high-demand periods are not directly attributable to the Seller, without prejudice to the Seller’s commitment to provide assistance.
For details regarding costs, couriers, served areas, indicative times and special cases, please consult the “Shipping” page of the Website.
13. Method for exercising the right of withdrawal
To exercise the right of withdrawal, the Customer must complete the specific withdrawal form (available and downloadable on the Website) and send it to the Seller, according to the indicated methods, within the period provided for by the applicable legislation. It is expressly understood that the right of withdrawal does not apply, to the extent permitted by applicable law, to products ordered through the Bespoke and Made to Order sections, as such products are fully customized and created personally upon the Customer’s specific request.
The right of withdrawal shall be deemed validly exercised exclusively on condition that the Products are returned to the Seller intact, unused, undamaged and in conditions allowing their resale, complete with the original packaging, any labels, accessories and original wrapping.
The Customer is responsible for any diminished value of the Products resulting from handling other than what is strictly necessary to establish their nature, characteristics and functioning.
In the event of return of Products that are used, damaged, altered or in any case not compliant with the conditions indicated above, the right of withdrawal may not be accepted.
Return costs
Pursuant to Article 57 of the Consumer Code, the shipping costs for returning the Products are entirely borne by the Customer, unless otherwise expressly communicated by the Seller.
The Seller shall refund the amount corresponding to the returned Products only after having received them and verified their condition and integrity.
The refund shall be made using the same payment method used by the Customer for the initial purchase, unless otherwise expressly agreed between the parties, within the time limits provided for by the applicable legislation.
It is expressly understood that the shipping costs borne by the Customer for returning the Products shall not be refunded.
The technical timing for crediting the refund depends on the banking circuits or payment providers used and is not attributable to the Seller.
14. Legal guarantee of conformity (Consumers)
For Consumer Customers, the legal guarantee of conformity provided for by the Consumer Code shall apply. The Seller is required to deliver goods conforming to the Contract.
In the event of a lack of conformity, the Customer may request the remedies provided for by law (repair or replacement where applicable, price reduction or termination of the Contract in the cases provided for), according to the conditions and limits established by law.
The Customer is invited to report any defects within a reasonable period and to provide useful documentation (photographs, batch number, etc.) in order to allow prompt handling of the request.
15. Limitation of liability and Customer obligations
Gembox S.r.l.s. shall not be liable for damage, defects or deterioration of the Products resulting from improper use, use not consistent with their intended purpose, negligent use, or failure to comply with any conservation, maintenance or usage instructions that may be provided.
The Seller shall also not be liable for damage resulting from normal wear and tear, external factors, interventions, modifications or repairs carried out by the Customer or by unauthorised third parties, nor for indirect or consequential damages that were not foreseeable.
The Customer is required to use the Products with due care and to verify their characteristics before use, assuming all responsibility for any use not compliant with the instructions or the natural intended purpose of the Product.
16. Intellectual property
All content present on the Website (texts, descriptions, photographs, images, logos, graphics, layout, design, icons, visual elements, page structure, any multimedia content and any other material) is the property of Gembox S.r.l.s.
It is prohibited to copy, reproduce, duplicate, modify, distribute, publish, transmit or use, even partially, the content of the Website without prior written authorisation.
Unauthorised use of the content may give rise to civil and criminal actions to protect the rights of the owner.
17. Processing of personal data
The processing of personal data takes place in compliance with Regulation (EU) 2016/679 (GDPR) and the applicable national legislation.
Detailed information regarding the purposes, legal bases for processing, data retention periods and the rights of the data subject is contained in the Website Privacy Policy.
18. Communications and customer assistance
Official communications between the Customer and the Seller take place through the contact details indicated in section 2 and/or on the “Contacts” page of the Website.
The Customer is invited to keep the Order confirmation emails and related communications, also for assistance and warranty purposes.
19. Amendments to the Terms and updates
Gembox S.r.l.s. reserves the right to amend these Terms at any time.
The amendments shall apply to Orders placed after publication on the Website.
Orders already concluded shall remain governed by the Terms accepted by the Customer at the time of purchase.
20. Applicable law and reference legislation
The Contract is governed by Italian law, including in particular:
• the Italian Civil Code (obligations and contracts);
• Legislative Decree no. 206/2005 – Consumer Code (distance sales, withdrawal, warranties);
• Legislative Decree no. 70/2003 (electronic commerce);
• EU legislation applicable to consumers and the marketed products.
21. Dispute resolution and competent court
For disputes with Consumer Customers, jurisdiction lies with the court of the Consumer’s place of residence or domicile, pursuant to Article 66-bis of the Consumer Code.
For disputes with Customers who are not Consumers (for example companies or professionals), the Court of Rome shall have jurisdiction, unless otherwise agreed in writing.
The Customer may also verify the availability of alternative dispute resolution tools (ADR/ODR) according to the applicable legislation and as may be indicated on the Website.
22. Final clauses: partial invalidity and completeness of the Contract
The possible invalidity or ineffectiveness of a single clause shall not entail the invalidity of the entire document, and the remaining provisions shall remain valid.
These Terms constitute the entire agreement between the parties in relation to purchases made through the Website, without prejudice to any special conditions agreed in writing.
Last updated: 08/04/2026