customer care

MASSABOUTIQUE.COM sells only products of excellent quality, purchased directly from the most prestigious Italian and International fashion houses.

MASSABOUTIQUE.COM is official dealer for all products and all trademarks on this site.
Products sold and brand manufacturers, therefore, are carefully selected for their stringent quality control standards.

MASSABOUTIQUE.COM, by this site, offers its customers the opportunity to purchase only items already available in stock. Is not possible for the customer to order items that are not already available.Therefore, the order that contains an article which had become, in the meantime, even for mere error, not available, shall be deemed null and void.
The reception of the order by MASSABOUTIQUE.COM sent by customer through electronic data transmission, determines that the transaction has been successfully completed and the contract closure. With the closure of the Contract, MASSABOUTIQUE.COM is committed to provide clients with the products ordered, the terms and conditions provided in these Conditions, reserve the right to not execute orders against persons who do not provide adequate guarantees of solvencyor does not fall within the category mentioned above the "end user" or if, for whatever reason, the product ordered is not available for sale.
By sending the Order the customer unconditionally accepts and undertakes to observe relations with MASSABOUTIQUE.COM all provisions contained in these Terms.
Therefore, the Order implies the entire understanding and full and unconditional acceptance by the Customer of these Conditions and the additional information contained in the web pages of the site mentioned here and/or linked pages.



1 - Order payment


1.1 Methods of payment

The item purchased must be paid together with the closing of the purchase transaction via credit card, bank transfer, Paypal or cash on delivery (handling charge EUR 6.00).


Credit Card
We remind our new customers that your first order must necessarily receive a check by the bank that issued your credit card.Our bank will then contact your bank to verify your details before we can proceed with the shipment.
This test may cause a delay of several days while sending your first order.
Buying on this site, the financial customer's information (such as the number of credit card, the expiration date and personal data) will arrive directly to the Bank in charge of the payment transaction (Banca Monte dei Paschi di Siena, Paypal, or even otherCredit Institutions affiliated with us) via encrypted protocol.
MASSABOUTIQUE.COM, nor others, can ever access them.
The order amount will be charged on customer's credit card only when the parcel will be ready for shipment.

Pay Pal
PayPal is a safer, faster, more secure way to pay online as alternative method to the credit card. Your financial details are never shared, safeguarding your bank, credit or debit card details.
For quick, easy payment, all you need is the e-mail address of the addressee. Or you can set up your free PayPal account, confirm the e-mail and register your bank account, credit card or debit card with PayPal.

Bank Transfer
MASSABOUTIQUE.COM accepts wire transfers as alternative payment.
We will transmit by e-mail our bank details.
We will not ship out your order until the bank transfer has reached our bank account and as soon as the merchandise will be available in our warehouse.
We remind our customers which use this method of payment that accrued from 4 (four) working days for Italy and 8 (eight) working days for foreign Countries, in case the wire transfer has not reached our bank account, MASSABOUTIQUE.COM reserves the right to rescind the order.

Cash on delivery
Another method of payment offered by MASSABOUTIQUE.COM is the "COD (Cash on delivery)" with fixed charge of EUR 6.00 and only for orders not exceeding EUR 500.
In case the shipment of an order placed with COD did not succeed for reasons attributable to the customer, MASSABOUTIQUE.COM reserves the right to take no action to any other order with the same method of payment.



2 - VAT exemption and Import Fees


2.1 Price for customers of the European Community

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Product prices that are published on the website MASSABOUTIQUE.COM reflect the actual retail price of the goods and are marked VAT included.


2.2 Price for all other customers (non-European Community)

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Product prices that are published on the website MASSABOUTIQUE.COM reflect the actual retail price of the goods TAX FREE. The total amount of the order will be automatically calculated online less the Italian value added tax and the final invoice will reflect this tax exemption.


2.3 Import fees

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Shipments destined outside the European Community are exempt from Italian Value Added Tax but they are subject to import fees (DDU DELIVERY DUTIES UNPAID) based on the client's home country regulations.
Payment of these DDU fees is the sole competence and responsibility of the client.
Product prices that are published on the website MASSABOUTIQUE.COM reflect the actual retail price of the goods which NOT include IMPORT FEES (based on the customer's home country regulation).




3 - Deliverey & Shipping information


3.1 Shipment fees – Italy

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Shipments are made in Italy by SDA (or DHL) delivery service.
Free Shipping in Italy, except different specifications.
For orders whose value is less than 50.00 EUR shipment charges usually amount to EUR 7.50.

MASSABOUTIQUE.COM offers its customers the possibility to use Time Definite services to ship with a definite delivery time, allowing to choose the best time consignments: premium 9:00 am; premium 10:00 am; premium 12:00 pm.
Time Definite allows you to send parcels with certainty of their arrival at destination within the established time of the service chosen, from the second working day following the collection.
Is possible to check service availability by entering the pick-up and destination Locality/Postcode in the Delivery Time section, or you can download the list of Time Definite localities or call Customer Care on 199.11.33.66
Time Definite service, if used, is sole competence and responsibility of the client.
As per International Laws regulating Commerce and Trade all MASSABOUTIQUE.COM shipments coming with official invoice stating the value of each items in Euros. For items on sale invoice list discount prices.


3.2 Shipment fees – Other Countries

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Shipments are made in Italy by FedEx (or DHL) delivery service.
Orders whose value exceed 500 EUR in only one transaction are shipped free of charge in EU countries.
In non-EU countries orders whose value exceed 1000 EUR in only one transaction are shipped free of charge.
As per International Laws regulating Commerce and Trade all MASSABOUTIQUE.COM shipments coming with official invoice stating the value of each items in Euros. For items on sale invoice list discount prices.


3.3 Shipment Date

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Orders are shipped from MASSABOUTIQUE.COM, Martina Franca, from Monday to Friday from 9:00 to 12:30 a.m. Orders placed on weekends 8 from Friday evening until Monday morning) will be processed on Monday morning.


3.4 Items in stock: prompt shipment

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Orders are shipped the first working day following the day in which the order was made, after checking the availability of items and verifying your credit card information. Credit card will be charged the day of shipment.
We wish to remind our customers that the order must receive a final check by the bank, this means that our bank will then contact your bank to verify your details before proceeding with the shipment.
This verification could lead to delay in sending your first order.


3.5 Order of preview items

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Our Customers can reserve items, whose sale are scheduled in the following months.
The payment of the item will be in conjunction with the Order. Shipping will be done when that specific item will be available in our stores.
MASSABOUTIQUE.COM will indicate for each item booked the earliest ship date. The merchandise available is delivered immediately, while shipments of reservations will be done as soon as the item arrives in our stores or as soon as the seasonal collection is available.
In case the order of a previously booked item is not available, the amount paid will be totally refund to the customer in the same way in which payment has done. Remember that all shipments to Italy are free.


3.6 Order Update

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Customers can receive information about the status of the order directly on control panel on personal profile.


3.7 Shipment tracking

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Upon shipping the order, MASSABOUTIQUE.COM send its customers an E-mail containing the tracking number provided by SDA or DHL. Customers can follow the status of their order directly on control panel on personal profile. The web page displayed will show exact and up-to-date product tracking of your shipment.


3.8 Shipment insurance

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MASSABOUTIQUE.COM shipments may be insured against theft and accidental damage. Once the shipment arrives at destination insurance loses its effectiveness.


3.9 Authorized shipment delivery

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Upon delivery, clients are asked to carefully inspect the package before placing a signature for the receipt of the merchandise. MASSABOUTIQUE.COM boxes are brown carefully taped with blue scotch-tape.
If, for any reason, the box looks tampered or the official adhesive tape is not intact, clients should sign for the package as "Good unchecked" or to refuse delivery. In the event that the box has been signed for with an unauthorized signature or there is evidence that the package has been tampered, clients are asked to immediately report to the local SDA or DHL office and to contact MASSABOUTIQUE.COM at ordini@MASSABOUTIQUE.COM . If for any reason the shipment can not be successfully delivered to the address provided by the client in the commercial contract, the package is likely to be returned to sender and the expenses will be charged at the client. These amounts will be deducted from any refund due to the client by MASSABOUTIQUE.COM.


3.10 Storage shipment and awaiting delivery

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If for any reason the shipment is not delivered, on the following day SDA shall automatically send the sender (MASSABOUTIQUE.COM) a Storage Report, giving the reason for the non-delivery and a request for instructions for the good’s release.
Customers can receive information about Storage Report and status of the order directly on control panel on personal profile.

After a storage period of maximum 15 days at the closest SDA branch, and in the absence of other instructions, the good will be returned to the sender. MASSABOUTIQUE.COM reserves the right to request the return of the items after 3 (three) working days, in the absence of customer’s ordering.
We remember to our customers that the opening for a Storage Report costs 3.00 EUR for every shipment done. For all national and international services the Storage costs are the sole competence and responsibility of the client: the 4th storage day will be applied a minimum stop of 2.00 EUR, from the 5th storage day it will be applied the daily storage fee of 0.50 EUR per day.


3.11 Shipment documents

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As per International Laws regulating Commerce and Trade of imports and exports all MASSABOUTIQUE.COM orders are shipped out of Martina Franca, Italy, with an official invoice declaring the exact total of merchandise purchased in Euro.
It is illegal to declare lower values or to request the items as gifts.


3.12 Pickup in Store

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Through \“Pick Up In Store" service you can buy online products and pick up them directly from the reference Boutique (Massa Uomo – Massa Donna – Massa29 – Massa piccolo – Massa RosaMarina) no later than 10 days of purchase’s date. We remind our customers who want to use \“Pick Up In Store" service that is not possible to try on the purchased product into the Boutique in which is collected. If the product is not adequate it can be replaced within 10 working days from the date on which it has been collected through the Return procedure indicated in Section 4.1 of Customer Care. The item purchased must be paid together with the closing purchase transaction, online only, and no any amount could be paid at the Boutique. For products purchased by Pick Up In Store is not possible to obtain a refund of the amount paid, but only the replacement of the product with another one.


3.13 Customization products

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To personalize a product you have to select the "Product Customization" option that appears during the online purchase. Then you have to indicate initials, font and color. For each item orientation and position of letters are already predetermined: for shirts the letters are stitched on the left side (worn) between 4th and 5th button; for ties the letters are stitched in the inner part; for trousers - five pockets - the letters are stitched on the little pocket. Please note that customized product may not be returned or replaced. Therefore we invite all customers who want to use this service to make sure of correct product’s measures previously. The product customization service is free of charge (for each product) for orders over 200 EUR. For orders less than 200 EUR the cost is 10 EUR for each product’s personalization.




4 - Return e refund Policy

4.1 Return

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If for any reason, Clients are not satisfied with the order, the unused item(s) can be returned within 10 working days of delivery.
Clients must follow the official Return Policy as stated here below:
1 - The original "Return" MASSABOUTIQUE.COM tag must be attached to the item with the original yellow security seal.
2 - The original "Return" MASSABOUTIQUE.COM tag and yellow security seal must not be removed or cut in any way.
3 - Items must be unused.
4 - In case of returned item(s), Client must click on the Return icon which appears into personal profile, into "My Orders" section, and follow instructions or contact us resi@MASSABOUTIQUE.COM within 10 days from the date of delivery. Once this term is expired the "Return" icon will be no longer available.
5 - The return request must include the Item Code Number(s) of the item(s) to be returned and the compensation for the return: size exchange, color exchange, refund or Store credit. Exchanges for a different Item code are unavailable.
6 - Once the written request is received, MASSABOUTIQUE.COM Customer Service will send a written confirmation to the Client including the Return Authorization Number. Clients must write this Return Authorization Number on the "return" tag attached to the item.
7 - The returned item(s) must be in the same condition in which it was originally sent and packaged in an orderly fashion in a tamper-proof packaging.
8 - The return of the unused item(s) must reach MASSABOUTIQUE.COM within 7 (seven) days of the written confirmation from MASSABOUTIQUE.COM Customer Service.
9 - The Client is responsible for shipment of the returned item(s) and any eventual import.
10 - The unused item(s) must be returned via EMS – International Mail Service or Express Courier to Francesco Massa s.r.l. Via Sant'Eligio, 8 - 74015 Martina Franca (TA) Italy.

We suggest you to choose a shipping insurance. The package containing the returned items is under Client’s responsibility. MASSABOUTIQUE.COM is not responsible in case of lost packages, damages for incorrect packaging or delivery delays to our warehouses.
MASSABOUTIQUE.COM ensure that products which appear online are conform to the images there published and that all items, at the time of shipment, are submitted to inspection and shipped after having controlled that they do not have evident defects.
In the case of error in the order on the part of MASSABOUTIQUE.COM, Clients must follow the instructions above. MASSABOUTIQUE.COM reserves the right to request photographic support regarding defective merchandise apparently before authorizing the return and the eventual charges for the shipment and import fees. MASSABOUTIQUE.COM will ship Clients the returned corrected goods free of charge or will refund the incur expenses.
MASSABOUTIQUE.COM reserves the right to request photographic support for returns if necessary for the evaluation of return process.
MASSABOUTIQUE.COM will not accept any items that have been worn, washed or altered for any reason. MASSABOUTIQUE.COM reserves the right to inspect returned merchandise and assess re-stocking fees depending on the state of the returned merchandise.
MASSABOUTIQUE.COM reserves the right to refuse unauthorized returns.


4.2 Change size/items & refund

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All authorized returned merchandise is subject to re-entry inspection which is at the sole discretion of MASSABOUTIQUE.COM and must meet all the requirements listed under the Return Policy. MASSABOUTIQUE.COM reserves the right to assess re-stocking fees depending on the state of the returned merchandise.
The returned item(s) must be in the same condition as sent, packaged in an orderly fashion, and have all original tags, extra buttons, dust bags, hangers, etc. Shoes and other accessories that were sent with original boxes must be returned in these boxes which cannot be used, damaged or altered in any way.
If the authorized returned item(s) passes re-entry inspection, the Client will receive a confirmation of the return from MASSABOUTIQUE.COM Customer Service.
If the Client requests a size change or colour the exchange item will be sent to the Client free of charge by MASSABOUTIQUE.COM for import whose value exceed 50 EUR for Italy and for import whose value exceed 150 EUR for European Community’s Countries.
Free Return policy is limited to one exchange only for every authorized return. Items can be exchanged only when a different size or a different colour is available.
The return of products whose amount is less than 50.00 EUR for Italy and 150.00 EUR for the European Community’s Countries will not be accepted. But rather the Client will be refunded for the amount relative to the returned product(s) and the Client have to make another order to purchase the product desired.
It is not possible to change the item(s) with a different product.
If the Client requests a refund accepted by MASSABOUTIQUE.COM, the refund will appear on the Client’s Credit Card or Bank Account or Paypal (it depends on method of payment used). It will possibly appears on the client's credit card statement or on the Bank Account approximately after 30 days. Parameters concerning timeline may differ depending on the credit card used or other method of payment used.
If the Client requests the issue of a Store credit’s voucher this could be used one time only on a future order within the last days of seasonal collections availability.
It is not cumulative with other store credits, coupon, voucher or Reward Card and it must be used in its entirety on an order that is either equal to or greater than the value of the store credit. If not used within the limit of referential season MASSABOUTIQUE.COM reserves the right to convert it in a final partial refund.




4.3 Return e refund - EXTRA UE

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Referring to the returned packages sent from outside the European Communities Countries the compensation will be limited only to refund or Store Credit. It is not possible to change the item(s) with a different product(s) or change size or color. If the Client is interested to change size or color they will have to perform a new order.

If the Client requests a refund accepted by MASSABOUTIQUE.COM, the refund will appear on the Client’s Credit Card or Bank Account or Pay Pal (it depends on method of payment used). It will possibly appears on the client's credit card statement or on the Bank Account approximately after 30 days. Parameters concerning timeline may differ depending on the credit card used or other method of payment used.

The Client is responsible for shipment of the returned item(s) and any eventual import, such as local taxes, custom duties, import and/or custom clearance tax, and those import will be deducted from the final refund. In any case MASSABOUTIQUE.COM will complete the appropriate custom’s documentation, in order to reduce any custom duties relative to item(s) return.

The unused item(s) must be returned by EMS - International Mail Service or Express Courier delivery service to Francesco Massa s.r.l. Via Sant'Eligio, 8 - 74015 Martina Franca (TA) Italy.
We suggest you to choose a shipping insurance. The package containing the returned items is under Client’s responsibility. MASSABOUTIQUE.COM is not responsible in case of lost packages, damages for incorrect packaging or delivery delays to our warehouses.


5 - E-CARD

5.1 Gift Card

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Our GIFT CARD:

The best solution for those who want to make a choice between a rich assortment of garments, shoes and fashion accessories, with items of all major international brands! The Gift Card is useable exclusively online;
The purchase values are Euro 50, 100, 150, 200, 250, 300, 350, 400, 450 and 500;
The sender can choose different ways of delivery of its Gift Card. It will be delivered to the addressee through our elegant GIFT CARD (hard copy) via SMS or E-mail. The Gift Card come with your personal message. The service is totally free;
It has one year validity;
It can be used for one or more purchases until finished its value;
It can be used as partial payment of a purchase of higher value;
Our Gift Card can be accumulated. The client has the possibility by contacting customer service at assistenza@massaboutique.com, to request a cumulative code;

Our GIFT CARD:

It is NOT used to purchase additional Gift Card;
It is NOT redeemable for cash;
It does not include any customs charges whose payment is exclusively responsibility of addressee's shipment:

- Shipments to the EU are not subject to import taxes.
- Shipments outside the EU are subject to import taxes.
- Shipments to the United States of America are not subject to import taxes as already included in the price;

Orders made by Gift Card can be returned; the amount concerning returned items can be accredited on Gift Card or used in exchange.;
The Gift Card will be sent to the address indicated by the buyer when ordered. MASSABOUTIQUE.COM is not responsible for Gift Card's shipment to incomplete or incorrect address provided by the buyer;
MASSABOUTIQUE.COM is not responsible for any loss, theft or use by third parties. In case of loss send an E-mail to: assistenza@massaboutique.com;
MASSABOUTIQUE.COM reserves the right to refuse orders made with Gift Card that shows signs of duplicate or fraudulent use;
Orders made by Gift Card are subject to commercial policy, Privacy Policy and Site Policy published on MASSABOUTIQUE.COM;



5.2 Reward Card

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Our Reward Card:

Every customer registered to MASSABOUTIQUE.COM filling all the fields in “Your data�? section of personal profile on MASSABOUTIQUE.COM will receive a Reward Card of 20.00 EUR for one’s own online purchase.
Filling the form in Your profile you will receive via e-mail a promotional code that you must enter in the Gift Card / Promotional Code field (which is in your shopping bag section).
Please note that this promotion is available only to registered customers of MASSABOUTIQUE.COM who filled out or will fill out personal profile and cannot be accumulated.
REWARD CARD is not usable to purchase footwear, discounted product or to purchase in our Vintage section or for orders which value is less than 100 euro.
Please note that this voucher must be used within 3 days after filling the form in Your profile section on MASSABOUTIQUE.COM





6 - Website policy

6.1 Items and pictures online

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MASSABOUTIQUE.COM declines every responsibility that, due to a particular configuration of a client's computer or to malfunction, the colors of the products visualized on the web site could appear to be slightly different from the original.
Images on MASSABOUTIQUE.COM belong to FRANCESCO MASSA srl.
any unauthorized use of these images without the express written consent of FRANCESCO MASSA srl. is forbidden and will be persecuted by law.
For more information please contact: clienti@MASSABOUTIQUE.COM



6.2 Items

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Items featured on MASSABOUTIQUE.COM web site reflect the actual availability of the item in color and size. The site is linked to all the holdings of FRANCESCO MASSA srl. including warehouses and boutiques.
Once the order is processed, MASSABOUTIQUE.COM Orders Department reserves the right to re-confirm the availability of the merchandise, verify the transaction's validity and check the client's record with MASSABOUTIQUE.COM. Clients will be informed by MASSABOUTIQUE.COM Orders Department if for any reason the item(s) ordered is not available or if the order cannot be processed as per client's request.



6.3 Terms and Condition

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This notice contains the terms and legal conditions that govern the web site MASSABOUTIQUE.COM.
Users of MASSABOUTIQUE.COM accept and agree to respect all the conditions included in this declaration.
If users do not accept these terms, FRANCESCO MASSA srl reserves the right to ask the users to refrain from using the MASSABOUTIQUE.COM website.
The access and the use of the web site MASSABOUTIQUE.COM are for personal use only.
The visualization of MASSABOUTIQUE.COM web site provides clients with product information and the possibility to purchase merchandise.



6.4 Property/Copyright & Trademark

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FRANCESCO MASSA srl is the owner of the web site MASSABOUTIQUE.COM and all its contents. This includes, but is not limited to, the documentation, images, characters, design, music, software, codes and format scripts. The material included in the web site MASSABOUTIQUE.COM is protected by copyright.
Reproduction, modification, transmission, re-publication and/or re-distribution to third parties for commercial purposes are strictly prohibited without the express written consent from FRANCESCO MASSA srl.
FRANCESCO MASSA srl does not allow the use of the web site's contents or the trademarks for any other purpose than what is written above.



6.5 Commercial policy

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Processing Orders
FRANCESCO MASSA srl reserves the right to decline an order in the event that Banca Monte dei Paschi di Siena does not receive verification from the Client's bank. It is at the sole discretion of FRANCESCO MASSA srl to reserve the right to decline to process an order and/or offer service to anyone at anytime.



6.6 Final customer

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FRANCESCO MASSA srl has created and published the web site MASSABOUTIQUE.COM with the mission to offer a service exclusively for its own clients.
The products on sale on the web site MASSABOUTIQUE.COM are destined to the Final Customer. By "Final Customer", FRANCESCO MASSA srl intends person or people who do not operate their own entrepreneurial nor professional activity that may include but not be limited to the re-sale of merchandise purchased at MASSABOUTIQUE.COM.
Therefore, FRANCESCO MASSA srl invites users who may not be considered a "Final Customer" to refrain both from attempting to establish business relations with FRANCESCO MASSA srl nor to use accounts of third parties to forward purchase orders relative to the merchandise on sale.
In regard to the commercial policy described above, FRANCESCO MASSA srl reserves the right to not process orders from persons that are not the Final Customer and any other orders that are not in conformity with the said commercial policies.
Client Requirements
To place orders at MASSABOUTIQUE.COM clients must:
- Be 18 years or older.
- Be eligible and competent to enter legally binding contracts.
- Have a valid POP e-mail address.
- Have a valid Credit Card for authorization and payment: Visa, MasterCard, American Express.



6.7 Decline of responsibility

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FRANCESCO MASSA srl:


1. publishes information on its website MASSABOUTIQUE.COM in order to provide a service to users, but declines every responsibility of the possibility of eventual technical inaccuracy and/or typographical errors. Once brought to attention, FRANCESCO MASSA srl will execute immediate correction.


2. also reserves the right to make corrections and changes to the web site when necessary without giving prior notice.


3. does not offer any guaranty that the information published on its own web site, is in conformity with the laws of the user's competent jurisdiction.


4. declines any responsibility from eventual problems, damages, viruses or risks that the user may incur during the use of the web site.


5. web site MASSABOUTIQUE.COM is a protected site according to international Internet standards which, if used correctly, users can be reassured not to encounter viruses.


6. declines any responsibility from eventual faulty operations of the web site due to the deactivation of "cookies" in the user's browser.


7. reserves the right to modify the terms and the conditions contained in this legal note when it is necessary without giving prior notice.
   Users must accept the terms and conditions of this legal notice, and must be sure to visit these pages periodically for updates, changes and corrections.

6.8 Italian Law

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The MASSABOUTIQUE.COM web site, in adhering to Italian law and in particular to the Court of Taranto, states:

"Entering this web site the user agree that the laws and the regulations of the Italian State will enforce any questions pertinent to the use of the web site MASSABOUTIQUE.COM. The user also agree to submit exclusively to the competent Court of Taranto for the questions above. FRANCESCO MASSA srl does not guarantee in any way that material present on the web site can be appropriate or of possible use in other countries and the access to those materials from places where the relative contents are illegal is expressly prohibited. Users who choose to enter this site from said locations, do so at their own risk, and are solely responsible to respect relative local laws."