Frequently Asked Questions
Orders, delivery and returns
I would like to purchase a Welcome Pack, what do I do?
Ordering a Pop-up Room Welcome Pack is really easy! On our website you can order around the clock. If you have questions or need assistance, you can also reach us by email.
You can find products using directly our home page or navigation. If you have selected a product, you can choose according to the product, the additional services you need, the number of items you want, and purchase by clicking on the button “add to cart”.
Then click “Go to checkout” at the top of the page and you will reach the ordering process.
On the Checkout page, simply enter the date of your arrival in Milan and the delivery address; then choose your preferred method of payment. You can verify your order before submitting it.
You will promptly receive an email with the order confirmation. Your order will be processed immediately and the delivery of your Pack will be scheduled at the right time… don’t worry about anything else, your pack will be waiting for you in Milan!
Why didn’t I receive confirmation of my order by email?
Maybe your confirmation email got sent to your SPAM folder?
If you don’t receive a confirmation email immediately after placing your order, you may have specified an incorrect E-Mail address or the order process was not properly completed.
In this case, please contact our Customer Care. We are happy to help you!
Here at Pop-up Room we try to have as many products as possible in stock.
Should a product shown on our site be out of stock, we will promptly replace it with an item of the same quality and value.
How can I edit or cancel an order?
Write as soon as possible an e-mail to our Customer Care. As long as your order hasn’t been packaged yet, you can modify or cancel it!
In case you forgot to add a product or service in the order, check the guide “I forgot to add a product to the order, what do I do?”
I forgot to add a product to the order, what do I do?
Write as soon as possible an email to our Customer Care.
What to write in the email? It’s easy:
- Your name and surname
- The reference number of your order
- The products and services to be added
If the package has already been shipped or is in the process of packing, it’s unfortunately not possible to make a change to the order.
If you are on time, you will have to make another payment to our PayPal account (get into PayPal, select “Send money” tab and insert our email: email@example.com), with the amount related to the products or services you have forgotten. We will send you the email address for when we write! Please consider that the order will be processed when the payment is fully received!
Our Payment Options
Pay easily and securely using your PayPal account.
At the end of your order process you will be redirected to the PayPal website. You can login with your PayPal account information and confirm your payment, or you can simply register a new account: it’s fast and secure!
Within a few minutes, your payment is then registered in our system and the order is released for further processing. With payment via PayPal, the invoice amount is charged immediately after receipt of order.
Order confirmation and status
Immediately after placing your order, you will receive an email with all the information about your order.
When the order will be completed you will receive another email notification.
Pick-up at the Railway Central Station
You have the option to receive your Pack directly at your accomodation, ora you can manage pick-up at the Central Station in Milan, by the office of our partner, MilanoTourismPoint – Ticket MI.
Please note: MilanoTourismPoint office is located in the mezzanine floor, and these are the opening hours: Monday–Friday 9:00 am – 1:00 pm and 2:00 pm – 6:00 pm. Saturday 9:00 am – 1:00 pm. Sunday closed.
At the moment, it is not possible to arrange the pick-up when the office is closed.
How much are the shipping costs?
If not otherwise stated, the order is delivered from the warehouse of Pop-up Room to the pick-up location or the delivery address specified by the customer in Milan.
The shipping costs to the Pop-up Room pick-up location are free
The sipping costs to any accommodation within the city of Milan are 5 €
If you need the Welcome Pack in a nearby destination of Milan, please write an email to our Customer Care and we will let you now the extra cost for the delivery ouside the city.
At the moment we do not deliver single packs outside the area of Milan, but if you want to receive a certain number of Packs for your hosts,please write us and we will arrange a special delivery for you.
If a delivery to the customer is not possible because the customer (or the referent person he reported as consignee) cannot be found at the indicated delivery address, even though the delivery time was announced within a reasonable time to the customer, the customer bears the costs.
The Pack has not arrived. What can I do?
If the package hasn’t arrived at your accommodation or at the pick-up destination, please contact our Customer Care immediately and we will check the whereabouts of your package.
We will notify you if another shipment is necessary and, if required, provide to deliver it again.
If a delivery to the customer is not possible due to circumstances beyond our control or because the customer (or the referent person he reported as consignee) cannot be found at the indicated delivery address, even though the delivery time was announced within a reasonable time to the customer, the customer bears the costs.
If Pop-up Room, without fault, isn’t able to deliver the ordered goods because a supplier does not fulfill his contractual obligations, Pop-up Room can withdraw from the order. In this case, we will inform the customer immediately and refund the cost of the pack.
I received a damaged Box!
We ship your pack in Pop-up Room cartons, made with high quality materials, to avoid any damage which may occur during transportation.
Unfortunately during transport certain incidents may happen, so the package gets damaged. In such cases, we ask you not to accept the obviously damaged parcel or only with reservation. By accepting the withdrawal of a package obviously tampered with, the customer assumes full responsibility for the content.
In the event of an accepted package, please send immediately an email to Customer Care attaching a photo of the package and the damaged products. Our operators will evaluate the conditions for a full or partially refund by voucher for your next purchase.
Pop-up Room will not take responsibility for packages different form the original ones.
What can I do if I had to cancel my trip to Milan?
Is it possible to deliver outside Milan?
Even if the Welcome Boxes were born thinking of EXPO2015 in Milan, we can arrange the delivery within Italy: please write an email to our Customer Care and we will let you now if there are any extra costs.
Since you place the order, we usually need at least 3 working days to customize and deliver your Welcome Box.
At the moment we cannot provide last minute deliveries.
Our Return Guarantee
You can return the received products without any given reason within 7 days.
We expect the packaging and all the ordered products to be in its original condition and sealed, undamaged with no traces of being used (services and cards included). Pop-up Room will not issue a refund on opened/used products, used or without the original package! We recommend that you pack well and ship products with padded envelope or in a box at our address!
The shipping costs of the returns remain in charge of the customer.
Remember to include a note in the package that includes your information (name, address, order number) and the reason for return.
Please also note that:
- The parcel can take up to 15 days before it gets to us
- Returned items will be processed within 5 working days (excluding Saturdays) from the reception of the parcel
- You must pack the products with great care so that they are not damaged during transport
- You must retain your receipt as proof of shipment, in case you are asked by our operators
Where to send your return: Pop-up Room – via Macedonio Melloni 31, 20129 Milano.
How do I receive my refund?
As soon as your package is returned to us and our verifications on the received products will be completed, your money will be refunded. You will receive the credit on your PayPal account.
The refund is carried out within a few days. If you have any questions you can contact our Customer Care at any time!