FREQUENTLY ASKED QUESTIONS

You're in the right place. You have two options:

• Via the website MrFiller.com

WhatsApp: Call or text us at +39 333 675 1858. We will assist you with order creation, payment, and delivery facilitation.

Call or text us at +39 333 675 1858. We will assist you with order creation, payment, and delivery.

Once your order has been handed over to the courier, you will receive an email with the tracking number and the corresponding courier.

Monitor your shipment status by logging in to your personal account

You can independently schedule the delivery on the courier's website by giving instructions to:

• change address
• set a new date
• select a DHL pickup point
• leave with a neighbor

See an example of how to manage your delivery independently.

If the payment was successful, you will receive a confirmation email and summary from Mr.Filler to the email address you provided during the purchase process.

If you have not received the confirmation email, please check your email's spam folder.

Furthermore, you will find all information and details about your order within your Mr.Filler account.

For any further verification or assistance request, please write to Customer Service using the contact form.

By choosing the Cash on Delivery payment method, the customer can pay the exact amount of the order in cash or by credit card (POS) directly to the courier upon delivery. A surcharge of €5 applies for Cash on Delivery payments, which is also indicated in the order summary. This cost retained by the courier is due to the collection management.

To facilitate delivery procedures with cash payment, we recommend having the exact amount of the order available, as couriers do not provide change.

Even in the case of Cash on Delivery payment, the order proceeds to the preparation status, thus ensuring rapid shipment to the customer.

If it happens, it's strange: we use software and digital traceability for every product.

If you have received one or more incorrect products compared to the products ordered on your invoice/receipt, we apologize for the error and you can report it to us as soon as possible via the contact form, attaching a photo of what you received.

Mr.Filler's customer service will resolve the issue as soon as possible by implementing the verification procedure with the order preparation video systems.

Class III medical devices and their offering are exclusively intended for professionals, such as healthcare operators, representatives of healthcare facilities, or pharmacies.

Sales to direct consumers are excluded.

By making a purchase, the user declares and warrants to be acting as an authorized professional operator and/or an authorized representative of the relevant facility.

The supplier may request further information and documentation from customers at any time. The supplier disclaims all responsibility for purchases made in violation of these conditions.

On Mr.Filler, customers can make purchases using Credit Card (VISA, Mastercard, and Maestro), PayPal (or other cards through PayPal), Cash on Delivery (payment upon delivery), Google Pay. Other payment methods will be added soon to facilitate purchases.

Purchases made on Mr.Filler are safe and guaranteed.

To ensure maximum security, payment information transmitted is encrypted using the SSL (SecureSocketLayer) protocol.

When purchasing from Mr.Filler, you can, during the data entry phase, provide the information for the tax documents you wish to receive.

Once the order has been placed, contact customer service to obtain the invoice, which will also be sent via SDI.

If the order payment was successful, the customer will receive a confirmation and summary email from Mr.Filler at the email address provided during the purchase.

If the order confirmation email does not arrive, we invite the customer to check their email spam folder as well.

You can also check the payment status within their Mr.Filler account.

For payment assistance, the customer can contact Mr.Filler Customer Service via the contact form.

The best way to receive discount codes and personalized offers is to subscribe to Mr.Filler's Newsletter, which provides promotions, discounts, and news.

The discount code should be entered on the cart page or during checkout.

The correct procedure for using the discount code is as follows:

• Copy and paste the discount code into the "Add a coupon code" section in the cart or during checkout;
• Click the "Apply" button in the cart or "Apply discount" during checkout to validate the discount code.

Conditions for applicability of discount codes and promotional coupons

• Ensure the minimum cart amount required for the promotion to apply
• Ensure the promotion's validity date
• Discount codes cannot be combined with each other
• Discount codes cannot be combined with gift cards

Depending on the destination, the working days for order delivery from the moment it is entrusted to the courier are:

Italy: 1-2 working days

Europe: 2-3 working days

Rest of the world: 3-4 working days.

Once entrusted to the courier, you will receive tracking via email and WhatsApp, which you can use to independently schedule delivery according to your needs:

- change address

- leave the package at a pick-up point

- change delivery date

The couriers used are BRT, FedEx, and DHL.

In Italy, shipping is free for orders over €49 when using BRT.
There are no surcharges for remote areas or specific postal codes.

If you wish to receive your order by 12 PM, you can select the Premium option at a cost of €19.90 with DHL courier. (Transit times 1-2 working days). This option is limited to major postal codes in Italy.

In Europe, the couriers used are FedEx and DHL. Shipping is free with FedEx for orders over €199; otherwise, the cost varies based on the service chosen. With DHL, you can select Economy Select shipping (transit times 2-3 working days) at a cost ranging from €9.90 to €14.90 based on the total spent, or the EXPRESS FLIGHT selection (transit times 1-2 days) which costs €29.90 for orders up to €499.

For the rest of the World, shipping is free for orders over €499; otherwise, the cost is €45 (Transit times 4-5 working days).

The couriers used for shipping are BRT, FedEx, and DHL.

In Italy, shipping is free with BRT for orders over €49.
There are no surcharges for remote areas or specific minor postcodes.

With FedEx, shipping costs €5.90 for orders up to €49.90; above this threshold, it is free.

With DHL, on the other hand, shipping costs €9.90 for orders up to €49, and €3.90 for orders from €49 upwards.

If you wish to receive your order by 12:00 PM on the next day, you can select the Premium option at a cost of €19.90 with DHL courier. This rate is valid for orders placed by 1:00 PM. (Transit time 1-2 business days). This option is limited to major postcodes in Italy.

In Europe, the couriers used are FedEx and DHL. Shipping is free with FedEx for orders over €199; otherwise, the cost varies based on the chosen service. With DHL, you can select Economy Select shipping (transit time 2-3 business days) at a cost ranging from €9.90 to €14.90 depending on the total spent, or EXPRESS FLIGHT (transit time 1-2 days) which costs €29.90 for orders up to €499.

For the rest of the world, shipping is free for orders over €499; otherwise, the cost is €45 (Transit time 4-5 business days). For countries outside the European Union or with special tax regimes (e.g., Canary Islands), there might be CUSTOMS DUTIES (payable by the customer) or other taxes to be paid upon delivery, which cannot be quantified.

Express Shipping with DHL Courier

Upon dispatch of the order, the customer receives an email notification with the option to track the progress of the shipment and, if necessary, customize the delivery via the On Demand Delivery Services.

While the shipment is in transit, with the On Demand Delivery service you can:

• Reschedule delivery to a more convenient date;
• Pick up the order at any DHL ServicePoint;
• Change the delivery address;
• Have the shipment delivered to a neighbor;
• Have the shipment left in a safe place.

In case of failed delivery, one of our operators will contact the customer to inform them of the held shipment and receive the correct instructions for redelivery.

Here is an example of the email with which you can independently schedule the delivery.

See Example

For any assistance requests, the customer can contact Customer Service via the contact form.

As stated in the General Terms and Conditions of Sale and on the label affixed to the package, the Customer/Recipient is responsible for examining the package upon delivery, and if they find that the package has been tampered with, damaged, wet, altered, including its sealing materials (e.g., adhesive tape or waybill), or if the package does not bear the wording MrFiller-Touch Global Services SRL, they are obliged to accept with reservation (or refuse the package) by informing the courier at the time of delivery.

Once the courier's document has been signed without reservation, the Customer assumes responsibility for the integrity of the contents without making any claim for reimbursement from Mr.Filler.com.

Any reports relating to an obvious defect in the Products delivered, incorrect quantities, or incorrect item codes compared to the order confirmed on the MrFiller.com Website must be notified to customer service at www.mrfiller.com, within 2 (two) working days of receipt of the Product. The reports must be accompanied by high-quality photos of the Product and its external packaging.

In any case, the Customer is invited not to dispose of the Products reported, to allow Mr.Filler.com to collect them, at no cost to the Customer, and to carry out the necessary checks.

Failure to comply with the above terms will make it impossible for MrFiller.com to acknowledge the complaint, including with respect to the courier, and therefore, it will not be able to guarantee the Customer the due compensation.

Refunds for returned products are issued within 14 business days after the return is received and the products' integrity is verified.

Upon arrival at the warehouse, each product will be examined using procedures that include weight and video analysis to assess its condition, integrity, and any potential health risks resulting from improper use or storage, or from any damage not caused by transport.

The right of withdrawal is totally forfeited due to the lack of the essential condition of the good's integrity (packaging and/or its content), in cases where Mr.Filler ascertains the absence of the original packaging and/or accessories or damage to the product for reasons other than its transport.

Refunds for returned products are made using the same payment method used for the purchase.

For orders paid by Bank Transfer or Cash on Delivery, the refund is made by Bank Transfer. In this case, we invite the customer to complete the return document with the IBAN for the refund.

Alternatively, the customer can request, when completing the return request, the issuance of "store credit" to their account. "Store credit" is a credit to be used on future orders on Mr.Filler with no expiration date.

The customer can exercise the right of withdrawal for cosmetic products purchased on Mr.Filler, both in Italy and abroad. For the request procedure click here.

The purchased product must be intact and returned in its original packaging, complete in all its parts (including the package leaflet, box, any associated gadgets, etc.).

Important: If the product is damaged, it is not possible to request a return; the customer must report the incident as soon as possible via the contact form by selecting "Broken product" as the request type and attaching a photo of what was received.

Products for which the Right of Withdrawal is excluded

By law, the Right of Withdrawal cannot be exercised (any request will therefore be rejected):

• a) in the case of the purchase of medicines and medical or homeopathic devices;
• e) in the case of the supply of goods made to measure or clearly personalized;
• f) in the case of the supply of sealed goods that are not suitable for return for hygienic reasons or related to health protection and have been opened after delivery;
• g) opened, used or damaged products

The return service has a fixed cost of €15, and includes shipping and handling of the return.

Refunds for returned products are issued within 14 business days after the return is received and the products' integrity is verified. 

Refunds for returned products are issued within 14 business days after the return is received and the products' integrity is verified.

Upon arrival at the warehouse, each product will be examined with a video camera to assess its condition, integrity, and any potential health risks resulting from improper use or storage, or from any damage not caused by transport.

The right of withdrawal is totally forfeited due to the lack of the essential condition of integrity of the goods (packaging and/or its content), in cases where Mr.Filler ascertains the absence of the original packaging and/or accessories or damage to the product for reasons other than its transport.

Refunds for returned products are issued using the same payment method used for the purchase.

For orders paid by Bank Transfer or Cash on Delivery (Payment on Delivery), the refund is made via Bank Transfer. In this case, we invite the customer to fill out the return document with the IBAN for the refund.

Alternatively, the customer can request, when filling out the return request, the issuance of "store credit" to their account. "Store credit" is a credit to be used on future orders on Mr.Filler with no expiration date.