Customer Service

PSD2 is a new European law introduced to make online payments more secure. It will impact customers in the European Economic Area (EEA) and customers using EU bank accounts. When you place an order online using a card payment, your bank may ask you to confirm your identity through 3D Secure authentication.

What are the payment steps when I place an order?
When you place an order within Europe, you may be directed to a 3D Secure authentication by your bank. There are many ways to authenticate online payments and you could be asked to confirm your identity through SMS, email, or TouchID. Once your payment is authenticated and the order has been placed, you’ll return to the confirmation page. As soon as your order has been confirmed, you’ll receive an email.

How will my bank confirm my identity?
Get in contact with your bank to understand their 3D Secure authentication process. Make sure they have the correct contact details for you just in case they use SMS or email for authentication.

If I'm unable to place an order, what should I do?
If something didn't go quite right, you may contact our Customer Service team.

I have some more questions about payment: who should I contact?
Our Customer Service Advisors are happy to answer any additional questions you may have.

Before proceeding to the checkout you should login using your credentials, otherwise you can register and create an account.

Yes. In order to see your orders, you should sign in to the Site and go to Account, and click on the 'Orders' section.

For more information, please visit our Privacy Policy section.

All online credit card transactions performed on this site are secured payments. For more information, please visit our Terms and Conditions.

EUROPEAN UNION COUNTRIES
Shipping costs: €15
Countries included: Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain.

NORTHERN EUROPE AND AMERICAS
Shipping costs: €19
Countries included: Canada, Cyprus, Ireland, Jersey, Malta, Mexico, United Kingdom, United States, Croatia, Finland, Norway, Sweden, Switzerland.

APAC
Shipping costs: €24
Countries included: Albania, Australia, Azerbaijan, Bahrain, Brunei, Brunei Darussalam, Cambodia, Canary Islands, China Mainland, Hong Kong SAR, Iceland, India, Indonesia, Japan, Jordan, Korea,Republic Of, Kuwait, Macau SAR, Malaysia, New Zealand, Oman, Philippines, Qatar, Russia, Russian Federation, Saudi Arabia, Serbia, Singapore, South Africa, South Korea, Taiwan Region, Thailand, Turkey, Ukraine, United Arab Emirates, Vietnam.

ROW (Rest Of the World)
Shipping costs: €49
Countries included: Bermuda, Chile, Colombia, Dominican Republic, Ecuador, Egypt, Georgia, Ghana, Israel, Kazakhstan, Lao People's Democratic Rep, Lebanon, Marshall Islands, Martinique, Mauritius, Morocco, Paraguay, Peru, Puerto Rico, Reunion, Senegal, Trinidad and Tobago, Angola.

We offer DDP (Delivery Duties Paid) shipping to a few selected countries. This means taxes, custom fees and import fees for European Union Countries, New Europe, Switzerland, Japan, South Korea, Hong Kong SAR, Canada, China Mainland, Singapore, Australia, Bahrain, Taiwan Region, Thailand, United Arab Emirates and the United States are included. Shipments to DDU (Delivery Duties Unpaid) countries may be subject to custom fees, import fees and taxes, these are the sole responsibility of the client and will not be reimbursed by Ambush italy S.r.l.

- Credit cards (we accept Visa, Mastercard, American Express, Diners, Discover, JCB and Union Pay);
- Paypal (to register a paypal account, please visit their website at paypal.com);
- Ali pay for China Mainland, Hong Kong SAR, Macao SAR and Taiwan Region;
- Sofort for Germany, Belgium, Austria and Switzerland;
- iDeal for Netherlands.

After the authorisation, a transaction can still fail. If the transaction fails after authorisation the funds will still be reserved on your bank account. Although they have not been debited, they may appear to have been collected. Please note that after authorisation the reserve can last up to 30 working days before it is lifted. This may change depending on banks and credit providers.   

The reasons for such failure may simply be:
- The card limit has been reached
- The card information entered is wrong
- The card reached the maximum number of charges allowed in a period
- The billing address does not match with the cardholder details
- The card does not allow international transactions
- The card does not allow online transactions
- Depending on the country in which you are located you might have to call your bank to authorize your credit card for online, cross-border or overseas transactions. 

In other cases the reasons are less obvious and may relate to the ever increasing fraud prevention and other security measures implemented by credit card companies to protect the cardholder against card abuse.

Payments as well as refunds for shipments are all invoiced in Euro (EUR).

We offer a free collection service to all customers for Product(s) you wish to return except in relation to certain types of Products as set out in the Returns Policy.

You have 14 days from receiving your order to return the Product to us. We strongly recommend that you book your free returns pick-up within 7 days of receiving your order to ensure that it arrives back in time.

To book a free return pick-up:
- sign in to the Site and go to My Account;
- under 'Orders' click on the 'Book a return collection' link next to the order you want to return;
- select the Products you would like to return and follow the steps to schedule a pick-up time and address.
We will e-mail you with your Returns Merchandise Authorisation (RMA) number, confirmation of your collection time and address, a booking reference number and returns documents. Print out the Air Waybill (AWB) and attach it to the outside of the parcel. There will also be a copy to give to the courier.

Do not seal your package until the driver has checked the contents. Should you have any doubt, do not hesitate to contact us at ecommerce@ambushdesign.com.

Once the return has been received at our warehouse and accepted by the Quality and Control team, the refund will be processed via the original payment method. The refund includes the full price for the Product(s) but not the delivery charges.

A pre-order is the reservation of an item that is not yet available for sale, but will be soon. Pre-order items are shipped upon the arrival of the products in the warehouse within the time that is stated on the item’s purchase page.
In pre-order purchases credit cards are debited at the moment the order is placed. Regarding order with available items and pre-orderable items, shipment will happen in 2 different phases: available merchandise will be shipped with standard shipping methods. Pre-orderable items will be shipped right after items are available in stock.

No, the shipping address cannot be modified. For any doubts, please contact us at ecommerce@ambushdesign.com.

When the order will be tendered to the courier, you will receive an email from the courier providing the tracking number (AWB) related to the order. To monitor the status of your order, you may visit the courier website and insert the AWB number in the “Track Your Shipment” area. 

Click on ‘Sizing & Fit’, then ' View Size Chart' on each item’s page to view our conversion chart. We also provide model measurements. For more information, do not hesitate to contact us at ecommerce@ambushdesign.com.