Delivery is free for orders over € 199.
For orders less than € 199, there are separate delivery charges depending on the delivery area. The costs are as follows:
Zone 1 € 9.90
Zone 2 € 12.50
Zone 3 € 15.00
Zone 4 € 17.50
Zone 5 € 22.00
You can check what zone your country belongs to by clicking here.
Are any customs duties to be paid by the customer?
Customs duties and/or taxes may be levied, as applicable in the country of destination, on goods delivered outside Italy. Any customs duties are the sole responsibility of the customer. RelaxsanShop cannot establish or control the customs duties imposed by the destination country. Should the customer refuse to receive the order due to customs duties, RelaxsanShop will recall the order and the customer will be reimbursed without the transport costs and possibly all the costs relating to the return process.
How can I check the status of my order?
You can check the status of your order by accessing your account or by clicking here.
I did not receive an order confirmation e-mail
If you have placed an order and your payment was successful, but you have not received our confirmation e-mail, please check your spam or junk mail box. If you find our e-mail in the spam folder, please mark our e-mail address as “trustworthy” so that you will always receive our communications correctly. If you do not find the order confirmation in your spam mailbox, contact us here.
Will I receive an e-mail confirming my order?
If your order is successful, you will receive a confirmation from us by e-mail with a summary of your order showing the items purchased and the billing and shipping details.
Will I receive tracking for my order when it is shipped?
Yes, we always provide the customer with the tracking code for the order. You will also receive constant notification by e-mail on the progress of your order.
Has my order been sent?
If your order has been sent, you should have received our confirmation by e-mail with the Tracking Code of the courier company appointed, which will allow you to follow the delivery progress of your order. The tracking code will be active within 12 hours of receipt and by clicking on it you can see the approximate delivery date provided by the courier. If you have created an account, you can see if your order has been sent in the “my orders” section.
Is it possible to give the courier a delivery time?
No, it is not possible to give the courier a delivery time. The couriers have a certain area to serve on a daily basis where they make deliveries and collections, and on the basis of this the various deliveries are organised. If the courier fails to locate the recipient at the delivery time, the delivery will usually be rescheduled for the next business day. In any case, you may indicate a preferred delivery time, which will be communicated to the courier. WARNING, this does not constitute an obligation for the deliverer.
Will the courier call me before the delivery?
No, the courier is not required to notify the recipient by telephone before delivery. You can include this indication in the notes of your order, which will be reported to the courier, but this does not constitute an obligation for the deliverer.
I have received a damaged, faulty or wrong item. What do I do?
If the product you have received does not conform to your order or has a defect, you can return the product free of charge within 15 days. You can make the return by accessing the “make a return” section or by clicking HERE. Select the order and the item you wish to return specifying the reason for your return, follow the instructions and return the product free of charge. We will refund you as soon as possible. Please note that exchanges are not possible.
My order is incomplete. What should I do?
If you have received an incomplete order, please contact our customer service by writing to info@relaxsanshop.it indicating the order number and the unreceived item. We will rectify this as quickly as possible.
Can I change my delivery address?
If your order has not yet been sent, you can change your delivery address by contacting our customer service by writing to info@relaxsanshop.it.
You cannot change the delivery address if your order has already been sent.
What are the delivery times?
At the time of ordering, indicative delivery dates are shown on each product sheet. Delivery is usually within 24/72 working hours (depending on the delivery location) from when the order is entrusted to the courier.
Are deliveries also made on public holidays?
No, couriers do not deliver on public holidays, Saturdays and Sundays. Deliveries are made from Monday to Friday.
There was no tax receipt in the parcel.
The tax receipt is not included in the package, but is always available and can be downloaded from “my orders” section of your account. If you have not created an account, please remember that a receipt is always sent by e-mail as soon as your order is sent.
Where can I find the tax receipt?
The tax receipt will be sent to you by e-mail after your order has been sent.
If you have created an account, you can also download and print it yourself from the "my orders" section or by clicking here.
What courier company do you use?
The approved couriers to which we entrust our deliveries are TNT and DHL. The use of one or the other courier is at the discretion of RelaxsanShop.
I have purchased items with different delivery times, when will my order be sent?
If different delivery times are indicated on the product sheet for the items purchased, the order will be sent within the time indicated for the item with the most extended delivery time.
What are payment methods are accepted?
You can select from various payment methods:
1) Credit/pre-paid credit card
2) PayPal
3) Bank Transfer
If I pay by bank transfer, how soon will I receive my order?
If you choose to pay by bank transfer, the processing time of your order will be slightly longer as the goods will only be sent once your payment has been credited to our account.
It usually takes between 2 and 4 business days for the transfer to be received (even if it is immediate). However, for faster delivery, you can send us your payment in advance by e-mail.
Can I use my fidelity points to pay for my order?
Fidelity points are a real cash discount, so you can use them to “pay” for part or all of your order (depending on how many points you have available). You can also decide not to use them and continue to collect them, or to use only a part of them.
Are the products available on RelaxsanShop Italian?
All the articles you find on Relaxsanshop are Made in Italy. The products are all made directly by our company.
How do I choose the correct size of an article?
In order to choose the correct size, please refer to the size table on the product page of your interest. Click on “find your size” to open the size table.
Compare your measurements with the table to find the most suitable size.
Where can I find the size table?
On each product page you will find the corresponding size table by clicking on the “Find your size” link.
How do I take my measurements correctly?
To choose the correct size, it is essential to take your measurements correctly.
Check out our video tutorials to get the most out of your measurements.
If you have difficulty, have someone help you take the measurements so they are more accurate and remember to take the measurements in the morning when the limb is not swollen.
How to take leg measurements when choosing RelaxSan tights or stay-ups?
Please watch our tutorial to take all the correct measurements to select your tights or hold-ups size:
How to take leg measurements when choosing RelaxSan knee-highs?
Please watch our tutorial to take all the correct measurements to select your knee-highs:
How can I put on the RelaxSan elastic stockings easily?
A few simple steps make it easier to put on the RelaxSan elastic stockings, you can find out about them by watching our tutorial:
How can I put on the RelaxSan elastic stockings easily?
A few simple steps make it easier to put on the RelaxSan compression knee-highs and socks. Watch our tutorial:
How is the white sock liner contained in the RelaxSan open toe medical stockings used?
In all open-toe articles of the medical line you will find a practical fabric sock liner that makes it easier to put the product on. To see how, watch our tutorial:
How is an elastic sock worn correctly?
Wearing RelaxSan compression stockings in the correct way, facilitates this difficult operation, guaranteeing a correct functioning of the garment and greater comfort.
a) Gently turn the upper half of the sock over towards the heel and slide it over the foot.
b) Insert your foot into the toe of the stocking. Gently slide the stocking in the correct position over your heel.
c) Using your palms, delicately slid the stocking up to the knee.
d) Do NOT pull the stocking from the top elastic.
What is the difference between medical treatment stockings and inpatient thrombosis stockings?
There is often confusion about which product to buy, particularly if the doctor has indicated the use of “anti-thrombosis” stockings. All medical stockings with precise compression classes are in themselves anti-thrombosis stockings, as one of their effects is precisely to prevent the occurrence of blood clots in the persons using them. The differentiation you find on RelaxsanShop helps you to select the product based on your intended use. In fact, according to the purpose of your use, the product although having the same compression in the ankle, has different structural characteristics. If you need to use Elastic Thrombosis Stockings on a daily basis, to treat a particular condition, then your choice will be made under “Curative Medical Stockings”. If, on the other hand, you have to undergo an operation, or need to be hospitalised and, therefore, spend a lot of time bedridden and unable to move, then the elastic stockings you need can be found under the “Anti-thrombosis stockings for hospitalisation” section.
What is the difference between the 4 lines of medical stockings available? Classic, Soft and Cotton and Silver?
On Relaxsanshop you will find different lines of medical stockings named Classic (or Basic), Soft (or Microfibre), Cotton, and Silver
With the same model and compression, there is a distinction between these lines due to various factors including the different processing, the different type of fibre from which they are made and a difference in the durability of the garments. The differing product features also result in a difference in price. Classic (or Basic) Line: The products belonging to the Basic line are only available in our shop in an open toe version and only in Beige. These articles are the classic circular weave articles found on the market. Their design is known as “'double-covering”' because of the double layer of fibre. This particular structure gives the product the following features: The garment has a considerable thickness and is completely opaque. Its design makes it heavy and “difficult” to put on. Thanks to these features, this line has a compression life of about 7 to 8 months. Duration in terms of compression means the time for which the sock maintains its compression at the ankle. Soft (or Microfibre) Line: The products belonging to the Soft line are available in our shop in pointed and closed toe versions in Beige and Black. These articles are also made with a circular weave but with high-quality microfibre. Their design is known as “'single-covering”' because of the single layer of fibre. This particular structure gives the product the following features: The garment is not very thick, it is opaque but not as heavy as those of the basic line. Its design and the type of thread with which it is made is an excellent combination of quality and comfort. Microfibre is very soft to the touch and this line is easier to put on than classic products. The fibre also makes the products particularly suitable for use in cold weather, as microfibre is one of the warmest fibres. When chosen in black, this line can also be worn as an outerwear, thanks to the remarkable opacity and softness of the garments. The Soft Microfibre line has a compression life of about 5/6 months. Duration in terms of compression means the time for which the sock maintains its compression at the ankle. Cotton Line: The products belonging to the Cotton line are only available in our shop in pointed and closed toe versions in Beige and Black These articles are also made with a circular weave but with more than 50% high-quality cotton. Their design is known as “'single-covering”' because of the single layer of fibre. This particular structure gives the product the following features: The garment is not very thick, it is opaque but not as heavy as those of the basic line. Its design and the type of thread with which it is made make this line an excellent combination of quality and comfort. Furthermore, the cotton fibre in contact with the skin makes it particularly suitable for people who prefer natural fibres, both in terms of style and need. The cotton they are made of makes the garment suitable for even the hottest periods, as it is a natural fibre that is highly breathable and absorbs perspiration. The Cotton line has a compression life of about 5/6 months. Duration in terms of compression means the time for which the sock maintains its compression at the ankle.
What is the difference between an open toe elastic sock and a closed toe elastic sock?
The product difference between open or closed toe has no functional implications on the effectiveness of the product. The choice of one or the other version is mostly a subjective choice. The open-toe model is often used in cases of bunions. The tip, in closed models, is made of soft fabric without any compression to avoid pressure on the toes.
What is the difference between 280 den hold-ups and 280 den garter stockings?
The difference between the models is in the support they use: the stay-ups have the classic silicone hypoallergenic band, while the garter model has a smooth band without silicone. To use this type of product it is necessary to use a garter strap that you can find on Relaxsanshop in the accessories section or by clicking here.
What is the difference between the 140 den preventive product and the 140 den PLUS?
In the 140 den preventive stockings line you can find two types of products that look the same but differ in compression. Compression is not the result of the product denier. We can say, in simplified terms, that the denier identifies the heaviness of the stocking. Our 140 denier line is available in two different compressions: 18-22 mmHg and 22-27 mmHg. The Plus line is ideal for those who want stronger, more decisive compression without sacrificing the lightness and practicality of 140 denier garments. It is also suitable for those who usually use the 280 denier model but find it difficult to cope with the heaviness of these products in hot weather. In this case, the 140 den PLUS provides the same pressure but is lighter.
What is the difference between the different lines of preventive stockings?
You can find different lines in the preventive stockings section with the same compression, differing from each other in the type of fibre they are made of. The various fibres give the product different features:
Basic Model. This is the classic model, mainly for women, characterised by a micro-mesh weave. It is slightly shiny and is suitable in all seasons. It is not sheer and not particularly opaque.
Microfibre Model. These models are made of high-quality microfibre, which makes the garments especially suitable in cold weather, as they are warmer and more opaque. They are softer and easier to wear than the basic model.
Prestige Model. The items of this line are made with a denser micro mesh than the other models. They are more opaque and have a matt effect. At first glance they appear very small, as they have a much higher stretch capacity. The prestige stockings are the only ones in the line with a low to medium level view, while the hold-ups have a higher and more comfortable patterned flounce.
Multi fibre Model. The articles in this line are the most suitable for hot weather, as they are very light and have a transparent and sheer effect. However, their lightness also makes them more delicate and less durable than the other lines available.
How long does a compression stocking last?
When asking about the duration of compression stockings, it is important to be clear that we are referring to the duration of stated compression at the ankle. Because they are medical devices, all Relaxsan stockings have a certified ankle compression. This compression is reduced with the wear of the garment over time. A garment may remain intact for a year, but will in any case lose its compression after a specific period.
How often should a preventive stocking be replaced?
Preventive stockings usually have a duration in terms of “compression” of about 3 months. After this time, the product gradually begins to lose the compression exerted on the ankle, although the garment remains intact.
Therefore, we suggest replacing the preventive stockings after about 3 months of use.
How often should a medical stocking be replaced?
The Relaxsan medical stockings, depending on the workmanship with which they are made, have a duration, in terms of compression, which varies between 5/6 months and 7/8 months.
After this time, the product gradually begins to lose the compression exerted on the ankle, although the garment remains intact. In order to always use a garment with the correct compression needed for the pathology to be treated we suggest to replace Relaxsan medical stockings after 5/6 months (for SOFT and COTTON models) or after (7/8 months for CLASSIC model).
What advantages do I have if I create an account?
By creating an account on RelaxsanShop you can accumulate fidelity points that will entitle you to cash discounts that you can use at any time. You can accumulate points in several ways (with purchases, with personalised codes that you find in our newsletters, or by recommending products). You can also always check the status and the record of your orders, easily reorder your favourite products and download your tax receipts yourself.
I can’t remember my password
If you have forgotten your password, go to the “access” section and click on “Have you forgotten your password?” or click here: here.
You will need to enter the e-mail address used to register on our website.
After having clicked on send, you will receive an e-mail containing a link to reset your password.
Do discount codes expire?
Some discount codes linked to time-based promotions have a limited duration. Other codes can be used at any time and do not expire. The validity date of your discount code is always specified in the e-mail you receive.
What are fidelity points?
Fidelity points are a cash credit that can be spent at any time, with no strings attached, and can also be used in conjunction with promotions or discount codes. You can only accumulate and redeem points by creating an account.
Click here to find out how you can collect points.
I have fidelity points, how can I use them?
When completing your order, in the PAYMENT METHODS section, you will find a space for fidelity points. In order to redeem them, you have to flag “Do you want to use your fidelity points?”. You can also decide how many points to use.
How do I know how many fidelity points I have?
You can see your fidelity point balance by accessing your account and going to the “collecting points” section or by clicking here.
Can I use the fidelity points if I do not have an account?
No, if you have not created an account you cannot access the “collecting points” section.
I have a discount code, how can I use it?
You can use your discount code by entering it in the space provided in your shopping cart.
Can I use two discount codes at the same time?
No, you cannot use two different discount codes on the same order.
You can choose which of the two to use.
Do fidelity points have an expiry?
No, the fidelity points on RelaxsanShop do not have an expiry.
I have subscribed to the newsletter, does that mean I have created an account?
No, subscribing to the newsletter does not automatically create an account. Subscribing to the newsletter allows you to receive our communications of a promotional nature and many discounts dedicated to our community.
If I create an account does that mean that I have automatically subscribed to the newsletter?
No, creating an account does not automatically lead to subscription to the newsletter. To subscribe to the newsletter you must fill in the form on the homepage or by clicking here.
I placed an order as a guest and then created an account, but I cannot find my order in the record.
If you have created an account after placing a guest order, it will not be visible in your order record, and will not be linked to your account.
Can I return a product?
Yes, returns are always permitted within 15 days of receipt of the goods.
Are the return costs charged to the customer?
Yes, return costs are borne by the customer, who can make the return using the courier and the company preferred.
How can I make a return?
Before proceeding with your return, please fill in the “make a return” section or click
Enter the order number (including the 0s) or the tracking number of the order.
Select the product(s) to be returned.
Select the reason for the return (it is important for us to know the reason for the return to improve products and/or the service).
Check all details, shipping address and e-mail address.
If the order was paid with a Bank Transfer, enter the IBAN and the name of the holder of the current account (otherwise the refund cannot be made!)
Ship the goods, properly packed, to our warehouse at the following address: Calze G.T. SRL - Via Tobagi, 17/21 – Casaloldo (MN) 46040 – Italy
Using the tracking code given, it is possible to check the progress of the return. A refund will be issued within a maximum of 5 business days from receipt.
How much time do I have to make a return?
The time limit for exercising the right of withdrawal is 15 days from receipt of your order, the return procedure cannot be activated after this time.
Can I exchange an item?
No, item exchanges are not provided for.
You can only make a return for which we will issue a refund.
I want to return a product and replace it with another, is that possible?
No, our return policy only provides for a refund of the amount paid. You cannot exchange the product for another model/size or colour when returning the product. In this case you will have to place a new order.
If I make a return, do I get a refund on the shipping costs?
Yes. If your order included an initial shipping fee, you will be refunded this fee along with the value of the returned product upon return.
If I make a return, how quickly can I get a refund?
If you have made a return, we will process your refund within a maximum of 5 business days of receiving your package at our warehouse.
Why do I have to wait for you to get the returned goods to get my refund?
Before issuing a refund we have to check which and how many products have been returned and also verify their integrity.
How many days after receipt of the return is the refund made?
The withdrawal procedure is completed within 5 business days following receipt of your return at our warehouse. (If your return arrives at our warehouse on Friday, the refund will be made by the following Friday at the latest). You will receive an e-mail from us as soon as the return procedure is completed.
How do I get a refund if I paid for my order by bank transfer?
Refunds are made by bank transfer. In this case, you will have to fill out the specific section with your banking details and the holder of the current account.
How do I get a refund if I paid for my order with PayPal?
The refund will be made to your PayPal account.
How do I get a refund if I paid for my order with a Credit or Pre-Paid Credit Card?
The refund will be made to the credit/pre-paid card used for the initial payment. The crediting will be visible on the card statement, not on your current account. The time frame in which you will see the credit may vary depending on the card issuer.
