If your order includes one or more 24LAB personalised products, we cannot guarantee that changes or cancellations will be possible, as production starts immediately once the personalisation is confirmed.

If you need to change your shipping address or cancel your order, please contact us as soon as possible via chat or email. The sooner you get in touch, the more likely we are to be able to assist you before your order leaves our warehouse.

When contacting us by email, please use a clear subject line stating the change you need to make and include your order number. Please also have the email address used for the purchase ready.

Your order confirmation is automatically sent to the email address you provided during checkout.

If you can't find it, check your Spam or Promotions folder and make sure you entered your email address correctly. Your payment may also not have been successful due to a failed payment attempt, an incorrect CVV or a delay in bank authorisation.

If you still haven't received your order confirmation after 24 hours, check the payment status with your bank or payment provider, then contact our Support Team.

Use the categories and filters on our website to narrow down your choice based on capacity, insulation, personalisation, size and design.

For the search bar, use short and specific keywords, such as thermal, personalised, 500 ml or stainless steel, rather than full sentences.

For accessories, check the compatibility section on the product page to make sure they fit your bottle.

When your order leaves our warehouse, you will receive an email with the tracking number for your package, which you can use to track its journey.

The shipping status is usually available a few hours after receiving this email. If you need any assistance, please contact our Support Team.

Shipping is free for orders of €49 / £49 or more, excluding any coupons used and taxes.

For orders below this threshold, shipping costs vary depending on the destination:

• Italy: €4.90 / £4.50, including San Marino and Vatican City;
• Zone 1: €6.90 / £5.90, including destinations such as Austria, Belgium, France, Germany, Spain, the United States and Canada;
• other zones: shipping costs are shown directly at checkout.

For destinations outside the EU, customs duties, import taxes or other customs charges may also apply. These costs cannot be predicted or quantified in advance and are entirely the responsibility of the recipient.

Order preparation usually takes 1–2 business days, while delivery takes 1–3 business days in Italy and 1–5 business days in Zone 1 and Zone 2. For the rest of the world, delivery times may also vary depending on any customs procedures.

If your order is delayed, check the shipping status using the tracking information received by email. If there are no updates or you need assistance, contact us and we will check where your package is.

If you receive a damaged or incorrect product, or your order is incomplete,take photos of the product, packaging and parcel as delivered by the courierand contact us through the Support form, including your order number and the email address used for the purchase. We will help you find the most appropriate solution.

You can request a return within 30 days of receiving your order. Products must be unwashed, unused and not personalised, and returned in their original condition and packaging, including any accessories. If a return does not comply with these conditions, the customer will be responsible for the cost of reshipping the product.

Check the return costs applicable to your country in our Returns & Refunds Policy before registering your return. To register your return, log in to your account and follow the return procedure in the Orders section.

You will receive your refundwithin 5 business days after the quality check of your return, using the original payment method, unless you contact our Support Team before the refund is processed to request avoucher instead.

We do not offer exchanges. If you would like a different product, you can return the item and place a new order for the product you prefer. Please refer to our return procedure for more information.

You can pay for your order usingcredit or debit cards, PayPal, Klarna, Satispay, Scalapay, Shop Pay or Google Pay. Available payment methods may vary depending on your country.

For orders in Italy, the invoice is automatically issued through the electronic invoicing system. Make sure to enter your Codice Univoco SDI or Fiscal Code and complete billing details at checkout, otherwise an invoice will not be issued.

For orders outside Italy, contact our Support Team with your order number and complete billing details to request an invoice.

For information on VAT application, please refer to our Terms & Conditions.

Product prices are shown in EUR or GBP for customers shopping from the UK. Shipping costs are calculated and added at checkout.

For orders shipped outside the EU, import duties, customs fees and local taxes may apply and are entirely the responsibility of the recipient. These costs cannot be predicted or controlled by 24Bottles and may cause delays during customs clearance.

If the recipient refuses to pay the customs charges and the order is returned, any refund will exclude the original shipping costs and additional charges applied by the destination country.

For further information, please refer to our Terms & Conditions.