Never again
I ordered two porcelain plates (La Porcellana Convivio Piatto da Portata, 4 Pezzi, in Confezione Regalo, Colore Bianco, 26 cm). Due to completely inadequate packaging, one of the plates arrived in shards. I contacted customer support; they advised me to return the broken plate as a "reso senza etichetta". I wrote back, asking whether they really wanted me to return the shards. No response. I wrote again, asking for the courtesy of a response. This time, I did receive a response, confirming that, yes, I needed to return the shards ("ai fini assicurativi"). Vabbe'. Following the instructions, I carefully packed the shards ("per evitare danni durante il trasporto") and shipped the package at the nearest PuntoPoste. That happened on January 17. Two weeks later, and absent any reaction from Klavius, I contacted customer support once again, asking about the status of my refund or substitution. They replied, saying that a reimbursement was issued on February 2. Che sollievo! I proceeded to order my second plate on Amazon, where it cost two euros less, shipped immediately, and arrived within two days. Klavius will not hear from me again.