SHIPMENTS, RETURNS AND REFUNDS
Unless express delivery is requested at an agreed sales point, when ordering, we always ship the products purchased through the online shop with delivery by express courier.
From the receipt of the order we take max 24h to prepare your package and entrust it to the courier. Parcel deliveries are made by express courier within 2-5 working days, starting from the date of order confirmation.
No deliveries are made on Saturdays and public holidays.
For shipping costs we apply the following rates:
Standard Shipping *
Order amount Shipping costs
Up to € 99.99 € 8.00
Over € 100.00 free delivery *
* Promotion in progress: FREE shipping from € 40.00
Shipping with cash on delivery + € 5.00
(Belgium, France, Germany, Austria, Switzerland*, the Netherlands, Luxembourg, Sweden, Denmark, the United Kingdom - shipments to other destinations to be agreed)
Order weight Shipping costs
Up to 5 kg € 15.00
up to 10 Kg € 22.00
From 10 to 30 kg € 35.00
* Switzerland (non-EU) applies a customs clearance fee which provides for a surcharge on shipping costs starting from +. € 45.00.
Contact us for all other destinations, if in doubt or to confirm the rate!
Fixed transport fee for RETAILERS € 12.00 (Minimum order € 150.00 ** from the "Resellers Area")
** unless otherwise agreed
EXCLUSION OF THE RIGHT OF WITHDRAWAL
Being the sale of food products, which "risk deteriorating or expiring rapidly" being subject to alteration also as a consequence of inappropriate storage, for reasons of hygiene and customer protection, the right of withdrawal is not applicable. The right is therefore granted to return the purchased goods only for non-compliance of the order or products (ie for product or package manifestly damaged upon delivery or incorrect quantities and / or typology with respect to the order).
RETURN OF A NON-CONFORMING AND / OR DAMAGED PRODUCT
If you receive a manifestly damaged, non-compliant, defective or incorrect product, you can request a refund for the item by communicating it promptly in writing by mail and / or by telephone. The maximum term for the return of a non-compliant and / or damaged product is however 14 days from the receipt of the goods.
METHOD OF RETURN REQUEST
The right of withdrawal does not apply to our food products. Therefore, if the products are not visibly damaged, it is not possible to return the order.
To make a return, you need to follow these 6 steps:
1. After 24 hours from the receipt of the order, promptly communicate in writing by e-mail and / or by phone (mail: - whatsapp: 338.8749829), your return request by providing the data to trace back to the order, or personal data and order number. Then indicate the items you wish to return or replace, indicating the specific reason "Damaged, non-compliant or incorrect delivery" and attaching multiple images including both the item in question, in which the defect is clearly visible, and the entire goods receipt.
2. Check your e-mail box, where you will receive an e-mail containing the return form and the address to send it to.
3. Print the return form and insert it in the box containing the products to be returned in the original packaging: the products must be returned in the same conditions in which they were received.
4 .. Apply a label with our address on the outside of the box.
5. Deliver the package to the shipper and keep the receipt of the shipment.
6. In the case of a return for a manifestly damaged, non-compliant, defective or incorrect product, we reserve the right to reimburse the defective item only after receiving the product at our office and only after carrying out the appropriate quality checks, to verify the actual non-compliance of the returned product. In the event that the non-compliance of the product is ascertained, we will proceed with the refund with the same payment method used for the purchase (credit card, prepaid, PayPal, etc.) or with another agreed method or we will replace it in full of the product supplied.