SHIPMENTS, RETURNS AND REFUNDS
Unless delivery to an agreed point of sale is expressly requested, at the time of the order, we always ship the products purchased through the online shop with delivery by express courier.
From receipt of the order we take up to 24 hours to prepare your package and entrust it to the courier. Packages are delivered by express courier approximately within 1-3 working days, starting from the date of confirmation of the order.
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 € 45.00
Shipping with cash on delivery + € 3.00
Shipping Venice Lagoon and Minor Islands + € 23.00
(Belgium, France, Germany, Austria, Switzerland *, Netherlands, Luxembourg, Sweden, Denmark - 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 an increase on shipping costs starting from +. € 45.00 and the United Kingdom + € 30.00.
Contact us for all other destinations, in case of doubts or to confirm the rate!
Transport fee for RETAILERS from € 10.00 (order from "Dealers Area")
Order amount Shipping costs
Up to € 149.99 € 10.00
From € 150.00 to € 249.99 € 15.00
From € 250.00 to € 499.99 € 22.00
From € 500.00 € 28.00
EXCLUSION OF THE RIGHT OF WITHDRAWAL
Since these are the sale of food products, which “risk deteriorating or expiring rapidly” as they are subject to alteration also as a result 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 goods purchased solely for non-conformity of the order or products (i.e. for product or package manifestly damaged upon delivery or quantities and / or incorrect type with respect to the order).
RETURN OF A NON-COMPLIANT AND / OR DAMAGED PRODUCT
If you receive a clearly damaged, non-compliant, defective or incorrect product, you can request a refund of the item by promptly communicating it in writing by email and / or by telephone. The maximum term for the return of a non-compliant and / or damaged product is in any case 14 days from receipt of the goods.
RETURN REQUEST METHOD
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 receipt of the order, promptly communicate in writing by email and / or by telephone (email: firstname.lastname@example.org - whatsapp: 338.8749829), your return request providing the data to bring back to the order , or personal data and order number. Then indicate the items you want to return or replace, indicating the specific reason "Damaged, non-compliant or incorrect product" and attaching more images including both the article 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 place it inside the box containing the products to be returned in their original packaging: the products must be returned in the same condition 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 shipping receipt.
6. In the event of a return for a product that is manifestly damaged, non-compliant, defective or incorrect, we reserve the right to refund 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-conformity of the returned product. In the event that the non-conformity of the product is ascertained, we will make the refund with the same payment method used for the purchase (credit card, prepaid card, PayPal, etc.) or with another agreed method or we will provide for the complete replacement of the supplied product.