Shipments, returns and refunds
Parcel preparation and shipment
Your order will be handled and shipped in 1-2 working days from receipt of the order, barring unforeseen circumstances.
We ship worldwide; shipments within Europe will be handled with the main express couriers including FedEx, DHL, UPS, DPD, BRT. In the case of goods on pallets, we will use dedicated logistics couriers.
Domestic shipments will be handled with SDA, BRT, GLS, DHL, FEDEX, UPS.
We do not ship by traditional postal service.
In the checkout phase and before payment, the user can select the desired express courier and the relative shipping rate will be displayed.
The calculation of the amount is always based on the actual weight of the goods, whether for single or multi-piece parcels or pallets.
For shipments outside the EU, delivery times may be extended based on any customs formalities/controls upon entry of the goods into the destination country. This timing cannot be calculated and cannot be predicted in advance.
We will not be held responsible for delays due to transport service providers; we offer support in resolving such issues but these cannot be attributed to us in any way.
Returns
The return of goods must always be authorised in advance.
It is possible to make a return request from your personal area of the website, no different methods of return/refund request are authorised.
We would like to inform our customers that according to the law in force in the Italian territory, the return of goods on foodstuffs is categorically not allowed.
In order to obviate this prohibition, it is possible to purchase "All in insurance" during the order phase. With this insurance, the user will be able to take advantage of the return of goods even if they are foodstuffs, furthermore in case of non-compliance of the goods, the return will be free of charge (even international).
Please note that the expiry date of the products received cannot contribute to the return/refund request, whether or not there is the "all in" insurance.
Refunds
Any refunds will be made within 5 working days of receipt at our warehouse of the relative goods, previously checked. Refunds may take up to 15 days depending on the payment gateway used by the customer at the time of payment.
For purchases made and paid for by bank transfer, it will be necessary to send your IBAN on which to make the refund payment.
The customer is responsible for the accuracy and completeness of the delivery information entered during the order process, including address, name, intercom, postal code, city, province, and telephone number. The telephone number is requested solely to allow the courier to handle any delivery-related issues. In the event of non-delivery due to incorrect or incomplete information, the recipient's absence, failure to collect the shipment, unavailability, or inability to contact the courier, any storage, redelivery, return to sender, and reshipment costs will be borne by the customer. If the customer requests cancellation of the order after the goods have been returned to the sender, the refund will be made net of any shipping, storage, and return costs actually incurred and documented, unless otherwise required by law.