Send a message

    We will do our best to cancel your order.
    If the order has already been entrusted to the courier, just refuse the package upon delivery. Once the package has been returned to our warehouses, a refund will be issued for the goods that have been refused (excluding shipping costs).


    I have received damaged goods

    All merchandise is insured. To take advantage of this insurance it is essential that in the courier receipt you have specified "I accept subject to control".



    If you wish to claim a damaged or non-compliant product, please attach photos of the product in question




    I want to return the product

    Frequent questions

    Shipment

    The shipping cost is automatically calculated based on the weight and the destination area.

    After adding the products to the cart, the cost will be shown in the "Calculate shipping" section located at the bottom of the cart page.

    In the "Calculate shipment" section, enter all the required fields, including Country, Province, City and Post Code. and press "Update".

    In Italy delivery generally takes place within 3-5 days from delivery to the courier, excluding Saturdays, Sundays and holidays. For remote locations and smaller islands delivery may be slightly delayed.

    Throughout Europe delivery generally takes 5-10 working days.

    If the order is placed by 11:30 in the morning the goods will be entrusted to the courier in the afternoon of the same day.

    If the order is placed after 11:30 in the morning the goods will be entrusted to the courier the next day.

    Yes. When the package is taken over by the courier, it will be possible to monitor the shipment using the Tracking Code received by email.

    Change an order

    No, once the order has been placed it is no longer possible to change it.

    If you have ordered the wrong product you will have to cancel the order and repeat it.

    If you need to add a product you will need to place a second order.

    Yes. You will need to fill in the contact form by entering" Change your shipping address" or "Change your billing information" as a reason, specifying the order number.

    If the order has not yet been entrusted to the courier we will change the address.

    If, on the other hand, the package has already been entrusted to the courier it will no longer be possible to change the shipping address.

    If you want to cancel an order you must contact us via the contact form by selecting as motivation "I want to cancel my order", indicating the order number and the reason for which you intend to cancel the purchase.

    If the order has not yet been entrusted to the courier, the order will be canceled and a refund of the ordered goods will be issued.

    If the order has already been entrusted to the courier, just refuse the package upon delivery. Once the package has returned to our warehouses, a refund will be issued for the goods that have been refused (excluding shipping costs).

    Returns and complaints

    Yes. Within 14 days of receipt of the product, you have the right to return the purchased goods provided that the product to be returned is intact, complete with the original packaging and label, as well as packaging.

    To do this, it will be necessary to return the package to "Terranova Alimenti SRL, Via Gustavo Roccella 269, 90128 Palermo PA", adding a printout of the order received via email to the package. For safe packaging, we ask you to respect the Guidelines of Packaging. The costs for returning the products are charged to the customer.

    When the package is delivered to our warehouses, a refund will be made for the products purchased.

    If the product you have received does not comply with the one ordered, you must write to us via the contact form, selecting as the reason "Product not compliant with the order", indicate the order number, attach photos of the wrong product and indicate in the message the product you should have received.

    Once the error has been ascertained, a courier will be sent to collect the incorrect product, then the correct product will be sent to you at no additional cost, provided that the returned product is intact, complete with original packaging and label, as well as packaging.

    Other frequently asked questions

    • Apple Pay e Google Pay.
    • Satispay.
    • Credit or Debit Card.
    • Bank Transfer. (Your order will not be shipped until the funds have been transferred to our bank account.)
    • Payment on Delivery. (Only for Palermo and surroundings).

    To learn more, visit the General Conditions of Sale on Payments

      Absolutely yes . All the goods are insured and in order to be able to exercise the right to guarantee, during the delivery of the goods it is necessary to proceed as follows:
    • Sign the receipt of the courier with "control reserve".
    • Send photos of the package and of the damaged product by filling out the contact form

    Only after receiving appropriate documentation and confirming the damage, a refund will be issued or a discount code will be sent for an amount equivalent to the amount to be refunded.

    Registered office and warehouse address

    Via Gustavo Roccella 269, Palermo 90128

    Days and opening hours:

    From Monday to Friday

    8:00 – 12:30

    15:30 – 18:00

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