Support

🇮🇹 Free Shipping in Italy over €99

Shipping is free for orders over €99 within Italy, with some exceptions for remote areas.

⚠️ Important Exceptions to Know

Excluded products: Some low-cost but heavy items are not eligible for free shipping.
Always free products: Other items always ship for free, even under €99.
Remote zones: Certain disadvantaged locations may incur additional charges.

🌍 International Shipping
Europe and the rest of the world: Free shipping over €99 does NOT apply. Costs are always calculated based on destination.

📊 How to Calculate Exact Shipping Costs

Go to the cart page after adding products
Look for "CALCULATE SHIPPING" or "CHANGE ADDRESS"
Enter: Country, Province, City, and ZIP code
Click "Update" to see the final cost

The system will immediately show if your location is considered remote and what shipping cost applies!

📅 Customized Delivery Times

Each product has a personalized delivery estimate shown on its product page, based on the time of year and courier availability.

🇮🇹 Shipping Within Italy

Standard delivery: 3–5 business days from handover to the courier
Excludes: Saturdays, Sundays, and public holidays
Remote areas and minor islands: Slight delays may occur

🇪🇺 Shipping to Europe

General delivery time: 5–10 business days

⚠️ Important Note: Delivery times are not always predictable, as they depend on couriers and external factors (weather, traffic, holidays). Estimates are indicative.

🔍 Full Shipment Tracking

Yes, you can track every stage of the shipment through various automatic notification channels.

📧 Automatic Notifications

Email with Tracking Code: When the package is handed over to the courier
SMS Notification: When the package is "Out for delivery" in your area
Real-time updates: On every stage of the transport

🔍 How to Check Tracking

If you're registered: Log in to the "My Account" section to view all your orders with tracking codes
Without registration: Use the "Track Your Order" page by entering your order number and personal details

📍 You’ll follow every step: Pickup → Sorting centers transit → Final delivery

🆘 Delivery Issues: Immediate Solutions

Don’t worry! We have immediate solutions for any delivery problem.

🔧 First Solution – Self-Service

The courier usually sends a dossier code to unlock the shipment independently. Check:
📧 Email (including spam/promotions)
📱 Received SMS
📍 Package tracking for courier notes

🆘 Second Solution – Dedicated Support

If you continue to experience issues, our team will:

• Follow up with the courier to expedite delivery
• File a formal complaint if necessary
• Issue a full refund if delivery fails

💼 Your satisfaction is our priority – we’ll never leave you without a solution!

🎁 Gift Shipping: Full Service

Absolutely yes! We’ve thought of those who want to send a special gift.

📦 How to Set Up Gift Shipping

On the "Checkout" page, go to "Checkout Details"
Check "Ship to a different address?"
Also check "Is this a gift"
Add a personalized message in the order notes (optional)

🎊 What Happens with “Is this a gift”

We do NOT include the price summary in the package
We include a card that says “Here’s a gift for you”
We add your personalized message if written in the notes
Carefully curated packaging for a perfect gift experience

💝 Final Result: The recipient will receive a perfect gift package, with no price references and your heartfelt message!

⚠️ Order Modification: Important Limitations

No, it is not possible to directly modify an order once it has been confirmed. However, we offer alternative solutions:

🔄 If you ordered the wrong product

Request immediate cancellation of the current order
You’ll receive a full refund
Place the correct order again
⏰ Act quickly before shipping to avoid extra costs

➕ If you need to add products

Place a second, separate order. It’s not possible to add items to a confirmed order, but you can make multiple purchases without issues.

💡 Pro Tip: Always double-check your cart before checkout to avoid mistakes!

⏰ Address Change: Timing Is Crucial

Yes, it’s possible—but timing is key to ensure success.

✅ Ideal Scenario – Before Shipping

If you act within a few hours of placing the order and the package hasn’t been handed over to the courier yet, we can change the address immediately and without issues. This is the optimal situation!

❌ Problematic Scenario – After Shipping

If the package is already on its way to the original destination, it will no longer be possible to change the shipping address.

📞 How to Proceed

Contact customer support immediately
Select “Change shipping address” or “Change billing details”
Clearly specify your order number
Provide the full new address

🚀 Recommendation: Send your request as soon as possible to maximize the chances of success!

🚫 Order Cancellation: Two Possible Scenarios

To cancel an order, contact customer support and select “I want to cancel my order,” providing your order number and the reason.

✅ Cancellation Before Shipping

Order is canceled immediately
Full refund for the items
No additional costs
Quick and hassle-free process

📦 Cancellation After Shipping

Refuse the package upon delivery – simply say “I refuse”
The package will automatically return to our warehouse
Refund for the items (excluding shipping costs)
No complicated procedures for you

💼 Guaranteed Professionalism: In both cases, your refund is 100% guaranteed!

⏰ Return Policy: 14 Days

Yes, you have 14 days from the date of delivery to return the purchased product, provided that it is:

✅ Unused and in perfect condition
✅ In its original packaging
✅ With the original label
✅ With intact wrapping

📮 Return Address

Terranova Alimenti SRL
Via Gustavo Roccella 269
90128 Palermo PA

📋 Important: Include a printed copy of your order confirmation email inside the package and follow safe packaging guidelines.

💰 Refund: As soon as the package arrives at our warehouse, we will immediately issue a refund. Return shipping costs are the responsibility of the customer.

🔄 Incorrect Product – Free Replacement

No worries! If the product you received does not match your order, we’ll replace it immediately at no extra cost.

📞 How to Proceed

Contact customer support right away
Select “Product does not match the order”
Provide your order number
Specify the product you were supposed to receive

📸 Required Photo Documentation

1️⃣ Photo of the entire box/pallet received
2️⃣ Clear photo of the incorrect product
3️⃣ Photo of the product’s batch/code
4️⃣ Photo showing the discrepancy

🚚 Replacement Process

1. Once documentation is verified, we’ll send a courier to collect the item
2. We’ll ship the correct product immediately
3. No extra costs for you!

💳 Available Payment Methods

• Apple Pay and Google Pay – Fast and secure payment
• Satispay – Italian mobile payment app
• PayPal – Includes buyer protection
• Credit or Debit Card – Visa, Mastercard, Maestro
• Bank Transfer – Order will be shipped after payment is received
• Cash on Delivery – Available only in Palermo and surrounding areas

🛡️ Full Product Guarantee

Absolutely yes, you are fully protected. All goods are insured against damage and loss during transport.

📋 How to Activate the Guarantee

Upon delivery: Sign the courier’s receipt with “subject to inspection”
Documentation: Immediately send complete photographic evidence

📸 Required Photos

1. Photo of the entire box/pallet received
2. Clear photo of the damaged or missing product
3. Photo of the product’s batch/code for traceability
4. Detailed photo of the damage

⚡ Fast Resolution: After verifying the documentation, you’ll receive either a refund or a discount code of equal value.