Support

🇮🇹 Free Shipping in Italy over €99

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

⚠️ Important Exceptions to Know

Excluded products: Some inexpensive but heavy items do not qualify for free shipping.
Always-free products: Other items always ship for free, even under €99.

Remote areas: Some hard-to-reach locations may incur additional costs.

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

📊 How to Calculate the Exact Costs

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

The system will immediately show you whether your location is in a remote area and what cost applies!

📅 Delivery Times

On the product page you can check an estimated delivery date.

🇮🇹 Shipping in Italy

Standard delivery: 3-5 business days from handover to the courier
Excluding: Saturdays, Sundays and public holidays
Hard-to-reach locations and smaller islands: Slight delays are possible

🇪🇺 Shipping in Europe

General delivery: 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.

📦 Countries we ship to

Orders can only be shipped to the countries included in the following list:

• Austria
• Belgium
• Bulgaria
• Croatia
• Cyprus
• Czech Republic
• Denmark
• Estonia
• Finland
• France
• Germany
• Greece
• Hungary
• Ireland
• Italy
• Latvia
• Lithuania
• Luxembourg
• Malta
• Netherlands
• Poland
• Portugal
• Romania
• Slovakia
• Slovenia
• Spain
• Sweden

🚚 Shipping Information

• Free shipping: available only in Italy when the required order conditions are met
• Outside Italy: shipping is always paid
• Restricted products: some items cannot be shipped abroad; availability varies depending on the product and the selected country

🌍 Useful Notes

• Shipping options and costs are shown directly on the cart page or at checkout
• If a product is not eligible for international shipping, the system will flag it automatically
• Delivery times depend on the destination country, the quantity of goods and the chosen courier

🔍 Full Shipment Tracking

Yes, you can monitor every stage of the shipment through several automatic notification channels.

📧 Automatic Notifications

Email with Tracking Code: When the package is picked up by the courier
SMS notification: When the package is "Out for delivery" in your area
Real-time updates: At every stage of transport

🔍 How to Check the Tracking

If you are registered: Log in to the "My account" section to see all your orders with their tracking codes

Without registration: Use the "Track your order" page by entering your order number and personal details

📍 You will follow every stage

Pickup → Transit through sorting centers → Final delivery

🎁 Gift Shipping: Full Service

Absolutely yes! We have also thought of those who want to give a special gift.

📦 How to Set Up Gift Shipping

On the "Checkout" page, go to "Checkout Details"
Tick "Ship to a different address?"
Also tick "It's a gift"
Add a personalized message in the order notes (optional)

🎊 What Happens with "It's a gift"

We do NOT include the summary with prices in the package
We include a card that says "Here's a gift for you"
We add your personalized message if you write it in the notes

💝 Final Result

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

🎯 Delivery to the Floor

Delivery is not made to the floor.
📦 The courier delivers only to the street entrance, i.e. the entrance of the address provided.

✨ This way the shipment still arrives quickly and with full tracking.

🆘 Delivery Issues: Immediate Solutions

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

🔧 First Solution - On Your Own

The courier usually sends a dossier code so you can unlock the shipment on your own. Check:

📧 Email (including spam/promotions)
📱 Received SMS
📍 Package tracking for courier notes

🆘 Second Solution - Dedicated Support

If you are still having trouble, our team will take care of:

• Following up on the shipment with the courier
• Filing a formal complaint if necessary
• Issuing a full refund if the delivery fails

💼 Your satisfaction is our priority - we will never leave you without a solution!

📦 Courier support contacts

✉️ SDA – Mail and Parcels Customer Service
- From an Italian landline: Free number 803 160
Available Monday to Saturday (except public holidays), from 8:00 to 20:00.
- From mobile and landline (Italy and abroad): +39 06 4526 3160
The cost of the call depends on your phone operator.
Available Monday to Saturday (except public holidays), from 8:00 to 20:00.

🚚 BRT
BRT Customer Service

🚛 Passalacqua Trasporti
Phone: 091.6376662 – 091.6376430 – 091.5070899 – 091.2523974 – 3393481559
Fax: 091.6374402
Email: palermo@passalacquatrasporti.it

⚠️ Order Changes: Important Limitations

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

🔄 If you ordered the wrong product

Request immediate cancellation of your current order
You will receive a full refund
Place the order again correctly
⏰ Act right away, before shipping, to avoid extra costs

➕ If you need to add products

Place a second, separate order. It is not possible to add items to an order that has already been confirmed, but you can make multiple purchases without any problems.

💡 Tip

Always check your cart carefully before checkout to avoid any inconvenience!

⏰ Address Change: Timing Is Crucial

Yes, it is possible, but timing is essential for the operation to succeed.

✅ Ideal Scenario - Before Shipping

If you act within a few hours of placing the order and the package has not yet been handed over to the courier, we can change the address immediately and without any problems. 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 state your order number
Provide the complete new address

🚀 Recommendation

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

✅ Cancellation Before Shipping

Order cancelled immediately
Full refund for the goods
No additional costs
Quick and hassle-free process

📦 Cancellation After Shipping

Refuse the package upon delivery - simply saying "I refuse it" is enough
The package will automatically return to our warehouse
Refund for the goods (excluding shipping costs)
No complicated procedures for you

💼 Guaranteed Professionalism

In both cases, your refund is 100% guaranteed!

⏰ Right of Return: 14 Days

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

✅ Intact and unused
✅ Complete with its original packaging
✅ With the original label
✅ With undamaged wrapping

📮 Return Address

Terranova Alimenti SRL
Via Gustavo Roccella 269
90128 Palermo PA - Italy

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

💰 Refund

As soon as the package arrives at our warehouse, we immediately issue the refund. Return shipping costs are borne by the customer.

🔄 Non-Conforming Product - Free Replacement

No problem! If the product you received does not match the one you ordered, we will replace it immediately at no additional cost.

📞 How to Proceed

Contact customer support immediately
Select "Product does not match the order"
Provide your order number
Specify the product you should have received

📸 Mandatory Photo Documentation

1️⃣ Photo of the entire box/pallet received
2️⃣ Full photo of the non-conforming product
3️⃣ Photo of the product batch/code
4️⃣ Photo highlighting the non-conformity

🚚 Replacement Process

1. Once the documentation has been verified, we send a courier to collect the item
2. We immediately ship you the correct product
3. Zero additional costs for you!

💳 Available Payment Methods

• Klarna - Split your order amount into 3 easy instalments!
• Credit or Debit Card - Visa, Mastercard, Maestro
• Satispay - Italian payment app
• Apple Pay and Google Pay - Fast and secure payment
• PayPal - Buyer protection included
• Bank Transfer - Your order will be shipped after payment is received. Include your order number in the transfer reference.
• Cash on Delivery - Available only for Palermo and surrounding areas

If you choose advance bank transfer as your payment method, the bank details will be shown right after you complete your order. You will also receive an order confirmation email containing the IBAN needed to make the payment.

📌 Your order will remain on hold until we receive the payment. In the meantime, you can send a copy of the document proving the transfer, including the CRO code, to: supporto@kalsa.store

❗ If you have trouble finding the IBAN after completing your order, please fill in the contact form selecting “I had a problem with the payment” as the reason.

We are here to help you complete your purchase with total peace of mind 💙

If you notice that the payment was charged twice, don’t panic 😅! Here’s what to do:

• 🔍 Check whether you accidentally placed two identical orders.

• 🧾 Review your bank statement or your payment method’s transaction history.

• 📩 Contact us right away through customer support, choosing “I had a problem with the payment” and attaching a receipt or screenshot of the charge.

Our team 💼 will check everything and, if the double payment is confirmed, we will refund you 💸 as soon as possible.

🛒 When placing your order: Make sure you select “Invoice” as the document type. It is the simplest and most direct way to receive it without any issues.

🤷‍♂️ Did you choose “Receipt”? No problem! You can still request the invoice within 48 hours of purchase. Fill in the contact form and choose "I want to receive the invoice for my order" as your request. Go to the form by clicking the button below 👇

In your request message, include the following details:

• 📦 Order number

• 🏢 Company name

• 🔢 VAT number

• 📧 PEC email or SDI recipient code

• 🏠 Full registered office address

⏳ Mind the deadline! If more than 48 hours have passed since your order, unfortunately it will no longer be possible to issue the invoice 😢