Shipping conditions

📦 SHIPPING TERMS

"Let's travel together, with clear rules of the game"

Our couriers (UPS, Bartolini, FedEx)   They do not consider food and beverages as ordinary goods . Here's what you need to know:

✔   What we cover :

• Professional shockproof packaging (tested for long journeys)

• Choosing the most reliable courier for your area

• 24/7 assistance for tracking

⚠   What is important to know :

1. Couriers do not guarantee delivery times   for food products

2. The goods travel at your own risk   (delays/damages are not compensable)

3. Only in case of obvious loss or physical damage   (with insured package) it is possible to request compensation

🔍   Why do we accept these conditions?
Because we believe that   a real product deserves to travel , even with some extra risks. If you prefer absolute safety, we recommend:

• Ordering non-perishable products

• Choose insured shipping (+€3)

"By signing the order, you confirm that you have read and accepted these conditions. Authentic Sicily is sometimes a bit rebellious, but it's always worth it."

Wine Shipping

For the delicate shipment of Sicilian wines throughout Europe we have decided to adopt the system of reinforced cardboard safety boxes.

Guaranteed departure Monday and Tuesday

Regardless of your delivery choices, we have decided to send orders on Monday and/or Tuesday of each week to avoid long periods of waiting of the goods in the courier's warehouses during the weekends.

Order Processing:

For orders placed from Monday after 6:00 PM to Friday, we process orders on Saturday and your shipments leave the following Monday.

For orders placed from Saturday to Monday before 6:00 PM, we process the orders on Monday and your shipments leave on Tuesday.

Departures always take place from our suppliers' warehouse. Precisely for this choice it is necessary to process unique shipments for each warehouse. Therefore if you place an order from multiple suppliers we must inevitably process multiple shipments.

Shipping Guarantee:

Our first goal is to let you taste unique, healthy and good Sicilian products and to do this we are committed to having the products arrive at your home in excellent condition! Our priority is to safeguard the product by ensuring its perfect conservation throughout the duration of the journey. We therefore package your products expertly using materials designed and reinforced for transport and for this reason we have chosen the best materials on the market. For our boxes and packaging materials we have chosen a high quality Italian manufacturer.

Shipping Responsibility:

Regardless of all our best choices, the best packaging, the best shipping company and the pick-up day for weekday delivery, once the goods are handed over to the courier, we are technically no longer responsible for them but we always purchase shipments with responsibility. This means that in the event of loss or damage caused by the courier, the transport company will refund us in full, as has already happened, the cost of the product and shipping. In this case, we only ask you to wait for the refund procedure to be completed and we will send your goods back to you.

In case of loss of a package:

Usually you receive a communication that the package is late. Don't worry, it can happen, but if it continues to be late, contact our customer service immediately, the package has probably been lost and therefore our support will immediately take action to accept what happened and, if necessary, request a refund.

In case of damage to the contents:

If unfortunately the goods (not perishable) should arrive damaged due to the fault of the courier, what should be done? In order to claim damage to the courier, it is necessary to build photographic documentation to demonstrate the damage.

1. Take photos of the package from different angles, including the label.
2. Take more photos of the inside of the package with the damaged goods, so that the damage is clearly visible.

Without this photographic evidence, the insurance is worthless and we cannot claim the damage.

Rethinking:

If after this negative experience, certainly frustrating due to the malfunction of the couriers, you would like to ask us for a full refund of the order I could understand. But in this specific case, (goods damaged during transport, excluding perishable goods) we cannot refund the value of the order as we do not assume responsibility for damage to goods caused by the courier.

In any case, our customer support will always try to recover the lost or damaged goods (with the exception of fresh and frozen products), immediately after the verification and the entire refund procedure, we will send the goods back.

So please do a lot   ATTENTION, upon receipt of parcels always check the external condition of the boxes and if necessary accept delivery with reservation.

Right of withdrawal

Pursuant to art. 59 of Legislative Decree 21/2014, the right of withdrawal is excluded in the following cases:

• - order of Products packaged to measure or clearly personalized;

• - ordering Products that are liable to deteriorate or expire rapidly;

• - order of sealed Products which are not suitable for return for hygiene or health protection reasons or which have been opened after delivery.

With reference to the cases of exclusion of withdrawal listed above, the Customer, in particular, is informed and accepts that among the Products that "risk deteriorating or expiring rapidly" are included all food products (including wines, spirits and beverages), as the characteristics and qualities of these types of products are subject to alteration also as a result of inappropriate storage.

Therefore, for reasons of hygiene and customer protection, the right of withdrawal is not applicable to food products (including wines, spirits and beverages), but is applicable only to products purchased on the site that can be returned to their respective suppliers and put back on the market without danger to the health of consumers (such as books, gadgets, kitchen utensils, etc.).