Shipping and returns
Here you find how we ship, what it costs, how to follow your parcel and what to do if you change your mind. The full legal rules are in the Terms and conditions of sale; this page is the practical guide.
Where we ship
We ship throughout Italy. For now we do not deliver abroad.
Rates and delivery times
| Service | Cost | Usual delivery time |
|---|---|---|
| Standard | €6.99 | 3-5 working days |
| Express | €12.99 | 1-2 working days |
| Cash on delivery (payment collected on delivery) | €3.00 extra | same as the chosen service |
Standard shipping is free when the amount of the products, after coupons and discounts, is €50.00 or more. Paying with a gift voucher does not reduce the reference amount. Express is always charged. The order summary shows you the costs before you submit your order, and in the basket a bar shows how much is left to reach free shipping.
We hand our parcels to a national express courier.
Tracking
When your parcel leaves, you receive an email with the shipment number and, if the courier provides it, the link to follow it. You can also use the "Track order" page: enter the order number and the email you used to buy.
Cancelling an order
As long as the order has not left, you can cancel it yourself, from your account or from the link in the confirmation email, with any payment method. If you prefer, write to info@frantoiocarrozzino.it with the order number. Once shipped, an order can no longer be cancelled: withdrawal remains. The timing and method of refunds are in section 8 of the Terms and conditions of sale.
Withdrawing from your purchase
You have 14 days from delivery to change your mind, without having to explain why.
- Within 14 days of delivery, open the order page and use "Withdraw from the contract here": choose the products to return and confirm. You reach it from your account, from the link in the confirmation email or from "Track order", even without an account. If you prefer, write to info@frantoiocarrozzino.it with the order number and the products, using the form at the end of the Terms and conditions of sale if you wish.
- You receive an email confirming the withdrawal, with the address to send the products to. The withdrawal takes effect from your notice.
- Pack the products with care and send them within 14 days of your notice. The cost of returning the products is yours. Keep the proof of postage.
- When the parcel reaches the mill, we check the products and start the refund.
Cosmetics and opened products. You cannot return a sealed cosmetic once you have opened it, for reasons of hygiene. For opened oil and dressings, we may deduct the diminished value from the refund. The details are in section 9.4 of the Terms and conditions of sale.
You can return all the products in the order or only some of them. Say which ones in your email.
Refunds
We refund you within 14 days of your notice of withdrawal, using the same payment method as the order. We may wait until we have received the products or proof that you have sent them. The refund includes standard shipping and the cash on delivery charge, if you paid them; if you chose express, the difference remains at your expense. If you paid by cash on delivery, we refund you by bank transfer, at no cost to you: we ask for your IBAN in our reply. The time for the money to arrive then depends on your bank.
If the product arrives damaged
If you open the parcel and find a broken bottle or a spoiled product, keep the packaging. Photograph the packaging and the contents and write to info@frantoiocarrozzino.it with the order number. We look at the photos and tell you how to proceed. You are still entitled to the legal guarantee of conformity (section 10 of the Terms and conditions of sale).
How to reach us
For any question about an order, write to info@frantoiocarrozzino.it or call +39 0985 806580. We answer Monday to Friday from 9am to 6pm and Saturday from 9am to 1pm. Keep your order number at hand: it lets us find your request straight away.