Shipping, Delivery and Returns Policy

1. Scope

This policy governs shipping, delivery, pre-orders and returns for purchases made through the e-commerce website of [Company Name / Plasseria Pietrafitta] (the “Seller”).

2. Shipping and Order Fulfilment

2.1 Order processing

Orders will be processed and dispatched within a maximum of 72 (seventy-two) working hours from order confirmation, which coincides with receipt of payment by the Seller.

Orders placed on public holidays or at weekends will be processed from the next working day.

2.2 Shipping method

Orders are shipped by an express courier selected by the Seller.

Delivery times stated on the Website are estimates only and are not binding, as they depend on external factors beyond the Seller’s control, including the destination, logistics volumes, public holidays, weather conditions and exceptional events.

2.3 Delivery

Delivery is considered completed when the goods are made available to the Customer at the address provided at checkout.

The Customer is responsible for the accuracy of the shipping details provided when purchasing. Delays, failed deliveries or additional charges arising from an incorrect or incomplete address are not attributable to the Seller.

3. Pre-orders

3.1 Definition

A “pre-order” is the purchase of products that are not immediately available and are scheduled for dispatch at a future date.

3.2 Pre-order management

Pre-ordered products will be dispatched within the time window specified during the purchase process.

The Customer acknowledges and accepts that these dates are estimates and may change due to force majeure.

4. Shipping Charges

4.1 Standard rates

Shipping costs €7.00 (seven euros), applied uniformly throughout Italy unless otherwise expressly stated on the Website or in temporary promotional campaigns.

4.2 Cash on delivery

If the Customer chooses to pay cash on delivery, a fixed surcharge of €3.00 (three euros) applies.

4.3 Free shipping

Any days or periods during which shipping is offered free of charge will be expressly stated on the Website and/or through the Seller’s official communication channels. These offers do not apply retrospectively.

5. Right of Withdrawal and Returns

5.1 Food products

Under Article 59(d) and (e) of Italian Legislative Decree No. 206/2005 (the “Consumer Code”), the right of withdrawal does not apply to perishable goods or goods liable to deteriorate rapidly, or to made-to-measure or clearly personalised goods.

As the products sold by the Seller are food products and/or perishable, withdrawal and returns are not permitted, except where a product is damaged or does not conform to the order.

5.2 Non-conforming or damaged products

In the event of:

  • manufacturing defects;
  • a damaged product;
  • an obvious discrepancy from the order;

the Customer must report the complaint within 24 (twenty-four) hours of receiving the goods, providing:

  • the order number;
  • a detailed description of the issue;
  • clear and complete photographs of the product and the parcel.

The report must be submitted through official channels (email or a support form, where available).

Failure to meet this deadline will make it impossible to guarantee proper handling of the complaint.

Following verification, the Seller may:

  • arrange a replacement product; or
  • issue a refund where provided for by applicable law.

6. Limitation of Liability

The Seller is not responsible for delays or failed delivery attributable to:

  • errors in the address provided by the Customer;
  • force majeure events;
  • strikes, logistics disruptions or unforeseen circumstances;
  • actions attributable to the courier or appointed third parties.

7. Contact Details

For information about shipping, orders or after-sales assistance, the Customer may contact:

  • Email: [insert company email]
  • Phone / WhatsApp: [insert number]
  • Support hours: Monday to Friday, excluding public holidays