COSTUMER CARE
faq
Here you can find the answer you are looking for. If not, do not hesitate to contact us by sending us an email.
Shopping
HOW TO ORDER
To make a purchase on loscrignodinebbia.com you must register. Registering on the site allows us to offer you a better service as well as giving you the opportunity to receive discount coupons, set up your payment methods, keep your order history, etc.
Creating your personal account is simple and free. You can do this in two ways:
- Before making your first purchase:
- Click on my account at the top right and select “create a new account“.
- Fill out the form with the requested data and press “send“.
- Before finishing your first purchase:
- Make your first purchase.
- At the end of the procedure, before proceeding with the payment, create your personal account by entering the requested data.
If you have forgotten your password, click on “forgot password” in the login form. Enter your email address and you will receive an email with instructions to reset your password. If you are unable to access your account, please contact us by filling out the form provided in the contact section.
To purchase an article on loscrignodinebbia.com:
1. identify the chosen product
2. add the product directly to the cart or enter the dedicated tab and add the product;
3. if you have a coupon, apply the promotional code and then click on “proceed with the order“;
4. enter your billing and shipping details (if different);
5. enter your payment details;
6. check that the information entered is correct and click on “pay now”.
Within a few minutes you will receive a confirmation email with all the details of the order. From now on, our warehouse will take care of everything and, as soon as the order is shipped, we will notify you with another confirmation email.
With the promotional codes you can access exclusive promotions and initiatives. To receive the promotion codes follow us on social networks and visit the site regularly!
To take advantage of a promotion you already own, enter the coupon code in the appropriate field of the cart and click on “apply coupon“. The total cost of your order will be immediately discounted. Only one promotional code can be applied to each order.
Payments
SECURE PAYMENTS
We accept credit card payments (Visa, Mastercard, Maestro).
Absolutely yes. All payments are made securely via the Stripe platform and all data entered are neither saved nor processed directly on the loscrignodinebbia.com website. The site is protected by an SSL certificate for encrypted data transmission, guaranteeing maximum security during payment transactions.
The purchase on loscrignodinebbia.com is reserved for end consumers. Our prices include VAT.
A receipt is issued for each order; the document will be sent as an attachment to the shipping confirmation email.
The invoice can be requested during the checkout of the order by entering all the data necessary for billing in the “additional information” field and specifying that an invoice is required.
The amount from your credit card will only be deducted at the time of shipment. Until that time, the amount will not be collected.
The cancellation of an order is possible up to the day before the shipment. An order cannot be canceled after the product has been shipped.
To request cancellation of an order, you can contact us at the email address info@loscrignodinebbia.com.
Orders
ORDERS INFORMATIONS
The order has been received and registered correctly. We have sent you an email with the order number and details of your purchase. From now on we have taken charge of your order.
Check your spam folder and make sure that info@loscrignodinebbia.com is included in the list of safe addresses of your e-mail account. This will prevent the spam filter from blocking future communications. If that’s not enough, contact us.
The order has been shipped and has been taken over by our courier. You will receive a confirmation email with the tracking number to track the package. You can check the status of your order at any time by entering the Tracking in the portal of our BRT courier.
Unfortunately not. Each order is processed automatically and, once received, it is not possible for us to change its details.
If the order has not been delivered on time, we suggest:
– check the status of the order: as a registered user, by accessing the personal area.
– if you have not yet received the email with the subject “order completed”, contact us.
– check that the shipping address is correct.
– enter the portal of our reference courier BRT, enter the shipping number, and check the status of your order. In the presence of a non-delivery notice, follow the instructions provided in the notice or contact the courier in charge (number corresponding to the BRT branch where your order is in stock).
For further assistance, contact us – we will be happy to help you.
Surely. During the checkout of the order, or in your reserved area, you can specify an alternative address to which you can have your order delivered.
Shipping
SHIPPING INFORMATION
Generally the order is processed within 2 (two) working days. In any case, shipments are made every Monday and Tuesday. The order fulfillment time may vary based on various factors that may depend on the weather forecast and temperature, or if there is a need to prepare the plant to make it suitable for shipping. All this will be communicated by email before the order is completed.
As we ship to different European countries, shipping times may vary. On the Italian territory, once delivered to the courier, the package will arrive within 48 hours and will be delivered only on working days (therefore excluding Saturdays, Sundays and holidays).
Shipping to disadvantaged or foreign areas can exceed 72 hours.
To deliver the products we use the BRT express courier.
Shipping is free in Italy for orders over 150 euros. Depending on the country of delivery, the minimum amount to take advantage of free shipping may vary.
For orders below the minimum amount to take advantage of free shipping, shipping costs vary by country and are calculated during checkout. You can consult the table with the rates.
Absolutely yes. Yes. Once the goods have been delivered to the courier, we will send you an email with the tracking code. Just enter this code in the appropriate area you find on the courier’s website and we will notify you by email.
If you are trying to view the status of your order and the tracking shows no shipment, it means that the goods have not yet been shipped. From the moment we have communicated the shipping code for tracking, it may take a few hours before your package is visible in the courier’s systems.
Contact the BRT branch where your order is in stock. If you have any problems contact us by sending an email to info@loscrignodinebbia.com.
Returns
RETURNS AND REFUNDS POLICY
It is not possible to make returns, as the contract concerns the supply and / or delivery of goods made to measure, clearly personalized and which by their nature are liable to deteriorate or expire rapidly and cannot be returned. Even in cases where the right to receive a refund is recognized to the Buyer, the goods must not be returned. Your request will be evaluated by customer service, which will evaluate the defect and decide whether to refund the item.
Returns are only possible for non-perishable products (by way of example, pots, soil, etc.).
For the return policy, please refer to the Terms and Conditions page in the dedicated section.
The refund will be made within 30 days by re-crediting the amount established on the customer’s current account by bank transfer or directly to a credit card.
No, for security reasons we cannot refund to a card other than the one used for the purchase.
Do you have doubts or questions?
Contact us for more information
