Frequently Asked Questions

WHAT IS CIAORECIPES?

CiaoRecipes is an online store where you can buy wine and food products of Italian origin, from small producers selected and guaranteed by a high-quality brand. CiaoRecipes is also a collection of recipes you can use to combine the products purchased and cook delicious dishes, or take inspiration to prepare the typical recipes of the Italian tradition.

 

WHO WE ARE

We are a group of Italian food lovers who are interested in the culinary traditions of our country and we have decided to open CiaoRecipes Ltd to export the best products of our territory. For this reason we need to ship by small producers from which we make use of, to shorten the waiting time as much as possible.

Our base is in London but we come from Turin, one of the most beautiful Italian cities, rich of works of art both for the eyes and for the palate.

 

WHY CHOOSE US

CiaoRecipes suggests an experience of true Italian cuisine through traditional recipes, tips to make the preparations easier and, last but not least, meeting true special guests: wine and food products. Following our recipes, you can prepare Italian dishes and buy many ingredients directly from the online shop of CiaoRecipes. In our store you will find only selected products of the highest quality.

 

HOW TO MAKE A PURCHASE 

1) Do I need to sign up in order to make a purchase on CiaoRecipes?

No, you don't.  You can also buy as a guest, although we recommend registration, since it is free and you can do it at any time, even during the check-out.  As for the consultation of recipes and articles, it is free and requires no registration.

 

2) How do I sign up? What happens if I forget my password?

To sign up click on the item Log In (https://www.ciaorecipes.com/customer/account/login/) and follow the procedure that appears by clicking Create an account. In case you forget your password, there is an automatic procedure to retrieve it. Simply click on Forgot Your Password on the login screen and follow the instructions.

 

3) How do I make a purchase on the CiaoRecipes online store?

You can buy by selecting the desired products and quantities, both through the home page and product sheets, and through the ingredient list in the section Italian Recipes. When you have completed your order, you will be redirected to the page of data entry required for shipping and payment.

 

4) Do you have a minimum order value?

Yes, the minimum order value is 50 GBP.

 

5) How do I receive confirmation that my order has been processed?

You will be sent an email to the address used during registration. You can change the email address at any time by accessing the dedicated area My Account (https://www.ciaorecipes.com/customer/account/login/) and then clicking on Account Information.

 

6) Can I make a purchase on CiaoRecipes online store if I am under 18?

No, you can't. In order to buy alcoholic beverages or other products from our store you need to be of age. Please, keep it in mind.

 

 

ORDERS AND PAYMENTS 

1) If I make a mistake or change my mind, can I cancel an order?

Yes, you can cancel it by reporting the issue in the Orders area in the section My Account (https://www.ciaorecipes.com/customer/account/login/) within 24 hours and anyway not after the order has been shipped. You will be reimbursed. Otherwise you can in any case return the goods within 14 days from the moment you receive it, but the return charges will be at your expense, while you will be reimbursed the amount that you spent on the order after we have received the goods in the state they were sent. We do not accept returns of products that have been opened or used, or  of perishable products.

 

2) Can I leave an order incomplete and then come back and pick up where I last left off?

Yes, you can exit the CiaoRecipes store at any time. If you have added a product to your cart but you're not going to complete the order at that time, you can come back later to your account where it will have been saved.

 

3) What payments methods does CiaoRecipes accept?

You can pay via PayPal (verified costumers only) or with credit card, or via bank transfer.

 

4) Which credit cards do you accept?

We accept any of the credit cards accepted by PayPal: Visa, VPay, Visa Electron, Mastercard, American Express, Postepay, Maestro.

 

5) Is it possible to pay via bank transfer?

Yes, it is. If you choose this option, we will send you our data for the payment at the check-out. Once we receive your bank transfer, we will send the goods as soon as we can.

 

6) Does CiaoRecipes store my bank or credit card data?

No, CiaoRecipes does not store your data and at no time will we have access to them. You will be the one who authorizes PayPal or credit cards to proceed with the payment.

 

7)Will I receive a document confirming that the purchase was successful?

Yes, a receipt will be sent to the email address you have provided.

 

8) Is the price I see during the check out the final price?

Yes, no other costs will be charged in addition to those of goods and shipping.

 

 

SHIPPING AND DELIVERY

1) What is the shipping time for my orders?

Generally deliveries are made in 5 or 6 working days, however our products are of high quality and, in some cases, specifically tailor-made to meet your needs. In addition, our products arrive from Italy and may require even 10 days for delivery, according to the purchased items and their availability from our suppliers.

 

2) What happens if the product I ordered is no longer available?

The customer service department will contact you as soon as possible and refund or replace the product with another of your interest covering the same amount you spent.

 

3) Can I track my product once it has been shipped?

You can track the goods using a code that will be sent via email upon shipment. This way you can at all times be informed about your order status.

 

4) How much is the shipping fee from Italy to Great Britain?

The shipping fee is 8.95 GBP.

 

5) Do you offer free shipping?

Yes, for orders over 100 GBP.

 

 

 

RETURNS AND REFUNDS

1) What should I do to get a refund in case I receive a damaged or faulty product?

Contact  our customer service immediately or within 4 days upon receipt  by reporting the issue on the page My Account (https://www.ciaorecipes.com/customer/account/login/). You may be asked to return the product free of charge or send a photo via email to assess the damage. We will refund you, or if you prefer, we will replace the goods. Even in this case, the shipping will be at our expense.

  

2) Are there non-returnable products?

a) All fresh and perishable products, unless they are faulty. In the unlikely event that this should happen, we will refund the entire amount after receiving a photo that proves the damage, or replace the goods with other products that you like until the amount you spent is covered.

b) In addition, unless otherwise specified, you cannot return products that are not faulty but that you opened thus making them no longer usable.

 

3) What is your return policy for the other products?

If you change your mind, when you receive the goods you have the right to cancel the order within 14 days, but the shipping costs are at your expense and you must return the goods in Italy, to the address we will communicate to you via email after you have reported the issue on the page My Account (https://www.ciaorecipes.com/customer/account/login/).  

If the product is damaged or faulty we will refund you as soon as possible, after receiving via email a photo that proves the damage, or replace the goods by sending them to the address you indicated at the time of purchase. In this case the shipping will be at our expense.

 

4) Can I return a product if I am not satisfied with it?

Contact the customer service and report the issue using the page My Account (https://www.ciaorecipes.com/customer/account/login/).

We will carefully examinate your case and evaluate how to help you.

 

5) What can I do if my credit card has been stolen and someone uses it to make orders on you website?

You are entitled to cancel an order for Products when your credit card has been fraudolently used and we’ll refund you, but if the goods have been already shipped (and it is no more possible to restore them) you should approach your card issuer for reaccredit to your card. Anyway, you must promptly contact us. We’ll try to solve the situation, but we do not take any responsibility about credit cards fraudolent use.

 

 

OTHER

How do I contact customer service?

For any question of a general nature, you can use the form on the contact page (https://www.ciaorecipes.com/contacts).

In case you want to report an issue about an order you placed, you can do it by clicking on Orders on the My Account page (https://www.ciaorecipes.com/customer/account/login/), selecting the order in question and clicking the New Report button. We will answer as soon as possible.