FAQ
Frequently Asked Questions
REGISTRATION
IS IT MANDATORY TO REGISTER IN ORDER TO PURCHASE?
Yes, registration is required to purchase because we need some important data to confirm payment and ensure correct delivery.
HOW DO I REGISTER?
The registration process is quick and easy, simply select the products you wish to purchase and follow the steps indicated by the system. You will receive an email asking you to confirm your email address to activate your profile. Once you have activated your profile you can update your data, purchase your products and check the status of your orders at any time.
I DID NOT RECEIVE THE CONFIRMATION EMAIL
In case you do not receive the confirmation email, check your spam folder. If you use a Gmail address also check in the Promotions folder.
I WAS NOT ABLE TO REGISTER AND COMPLETE MY PURCHASE
If you have difficulty browsing, registering or completing a purchase, we recommend that you update your browsers (Google Chrome, Mozilla, Internet Explorer, Safari, etc.) to the latest version available. If you are still experiencing problems, please contact our customer service by writing to customercare@ventunoitaly.com
DISCOUNT CODE
HOW CAN I USE MY DISCOUNT CODE?
If you have a promotional code that fully or partially discounts a product, please follow these steps:
- Select and insert the product/s you wish to purchase into your cart;
- Proceed to payment and enter the code in the “PROMOTIONAL CODE” section;
- Complete the payment.
If the discount code is not valid, check that you have entered it correctly and try again. Also check that the code is has not expired and is not applicable to your chosen products. If you have any problems completing your order contact us.
VENTUNO EXPERIENCE BOXES
WHAT DO THE EXPERIENCE BOXES CONTAIN?
Ventuno Experience Boxes contain a combination of strictly Italian only finest food and wine products, carefully selected and matched to offer an exciting tasting experience following the criteria of authentic Italian regional cuisine. Inside each box you will find a guide outlining the uniqueness of each product, details about the manufacturer and some tips on how to taste and match the products to get the best out of your experience.
WHY ARE VENTUNO BOXES ORDERED BY REGION?
Italian cuisine offers a range of flavours and colours that vary with the territory of origin. At Ventuno we love to tell the wonders of the Italian territory through its excellence and local culinary specialities. For this reason, we created three experience boxes for each region, which contain three typical moments of Italian gastronomic culture: Aperitif, Dinner and Dessert.
HOW DO YOU SELECT YOUR PRODUCTS?
The regional products that Ventuno offers are carefully researched among the artisan laboratories and local producers throughout the Italian territory. The pairings are created by a team of experts in order to offer, for each Box, an exciting tasting experience that reflects the regional authentic tradition. All producers are selected according to the highest quality criteria, the sustainability of their production and transformation processes and for the attention to details in the design of their packaging. In order to be selected by Ventuno for the regional boxes, producers must be located and strictly produce in that specific Italian region.
WHERE DO YOUR PRODUCTS COME FROM?
The products come from agricultural and agri-food companies located throughout the Italian territory. The products that Ventuno offers tell the story of unique producers who cultivate the fruits of their land with love and passion, and who promote the quality and authenticity of their products without compromise.
SHIPPING AND DELIVERIES
IS IT POSSIBLE TO BUY MULTIPLE BOXES TO BE DELIVERED TO DIFFERENT ADDRESSES?
Sure! Once you have selected your boxes, proceed with the order and you can indicate the desired shipping address.
IS IT POSSIBLE TO INSERT A PERSONALIZED MESSAGE?
To add your personalized message for the recipients of your Box simply add your message in the NOTES section. We will print your personalized card and insert it in the box.
CAN I CANCEL A CONFIRMED ORDER?
As long as you are within 24 hours from order confirmation and the order is yet to be processed and handed to the courier, you can cancel the order by sending an email to customercare@ventunoitaly.com
DO YOU DELIVER INTERNATIONALLY?
Yes, we currently ship to Italy and Europe. For shipping to countries outside the EU, contact our team at customercare@ventunoitaly.com
HOW DOES THE SHIPMENT WORK?
Shipments are made by our international courier, depart from Monday to Friday and are delivered to the delivery address indicated by the customer when sending an order. We don’t deliver to P.O. boxes.
HOW MUCH DOES DELIVERY COST?
Shipping costs are calculated automatically based on the shipping address and are always indicated in your shopping basket. When the customer selects a destination country other than Italy, the amount is automatically updated. For shipping to non-EU countries and to know about any customs restrictions, contact us at customercare@ventunoitaly.com.
WHAT SHOULD I DO IF I FIND A DAMAGED PRODUCT IN MY BOX?
If the box is damaged externally we suggest you to sign with reserve. Subsequently, if one or more products inside the box are damaged, contact the Ventuno customer service team immediately at customercare@ventunoitaly.com, including photos and a description of the damaged product/s.
I PLACED AN ORDER BUT I PUT THE WRONG DELIVERY ADDRESS. WHAT SHOULD I DO?
Contact our customer service team immediately at customercare@ventunoitaly.com to communicate the exact address. If the box has already been shipped, unfortunately we will not be able to intervene as the courier cannot be stopped, so the package will have to be returned to the sender and redirected to the correct address (in this case additional shipping charges may apply for sending to the new address).
IS IT POSSIBLE TO CHECK THE STATUS OF THE SHIPMENT?
Of course! Upon confirmation of the order you will receive an email with the shipping information and a link to the page where you can follow the status of your shipment. If you have indicated a mobile number, you will also receive notifications related to shipping via text messages.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Ventuno commits to deliver as soon as possible. Typically in Italy we deliver within 4 (four) working days and 8 (eight) working days for deliveries outside Italy, once electronic payment (credit card, Paypal) has completed.
CAN I BUY INDIVIDUAL PRODUCTS INSTEAD OF THE WHOLE BOX?
No. At the moment it is only possible to purchase the boxes in the predefined configurations. If you are interested in buying individual products, please contact us at customercare@ventunoitaly.com. Ventuno also offers a personalization service for companies and individuals whereby it is possible to buy in bulk and modify the content of the boxes according to the needs and budget available (minimum quantity required).
TERMS OF PAYMENT
WHAT ARE THE ACCEPTED PAYMENT METHODS?
On our website you can safely pay with Paypal or credit card. To make a payment via PayPal you need to select the PayPal method and click “confirm” to be redirected to the secure PayPal server. If you choose to pay by credit card you can select among Visa, MasterCard or Amex. In this case it is not necessary to have a PayPal account.
ARE MY PERSONAL DETAILS SAFE?
Certainly yes: your credit card details are not stored in any of our servers but are treated externally by PayPal, with the highest standards of protection.
CAN I PAY WITH A BANK TRANSFER?
No, we cannot accept payments by bank transfer for individual boxes. For bulk orders and sales to companies, we recommend you check the dedicated page
CAN I RECEIVE AN INVOICE?
Of course, the invoice can be requested during the purchase process.
RETURNS AND REFUNDS
IF I'M NOT SATISFIED WITH THE BOX OR WITH A PRODUCT, CAN I RETURN IT?
If you are not satisfied with your box or one of the products, immediately contact us at customercare@ventunoitaly.com explaining the reasons. According to art. 59 L.D. 21/2014, the right of withdrawal is excluded in the following cases:
- order of tailor-made or clearly personalized products;
- order of products that risk deteriorating or expiring rapidly;
- order of sealed products that cannot be returned for hygienic reasons or related to health protection or which have been opened after delivery.
Therefore, for reasons of hygiene and protection of customers, the right of withdrawal is only applicable for products purchased that can be returned to Ventuno and re-marketed without danger to the health of consumers. If the box and the products are intact, within 14 days from the purchase you can exercise the right of withdrawal and be reimbursed of the amount paid, excluding shipping costs. The refund will be made on the same credit card or Paypal account with which the purchase was made.
PRODUCERS
I AM A PRODUCER AND I WOULD LIKE TO OFFER MY PRODUCTS TO VENTUNO: WHAT SHOULD I DO?
We are always looking for Italian producers and artisans who make excellent food and wine, who combine the passion for high quality products and attention to details in the design of their packaging. We are looking for unique products, not easily accessible on the market; traditional, organic or biodynamic products, characterized by sustainable production processes respecting humans, nature and the environment. VENTUNO offers the opportunity, through its e-commerce platform and through other offline channels, to introduce unique products directly to end customers, without intermediate distributors, and in the context of other strictly Italian, regional high quality products. Contact us at info@ventunoitaly.com and tell us your story.
CONTACTS
HOW CAN I CONTACT YOU?
For any questions, you can send an email to customercare@ventunoitaly.com. We will endeavour to answer all your questions as soon as possible.