How do I place an order?

Follow these steps to make your purchase:

• Go to the product page of the item you are interested in buying, select the exact item from the dropdown menu, when applicable, enter the desired quantity and click on “ADD TO CART”. Every time you add an item to the cart a confirmation message appears.
• When you have selected and added to the cart all the items you wish to purchase, click on “VIEW SHOPPING CART”.
• Now:
  • Make sure the quantities for each item are correct.
  • If you wish to delete any items, click the “X” and the product will be automatically deleted from the cart.
  • If you wish to edit the quantity, you can do this in the appropriate box. Remember to click on “UPDATE CART” so that the quantity can be updated.
  • If you have a discount code, enter it in the “INSERT COUPON” section. For more information on how to use promotional codes, go to the appropriate FAQ section.

• Choose your preferred shipping method. Make sure you choose carefully because the selected shipping method cannot be changed later. For more information on shipping methods, go to the appropriate FAQ section.
• To complete your order, click “COMPLETE ORDER” to go to the checkout page.
• When you have entered the checkout page, you will be asked to:
  • Access your account or create one (if you are a new customer).
  • Enter the promotional code if you did not do so in the previous step.
  • Enter the billing details.
  • Enter the shipping details if different from billing.

Note: The billing address is the address associated with the card or PayPal account that you will use for payment, while the shipping address is the address you wish your order to be delivered to. These addresses do not need to be the same.

• Choose the payment method. For more information on accepted payment methods, go to the specific FAQ section.
• When you have selected your preferred payment method, simply click “PLACE THE ORDER”.
• Your order has now been placed successfully! You will be automatically redirected to the confirmation page where you will find your order number. You will also be sent a confirmation email to the email address registered on your Fra-Ber account.

Can I cancel/edit an order?

Of course! Just remember that, once it has been placed, there is a limited amount of time to cancel or edit an order. This depends on what shipping method is selected at checkout:

• Standard: 60 minutes;
• Express Delivery: 15 minutes;

If you have decided to cancel or modify your order and you are still in time, log in to your profile, look for the order to be cancelled in the “RECENT ORDERS” section and click “CANCEL”, the status of the order will be updated automatically and will appear as “CANCELLED”.

Please note that:

• If the change button is still there you are still in time to cancel and redo a different order, it means that you are within the times indicated above based on the chosen shipping method.
• If the change button is not there, this means that the order is already being processed and therefore cannot be cancelled/edited.

When you place an order on Fra-Ber, the sum is simply reserved and the actual payment is only collected when the order is forwarded to our warehouse. For this reason, if you cancel an order the sum will not be collected, but it will still take up to 10 working days (depending on the timeframe of your bank or card issuer) for the funds to be accessible again.

Can I cancel/modify the order even after these deadlines if I call or contact the company?

We apologise but unfortunately it is not possible, the management of online orders is very efficient and they are processed very quickly to guarantee the indicated delivery times, therefore even if the company is contacted directly the operators cannot make changes because they are not authorised to do so.

How long does my order stay in the cart?

The products remain in the shopping cart until the order confirmation is sent, provided that the history of your browser is not deleted.

What methods of payment do you accept?

We accept payments with PayPal and all major Credit Cards belonging to Visa, Visa Electron, American Express and MasterCard circuits, or wire transfers. We currently do not accept cash-on-delivery payments.

Are payments secure?

To guarantee maximum payment security, online transactions of your purchases paid with Credit Card or PayPal are made through a Secure Server that adopts the SSL (Secure Socket Layer) protection system. This system encrypts the information entered, making it impossible for it to be intercepted by external users. When you pay for your order with a credit card, we will automatically send you to a secure page (SSL) on the PayPal site that will handle the transaction. On this page you can enter your Card details (number, expiration date and CVV) in an absolutely secure way. The data are in fact sent directly to PayPal, offering maximum security and guarantee.

My order has been registered on the site but the payment through credit card is pending. what should I do?

If you have placed an order and PayPal has sent you a confirmation email, but after two working days you have still not received any confirmation email from us, immediately notify us by email at info@martalafarfalla.it , in this way we will be able to clear your order within 48 hours.

I received 2 paypal payment confirmations with 2 different authorisation codes referring to the same order. What do I do?

You might have made 2 payment attempts; do not worry because all you need to do is send an email to info@martalafarfalla.it providing us with the 2 authorisation codes and the double payment will be immediately refunded on your Credit Card.

The bank transaction failed, with an “authorisation denied” error code. What should I do?

PayPal technicians advise customers to contact the Customer Service of their credit card issuer to find out why it was declined. In fact, although the Card is active and has funds, there may be other reasons why transactions fail on banking circuits.

What can I do if payment for my order was declined?

Since we are unable to restore an order if your payment is denied, you will need to place a new order.

To avoid your order from being refused again, we suggest:

• Checking your card details (for example, expiration date, billing address, etc.) to make sure the information is correct;
• Make sure you have entered the security code correctly (the 3-digit number on the back of your card);
• Your bank (or other card issuing company) may have denied the payment. Since we are not disclosed the reason for denying payment, we recommend that you contact them and discuss it directly with them.

After you have followed the suggestions above, if your order is still denied, we recommend trying a different card.

When will I be charged the amount?

If the card is authorised, the payment will be charged immediately and you will get an order confirmation email.

If the card is not authorised, the payment will not be charged and we will let you know that your bank or credit institute denied authorisation for the transaction.

Please remember that even if a payment should fail, it may appear that we have withdrawn the amount from the card, because some credit institutes hold the amount for a short period of time (normally up to 10 working days).

I have a promotional code, how can I use it?

Firstly select all the products you wish to purchase and put them in your cart.

Before completing the order, in the “DISCOUNT CODE” section, enter your coupon code and click on “APPLY” and the system will automatically apply the special offer.

You can make sure that the discount has been applied by checking the summary of items: the value of the discount will have been subtracted and the total price will have been modified.

Note: remember to enter the discount code when you check out because it cannot be added after that. Be very careful of this because the coupon cannot be applied once the order has been made, not even by contacting the company.

The discount code is not working

This could be for any one of the following reasons:

• Always make sure you have entered the discount code exactly as you see it, without spaces.
• Only one discount code can be used per order. This also includes codes for free shipping.
• As there are various discount codes, the Terms and Conditions of use may vary. Make sure you read them carefully when you get a code.
• Some discount codes are only valid for certain customers or countries.
• If the discount only applies to a certain country, this will be stated in the Terms and Conditions of use.

If, after checking all of these aspects, your code still does not work, contact our Customer Service by writing to info@martalafarfalla.it.

Can I add a discount coupon to an order I already placed?

No, coupons and discounts are not valid for previously placed orders.

The only way to avail of the coupon is to enter it when confirming the order, as explained above, no coupons can be added after that.

How long are discounts valid for?

The validity of the discount is always clearly stated in the email you received with the discount code. To use the discount the customer needs to make the purchase by the expiry date of the coupon.

Can I use multiple discounts in a single order?

You cannot use multiple discounts in a single order; for example, if you used a discount coupon you are not entitled to free shipping. If multiple discounts are allowed for a special offer, the email will state this clearly.

Come posso avere un codice promozionale?

How can I get a discount code?

You can get various discounts in these ways:

• We recommend keeping an eye on our website, as we often advertise appealing offers.
• We often send discount codes to customers who subscribe to our Newsletter. Therefore we recommend making sure you subscribe to our Newsletter. Not subscribed yet? Subscribe to our Newsletter now!
• We sometimes publish codes on our Facebook and Instagram profiles, so follow us to stay up-to-date.

Here is a brief outline of shipping costs on the basis of the amount of the order and the chosen type of shipping:

STANDARD DELIVERY ITALY
Delivery time*: 2/3 working days
Shipping cost: 5,99 €. GRATIS for order with amount over 50,00€.

DELIVERY ISLANDS AND CALABRIA ITALY
Delivery time: 3/5 working days
Shipping cost: 8,00 €. GRATIS for order with amount over 50,00€.

EXPRESS DELIVERY ITALY
Delivery time*: 1/2 working days**
Shipping cost: 20,00€

INTERNATIONAL DELIVERY TO EU COUNTRIES ONLY (EXTRA CEE COUNTRIES EXCLUDED)
Delivery time*: 3/5 working days
Price: 15,99€

Remember that:

• Transit time does not include the preparation time of the order which is usually 2-3 days, although it may change in some cases if large quantities of goods are ordered.
• We guarantee delivery within 1 working day (Monday to Friday) for orders placed between Monday and Friday before 7:30am.
• For Basilicata, Campania, Calabria, Puglia and islands delivery may require an additional day.
• “International shipping” includes all the countries belonging to the European Union. Shipments to extra CEE countries, San Marino and Vatican City are not available. For countries outside the European Union the cost might be the same, otherwise you will be notified that shipping has a higher cost and you can choose whether to cancel the order or pay the difference in cost.

How will I know if my order has been dispatched?

When the company books the courier service, you will receive an automatic email from the courier with the estimated delivery date and tracking number to track the shipment.

Then, when the courier actually picks up the goods from the company facility, we will send you an email confirming pick-up.

Can I track the status of my delivery?

Yes, you can. The pick-up conformation email sent to you contains a link to the page of the express courier specifying the shipment number and the branch that your package has been assigned to allow you to track the delivery status online up to your home.

Will the courier get in touch with me before delivery?

The courier does not make preventive phone calls and does not handle delivery requests at particular times. Products will be delivered on business days.

What courier do you use?

Our partner courier is UPS, who picks up the packs from our premises around 4:00pm every day, barring unforeseen circumstances.

What happens if the courier does not find me in the place specified for delivery?

According to standard procedure the delivery personnel will leave a slip in your mail box or near the intercom to inform you that they came and were unable to deliver your package. We recommend contacting the branch identified on the slip directly, to agree on the next delivery.

Please note that if, for any reason, the courier fails to deliver the goods to the shipping address, even after several attempts, and the goods are sent back to the company facility, we do not bear other costs to ship the goods again and no cost will be refunded. This is because the time and resources to make the delivery have already been used up.

What do I do if my package gets lost or stolen?

We are sorry but the company is not responsible for any loss or theft of packages as a result of specific instructions provided by customers to couriers who are handling orders. Therefore, should this happen, we cannot refund any amount. However, we do ask you to send an email to info@martalafarfalla.it specifying what happened and we shall only be able to file a complaint with our partner courier company to encourage them to improve their service. This complaint will not receive any feedback and only serves information purposes.

The expected delivery date has already passed but your order has not arrived yet?

Before contacting us make sure that you have checked the following:

• Tracking number
  This tracks the progress of your package using the link that was sent to you in the shipping confirmation email.
• Check the address
  Log in and check that the shipping address and your contact information are correct. Specifically, make sure that the name of the recipient, the name selected for the shipping address, is shown on the intercom/doorbell.
• Courier
  Check whether the courier left a delivery attempt slip. Your order may be at the courier’s warehouse ready for pick-up or the courier may be waiting to be contacted to rearrange delivery (In this case you will need to contact the courier directly using the tracking information).
• Check with your neighbours whether the package was collected by them while you were out.

If you have not yet received your package or rearranged delivery after following all the steps, write us an email at info@martalafarfalla.it and we will try to solve the problem as quickly as possible.

Can I change the shipping address once the order has been placed?

For your security, once the order has been placed we cannot change the delivery address that the package has been sent to.

Do not worry though, if you are not in at the time of delivery, our courier will leave a slip to allow you to rearrange a new delivery or pick up the package at the nearest branch.

Do you make deliveries on holidays?

We do not make deliveries on national holidays and weekends. In these cases the package will probably arrive on the next business day.

Do not worry, however, as weekends and holidays are taken into account at checkout and the delivery date you see does not change. You will then see the expected delivery date in the email confirming your order.

Do you make deliveries to work addresses?

We can make deliveries either to your home address or to your work address. If you wish the package to be sent to your work address, make sure there is always someone available to pick up the package, as our associated courier will deliver to the selected address and not to you in person.

What happens if I decide to refuse an order from the courier or if the courier is unable to deliver the goods to me even after various attempts and the package returns to your warehouses?

We will accept sealed goods returned by the customer, and refund the amount of the goods, but withhold the transport costs charged both for the outward journey and for returning the package. For example: if you have placed an order paid by credit card and the shipping costs amount to € 5.00, we will charge you € 5.00 (outbound shipment) + € 5.00 (return shipping) for a Total of € 10.00.

What happens if I receive a damaged package?

We assure you that at the time of departure the package is handed over to the courier in optimal conditions and with suitable packaging for the number of items and type of shipping. Unfortunately, however, some couriers may not be very careful when handling the package and damage it. Obviously the company is not liable during transport, however our customers’ satisfaction is our top priority, therefore we can refund the order after assessing the damage. In this regard, you will need to send an email reporting the damaged package to info@martalafarfalla.it according to the following procedure:

• Describe the conditions of the package upon receipt (whether the carton is damaged, wet, if there are product leaks, etc…)
• Send us photos of the closed package upon delivery, if it has defects that are visible without opening the package.
• Send us the photos of the open package if the damage involves the contents.

Once we have received the above information we will assess the situation and together with you we will decide on the best solution to solve the problem.

Additional notes

We do our best to ensure that orders are delivered on the scheduled dates but, on rare occasions, there may be delays in deliveries, particularly during certain busy periods. Other factors such as postal or courier delays, logistical problems, adverse weather conditions or the impossibility of our couriers to access the delivery address may also affect the timeliness of deliveries. We will do our best to keep you up-to-date on the delivery and you should still be able to track your package. Occasionally, due to the aforementioned inconveniences, some shipping services may be suspended, the cut-off time changed and/or the delivery times extended. In any case we always strive to limit these changes to the bare minimum.

Why is it important to create an account?

We recommend creating an account in your name because it allows you to:

• Check your orders at any time.
• Edit and/or cancel your orders quickly if you realise you have made a mistake (obviously within the cancellation and/or editing deadlines stated in the order FAQ).
• Remind you of which products you have already purchased.
• Check which shipping or billing address you used recently and update and/or change it if necessary.
• Apply exclusive discounts and special offers that only registered users get.
• Get news updates.

I want to close my account, how do I do that?

Remember that your account is free and it allows you to make purchases easily, without having to enter your details every time. With your account you get exclusive offers and discounts. Plus, your account keeps you updated on new products.

Should you still decide to delete your account, send an email to info@martalafarfalla.it with “DELETE ACCOUNT” in the subject line and including the following data:

• Your date of birth.
• Your billing address.
• The email address you registered your account with.

When we receive this information, we will disable your account and send you an email to confirm.

In the future, should you change your mind and wish to make more purchases, all you need to do is get in touch with us, provide us with your details again and we can reactivate your account. Otherwise you can register again with a different email address.

How can I change the details of my account?

To change your details, access your account where you can edit:

• Your password.
• Your email address.
• Your shipping and/or billing address.
• Your contact preferences.

Remember to save your changes when you have finished.

The changes will not be applied to orders that have already been placed.

We recommend checking your account every now and again to ensure your details are correct.

I can’t find the answer to my question. Who can I ask?

Contact us at info@martalafarfalla.it: we will get back to you as quickly as possible.

Why should I sign up for the Newsletter?

With the Newsletter we can keep you up-to-date on new products and special offers for our most loyal customers first.

How do I unsubscribe from the Newsletter?

Unsubscribing to the Newsletter is very easy: simply click on the link “Unsubscribe from the Newsletter” (or similar) at the foot of every Newsletter and follow the instructions.

I’d like to talk about a possible collaboration. Who do I need to contact?

Contact us at info@martalafarfalla.it. If you would, give us a few details about what you mean by collaboration.

Just know that we choose collaborators on a year-by-year basis and therefore you won’t get an immediate answer.

How much time do I have to return an item?

We only accept return requests within 10 days from the delivery of the order. The return will not be accepted beyond this deadline.

When can an item be returned?

• For products with conformity defects (“nonconforming” means a product with technical features different than that declared or ordered or incomplete in all or certain parts);
• For DOA (Dead On Arrival) products – product doesn’t work the first time it is switched on.

However the above-mentioned warranty will not apply in case of negligence or carelessness in the use and maintenance of the product.

We do not accept returns of unwanted items, returned after the deadline indicated above. If you return an item after the required time, we would have to return it to the sender and charge you the shipping costs.

Who bears the shipping expenses when returning a faulty product?

We cover the shipping expenses for replacing the faulty product, as well as to ship its replacement.

Is the warranty personal?

Yes, the warranty is personal and only applies to the original buyer, as it is reserved to direct customers and not to dealers, retailers, etc.

How long does it take for the new product to arrive?

Within a maximum of 7 working days, and anyhow after reception and verification of your nonconforming or faulty returned item.

What procedure do I need to follow to return a faulty product?

1. Contact us by email at info@martalafarfalla.it , providing us with:
   • your data.
   • the order number of the faulty product.
   • the reason for the return, attaching pictures which prove what you have declared.
   • if you wish to proceed to: replace the product with an equal but conforming one, to return the product and replace it with another one, not to return the product but to receive a voucher with the same value as the product and its shipping to be used only on the website www.martalafarfalla.it.

   Once we have verified and confirmed the defect, we will answer you by sending you a return form to be filled out completely and inserted in the pack being returned and a label to apply on the pack for shipping.

2. Pack the product with all of its parts and insert the filled out return form inside; apply the label which we sent you on the outside. The package must carefully cover the items. If you prefer to return the item using the original packaging, make sure to cover or remove all the barcodes and stickers on the pack. You may then apply the label we sent you on the pack. This must be the only label visible to avoid any misunderstanding when the pack is delivered to the courier.
3. Send the product to Fra-Ber – Via Michelangelo Merisi 40-46 24051 Antegnate (Bergamo).

You are strongly recommended to request and obtain the shipping receipt of the returned item (it is free of charge both from the post office and other qualified facilities).