FAQ (Frequently Asked Questions)
In this section, you'll find answers to your questions; otherwise, you can contact our customer service team at info@biscottivisconti.it, call the toll-free number 800-011012 (Support & Quality Assistance), or call +39 0885 324944.
Our team is available Monday through Saturday mornings from 10:00 a.m. to 12:00 p.m. and Monday through Friday afternoons from 4:00 p.m. to 6:00 p.m.
Order Status
You can check the status of your order directly from your account or from the dedicated section if you placed the order as a guest: Order Being Processed: The order is still being prepared at our warehouse. Order Shipped: The order has been picked up by the carrier and is en route to its destination. To check the status of your shipment, click on the tracking link, which will take you to the shipping service page. Please note that it may take up to 24 hours for the tracking information to be updated. Order Canceled: The order has been canceled.
You can cancel an order before shipment has been confirmed by contacting Customer Service directly at the toll-free number 800-011012 (Support & Quality Assistance), at +39 0885 324944, or by email at: info@biscottivisconti.it.. Once the order has been canceled, a refund will be processed.
You can modify an order as long as it is still being processed. To check whether you can still cancel your order, please contact our Customer Service at the toll-free number 800-011012 (Support & Quality Assistance), at +39 0885 324944, or by email at: info@biscottivisconti.it.
Shipping Information
Once your order has been shipped, you will receive a confirmation email with all the details and a tracking number that you can use to track the status of your shipment. Please note that it may take up to 24 hours after the order shipment confirmation for the tracking information to be updated.
Our logistics team typically prepares your order for shipment within 1–2 business days after your purchase. Delivery times may vary depending on holidays.
Your order will be processed within 1–2 business days and then handed over to the courier. It is estimated that it will take an additional 1–2 business days for the courier to deliver the package to the address you provided. External factors such as courier delays, logistical issues, adverse weather conditions, or the inability to access the specified address may affect the timeliness of delivery. The carrier makes deliveries on business days, excluding Saturdays, Sundays, and local or national holidays. Once the shipment has been confirmed, you will no longer be able to change the delivery address.
Our couriers are committed to ensuring that customers receive their orders intact and on time. However, exceptions may occur. If the tracking number indicates a problem with the delivery of your package related to the shipping address, please do not hesitate to contact us at the toll-free number 800-011012 (Support & Quality Assistance) or at +39 0885 324944. If, on the other hand, the carrier requires our assistance, please contact our Customer Service no later than 14 days after the package was shipped.
In the event of a failed delivery, the carrier will schedule a second delivery attempt on the next business day. If the recipient is still absent, the package will be held at the local branch for 5 business days, during which time the customer may request release of the package and, if possible, a redelivery. If the package is not picked up within that time frame, it will be returned to the sender.
Upon delivery, the customer is required to verify: - that the number of packages delivered matches the number indicated on the waybill; - that the packaging is intact, undamaged, and unaltered, including the sealing materials (adhesive tape or plastic strapping); - Any damage to the packaging and/or the product, or discrepancies in the number of packages or the information provided, must be noted immediately and reported within 14 days of delivery.
Order and Payment Information.
The prices listed on the website include all taxes and VAT. Any shipping or payment fees are calculated in the shopping cart once the items have been added.
The following payment methods are accepted:
CARD PAYMENTS
Customers may choose to pay for their order with a credit card or debit card. We accept the following credit cards: VISA, MASTERCARD, AMEX, and Union Pay.
We also accept payments via POSTEPAY and all prepaid cards operating within the VISA network.
BANK TRANSFER
Customers may choose to pay for their purchase via bank transfer by entering the IBAN provided during the order confirmation process, payable to VISCONTI DI VISCONTI ANTONIO
In the payment description, please enter the order reference number confirmed in the email.
PAYPAL PAYMENTS
PayPal is a completely secure online payment method that allows customers to pay for their order by logging directly into their account and confirming the payment.
The account and credit card information linked to your PayPal account is managed directly by PayPal, which will send you an email notification after payment is processed.
Di Giulio srl has no way whatsoever of accessing the card information customers use to make payments.
CASH ON DELIVERY
Payment must be made upon delivery of the purchased products.
Cash on delivery incurs an additional fee of €4.50, payable by the customer to cover collection costs. Cash on delivery is available only for purchases totaling €499.00 or less.
To meet the needs of all customers, PayPal offers the option to pay in 3 convenient installments, with no interest and no processing fees, for amounts ranging from €30.00 to €2,000.00. You can view and manage your installment due dates by checking the “View Upcoming Payments” section in the PayPal app; this also allows you to make early payments at your discretion, with no additional fees. Even with installment payments, PayPal protects all purchases in case the item doesn’t arrive or doesn’t match the description. Choosing to pay in installments is very simple: just select PayPal as your payment method; if available, the “Pay in 3 installments” option will appear; after receiving confirmation via a code sent to your cell phone, you can complete the purchase.
Return Information
The Customer, as provided for in Article 52 of Legislative Decree 206/2005, as subsequently amended by D.Lgs.. 21/2014, may withdraw from the purchase contract for any reason, without having to provide a reason and without incurring any penalty, within 14 (fourteen) business days from the date of receipt of the products.
To exercise the right of withdrawal, the Customer must send a notice to Visconti within the specified time frame to the email address info@biscottivisconti.it and, at their own expense and using the courier of their choice, the products to Visconti within 14 (fourteen) days of the withdrawal, to the following address: Visconti, Via Kennedy, 32 – 71045 Orta Nova (FG) - IT.
Alternatively, after scheduling a date, the customer may request that one of our couriers pick up the items. A fee of €8.00 will be deducted from the amount paid by the customer for the pickup.
The goods must be returned undamaged, complete with all parts, and in their original packaging. Visconti does not accept partial returns; therefore, the right of withdrawal applies only to the product purchased in its entirety.
In the event of damage to the goods during shipping, Visconti will notify the customer so that they may promptly file a claim with the courier of their choice and obtain the corresponding refund; in such cases, the product will be made available to the customer again, and the request for withdrawal will be canceled.
Visconti will not be liable for any damage, theft, or loss occurring during the return shipment.
Visconti will refund the Customer the full amount already paid within 14 (fourteen) days from the date of withdrawal, only after the item has been returned to our facility, via a refund of the charged amount using the same payment method the Customer used for the initial transaction, unless otherwise agreed. In any case, the Customer will not incur any costs as a result of this refund.
In any case, the customer will forfeit the right of withdrawal if Visconti determines that:
the returned product is not in good condition;
the product is missing its outer packaging and/or original inner packaging;
In the event that the right of withdrawal is forfeited, Visconti will return the purchased product to the sender and charge the sender for shipping costs and the price of the product.
If a customer realizes they have purchased a product by mistake and wishes to exchange it, they can submit a request to customer service by calling the toll-free number 800-011012 (Support & Quality Assistance), the number +39 0885 324944, or by sending an email to info@biscottivisconti.it no later than 14 days.
After verifying the product’s condition through photos and videos, the logistics department may approve the exchange upon payment of €10.00, which covers the costs of picking up the item and shipping the new one.
If a customer receives a product different from the one purchased, they may submit a request to customer service by calling 0885 324944 or sending an email to info@biscottivisconti.com no later than 14 days, including photos and videos of the product received.
In the event of an error caused by the administrative or warehouse department, customer service will send the correct product—the one actually purchased by the customer—and will simultaneously collect the incorrect product without charging the customer any fees.
