Customer Care
Fierolune is a food and beverage e-commerce, offering shipping throughout Italy and also abroad. We are committed to providing our customers with high quality products, excellent service and a pleasant shopping experience. If you need assistance with your order, information about our products, or simply want to know more about us, you are in the right section. Our mission is to provide fast, courteous and accurate support. Please read this page to get all the information you need.
Contact Information
- Company name: Fierolune S.a.s. di Emilio Torrisi
- P. VAT: 06117750874
- Registered Office: Via Giuseppe Terranova, 37 - 95131 Catania (CT)
- REA: CT-468628
- Tel: 095-0861620
- E-mail: [email protected]
Index
- Introduction
- How to contact us
- Orders and Shipping
- Returns and Refunds
- Payment Security
- Products and Allergens
- Offers and Discounts
- Loyalty Programme
- FAQ (Frequently Asked Questions)
1. Introduction
We are an e-commerce specialising in quality, highly selected food and beverage products. We aim to ensure a unique experience for our customers by providing attentive service and quick solutions for every need.
2. How to contact us
We are always ready to answer your questions. Here is how you can contact us:
E-mail: You can write to us at any time at [email protected]. Our support team is available from Monday to Friday, 9 a.m. to 6 p.m.
Telephone: You can call us directly on our landline number 095-0861620, Monday to Saturday, 9:00 to 13:00 and 16:30 to 20:30.
Social Media: Follow our social profiles to stay in touch with us and receive all product updates and offers.
Instagram: @fierolune
Facebook: @fierolune
3. Orders and Shipments
How to Place an Order
- Browse our product range on the site.
- Add products to cart.
- Proceed to checkout, entering your shipping and payment information.
Shipping Times and Costs
- Standard: delivery in 2-5 working days. Shipping costs vary depending on the geographical area and the weight of the order.
- Expressed: delivery in 1-3 working days. An additional charge will be made.
Order Tracking
Once you have placed your order, you will receive a confirmation e-mail containing your tracking number. This will allow you to track and trace your parcel.
Changes and Cancellations
If you need to change or cancel an order, please contact us as soon as possible by e-mail. We will do our best to fulfil your requests.
4. Returns and Refunds
Return Policy
We accept returns within 14 days after delivery of the order, provided the products are still intact, sealed and resalable.
Return Procedure
- Contact us at [email protected], indicating the reason for return.
- You will receive instructions on how to return the products.
- Once we have received the products and verified their integrity, we will proceed with the refund within 10 working days.
Refunds
- Refunds will be made using the original payment method.
- Additional verification may be required before a refund can be processed.
5. Security of Payments
We understand how important it is for our customers to feel safe when shopping online. We use a safe and secure payment system to guarantee data protection.
Accepted Methods of Payment
- Credit/Debit Cards: We accept all major credit and debit cards.
- PayPal: You can easily pay through your PayPal account.
- Bank Transfer: Details will be provided during checkout.
Security Measures
- SSL encryption: We use high-level encryption to protect transactions.
- Data Protection: We do not share your personal information with third parties without your consent.
6. Products and Allergens
Product Information
Each product is carefully described, including information on ingredients, origin and how to use it. If you have specific questions about a product, please do not hesitate to contact us.
Allergens
We make every effort to ensure that our products are correctly labelled. We recommend always consulting the labels for specific details on allergens.
7. Offers and Discounts
We are pleased to offer regular discounts and special promotions. To stay up-to-date on active offers, follow us on social media and subscribe to our newsletter.
Coupons and Discount Codes
- Application of the Codes: Enter the discount code at checkout to apply the promotion.
- Conditions of Use: Each code has specific terms: minimum order amount; expiry date.
8. Loyalty Programme
Our loyalty programme is designed to reward our most loyal customers.
How it works
- Registration: Register to participate in the programme.
- Points: Each purchase allows you to accumulate points.
- Awards: You can redeem points for discounts or exclusive products.
9. FAQ (Frequently Asked Questions)
We have collected some of the most frequently asked questions from our customers. If you do not find an answer to your question, please contact us by e-mail.
How can I modify an order?
Contact us at [email protected], providing your order number and the requested changes. We will do our best to make the necessary corrections.
How can I check the status of my order?
You can check the status of your order using the tracking number provided in the confirmation e-mail.
When will I receive my refund?
After receipt and verification of the returned products, the refund will be processed within 10 working days. However, the time it takes to see the credited amount may vary depending on the credit institution.
Is it safe to buy at Fierolune?
Absolutely! We use advanced encryption technologies to protect your data. You can shop with peace of mind.
How can I sign up for the loyalty programme?
Register on our site and start shopping to accumulate points and benefit from the advantages of your loyalty programme.
How can I use a discount code?
Enter the discount code in the field provided during checkout. Make sure the code is valid and that it meets the conditions of use.
Which payment methods do you accept?
We accept credit/debit cards, PayPal and bank transfer.
Can I receive an invoice for my order?
Yes, you can request an invoice during checkout. It will be forwarded by e-mail.
We are proud to offer a service that is committed to meeting the needs of our customers. Our team is here to help you and ensure a positive shopping experience with Fierolune. Please do not hesitate to contact us if you have any needs, be it a problem with an order, a product question or a general enquiry.
