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Home | Shipments and returns

Shipments and returns

Shipments

All the orders are delivered by GLS, TNT and other local couriers. DHL is only used for international shipments.

The deliveries are made from Monday to Friday, from 9.30 a.m. to 6.30 p.m.

At the order moment it is obligatory to write a telephone number (mobile or landline) to be contacted by the courier before the delivery. The order outside Italy must be paid in advance, so it will not be possible to pay by cash on delivery. 

Once the products have been shipped, it is not possible change the destination address.

News 2024: the pickup of our orders in Malta is now more convenient!

Delivery times

Orders received by 12.00 are entrusted to the courier at the same day and delivery takes place in 3-4 working days in Italy and in 5-6 working days abroad. In particular periods (Black Friday, Christmas holidays, August) delivery times may be longer.

Shipping costs in Italy

Shipping is free in Italy for orders over € 99.90.
For orders of a lower amount the cost starts from € 8.90.

Insured shipping is always free in Italy

The system automatically applies surcharges for shipments to the smaller islands, less favored areas and those with reduced taxation (Livigno and Campione d'Italia).

International Shipping costs

Abroad shipping costs are calculated automatically from the system.

For shipments outside the EU, customs duties are not included and must be paid on delivery.

Insurance

All the products shipped are insured from the moment of delivery to the courier to the moment they reach the final client. The goods are not longer assured once the products are delivered to the address specified and picked up. Before accepting an order, please verify the package integrity, alternately, the package can be refused or accepted with reservation, writing the reasons (e.g. dirty package, damaged package, suspicious noise inside the package...). If the courier does not give you the possibility to write the justified reservation, the Client MUST REFUSE the goods and have to inform our Customer Service.
Please note: in case of acceptance of the package without detailed reservation it will be impossible for Fratelli Mazza to enforce the insurance cover of the courier and to refund the customer.

Collection in our shop

To save the shipping cost and to have rapid delivery times, it is possible to choice the goods collection in our shop in Ragusa in via Praga n. 5.

Returns

If you are not satisfied of your purchase, you can return the item not open and intact, within 14 days from the delivery time.

To exercise the right of withdrawal, the customer must:


Return methods

Once confirmation has been received from our Customer Service, the customer may choose between the following return methods:

  1. Collection by our courier: it is possible to request pickup at the address provided. In this case, a service fee of €15.00 will be deducted from the refund amount.
  2. Return shipment at the customer's expense via a courier of their choice: in this case, the customer may independently organize the return shipment. An amount of €8.99 will still be deducted to cover the initial shipping costs incurred by Fratelli Mazza.
  3. If the customer chooses to return the goods using a courier of their choice and at their own expense, they are fully responsible for the delivery. In the event of loss, damage, or non-delivery of the package, the refund cannot be processed. We therefore recommend using a tracked and insured shipping service.

Conditions for valid withdrawal

The right of withdrawal will be deemed correctly exercised if the following conditions are met:

  • The products must be substantially intact, unused, and undamaged.
  • They must be returned in their original packaging.
  • The return must be made in a single shipment (partial returns from the same order made at different times will not be accepted).
  • The withdrawal form must be sent within 14 calendar days from the receipt of the products.

Fratelli Mazza reserves the right to refuse returns that do not meet the above conditions.

Refund times and methods

For orders shipped outside of Italy, the cost of shipping is not included in the product price and is calculated at checkout based on the number of bottles purchased and the total weight of the order. In case of withdrawal or return by an international customer, we reserve the right to retain the full shipping cost originally paid, as international shipping is not offered free of charge.

Once the returned goods have been received and verified, Fratelli Mazza will process the refund within 14 days from the date the right of withdrawal was exercised. The refund will be issued using the same payment method used for the purchase, net of any amounts withheld for shipping and/or collection costs as outlined above.

If the payment was made by someone other than the order recipient, the refund will be issued to the person who made the payment.

For any questions or assistance, our Customer Service is available at shop@fratellimazza.it or by phone at (+39) 0932 251831.

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