FAQ - FREQUENT QUESTIONS
FAQ - Frequently Asked Questions for help on online purchases on DOSicily.com
Frequently asked questions:
Didn't I receive a confirmation email?
It may happen that after placing an order an email confirming or updating the order status does not arrive in normal mail.
In these cases, don't worry, check your junk mail and it will most likely go into Spam.
If you have registered with your passwords you can always check the progress of your order, if you have made a purchase as a guest you must always check your junk mail if it does not arrive in the regular mail.
Remember that you can always contact us at +39 3297799265 also through whastapp and ask for information about your order indicating the Order number.
How can I order?
Visit the "HOW TO BUY ON DOSICILY" page in the information section.
I can't find what I have in mind on your site, can I ask for help even by phone?
Sure! Call the number +39 3297799265 also through whastapp and speak directly with our sales managers.
Why does the system add a € 2 "order management fee" if I exceed € 77.47 ?
The "Order Management Fee is the cost of the STAMP which replaces the cost of VAT on the Invoice and is mandatory.
Stamp duty on electronic invoices is payable whenever the amount of these documents is excluded, exempt or out of scope for VAT for an amount exceeding 77.47 euros.
How do the coupons work?
The coupons of dosicily.com can be used in a simple and fast way, just apply the code issued by the dosicily staff in the cart "LOOK AT THE CART" under "Use coupon code".
Coupons are valid for the rules that dosicily decide to apply for single coupon.
Usage Coupon Rules:
1. Coupons can be used only during the validity period;
2. Only one coupon can be used per order;
3. A coupon cannot be used on two separate orders;
4. The Coupon does not include the shipping cost and must meet the minimum order requirement;
5. Vouchers GIFT Vouchers cannot be redeemed for cash;
6. Once a coupon has been successfully applied to your order, it will be added to your order total, it cannot be moved to other orders.
If necessary, please contact Customer Service for further processing;
7. The discount will also be indicated in percentage on the invoice.
Are there any resellers?
Yes, you can ask if in your area it is covered by resellers of our brand and they sell Pistachio with our brand, our managers will indicate you a reseller if it is present in your city.
Given the period of pandemic with high probability, many retailers have closed their shop, contact us and we will be able to tell you if there is still a dealer of DOSicily brand products in your city.
How does the delivery work?
When ordering, you can choose the address, city and country where we will deliver the product, you can also choose to invoice in one place and deliver in another place, usually in the case of gifts even at a distance. More information in the "Shipping" section
How long does it take for the order to arrive?
The products purchased on DOSicily.com arrive at your home throughout Italy in about 48 hours, on working days from the departure of the package. Confirmation takes place with a specific email sent to the Customer.
More information in the "Shipping" section
Is it possible to receive the order even in particular areas?
In the smaller islands, high mountain villages or disadvantaged areas, the delivery period could be longer.
Are shipments also made abroad?
Yes, we also make shipments outside Italy and outside Europe.
Are free shipping possible?
We prefer to give a justified real discount on the invoice through COUPON in% or VOUCHER and not give the illusion of free shipping.
Unfortunately it is not in our company policy to make fun of the customer by increasing the costs of the products and saying that a free shipping is made in Italy.
Transportation costs have always existed and someone has to pay them.
Are there any other additional expenses?
The only costs payable by the customer concern the shipping costs, indicated before the conclusion of the order, and possibly if the threshold of 77.47 is exceeded, the stamp duty is automatically triggered with the item "Order Management Contribution" of € 2
How much does the delivery service cost?
It depends on the country of destination.
It may happen that in some areas considered remote areas a surcharge is added to the transport cost.
The first rate in Italy I have in any other place in the world can be estimated in the "LOOK AT THE CART" section only after adding the products.
You can check the shipping costs in the section "LOOK AT THE CART" under the third item "CALCULATE SHIPPING COSTS AND TAXES".
How much and how can I return an order placed in the Online Shop?
It is possible to return a purchase made on this site in the ways and conditions indicated in "Right of withdrawal and refunds" on the Terms & Conditions page.
I am not clear about the information on ingredients and allergens?
Each product in the description / Specifications contains all the information provided in this regard.
We recommend that you check all the information before making your purchase.
The website manager is always available for any clarifications, including by telephone.
How to prepare the item for return?
Pack and pack the item / s to be returned with care and in an orderly manner in the original packaging.
We do not accept discarded products.
Obviously apply the shipping labels of the package.
To start an email to our assistance center and communicate the desire to return a product purchased on the Online Shop.
When will i get my refund?
The refund will be made once our warehouse has received and checked the return, using the same payment method used by the customer for the initial transaction, unless otherwise agreed.
Can I choose the delivery time?
Even though our couriers like DHL offer timed services, DOSicily.com cannot guarantee you exact delivery times, but you can eventually customize your delivery if you choose DHL as your courier.
What payments do you accept?
It is possible to pay through credit cards, PayPal (even for those who do not have an account), or bank transfer. In the case of a bank transfer, the times are longer as we have to wait for the payment to be credited.
Can I pay on delivery?
Yes, you can pay on delivery
By choosing the Cash on Delivery method, the payment of the products will be made directly to the courier once the package is received, the payment must be made only in cash, as long as the total to be paid is less than € 400.
A surcharge of 5 euros is added to the cash on delivery. (Cost that couriers ask for the cash collection service)
Bank or cashier's checks are not accepted.
The method of payment on delivery is made only in the Italian territory.
Cash on delivery (ITALY ONLY) Not active on the pre-holidays of Christmas and Easter
What credit cards do you accept to buy online?
All major credit, debit and prepaid cards are accepted, such as: Visa, MasterCard, PayPal prepaid card, Postepay, American Express etc. etc.
To pay with credit cards you must choose the PayPal method, which also manages all credit cards, the system will direct you to the protected Paypal servers.
Payment is made securely through the PayPal payment module, through which you can also pay by credit or debit card, even without the need to sign up or register.
PayPal is currently the safest and most used online payment method, also thanks to its consumer protection policy.
What are the data for making the payment by bank transfer?
By choosing the advance bank transfer method, the system will provide the data to make the transfer upon selecting the payment before the conclusion of the order.
We advise you to Copy and paste the data even before confirming, or you will receive by email the report of your order with all the data to make the bank transfer.
The order will be processed upon receipt of payment, and the goods will be shipped only after having been credited to our bank account.
How can I be sure that my order has been received correctly?
After completing the purchase, you will immediately receive the order confirmation via the email you sent us, always check junk mail or spam.
Your order will be updated with further status update emails eg: "DESSERTS IN PREPARATION" or "ORDER IN PROCESS" or "SUSPENDED FOR CHECK" and so on as appropriate.
How can I report special delivery instructions?
You can inform us of your special needs when ordering, by including them in the "LEAVE ADDITIONAL INFORMATION TO YOUR ORDER" field.
I have chosen to collect the product from your store, what is the exact address?
There is no withdrawal, Only Online.
How can I let the recipient know the name of who sent the gift?
You can include your name in the "LEAVE ADDITIONAL INFORMATION TO YOUR ORDER" field during the order. We recommend that you also enter a message along with the name.
I don't want to let the recipient know who sent the gift is it possible?
We know how important confidentiality is even on special occasions.
For this reason, when we deliver our products, we do not disclose to the recipient who ordered them.
If you wish, you can include your name at the time of the order. In case of delivery anonymously, your data will be processed exclusively for accounting purposes and will not be disclosed to the recipient or to the courier.
Do I need to have an account on this site to make a purchase in the Online Shop?
You can make a purchase with either an account registration or a guest account without a password.
The data provided by the user (name, surname, tax code, VAT number. SDI code, email, telephone, residential address, shipping address, etc.) are necessary for the correct fulfillment of the order placed on this site.
This data can also be changed after creating an account.
The creation of an account also allows the storage of a history of orders placed.
How can I recover my account password?
To recover your password, simply follow the instructions "Forgot your password?" (Lost your password?) When accessing the account. By entering your email, you will receive a message with instructions for recovering your password (always check junk mail or spam).
Where can I find any updates and promotions on the products?
You can get an overview of all the news from the DOSicily world by following us on our official Facebook and Instagram profiles or consult the blog on this site.
Is there a minimum order to buy?
No, the customer is free to place orders of any cost.
Can I place an order via phone or social media?
Yes. Contact by phone or send a message via the messaging tools present, indicating the proportions and / or quantities of the item you want to purchase.
Our Customer Service will be happy to help you complete your order and transcribe it in a traceable manner through written and emailed order confirmations.
Can I cancel or change my order?
Since we try to ensure rapid shipments of orders placed by our customers, it is advisable to contact our Customer Service to cancel or make changes to the order placed on this site, in compliance with the RIGHT OF WITHDRAWAL rules.
Further information on canceling an order can be found in "Right of Withdrawal" on the Terms & Conditions page.
How do i receive the ordered products?
The products are packed and packaged in compliance with the regulations.
Delivery / shipment will be carried out in a manner suitable for preserving the characteristics of the product, within the timing agreed with the order.
Read here more info on the conditions of sale.
I received a damaged or partially opened product what should I do?
Contact our sales office in a timely manner, complaints on damaged packaging must be reported to the courier and accepted with reserve immediately reporting it to the courier before signing the package.
How can I prove that my Product has been damaged or does not comply with my online purchase?
Contact our sales office in a timely manner, you need the photos that certify the problem within the terms of the "Right of Withdrawal" on the Terms & Conditions page.
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