+39 0825 594 948
Reseller Area
1. OUR TERMS
1.1 These are the terms and conditions are between CAFFE’ DIEM SRLS, a Company registered in Italy,(REA Registration Number AV-195634 and Registered Office at San Michel di Serino (AV), Via Santa Candida Ortali no. 27 – 83020, Registered VAT Number is 02964220640), and our Customer and they specify how this company supply products to our Customer, whether these are goods, services or digital content.
1.2 Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, what to do if there is a problem and other important information.
2. HOW TO CONTACT US
2.1 You can contact us by telephoning our customer service team by writing to us at estero@caffediem.it;
2.2 If we have to contact you we will do so by telephone or by writing to you at the email address you provided to us in your order.
3. OUR CONTRACT WITH YOU
3.1 Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
3.2 If we are unable to accept your order, we will inform you after your order placed and we will refund you if we had charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
3.3 We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.4 Our website is for the promotion of our products in worldwide, especially in UK.
4. OUR PRODUCTS
4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colors accurately, we cannot guarantee that a device's display of the colors accurately reflects the color of the products. Your product may vary slightly from those images.
4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
5. YOUR RIGHTS TO MAKE CHANGES
5.1 If you wish to make a change to the product you have ordered please contact us by writing us an email to estero@caffediem.it . We will let you know if the change is possible (it means that we have received and approved your order but we haven’t still dispatched or shipped it). If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change (if the item is not available or if we have yet shipped it, etc) , you will be promptly informed.
6. PROVIDING THE PRODUCTS – PRICES AND DELIVERY
6.1 All our item prices are displayed in EUR to you on our website www.caffediem.it
6.2 The costs of delivery will be as displayed to you on our website. We ship via DHL or UPS and the shipping charges to UK is about EUR 17,00
6.3 During the order process we will let you know when we will provide the products to you. We will deliver the products to you as soon as possible and in any event within 3-5 working days after the day on which we receive your order payment (Saturday, Sunday and Bank Holidays are excluded). We also deliver products to the Channel Islands.
6.4 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control (for example, our supplier or courier fault) then we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay. Provided we do this we will not be liable for delays caused by the event (for example courier delays in delivery), but if there is a risk of substantial delay you may contact us and we will promptly handle the matter to resolve it and make you happy .
6.5 If you are not at home when the product is delivery at your address and you are not there to take delivery and the products cannot be posted through your letterbox, our courier will make a second attempt of delivery and, if you will not be available, he will leave a note informing you of how to rearrange delivery or collect the products from a local depot.
6.6 If you do not collect the products from us as arranged or if, after 2 or more failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs.
6.7 The product will be your responsibility from the time we deliver the product to the address you gave us or you collect it from us.
6.8 We may need certain information from you so that we can supply the products to you, for example, your contact details or deliver address. If so we will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it (2 or 3 working days), or if you give us incomplete or incorrect information, we wait for you until we receive this important information from you. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
6.9 Delivery will be made to the address specified by you when you register on the website, provided the address is within the UK. You have the ability to change this address through the «edit profile» feature and during the delivery address confirmation stage of the checkout process.
6.10 The delivery services we use include DHL and UPS Express Courier.
We offer standard, safe, secure and tracked delivery. After the shipment done, you will receive a Tracking Code by our Courier providing you the code you need to track your parcel, from the shipment to the delivery. The shipping charges are always at Customer’s expenses. No free shipment are offered abroad Italy.
All orders will usually be delivered within 3-5 working days *.
*Orders placed after 12pm on a working day will be shipped on the subsequent working day.
** The delivery time depends on the country, as well as the location. An order that is shipped to a rural location may take longer than an order that is shipped to the capital city (which is close to a DHL or a UPS airport hub). The expected delivery time in business days differs per shipping country. In the tracking info, that you receive as soon as the parcel will leave the CAFFE’ DIEM warehouse, an indicated delivery time is shown.
7. YOUR RIGHTS TO RETURN THE ITEM
7.1 Cancel the order. You have the right to cancel your order within 14 days from the receipt of the goods. We will issue refunds and credit your debit/credit card when the canceled goods arrive with us by return postage. Delivery charges cannot be refunded to our Customers.
To return any items, e-mail us at estero@caffediem.it quoting your order number. The items should then be returned by the buyer who will pay the returns shipping charges.
Please, note that you must return the item bought new, perfectly unopened and undamaged as received within 14 days of the delivery date for a full and complete refund (shipping charges excluded). We will issue refunds to the debit/credit card used to place the order. You should expect to receive your refund within 1/2 working days of the delivery of your return parcel to our company. However, according to the Law, the refund must be done within 14 days from the receipt of the return parcel.
7.2 Order of wrong coffee capsules. In case you place a wrong order and the coffee capsules bought doesn't fit into you espresso machine, CAFFE’ DIEM informs the customer that unfortunately the Italian Law doesn't allow us to accept alimentary returns. Anyway, inform the customer care by writing an email at estero@caffediem.it
7.3 You have received a different item from the one you bought. In case the buyer receives an incorrect product that the buyer did not order (as result of our error) the buyer must inform CAFFE’ DIEM as soon as possible (within 24 hours after receiving the order) by writing an email at estero@caffediem.it quoting your full name and the order number. CAFFE’ DIEM will take care of the return shipment of such a product and will subsequently take care of the shipment of the correct product to the buyer. CAFFE’ DIEM will offer a prompt replacement, refund or alternative item to the same value. Contact us within 24 hours, and we will arrange a prompt solution.
7.4 Delivery of a damaged parcel. In case a product has been delivered to the buyer in damaged or incomplete state, the buyer must inform the CAFFE’ DIEM Customer Care Team as soon as possible (within 24 hours after receiving the order) by writing an email at estero@caffediem.it Subsequently, CAFFE’ DIEM will decide how to deal with the matter at hand. The Customer must always wait for the instructions of the CAFFE’ DIEM Customer Care Team. We will arrange an inspection of goods with our courier. After the inspection done we will either replace the goods or arrange a refund of the full value of the goods, in this specific case, shipping charges are included.
7.5 If there is a problem with the product (for example, with your coffee machine). If you have any questions or complaints about the product, please contact us. Write us an email to estero@caffediem.it and we will answer as soon as possible.
8. PRICE AND PAYMENT
8.1 The price of the product (which includes VAT) will be the price indicated on the order pages when you place your order. We take all reasonable care to ensure that the price of the product advised to you is correct.
8.2 When you must pay and how you must pay. We accept payment with Bank Transfer at Sight, Debit or Credit Card and PayPal. You must pay for the products before we dispatch them.
NB. (N.B. It's mandatory to quoting your full name and the order number in the purpose order for bank payment to help us to find your order details faster). We don’t accept Cash On Delivery in UK. (This payment method is possible only in Italy).
8.3 We can issue invoices if you have a company in UK and have a VAT Registration Number. If you receive the invoice but you think that the invoice is wrong please contact us promptly to let us know. We will update it (if is still possible, it means within 1 or 2 weeks from issuing the document).
9. ITEM WITH 2 YEARS EU WARRANTY
9.1 All our coffee machines and electric items are covered by the Legal and Commercial Guarantee. It is valid for two year from the receipt of the item and it covers products bought in the E.U. The warranty is represented by the invoice that you receive into your parcel, so.. don't lose it !
10. LAW AND JURISDICTION
These Terms and Conditions and the relationship between you, our Customer, and this Company, CAFFE' DIEM SRL, shall be governed by and construed in accordance with the Law of the Italian Republic and CAFFE' DIEM and you agree to submit to the exclusive Italian jurisdiction.
Need some help? Do not hesitate to contact us for further information.
Write us an email at estero@caffediem.it
We aim to respond to all your questions within one or two working days (Sundays and Bank Holidays excluded).