1. HOW DO I PAY FOR MY ORDER?
Caffè Diem offers several payment method, all safe and secure. The buyer can chose among:
• Credit or Debit Card;
• Bank transfer at sight (N.B. It's mandatory to quoting your full name and the order number in the purpose order to help us to find your order details faster);
• Paypal Account CASH ON DELIVERY IS NOT ACCEPTED AND ALLOWED ABROAD.
2. HOW LONG DOES IT TAKE FOR ME TO RECEIVE MY ORDER?
Caffè Diem will ship your order within 1-2 working days after the payment received (excluding saturday, sunday and bank holidays)
*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.
The indicated delivery time is the following one:
NL, BE, FR, DE, AT, UK, IE: 1 - 3 working days IES, PT, PL, DK, GR, CRO, HU: 3 - 5 working days NON-EU: 5 - 7 working days
3. I'VE A DISCOUNT CODE. HOW CAN I USE IT ?
You need to add your code to your order at checkout, before you submit your order to us. Keep in mind that a code cannot be added to your order once it is submitted, so be sure that your code shows up in your order summary before you select the 'Place your order' button. Attention: Verify that your coupon worked. You can check it on the 'Review Order' screen that will alert you if your code was successfully applied. Terms and Conditions:
• You can use FOREVER your discount code, so don’t lose or throw it away;
• You cannot combine discount code, promo codes, etc.;
• You have to add your coupon code at checkout prior to submitting your order. Unless there is a malfunction of the site, this responsibility is all yours;
• Our coupon are free. They have no expiration dates;
• Discount code are non-refundable and non-exchangeable for cash;
• Our system will determine the percentage of discount based on the value of the item;
• If an order consists of more than one item, the value of the code is divided proportionately to the price of each item;
• If you are returning item(s) which was purchased using a discount code, only the final paid price (after discount) will be refunded.
• You must enter it on our website www.caffediem.it
4. WHERE CAN I FIND THE STATUS OF MY ORDER?
As soon as your order is shipped, you will receive an email or a phone message with the Tracking Number. The expected delivery time is mentioned in 'working days', which means that weekends and national holidays are not taken into account.
5. ARE THERE ANY SHIPMENT COSTS (EXCLUDING SHIPPING CHARGES)?
CAFFE' DIEM offers worldwide shipping service to the countries that can be selected as delivery countries on the website (almost all are included).
Please note: for orders shipped to an address outside the EU, the buyer may be subject to import duties and taxes, which are levied when the shipment reaches the specified delivery address. The buyer will be responsible for payment of such import duties and taxes. It should be noted that CAFFE' DIEM has no control over these charges and, since these charges are different for different countries, CAFFE' DIEM cannot predict their amount. CAFFE' DIEM advises the buyer to contact the local customs office for further information.
6. TO WHICH COUNTRIES DO YOU SHIP?
CAFFE' DIEM offers worldwide shipping. No free shipping is possible abroad (this option is valid only in Italy).
7. WHICH COURIER DO YOU USE FOR YOUR INTERNATIONAL SHIPMENT SERVICE?
CAFFE' DIEM uses UPS and DHL express courier. Our international delivery service is fast, safe and tracked!
8. I’VE RECEIVED AN ITEM THAT I HAVEN’T ORDERED. WHAT HAVE I TO DO?
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 firstname.lastname@example.org 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.
9. I’VE RECEIVED A DAMAGED PARCEL. WHAT HAVE I DO?
In case a product has been delivered to the buyer in damaged or incomplete state, the buyer must inform CAFFE' DIEM Customer Care Team as soon as possible (within 24 hours after receiving the order) by writing an email at email@example.com Subsequently, CAFFE' DIEM will decide how to deal with the matter at hand. The customer must always wait for the instructions of 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, shipping charges included.
10. I HAVE RECEIVED MY ORDER BUT I WANT TO RETURN IT. WHAT HAVE I DO?
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 will arrive to us by return postage. Delivery charges cannot be refunded. To return any items, e-mail us at firstname.lastname@example.org 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 refund. 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. Delivery charges cannot be refunded.
11. I'VE ORDERED THE WRONG CAPSULES.. THEY DOESN'T FIT INTO MY COFFEE MACHINE. WHAT HAVE I DO?
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 email@example.com If the returns will be possible (it means that the boxes is unopened and not damaged or used), CAFFE' DIEM will give you specific instruction about the return shipping which will be at buyer's expenses. Once the parcel returned, the coffee box will be accurately checked by the return office department. Please, note that you must return the item new, not damaged and perfectly packed. After the inspection done we will either replace the coffee system box (in case or major price the customer will pay an additional amount, in case of low price the customer will receive a refund of the difference of the price) or arrange a refund of the full value of the goods, shipping charges excluded.
12. HOW CAN I GET MY REFUND?
In case of your order has been cancelled or you have returned an item bought on www.caffediem.it CAFFE' DIEM will refund you the total you paid for it. Please, note that :
• For most products bought online (such as electronic items, etc.) you have a legal right to change your mind within 14 days and receive a refund;
• We will refund you the price you paid for the products excluding delivery costs, by the method you used for payment;
• We will make any refunds to you as soon as possible : According to the Law, all refund must be done within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
13. IS MY COFFEE MACHINE COVERED BY WARRANTY?
Yes! All our coffee machine 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 EU. The warranty is represented by the invoice that you receive into your parcel, so.. take care and don't lose it !
Need some help? Write us an email at firstname.lastname@example.org We aim to respond to all your questions within one or two working days (Sundays and bank holidays excluded).