Shipping and delivery
Order preparation and handover to the carrier
Orders are normally prepared and handed over to the carrier within 2 working days after payment has been confirmed, unless otherwise stated on the product page, during checkout or in the order confirmation. Any delivery times shown are estimates and may vary depending on the destination, carrier, product availability and periods of high demand.
The available shipping methods and their costs are displayed during checkout, before the order is submitted, and are summarised in the order confirmation. Where available, the tracking link is sent to the customer. Orders placed separately cannot be combined automatically and may therefore be processed and shipped separately.
Delivery, visible damage and transfer of risk
Made in Ischia remains responsible for the goods until the customer, or a third party designated by the customer other than the carrier, takes physical possession of them. Where the customer independently appoints a carrier that was not offered by Made in Ischia, the risk passes to the customer when the goods are handed over to that carrier.
Upon delivery, we recommend checking the condition of the packaging. If there is visible damage, please document it and report it promptly to the carrier and to Made in Ischia. This helps us handle the issue and does not limit the consumer’s rights under the legal guarantee.
Delivery of alcoholic beverages
Alcoholic beverages may only be delivered to persons who have reached the minimum legal age under the applicable law. The carrier may request proof of age or identity at the time of delivery.
Consumer’s right of withdrawal
This section applies to consumers who are entitled to a statutory right of withdrawal under the applicable law, in particular European Consumers, meaning natural persons who purchase for purposes outside their trade, business, craft or profession. The statutory right of withdrawal does not apply to purchases made for professional purposes, unless Made in Ischia expressly grants more favourable conditions.
Subject to the exceptions set out below, the consumer may withdraw from the contract, including only in respect of certain products in the order, within 14 calendar days without giving any reason.
The withdrawal period starts on the day when the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the goods. Where several goods purchased in one order are delivered separately, or a single item is delivered in separate lots or pieces, the period starts when the last good, lot or piece is delivered.
How to exercise the right of withdrawal
The consumer must communicate the decision to withdraw before the 14-day period expires by using one of the following methods:
- Online withdrawal function: sign in to the customer account and open Order history and details, select the relevant order, choose the products and quantities covered by the withdrawal and use the “Withdraw from the contract here” function. The statement is submitted by clicking “Confirm withdrawal”. Giving a reason is optional. Without undue delay, the consumer receives an acknowledgement by email containing the submitted statement, the date and time of submission and the order details.
- Unequivocal statement: send a clear statement of the decision to withdraw to info@madeinischia.com or through the Contact page. The model withdrawal form at the end of this page may be used, but it is not mandatory.
The withdrawal is exercised in time if the statement is sent before the 14-day period expires. No prior authorisation from Made in Ischia is required. The automatic acknowledgement only records receipt of the withdrawal statement: it is not advance approval of a refund, an assessment of the condition of the goods or confirmation that no statutory exception applies. Submitting the request does not automatically issue a refund.
Returning the goods
After communicating the withdrawal, the consumer must return the goods without undue delay and no later than 14 days after communicating the withdrawal. The deadline is met if the goods are handed over to the carrier before the 14-day period expires.
Unless Customer Service provides different instructions, the goods must be sent to:
MADE IN ISCHIA SAS DI D’ORTA PAOLO E C.
Via Duchessa di Genova, 2
80074 Casamicciola Terme (NA)
Italy
The direct cost of returning the goods is borne by the consumer. The parcel does not have to be insured and no specific carrier is required; however, we recommend using a trackable service and keeping proof of shipment.
The goods must be packed appropriately and returned with the accessories, components and any other items received. The original packaging, where available, helps protect the goods, but its absence does not automatically result in the loss of the right of withdrawal, without prejudice to the statutory exceptions concerning sealed goods.
Inspection of the goods and diminished value
The consumer may handle the goods only to the extent necessary to establish their nature, characteristics and functioning, in the same way as would reasonably be permitted in a physical shop.
If the goods have been handled or used beyond what is necessary, the consumer is liable for any resulting diminished value. Any reduction must be proportionate, objective and capable of being documented. Excessive handling does not automatically invalidate the withdrawal, but it may result in a corresponding reduction of the refund.
Refunds
Where the right of withdrawal has been validly exercised, Made in Ischia refunds the amounts due without undue delay and no later than 14 days after being informed of the consumer’s decision to withdraw.
The refund is made using the same means of payment used for the original transaction, unless the consumer expressly agrees otherwise and provided that the consumer does not incur any fees as a result.
Where the consumer withdraws from the entire order, the refund includes the price of the goods and the cost of the original standard delivery, where paid. Additional costs resulting from the consumer’s choice of a delivery method more expensive than the least expensive standard delivery offered are not refunded. In the case of a partial withdrawal, the products concerned are refunded and the original delivery costs are refunded only where and to the extent required by law and by the structure of the order.
Unless Made in Ischia has offered to collect the goods, the refund may be withheld until the goods have been received or until the consumer provides evidence that they have been sent back, whichever occurs first.
Exceptions to the right of withdrawal
The right of withdrawal does not apply in the cases provided for by law. In relation to the products sold on this website, the following exceptions may be particularly relevant where their statutory requirements are actually met:
- goods made to the consumer’s specifications or clearly personalised;
- goods liable to deteriorate or expire rapidly, such as certain fresh products;
- sealed goods that are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.
Any exception is assessed according to the actual nature of the product and the statutory requirements. The mere fact that a product is food, cosmetic or alcoholic does not automatically exclude the right of withdrawal.
Damaged, incorrect or non-conforming goods
The right of withdrawal is separate from the remedies available under the legal guarantee of conformity. Where a product is damaged, incorrect, defective or not as ordered, the customer should contact Made in Ischia promptly at info@madeinischia.com or through the Contact page, including photographs and the order details where possible.
Exercising the right of withdrawal does not limit the consumer’s rights under the legal guarantee or any other mandatory consumer protection rules.
Optional model withdrawal form
The consumer may copy and send the text below. Use of this form is optional and it does not replace the online withdrawal function available in the customer account.
To: MADE IN ISCHIA SAS DI D’ORTA PAOLO E C., Via Duchessa di Genova, 2, 80074 Casamicciola Terme (NA), Italy – info@madeinischia.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
____________________________________________
Ordered on (*) / received on (*): ____________________________
Name of consumer(s): _______________________________________
Address of consumer(s): ____________________________________
Order number or reference: _________________________________
Signature of consumer(s), only if this form is submitted on paper: ____________________________
Date: ____________________________
(*) Delete as appropriate.