gourmet-hamper-caravella-fine-food-Delivery-info_9307_1500x1000.webp

RETURNS & REFUNDS

Returnes & Refunds Information

At Caravella Fine Food, we want ordering premium Italian gourmet food and gift hampers from Venice - Italy to feel completely safe and straightforward. On this page you’ll find everything you need: how returns work for unopened items only, how to request a return and receive a return label, refund timing (processed within 5 business days after inspection), plus clear guidance for damaged, incomplete, or lost deliveries. We prioritise damaged deliveries and lost parcels and aim to resolve these cases first — including dispatching replacement or missing items within 3 business days of confirmation and providing a new tracking link. As always, every order is shipped with tracked delivery, and eligible hampers arrive gift-ready with a Caravella branded gift bag and protective, thoughtfully designed packaging.

At a glance

Unopened returns only: returns for change of mind are accepted only if items are unopened, unused, and seals intact.
Return label provided: we send a return label after approval (see “Return label & costs”).
Refunds: issued to the original payment method within 5 business days after we receive and inspect the return.
Damaged or incomplete orders: send photos; we dispatch replacement/missing items within 3 business days of confirmation, with a new tracking link.
Lost parcels: if confirmed lost by the carrier, we send a replacement at no extra cost.

Contact us first

For returns, damaged deliveries, or missing items, contact us first and include your order number so we can help immediately:

Contact page: https://www.caravellafinefood.shop/contact
Email: contact@caravellafinefood.com, support@caravellafinefood.com
WhatsApp: +39 345 6119661, +39 342 0119443

Returns & refunds overview

Returns and refunds fall into a few clear scenarios. If you changed your mind, we can accept a return only for eligible items (unopened, seals intact, original packaging, and complete gift sets where applicable), with return shipping paid by the customer. If your order arrives damaged, incomplete, wrong, or is lost in transit, we prioritise these cases and resolve them quickly — typically by sending replacement or missing items at our expense and providing a new tracking link. The sections below explain your cooling-off rights, what can and can’t be returned, and how refunds are approved and issued.

Order cancellation & cooling-off period (online orders)

You may have the legal right to cancel an online purchase within a 14-day cooling-off period, starting the day after you receive the goods. As a customer-friendly policy, Caravella Fine Food extends this period to 30 days from the date of delivery for eligible items (see exclusions below). Your statutory rights are not affected.

Items excluded from returns (food safety & product integrity)
This right does not apply to:

Perishable goods and items likely to expire rapidly (where applicable), including gift boxes/hampers containing such items.
Sealed items where the seal, safety cap, or cellophane has been broken (for health protection and hygiene reasons).
Personalised or bespoke items (if offered).
Any gourmet food or beverage returned opened, used, or not in original resalable condition.
Bundles, hampers, or gift sets returned incomplete (missing one or more items).
Items sold as final sale / reduced due to short shelf life (if you ever run these promotions).

Order cancellation before dispatch
If your order has not yet been dispatched, you may request a cancellation by contacting us and providing your order number and a clear cancellation request. If we are able to stop the shipment in time, we will issue a full refund (items and any shipping charges paid, where applicable) within 5 business days of your cancellation request.

How to cancel a dispatched/shipped order
To request a cancellation for dispatched/shipped order, please contact us first and include your order number and the email used to place the order. We will confirm eligibility (unopened items only) and send you a return label and step-by-step instructions.

How to cancel a received order
If you have already received your order and wish to cancel/return it, please contact us with your order number and the email used to place the order. We will confirm eligibility (unopened items only) and send a return label and instructions. Please, review the sections below for return eligibility, costs, timelines, and exclusions.

Return dispatch deadline for received orders
After notifying us of your return request and receiving approval, please ship the return within 14 days using the provided return label and instructions.

Returns eligibility (change of mind)

Because we sell gourmet food and gift hampers, returns are accepted only for products that are unopened, unused, and in original, resalable condition, with any seals/cellophane/tamper evidence intact.

To be eligible, the return must meet all of the following:

Items are unopened and unused
Seals are intact (where applicable)
Items are in the original packaging and in resalable condition
Gift sets and bundles are returned complete (all items included)

If a product has been opened, used, unsealed, or is not resalable, we may be unable to accept the return for food safety and hygiene reasons.

How to request a return

Contact us via the Contact page/email/phone above and provide:

your order number
which items you want to return
the reason (optional, but helpful)

We confirm eligibility and send return instructions and a return shipping label.
Pack the items securely (ideally in the original outer box) to prevent damage in transit.
Ship the parcel and keep proof of postage/tracking.
Once received, we inspect the return and process your refund.

Returning a gift
If you are returning an unwanted gift, please contact us and include the order number and the delivery full shipping address. Our Customer Care team will guide you through the return options.

Return label & costs

Change-of-mind returns

We provide a return shipping label for approved returns. The shipping cost of returning the goods is the customer’s responsibility in case of Change-of.mind returns and may be deducted from the refund (or charged separately, depending on the destination/service used).

We make this simple: once your return is approved, we will send you a return label at our best available rate based on your country and parcel weight/size.
You’ll see the exact return shipping cost upfront before we issue it. If you proceed, the shipping cost will be deducted from your refund (or charged separately, depending on the destination/service).

Alternative option: You may also return the parcel using your preferred courier, but it must be tracked and packaged securely and tracking number sent tu us. We recommend using our label for speed and easier handling.

Tracking requirement (returns sent with your own courier)
If you choose to return the parcel using your preferred courier, the shipment must be fully trackable. Please send us the tracking number before delivery (so we can trace and monitor the return in transit). If we do not receive a valid tracking number in advance, the return may be delayed and, in some cases, may be not accepted (as we cannot confirm delivery or liability during transit).

In case of wrong item, missing item, faulty item or your order arrived damaged, we cover the costs and arrange a replacement at no extra cost.

Return shipping costs
(change of mind)

The prices shown below are indicative and may increase or decrease depending on the destination, weight, and parcel dimensions (volumetric weight), as well as carrier pricing at the time of return. We will always confirm the exact return label cost upfront before issuing the label.

EU mainland - Austria, Germany, France, Spain, Portugal, Netherlands, Belgium, Luxembourg, Denmark, Sweden, Poland, Slovenia, Croatia: from € 10 (up to 3 kg)
UK/Ireland: from £ 17,99 (up to 3 kg)
Bulgaria, Greece, Czechia, Hungary, Romania, Slovakia, Finland, Estonia, Latvia, Lithuania, Malta: from € 15 (up to 3 kg)
Switzerland / Norway / Cyprus: from € 21,99 (customs-ready returns where applicable)
Rest of world: quoted case-by-case

To minimise return shipping costs and speed up processing, we strongly recommend reusing the original Caravella outer box (or a similarly sized sturdy box) and returning the order as received. Using the original packaging helps keep the parcel size within the most cost-effective bracket and makes return handling faster and more reliable.

Refunds

When are refunds issued?

After we receive your return, we inspect it to confirm the products and packaging are intact and resalable.

If the return is approved, we issue your refund within 5 business days of inspection completion. Your bank or payment provider may take additional time to post the refund to your account.

How will I be refunded?

Refunds are issued to the original payment method used for the purchase (where possible). Please note your bank/payment provider may require additional time to show the refund on your statement.

What is refunded?

Once the returned goods have been received and inspected, we will refund the eligible items. Where applicable, we also refund the cost of our lowest-priced standard delivery option. Any delivery upgrades (such as express or premium services) are not refundable.

Can you withhold the refund?

Yes — we may withhold the refund until we have received the goods back, or you provide evidence of having sent them back .

Refund approval & withholding policy

Refund approval and inspection

For returns, we will withhold any refund until we have received the goods back, inspected them, and approved the return in line with our eligibility criteria (unopened items only, seals intact, original packaging, and complete sets where applicable).

Refund timing
After inspection confirms the products are unopened and in resalable condition, we issue your refund to the original payment method within 5 business days. Your bank or payment provider may take additional time to post the refund to your account.

You may be contacted for details as to how we can make repayment to you. Please note, that returning the goods to us is your responsibility and we are not obliged to repay you for any costs that you have incurred in returning the products to us.

Your statutory rights are not affected.

Once your return has been inspected, we will email you to confirm that your refund has been approved and we will communicate the exact refund amount. For change-of-mind returns, the refund amount will be calculated net of return shipping and any non-refundable delivery charges (e.g., delivery upgrades where applicable).

Please note that no refund will be issued for goods that are not approved (for example, items that are opened, unsealed, used, incomplete, or not returned in resalable condition).

Damaged or incomplete orders

If your delivery arrives damaged or incomplete, we will make it right quickly.

What we need from you

Please contact us and include:

your order number
clear photos proving the issue:

damaged product(s) with the damage visible
the shipping label where possible
the outer box/packaging if it shows signs of damage
for incomplete orders: photos of what was received (all items laid out is ideal)

Important: If external damage is visible at delivery, please inform the courier immediately and, if possible, take a photo of the damaged parcel before opening. Also, please keep the outer packaging until the case is resolved.

What we do

Once the damage/missing items are confirmed, we will ship the replacement and/or missing products at our expense within 3 business days and send you a new tracking link to follow the replacement shipment end-to-end.

Lost parcels

If your order is lost in transit, it’s our responsibility to help you receive what you paid for.

We will work with the carrier to confirm the status of the shipment.
Once the parcel is confirmed lost (or the investigation reasonably concludes it is lost), we will ship a replacement order at no additional cost.
When the replacement shipment is created, we will send you a new dispatch confirmation and a new tracking link.

Non-returnable items

For food safety, hygiene, and product integrity, we cannot accept returns for:

opened food or beverages
items with broken seals/cellophane/tamper evidence
perishable goods or items likely to expire rapidly (where applicable)
bundles/hampers returned incomplete
gift cards / digital vouchers (if offered)

Incorrect address / failed delivery

Please double-check your delivery details at checkout. If a parcel cannot be delivered due to an incorrect or incomplete address provided by the customer, any return-to-sender and re-shipment costs may need to be covered by the customer.

Also, please double-check that your email address at checkout is correct — we use it to send your order confirmation, dispatch notice and tracking link, delivery updates, and any important communications such as return instructions, refund approval and the exact refund amount, replacement shipment tracking (if an order is lost or damaged), and any address/customs-related queries. If you don’t see our emails, please check your spam/junk folder. If you realise the email address provided is incorrect or not working, please contact us immediately so we can update it and ensure you receive all delivery and support communications.

FAQs

Can I return food items if I opened them?

No. For food safety and hygiene reasons, we can only accept returns for unopened items with seals intact.

Can I return a gift hamper if I changed my mind?

Yes, if the hamper is complete, all items are unopened, and the packaging is intact and resalable.

How do I start a return?

Contact us first (include your order number). We’ll confirm eligibility and send return instructions + a return label.

Do you provide a return label?

Yes. For approved returns we provide a label. For change-of-mind returns, the cost of return shipping is the customer’s responsibility and may be deducted from the refund.

When will I get my refund?

After we receive and inspect your return, we issue the refund within 5 business days. Your bank/payment provider may take extra time to post it.

What if my parcel arrives damaged?

Contact us with your order number and clear photos (damage + label + outer box if needed). After confirmation, we ship replacements within 3 business days, with tracking.

What if my order is incomplete or an item is missing?

Contact us with your order number and photos of what you received. We’ll send missing items at our expense, with tracking.

What if tracking shows “delivered” but I didn’t receive it?

Contact us right away with your order number. We’ll investigate with the carrier and guide you through the next steps.

Do I need to keep the packaging if something is damaged?

Yes — please keep the outer box/packaging until the case is closed, especially if there’s visible external damage.

Will you replace a parcel lost by the carrier?

Yes. If confirmed lost, we send a replacement at no extra cost and provide a new tracking link.

Legal right of withdrawal

Where applicable, you may have the legal right to withdraw from your purchase within 14 days of delivery, without giving any reason.
Important food exceptions apply: the right of withdrawal does not apply to goods that may deteriorate or expire rapidly, or to sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. For this reason, we accept returns only for unopened products with seals intact.
All returns and refunds are subject to the rules and eligibility criteria described above, including our requirements on item condition, seals/packaging integrity, timelines, evidence/photos where applicable, and refund approval after inspection.