FREQUENTLY ASKED QUESTIONS

FAQ & Help Centre

Got a question about Caravella Fine Food—products, orders, delivery, payments or returns? You’re in the right place. Browse the topics below or use the search to find quick answers on orders, delivery (including Nominated Day Delivery), returns, gifts, corporate, and more.

Quick links

Orders & Payments

How do I place an order?

Add your favourite products to cart, head to checkout, enter delivery details, and choose your payment method. You’ll receive an order confirmation by email instantly.

Can I change or cancel my order?

We process orders quickly. If you need changes, contact us within 1 hour of purchase. After dispatch, we’ll help via our returns policy.

What payment methods do you accept?

Major debit/credit cards and digital wallets (e.g., Apple Pay/Google Pay) are accepted. For EU businesses, you can add your VAT details at checkout for a proper invoice.

Will I receive an invoice with VAT?

Yes - your VAT invoice is emailed automatically after purchase. Need the invoice to a company name? Add company name, address and VAT number at checkout. Otherwise get in touch with us through Contact page → /contact , or contact us on support@caravellafinefood.com with:

Company name
Address
VAT number

Delivery & Nominated Day Delivery

Where do you ship?

We ship across the EU and to most international destinations worldwide. Service availability may vary by country, product type, and local import rules (e.g., alcohol). Orders are sent with UPS / Brt - DPD / DHL/ Fedex/SDA and are fully tracked. For deliveries outside the EU, local duties/taxes may be charged on arrival. Before placing an international order, please check your country’s customs and import regulations to confirm what’s permitted and any fees or documentation required. For details and exclusions, see /shipping.

How much is shipping?

We run Free EU shipping gourmet gifts promotions throughout the year. When not applicable, standard rates are shown at checkout based on destination and weight.

Do you offer Nominated Day Delivery?
Yes - where available, Nominated Day Delivery has no extra service fee; you only pay the transport cost when applied (or enjoy free delivery when available). Choose your preferred date at checkout or directly on product page before clicking "Add to Cart" where available. (Blackout dates may apply during peak periods.)

Can you deliver to multiple addresses in one order?
For multiple gift recipients, place separate orders or contact us Contact page → /contact for a bulk-shipping solution.

Do you ship alcohol (Prosecco/wine) in hampers?
Subject to local laws and carrier restrictions. If your destination restricts alcohol, we’ll suggest a non-alcoholic alternative.

Returns & Refunds

What’s your returns policy for food?
Unopened, non-perishable items can be returned within 14 days of delivery. Perishable or personalised items are not eligible unless faulty.

Item damaged or incorrect?
Photograph the parcel and contact us within 48 hours - we’ll arrange a replacement or refund promptly.

How do I start a return?
Visit /returns and submit your order number, or write to support@caravellafinefood.com and attach item photos (if damaged), describe briefly what has happened.

Track your order

How do I track my order?

From your account: My Account → Orders → Track. You’ll see the courier name (e.g., UPS/BRT-DPD/DHL/Fedex/SDA) and a live tracking link.
From email/SMS: your Shipping Confirmation includes the tracking number and a direct link to the courier portal.
No account? Use our Track My Order page with your order number + email. You can also create an account later using the same email to keep everything in one place.

I checked out as a guest - can I link that order to my account?
Yes. Create an account with the same email used at checkout; your recent orders should appear in My Orders. If you don’t see them, contact us with your order number and we’ll add it.

Privacy & security
We don’t store your full card details. Payments are processed securely by our payment partners. You can update preferences or request account deletion at any time.

Gifts, Hampers & Personalisation

Can I add a gift message or a branded card?
Absolutely. Add your message at checkout or direclty on product page where available - our team prints it on a premium card.

Will items ever be substituted?
Very rarely. If an item is unavailable, we’ll replace it with an equal or higher-value product of similar style and provenance.

Is a Caravella gift bag included?
Most hampers include a reusable Caravella branded bag for elegant gifting and presentation (see product page for details).

Gift presentation (what’s included?)
Our gourmet hampers and food gifts come gift-ready: premium tissue, ribbon, and decorative elements are included as pictured on the product page. Most sets also include a reusable Caravella bag for elegant gifting.

Do you offer gift wrapping?
Yes - but note that ribbon and decorative styling are already included with our hampers/food gifts. If you’d like extra wrap or a different style (e.g., a specific colour theme), add a note at checkout.

Will it look exactly like the photos?
We style parcels to match the look & feel shown. Minor variations (e.g., ribbon tone, seasonal greenery) may occur due to availability, but the overall premium presentation remains the same.

How can I add a gift message?

Your message is printed on a premium Caravella card and placed inside the parcel (prices never included or shown). You can add it in two ways:

At chechout:

Enter your text in the “Gift message” field at checkout.
Don’t see the field? Use the Order notes box at checkout, or contact us on support@caravellafinefood.com or through Contact page → /contact within 1 hour with your order number + gift message.

2. Directly on Product page

On the product page, add your text in “Add a gift message” before clicking Add to Cart. Where available, you can also select Nominated Day Delivery on the same product page (date picker). Eligible dates are shown based on destination; blackout dates and cut-off times may apply.
Otherwise contact us on support@caravellafinefood.com or get in touch through Contact page → /contact

3. Need to change or add a message after ordering?

Checkout does not allow edits. Please email support@caravellafinefood.com or get in touch through Contact page → /contact within 1 hour of purchase with:

Order number
Recipient name
Exact gift message (we print as provided)

4. Useful details

Limit: up to ~200 characters at checkout; up to ~500 characters on product page.
Languages: moslty all languages are supported.
Presentation: hampers & food gifts are gift-ready—premium tissue, ribbon, and decorative elements included as pictured.

My Account & Preferences

Do I need an account?
No, but we strongly recommend it for a faster checkout and better order management. Creating your personal account lets you view orders, save addresses, and (soon) manage subscriptions and preferences.

Why should I create a Caravella account? (Benefits)

Real-time tracking in one place: see order status (Processing → Dispatched → Out for delivery → Delivered) and open the courier tracking link directly from My Orders.
Delivery & Nominated Day made easy: your addresses are saved, so choosing Nominated Day Delivery takes seconds at checkout.
Faster checkout: your details are pre-filled to place orders quickly.
Invoices on demand: download VAT invoices anytime from My Orders.
Easy returns: start a return or report an issue right from the order page.
Preferences & subscriptions: manage marketing preferences and, when available, pause or cancel product subscriptions.
Corporate friendly: keep company details saved for quick VAT invoicing on future orders.

How do I reset my password or change email preferences?

Go to My Account → Settings to reset your password and manage marketing preferences at any time.

Checkout as a Guest

How will I receive delivery info if I don’t create an account?

We’ll email you the Order Confirmation right after purchase and a Shipping Confirmation with your tracking number and a direct courier link (UPS/DPD/DHL) as soon as your parcel is dispatched.
If you added a phone number, you may also receive courier SMS updates where available.
You can always track via our Track My Order page using your order number + email used at checkout.

Important: please ensure your email address is correct at checkout—otherwise you won’t receive tracking or delivery updates.

I checked out as a guest—can I link that order to a new account later?

Yes. Create an account with the same email used at checkout and your recent orders should appear under My Orders. If not, contact us with your order number.

What if I mistyped my email?

Contact us ASAP with your order number, name, and correct email. If the parcel is already dispatched, we’ll still provide your tracking link and update your email for future notifications where possible.

Didn’t receive emails?

Check spam/junk and search your inbox for “Caravella Fine Food”.
Add support@caravellafinefood.com to your contacts and request a resend.

Quick links:

Loyalty, Rewards & Newsletter

Do you have a loyalty program?
We currently offer seasonal rewards and early-access perks via our newsletter. Sign up on any page footer to receive exclusive offers, previews and treats.

Birthday perks or VIP access?
Occasionally available during promotional periods. Make sure your date of birth and preferences are saved in My Account to be eligible.

Subscriptions (Selected Products)

Can I subscribe to regular deliveries (e.g., honey)?
We’re piloting subscriptions on selected products. When enabled, you’ll see a “Subscribe & Save” option on the product page.

How do I manage or cancel a subscription?
From My Account → Subscriptions you’ll be able to update card details, pause, or cancel before the next renewal. Or contact us on support@caravellafinefood.com or through Contact form of this website.

Corporate, Events & Bulk Orders

Do you do corporate hampers and branded gifts?
Yes—bespoke hampers, branded cards, and multi-address shipping. Email corporate@caravellafinefood.shop with quantity, budget, and destination list.

VAT invoices for companies?
Of course—add company details and VAT number at checkout or ask our team post-purchase.

Ingredients, Allergens & Dietary

Are your honeys raw/unpasteurised?
Yes—our single-origin Italian honeys are raw and unpasteurised (see each PDP for origin and tasting notes).

Dietary info (vegan/vegetarian/nuts/gluten)?
Check each product’s ingredients and allergen statement on the product page. Contact us if you need assistance for corporate or large orders.

Sustainability & Packaging

What about your packaging overall?
We prioritise paper-based, recyclable packaging and keep plastics to a minimum. Many hampers include a reusable Caravella branded bag for elegant gifting and longer life at home. Please follow local recycling rules where you live.

Which materials do you use?

Outer box: sturdy corrugated cardboard (recyclable).
Void fill & wrap: paper cushioning or shredded paper; tissue paper with water-based inks.
Seals/labels: mostly paper tape or low-ink labels.
Gift presentation: reusable Caravella bag; optional ribbon/tissue.
Exception (fragile/heat-sensitive): we may use minimal bubble wrap or thermal liners to protect glass or chocolate in hot months.

Do you minimise plastic?
Yes. Plastics are avoided unless strictly necessary for product integrity and food safety (e.g., glass protection). When used, we keep them minimal.

How should I dispose of the packaging?

Cardboard & paper: recycle with paper/card streams.
Plastic film/bubble (if any): follow local guidelines (often soft-plastic collection).
Caravella bag: reuse (shopping, storage, gifting).
Always check local recycling facilities and instructions.

Can I request plastic-free packing?
For most orders, yes - add a note at checkout (“Plastic-free packing where possible”). If protection is essential for fragile items, we’ll still minimise plastics.

Do you offer gift wrapping?
Yes - premium tissue & ribbon upon request (see product page or add a note at checkout).

Our Producers & Sourcing

Who makes Caravella products?
We champion small-batch Italian artisans from across Italy - South to North (from Sicily and Puglia to Tuscany, Emilia-Romagna, Veneto, Lombardy, Piedmont and beyond).

Do you support local economies?
Yes - across all Italian regions, working directly with small producers and family businesses, planning seasonal volumes, and paying fair prices that sustain craftsmanship.

How do you select producers?
We look for:

Origin & traceability (clear provenance, harvest/lot where relevant).
Craft methods (e.g., raw unpasteurised honey; bronze-drawn pasta; cold-pressed EVOO).
Quality & taste (sensory checks, consistent standards).
Small-batch ethos (limited runs, seasonal availability).
Responsible practices (materials & processes aligned with our packaging approach).
Fair terms (long-term collaboration and prompt payments).

Are there certifications?
Where applicable (e.g., BIO/Organic, DOP/IGP), we’ll show them on the product page. When not applicable, we provide origin details and ingredient transparency.