Contacts
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+39 3934216572
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info@secretfood.eu
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FAQ
Buy
To purchase a product, simply select the quantity and click on “Add”. After adding all the desired products to your shopping cart, click on the cart at the top right and follow the steps to enter your address and finalize the payment.
The order has been received and is being processed, so it must still be packaged and shipped.
In any case, SecretFoodwill sends you an email to inform you of the status of the request.
Working with mostly artisanal products, it may happen that a product is not in stock, and the manufacturer cannot supply us within the pre-established shipping times.
You will be reimbursed within 24 hours, and you can place your order as soon as the product becomes available.
Invoices and accounting records
For each order, before finalizing the payment, it will be possible to request the relevant purchase invoice.
The document will be sent by email or inserted in the package.
We will send it to the customer via email or by entering it directly into the package, taking care not to choose this last solution if the order in question is a gift.
Send an email to info@secretfood.eu specifying all the changes to be made to the invoice, and we will send you the new invoice.
When a refund procedure is started for an order for which an invoice has already been issued, we will issue a credit note and send it directly to the customer’s email address, which can be consulted in the order details from your dashboard.
Shipping
Of course! Thanks to packaging made with isothermal containers and cooling materials, we can send you fresh products, keeping the controlled temperature up to 72 hours.
The destination address can only be changed if it has not yet been sent. Do this by accessing the “Orders made” section from your dashboard. If, on the other hand, the order has already started, unfortunately it’s not possible to change the delivery address independently.
If the order has already been sent, contact us, and we will inform the carrier of the change of address. Please keep in mind that we cannot guarantee a good outcome with the address change.
You can check the shipping status in the order details using the tracking code that will be provided upon departure of the goods. If you have any problems with the tracking, contact us.
Shipping days vary according to the needs of the individual product.
Generally, from the time of order, the departure of the goods varies from 1 to 4 days, plus shipping time.
Sure! Just enter the shipping address and the name of the recipient.
In the notes, let us know that it is a gift, and we will not insert any references to the price during packaging.
Refund request
To cancel your account, just send an email to info@secretfood.euspecifying your request. The account will be removed within 2 working days.
Payment can be made by credit/debit card of any circuit or through PayPal.
We remind you that PayPal also can be used without necessarily needing to have / create a new account, simply entering the data of your card and finalizing this single purchase.
No other payment methods are currently available.
Our payment methods are 100% secure, because they rely on international services such as Stripe and Paypal
For each shipment SecretFood notifies its customers of all useful information to keep an eye on the status of the order, sending emails that allow tracking of the package, including delivery notifications. It is possible to monitor the status of the shipment on your personal dashboard at any time.
In rare cases in which products are not suitable or intact at delivery, we remind you that it is the customer’s right to request a partial or total refund no later than 8 days from the delivery date.
To make a refund request, you must contact us via email at info@secretfood.eu, taking care to include the following data:
-Reasons
-Preferred repayment method
-Products involved, and a clear explanation of what happened
Please also attach photos showing the status of the disputed product and then wait for our Customer Service to take charge of the request.
Finally, we remind you that the right to reimbursement will not be guaranteed if one or more of the following conditions occur:
– incorrect, incomplete, or unsuitable delivery address;
– lack of a reference to the recipient visible to the courier at the delivery address (street number, name on the bell, etc.);
– non-delivery for absent recipient;
– failure to send photos showing the status of the product, if a bad product condition is the complaint;
changes of address required after the departure of the goods or not communicated directly to SecretFood;
– requests that are not compatible with the standard services provided by affiliated express couriers (delivery on time, postponement of delivery, etc.).
We also inform you that for every request for reimbursement the logistics updates provided by our agreed couriers will prevail.
If the refund—partial or total—is granted, SecretFoodor the manufacturer in question reserves the right to withdraw the disputed goods at the same delivery address by express courier.
If you encounter problems with the product received (damaged goods, missing items or items not corresponding to the order), you can request a refund no later than 8 days from the date of receipt.
In the case of perishable goods, it may not be possible to make a return but only proceed with the refund request.
For more information, read the Terms & Conditions section carefully and consult how to request a refund.
From the moment the request is forwarded, SecretFoodwill take care of it and open a dedicated session.
You will receive a reply as soon as possible, generally within 2 working days.
