- I want to cancel my order, is that possible?
This is quite possible, but contact customer service quickly before shipping.
- I want to use the withdrawal period, under what conditions is this possible?
You can cancel your purchase within 14 business days of delivery of the items. The items must be returned to us in their original packaging, in perfect condition and accompanied by the invoice. The return costs are the responsibility of the buyer. The exchange or refund will be made within a maximum of 30 days.
Fresh products are not refundable.
- I want to use the withdrawal period, when will I be reimbursed?
After receiving your package, you will be refunded within 30 days maximum.
- How do I know how my order is being processed?
To find out how your order has been processed, simply log into your account on the site with your username (email address) and password. In the history and details of your orders, you will be able to view the status of your order. If it has already been shipped, a tracking number has been provided.
- How do I change my address?
Go to my account, fill in the identification fields, then click on "your addresses" and then simply change your contact details.
- I lost my password what to do?
At the time of your login, simply click on "I forgot my password", a new password is assigned to you and sent to your email address.
- When will my credit/debit card be charged the amount of my order?
Your credit card will be charged on the day of your order.
- What is the easiest and fastest way to order on Siendas?
The easiest and fastest way to order on our website is to place an order online and pay with your credit card or Paypal. Your order is processed the same day from Monday to Friday.
- Is my payment secure?
Yes, we use an external banking platform (Stripe).
No credit card number is stored on our server.
When you pay, our partner Stripe encrypts your data and secures the transaction.
- I wish to pay my order by check
We do not accept checks.
- If an ordered product is out of stock, will you ship the rest of my order?
If, exceptionally, one of the ordered products is out of stock, our first action is to contact you to notify you. We will decide together what to do. There are three possibilities: - either you give up the broken item and we send you the rest of your order - or you wait until we are replenished (usually a maximum week) - cancel your entire order for a refund. We will contact you as soon as we have your entire order.
- Can I have it delivered to a different address than my home address?
Yes. When you fill in your contact information, simply click on “deliver to another address”, you choose where you want to be delivered.
- Can I give a gift to a friend and differentiate the delivery address from the billing address?
We have no problem with that. When placing your order, simply mention the new address in the form provided. We do not put an invoice in the package.
- If I am absent when my order is delivered, how does it work?
Most of our deliveries are handled by Dhl. Your package is delivered to you by this carrier. You receive a follow-up by e-mail, but also by sms. The deliveryman calls you before delivery to ensure your presence. In case of absence, You can choose the delivery of the package to a neighbor, a relay point, or another address. Attention, if you ordered fresh products, collect your package without delay.
- I ordered fresh products, is there any risk during transport?
We guarantee a reduced transport time and delivery to you before the weekend.
- How are fresh products packaged for transport?
Our fresh products are packaged in vacuum, then wrapped in film or isothermal envelopes with refrigerant gel. This technique keeps sensitive foods fresh for several days. The advantage: you can reuse these items as often as you like.
- How does my package get to me?
Please ensure that the package can be received at the time of distribution by our logistics partner. We inform you in due time by e-mail of the sending of the package. In case you are unable to be at your home when the package is delivered, you can have a neighbour pick it up or have it delivered to another delivery address, such as your workplace. The delivery in relay point is also possible once your order is made.
- How do fresh products arrive at Siendas?
The fresh products are delivered directly by the producers to our refrigerated warehouse and then sent to you.
- I have not received my order, what should I do?
Despite all the care taken in the processing of your order, it may happen that your package gets lost between our warehouses and your home. If you notice a delay of more than 72 hours, please provide the tracking number provided by e-mail. You will also contact us by any means at your convenience so that we can initiate research. Of course, we will also immediately initiate a new delivery, at no extra cost to you.
- The packaging containing my order is badly damaged, what should I do?
It is simple, refuse it immediately in the presence of the postman (it is very important) and get in touch with our customer service by phone +39 329 737 3266 or by e-mail firstname.lastname@example.org
- How do I track the status of my order?
The status of your order is communicated to you by e-mail.
If you have any other questions, do not hesitate to contact us!
email@example.com - +39 329 737 3266