FAQs

Jump to top of FAQ section:
 
What is delicatezza?

delicatezza is an online retailer of fine foods, specialising in Italian products.

Back to top

Who are you guys?

Find out all you want to know on our Who We Are page.

Back to top

Where is delicatezza based?

delicatezza is incorporated in England & Wales as Delectance Ltd (Company Number 8611013). We are headquartered in London.

Back to top

How can I get involved?

Read our Blog. Follow us on Facebook, Twitter and YouTube. If you enjoy our food and service, please spread the word to your friends, family, co-workers and neighbours. If you are looking for employment please contact us on 020 7607 5556.

Back to top

Can I make product suggestions?

We are very happy to take on any suggestions for product and service expansion and general service and website improvements. Just get in touch with us using our Contact Form and we will get back to you.

Back to top

Is all your fresh food made ready to order?

Absolutely. We are extremely proud of our fresh food range. We don’t believe you can find anything comparable online in the UK – in terms of range of products, ingredients, freshness and ability to customise your order.

We have Italian chefs and an Italian kitchen preparing everything made to order using only fresh ingredients. Find out more about Our Chefs and Kitchen.

Back to top

Are all your products listed on your website?

We list all our non-seasonal products on our website throughout the year. Some products, like panettone, are only listed at certain times of the year. We will advertise their arrival on our homepage when they are in season. However, please feel free to contact us if you have a product request.

Back to top

Where can I find allergen information for your fresh food range?

Please refer to the 'Ingredients' tab on the product pages of our freshly made range. We list all ingredients including allergen information highlighted in bold.

Back to top

Why can't I find a product I want?

We would love to hear from you and see if we can start stocking this product. Please get in touch with us on 020 7607 5556 or use our Contact Form to let us know what the product is.

Back to top

Is there a minimum order value?

Yes. For all deliveries the minimum order is £30.

Back to top

Do I need to create an account to place an order?

No. We offer a guest checkout route after you proceed to checkout from the shopping basket. We will still need to take details such as your email address, billing/delivery address and card details to process your order as a guest.

Once you complete your payment, we will give you the option to automatically create an account with the click of a button, but you are not obliged to do so.

Back to top

What happens after I place an order?

We send you an order confirmation email that confirms your order number, order date, fulfillment details, delivery instructions (if you left any), items purchased and the total cost of the order.

Back to top

Do you provide an itemised invoice for my order?

Yes, we send you an itemised order confirmation by email once you have made a purchase. We also include a paper payment receipt with your order.

Back to top

Can I reorder a previous order?

Yes, but you need to have created an account to be able to do this. Log in and click on "My Account" in the top right hand corner. This will allow you to access your past orders. We provide a “reorder previous basket” button you can click. This will add all the items in that previous order to your basket, including the quantities ordered the previous time. We also provide a "reorder individual item" button so you can order a subset of items from previous orders.

Want to change the quantities this time? Just proceed to the shopping basket and make all quantity adjustments there. 

Back to top

How do I cancel my order?

We cannot accommodate any online cancellations at this moment.

If you have an urgent need to cancel your order, please call us on 020 7607 5556 or use our Contact Form to let us know as soon as possible.

Back to top

How do I amend my order?

We cannot accommodate any online amendments or cancellations of individual items in a completed order at this moment.

If you have an urgent need to amend the delivery details of your order, please call us on 020 7607 5556 or use our Contact Form to let us know as soon as possible

Back to top

How do I report a problem with my order?

If you are unhappy with your order, please call us on 020 7607 5556 or use our Contact Form so we can help.

Back to top

Do you do refunds?

We believe in 100% customer satisfaction and will work with you towards an acceptable resolution if you have any complaints. Please read the Refund Section in our terms and conditions. We will deal with any refunds as part of a customer complaint.

Back to top

Do you deliver?

We offer three distinct order fulfillment services: London Catchment Area, Outside London Catchment Area, and Click & Collect.

Please see our Delivery Information page for more detail on deliveries.

Back to top

Do you deliver to all postcodes?

We offer delivery throughout the UK with the exception of the following postal areas:

Scottish Highlands & Islands: AB30-56, G83-84, HS1-9, IV1-28, IV30-37, IV40-56, IV63, KA27-28, KW1-3, KW5-17, PA20-49, PA60-78, PH17-26, PH30-50, ZE1-3

Isles of Scilly: TR21 – TR25

Isle of Man: All postcodes

Northern Ireland: All postcodes

Back to top

Is there a delivery fee?

London Catchment Area

Delivery costs £4, but is FREE if you spend £60. Our London Catchment Area postal areas are delivered to using our own delivery vans and are highlighted in the map below:

 

Outside London Catchment Area

Delivery costs £6.95, but is FREE if you spend £60.

The delivery fee is to recoup some of the courier and packaging costs we incur in delivering your order to you. We do not make a profit on these fees (in fact, we make a loss).

 

Click & Collect

There is no charge for click & collect.

Back to top

Do you deliver all your products nationwide?

London Catchment Area

All our products are available for delivery.

Outside London Catchment Area

Only a subset of products are available for delivery.

Products are clearly tagged as available for nationwide delivery on both the product pages and the collection pages. You will also be asked to remove any products not available for nationwide delivery before proceeding to checkout if they are present in your shopping basket and you have entered a delivery postcode that is outside Central London.

Click & Collect

All our products are available for collection.

Back to top

When can I expect my delivery?

London Catchment Area

The current time slots we offer are:

Monday to Friday: 15:00-17:00, 17:00-19:00, 19:00-21:00

Saturday: 11:00-13:00, 13:00-15:00, 15:00-17:00

You will be able to select a day and time slot that is most convenient for your delivery when you are in the shopping basket.

Outside London Catchment Area

Your order will be sent out to you by courier and should be with you within 2-4 business days of you placing an order. 

Our courier service delivers Monday to Friday only. When your order has been picked up by our courier service, we will send you an email with a link that allows you to track the delivery progress of your order. The courier will deliver before 5pm on the day of delivery, but unfortunately we cannot guarantee a specific delivery time.

If your order contains food that needs refrigeration, we will never hand it to our courier on a Friday so as not to have your parcel sitting in a warehouse over the weekend.

Click & Collect

Collection days and times are Mon-Fri from 2pm-5pm. The afternoon collection time allows us to prepare your fresh food in the morning. If you need to collect your items outside this time, just give the office a call on 020 7607 5556 and we will see what we can do.

Our offices are at 7 Tileyard Road, N7 9AH, London

Below is a link showing our address on a map:

https://goo.gl/maps/Q3m3d

Back to top

Can I leave special delivery instructions, e.g. to leave the delivery with my neighbour?

Yes. You can add these instructions in the shopping basket in the “Add delivery instructions or gift messages” section.

Back to top

What if I am not home at the agreed delivery date and time-slot?

London Catchment Area

Please ensure that we are given instructions if there is somewhere specific you want your delivery left, for example with a neighbour. You can add these instructions for your order in the shopping basket in the “Add delivery note” section. Alternatively, call us at least a day before the delivery is due and leave instructions with us.

If nobody is home when we deliver your food, and your order contains food that needs refrigeration, we will return the order to our depot, because the order will need refrigeration. We will then contact you to attempt redelivery. We may charge you for the redelivery.

If your order does not contain food that needs refrigeration, we will try and leave the order in a safe place, e.g. with a neighbour. If it is left in a safe place we will contact you to let you know where we left it and consider the order fulfilled. If we can’t find a safe place to store the order, we will return the order to our depot and contact you to attempt redelivery. We may charge you for the redelivery. 

Please see our Terms and Conditions regarding delivery and redelivery.

Outside London Catchment Area

Deliveries to businesses and residences may be held at a local depot or Post Office if there is a failed delivery. Parcels may also be left with a neighbour where appropriate. Further delivery attempts and returns will incur additional charges. If your order contains food that needs refrigeration, you are responsible for being in on the day of delivery. Delicatezza does not take responsibility for products that need refrigeration left unrefrigerated at either our courier's depot, in a post office, with a neighbour, or anywhere else because you were not at home at the time of delivery. You will receive an email from us the day we hand an order containing chilled goods to our courier. You can then expect the items to be delivered within 1-2 business days.

Please see our Terms and Conditions regarding delivery and redelivery.

Back to top

Can I pick up my order from your premises?

Yes, we offer a click & collect service which allows you to pick up your order from our offices. This option will be available to you in the shopping basket and is of course provided free of charge.

Back to top

Do you accept all credit and debit cards?

We accept both credit and debit cards. We accept Visa, MasterCard and American Express.

Back to top

Is making payments through delicatezza safe?

Extremely. To start off with, we will never have access to any of your card details. At no time will any card details be stored on our website’s servers. At no time will we ask you to save your credit card details with us.

We process all payments through Stripe, an established online payment gateway that is certified to the highest security standards (PCI Level 1 Service Provider). You can confirm their certification in Visa’s Registry of Service Providers.

Delicatezza payment pages use industry standard Secure Sockets Layer (SSL), i.e. our payment pages begin with "https" and not "http". SSL does two main things: (1) encrypt data being transmitted and (2) verify that our browser is talking to the right payment gateway servers to minimise any middle-man interception risk.

As part of the checkout process we undertake the following checks to prevent fraudulent use of cards:

  1. CVC check (card verification code) - The CVV is a 3 or 4 digit number on either the front or the back of a card This check verifies that the customer has entered the correct code as shown on the card, a good indicator that they have the card physically present in their hands when making the order. Card companies forbid the storage of CVV codes, so if a credit card is stolen online it would not be useable.
  2. Address Verification System (AVS) - AVS compares the numeric portion of the customer’s billing address and post code to the information on file with the card issuer. This check is also a useful indicator for determining whether the payment is being made by the genuine card holder.
  3. Country of card issue - This check looks at the IP address of the computer from where the order was made and compares the country of the buyer’s billing address to the country the buyer placed the order from. This is used as an additional check and there's no fixed rule on rejection/acceptance since an order could be placed from abroad if, for example, a person is travelling.

Security is one of our priorities. If you have any questions or concerns regarding security, please contact us on 020 7607 5556.

Back to top

Is my card charged as soon as I checkout?

We use a two-step payment process:

Step 1 involves us authorising the total order amount from you card at checkout. At this point no money has been taken out of your account. The only thing we have done is reserve the total amount of your order. Depending on your bank, you may see the available balance in your account reduced by the order amount.

Step 2 involves us capturing the payment from your account. At this point money is transferred out of your account into our account. We will usually proceed with Step 2 the day after you have made your purchase.

We follow this two-step process for technical and precautionary reasons to ensure that a customer can never be accidentally charged twice for a single order, for example if the customer accidentally refreshes the payment page.

Back to top

Do you have a newsletter I can subscribe to?

Yes, and you don’t need to have an account to receive it. Just go to the footer of our website and enter your email in the newsletter subscription box.

As part of the checkout process you will also be able to select your marketing preference just before payment is made. Please check the marketing checkbox if you wish to receive our newsletter. By default, we will leave the checkbox checked.

Back to top

Can I change my marketing communication preferences?

Absolutely. You can change your marketing preferences in three ways:

  1. Contact us at any time on 020 7607 5556 or using our Contact Form and tell us to change your preferences
  2. You will be given the chance to update your existing marketing communications preference every time you make a new order as part of the checkout process
  3. Every newsletter from us will contain an unsubscribe link, allowing you to click the link and follow instructions to unsubscribe 

Back to top

What is your privacy policy?

The most important thing to us is your trust. This means everything from trust in the quality of our products to treating your data with the utmost privacy. When you use delicatezza, we will never add you to any external mailing lists.

Want to know more? Check out our Privacy Policy.

Back to top

What are the benefits of setting up an account?

When you set up an account you have access to all your past orders in one place. From your account page, we provide you the ability to either reorder a previous order in its entirety or to reorder individual items from previous orders quickly.

Back to top

How do I retrieve my username or password?

If you have forgotten your password, navigate to the Log In page. You will see a “Forgot your password?” link. Click this and then enter your email address. You will receive an email to reset your password.

Your username is the email you registered when creating your account. If you have forgotten this, please contact us on 020 7607 5556.

Back to top

Why can't I use your website?

There may be a number of reasons why some of the functionality does not work on your machine. You may have disabled cookies, which will prevent you from using critical functionality. See our Cookies Page for further information.

Our website also uses JavaScript and jQuery to enable some user interface functionality. If your browser settings have disabled or limited JavaScript, you may find some functionality non-responsive. You will have to enable JavaScript in your browser to fully use our website.

If you feel you have found a genuine bug, please let us know using our Contact Form. We will attempt to fix it as soon as possible.

Back to top