Frequently asked questions

Who are Cibox?

Cibox.it is a private online retailer dedicated to both the enthusiast of, and those who like to experiment with, the best of the Italian culture of food. We select only the best products, with a particular focus on the area and method of production; all proposed to you, the customer, at competitive prices. All prices displayed on our site are inclusive of VAT.

Feedback on your experience with Cibox would be greatly appreciated. Please write to us at feedback@cibox.it
 

How to make a purchase on Cibox.it

Shopping via our online store is easy, straightforward and secure. All products are delivered directly to your door, across the whole of Italy and many European countries via express courier. To confirm the countries to which we deliver, go to Shipping Information
 

Does Cibox.it require prior registration?

does not require you to register to be able to access the site; you can freely navigate our whole portfolio of products, and will only be asked for your personal data when finalising the placement of your first order.
All transactions are effected using Payplug or Paypal’s own payment platform, so Cibox.it is never in possession of your credit/ debit card details, but will simply receive a confirmation of payment to allow us to proceed to order preparation.
 

Is there a minimum order amount?

No. Cibox.it does not ask for a minimum order amount., you can place orders of any amount.
The delivery cost is linked to the size of the box, which Cibox offers in three standard sizes. For more information on these, as well as the cost, go to Shipping Information
 

Packaging and Delivery Information

Cibox.i has chosen to avoid sending small packages which represent poor value for money for both buyer and seller, and which are especially not sufficiently minimising environmental impacts, since they require the same resources to deliver as a large box.
 

Therefore, Cibox.it offers delivery in 3 standard box sizes:
Small: up to 9 kg    -     Medium: up to 18 kg    -     Large: up to 25 kg

Orders over 25kg are still possible (desired even) but will be packaged in multiple boxes sent as one single delivery.
The 25kg limit per single box guarantees that ISO 11228 (norm regarding the manual handling of goods) is respected for the health and safety of Cibox’s chosen shipping agent. .
For more information on these, as well as the cost, go to Shipping Information
 

Secure payments

Payments made by credit/ debit card will be processed via PayPlug or Paypal’s secure payment platform. All card information will remain secure thanks to SSL (Secure Sockets Layer) technology to ensure both your details, and order, are safe. .
 

What payment methods are acceptable on Cibox.it?

The following payment methods are acceptable:

• Credit/ Debit card via PayPlug or Paypal platform. All major credit/ debit cards accepted.
• Conto PayPal / PayPal Express
• Bank transfer (in advance)

Your privacy is always respected, and your data safeguarded. Where credit/ debit card payments are used, card details are input directly on Paypal’s payment platform. Cibox.it will never have access to this information..
 

What are the advantages of using PayPlug or Paypal’s payment platform, or by paying via PayPlug or Paypal?

To guarantee the security of customer data, Cibox utilises the services of Paypal, an eBay group company and world leader in electronic payments, allowing customers to make payments by credit/ debit card in complete security. The protection system used by Paypal prevents improper use of credit cards and guarantees that all transaction placed online via its platform are even more secure than payments placed directly with a retailer.

Paypal is an intermational service with 192 million users, which protects both personal and bank details, and allows payments made online using a user recognition system based on a user-specific email and password.
Cibox.it will never be in possession of your credit/ debit card details, but will simply receive a payment confirmation from Paypal, which will subsequently allow us to prepare your order.

For more information, please visit www.paypal.it
 

How can I pay via bank transfer?

If you decide to pay via bank transfer, the funds must be in our account with 5 working days of the date of order placement, otherwise the order will be cancelled.
The reference of the transfer should contain:

• Order number and date, which will be available on the email confirmation.
• Name and surname of order recipient.

With this method of payment, goods can only be despatched once the funds have cleared into Cibox’s account. You can send us the proof of the transaction being made to ordini@cibox.it, though this will not automatically lead to your order being processed, but will be used to prevent an order being cancelled in cases where the time for the transfer to be effected goes beyond the stated 5-day limit. Please consider that payments made by Paypal will lead to orders being despatched significantly quicker than orders paid for via bank transfer.
 

The bank details to be used for transfer are as follows:

Account Name: Cibox s.r.l.
IBAN IT93 I030 6911 1001 0000 0016 984
BIC BCITITMM
 

Can I ask for a copy of the invoice?

Cibox.it svolge la propria attività di commercio elettronico nei confronti dei propri utenti in qualità "consumatori finali". Cibox.it non è obbligata ad emettere la fattura, a meno che non sia richiesta dal cliente, non oltre il momento di effettuazione dell’operazione, come disposto dall’art. 22, comma 1, n. 1) del D.P.R. n. 633/1972. L'utente ha quindi facoltà di richiedere l'emissione della fattura al momento della procedura di pagamento o dal suo pannello personale entro il momento di spedizione della merce.
 

How do I use a discount code?

Discount codes can be entered at checkout, before confirming the order.
 

What is the delivery time?

Goods are normally prepared and despatched within 1 working day of an order being placed.
Deliveries in Italy take 2-3 working days, with the rest of Europe taking 3-5 working days.
For more information on delivery times, go to Shipping Information
 

Can I track my order?

Yes, you can track your online via your online customer account.
 

Posso tracciare la spedizione del mio pacco?

Riceverai un'email, con il link di tracciamento della spedizione e, attraverso il sito del corriere che ha preso in consegna la spedizione, potrai verificare in qualunque momento dove si trova il tuo pacco.
 

Aftersales Service

You can contact us both whilst waiting for your order, and once your order has been received. Please do not hesitate to write to our customer service department at servizioclienti@cibox.it
 

Notification of discrepancies

If upon receipt of your delivery, the box is damaged, been tampered with, open, and is no longer sealed with Cibox’s own packing tape, you have the right to either reject the delivery or accept with said observations noted on the delivery note. In any instance, please write to our customer service department at servizioclienti@cibox.it attaching a copy of the signed document, as well as a photo of the box.
 

I received a damaged product, how can I send it back?

If upon receipt of your delivery the box is complete and sealed with Cibox’s own packing tape but there are products missing, damaged or different from those ordered, please write to our customer service department at servizioclienti@cibox.it
 

I received a bottle of wine that is corked

This can happen, though it is very rare (in less than 0.5% of bottles). If this does happen to one of the bottles in your box, please write to our customer service department at servizioclienti@cibox.it and we will endeavour to resolve the problem immediately.
 

Satisfaction or your money back

As a consumer, the law of commercial trade allows you to exercise your right to request a refund (with the exception of products which return is excluded by law) within 14 calendar days of receipt of your order, by contacting the vendor requesting to return the goods without having to provide any explanation.
We simplify the return process by including a return note inside the box, alternatively you can download a return note from your account.
For more information on the exceptions and methods of return please go to General conditions of sales

 

Cibox s.r.l. - FAQ “Frequently asked questions” - 1.0 Version – Bergamo 31/01/2018