SHIPPING & DELIVERY
How does shipping and delivery work?
You’ve made an order and the excitement kicks in knowing your Carpaninis order is on its way - now what?
Once an order is placed, our team will carefully collect your items and package it with care, so please allow up to 72 hours for our team to pick and pack your order.
We use Royal Mail and DPD for most of our deliveries within the UK, but because of the current increase in courier demand, we sometimes use other well-known services too.
You can expect your parcel within 2-5 business days in mainland UK. When we ship the order you will receive a confirmation email. Please don't stress if there are no scan events within the first 24 hours - the system can take a day or so to catch up.
If your order does not arrive within 4 business days, please contact us so that we can follow it up with the courier. We guarantee your parcel's delivery by requiring a signature on arrival. If you accept "leave in a safe place" directly with our courier we will no longer take responsibility for the package.
**Coronavirus impact: Please note couriers are experiencing significant delivery delays due to limited flights, social distancing requirements and increased parcel volumes.
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although we are quoted 2-4 business days for delivery from our couriers, sometimes life happens and they aren’t able to deliver within this timeframe.
If your item still hasn’t been delivered within 4 days, please contact us and we can launch an investigation.
*Please note: Once we pass your Carpaninis order to our courier, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by our courier. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.
Can I change my shipping address?
Oops, your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you offer wholesale or bulk purchase discounts?
Yes, we are so pleased that you're interested! We offer wholesale of our Carpaninis collection and we offer bulk purchase discounts through our corporate gifting service.
You can send us an email at firstname.lastname@example.org with the subject 'wholesale' or 'corporate gifting.'
Can I send an order as a gift?
Have a special someone who you think needs a Carpaninis gift in their life (or just trying to earn some major brownie points)? A gift from Carpaninis is perfect!
You can ship directly to that lucky person by entering their address as the shipping address, and your own as the billing address.
All orders are packed in a Carpaninis cardboard box, plus we don’t include any value invoices inside as any receipts are sent directly to your own email address. It’s that easy!
**Please note: If you need to send multiple gifts to multiple addresses, you will have to complete a separate order for each gift recipient.
Can I send items from my order to multiple addresses?
Unfortunately, if you need to send items to multiple addresses, you will have to complete a separate order for each gift recipient.
How is my order packaged?
We are just as excited as you are for you to receive your package, and we’ve dressed it up for the occasion!
Most orders are shipped in a brown cardboard box featuring Carpanini’s logo. The boxes are lined with bubble wrap or cardboard void fill and items inside are either wrapped with bubble wrap or in a cardboard sleeve. Fresh food is packed in foil insulated bags along with ice packs that ensure temperature control. A thank you card is placed on top of your items so it's the first thing you see when you open your Carpaninis package; we want everyone to feel like their Carpaninis delivery is special, even if it's a gift to yourself!
Will you restock an item?
For the majority of our products, we will usually restock them as soon as we can. However, we do carry products that are limited in quantities and/or limited edition; so get them while you can!
Are your products overpriced?
We can promise you, our products are worth every penny. We scour the globe searching for the very best independent producers; producers who value quality over quantity.
Once you experience the quality of Carpaninis products, whether that's food, wine, hampers, or homeware products you’ll know exactly what we’re talking about.
Even though everybody's tastes are different, we can still guarantee that only the best raw ingredients and materials were used and a whole lot of passion and love went into creating these product experiences!
How secure is your payment?
Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions.
If you’re a bit more tech-savvy, we offer ApplePay too!
How do I use a discount code?
Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders.
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, the Carpaninis team is ready to spring into action! Please contact us to highlight the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Our email contact is email@example.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We answer emails from all over the UK, so we can sometimes have some slight delays in response time. We’re only human, so please be patient and we are working as quickly as possible to get back to you.
Where are you located?
Our flagship store and Customer Service team are located in Abergavenny, South Wales. Your Carpaninis order starts its journey here from our warehouse and packing facility.