HOW TO REGISTER

·      IS IT NECESSARY TO REGISTER TO ACCESS THE SITE FOODELUX?

We wish to share with you the pleasure of surfing the site Foodelux, without any engagements on your side! For this reason it is not necessary to register, and it is possible to access freely. Just select the option “Enter as a Guest” in the Landing Page. On the contrary if you wish to register immediately you can do it at any time of the navigation in this way: select the option log in the navigation bar on the right top of the page.

HOW TO BUY

·      DO I NEED A VAT REGISTRATION NUMBER TO BUY FROM FOODELUX?

Foodelux sells to holders of a VAT registration number as well as to private customers. If you are a private customer and live abroad you will be debited with the Italian VAT.

·      IS IT NECESSARY TO REGISTER TO BUY FROM THE SITE FOODELUX ?

In consideration of the complexity, unique approach and the large selection of services offered by Foodelux we are obliged to ask you a complete registration to enable you to pass an order.

·      IS IT NECESSARY TO PASS A MINIMUM ORDER TO BUY FROM FOODELUX?

Foodelux is a company selling exclusively to the holders of a VAT registration number. It offers a free delivery service all over the European Union with a minimum order of 100kg worth at least 500€. Foodelux offers also a delivery service Ex Warehouse (Exw - Incoterms 2010) from the premises of Reggio Emilia. In the latter case the minimum order can be considerably reduced. For this reason we advise you to contact your Food Specialist who will answer all your questions.

·      ONCE COMPLETED THE PAYMENT ON LINE HOW CAN I KNOW IF MY ORDER HAS BEEN CONFIRMED AND BE INFORMED ABOUT THE FURTHER STAGES?

Once completed the order with the payment, you will receive a confirmation message with all the details of the order at the registered email address. In case you should not receive the email, please check the junk mail, the spam folder or call us at +39.0522.1841710. If the order has been completed successfully you will receive a confirmation email and will be contacted by your food specialist to be informed about the time of execution or the possible problems which may have arisen within the following 12/24 ore.

·      CAN EVERYBODY BUY ALCOHOLIC DRINKS?

Foodelux manages the sale of alcoholic products in a very articulated way, which allows practically everybody to buy vine and beer from Italy without any particular customs engagements. For this reason and for more information, do not hesitate to contact your Food Specialist or call the number of our office through the special section “Contacts” and we will answers all your questions.

·      AS A PRIVATE CUSTOMER HOLDING A VAT REGISTRATION NUMBER CAN I BUY FROM FOODELUX?

Of course! During the check in select the option “Private” and proceed to buy normally. Remember that you will be charged with the Italian VAT.

·      AS THE BUYER OF A BIG GROUP I AM INTERESTED IN MANAGERIAL CONTACTS WITHOUT PASSING THROUGH THE SITE. IS IT POSSIBLE?

Foodelux is specialized in the supply of foodstuff with a high standard of service for big Customers (Chains, Franchising, Hypermarkets, Chains of Hotels, Restaurants, Big Distributors). For this reason and for more information we are always on line with you. Do not hesitate to contact your Food Specialist or call the numbers of our office through the special section “Contacts” and we will answer all your questions.

HOW TO PAY

·      WHICH METHODS OF PAYMENT IS IT POSSIBLE TO USE?

Foodelux allows you to buy using two forms of payment: one online and one offline. Online you can effect payment in the traditional forms with all the major credit card: Visa, Master, American, JCB, Diners. Offline you can effect payment by Bank Transfer paying in advance or by Letter of Credit, or you can contact your Food Specialist, who will devise other solutions with you.

·      IS THE SITE OF FOODELUX SAFE FOR THE PAYMENT?

Foodelux is very concerned about the security of your personal data as we are aware of the risks run by the customers who effect payments online – especially with such considerable amounts. For this reason and to guarantee the utmost protection, the transaction will be carried out directly on the safe server of the bank. Foodelux cannot store any personal data of your credit card. All the sensible data you will give to the bank will be processed with the cryptographic SSL protocol.

·      HOW DOES PAYMENT BY ADVANCE BANK TRANSFER WORK?

If you choose the option offline by advance bank transfer, you have to effect payment within 24 hours from the date of the order. After that period, if the bank transfer has not been made, your order will be cancelled. The data for the bank transfer are the following: Beneficiary FOODELUX SRL - IBAN:  IT 90 W 02008 12832 000102105979  BIC/SWIFT: UNCRITM152V Bank UNICREDIT BANCA – REGGIO EMILIA
IMPORTANT NOTICE: as a description you have to state the date and number of order which can be found in the mail confirming the order. We remind you that your order will be processed only after it has been ascertained through the confirmation of the CRO number that the bank transfer has been  made within 24 hours from the order.

·       HOW DOES PAYMENT BY LETTER OF CREDIT WORK?

If you choose this method of payment we advise you to contact your Food Specialist or call the number of our office through the special section “Contacts” and we will answer all your questions.

HOW WE SHIP AND DELIVER THE GOODS

·      DOES FOODELU SHIP IN ITALY?

Foodelux arranges shipments in Italy, too. In this case the goods will be quoted Ex Warehouse (EXW – Incoterm 2010) To the amount of the goods we will add the cost of transport up to the destination requested. To get more information we advise you to contact your Food Specialist or call the numbers of our office through the special section “Contacts” and we will answer all your questions.

·      DOES FOODELUX SPIP IN EUROPE?

Of course! Foodelux forwards goods free in the following countries for orders over 100Kg and worth more than 500€: Austria, Belgium, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Latvia, Lithuania, Luxemburg Switzerland, Andorra, Liechtenstein Norway, Holland, Poland, Portugal, Principality of Monaco, United Kingdom (only London), Czech Republic, Romania, Slovakia, Slovenia, Spain, Sweden, Hungary.

The following countries are excluded: Canary, Gibraltar, Aland Island, Islands of the Channel, Ceuta, Melilla, Ireland, Island, Malta, United Kingdom (excluded London), Balearic Islands, Azores and all the other smaller islands. For this and for more information we advise you to contact our Food specialist or call the numbers of our office through the special section “Contacts” and we will answer all your questions.

·      DOES FOODELUX SHIPS GOODS TO OTHER PARTS OF THE WORLD?

Foodelux guarantees a specialized door to door service in countries outside the European Union, too. In this case the goods will be quoted Ex Warehouse (EXW – Incoterm 2010) and transport will be quoted separately. For this and for more information we advise you to contact our Food specialist or call the numbers of our office through the special section “Contacts” and we will answer all your questions

·      DOES FOODELUX ISSUE THE NECESSARY CERTIFICATES FOR IMPORTING?

As a guarantee of the excellent quality of the products and defense of the customer, Foodelux can issue almost all the necessary certificates for importing, including the Eur1 for a very large number of products in stock. For this and for more information we advise you to contact our Food specialist or call the numbers of our office through the special section “Contacts” and we will answer all your questions.

DELIVERY, RETURN AND REFUND

·      WHICH ARE THE DELIVERY TERMS?

The delivery terms vary a lot depending both on the type of delivery (EXW o DAP/CIF Incoterm 2010), and the type of products, like alcoholic drinks or fresh foods. For this and to get more information we advise you to download the General Conditions or to contact your Food Specialist or call the numbers of our office through the special section “Contacts” and we will answer all your questions.

·      WHAT TO DO IF THE PALLET ARRIVES DAMAGED OUTSIDE AND/OR INSIDE?                                                            Foodelux devotes a great care to logistics, storing and to the choice of the best logistic partners. However, a damage may occur. If this happens, do not worry! Just express the reservation in the delivery note and take a picture – even with your mobile – showing the condition of the pallet clearly and stating exactly what is missing or has been damaged. Your Food Specialist will contact you and will help to solve the problem in the most convenient and cheapest way.

·      WHAT TO DO IF INSIDE THE PELLET SOME PRODUCTS ARE MISSING, EXPIRED OR DAMAGED?

Foodelux devotes a great care to logistics, storing and to the choice of the best logistic partners. However, a damage may occur. If this happens, do not worry! Just express the reservation in the delivery note and take a picture – even with your mobile – showing the condition of the pallet clearly and stating exactly what is missing or has been damaged. Your Food Specialist will contact you and will help to solve the problem in the most convenient and cheapest way.

·      CAN I RETURN ALCOHOLIC PRODUCTS?

It is never possible to return alcoholic products due to problems connected with the management of excise duties.

·      IS IT POSSIBLE TO RETURN GOODS FOR A MISTAKE IN THE PURCHASE?

When the products are being selected the information always appears in the most detailed and precise way. Along with the picture (which sometimes may not be precise as the packing can be updated without official notice) Foodelux provides the EAN code, which offers unequivocal indications and avoids any misunderstandings. For this reason Foodelux reserves the right not to accept the return of goods due to   a mistake in the selection of the product by the customer.  The orders or the integrations made verbally will never be the object of return.

·      DOES THE RETURN OF A PRODUCT OR OF A WHOLE ORDER HAVE A COST?

For the characteristics of the service offered by Foodelux the return is often inconvenient for you and for us as well. It is admitted, though. The return can have a cost for the customer, too: it depends on the reasons. For this and for more information we advise you to contact our Food specialist or call the numbers of our office through the special section “Contacts” and we will answer all your questions

ADVANTAGES AND PROMOTIONS

·      I HAVE RICEIVED A PROMOTIONAL CODE, WHAT SHALL I DO?

If you have received a voucher with a discount code you can insert it in the last stage of the check-out and the amount will be immediately updated. Once you have selected the products you wish to buy first of all click on "Trolley" on the right top, then click on "Proceed with the purchase". During the stage of conclusion of the order, and before payment, you will go through the stage in which you will be asked to add a code: if you have it, just insert it and you will be granted the discount directly on the virtual bill.  At this point you will be able to proceed with the confirmation of the order.

·      HOW LONG DO PROMOTIONS LAST?

The length of the promotions varies and Foodelux is not always in a position to state it with certainty since the beginning.  Sometimes they can be made depending on the availability of the articles.

SERVICE INFORMATION

·      HOW CAN I KNOW IF FOODELUX CAN GET ME A PRODUCT  WHICH I CANNOT FIND IN THE WEBSITE?

For this and for more information we advise you to contact our Food specialist or call the numbers of our office through the special section “Contacts” and we will answer all your questions

·      HOW CAN I REPORT A NEGATIVE EXPERIENCE WITH A FOOD SPECIALIST OR ANOTHER MEMBRER OF THE STUFF OF FOODELUX?

Foodelux has always paid great attention to the relations with its customers and suppliers and believe these relations must be inspired by mutual respect and profitability. For this reason, if you have had a negative experience we ask you to inform immediately the Management at the e-mail address which you can find in the section “Contacts”.