WELCOME TO THE OLICO.IT CUSTOMER SERVICE
In this section you will find all the information regarding the world of Olico.it.
Search in the FAQ - FREQUENTLY ASKED QUESTIONS all the answers to your questions.
Should you need further support, do not hesitate to contact us by email (info@olico.it), telephone (+39 050 6138010) or use the ONLINE CHAT.

What is Olico.it?
Olico.it is a sales site, managed by MoreToTrade srl, dedicated to lovers of good extra virgin olive oil and good food.
The headquarter and warehouse are located in Pisa in the heart of Tuscany and every day select the best extra virgin olive oils and the best food excellences. For more information visit the "About Us" page.



ACCOUNT

Is my personal information safe?
By entering your data on olico.it you are safe. Our site uses the advanced HTTPS (connection security) standards for navigation and data protection. For more details read our "Privacy Policy".

In order to place an order must I be registered with Olico.it?
To make purchases on Olico.it it is not necessary to register. You can log in as a guest user, with Facebook by clicking on "Login with Facebook" or you can follow a simple registration procedure during the check-out phase of your purchase. You will receive a confirmation e-mail at the address provided during registration.

I can't register or finish the purchase, what can I do?
If you find it difficult to navigate or complete a purchase on the Online Store, we recommend you to update your browsing browser (Google Chome, Mozilla, Internet Explorer, Safari, etc.) to the latest version available. If you continue to experience problems, remember that Customer Service is at your complete disposal. Click on "Contact Us", call +39 050 61 38 010 or use online chat.


Can't enter a coupon or a convention code. What can I do?
The code is included in the CHECK OUT phase before payment. If you have problems contact us.

How can I change my access data (email, password, etc.)?
Just click on your name in the upper right corner of the page dedicated to the site header. From there you will have access to your personal data panel and will be able to modify what you prefer. If you want to cancel your account write to info@olico.it.

I lost my password. What should I do?
Click on the link "Have you lost your password?" Above the ENTER button. You will receive an email with the procedure to follow. If you can't, contact customer support.



ORDERS

Is there a minimum order with Olico.it?
No, you can place orders for any amount.

In case of very heavy goods and high quantities how do you manage the shipment?
In the case of large and heavy orders, 60x40 mini pallets are used, which are protected and safe.
Tested for shipments up to 50 kg. Over this weight more packages will be made.

I placed an order, how do I know if it's confirmed?
Once the order is complete you will receive the confirmation of your order at the email address used during the purchase. In case you do not receive the email, check the Junk Mail or Spam folder of your email box and, if you use a Gmail address, also check the Promotions folder. For further information, the Customer Service is at your complete disposal.

Can I cancel an order placed?
Once an order has been concluded and sent, it cannot be canceled.
If you have had problems during the purchase, contact us and explain what happened. We will do our best to answer you as soon as possible and find a solution together.

Can I change my package delivery address?
Once an order has been placed, it is no longer possible to change the shipping address. However, if you have not yet placed an order, you can correct or change your address at any time: just click on your name at the top right of the page dedicated to the site header. From there you will have access to your personal data panel and will be able to modify what you prefer.
In any case, if the order is still in preparation you can contact us and we will do everything to satisfy you.



PAYMENTS

What kind of payment method can I use on Olico?
You can use Paypal and the main credit cards (Visa, Visa Electron, Mastercard), or pay cash on delivery (valid for Italy) upon receipt of the goods with a surcharge of € 4.90 or by bank transfer (valid only outside Italy) without additional costs.

Is my data safe when I make a payment?
With Olico.it you are safe: all payment information is encrypted to ensure maximum privacy. The site does not store the credit card number and the reference credit institution uses the SSL protocol to encrypt the data transmitted between your server and your browser.On Olico.it the following credit cards are accepted: Visa, Visa Electron, Postepay, Mastercard, American Express, Diners Club International and JCB.

What is the CVV code of the credit card?
The CVV code is a 3-digit number printed on the back of your credit card.

How does the Cash on delivery, or payment on delivery work?
With the payment on delivery you can buy all the products on Olico.it regarding delivery in Italy.
In the case of a shipment with payment on delivery, a contribution of € 4.90 is required for management. In the Order Summary screen, before the purchase confirmation, the final price will be displayed, including the contribution. Cash on delivery must be in cash or check made payable to the courier and is available exclusively for shipments to Italy.

How does payment by bank transfer work?
If you choose to make purchases on Olico.it by paying by bank transfer (valid only outside Italy), remember to make the payment within 3 days from the order date.
After this period, in the absence of a transfer, your order will be canceled.
The data for the Wire Transfer below:
Beneficiary: MoreToTrade Srl
Iban: IT47 M030 6970 9511 0000 0003 450
Swift code: BCITITMM
Banca INTESA SAN PAOLO S.P.A.
We remind you that your order will be handled only after receipt of the sum on our current account (generally from 1 to 3 working days after making the transfer).

May I request an invoice ?
Of course the invoice can be requested by filling in the "Billing address" field or by sending an email with all the data to info@olico.it within 24h of the order being generated.
Beyond this time, it will no longer be possible to issue an invoice.

Will my order contain a summary of the order containing the prices?
No, he will have the summary in his online account and in the package there will be no reference to the purchases made.
In this way you can send orders as a "Gift" without any price concerns.



SHIPMENTS AND DELIVERIES

What are the shipping times for my parcel in Italy?
Delivery times are generally 2–3 days from the time of confirmation of the order, excuding periods of intense sales activities such as the Christmas period.

What courier service do you use in Italy?
In Italy we use Bartolini with the Express track service.

How much is shipping to Italy?
The cost of shipping in Italy - including the islands - is € 5.90.
For orders over € 69.00 shipping is free.

How can I track my package with Bartolini?
You will receive an email or a text message (providing the mobile number) which will keep you updated on the progress of the delivery.

What happens if Bartolini doesn't find me during the delivery?
The courier makes two delivery attempts.
If both are not successful, the package will be in stock. At this point you will be contacted by Olico.it to arrange a delivery by appointment or collection at the nearest Bartolini branch.

What are the shipping times outside Italy in Europe?
Delivery times are generally 3-5 days for the rest of Europe, excluding periods of intense sales activities such as the Christmas period.

What courier services do you use abroad?
All over Europe we entrust our shipments to UPS.

How can I track my package with UPS?
You will receive an email that will keep you updated on the progress of the delivery and a shipping code that you can use on the UPS website.

What happens if UPS doesn't find me during the delivery?
The courier makes a delivery attempt.
If it is not successful, the package will be delivered to the nearest UPS ACCESS POINT.
You will be notified of this by email and will have to collect the package within 1 week of arrival.

What is a UPS ACCESS POINT?
It is a physical store that has an agreement with UPS and takes care of keeping your parcels for collection and they are located a few minutes walk away from your address.
If there is no UPS ACCESS POINT in the area, the courier will contact you to make a second delivery attempt.

Is it possible to deliver a package to countries subject to customs duties?
Yes, it is possible, but duties and customs charges are always at the expense of the buyer.


How much is shipping to the rest of Europe?

Zone 1: France, Germany, Belgium, Denmark, Luxembourg, Holland, Monaco, Austria, Slovenia, England, Ireland, Portugal, Spain, Finland, Sweden, Greece.
€ 14.90 for orders up to € 59.00
€ 9.90 for orders over € 59.00
Free for orders over 99.00 euros

Zone 2: Slovenia, Croatia, Czech Republic, Poland, Slovak Republic, Hungary, Bulgaria, Estonia, Latvia, Lithuania, Romania.
€ 19.90 for orders up to € 59.00
€ 14.90 for orders over € 59.00
Free shipping on orders over 99.00 euros

Zone 3: Andorra, Norway, Switzerland, Liechtenstein. *
€ 29.90
€ 19.90 for orders over € 99.00
€ 9.90 for orders over € 149.00

* The shipping cost does not include customs charges which will be charged to the customer upon delivery.



GUARANTEES ON ORDERS

I have received a damaged or unordered product: how can I return it or be reimbursed?
We are very careful about packaging and it is very rare for products to be damaged during transport.
If for any reason one or more items have been damaged to your address, contact our customer service immediately at info@olico.it and explain the extent of the damage.
In the case of non-compliant goods you may be asked to send us a photo with the description of the damage.

Our operators will immediately evaluate whether to issue a refund or replacement.
Your orders are 100% guaranteed.

Have I paid by credit card can I receive a refund?
Refunds can be sent via paypall or bank transfer.
Not having access to credit card data we cannot issue refunds using this method.
In this case you will be asked for your bank or paypall details for any repayment.



FEEDBACK AND REVIEWS


Are the reviews I see on the site real?
Sure! They are managed by the YOTPO.COM service which has a review system from verified buyers.
You will also be asked to leave a review via email after purchase.
It is not mandatory but leaving it will help the next buyer find the right item.