Shipping policy
Shipping and Delivery
Italianwineselection.com™ and any of its Partners accept orders for delivery both within Italy, including islands, and abroad, specifically according to the tables shown on the website. The goods are shipped within the maximum time possibly indicated in the offer conditions and, for time-limited offers (flash deals), such period may start from the end of the offer itself. The goods are shipped within the timeframes indicated in the order confirmation. Delivery times may also be shown before completing the purchase process, in the cart summary or on the product page. Such information is indicative and does not represent a certain delivery date, as it is not always possible to predict any delays caused by the courier appointed to deliver the goods to the Customer. In any case, unless otherwise specified on the product page, IWS.com™ undertakes to deliver the goods within 10 working days from the order date and, on average, deliveries take place within 2 working days throughout Italy, except for the islands where average delivery times are 3-5 working days; for deliveries outside Italy, delivery times depend on the conditions of the respective primary couriers (see here the IWS secure shipping tables for Europe and worldwide), selected from time to time for the shipment.
In the remote event that the goods become unavailable for any reason after receipt of the order, any payment received will be refunded at no cost to the User. The User may be informed by email when the product is shipped by IWS.com™, both in the case of Direct Sale and Intermediated Sale; in the latter case, this will occur when the Partner informs IWS.com™ that the shipment has taken place. The User will be provided, where available, with the name of the courier and the shipment tracking code, through which it will be possible to follow the delivery status. This information, where available, will also be visible within the User Account.
IWS.com™ cannot guarantee that multiple products purchased at the same time will be delivered in a single shipment, nor that any separate shipments will arrive at the destination at the same time. Offers may in fact refer to products supplied by different Partners and/or may not originate from a single centralized warehouse. It is not possible to guarantee a precise delivery date or time, as this depends on the courier, the destination address and the person responsible for delivery. IWS.com™ therefore cannot be held liable for any direct or indirect consequence arising from such delivery times. Unless otherwise specified during the purchase process, delivery of the ordered goods is understood to be at street level.
In the case of bottle shipments, IWS.com™ uses patented packaging approved by the courier, designed to guarantee the integrity of the product. In any case, upon delivery of the goods by the courier, the User is required to check that the packaging is intact, not damaged or otherwise altered, including the sealing materials such as adhesive tape or straps, and that there is no liquid leakage. Any damage to the packaging and/or the product must be immediately disputed by the User by placing a written reservation of inspection, specifying the reason for the reservation, such as "Damaged packaging" or "Crushed packaging", on the courier’s delivery document. Once this document has been signed, the User may no longer raise any complaint regarding the characteristics of the delivered goods.
Any issues concerning the physical integrity, correspondence or completeness of the products received must be reported within 3 days from delivery by sending an email to: info@italianwineselection.com or to the Partner’s email address, if any, indicated in the order confirmation and within the User Account. In the event of non-delivery of the goods within the indicated times, the User must notify IWS.com™, which will verify the shipment status and any anomaly with the Partner and/or directly with the courier. Following a shipping anomaly, such as a lost parcel or a parcel destroyed during transport, IWS.com™ will arrange, in the case of Direct Sale, or request, in the case of Direct Sale through drop shipping or Intermediated Sale, a new shipment of the product, subject to its availability in stock or at the Partner’s premises, without additional costs or charges for the User, or will fully refund the order in the case of Direct Sale, or ensure that the Partner, directly or through IWS.com™, proceeds with the refund in the case of Intermediated Sale.
9 Product Conformity Warranty
IWS.com™ operates diligently and in absolute good faith in selecting suppliers and Partners, also relying on more than twenty years of experience, verifying their actual suitability to supply the products in the quantities and according to the characteristics described in the purchase offers, without prejudice to the fact that IWS.com™ cannot be held liable for personal injury resulting from any breach by the manufacturers. In any case, IWS.com™ cannot guarantee the completeness of the information provided by the Supplier or Partner, nor the perfect correspondence between what is described in the product or offer page and the product actually delivered, nor the legitimacy of the Supplier’s or Partner’s use of images, videos and distinctive signs. The User is also aware that the images used in the offers may sometimes be merely indicative of the product and may not always faithfully represent the delivered product.
In the case of Intermediated Sale, and therefore of products supplied directly by a Partner, the Partner shall be solely responsible for the conformity of the products under warranty. Any complaints must be sent directly to the Partner by email to the address contained in the purchase confirmation and also copied to info@italianwineselection.com. The Partner will indicate the methods for checking, repairing or replacing the goods, or will authorize IWS.com™ to issue a refund in favor of the User.
In the case of Direct Sale, IWS.com™ shall be directly responsible for the conformity of the products under warranty. In the event of products found to be non-compliant, the User shall contact IWS.com™ by sending an email to: info@italianwineselection.com. IWS.com™ will indicate a repair center suitable for checking and repairing the goods under warranty or, once the anomaly has been directly verified, will proceed with repair or replacement, or issue a refund by crediting the original payment method used, or issue a Coupon equal to the amount of the purchased product. In any case, the legal warranty is reserved for consumers, meaning persons who have made a purchase on IWS.com™ for purposes unrelated to any business, commercial, craft or professional activity they may carry out.
10 Withdrawal
The User who requests a service for purposes unrelated to their professional activity has the right to withdraw from the purchase contract concluded with IWS.com™ or with the Partner without any penalty and without having to provide any reason, within 14 working days pursuant to and for the purposes of Article 52, paragraph 1 of the Italian Consumer Code, starting from the day of receipt of the product purchased on Italianwineselection.com™. The Customer may exercise the right of withdrawal, pursuant to Article 54, paragraph 1 of the Italian Consumer Code, by submitting any explicit statement of their decision to withdraw from the contract, to be sent either by registered letter with return receipt to ARORUA 1962 S.R.L., Piazza Tasso, 10-11, 80067 Sorrento (NA), or by email to info@italianwineselection.com or, in the case of Intermediated Sale, also to the Partner’s email address indicated on the purchase confirmation page and also available in the User Account, copying IWS.com™. The registered letter with return receipt, email or fax must include the product and order number.
The burden of proof regarding the correct exercise of the right of withdrawal, in accordance with the procedure indicated above, lies with the User. Following the proper exercise of the right of withdrawal, unless IWS.com™ or the Partner collects the goods directly, the User shall be responsible for returning the goods without undue delay and in any case within 14 days from the date on which the User communicated to IWS.com™ or to the Partner their decision to withdraw from the contract pursuant to Article 54, paragraph 4.
The User must visibly apply to the packaging the document received from IWS.com™ following the withdrawal notice referred to above, which already indicates the shipping address and order details necessary to identify the return upon arrival. The User is advised to also place a copy of this document inside the packaging in order to avoid its loss or the inability to identify the return once it reaches the warehouse. The related shipping costs for the goods shall be borne by the User, unless IWS.com™ has failed to inform the User of this at the time of conclusion of the contract, in accordance with Article 57, paragraph 1 of the Italian Consumer Code.
The goods must in any case be stored, handled and inspected with normal diligence and returned intact, complete in all their parts, together with all accessories and instruction sheets, identification tags and original labels, where present, still attached to the goods, intact and not tampered with, as well as perfectly suitable for their intended use and free from signs of wear or dirt. As provided for by Article 57, paragraph 2 of the Italian Consumer Code, the User is responsible for any decrease in value resulting from handling of the goods other than what is necessary to establish the nature, characteristics and functioning of the goods themselves.
In such case, IWS.com™, after written notice to be sent to the User within 5 working days from receipt of the goods, may reduce the refund amount in proportion to such decrease in value, providing the User, if the refund has already been paid, with the bank details for payment of the amount owed by the User due to the decrease in value of the goods. IWS.com™ may refuse to accept a withdrawal for food products that have been consumed, even partially. Pursuant to Article 59 of the aforementioned Italian Consumer Code, goods made to measure or personalized, or goods which by their nature cannot be returned or are liable to deteriorate or expire rapidly, are excluded from the right of withdrawal.
11 Exceptions to the Right of Withdrawal
It is in any case understood that, with reference to services, the right of withdrawal may not be exercised by the User after the complete provision of the products by IWS.com™ if the provision began with the User’s express agreement and the User accepted the loss of the right of withdrawal following the full performance of the service by IWS.com™. In any case, pursuant to Article 59 of the Italian Consumer Code, goods made to measure or personalized, or goods which by their nature cannot be returned or are liable to deteriorate or expire rapidly, are excluded from the right of withdrawal.
12 Refunds
Any payment of sums as a refund by IWS.com™, where due, shall be made pursuant to Article 56, paragraph 1 of the Italian Consumer Code as soon as possible and, in any case, no later than 14 days from the date on which the event giving rise to the refund occurred and, in the case of withdrawal, from the day on which IWS.com became aware of the exercise of such right by the User. IWS.com™ will make the refund using the same payment method used by the User for the initial transaction, unless otherwise expressly agreed with the User and provided that the User does not incur any costs as a result of using a different payment method. If the User has expressly chosen a delivery method other than the standard delivery offered by IWS.com™ and involving higher delivery costs ("Additional Costs"), IWS.com™ shall not be required to refund such Additional Costs. It is understood that, except in cases where IWS.com™ has decided to collect the goods directly, IWS.com™ may withhold the refund until it has received the goods or until the User has provided proof of having returned the goods, whichever occurs first.
13 Liability of IWS.com™
IWS.com™ shall not be liable for damages that may arise from the use of the Website, such as computer viruses, omissions, service interruptions and software failures, including damage to the User’s computer equipment, which prevent or delay the provision of services where these are due to external causes, force majeure and/or third parties beyond the control of the owner. IWS.com™ shall be liable only for any defects or non-conformities found in Direct Sale, while under no circumstances shall it be liable for any defects or non-conformities found in Intermediated Sale, for which only the Partner shall be liable towards the User. Consequently, the User is informed that in such situations they must address their complaints and act exclusively against the Partner. In any case, IWS.com™ and/or the Partner may under no circumstances be held liable for delays, defects or non-conformities resulting from events outside their reasonable control, including, by way of example only: (i) force majeure events; (ii) events caused by third parties, such as interruption or malfunction of telecommunications operators’ services and/or power lines, or acts or omissions by carriers or freight forwarders.