Q&A Delivery and Payment

Ernani will refund the amount actually paid by the customer -by means of a credit note to your bank account or credit card, or by check- within 45 (forty-five) business days from the later of the dates of receipt of the notice of withdrawal or receipt of the returned merchandise, it being understood that we will not provide a refund until we have verified the condition of the merchandise you have returned to us.

In the event that the value of the products has suffered a decrease caused by handling other than what is necessary to establish the nature, characteristics and operation of the products, (by way of example: damaged products, not regularly or completely packed, or in which certain parts, such as components, elements, accessories, packaging materials, boxes, documentation and/or other objects are missing or have been damaged), Ernani will refund you the purchase sum minus the value of said decrease. In the event that you send back products after the deadline of 14 days from the date of receipt of the return number or in the case of products that have been opened and/or partially used and do not lend themselves to be returned, the right of withdrawal does not apply and Ernani will return the purchased goods charging you the shipping costs.

The refund of the price paid for the purchase of the product does not include shipping costs, if any, incurred.

The return of the product must take place within 3 working days from the date of receipt of the return number.

Before the expiration of the 14-day period from receipt of the product, you must send us explicit notice to that effect by e-mail to [email protected]. Customer Service will then contact the Customer by communicating the Return Number.

You will need to enter your information and return number on the return form you received along with the delivery documents.

In case of forgetfulness, an order cannot be cancelled or modified in order for the promotional code to be considered.

Promotion codes are non-refundable and non-cumulative.

Promotional codes offered by Ernani are valid only for the products and during the period indicated from time to time.

To take advantage of discounts and/or offers linked to promotional codes, you must enter the promotional code in the space provided when validating an order on the site.

We use third-party tools for payment processing and do not in any way come into contact with payment information – such as credit card information – that you provide.

In the case of payment via PayPal, during your purchase, we will store an identification code matched to your PayPal account, which authorizes us for exclusive use related to future purchases, and you will not need to enter your PayPal login information again.

No changes in the invoice will be possible after it has been issued.

An invoice will be issued for each order in relation to which the VAT number and tax code is being entered or just the tax code according to the customer’s needs.

If you are unable to make a payment, try checking these points.

Check your credit card ceiling, availability, or expiration date

Very often it happens that the card is nearing expiration and is not accepted for this reason.

In the case of rechargeable credit cards, however, there may not be sufficient availability to complete the purchase.

Ernani accepts payment through the systems listed below:

– Credit card (American Express, Visa or Mastercard); through the Paypal payment platform. The total amount of an order will be charged only when the products are actually shipped.

– PayPal: an online payment system that allows any business or consumer with an email address to send and receive payments, subject to registration. Payment is made through the PayPal payment platform.

– Satispay: an online payment system that allows any business or consumer with an email address to send and receive payments, subject to registration. Payment is made through Satisapy’s payment platform.

– Wire transfer in advance: the order will be confirmed only when the wire transfer is cashed by Ernani

Yes, you can discontinue it at any time without risk and additional cost. There is no charge for cancellation of the subscription. You will be able to continue shopping on Ernani through ordinary shopping mode, in fact, deactivation of your subscription does not imply cancellation of your personal profile on Ernani. You can also subscribe to a new subscription at any time.

In the event of non-renewal or cancellation, your subscription will be cancelled and you will stop receiving coffee under your subscription plan starting from the subscription term following the term in which you have your subscription will have been cancelled.

No, you can only edit or delete it.

You may change your subscription plan at any time, but the changes will take effect from the subscription term following the term in which you notify us.

Delivery of subscription products is according to the subscription plan chosen by the customer.

You will be able to change the reception frequency within the subscription management section in your personal area.

If you wish to change the type of coffee, quality, weight, or delivery frequency, simply go into the subscription management section of your personal page and make the changes you want. Your choices will be valid for any future delivery unless further modified. Or add from the catalog the new products you would like to subscribe to by clicking, within the product tab, on the renewal frequency. You’ll want to subscribe to.

Please note, changes will be effective from the term following the term in which you have made them.

You can change your subscription plan at any time, switching to a different quality of coffee or to a higher or lower quantity or to a higher or lower frequency of delivery.

The subscription fee will be charged on the renewal day indicated on your subscription page.

Your subscription is automatically renewed according to your delivery frequency preference, depending on the type of subscription you subscribe to, unless you decide to discontinue it or the fee charge fails for any reason. So please update your chosen payment method if a change occurs.

Yes, the subscription consists not only of delivery of goods, but also of a service that has special rules that allow more convenience for the customer.

The subscription is designed to save you time and receive at a set cadence our coffee.

The idea of the subscription was created to make it easier for you in the purchasing process, so it is important for us to make it as flexible as possible.

So there are no particular constraints: through the management page of your subscription you can in fact change the type of coffee and frequency of reception, or cancel your subscription.

The subscription ensures that you will always have our coffee delivered to your home according to your preferences and needs. Just comfort and good coffee, without any worries. You will never run out of Caffè Ernani again.

If you are a subscriber who would like to deactivate your subscription, please visit your user page, select your subscription, and then click cancel.

By going to your user page and accessing the relevant section. From here you can view a detailed summary of the last orders you placed.

You can change your login password from your personal profile by entering it twice in the appropriate fields.

If you have already signed up for Ernani and can no longer remember your login password, please access “Forgot your password?” and enter your subscription email. You will receive an email to reset your password.

Enter your personal page, add or edit your information by associating a billing address with a delivery address. Always remember to supplement basic information (such as address, ZIP code, etc.) with as much ancillary information as possible (such as intercom, floor, staircase, etc.) to facilitate the grocery delivery process.

If you have changed your email or phone number, or just want to change your personal information, log in to the user page and update your information.

All order payment information is encrypted to ensure the highest degree of security. In addition, your personal information on Ernani is protected to prevent any kind of misuse.

We do not accept shipments to P.O. boxes.

The courier is responsible for delivery. Ernani is committed to collecting any reports of non-delivery or delayed delivery of products through Customer Service and in case to help you protect your rights.

To track an order, simply visit the courier site and enter the tracking number.

Delivery is generally within 1/2 (one/two) working days. The times reported for receipt of goods are approximate and may vary depending on the delivery location.

Ernani will ship the ordered products by courier to the address you have indicated to us approximately within 24 (twenty-four) business hours after acceptance of your order.

The courier will then take 2 to 3 working days to complete the delivery.

Once an order has been placed, it is possible to change the shipping address by logging directly into the site of the courier company that will make the delivery, which will be indicated within the order confirmation email. If, on the other hand, the order has not yet been sent, it is possible to correct or change the delivery address at any time: just log into your private area and access your personal data panel.

In the case of delivery in Italy you will have to add € 6.5 for grocery purchases in the ordinary way, unless you make an expenditure of more than € 55.00. Beyond that amount, delivery is free.

In case of subscription with delivery outside Italy, the price of delivery and achievement of free shipping varies depending on the country of delivery:

We ship our products to every city in Italy except these ZIP codes excluded from delivery:

As for abroad, we only ship to these states (with reference to France, we do not deliver our products to Corsica):

Write to us at [email protected] or call us at no. +39 0362621377.

We are available to you Monday through Friday from 9 a.m. to 5 p.m.

You can return the purchased product and get a refund of the amount actually paid for the purchase. The only charge to you is that of return shipping.

In case of product replacement, the return shipping costs are borne by Ernani. Ernani will then replace the product with an identical one or, if out of stock and upon agreement with the Customer, with one of equivalent value.

If the product purchased is found to have manufacturing defects and/or to have been damaged in transit, you may request a replacement of the same within the mandatory period of ten (10) days from receipt by e-mail to the following address [email protected], or telephone communication to Customer Service.

To take advantage of warranty service, you will need to keep the invoice, or where non-existent, the shipping document. You must also return the defective or damaged product in its original packaging intact in all its parts.

All products, other than food products, sold by Ernani are covered by the conventional manufacturer’s warranty and 24-month warranty for defects of conformity in accordance with D.Lgs. 24/2002, as amended, and Articles 130 and 132 of Leg. 206/2005.

Perishable products are removed from sale two months before the expiration date.

Properly stored coffee beans retain more of their aromas intact than ground coffee. Apart from this difference, the coffee is the same. Coffee beans also can be ground at the time and in the manner best suited to the type of extraction you want to make.

Capsule coffee-no matter how ground-is stored in a protective nitrogen atmosphere until it is extracted, so it is best preserved, but it does not lend itself to extraction processes other than that permitted by the machine with which it is compatible.

Ground coffee is stored in sealed bags with a one-way valve that allows the coffee to degas. This same technology is used for coffee beans.

Orders will not be accepted from individuals who are under the age of majority.

Prices include VAT, which will be detailed on the product purchase invoice, where issued.

Unless otherwise expressly stated, prices do not include shipping and delivery charges, which, if charged to you, are still indicated in the final section before submitting an order and specified in the order confirmation sent by e-mail.

In the event that we are unable to fulfill an order from you, we will notify you promptly, although it may take up to 20 (twenty) business days after your order is placed. In this case, we will refund the price and any shipping costs incurred.

Upon receipt of an order, we will automatically send you a confirmation of receipt by e-mail, in which all the details of the order will be summarized.

We will then verify the availability of the ordered product and only after such verification, we will notify you of the acceptance of an order and the shipment of the product.

The expiration date is printed on each of the 250-gram or capsule packs that will be delivered to you, as well as on the 1000-gram packs.

No, no limit.

Membership in Ernani is totally free. delivery may be chargeable.

You can purchase on Ernani in two ways:

1. Subscription: allows you to receive the coffee you want on a set cadence on a regular basis.
2. Ordinary purchase: allows you to buy specific products by adding to your cart the ones you prefer from those available within the catalog.

In the same purchase session you cannot make an ordinary purchase and subscribe at the same time.

If your billing and shipping information is for a state other than Italy and you do not find the field for vat number in the registration form, go ahead and make your purchase and then contact us. We will ask for your foreign VAT number and send you the invoice.