Shipping policy

📦 Shipping and Cold Chain Information

At Casoin Online, the freshness and food safety of our artisanal products are our absolute priority. For this reason we apply strict shipping and packaging rules to ensure that your shopping arrives at your home in perfect condition.

1. Shipping Calendar and Departure Days (Freshness Rule)

To strictly avoid artisanal products (in particular cured meats and cheeses) sitting in the couriers' logistics warehouses over the weekend, shipments are made according to a fixed calendar:

  • Shipments within Italy: Departures take place exclusively on Tuesdays and Wednesdays via specialist carriers, with estimated delivery within 24/48 hours of handover to the courier.
  • Shipments to Europe (EU): Departures take place regularly on Tuesday via the DHL express service. For specific destinations or extraordinary logistical needs, the Seller reserves the right to bring the departure forward to Monday in order to guarantee delivery by Friday of the same week.
  • Order deadline (Cut-off): Every week we ship exclusively orders that have been completed, paid or credited by Sunday evening (23:59). If the order or the credit of the bank transfer takes place from Monday onwards, the shipment will be rescheduled to the following week.

2. Isothermal Packaging and Thermal Protection

Depending on the destination and the season, the goods travel either by refrigerated courier at a constant controlled temperature (e.g. BRT Fresh, where available) or inside reinforced expanded polystyrene (EPS) isothermal boxes, sealed with refrigerant gel ice packs suitable for food transport. This system guarantees the maintenance of the cold chain (from 0°C to +4°C) for up to 72 hours from handover to the carrier.

3. Shipping Rates and Free Shipping Thresholds

Shipping costs are fixed, but vary according to the type of products in the cart and the destination country. The exact transport cost is calculated by the Shopify platform and clearly shown in the cart summary before payment is confirmed. Any promotions or thresholds for free shipping are indicated in the information bar of the Website.

🚚 National Shipping Rates (ITALY)

  • Non-refrigerated products (Preserves, oil, pasta):
    • From €0 to €89 spent ➡️ € 9.99
    • Over €89 spent ➡️ FREE
  • Refrigerated products (Cured meats and cheeses):
    • From €0 to €89 spent ➡️ € 13.99
    • Over €89 spent ➡️ FREE

🇪🇺 European Shipping Rates (EU via DHL)

International shipping costs are calculated according to geographical zones and become free for all countries served over €120 spent:

  • 🇩🇪 🇦🇹 Germany, Austria: € 11.99 (Free over €120)
  • 🇫🇷 🇪🇸 🇧🇪 🇳🇱 🇵🇱 🇨🇿 🇩🇰 France, Spain, Belgium, Netherlands, Poland, Czech Rep., Denmark: € 12.99 (Free over €120)
  • 🇫🇮 🇸🇪 Finland, Sweden: € 19.99 (Free over €120)
  • 🇱🇻 Latvia: € 24.00 (Free over €120)

🛡️ 100% Satisfaction and Problem Handling (Returns)

In the food trade, special rules apply to protect health:

  • ❌ Cured meats and cheeses (Perishable): By law the right of withdrawal is excluded. They cannot be returned or refunded for a change of mind.
  • ✅ Oil, preserves, sauces and dry sweets: You may exercise the right of withdrawal within 14 days, provided that the artisanal packaging is perfectly sealed and intact. Return shipping costs are borne by the customer.
  • 💥 Goods damaged in transport: If the parcel arrives wet or crushed, accept it by signing "Specific reservation of inspection" for the courier. Take photos of the products and of the packaging and send them to info@casoinonline.it or via WhatsApp to 377 3451998 within 3 days. We will immediately refund you or send you a new supply, without asking you to send the spoiled food back to us.

· With us you have a 100% satisfaction guarantee! For any problem with your order, write an e-mail to info@casoinonline.it and together we will surely find the best solution.

 

· The costs of any collection of a damaged product will be borne by us; we will also send a new supply or replace the damaged product as soon as possible.

 

📞 Direct Assistance and After-Sales Support

We are small digital artisans and we answer every request in person. You can write to us or call us (also via WhatsApp) on: +39 377 3451998 or by e-mail at info@casoinonline.it.

4. Customer Availability

As these are perishable artisanal food products, the Customer is required to:

  • Provide a precise, complete and up-to-date delivery address (including postcode, house number and, where applicable, name on the doorbell).
  • Provide a valid mobile phone number to receive tracking links (tracking) and logistics notifications by e-mail, SMS or WhatsApp.
  • Guarantee their presence (or that of a delegate) at the indicated address on the scheduled delivery day.

5. Exclusion of Liability for Non-Collection

If delivery is unsuccessful or delayed due to the recipient's absence at the courier's first attempt, an incorrect/incomplete address being given or unjustified refusal of the parcel, the Seller shall not be liable in any way for the consequent deterioration or alteration of the food products. In these cases, given the perishable nature of the goods for which the law excludes the right of withdrawal, the Customer loses the right to any refund, compensation or free re-shipment of the goods.