Customer Service
ORDER CANCELLATION OR MODIFICATION
When you have placed an order at our website, you can modify or cancel it free of charge provided it has not been shipped. In this case, please contact us by telephone or by email. We will ensure that your order will modified or cancelled and will refund any amount already paid.
ORDER ERRORS
Even though we strive to fulfil all orders, it is possible that part of an order is missing or that the order is erroneous. In the unlikely event, please contact us within 7 days after you have received the order, and any missing item will be supplemented free of charge.
Packaging
As we offer products that need to be handled with care, all products are packed with care in order to avoid any damage during shipment. Should a product is damaged during shipment; please contact us within 2 working days. We might ask you to provide photos in order evaluate the damage and to come to a solution.
ORDER RETURNS
In case the parcel already has been shipped, it is possible to decline the parcel. Once the parcel is sent back to us, we will refund any amount due. Should you for some not be satisfied with the product you have order, than you can return it back to us provided it has not been opened. In that case you will receive a full refund of the product price where you should only need to take of the shipment costs. You have the right to cancel the order, without specifying the reason, within 14 days. This terms starts on the day after receiving the product. During this period you need to handle with care the packaging and the product itself. Should you invoke this right, the product needs to be in a good condition and returned to us in original state.
Return Procedure
Please contact us before shipping any product back to us. This is possible by email or the contact form. Doing so will enable you and us to agree and a suitable return shipment. After you receive a confirmation that all conditions for returning have been fulfilled – this entails that the products are in their original state --- we recommend the safeguard the following matters:
Packaging: Sent the product in the original packaging. The original packaging in which you have received the product aims to protect the product during transport, and should allow you to re-send the product in a similar way. Please bear in mind that the responsibility for the products remains with you until we receive it, and we recommend take the appropriate means during return shipment. In case the original package is damaged, the we recommend the package the product and original packing in another box (re-boxing of the original package), in order the prevent any damage. The return address is:
The Coffee Gallery
Jodenbreestraat 94
1011NS AMSTERDAM
THE NETHERLANDS (NL)
Return Shipment costs: The risk and cost for the return shipment are for account of the sender. This includes also any partial shipments. We would also ask you to always include the Track and Trace code so we can follow the order progress delivery. Should we receive the product in a damaged state than we reserve the right to deduct the value during refund.
Processing: After receipt of the return shipment, we aim to refund you as soon as possible after you have invoked your right to withdrawal (the notification that you would like to return the product). Should we have not received the product within 14 days after return shipping, we will suspend any refund payment and ask for a valid Track & Trace code and/or any other proof of shipment.
REMARKS AND SUGGESTIONS
We strive to offer Italian products for an Italian price. We aim as well to complement this advantage with a good service level. Should you have any remarks or suggestions, then we would happy to hear it through the contact form. In any case, you can always count on our willingness to find a suitable solution.