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FAQ

Here are few of the most frequently asked questions from our customers. If you don't find the answers you are looking for, please contact us or call the toll-free number 00 800 627 24374 (Monday through Sunday, 9:00 a.m. - 11:00 p.m. CET)

Online Purchases

The e-store menu lets you view all the products or choose a specific product category. After adding the products that interest you in the shopping cart, you can check your selection, modify it, and proceed directly to order. To complete your order, simply indicate the shipping address and choose a payment method. You can also buy products on the Pasticceria Marchesi website by registering in the My Account section.

The e-store offers a wide range of Pasticceria Marchesi products. Each product sold on this website can be viewed through a dedicated link that provides photos of the product or its packaging, the description, ingredients, unit price and any additional information required by law. 

We accept payments through major credit cards and other payment methods expressly stated on this web site. The total amount for the order will be charged only after we have verified your credit card details, confirmed product availability, and prepared the order for shipping. Pasticceria Marchesi uses the most advanced data protection security systems to protect your payment data, which guarantees the absolute security of all transactions. The prices charged will be those published on this website and shown in the cart when the order is confirmed by clicking on the Buy button.  Prices will only be indicated in Euros (EUR) and the total amount of the order will include, where applicable, taxes and duties and shipping costs, the amount of which will be indicated separately. A sales receipt will be issued for the purchased products.

Invoices are not issued for online purchases.
If you want to buy products and receive an invoice, please contact our Via Montenapoleone Marchesi store in Milan at ‎+39 02.76008238.

The buying process is completed when you click the Buy button, confirming your order (hereinafter the “Order”). A copy of the Order will be sent to both Pasticceria Marchesi and to the e-mail address provided on your order form. Once you have confirmed your Order, its content can no longer be changed.
Before confirming your order form, you must read and agree to the General Terms and Conditions published on this website, saving them on your device or printing them. Please also make sure you fill in the mandatory field relevant to the acceptance of the Privacy Policy.
If you do not receive an email acknowledging your order within 24 hours from completion, please contact us to verify if the order was correctly received. 

The Order will be confirmed when Pasticceria Marchesi sends a confirmation email to the e-mail address indicated on the order form. The mail will contain a confirmation and summary of the order such as: product description and information as well as the total price of the order, including taxes and shipping costs.

Orders are usually shipped within 2-4 business days after Pasticceria Marchesi sends its order confirmation email. As soon as the package is shipped, a shipping confirmation e-mail will be sent along with the DHL courier tracking number. The courier will deliver from Monday to Friday during office hours and will require a signature upon delivery. For more detailed information, please see the "Shipping" section.

As per our General Terms and Conditions of Sale, once an Order has been submitted it cannot be further modified or cancelled.
At any rate, if you need to cancel your purchase, please contact us as soon as possible to inquire into details. Please remember that once the product has been shipped, your order can no longer be canceled. For security reasons we cannot change the products in the order or the shipping address. However, if you find any errors in the data provided, please contact our Client Service.

You can contact our Client Service by calling the number +80062724374 (from Monday to Saturday from 9 am to 8 pm and on Sunday from 9 am to 6 pm, Central Europe Time) by sending an email to client.service.eu@pasticceriamarchesi.com or through the dedicated “contact us” section.

SHIPPING

The shipping method can be selected from the drop-down menu and any related amount is displayed in the shopping cart. If you choose the standard shipping method, delivery usually takes place within 2-4 business days after Pasticceria Marchesi sends its order confirmation email. When provided by the website, you can select faster shipping methods.
The shipping cost calculation depends on the weight of the products ordered and on the destination Country.
Shipments are made Monday through Friday, excluding national holidays. Shipments cannot be made to P.O. boxes and/or general delivery addresses.

At the time of shipment, a DHL tracking number will be assigned to your Order. You will receive this number by e-mail, along with a link to verify the delivery date. You will also be able to access this information within My Account.

Deliveries are made from Monday to Friday during business hours. Since the courier will require a signature, please choose a shipping address where you or a person who you can trust will be available during the day. If no one is present to sign for the delivery, DHL will leave a notice and a number to call. If you need help in rescheduling the delivery, please feel free to contact our Client Service.
If you or the person you entrust with the task of accepting the delivery is absent, our courier will make 2 additional attempts to deliver your order within a 5 day period. After this period, if the products cannot be delivered, the order will be automatically canceled.
In this case, taking into account the product characteristics and the risk of their alteration/perishability, the products which are no longer marketable will be returned to Pasticceria Marchesi. Pasticceria Marchesi may retain the amount already paid both for the shipping and the product costs which as such can no longer be sold to third parties. 

Our e-store is available in Italy (except for the towns of Livigno and Campione d'Italia), Austria, Portugal, the Netherlands, the United Kingdom (excluding the Channel Islands), Ireland, Norway, Sweden, Denmark, Finland (excluding the Aland Islands), France (excluding territories overseas), Belgium, Luxembourg, Switzerland, Monaco, Germany (excluding the islands of Helgoland and the territory of Busingen), Spain (excluding Ceuta, Melilla, and the Canary Islands), and Greece (excluding Mount Athos).

Post-sales assistance

In the case of any production flaws or defective products, you can receive further assistance by contacting the Pasticceria Marchesi Client Service at client.service.eu@pasticceriamarchesi.com or by calling +80062724374 to find the solution that is most satisfactory for you.

The right of withdrawal may be exercised within 14 days from the delivery date of the products by sending a registered letter to the following address:  Pasticceria Marchesi, Client Service Digital, Via Orobia 3, 20139 Milano or to the e-mail address client.service.eu@pasticceriamarchesi.com
Please keep in mind that the right of cancellation cannot be exercised with reference to the following products:

  1. sealed products, if opened;
  2. products which are perishable by nature and/or have alterable characteristics, whose return cannot be made without compromising their integrity and/or deteriorating their quality;
  3. customized and/or specially prepared products.

If the necessary conditions are met, the price of the products will be reimbursed using the same payment method as the purchase, as specified in our General Terms and Conditions of sale.  
The Pasticceria Marchesi Client Service will confirm reimbursement by e-mail.

MY ACCOUNT

By registering with My Account you will be able to access a number of exclusive services to make your shopping experience more enjoyable and complete. You can:

  • store different shipping addresses to speed up order completion;
  • save your credit card information to speed up the buying process;
  • store previous orders placed and be able to control their status;
  • subscribe to the newsletter

In all sections of the site where you can log in, you will be able to access a "Forgotten Password" link, to receive a link by email to create a new password.

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