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FAQs

Frequently Asked Questions — Fontana Hotellerie Shop

Fontanahotellerieshop.it is the e-commerce channel of F.lli Fontana Hotellerie, dedicated to foodservice professionals and retail buyers. Below are answers to the most common questions about orders, payments, shipping and returns.

Payment methods and security

We accept all major credit and debit cards, PayPal Express Checkout, bank transfer and cash on delivery (Italy only). All card transactions occur over a secure SSL connection: card data is not stored on our servers and transactions are pre-authorised directly by the issuing network.

Order processing and shipping

Orders are processed Monday to Friday, within 1–2 business days from payment confirmation; shipping occurs on the next business day after processing. We do not ship on weekends or public holidays. During peak periods or approaching holidays, processing times may be slightly longer. Once your order ships, you'll receive a tracking number by email; if you haven't received shipping confirmation within 5 business days of payment, please contact us using the details on the Contact page.

Returns and replacements

You may request a return within 14 days of receiving your order, provided the product is in original condition with intact packaging. To start the process, contact our customer service with your order number and reason for return. Return processing takes up to 7 business days from receipt of goods at our warehouse; you'll receive email confirmation. For incorrect, defective or damaged items, contact us within 7 days of delivery with photos of the product and packaging: we'll resolve the issue with priority.

Frequently Asked Questions

Which payment methods does Fontanahotellerieshop.it accept?
We accept credit and debit cards from all major networks, PayPal Express Checkout, bank transfer and cash on delivery (available for shipments within Italy only). All card transactions occur over a secure SSL connection; card data is not stored on Fontana Hotellerie servers.
How soon is an order shipped?
Orders are processed Monday to Friday within 1–2 business days from payment confirmation; shipping occurs on the next business day after processing. No shipments are made on weekends or public holidays. If you haven't received a tracking number within 5 business days, please contact our customer service team.
How do I request a return on Fontanahotellerieshop.it?
You can request a return within 14 days of receiving your order by contacting customer service with your order number and reason for return. The product must be in original condition with intact packaging. Return processing takes up to 7 business days from receipt of goods; you'll receive email confirmation.
What should I do if I received a defective, incorrect or damaged item?
Contact us within 7 days of receiving the package, providing your order number and photos of the item and external packaging. Our team will handle the case as a priority, arranging replacement or refund according to our policy.