Refund policy

📦 Shipping and Returns: How it works on Casoin Online

Welcome to Casoin Online! We bring the best gastronomic excellences of Veneto to your home. All our products are strictly artisanal, made by small local producers using traditional methods. Because we deal with unique specialties and freshly cut cold meats and cheeses, we have developed a shipping and payment system that guarantees maximum freshness and convenience. Here's how it works, simply and clearly.

⚖️ 1. With us, you only pay for the actual weight! (How payment works)

Many of our flagship products are artisanal cold meats and cheeses subject to natural weight loss and manual cutting (e.g., a slice of cheese or a piece of Sopressa). For this reason, the final weight may vary slightly from the initial estimate in the cart.

To guarantee you maximum commercial fairness, we use dedicated payment formulas:

  • If you pay with Card or PayPal: At the time of order, no money is debited, only the estimated amount in the cart is "blocked" (Pre-Authorization). Before shipping, we weigh your products: if they weigh less, we will charge you a lower price and the refund to your card will be immediate. If they weigh more, the extra weight is a gift from Casoin Online!
  • If you choose Cash on Delivery: This method involves a fixed handling fee that will be clearly displayed in the cart before confirming. Before departure, we will weigh the goods and update the waybill with the exact price calculated to the gram (both up and down). You will pay the courier the actual amount for the goods received in cash.

📅 2. The Freshness Calendar (When we ship)

To strictly prevent artisanal products from remaining in courier warehouses over the weekend, we plan departures with the utmost care:

  • 🇮🇹 Shipments in Italy: Depart exclusively on Tuesdays and Wednesdays. We deliver within 24/48 hours from handover to the courier.
  • 🇪🇺 Shipments to Europe (EU): Depart regularly on Tuesdays (with possible early departures on Mondays for more distant areas). We use the DHL express service, which guarantees deliveries to France, Germany, and the rest of Europe in just 1-2 days.
  • ⏱️ Order cut-off: We ship orders completed and paid by Sunday evening each week. If you order from Monday onwards (or if you make a traditional bank transfer that requires bank crediting times), your shipment will be scheduled for the Tuesday of the following week.

❄️ 3. How we protect your shopping (The cold chain)

Food safety is our priority. We ship perishable products using two methods depending on the destination:

  1. Certified Refrigerated Courier (e.g., BRT Fresh): Where available, products travel at a constant controlled temperature.
  2. Isothermal Polystyrene (EPS) Boxes + Gel Ice: We use professional thermal packaging reinforced with protective gel ice. They maintain the perfect temperature from 0°C to +4°C for up to 72 hours, protecting your shopping even on European journeys.

⚠️ Your only obligation: As these are artisanal and fresh foods, monitor the tracking number that we will send you via email or WhatsApp and be at home on the day of delivery. If the package goes into storage because you are absent, the food risks deteriorating and by law, we will not be able to refund you.

🛡️ 4. What to do upon package arrival (Damaged goods)

If the outer box appears wet, crushed, or open upon delivery:

  1. Accept with Reservation: Sign the courier's document explicitly writing "Accepted with reservation for wet/crushed package".
  2. Take photos: Immediately take photos of the box and the products inside.
  3. Write to us within 3 days: Send the photos via email to info@casoinonline.it or via WhatsApp to 377 3451998. If the damage is real, we will reship the goods or refund you immediately, without asking you to return the spoiled food!

🔄 5. Return Policy (Right of Withdrawal)

In online food commerce, the law applies special rules for hygiene and health protection reasons:

  • ❌ Cheeses and Cold Cuts (Perishable Products): By law, it is NOT possible to return or withdraw these products. Once cut and shipped at controlled temperature, they cannot be returned.
  • ✅ Oil, Preserves, Jams, and Dry Products: Even if artisanal, for these goods you can change your mind and exercise the right of withdrawal within 14 days of delivery, provided that the packaging is perfectly sealed, intact, and never opened. Shipping costs for returning the jars or bottles are borne by the customer.