Welcome to our Help Desk

Support and FAQ to solve any doubt


Can I take an order by phone?
Sorry, but we cannot take an order by phone.

Is there a minimum of order?
No, there isn’t a minimum of order.

When it could be possible to receive the invoice of my oder?
The invoice is issued at the time of shipment; the copy of the invoice will be sent by email in the following days. The electronic invoice is sent to the Revenue Agency at weekly intervals. If you have not received your invoice, you can send an email to amministrazione1@polsinelli.it.

May I have a code of encouragement to buy for the first time on your site?
Sorry, but it’s not possible to receive a discount.

I am going to make an order on your website but it says “orderable” what does it means?
An item can be ordered if it is produced directly by the company and you have to wait for the processing to be completed or if the company is waiting for the product ordered from our supplier to be delivered to us.

I need to purchase a product on the website but it is sold out; How do I know when it will be back in stock?
Click on the “tell me when it is available” button and you will receive an email as soon as it is available.

When does my goods arrive?
Please, send an email to spedizioni2@polsinelli.it or contact the number 0776869068 int.212.

Is there a minimum of order for which the shipment is free?
Yes, free shipping is provided in Italy on more than 1500 items with a purchase over 99€. At the following address you will find all the information about the Free Shipping promotion. https://www.polsinelli.it/zerospese.html

I made an order on the site and I received the confirmation email, but the status of the order is “canceled” what is the problem? When will my order arrive?
The order was canceled because the payment was not valid. For this reason, it is necessary to make a new order on our website.

Can I pay the order directly on delivery?
Yes, you can pay cash on delivery. Inside the cart, it is possible to select the method of payment you prefer, but cash on delivery is not valid abroad.

I have already done the order, but I need to change it, what should I do?
In the section "Orders", on your profile, you can modify the order. At the bottom there is a space where you can send messages and where you can write your request for modification. To prevent errors, it is recommended to write the article codes and the quantities directly to modify the order.

When I select my country, inside the cart, appears this message “We’re sorry, but for the chosen area, you will receive a quotation for the shipping cost”
You can proceed with the order by entering your data; the order is incomplete because transport costs are not insert for the selected country. The system cannot calculate it automatically, so you will shortly receive an updated copy of the order including transport costs.

Can I send the carrier to collect the order?
In the cart, you can select "Pick up at headquarters". Proceeding with the order, there will be a space for notes in which you can specify that you will send your courier for collection. As soon as the goods are ready, we will send you an email with the weight and dimensions of the packaging and the address of the warehouse to instruct your carrier.

My order on site is canceled but I received the confirmation email.
The system send automatically the email when you make the order but if the payment is not confirmed, the order is canceled. 

My order on the site is “canceled” but i made the payment.
If you have made the payment you can send a copy of it to amministrazione1@polsinelli.it to verify the problem. If the payment is ok, your order will be restored and placed in processing. On the contrary it could be necessary to make a new order and make the payment.

I was enable to pay for my order immediately and now I cannot go on, what can I do?
Your order will be canceled automatically for failed payment. It could be necessary to make a new order and make the payment.

The delivery of the order is for a third person which cannot received the copy of the invoice.
Usually, the order is sent without the paper invoice that it is sent to the billing email address. It could be better to specify the request in the notes of your order.

For countries where customs are required, do transport costs include clearance costs?
No, clearance is excluded from the costs provided by the site.

I have an Intra-community VAT number, how can I get prices without VAT?
In order to have prices without VAT, you have to register on our site as a company. The system will request to you all company details included intra-community VAT.

I have made the transfer, but I have not entered the order number in the reason of the payment.
You can send a copy of the transfer to amministrazione@polsinelli.it.

I made an order on your site, but I don’t receive any confirmation email. Was it successful?
If you have registered your data, you can login and verify the status of your order. In any case, you can send an email to export1@polsinelli.it or contact the number 0776869068 int. 216.

I would like to make and order on your site, but transport costs are too high. Is it possible to have a discount?
Sorry, but it’s not possible to have reductions on transport costs.

I made an order but it results “in processing”. Can I have the invoice?
You will receive a copy of the invoice by email when the order will be sent.

I need an official PDF quote for the bank, how can i request it?
On the site, you can follow the procedure to make an order, select bank transfer as method of payment and write in the notes of order that you want to receive an official PDF quote.

Is it possible to have a discount for quantities?
Each price are already on promotion, subsequently is not possible make orders on quantities.

Even if I am a private, can i make orders?
For sure.

Do you have a price list for retailers?
Sorry, but we haven’t a price list for retailers; in alternative you can be turn your account into retailer account and then you can buy items thanks to discount price list.

What is the discount provided for retailers?
There is a discount of about 15%, but there could be variation on some items.

We would like to be resellers of your items in our country, can we have the exclusivity?
We do not give the exclusivity of our products.

Do you have resellers outside Italy?
No, we haven’t official resellers of our products in any country. Our company sells products by ecommerce all over the world.

What are the purchasing conditions for enterprises?
If the company has valid EU VAT, there could be the possibility to buy products without paying VAT.

Is it possibile to have your reseller list? And how it is possible to become a reseller?
To access the retailer price list, it is necessary to make a first order (with no discount) and subsequently send to elisa@polsinelli.it the chamber of commerce certificate, which confirms that the company activity is in line with our sector.

Can I use the right of withdrawal?
Yes, for European legislation, the return is charged to the customer within 14 days of purchase.

I need to make a return. What is the procedure?
You can return the non-compliant item to the address POLSINELLI ENOLOGIA, VIA FERRAZZA 22, BROCCOSTELLA (FR) - 03030.
As soon as it returns to the warehouse we will check the condition of the items and if there are no issues we will prepare a credit note equal to the value of the returned items and then we will open a refund procedure. The time for the refund is about 7 days. If you want, you can place a new order on our website at any time, regardless of the return procedure. 

How long does it take to return a product?
You can ask for the return of a product within 14 days from the date of delivery of the goods by sending an email to info@polsinelli.it, as explained in Condition of sale.