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Do you have any doubts?
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Our Customers Happiness Team is ready to answer all your questions.

Can’t find the answer you’re looking for in Frequently Asked Questions? (FAQ)

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Click on our chat at the bottom right, we are available from Mon-Fri from 08:30 to 17:30

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Call +39 3756908596 for help or advice Mon./Fri. 08:30 to 17:30

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Frequent questions

Vico Food Box® is always at your side to help you choose the right product or simply to guide you through the purchasing process. If you do not find an answer to your question, do not hesitate to contact our Customer Care.

At the moment it is not possible to choose the specific courier for your shipment as the association between order and courier is made automatically by our computer system according to an algorithm that takes into account the shipping area, total weight, number of boxes and other variables.

Our IT department is working on the possibility of including an option on the site that would allow each of our customers the independent choice of courier for each order with the different shipping costs associated with the selected choice.

The Vico Box takes 1/2 days to be processed in the warehouse, excluding the day the order is placed and Saturdays and Sundays. Once the processing of your order is complete, your Vico Box will be handed over to the courier. You will then receive an email at the email address provided with a tracking link through which you can follow every update of your box. Shipment usually takes between 2 and 5 working days, therefore excluding Saturday and Sunday, to proceed to delivery. Times may vary depending on the area we ship to. The tracking will report when your box is being delivered.

If you order from Ireland, you will only find the international tracking update after the Vico Box arrives in Dublin. As soon as the tracking is updated your order will be delivered on the same or next day.

If you order from Greece, Finland or Sweden, the shipping time may be slightly longer as the shipping couriers may entrust the package to their local partners ACS, PostiFi, DB Schenker.

In some cases, couriers leave the box at the post office or at certain pick-up points. It is not possible for us to change this arrangement of the courier company as the delivery methods are determined by the couriers themselves. Being multinational companies, they follow internal logics of which we are not aware, in fact from the moment we entrust the shipment, our scope of action is limited. You can read this information in the ‘where we ship’ section of our website: https://vicofoodbox.com/en/where-we-ship/

In order to facilitate the collection of the order, we usually retrieve the address of the collection point and provide it via email or WhatsApp to all customers to whom the order is not delivered directly. For the sake of transparency and fairness, we inform you that if the box is not collected within a certain period and is therefore returned, there will be no refund of the order.

If a product you have received is damaged, incorrect, expired or missing, please contact us using one of the various methods listed above, specifying the name of the person who placed the order, the order number and attaching photos of the product (if damaged, incorrect or expired) and, in any case, photos of the Vico Box and the little brown boxes inside it, paying particular attention to the numbers above. Photographic evidence is, in any case, necessary for the report to be resolved and must take place no later than 7 days after receipt of the Box.

If you have received a product as a replacement for another one, please check whether in the details of the order you placed you answered yes to the question “Do you accept any replacements for products that are out of stock?“.

If this is the case, you have given our warehouse team the freedom to independently replace a missing product with another product of higher or equal value and quality.

If, on the other hand, in your order details you answered no to the question “Do you accept any replacements for products not in stock?” and you have nevertheless received a replacement product, please contact us using one of the various methods listed above, giving your order number and attaching a photo of the replaced product.

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Vicofoodbox® – L’Italia a casa tua! – Cegua s.r.l. – P.Iva 09500031217 – REA NA-1036644