F.A.Q
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.
If you would like a discount on Vico Food Box, sign up for our Newsletter. You will immediately receive a 5 euro coupon.
In addition, you will receive exclusive updates on our promotions.
In order to use your promotional coupon, simply go to the payment page of the order you are about to place and enter your promotional coupon in section at the top of the page marked ‘Have a coupon? Click here to enter your code‘.
We select our suppliers carefully and pack all Vico Food Boxes with our own hands. We do not ship products that are close to expiry. Should this happen, it would be a human error and we will certainly protect your purchase.
The minimum expiry dates are:
- 5 days for very fresh products (fresh cheeses, fruit, vegetables);
- 15 days for fresh products (fresh pasta, deli meats, cold cuts);
- 3 months for products for daily consumption (snacks, biscuits);
- 1 year for canned products (canned sauces, pasta, soft drinks).
To register, starting from the home page of our site, click the yellow dot in the top right-hand corner.
You will be on the account page. Enter your email address in the “Register” section and click on “Register“.
You will receive an email at the address you typed in where your password will be provided. If you do not receive an email, we recommend that you also check your spam and junk mail.
You can now log in to our site and you will be registered.
IMPORTANT: Please remember to log in to your account before filling your shopping cart. This way, even if you leave the site and want to return to the shopping cart at a later date, you will find all the products you previously selected.
If you have forgotten your password, resetting it is very simple. Starting from the home page of our site, click the yellow dot in the top right-hand corner. You will be on the account page.
Then click on the words “Forgot your password?” in the Login section. You will be redirected to a page where you will have to enter the email address or username you used to register on our site.
You will shortly receive an email with a link to reset your password and enter a new one.
If you do not receive any e-mails, we recommend that you also check in junk or spam mail.
Search for the products you want on the search bar and click on the little heart to add the product to your Wishlist. You can always review your wishlist by logging into your profile and clicking on the yellow heart sticker in the top right corner.
The minimum order amount is €15.00. We do not foresee a maximum order. There are no boxes or pallets that we cannot ship.
As soon as you have completed your order, you will receive a confirmation email with your order number.
If you do not receive an email, we recommend that you also check in junk or spam mail.
If you placed your order with your registered account, you will also find your order in the Orders section of your Account.
If your order is cancelled, it means that the payment was not successful.
If you paid by bank transfer, we suggest you to check the references entered. If these are incorrect, don’t worry, the payment will be returned to the sender.
To continue with your purchase, if you encounter any difficulties, you can contact us by email at servizioclienti@vicofoodbox.com
The Vico-Box takes three days to process in the warehouse, excluding the day the order is placed and excluding Saturdays and Sundays.
For example, an order placed on a Monday will be packed the next day (Tuesday), handed over to the courier by Wednesday/Thursday and shipped to your home. In 48/72/96h, depending on the shipping zone, the box will arrive at your home.
You can find more information on where we ship to and the corresponding timescales here.
No, we do not include an invoice in the Vico Box.
If you wish to receive an invoice, you can contact us by email at servizioclienti@vicofoodbox.com.
No, it is no longer possible to cancel the order if the order is handed over to the courier.
If you wish to receive more information about this, please contact us by e-mail at servizioclienti@vicofoodbox.com.
If your order is being processed in the warehouse it is not possible to add or delete products to your order.
Contact us at servizioclienti@vicofoodbox.com specifying the name of the person who placed the order, the order number and enclosing 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. Photografic 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.
Check the tracking link, received by email, to find out if your order is composed of multiple parcels. For international shipments, the parcels may be handled separately by the courier. You will find all the other missing products in your Vico Box still in transit.
If all the Vico Boxes in your order have been delivered, please contact us at servizioclienti@vicofoodbox.com indicating your name, order number and attaching photos of the small brown boxes inside the Vico Boxes, paying particular attention to the numbers above.
Your answer to the question “Do you accept substitutions for products that are not in stock?” allows our warehouse team to be aware of your wishes in the event that a product you have ordered is not available.
In case of a positive answer, the warehouse team will find an alternative to the product you have ordered. The replacement product will always be of higher or equal value and quality of the one you ordered. Of course, a surcharge is never required.
In case of a negative answer, no product will be substituted and you will be refunded for the missing product.
The Customer may exercise the right of withdrawal, pursuant to Art. 52 et seq. of Legislative Decree 206/2005, provided that these, after delivery, have not been opened or their seals altered.
In cases where the right of withdrawal is permitted, the Customer shall be entitled to withdraw from the purchase contract for any reason whatsoever, without the need to provide explanations and without any penalty.
To exercise the right of withdrawal, the Customer must send, within the term of 14 days from the date of delivery of the Products, a written communication by e-mail to the following e-mail address servizioclienti@vicofoodbox.com with the subject “Exercise of the right of withdrawal order n”, providing the following information
1-order number and date of purchase
2-date of delivery of the order
3-the name and address of the Customer
4-the Customer’s e-mail and telephone number;
5-code of the article or articles for which the right of withdrawal is to be exercised.
In order to receive the agreed refund, the goods must be delivered to the Holder within 14 days from the date of the request for withdrawal to the following address:
Cegua S.R.L.
Via Antonio labriola n49
80026 Arpino NA
Italy
If the right of withdrawal is exercised, the Owner shall refund the User the full amount of the returned Products within 14 days from the date of receipt of the notice of withdrawal, without prejudice to the Owner’s right to suspend payment of the refund until actual receipt of the Products. The refund will be made using the same payment method used by the User.
Payments
In this section, we answer frequently asked questions about payment methods. If you do not find an answer, do not hesitate to contact our Customer Care.
You can make 100% safe and secure purchases from all over Europe with iDEAL, Apple Pay, Giropay, Paypal, Sofort Banking, Bank Transfer, Bancontact, Debit/Credit Card.
For all orders placed, you will receive an email with the order details and the payment receipt, which can also be found in the ‘My Account’ section.
If the customer or company with VAT number requires an invoice, simply add the company VAT number to the order and specify:
– Company Name (Company Name)
– Registered office (Company address)
– Company Email
If the customer does not have a VAT number, we will send an invoice using the data provided when completing the order.
No, we do not provide the cash on delivery payment method. You can make 100% safe and secure purchases from all over Europe with iDEAL, Apple Pay, Giropay, Paypal, Sofort Banking, Bank Transfer, Bancontact, Debit/Credit Card.
Vico Food Box is a B2C (Business To Client) company and not a B2B (Business To Business). Therefore, all customers are treated as private individuals. The possibility of checking in as a Business customer is solely for the purpose of completing the invoice, which is exempt from VAT.
We are in the process of setting up a site aimed at B2B sales. At the moment, only for orders over €1,000, there is the possibility of selling to the Business customer, outside the site, and offering a discount. In that case, please contact us at: servizioclienti@vicofoodbox.com
Vico Fidelity Card
We launched our Vico Fidelity Card program, which rewards our most loyal customers!
Come to us to be rewarded every time you shop with us!
The more you buy, more points, more discounts!
Vico Fidelity Card is the new program of Vico Food Box active from 17 October 2023 to 15 October 2024.
In this period you can accumulate points that you can convert into coupons to use on our site for your purchases.
Full rules at the following link:
- For every €1 spent you receive 1 point, points are not calculated on cents. For example, if a product in your order costs 1.30 cents you will only receive 1 point, not 1.30 points. Points are calculated by default, not by excess.
- To accumulate points and convert them into coupons, the consumer must be registered to this website vicofoodbox.com by filling in all the fields in the appropriate registration form, entering their personal data. The Customer will receive a confirmation email containing the login credentials of his account. In his account the Customer can view the balance of accumulated points and manage the conversion into coupons.
- The accumulation of points for purchases on this site will occur automatically as soon as the order is shipped and entrusted to the courier.
- If you recommend to a friend/friend the service vicofoodbox.com heap 100 points on the first order your friend/friend will make. To invite friends and receive extra points from your dashboard, in the menu on the left click on “My Points”, in the page that will open you will find a tab “Get Points”, inside you will find the link to share with your friends to invite them to know vicofoodbox.com. Make sure that your friend uses the link to be able to register on vicofoodbox.com, once he has placed the order and it will be sent to the carrier you will accumulate 100 points.
- On your birthday you earn 200 extra points, if you have entered your date of birth in the dashboard.
PLEASE NOTE: Points will be removed on cancelled or refunded orders. You cannot accumulate and/or redeem points on free shipping. Points cannot be transferred from one account to another. We recommend that you do not place orders from different accounts.
Full rules at the following link:
You can convert points into coupons yourself starting April 5, 2024 in the “My Account” section.
Points converted into coupons can be used as a fixed discount on the shopping cart at the time of purchase. However, it is important to note that the points used to claim a coupon reset the amount of points available in your account.
For example: Once you have 500 points on your Fidelity Card, you can convert the 500 points into a €10.00 coupon that you can use for a subsequent purchase.
Please note that the promotion ends on October 15, 2024. Unconverted points will be reset.
Full rules at the following link:
Shipping
Here you will find information on delivery times and costs, as well as answers to frequently asked questions to our Staff. If you do not find an answer, do not hesitate to contact our Customer Care.
Shipping is FREE for orders of 70€ or more while for orders under 70€ the shipping cost is 11,90€ throughout Europe.
The shipping cost to the UK is fixed at 12.90€ for every 130€ spent.
After the Vico Box has been processed in the warehouse, the courier delivery time is 2/4 working days in Austria, Belgium, France, Germany, Great Britain, Liechtenstein, Luxembourg, The Netherlands, Portugal, Spain.
The delivery time is 3/5 working days in Bulgaria, Croatia, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Poland, Czech Republic, Romania, Slovenia, Slovakia, Sweden and The United Kingdom.
For more information go to shipments.
If the courier delivers to an incorrect address and the delivery signature is not yours, please contact us and we will open a signature disavowal case. In this case, we will redeliver the goods at our expense. We do not provide a refund of the order in this case.
We do not ship our boxes to Switzerland, Norway, and the small islands all over Europe.
We are working on it, but at the moment we are not able to guarantee delivery to the smaller islands because the shipping costs are too high.
If the addressee is absent on delivery, couriers may make different arrangements according to their internal policies: they may make a second delivery attempt, they may entrust the Vico Box to a post office near your home or they may entrust the package to a neighbour. Please keep up to date with the tracking of your shipment and read any messages or e-mails that the courier might send you.
Vico Food Box mainly relies on 3 couriers:
DPD, from whose tracking received by e-mail you can monitor the location of your Vico Box. Here is the contact information of the courier company: https://www.brt.it/en/customer-service/contact-us/
DHL, from whose tracking received by e-mail you can monitor the location of your Vico Box. Here is the contact information of the courier company: https://mydhl.express.dhl/it/it/help-and-support.html#/contact_us
GLS, from whose tracking received by e-mail you can monitor the location of your Vico Box. Here is the link where you can search for the branch in the country of dispatch and find the contact details: https://gls-group.eu/GROUP/en/home.
If the courier decides to entrust your box to a Parcel Shop or pick-up point, we will email you the address where you can pick up your box. Should you have any difficulties collecting your box in time, please contact us and we will be happy to help you find a solution promptly.
We would like to remind you that the courier company is responsible for its own operations and shipping methods, and we are unable to intervene directly. However, we are always at your disposal to facilitate your delivery.
For the sake of fairness, we would like to inform you that if the recipient refuses to collect the box at the Parcel Shop, we do not provide refunds and we are not responsible for any returns due to failure to collect the Vico Box at the Parcel Shop.
Yes, but only if the Vico Box has not yet been entrusted to the courier, you can contact us by email at servizioclienti@vicofoodbox.com.
However, if the Vico Box is entrusted to the courier, you can no longer change the delivery address. If this is incorrect, the order will be returned to the sender and any reshipment costs will be borne by the User.
The courier’s tracking link will be activated within 24 hours from the moment the Vico Box is handed over to the courier.
It means that the courier needs further information about the delivery address of the Vico Box. In this case, you can contact GLS courier customer service.
If you need further support, please do not hesitate to contact our customer service department by email at servizioclienti@vicofoodbox.com.
Did you receive a different product than the one you ordered? Was your Vico Food Box damaged? Take a photo and contact us via the contact form and we will try to offer you the best solution. We respond within 24 hours.
UK Shipping
Vico Food Box ships to the United Kingdom (UK). If you have any doubts you can contact our Customer Happiness Team.
Vico Boxes arrive in the UK in 3 working days on average. In case of increased controls for customs clearance, delivery times may exceed 3 working days.
Please note that the operation of customs does not depend on the service offered by Vico Food Box, but you will be constantly informed about the status of your shipment.
Shipping costs in the UK are fixed at 12,90€ every 130€ spent.
This is because we chose to offer you an all-inclusive service and the rate includes:
- 100% guaranteed UK shipping;
- Customs clearance costs paid by Vico Food Box;
- Any costs for duties to be payed by Vico Food Box.
No need to worry about a thing, we will take care of everything and guarantee the arrival of your favourite Italian food at your home.
The cost of shipping to the UK is fixed at €12.90 for every €130 spent.
In the case of a company or VAT number, duties are the responsibility of the customer, Vico Food Box will not incur customs clearance costs.
- Shipping to UK 100% guaranteed;
- Customs clearance costs to be borne by the customer;
- Any costs for duties to be borne by the customer.
You will not have to think about anything, we will take care of everything and guarantee the arrival of your favourite Italian products at your home. If the customer does not wish to pay duties and the goods may be returned, no refund will be made.
Please remember that customs duties are the choice of the Customs Agencies and are in no way dependent on our actions.
There is a 15,00 € minimum order , you can fill your cart with no weight or spending limits.
You can comfortably do your shopping and add your favourite food to your cart. For every 130€ spent, you will be charged 12.95€ for shipping.
Example: if you spend €250, you will be charged €25.90 for shipping (€12.95 + €12.95).
No need to worry about any additional costs. Vico Food Box will cover duties and customs clearance costs.
Contact us by e-mail at servizioclienti@vicofoodbox.com and attach the request for payment of duties sent by the courier.
We will check the validity of the request and get back to you. If the request is valid, proceed with the payment and send us proof of payment.
You will receive a refund of the taxes paid on the account you used to place your order. We will proceed with the refund immediately.
Please note that the timeframe for uploading the money to your account varies depending on the type of bank and account used for the payment.
If customs should, for some reason, hold up your delivery, we advise you to contact the local courier company directly to whom your shipment has been entrusted. If you need further support, please contact us at servizioclienti@vicofoodbox.com.
You will be constantly updated on the status of your shipment.
The amount of alcohol allowed in the UK must be equal to and not exceed 20% of the total expenditure.
The customer will be contacted if there are any anomalies in the order.
If you order from the UK any excise duty on alcohol is the responsibility of the recipient.
