Frequently Asked Questions
Welcome to our FAQ section, we're happy to have you here and as a customer.
We have tried to answer the most common questions.
Orders and Returns
What should I do if the delivered products are damaged or do not match what I ordered?
If the products you receive do not match those ordered and/or are damaged, please contact us promptly by emailing info@bio-orto.com or by filling out the form at this link . If the buyer finds any damage to the product due to transport that is not visible from the outside, or if the number of products received is not the same, they must report the damage within 8 days of discovery, or within 8 days of delivery, in the former case. For more information, see our terms and conditions here .
Can I cancel or change an order?
You can cancel or change an order only before you receive the email informing you that the courier has received your order. You must contact the company by phone (Tel. 0882 645787) or email info@bio-orto.com .
How can I be sure that an order has been successful?
You will receive an email in your inbox with an order confirmation message.
If you haven't received the email, please check your spam folder.
If you need support you can contact us .
How does the return work?
You can return the products without giving any reason within 14 days of receiving them by informing us via email at info@bio-orto.com .
For more information on our return policies, please see the policy here .
Are there any costs?
In the event of withdrawal, all payments made to Bio Orto will be refunded, including delivery costs, with the sole exception of additional costs if the buyer has chosen a more expensive delivery method than the standard one.
For more information on our return policies, please see the policy here .
Shipping and delivery
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How much does shipping cost?
Shipping costs are €4.90 in Italy. Shipping is free for orders over €50. Shipping throughout Europe costs €15.
How long does it take to ship from the moment I place my order?
Once the order is confirmed, the courier, barring unforeseen circumstances, takes approximately 3-4 working days to deliver.
How can I track my order?
Once your order is ready to ship, you'll receive an email with a link to track your package. You can also check the location of your order on the courier's website.
If you haven't received the email, check your spam folder.
If you need support you can contact us by clicking here .
Can I change my delivery address after purchase?
You can change your delivery address only before receiving the email informing you that the courier has received your order. You must contact the company by phone (Tel. 0882 645787) or send an email to info@bio-orto.com .
Products
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Where can I find information on ingredients and allergens?
Visit our website and find all the information in each product description. If you need more information, please contact us .
Promotions and discounts
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Are there discounts or promotions for new customers? How can I use a discount reserved for me? If I have a discount and it isn't accepted, what should I do?
You can sign up for our newsletter to stay updated on our products and get an immediate 10% discount on our online shop.
If you have a discount, after adding the products to your cart, click "Checkout" and enter the discount code in the appropriate field.
If you're unable to use a discount, check that the discount code reserved for you is valid and that the terms and conditions are met. If you need assistance, you can contact us .
Payments
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What payment methods are accepted?
You can pay using major credit cards (Visa, Mastercard, Amex, Union Pay), Maestro prepaid cards or Shop Pay, PayPal and GPay.
Is paying by credit card safe?
Credit card details are processed only by the banking network, without being saved in any database, and the transaction takes place completely securely via a secure and encrypted connection.
Can I request an invoice for my orders?
If you forgot to request it when ordering, write an email to info@bio-orto.com .
My payment isn't going through. What can I do?
If your payment is declined, contact your bank for more information.