FAQ - Frequently Asked Questions
Everything you need to know, in just a few minutes
In brief
Orders
Order confirmation via email
Changes possible only before processing
Shipping
Italy and International shipping active
Preparation: 1–3 business days
Damages: report within 48 hours
Customizations
Customizable baskets and products available
Times: 2–5 business days (depending on processing)
Payments
Card, PayPal, bank transfer, cash on delivery
Bank transfer: processed after payment clears
Returns
Consumer Withdrawal: 14 days
Personalized and food items: handled case by case
Orders
How do I place an order?
Select your products, add them to the cart, and complete the checkout by entering your shipping and payment details. You will receive a confirmation email once finished.
Will I receive an email confirmation?
Yes. After sending your order, you will receive a receipt/confirmation email. If you can’t find it, please check your spam/promotions folder.
Can I modify or cancel an order?
If the order has not yet been processed, we’ll do our best to help you (change address, quantity, notes).
After processing/shipping, changes may not be possible and will be handled through withdrawal/customer support.
I haven't received the order confirmation email
Check:
- spam/promotions folder
- correctness of the email address entered
If you can’t find it, contact us with your first and last name and, if possible, an order reference.
Shipping
Where do you ship?
We ship to Italy and also abroad.
If a destination is not available during checkout, contact us: we’ll assess feasibility and provide you with a custom quote.
How long does it take to prepare an order?
- Standard orders: 1–3 business days
- Personalized/baskets: 2–5 business days (depending on processing)
How long does delivery take?
Times vary based on destination and period. During peak seasons (e.g., Christmas/Easter), they may be longer.
Can I track my shipment?
When available, we’ll email you the tracking after shipping.
If you don’t receive it within 24–48 hours of the shipping confirmation, contact us.
What should I do if the package arrives damaged?
Report the problem within 48 hours of delivery by sending:
- order number
- photos of the external packaging
- photo of the damaged contents/product
We’ll quickly assess the best solution.
The courier didn't find me and the order is being held
In case of failed attempts, a storage procedure may be initiated. We recommend that you:
- check any emails/SMS
- contact us immediately if you need support to release the delivery
Payments
What payment methods do you accept?
- Credit/debit card
- PayPal
- Bank transfer
- Cash on delivery (if available for the selected destination)
When is the order processed if I pay by bank transfer?
After the payment has been credited. Times may vary depending on the bank.
Is card payment secure?
Yes. Electronic payments are handled through specialized external providers. Full card details are not stored on our systems.
Can I pay cash on delivery?
When available, you’ll find it among the options at checkout.
Any additional costs are always shown before confirmation.
Baskets and personalized products
Can I personalize a basket or a product?
Yes. Customizable baskets and products are available. Personalization options are indicated on the product pages or during the ordering process.
How long does personalization take?
On average 2–5 business days, depending on the complexity of the request and the availability of the components.
Can I modify a personalization after the order?
If the order hasn’t been processed yet, we’ll do our best. If processing has already started, the modification might not be possible.
Returns, refunds, and withdrawal
Can I make a return?
If you are a Consumer, you can exercise the right of withdrawal within 14 days of delivery, subject to legal exceptions.
How do I request a return?
Write to sisula@sisula.it indicating:
- order number
- products you want to return
- reason (optional but helpful)
We will provide you with operational instructions.
How much time is needed for a refund?
Refunds are handled within the timeframe required by law, after verifying the return or the report.
Can personalized products be returned?
Generally, personalized products can be excluded from the right of withdrawal, but we always handle things with common sense and evaluate case by case.
What about food products?
For this category, some requests require specific evaluations. Here too, we handle things case by case, looking for the most correct and reasonable solution.
Support and contacts
How can I contact you?
sisula@sisula.it
+39 070 860 7626
How quickly do you respond?
We try to respond as quickly as possible, especially for urgent requests related to orders and shipping.
Still have doubts?
If you haven’t found the answer you were looking for, write to us: include your order number (if applicable) and a clear description of your request. We will get back to you as soon as possible.
Contact us now
with credit card
orders over €79
worldwide
