Thank you for buying Olio del Cardinale. I’m a small business, and I take real care in getting this oil from Luigi’s mill to your kitchen. Because of that size, I can’t accept returns simply because the oil wasn’t to your taste. If something went wrong on my end, though, I’ll make it right.
When I’ll make it right
I’ll offer a replacement or refund if:
- Your order arrived damaged or leaking. Bottles are glass, and sometimes carriers are rough on them.
- You received the wrong item or quantity.
- The oil has a defect. This means it’s clearly rancid, musty, or otherwise spoiled, or the bottle was faulty or improperly sealed.
- Your order was lost in transit or never arrived.
When I can’t offer a refund
- You didn’t like the taste or flavor, or it wasn’t what you expected.
- You changed your mind or ordered by mistake.
- The wrong shipping address was entered at checkout, or on a subscription.
- The oil was stored improperly after delivery (for example, in heat or direct sunlight) or was opened and used for an extended period before a problem was reported.
Extra virgin olive oil has a naturally bold, peppery, sometimes bitter character, and that’s a sign of quality. It isn’t a defect. If you’re not sure whether something is normal, just reach out and I’m happy to talk it through.
How to request a replacement or refund
- Contact me within 7 days of delivery at david@dellanave.com, with your name and order number.
- Include photos of the damaged packaging, the bottle, or the product issue. For a suspected defect, a short description of what you noticed is helpful.
I’ll review your request, always within 2 business days, and let you know the resolution.
For damaged, incorrect, or defective items, I’ll choose between sending a replacement or issuing a refund to your original payment method, whichever gets you the fastest fix. In most cases you won’t need to send anything back. If I do ask you to return an item, I’ll cover the shipping. Refunds cover the product and the shipping you paid for that order.
Refunds are typically issued within 24 hours of approval. Your bank may take a few additional days to post them.
Subscriptions
Quarterly shipments
If you choose a subscription, your order ships every 3 months after your first order, and you save 50% on shipping.
Cancel any time before an order is processed
You can cancel, pause, or skip a subscription shipment whenever you like, with no fees or penalties, as long as you do so before that shipment’s order is processed. To cancel:
- Log in to your account at dellanave.com/olive-oil-account, or
- Email me at david@dellanave.com.
What “processed” means
An order is processed when your card is charged, occurring 90 days from your previous order – once a quarter. Once an order has been processed, it’s treated like any other order: it will ship, and the return policy above applies. Cancelling at that point will stop your future shipments but not the one already in progress (unless I can catch it before it makes it out the door, but I can not make any guarantees.)
Reminders
I’ll send you an email 3 days before each shipment so you can make changes or cancel.
Changes
You can update your shipping address, payment method, or product selection through your account or by emailing me, as long as it’s before your next order is processed.
Failed payments
If your card is declined, I’ll let you know so you can update it. If it can’t be resolved, your subscription may be paused until it is.
Price changes
If prices change, I’ll notify you before your next shipment so you can decide whether to continue.
Questions?
Reach me at david@dellanave.com with any questions. I’d rather hear from you and sort it out than have you unhappy with your order.