FAQ

[2](1) Prodotti e compatibilità [/2] [1][1] [2]I know which model of coffee machine I have. Which capsules can I buy?[/2][1] To see our selection of products and offers for you, simply go to our [12]home page[/12], click the “Products” menu and select the picture that looks like your capsules. [1] [2]I don’t know or can’t remember the name of my coffee machine. What can I do? [/2][1] Go to the [3]“Contact Us”[/3] area and send us a message, preferably including a photo of your machine and/or the capsules that you use. We’ll get back to you as soon as possible. [1] [2]Which is the ideal coffee blend for me? [/2][1] We always advise customers making their first order to choose the tasting kits. When you click the pictures of the products, you’ll see a description with all of the key details that you need to make your choice: intensity, roast, body, acidity and bitterness.[1] [2]As well as coffee, do you sell other products? [/2] [1] Yes! We have instant products, tea and herbal tea. In the “products” menu, you can see these products and our offers.[1] [2]I need more information before I make an order. What can I do?[/2] [1] We recommend you take a look at the other FAQ sections listed below:[1] - [6]Orders [/6][1] - [7]Creating and managing accounts[/7][1] - [10]Returns and replacements [/10][1][1] [2][8](2) Orders[/8][/2][1][1] [2]How do I make an order? [/2] [1] Making an order is very simple. [1] 1) Choose a product and click “Add”.[1] 2) To continue, click “Go to cart”.[1] 3) If it’s your first order, you’ll be asked to provide your details.[1] 4) Click “Go to secure payments” to continue.[1] 5) Choose a payment method: credit card, prepaid card, PayPal, bank transfer, or cash on de-livery. [1] 6) Click “Confirm order” to complete your purchase.[1] [2]How can I pay for my order? [/2] [1] You can choose between the following options: [1] 1) Credit card or prepaid card: use the secure system to enter your card details before you con-firm the order.[1] 2) PayPal: a quick, easy and secure way to make payments without having to enter your details every time.[1] 3) Bank transfer: once you’ve confirmed your order, we’ll send you an email with our account de-tails so that you can transfer the money.[1] 4) Cash on delivery ( for italian customers ): you can pay for your order in cash when it is delivered. A small surcharge of €5.00 will be added to the total price for the order to cover the courier’s collection fee. [1] [2]What are the account details for payment by bank transfer?[/2] [1] Account holder: [2]Frhome s.r.l.[/2] [1] Bank: [2]Intesa Sanpaolo S.p.A.[/2] [1] IBAN: [2]IT20A0306909454100000006902[/2] [1] BIC/SWIFT: [2]BCITITMM[/2] [1] [2]Can I pay in cash on delivery? ( Only for italian customers ) [/2] [1] Yes! Simply select the “Cash on delivery” option when you complete your order. For payments of this kind, it’s essential to provide a second order confirmation by replying to the email that you’ll be sent after your initial order confirmation. If you don’t send the second confirmation by email, the order will not be shipped.[1] [2]How much does delivery to addresses in Italy cost? [/2] [1] Delivery is free for orders of €20.00 or more. A charge of just €5.00 applies for smaller orders.[1] [2]How much does delivery to addresses outside Italy cost?[/2] [1] The cost for delivery to addresses outside Italy depends on the chosen country. You’ll be able to see the cost in the summary in the cart once you’ve selected your country.[1] [2]Can I change an order or a delivery address after I’ve confirmed it?[/2] [1] Generally speaking, once an order has been confirmed, it cannot be changed. Go to the “Contact Us” area and let us know what you would like to change as soon as possible. Our staff will see if it can be done.[1] [2]What do I need to do to get an invoice? [/2] [1] To ensure that you receive an invoice, in your account tick the box for “Do you need an invoice?” in the “Add main address” section, provide all of the tax data (such as your VAT number) and en-ter either your “Recipient Code” or your certified email address. Once you’ve done all of this, you’ll automatically be sent an invoice for each order that you make.[1] [2]Who will deliver my order? [/2] [1] Our deliveries are made by express couriers. They arrive within 24/72 working hours of the order being completed in Italy and 4 working days of the date when the order is completed in other countries.[1] [2]What happens if the courier is unable to deliver the products? [/2] [1] The courier will always attempt to deliver the products a number of times. An attempted delivery note will be left after the first attempt. After the last attempt, the package will be left in the depot for a maximum of ten days. The courier will notify us and we’ll get in touch with you to arrange a new delivery. [1] [2]Do I have to register in order to make an order? [/2] [1] No, but if you register then you’ll have access to more information about your order. [1] To find out more, please see the Creating and managing accounts section [1][1] [2][9](3) Creating and managing accounts.[/9][/2] [1][1] [2]What are the benefits of registering? [/2] [1] You’ll have access to more information about your orders, you can manage your personal infor-mation and collect reward points and you’ll be sent exclusive messages and details of special of-fers. [1] [2]Why should I sign up for your newsletter?[/2] [1] So that you can get all of the latest news about our offers and/or product launches.[1] [2]What will I be able to do once I’ve created my account?[/2] [1] 1) You’ll be able to add or change your delivery address, so that you don’t have to enter your details every time you make an order. [1] 2) It’ll be easier for you to keep an eye on your deliveries using the tracking numbers.[1] 3) You’ll be able to see your order history in your account, so it’ll be easier to buy things in the future. [1] 4) You’ll be able to ask to return or replace the products that you buy. [1] 5) You be able to collect points. [1] [2]How does the point collection system work? [/2] [1] Once you’ve registered, with every purchase you’ll get reward points known as “BeanCoins” that you can use to claim special prizes. [5]Find out more[/5] [1] [2]How do I unsubscribe from your promotional messages?[/2] [1] There’s an “unsubscribe” link in every one of our messages. Simply click the link and we will no longer send you any messages. However, you will also no longer be able to take advantage of our discounts and/or offers.[1] [2]I’ve forgotten my password. What do I need to do?[/2] [1] Follow this link to reset your password → [4]Reset password[/4] [1][1] [2][11](4) Returns and replacements[/11][/2] [1][1] [2]How do I ask to return products or have them replaced? [/2] [1] Simply log in to your account, go to the returns section and select the order in question and the products that you would like to return or have replaced. When your request has been approved, we’ll send you an email with a shipping label that you’ll need in order to return the products. We’ll contact the courier and arrange for the products to be collected. As soon as the products reach our warehouse, our staff will check them and work out how much to pay you, if any refunds are due. [1] [2]After I have bought products, how many days do I have to return them or have them re-placed? [/2] [1] Return requests can be sent up to 14 days from the purchase date. [1] [2]How much does it cost to return products? [/2] [1] If products are being returned due to mistakes/shortcomings on our part, we will always arrange for them to be collected by an express courier free of charge. In all other cases, there will be a charge of €8.00, which will be taken out of your refund. [1] [2]Can I return a product or ask for it to be replaced if I’ve opened it?[/2] [1] Yes, but we will only give you a refund for the packs that are still unopened and intact. Remember to remove all of the open bags, boxes and/or capsules before our courier collects the package.[1][1] [2](5) Contact us[/2] [1][1] If you can’t find the answer to your question, get in touch [3]with us here[/3].