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FAQ

 

Here is a list of most frequently asked questions about our products and services

 

Technical aspects

  • Why can’t I log in?
  • Why doesn’t your website enable me to sign up?
  • How can I recover my password?
  • How can I change my e-mail address and personal details?
  • I got an error message while browsing your website. What should I do?

Placing orders

  • Is it safe to shop online?
  • I’m having a problem placing an order. Could you please help me?
  • Can I edit my order once it is confirmed?

 

Delivery

  • Can my order be delivered to more than one recevier? 

 

Products

  • Is the item I’m looking for discontinued?
  • What’s the best way to store chocolate products?


TECHNICAL ASPECTS

Why can’t I log in?

Check whether you are already registered with us. If not, you can sign up now. It just takes a few easy steps. Click on "ACCOUNT" at the top right corner of this web page and follow the instructions. Once you have signed up, you can login by simply entering your e-mail address and chosen password.

 

Why doesn’t your website enable me to sign up?

Most likely, you already have an existing and valid account at Venchi and you do not need to sign up again. If you have forgotten your password, click on the “Forgotten Password” link to recover it.

 

How can I recover my password?

Click on the "Forgotten Password” link on the login page. You will be asked to enter the e-mail address you originally registered with. You will be sent an e-mail with your new password reset details. If you don’t see the e-mail, check your Junk e-mail folder. Sometimes auto - generated e-mails are detected as spam. If the problem persists, please fill out the contact form. Our staff is at your disposal to assist you in any way.

 

How can I change my e-mail address and personal details?

If you changed your e-mail address and also want to change it in your user profile, send an e-mail to our customer support team, specifying your request and contact details. We will proceed to make the requested changes as soon as possible.

 

 

I got an error message while browsing your website. What should I do?

Please report the problem to us immediately. We will try to fix the problem as soon as possible. If you are still not able to submit your order, you may proceed instead with a phone order. We will be happy to assist you in any way.

 

 

HOW TO PLACE AN ORDER

Is it safe to shop online?

Thanks to our ongoing commitment to research and development in the field of IT security, we can guarantee that the purchase process is secure and you can shop for your favourite chocolate products at our online store in total safety.

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I’m having a problem placing an order. Could you please help me?

Sure! Just follow these easy steps:

  • Once you have logged in, select the desired items and add them to your cart.
  • Make sure your cart displays all desired items in the right quantities. Select the address of destination (if different from your default one) and the desired payment method and click on the “Proceed to Payment” button
  • If you like, you can add a greeting message for the receiver!
  • Go to the summary page and enter your payment details
  • Once you have authorized your order, you will receive a confirmation e-mail within minutes.

 

 

 Can I edit my order once it is confirmed ?

We do our best to enable any changes required by our customers during the order processing phase. However, since orders are processed automatically, they cannot be edited by the customer autonomously.  We are at your complete disposal for any particular request you may have. We recommend you double –check your order before submitting it.

 

 DELIVERY

Can my order be delivered to more than one receiver?

To ensure traceability of the order, we prefer to ship the goods to a single delivery address. Sometimes it may not be possible to split an order. For this reason, we recommend you place a distinct order for each delivery address, whenever possible. We are at your disposal for any further request or clarification you may need.

 

 

PRODUCTS

Is the item I’m looking for discontinued?

We produce our items in small batches to ensure freshness. For this reason, product availability may vary from time to time. Please contact us to check out for any special availabilities.

 

What’s the best way to store chocolate products?

The ideal storage temperature for chocolate is between è 12-18°C with a humidity level no higher than 65%. Chocolate suffers from temperature fluctuations. For example, cold temperatures harden the chocolate on the inside, and the action of moisture causes an opaque, translucent coating to appear on the surface.  Heat, on the other hand, melts the cocoa butter content, which, once set, crystallises causing a whitish layer to appear on the chocolate surface (tempering). Other alterations in the texture and appearance of chocolate may be due to light exposure or storage alongside strong-smelling foodstuffs. Exposure to light causes the cocoa butter content to deteriorate and it may absorb flavours and odours of other foods nearby. As a general rule, chocolate and chocolate products should be kept in their original packing and stored in a cool, dry place.

Venchi S.p.A. Via Venchi, 1 – 12040 Castelletto Stura (Cuneo) Piemonte, Italy Tel. +39 0171 791611 FAX +39 0171 791616

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