FAQ

Shipping

After completing your order, you will receive an order confirmation email.

A few hours later, you will receive another email with the tracking code for your shipment, which will arrive at your home in two to three business days.

How can I place an order? You can order directly from our website etnaly-shop.com: choose the products, add them to your cart, and follow the checkout process. In just a few clicks, the flavors of Sicily will be at your home!

What payment methods do you accept? We accept payments via credit/debit card (Visa, Mastercard, American Express, and many other credit cards), PayPal, SatisPay, cash on delivery, and bank transfer. All payments are protected and secure.

Can I modify or cancel an order I have already placed? You can modify or cancel your order within 24 hours of purchase by contacting us via email or through the contact form on the website. After this period, the order may already be in preparation.

Will I receive an order confirmation? Yes, you will receive a confirmation email immediately after purchase with an order summary and shipping details.

Do you ship throughout Italy? Yes, we ship throughout Italy, islands included. We want the authentic flavors of Sicily to reach every corner of the country.

Do you ship abroad? Yes, worldwide!

How long does it take to receive the products? Fresh products are generally shipped within 24-48 hours of order confirmation. Estimated delivery times are 24-72 hours depending on the destination.

How are fresh products shipped? Our fresh products are carefully packed in thermal boxes with dry ice or cooling gel to ensure the cold chain is maintained throughout transport and to ensure you receive the products in the best possible condition.

Do the products arrive in good condition even in the summer? Absolutely. We use specific cooling packaging for the warmer seasons. At certain times of the year, we may limit shipments on critical days (e.g., weekends or holidays) to guarantee product quality.

Is it possible to choose a delivery day? Yes, we will do our best to honor it, barring any unforeseen courier issues.

What happens if I am not home at the time of delivery? The courier will leave a notice and attempt a second delivery. We recommend providing an address where you are sure to be present, especially for fresh products, to avoid them remaining at the depot. You can also select a pickup point if preferred.

Are the products truly fresh and artisanal? Yes, all the products you find on etnaly-shop.com are selected directly from Sicilian artisanal producers. No middlemen: from Sicily directly to your home, fresh and authentic.

Where do your products come from? Our products come exclusively from Sicily, selected from the region's finest offerings: from fresh ricotta to traditional cheeses, from cured meats to preserves, from artisanal pastries to produce from the Sicilian garden.

Do the products contain allergens? Each product listing includes the allergens present in its description. We recommend reading it carefully before purchasing. For further information, you can contact us directly at 347.9330868.

Are the products available year-round or are they seasonal? Some products are available year-round, while others follow typical Sicilian seasonality. The catalog is updated periodically based on the producers' availability.

Do you sell PDO and PGI products? Yes, our assortment includes various products with PDO and PGI certification, guaranteeing their origin and the quality ensured by Sicilian tradition.

Can I purchase gift boxes? Certainly! We offer gift boxes designed for every occasion, perfect for an original and genuine gift. You can contact us for a customized arrangement at 347.9330868.

What should I do if I receive a damaged or non-compliant product? We are very sorry! Please take a photo of the product and contact us within 24 hours of receipt via email at info@etnaly-shop.com, or call or message us on WhatsApp at 347.9330868. We will arrange a refund or replacement as soon as possible.

Do you accept returns on fresh food products? Under European regulations, fresh and perishable food products cannot be returned once delivered, except in the case of a product that is damaged or does not match the order.

How do I contact you in case of a problem? You can contact us via the contact form on our website, by email at info@etnaly-shop.com, via WhatsApp at 347.9330868, or by calling the same number! We are always happy to help!

Can I customize a gift box? Yes! You can contact us at 347.9330868 to create a custom-made gift box by choosing the products you prefer. It is the perfect gift for those who love the authentic flavors of Sicily.

Do you ship for events or companies (B2B)? Yes, we handle supplies for companies, corporate events, restaurants, and individuals who require large quantities. Contact us for a personalized quote.

Do you have a loyalty program or discounts for regular customers? We are working on a loyalty program for our most loyal customers. Sign up for our newsletter to be the first to hear about exclusive offers, news, and promotions!