FAQ

  - The prices include VAT?
  Depending on the country of destination goods (in the top right of the web page you have to choose the country of destination goods),  the system will display prices including VAT or not

  - Can I visit the site without making any order?
  YES

  - Can I simulate an order?
  Yes, nothing happens and no order is made without confirming it.

  - I placed my order, immediately after paying  I realized that I need other products but if I make another order  the system makes me pay the    shipping costs. How do I add items without paying additional transport fee?    
  If the order has not been shipped yet, the customer can add additional products in the shopping cart selecting SHIPMENT DIRECT WITHDRAWAL IN    STORE

  - How can I calculate the transport costs?
  On top right you have to choose the destination country " SELECT YOUR COUNTRY "; the system will calculate the transport costs  automatically according to the products weight, the transporter selected and the destination country. In some cases you will be able to  choose the transporter, otherwise the system will choose it.

   - The costs of the shipments by registered mail made by Poste Italiane seem to be very high
   The cost is based on the net weight of the product/s + packaging weight, the e-commerce system automatically creates the shipping      price, the prices  charged by Poste Italiane are visible on this link , ref. pag 7. We prefer to ship by registered mail as it is traceable

  - Can I make an order without paying VAT of products?
  Yes, if customer is a company - enterprise of the European Community. In this case, when registering, the buyer has to enter as a Company and    insert the VAT number valid released by his country. We will afterwards check the validity of VAT number through the european site VIES and, if data  are not correct, we will inform customer and refuse the order.
  Yes, if customer is resident out of the European Community. In this case customer, after selecting "SELECT YOUR COUNTRY " (destination country),  will see product prices with no VAT and cost of shipment made by us. Customer when receiving products in his country will have to pay customs fees  imposed by his country.Please find documentation in this link of the Italian Custom Agency 
 http://www.agenziadoganemonopoli.gov.it/wps/wcm/connect/Internet/ee/Citizen/VTA+Refund

  It can happen that a tourist resident out of the European Community decides to buy and have products delivered to (a) an italian hotel or to an italian  residence or (b) to buy directly from our shop. What to do in these cases?
  a) Customer has to pay products with VAT, we will issue invoice, vat included, and will make shipment to the italian place indicated. Customer, when  leaving Italy, will declare products bought exhibiting the purchase invoice to Italian customs. Same procedure when entering in his country: he will  exhibit the invoice, customs will put a stamp confirming the import.
 Customer will return us within 3 months the original invoice with import stamp and we will refund the VAT amount previously paid.
  b) Same procedure as per hypothesis (a), link and documentation 
  http://www.agenziadoganemonopoli.gov.it/wps/wcm/connect/Internet/ee/Citizen/VTA+Refund/Goods+purchased+in+Italy
  NO, if customer is italian (private or company) or if private customer is resident in the European Community
  NO, if the customer is resident outside the European Community and wants the products are shipped in a country of the European Community, in this  case there would be no customs controls Italians needed. Example: The customer is resident in a country outside the European Union, has a relative,    friend, who resides in the European Community and that will take care of the shipment to the country outside the European Community . in this case  the customer has to pay VAT because there were no Italian customs controls 

  - Why in the shop we show the same prices both for Europe and for outside Europe ? 
    This only affects spare parts or accessories. To deduct VAT for shipments outside the European community is quite complicated, we must follow       certain rules. To deduct VAT we must necessarily make the shipment with a service called EMS, this service is very expensive, the cost varies    according to the weight of the product. We make following examples of shipping costs via EMS for ZONE 1
    cost for weight up to 1 kg € 42.18
    cost for weight 1 to 3 Kgs € 45.68
    cost for weight from 3 to 5 Kgs € 57.68
    cost for weight from 5 to 10 Kgs € 65.38
    etc. (on this link the EMS costs for other zones http://www.poste.it/risorse/postali/pdf/EMS_listino.pdf)

    for the shipment via registered mail ZONE 2
    cost for weight up to 500 gr. € 15.55
    cost for weight up to 1 kg € 22.45
    cost for weight from 1 to 2 kgs € 29.95
    (on this link the registered mail costs for other zones http://www.poste.it/postali/estero/raccomandata.shtml click on "tariffe)

   Now if we make the assumption for a purchase of € 100,00 VAT included and weight up to 1 kg and with shipping via registered mail we will    pay : 
   € 100,00 + 22,45 = Total € 122,45
   If on the other hand we buy the same products without VAT the cost would be € 81.97 (VAT in Italy is 22%) if we were to make the shipment     with  EMS the cost would be 
   € 81.97 + 42,18 = Total € 124.15

   In the end the customer would pay approximately the same amount. The convenience of sending via EMS and no VAT is to buy over € 150,00 . 

   Normally, only after seeing the customer's order we decide whether to make the shipment via EMS or registered mail, to apply or deduct VAT and      eventually reimburse the customer for what he paid more. We did these operations for a long time and had always satisfied our customers

 Products selection, grouping of products

  We tried to simplify as much as possible the search of products by grouping them in macro categories
  - Coffee machines
  - Coffee grinders
  - Spare parts
  - Barista tools
  - Oscar modifications Kit 
  - Small appliance
  Every macro category has a subcategory for brand, functionality, spare parts for brand. Further, in the box "SEARCH" you can make a search by    producer code or by key word.

  - I can not find producs 110 volt, why?
  According to contracts stipulated with producers we are not allowed to sell products functioning at 110 volt.

  - Products availability
  - Can I be sure if product selected is available?
  YES, warehouse is in real time and except some rare cases of wrong calculation, the product is immediately available for purchase.

  - Where can I find the technical information of product?
  Generally all products have a technical card, below the general description of produc there is a card "photos and documentation", make  a click with mouse and relative cards, photos or videos will be opened.

Payments

  - Payment by Paypal or credit card is sure?
  YES, by choosing one of these two methods of payment you will be addressed to the relative web Paypal or to Banca Sella. Systems of  encryption used are very sure.
  NOTE : In order to make it even safer to pay by credit card, the credit card operators have adopted the inclusion of 3D SecureCode
  In  the absence of 3D SecureCode payment WILL NOT BE AUTHORIZED


  - Payment by bank transfer is sure?
  YES,if you pay on line your bank will be make sure that data are encrypted.

Tracking of an order

  - How can I be sure that my order has been processed?
  If payment has been effected with paypal or by credit card the system will advise you automatically by e-mail that order has been  accepted.If payment has been made by bank transfer we will advise you by e-mail that payment has been received, normally a bank  transfer SEPA is confirmed by our bank in 24-36 hours.

  - Can I follow the preparation of my order?
  YES, you will be advised by mail from the preparation till the shipment and we will give you the tracking number too.

  - Which are the delivery times of product?
  For products which do not need modifications or particular installations shipment will be done within 24 hours from monday till friday.    The transporters have delivery times changing according to the destination country.

  - What can I do if parcel arrives damaged?
  Read carefully this link http://elektros.it/it/en/shipment.html

  - Products are late to arrive, what can I do?
  Tracking number and the transporter link we will give you when shipping, will help you to understand what happened. Except Poste  Italiane, tracking is very reliable. For any problem send us a mail, we will provide to urge the transporter.

  Warranty and right of recess
  Read carefully this link http://elektros.it/it/en/right_of_withdrawal.html