Customer Service Policy

At Sanpellegrino Mall, your satisfaction is our top priority. As your trusted online destination for authentic Italian Sparkling Water & Beverages, we are committed to providing exceptional customer service that reflects the elegance, warmth, and quality of the Italian products we offer. This Customer Service Policy outlines our commitments to you, the steps we take to address your needs, and the support you can expect when shopping with us.

1. Our Commitment to You

We strive to ensure every interaction with Sanpellegrino Mall is positive, transparent, and efficient. Whether you have questions about our products, need assistance with an order, or require support with returns or exchanges, our dedicated customer service team is here to help—with the same hospitality you’d find in a traditional Italian establishment.

2. Contacting Customer Service

We offer convenient ways to reach our support team, ensuring you can get the help you need when you need it:
  • Email Support: For all inquiries, feedback, or assistance, please contact us at [email protected]. Our team aims to respond to all emails within 24-48 business hours (excluding weekends and Italian public holidays).
  • Inquiry Handling: We will acknowledge your inquiry promptly and provide clear, detailed responses to address your questions—whether they relate to product details, order status, shipping, returns, or any other concerns.

3. Order Assistance

We understand that a smooth ordering experience is key to your satisfaction. Our team is here to assist you at every stage of the ordering process:
  • Order Placement: If you encounter issues while placing an order (e.g., payment errors, product selection, or account problems), contact us immediately, and we will help resolve the issue and ensure your order is processed correctly.
  • Order Status: You can track your order through your account on our website, but if you need additional updates or have questions about delivery timelines, our team will provide real-time information about your shipment.
  • Order Modifications/Cancellations: If you need to modify or cancel an order, please contact us as soon as possible. We will do our best to accommodate your request, provided the order has not yet been shipped. Once an order is in transit, modifications or cancellations may not be possible, but we will guide you through the next steps.

4. Shipping & Delivery Support

We work with trusted shipping partners to ensure your Italian sparkling waters and beverages arrive fresh, intact, and on time. Our customer service team can assist with:
  • Tracking your shipment and providing updates on delivery status.
  • Addressing issues such as delayed deliveries, lost packages, or damaged items (see Section 5 for damaged/defective products).
  • Answering questions about shipping costs, delivery zones, and estimated delivery times.
Note: We take extra care to package our products (especially glass bottles) to prevent damage during transit, but if issues arise, we are here to resolve them promptly.

5. Returns & Exchanges

We want you to be completely satisfied with your purchase. If you are unhappy with your order for any reason, we offer a straightforward return and exchange policy:
  • Eligibility: Returns are accepted within 14 days of delivery, provided the products are unopened, in their original packaging, and in resalable condition. Exchanges are available for unopened products if you wish to swap for a different item (e.g., a different flavor or size).
  • Damaged/Defective Products: If your order arrives damaged, leaking, or defective, please contact us within 48 hours of delivery, providing photos of the damage and your order details. We will arrange for a full refund, replacement, or exchange at no additional cost to you.
  • Return Process: To initiate a return or exchange, contact our customer service team at [email protected]. We will provide you with a return authorization (RA) number and instructions for returning the product. Once we receive and inspect the returned items, we will process your refund or exchange within 5-7 business days.
  • Refund Details: Refunds will be issued to the original payment method used for the order. Please allow 3-5 business days for the refund to reflect in your account, depending on your financial institution.

6. Product Information & Accuracy

We strive to provide accurate, detailed information about all products on our website, including ingredients, sourcing, packaging, and nutritional details. If you notice any errors or have questions about a product, please contact us, and we will correct the information promptly and provide you with the details you need to make an informed purchase.

7. Privacy & Data Protection

We respect your privacy and are committed to protecting your personal information. Any data you share with us (e.g., contact details, payment information, order history) is handled in accordance with our Privacy Policy, and we will never share your information with third parties without your consent.

8. Feedback & Improvement

Your feedback is invaluable to us. We welcome your comments, suggestions, and concerns, as they help us improve our products and services. Whether you have a positive experience to share or a concern to address, please reach out to us at [email protected]—we listen to every message and use your input to enhance your shopping experience.

9. Final Notes

Sanpellegrino Mall reserves the right to update or modify this Customer Service Policy from time to time. Any changes will be posted on our website, and your continued use of our services constitutes acceptance of the updated policy.
Thank you for choosing Sanpellegrino Mall. We are honored to serve you and bring the taste of authentic Italian sparkling waters and beverages to your home. If you need any assistance, please don’t hesitate to contact us—we’re here to help.
Contact Us: [email protected]