FAQ

FAQ (Frequently Asked Questions): Everything you need to know about Fantasy Food

Welcome to the Frequently Asked Questions section of Fantasy Food, your gateway to an unforgettable, exotic taste experience! Here you'll find answers to the most common questions about our unique products, the ordering process, shipping, and much more.Our goal is to make every interaction with us simple, transparent, and enjoyable, like a journey through the flavors of the world.

If you don't find what you're looking for, our Support Team is ready to help. Contact us and we'll be happy to assist you!

PRODUCT QUESTIONS: Is your curiosity fueled by an exotic taste?

1. Are your products original and authentic from their country of origin? Where exactly do they come from?Absolutely! At Fantasy Food, authenticity is our promise. We carefully select our products from reliable suppliers around the world. The specific provenance of each item is clearly indicated on the product description page and on the label. We are strict about traceability: every product has its own story, which we guarantee is authentic. We currently rely on specialized importers for our products from the USA, UK, Japan, China, and Europe, guaranteeing quality and compliance. Our ambitious future goal is to travel personally to build direct relationships with producers, to offer an even more exclusive and sustainable assortment.

2. Where can I find the full list of ingredients and nutritional information? How do I manage allergens?Your safety and information are our top priority. For each product, we provide detailed labeling, strictly in Italian,that includes the full list of ingredients, nutritional values, origin, and clearly stated allergen information. This labeling is present both on the online product page and, for your convenience and safety, directly on the physical packaging. We are actively expanding our offerings to include organic, vegan, and vegetarian products. We invite you to use our search filters to easily find options that suit your specific dietary needs.

3. What is the shelf life of the products you sell? How should I store them? We guarantee that all the products we purchase and receive have a minimum shelf life of 6 months. Considering the time spent in our warehouse and shipping times, the product you receive will always have a suitable shelf life, clearly indicated on the original packaging. To ensure maximum freshness and time to enjoy them, we constantly monitor our inventory. By choice, we operate in the 'zero risk' category: all our products are rigorously sealed and packaged by the best companies on the market , even a single candy, to guarantee optimal hygiene, freshness, and safety. We recommend storing all foods tightly closed after opening and following the storage instructions on the specific product label.

4. How does product availability work? Do you offer seasonal or limited edition products?Product availability is updated in real time on our website. If an item is temporarily out of stock, you can see its unavailability and click the "Notify me when it becomes available again" button to be notified promptly. Our catalog currently includes approximately 110 items, but our marketing strategy is ambitious: we introduce approximately 3-5 new items every day, with the goal of exceeding 1,000 unique products, to constantly surprise you with new discoveries. Limited editions and seasonal productsare one of our strengths and a fundamental part of our offering. We invite you to regularly visit the "What's New" section and subscribe to our newsletter to be the first to discover these exclusive and unobtainable gems! QUESTIONS ABOUT ORDERING: Your journey through taste, step by step.

1. How can I place an order on your site? Do I need to register?Ordering on Fantasy Food is simple and intuitive, a real pleasure:

   1. Browse our catalog and add the desired products to your cart.

   2. Click on the cart icon and then on "Checkout".

   3. Enter your shipping and billing information.

   4. Choose your preferred shipping and payment method.

   5. Review your order summary and confirm your order. Registration is not required; you can also purchase as a "guest" for maximum speed. However, registration allows you to easily track your past orders, save your addresses for faster future purchases, and access exclusive benefits, significantly improving your experience with us.

2. Can I change or cancel an order after placing it? What happens if a product I ordered is not available?Once confirmed, orders are processed extremely quickly to ensure prompt shipment. If you need to change or cancel an order, please contact us immediatelyby email at info@fantasyfood.shop or by phone (see "Contact Us"). We will do our best to accommodate you before the order ships. Please note that if the shipping label has already been generated and the cancellation occurs for an unnecessary reason, the cost of the label will not be refunded, while the product price will be refunded minus transaction fees. Regarding availability, we have a very accurate inventory management system, which also includes the inventory in our physical store. Therefore, it is extremely rarefor a product declared as available to be unavailable. The only possibility is a sudden and total depletion of physical stock, but we assure you of complete transparency: if we indicate X items available, we actually have at least double that amount. In exceptional cases of post-purchase unavailability, we will contact you promptly to offer you an alternative or a full refund for the item.

3. Do I receive an order confirmation and status updates?Yes, your Fantasy Food experience begins with communication! Immediately after your purchase, you'll receive a detailed order confirmation email. Afterward, we'll bombard you with emails with regular updates on the status of your order and shipping, because we believe transparency is essential. We'll also contact you frequently to inquire about your experience with us and the courier, as while we're not responsible for them, they are required to uphold our premium service standards.

PAYMENT QUESTIONS: Security and transparency in every transaction, your peace of mind is our priority.

1. What payment methods do you accept? Can I pay a fee?We've integrated all possible payment methodsto offer maximum flexibility and convenience, including the option to pay a fee. You'll find options such as credit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, Google Pay, Satispay, and bank transfer (if applicable and pre-arranged). Our goal is to make checkout as seamless as possible.

2. Are payments secure? Do prices include VAT, and are there any hidden costs? Absolutely, payments are highly secure!Your peace of mind is our priority. By choice, we only collect payment after the customer receives the order(via Shopify Pay, PayPal, etc.), for complete peace of mind. Our security systems, powered by the Shopify platform, are among the best in the world, with advanced SSL encryption that protects every transaction. All prices on our website include VAT. You won't have any surprises: at checkout, shipping costs are calculated in real time, and we don't add any packaging fees; the courier pays for the entire shipment. We are actively studying solutions to offer free shipping forever in Italy.

3. Will I receive an invoice for my order?Yes, you will receive an order summary by email. Upon your explicit request, we will issue an invoice for your purchase. You can request one when placing your order in the notes section or by contacting our customer service team immediately afterward, providing the necessary billing information.

SHIPPING AND DELIVERY QUESTIONS: Speed ​​and obsessive care for your exotic package.

1. What are the processing and delivery times? How much does shipping cost, and which couriers do we use?Your craving for the exotic can't wait! We process and ship orders incredibly quickly. While we specify 24-48 business hoursfor preparation and shipping from payment confirmation, in reality, your package is often in the hands of the courier within 2 hours of placing your order!Even if the courier's pickup location is outside of business hours, we'll personally drive to deliver your package directly, minimizing delivery times. For deliveries, we specify 2-5 business daysfor Northern Italy, with an extra day for Central and Southern Italy, the islands, and Europe, just to be on the safe side. However, thanks to our dedication, most deliveries in Italy always take place within 48 hoursof the courier's acceptance. Shipping costs are automatically calculated at checkout based on weight and destination, with no packaging surcharges. We rely on leading couriers such as BRT and Poste Italianeto guarantee you excellent service. We're working hard to offer free shipping throughout Italyin the near future.

2. How can I track my order and receive shipping updates?Tracking is essential to us! With both couriers (BRT and Poste Italiane), you have access to a comprehensive tracking service, which we ourselvesmeticulously monitor every 2-3 hours . You'll also receive numerous(but that's a plus!) emails and notifications on the status of your shipment, keeping you updated every step of the way. Customer service is our obsession.

3. What happens if I'm not home for delivery? What should I do if the package arrives damaged?If you're not home for the first delivery attempt, the courier (BRT or Poste Italiane) will follow their standard delivery procedure: they'll attempt a second delivery or leave you a note with instructions for picking up the package at a collection point or rescheduling the delivery. Please always inspect the package carefully upon delivery. If there is visible damage to the packaging or if the items appear to be missing or damaged, we invite you to accept the package "with reservation" (specifying the reason, e.g., "damaged package") or refuse delivery. In either case, please contact us immediately,providing photos of the damage, so we can assist you as best as possible and resolve the issue promptly.

4. Do you ship outside of Italy? Are there any additional costs, such as customs duties?Yes, our passion for exotic flavors knows no bounds! We currently ship throughout the European Union. We are working to expand our sales to key markets such as the United Kingdom, North America, and Canada. Our strategy is to focus on excellence and professionalism in the EU before expanding, so we can offer the same impeccable quality everywhere. International shipping times and costs vary depending on the destination country and are precisely calculated at checkout. Any customs duties, import taxes, or other local taxes, if applicable in the destination country, are the customer's responsibility.

RETURNS AND REFUNDS QUESTIONS: Your satisfaction is our secret ingredient.

1. How can I cancel or exercise my right of withdrawal? What is your return policy for food products?You can exercise your right of withdrawal within 14 days of receiving your order by following the detailed instructions in our Returns and Refunds Policy (available in the drop-down menu on the homepage). Our "zero risk" philosophy and rigorous product sealing allow us to manage returns with complete transparency. However, for hygiene and food safety reasons, food products (especially those with broken tamper-evident seals, opened products, or those with short shelf lives) cannot be returned , except in cases of manufacturing defects or non-compliance with the order. To be eligible for a return, the product must be intact, unused, in its original packaging, and complete with all accessories, documents, and intact tamper-evident seals.

2. How long will it take for me to receive my refund, and who covers the return shipping costs?The refund will be processed within 14 business daysof receiving the returned item at our warehouse and verifying its integrity and compliance with our policies. Return shipping costs are generally paid by the customer, except in specific cases where the product received is defective, damaged (and reported to the courier), or does not conform to the order. In these cases, we will cover the costs.

ACCOUNT QUESTIONS AND ADDITIONAL SERVICES: Your tailor-made Fantasy Food experience.

1. How do I create and manage my Fantasy Food account? Can I change my personal information? What happens if I forget my password?Creating an account on Fantasy Food is easy and opens up a world of benefits! Click "Register" and follow the quick instructions. While you can complete the checkout process without one, having an account greatly enhances the benefits of your registration experience. From your account, you can easily manage and change your personal information, shipping addresses, preferences, and view your order history. If you forget your password, click "Forgot Password" on the login page and follow the instructions to reset it in just a few steps.

2. Do you offer gift cards or gift vouchers? How can I stay up to date on offers and promotions?Yes, we offer digital gift cards, the perfect gift for lovers of exotic flavors! You can purchase them directly on our website and they will be emailed to the recipient, ready to be used for a unique tasting experience. To stay up to date on our best offers, unmissable limited editions, and exclusive promotions, we invite you to subscribe to our newsletter!You'll be the first to receive all the latest news and never miss a chance.

3. How can I contact Fantasy Food customer service for other questions or assistance? Do you have a physical store?Our customer service team is available to answer any questions, concerns, or assistance you may need. You can contact us in several ways:

   • Email:info@fantasyfood.shop (we respond quickly)

   • Telephone:349.57.94.543, with opening hours if any, e.g., Tuesday to Friday, 3:00 PM to 6:00 PM]

   • Instant chat:Available directly on the website for real-time support during business hours. We currently operate exclusively online to ensure the widest variety of products and the convenience of fast delivery directly to your home.