Frequently Asked Questions
1. General
Is it necessary to be registered to make a purchase?
You do not need to be registered to make a purchase in our shop. However, we recommend registering to access exclusive areas and services for our customers.
Expertise: What’s it?
The expertise is the certification that attests to the value and authenticity of Francesco Cillo, EVO Oils through codes predefined by the company. You can request it via the “Expertise” page.
What are the benefits for registered customers?
By registering, you can save your addresses for faster checkout, manage your account details, and review your order history.
What should I do if I forgot my password?
If you’ve forgotten your password, follow the login procedure and the instructions to reset it. If your account is locked, please contact customer care to request activation.
How can I subscribe to the Newsletter?
You can subscribe by using the form at the bottom of the page and entering your email address.
How can I unsubscribe from the Newsletter?
You can unsubscribe by clicking the ‘Unsubscribe’ link at the bottom of the newsletters you’ve received or by sending a request to customer care.
2. Online orders
Pre-sale: What does it mean?
You can purchase Francesco Cillo, EVO Oils in advance, from the production of the following year. It’s an investment opportunity before the product is made available on the market. For more information, please contact customer care.
How long does it take to process my order?
We do our best to ship all orders within 24 hours.
How can I check the status of my order?
Enter your order number and associated email address on the “Status of my order” page to track its progress. Registered users can find all order information within their account.
Can I add products to an existing order?
It is not possible to add products to an existing order. You will need to place a new order.
Is shopping on francescocillo.com secure?
Online transactions are transmitted via a secure server with SSL (Secure Socket Layer) encryption technology.
3. Payments
What payment methods are accepted?
The payment methods accepted for purchases on our online shop are major credit and debit cards (Visa, Mastercard, Maestro, American Express, Diners Club, Discover, JCB, and Cartasi), PayPal, Klarna, digital wallets (Apple Pay, Google Pay…), local payments (Sofort, Giropay) and bank transfer.
Why is my credit card or other payment method being declined during checkout?
If you receive a notification that your payment method has been declined, please check that your card details have been entered correctly. If all information is correct, please contact your bank or payment service provider.
How can I delete or modify my saved credit card details?
To delete or modify your saved credit card details, log into your account and go to the “Payment Methods” section.
In which currencies can I make a payment?
Payment will be made in the currency shown during the checkout process on our online shop.
4. Shipping
What are the shipping costs?
Shipping is free of charge within Europe for orders over € 199,00. For smaller orders the fee is 14,99 €.
For more details, we recommend visiting the “Shipping” page.
When will I receive my order?
Deliveries will be made within 24/72 working hours after the shipping date, unless there are unforeseen issues caused by the courier.
For more details, we recommend visiting the “Shipping” page.
How can I track the shipment of my order?
Enter the “tracking number” you received in the shipping confirmation email in the dedicated area on our logistics partners’ websites: “DHL (Global Logistics)” or “GLS (International Shipments)”.
Is my shipment insured?
All products shipped are insured against theft and damage during transit from our warehouse to the delivery address. If the package is damaged upon delivery, it is recommended to accept the shipment “with reservation” before signing.
Is a signature required upon delivery?
A signature from the customer or an adult is required upon delivery for all purchases.
What should I do if the package is damaged upon receipt?
If your package is damaged at the time of delivery, we recommend accepting the shipment and noting the damage on the receipt. Please then contact our customer care team.
Which countries does Francesco Cillo, EVO Oils ship to?
North America
Canada and the United States.
AsiaJapan, Hong Kong and Singapore.
Europe Italy, Andorra, Austria, Belgium, Bulgaria, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Ireland, Latvia, Lithuania, Luxembourg, Norway, Holland, Poland, Portugal, United Kingdom, Czech Republic, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and Hungary.
Oceania Australia and New Zealand.
N.B.
Please note that we do not accept orders with addresses at PO boxes or with a request for Hold Mail.
