F.A.Q.

A/ PLACING AN ORDER

1: How will I know my order has been successful?

Once your order has successfully been processed, a confirmation page will pop up with your order reference. We'll send you a confirmation email too (just to be sure).

La Bottega has the right to accept or reject the proposal, or to partly accept it relative to the quantity indicated, notifying you of this within 2 working days of the date of sending the order, even by e-mail to be sent to the address indicated by the Buyer at the time of registering.

2: What happens if my payment is declined?

If your payment is unsuccessful for any reason, you'll see a declined message displayed on the final checkout page. We suggest that you return to the checkout page to make sure all the details you entered are correct before trying to re-submit your order. You'll be able to update your payment options with a different method if necessary.
If the declined message continues to crop up, send an e mail to our Customer Service team at eushopabottega.com

3: Can I modify my order once I've received confirmation?

If your product hasn't been dispatched already, it may be possible for us to modify your order before the goods have left our warehouse. Get in touch with our Customer Service team send an e mail to eushopabottega.com.
For any further information, please, read our terms and conditions.

4: How do you store my personal details?

If you visit our web page our server automatically recognises your domain name but your email address remains private. We only collect the domain name of visitors to our web page and associated information on what pages customers access or visit. If you email us, we'll take a note of your email address as well as information volunteered by you through surveys and/or if you register on our site, such as your name, address and phone number. We collect this information to make our web page even better, keep you in the know about our web updates and get in touch with you to hear your thoughts. To read more about this, have a look at our privacy and cookie policy.

5: Can I speak to your Customer Service?

Of course. Simply send an e mail to our team at eushop@La Bottegaottega.com. We will be operative from Monday to Thursday 09:00 – 17 :00 (Italian time) and Friday 09:00 – 12:00 (Italian time).

Orders will be processed by La Bottega exclusively on weekdays, from Monday to Friday, excluding weekends and official holidays and/or company non-working days. 

6: Do the products are always avaiLa Bottegale?
The products offered on the Website can be limited in number. The avaiLa Bottegaility of products is generally indicated on the Website and updated as often as possible. The Parties consider that frequency sufficient to guarantee reliable information, however, the Parties acknowledge that it is possible for a product to be shown as avaiLa Bottegale on the Website even when it is not actually avaiLa Bottegale. In this case you will receive an e-mail from our Customer Service informing it that the product is unavaiLa Bottegale and therefore the contract will not be completely or partly concluded.

7. How I can pay for my order?
The prices published on the Website are expressed in Euros. Unless otherwise agreed, the prices do not include: any tax, duty, tariff, expenditure and/or charge in any way applicable, whether directly and/or indirectly, on the sale, supply, shipment, delivery and use of the products including, but not limited to, VAT (or other similar taxes) and customs duties for imports/exports.
Payment for the products purchased may be made exclusively using the following payment methods, described in more detail on the Website:

  1.        Credit cards of payment circuits (Visa, Visa Electron, Mastercard, Maestro, V Pay);
  2.        PayPal.

Payment will not be taken from the Buyer's credit card at the time of ordering. Payment will only be taken after (ì) verification of the credit card details and (ii) authorisation of the payment by the credit card issuer.

 

B/ DELIVERY

1: How will I know my goods have been dispatched?

As soon as we've dispatched your order, you'll receive an email from us confirming the details of your purchase and the delivery method you've chosen. We'll point you in the right direction of tracking the progress of your delivery too.

 

2: How can I track my order?

We'll email tracking details of your order to you along with your dispatch confirmation.

 

3: What happens if my order arrives damaged?

You must indicate on the Transport Document and report to our Customer Service obvious defects and/or faults and/or non-conformities detected in the products within eight days of the delivery.

Any further, hidden defects, which may be encountered at the time of use of the products, must be reported by you to our Customer Service strictly no later than eight days after their discovery, and in any case not later than 12 months after delivery of the products by the Seller.

Complaints must be made to our Customer Service in writing, by means of a message sent via PEC public certified e-mail to the account of the Seller's factory, or sent by registered letter with advice of delivery to the Seller's factory.

In the absence of complaints made in the forms and by the deadlines indicated above, the products will be considered to have been unconditionally accepted.

 

4: Can you ship all your products to all countries?

From this website, we ship products exclusively in the following territories: European Union, United Kingdom, Switzerland, Norway, Russia, Turkey, Armenia; Azerbaijan; Belarus; Georgia; Kazakhstan; Kyrgyzstan; Moldavia; Tajikistan; Turkmenistan; Ukraine; Uzbekistan (subject to written agreements indicating otherwise), only after having received confirmation of successful payment of the total amount due.

For any inquiry from other territories or other destination, please, you can send an e-mail to:

  1. usashop@La Bottegaottega.com for USA market
  2. chinashop@La Bottegaottega.com for China market
  3. asiashop@La Bottegaottega.com for Asia market (excluded China)
  4. eushop@La Bottegaottega.com for any others Countries

 

5. Which delivery time-frame I can except of my order ?
La Bottega makes every reasonable effort to deliver products within the timescales indicated, however, they must be considered purely guidelines and not binding. Therefore, it shall be understood that La Bottega will not in any way be liable for delay in delivery. Orders will be processed by us exclusively on weekdays, from Monday to Friday, excluding weekends and official holidays and/or company non-working days. In any case, the maximum deadline for execution of each order accepted and/or confirmed is set as approximately 15 (fifteen) days from the time the order confirmation is sent, excluding the time taken for transportation to the destination.  At the time of completing the order, you will have the right to select the delivery method, directly collecting the products from our factory under its own responsibility and at its own expense, or assigning La Bottega on its behalf the task of shipping the products using a carrier identified by the latter and with the costs to be paid by the you.

 

C/ ON LINE ACCOUNT

 

 1: I've forgotten my username/ password.

Don't fret, this can be fixed in no time. Your username will be your email address. If you forgot your password, click the 'Forgotten your password?' link. A new page will pop up, asking you to enter your email address. Once you've done this, click 'Submit' and voila! a new password will be emailed to the address that matches your account username.

 

2: Can I change my password?

You can change your password at any time from within 'My Profile' when you're logged into your account. Simply select 'Change my Password' and follow the onscreen steps.

 

3: What are the benefits of having an online account?

In order to make purchases through the Website, registration on the Website is necessary, creating an account and approving the Terms and Conditions. Failure to accept the Terms and Conditions makes registering on the Website and, therefore, purchasing La Bottega products impossible. Registering on the Website is free of charge.

 

4: How do I unsubscribe my Account ?

The Buyer will be able to delete their Website registration at any time by sending an e-mail to the address eushop@La Bottegaottega.com.

 

5: May I place an order as end-user?
Sorry, you cannot do it. This web-site is only reserved to b2b company from hospitality industry (as hotel, cruise, airline, country house,..). This website does not sell to consumers (natural persons), as defined by Legislative Decree 206/2005. For any further information, please, read our General Terms and Condition. 

 

6: May I have multiple on-line account?
No, sorry. Each user can only register once. Multiple registrations will be deleted by La Bottega.

 

D/ PRODUCT

1: Once opened, how long are your products safe to use?

You can find this out on both the product container and outer carton (if any). As part of EU cosmetic directives (a.k.a. the rules the beauty industry has to follow in Europe), the Period After Opening (PAO) appears as a little picture of an open jar with a number displayed in the middle. The number tells you how long an opened product can be kept (for instance, 12M indicates 12 months).

 

2: I think my product might have gone off. What should I do?

The testing carried out during the development of our products makes sure that they're all safe and perform at their very best until their expiry date indicated on the package or, if not shown, understood to be a period of 30 months since we blended them at our factory.

If you do spot any changes in the appearance or performance of any of our products, our Quality Review team is on hand to investigate and retest the products to ensure their quality hasn't been affected.

 

3. Which information you need about defects or complains I find ?

At the same time as reporting defects, faults and/or non-conformities, you must provide any information, photographs and documents useful for the above-mentioned assessment, even using the Transport Document number to identify the consignment involved, and making the products avaiLa Bottegale to us and/or to third parties appointed by us for the appropriate checks. In any case, the return of products, of any kind, must be approved in advance by La Bottega.

Please contact our customer service at eushop@La Bottegaottega.com providing to us:

  1. Product SKU, description, photos, Transport Document,
  2. Batch number (you can recover it on the La Bottegael affixed on the outer carton box or on the single products)
  3. A description of your problem

Our customer service will contact you back providing instruction on how to proceed.

 

4. How I should inform you about defects or complains?
You must indicate on the Transport Document and report to us obvious defects and/or faults and/or non-conformities detected in the products within eight days of the delivery. Any further, hidden defects, which may be encountered at the time of use of the products, must be reported by you to La Bottega strictly no later than eight days after their discovery, and in any case not later than 12 months after delivery of the products by the Seller. Complaints must be made to La Bottega in writing, by means of a message sent via (PEC)  public certified e-mail. In the absence of complaints made in the forms and by the deadlines indicated above, the products will be considered to have been unconditionally accepted. 

 

5: Do you test your products on animals?
An independent testing company runs all our skin, eye and SPF tests on human volunteers - we never test our products on animals.

We always try to use as many naturally derived ingredients as possible, which we source from around the world.

 

6: Are your products parabens free?

We only include ingredients that are safe and legally allowed in cosmetics products worldwide.
Although there has been considerable media interest regarding the use of parabens, there has been no proof whatsoever that these preservatives have negative effects.

 

7: Are your products sodium laureth sulfate free?

Our products may be SLES free. Sodium laureth sulfate (SLES) is part of a family of ingredients known as surfactants. They've been widely used for many years as a cleansing agent in personal care products such as body wash, shampoo and toothpaste. We know from scientific studies that SLES is safe for use in cosmetics and toiletries and is widely used in the EU, USA and Japan.