VitaminCenter.it FAQ
Question:
Is it necessary to register with the website before I can place an order?
Answer:
Yes, browsing and looking at the products we have in our website is open to anyone, but If you want to place an order with us you must insert your login and password, which you have indicated in your free registration, so the system can recognise you. You will also be able to benefit from special offers and the level of discount you are entitled to. To log in click on the relevant box in our home page (top right) and insert your data.
Question:
How do I register with the website?
Answer:
Register your data by clicking on the button “REGISTER”, that you find at the top right of the homepage. Insert ALL required data (fields marked with * must be filled in) including your e-mail address which we may use to contact you for important communications and will not divulge to any third party. Your “Nickname” corresponds to your e-mail address and our system will insert it automatically for you. Your password will have to be inserted twice, in order to avoid typing errors (note it down on paper, not to forget it!). At this stage you will have to choose a “Nickname for the Forum” which will appear next to your messages posted on our Forum. At the end of the procedure click on “I accept” at the end of the “Treatment of personal data”, insert the Security Code in the appropriate box and finally click on “Confirm Registration”.
If all your data have been inserted correctly, you will see the message “You have been registered successfully!”, otherwise an error message will ask you to change the data that have not been accepted.
Once you have successfully registered with our website, you will not be asked to repeat this step.
Please note: registration is free of charge and does not bind you in any way. We do not send a link to click on after registration, so you will be able to place an order immediately after your registration procedure is completed.
Question:
What do I do if I forget my username and/or password?
Answer:
Click on “LOGIN” at the top right on your screen, then on “Forgot your password?”, follow the instructions and the data you require will be e-mailed to you. Please check that our email is not ‘censored’ by your antispam system.
Question:
How do I place an order?
Answer:
To place an order is very easy: start by clicking either on “Brands” or “Categories”, find a brand or a category of your choice and view the relevant products. Click on “see details” in the box of a specific product and, if you wish to buy it, click on “Add to Cart”. At this point you can either continue browsing and add more products to the cart, or close the order. You can modify your shopping list as you like before finalizing the order and sending it to us. Once the order has been sent to us you can not modify it in any way, your only option is to contact us and cancel it.
Question:
How much will it cost to have my order delivered?
Answer:
On Italian territory delivery is free for a minimum order of €40. For orders below €40 delivery is charged at a flat rate of €6. Deliveries to all other European countries are free for a minimum order of €100, below that amount deliveries are charged at a flat rate of €12. Delivery costs are always shown on the screen when customers are placing their orders. At the moment the option to pay ‘Cash on Delivery’ is not possible outside the Italian territory.
Question:
Is it possible to add a product to the order I have sent you / change a flavour of a product?
Answer:
It is not possible to modify an order in any way once you have sent it. Our system does not allow us to change your instructions. You need to cancel the order and place a new one with the desired modifications.
Question:
Do you offer additional discounts on volume orders?
Answer:
We apply additional discounts on some brands only and on products that are not included in special offers. The level of discount, where applicable, depends on the amount of your order and will be shown when your order is complete.
Question:
What is the "Wish List"?
Answer:
The Wish List allows you to set up an individual and customised catalogue where you can insert all the products you think are interesting and would like to keep in mind for future orders. Provided you are registered, the links “Wish List” and “+ Wish List” are shown respectively at the top right on every page and at the bottom of the extended description of each product. You will be able to see an updated situation of your list at the top right of your screen: for example “WISHLIST (3)” means that you have 3 products listed. You can remove unwanted products from your Wish List at any time.
Be careful, the Wish List and the Shopping Cart are two separate and completely different things!
Question:
When will my order be despatched?
Answer:
Generally speaking, orders placed before 12:30 pm GMT Standard Time will be despatched the same day. Once you receive the shipping e-mail from us, your order has already left our facility and is on its way to you. In circumstances when products are out of stock we will contact you via e-mail or telephone. You will have the option to wait for the products to be available again, replace them with similar products or cancel your order and ask for a full refund. The parcel is picked up by the courier in the afternoon, so our website will be updated with the info only at the end of the day (late evening). Orders placed on Saturdays and Sundays will be processed on the following Monday and the tracking code will appear on our website only late on Monday evening/following morning.
Question:
Which couriers do you use to deliver orders? Is a tracking number available?
Answer:
For deliveries outside Italy we use UPS. Once your order has been despatched, you will receive an e-mail from us (at the e-mail address you provided on the order) with your tracking number, which you can use to follow the journey of your parcel step by step. If you have any doubts or experience some problems please contact us using the appropriate “ticket” in your “Order List”.
Question:
I will not be at home in the next few days. Where can I pick up my parcel?
Answer:
If you are not sure to be at home when the courier arrives (usual time frame: 9.00-18.00), we advise you to choose the option “hold at depot” on your order. When the parcel arrives, please contact the depot to make arrangements to collect it.
Question:
I received my order but not everything is there! (It rarely happens)
Answer:
If in checking the content of your pack you notice that something you had ordered is missing and you have not received any communication from us in respect of items momentarily out of stock, please contact us immediately using the appropriate “ticket” that opens up by clicking on your order number in the “Order List”, or the appropriate e-mail address in
Contacts.
Question:
What is your return policy?
Answer:
We will accept returns on orders if they are made within 48 hours after delivery has taken place. Items must not be opened or tampered with in any way. All promotional items received with your order must be returned along with the products. Delivery costs to return the items to us are your sole responsibility. Articles of clothing must be clean and unworn (you can try them on once just to check if they fit you). If you require any further information please contact us using the appropriate e-mail address in “Contacts”.
Please note: we print our shipping labels from the information we receive from the customer, so if you give us an incorrect or incomplete address (incorrect zip code, missing apartment/suite/office number/name, etc.) and your package is returned to us, you will be charged for the return delivery costs plus normal shipping charges to have the package(s) delivered to you again.
Question:
I have received my package but it is damaged!
Answer:
In unfortunate and rare cases when this may happen, please do as follows: when your package arrives and it is clearly damaged or you suspect it may be damaged, it is very important that on the delivery note handed to you by the courier you write ‘damaged’ or ‘with reservation’ next to your signature. Then, please contact us using the appropriate “ticket” that opens up by clicking on your order number in the “Order List”, or the appropriate email address in “
Contacts” and give us your name, order number and the name of the product that was damaged. This procedure will enable us to send you a replacement as soon as possible.
Question:
Where can I find your contact numbers if I need to speak to you or send you an e-mail?
Answer:
On our homepage you can click on “Contacts” (top right) and find all the info you need to contact us.
For info or requests concerning orders already sent, please use the “ticket” that opens up by clicking on your order number in the “Order List”.
Question:
Is it safe to give my credit card information?
Answer:
We recognize the importance of protecting your privacy and your credit card details. This website does not collect your credit card information because payment is made directly with the bank operator through a secure bank gateway.
Question:
I want to pay by bank transfer, where can I find all the data I need?
Answer:
The info to pay by bank transfer are written in the e-mail we send you upon receipt of your order. If you do not receive this e-mail within 5 minutes after you have sent us your order, please do the following:
1. First of all check that the antispam system of your server has not directed our e-mail in the “unwanted mail” section
2. Contact us using the appropriate e-mail address in “Contacts”.
Question:
How long do your products last before they expire?
Answer:
Mostly our food supplements last 1 or 2 years. There are also products that last for a few months (short expiry period), like bars, for example. The expiry period is considered short if it lasts between 60 and 90 days. In these cases the product is inserted in our “Last Minute” section and is offered at a special, discounted price.
Latest News: all expiry dates are shown in our website! We have worked very hard and now are finally able to offer you this opportunity to check the expiry date of any product in its extended description.
Question:
I am intolerant or allergic to soy, eggs, nuts, milk, etc. How can I be sure to avoid products containing those ingredients?
Answer:
Unfortunately we are not able to guarantee that a product containing soy or eggs is lactose free, or that it is gluten free, if the appropriate symbol is not shown on the package. If you suffer from intolerances or allergies of any kind, please be very careful, as all your purchases are made at your own risk: descriptions and labels shown in our website can contain unintentional errors and omissions.
Please note: the legislation concerning GMO differs between the USA and the European countries. So, if you object to GMO, we advise you to choose products manufactured exclusively in Europe which clearly say on their label: NO GMO (or NO OGM).
Question:
Discount Codes, Coupons or Points: what are they and where can I find them?
Answer:
Discount codes, also called coupons, are specific codes which allow you to receive a discount on your order. These codes are published in sector magazines for promotional purposes or in conjunction with specific initiatives. You can find them also on Facebook, in our Forum, Blog, etc. The Coupons are one opportunity for saving among many others we offer and don’t forget that all the products on our website have the lowest possible prices on the web. A new Vitamin Center initiative is the VITAMINPOINTS, which allows you to collect points depending on the amount of your orders and then transform them into money for further savings.
Question:
Can prices change without any previous notice? Yesterday I saw a price, today it has changed.
Answer:
Yes. Our company has the right to change prices even on a daily basis, according to commercial assessments, offers and expiry dates on the products. It is not possible for us to forecast all these changes in time to inform customers in advance.