FAQ
General Information:
What is Gourmetto? :
Gourmetto is a company whose goal is to make home deliveries of Italian gastronomic products. Gourmetto’s target is to create a bridge between the producer and the consumer so that people in Luxembourg can enjoy food products that are realized by small-scale producers and that do not pass through large food distribution networks and retailers. This translates into a choice of very traditional and high quality products just waiting to be delivered at your door and be experienced by you.
The benefits of such a service are wide-ranging:
- From the consumer point of view, Gourmetto allows you to taste artisanal gastronomic products. They are flavourful, healthy and also ethically and environmentally sustainable since they have been realized in the utmost respect of the Italian gastronomic culture and tradition.
- From the producer point of view, Gourmetto exclusively works with Italian agribusinesses, usually family-owned or cooperatively managed. Promoting these little businesses is essential to help preserve the cultural, social and economic heritage of the Italian countryside. Especially in these times of heavy urban migration, where young Italians do not have many incentives to remain in the country and learn traditional agricultural jobs.
How does Gourmetto work?
Gourmetto manages all its orders and deliveries via this e-commerce platform: www.gourmetto.lu. We have one truck per month, which brings our freshly made products from all over Italy. The delivery dates are always from Monday to Saturday, from the morning to the evening, depending on product availability, however customer are always welcome to contact us to arrange special deliveries. Most of our products are available for delivery all the time, however some need to be enjoyed very fresh, like mozzarella, those products are available only during the monthly “Mozzaweek”.
Products:
Is the freshness of the products guaranteed?
Yes it is. We rigorously respect the cold chain. All our deliveries are carried out in insulated boxes or refrigerated van.
Do you have organic products? Are they certified?
Of course! Some of our products are certified organic, and they are all made by certified producers. You can see their certification codes on the products’ detail pages. We are also certified as traders of organic products by the certification company Certisys (LU-BIO-06).
How can I check ingredients, allergens and storage information?
Some of our producers are so small they cannot provide labels in languages other than Italian. If the original does not have a translation in French or German, we will add it. Additionally, all our products have all the required information, including allergens and storage instructions, on their details page in our web store. In any case, if you have any question, please do not hesitate to contact us.
What kind of suppliers do you work with? Are they small-scale producers?
We work almost exclusively with small-scale producers. Even the few larger producers we work with have to share our vision and values on food quality, gastronomic tradition and land sustainability.
Why is a specific item I ordered last time not available anymore?
Gourmetto is constantly looking to improve its service and the quality of its products. If we discover a new product, better than what we are currently having, we will not hesitate to make the switch, so that we can continue to provide to our customers only the best of Italian food.
Some other products are heavily seasonal and are not always available.
It is also possible that an item simply went temporarily out of stock, or that our supplier stopped producing it, and thus we had to take it out of our catalogue.
Could you add to your catalogue a specific product that I really enjoy ?
We gladly accept any kind of suggestion from our customers and if you think that there is any product that is missing from our offer, just inform us about it. We will do our best to find a suitable supplier to work with.
Why is the weight of the item that I ordered different from the indicated weight on the website?
Several of our products, including deli meats and cheese, are handmade or portioned directly by the producers. We receive many pieces with sizes and weights that can differ from one another. On our website, we will always indicate if a product has an approximate weight and show a lower than average value. We then try to deliver only the pieces bigger than that so that you always get what you paid for, if not more.
It can nevertheless happen that sometimes some pieces go slightly below the indicated weight. If that happens, do not hesitate to get back to us, and we will do our best to make up for our mistake by compensating you as you see fit.
For what items can I exercise my right of withdrawal?
The right of withdrawal applies only to non-fresh products that are non-perishable in the short term. It is not possible to return items that have a short life (such as mozzarella and other fresh cheeses) or that have been opened after the delivery.
Nevertheless, most of our products are artisanal, and can sometimes have a defect. If you are not satisfied with a product you ordered and would like to return it or simply ask for a refund, you can file a complaint at the email address: order@gourmetto.lu. We invite you to share with us as much information as possible explaining the reason for your complaint. You can also add pictures to show us the nature of the problem. We take every complaint very seriously in order to always improve our services. We will get back to you as soon as possible to make up for the inconvenience and compensate you in the way that you see fit.
Orders:
What are the deadlines to place an order?
The online shop is open 24h/7, and we offer next working-day delivery services, but you can choose a later date if you wish, and you have a few time slots to choose from. For Mozzarella, you can start placing your order as soon as you receive your mozzaweek opening mail and decide a delivery date from the day of arrival marked in the mail.
Is there a minimum order?
No. There is no minimum order required. You can also order one single piece if you want. However, for small orders, you may have to pay delivery cost.
I just placed an order, how do I know it is confirmed?
Once you have completed the ordering process on the website, you will receive an automated confirmation email that will inform you of all the details of your order, including the ordered items, total cost, delivery address and expected delivery date and time. In case you do not see the email, check in the Spam box of your mailbox or into the “Promotions” section if you use Gmail. Feel free to contact us on our email address: order@gourmetto.lu or phone number +352 661 220 052 if you have any doubt.
Can I modify my order once I have completed it?
If you want to make a modification, please let us know as soon as possible, the closer to the delivery, the harder it will be to make the change. You can contact us on our email address: order@gourmetto.lu or on our phone number +352 661 220 052 and inform us about the changes you would like to make. We will be sure to do our best within our abilities to make the desired changes and correct the invoice in case of insertion or removal of items from your order.
Payments:
How and when should I pay for my order?
At the moment, we offer the following payment methods:
- – By credit card, Payconiq or Satispay at the checkout on the website
- – By cash, credit card, Payconiq or Satispay during the delivery
- – By direct bank transfer.
- Unfortunately, at the moment we cannot accept payment with lunch vouchers, paypal or other payment platforms.
Is it safe to pay with the credit card on Gourmetto's online store?
Of course. Using the credit card to buy on Gourmetto’s online store is safe and easy. To guarantee the safety of the transaction, these take place directly on your bank’s servers, via the platform “Stripe”, who offers 3d secure payments if you have the service active on your credit card.
Our website does not memorize the credit card’s details. Nevertheless, if you specifically select the option, there is the possibility to remember the card details in order for you to not have to insert them again on your second purchase. These details are safely stored in the servers of our online payment service provider. This service provider uses the SSL protocol cryptography in all data transmitted from your server to the browser.
Deliveries:
When will my order be delivered?
In the final steps of the order, you have the possibility to insert your preferred date and time of delivery. The delivery dates are from Monday to Saturday, every day of the month. Each client is free to choose the time slot that suits him best for the delivery, and we will make sure to have it delivered at the indicated date and time.
Where will my order be delivered?
Your order can be delivered wherever you wish to receive it, as long as it is on the territory of the Grand Duchy of Luxembourg. It can be at your house or at your workplace. All you need to do is insert the details of the delivery during the ordering process, and we will make sure to have it delivered to the indicated address.
Be careful: some of our products must be kept in a refrigerator. Keep that in mind if you want them to be delivered at your workplace.
Can I get my order delivered outside of Luxembourg?
Unfortunately not. For several reasons, Gourmetto can only operate within the territory of the Grand Duchy of Luxembourg. However, if you live abroad but work in Luxembourg, you can always get your order delivered at your workplace!
Are there any delivery charges?
Delivery charges are calculated based on your distance from the city of Luxembourg and the amount you ordered. The delivery is free of charge for orders above the amount threshold for your location.
What happens if nobody is there during the agreed delivery time?
If you know in advance nobody will be there, we invite you to notify us of this as soon as possible on our phone number +352 661 220 052. We do our best to find a solution that can be convenient for both. If we find nobody at the address, we will try to contact you at the phone number you provided.
If you give us permission, we can leave your package at your door, mailbox, or in your garden. We will need a place to leave the delivery safe from climate hazards and indiscreet eyes. In case this option is not suitable, we will reschedule the delivery to another date and time based on your availabilities. Unfortunately, for a second delivery attempt, we will have to charge a fee based on your location.
