Shipping policy

SHIPPING POLICY

Last updated: September 15, 2026

This Shipping Policy explains how orders placed through Biscotto Stone are processed, shipped and delivered.

For any questions regarding shipping or delivery, please contact us at info@biscottostone.com.

1. Shipping Destinations

Biscotto Stone ships to selected countries within the European Union and to selected international destinations outside the European Union, as made available at checkout.

We currently do not offer delivery to Italy.

The availability of shipping to a particular destination may change from time to time.

2. Order Processing Times

Biscotto Stone refractory stones are handmade artisanal products.

For this reason, preparation and processing times may vary depending on:

  • the product ordered;

  • current availability;

  • production requirements;

  • order volume; and

  • the period of the year.

Processing times may range from a few business days to several weeks.

The estimated processing or dispatch timeframe applicable to each product is displayed on the relevant product page before the order is placed.

Customers should carefully review the processing timeframe shown on the product page before completing their purchase.

The processing timeframe displayed at the time of purchase is the estimated timeframe applicable to that order.

Processing time means the period required to prepare the order for dispatch and does not include the additional transit time required by the shipping carrier.

If an order contains products with different processing times, the order may be shipped when all products are ready unless otherwise indicated or agreed.

3. Shipping and Transit Times

Once an order has been dispatched, delivery time depends on the destination country, shipping service, carrier operations and any customs procedures that may apply.

Any delivery or transit timeframe shown on our website, at checkout, in an order confirmation or otherwise communicated to the customer is an estimate unless expressly stated to be guaranteed.

Estimated delivery times begin after the order has been dispatched and are separate from the product processing time.

For consumer orders, delivery will take place within the period required by applicable law or within any different timeframe clearly communicated and agreed before purchase.

4. Tracking Information

Where tracking is available for the selected shipping service, customers will receive tracking information after the order has been dispatched.

Tracking updates are provided by the shipping carrier and may occasionally take time to appear or update after collection.

Once an order has been handed to the carrier, customers should use the tracking information provided to monitor the progress of the shipment.

5. Shipping Delays

Although we make reasonable efforts to dispatch orders within the processing timeframe communicated at the time of purchase, delays may occasionally occur due to circumstances outside our reasonable control.

These may include:

  • carrier delays;

  • customs inspections or clearance procedures;

  • border controls;

  • severe weather;

  • strikes;

  • transportation disruptions;

  • exceptional shipping volumes;

  • public authority measures; or

  • force majeure events.

Where we become aware of a significant delay affecting an order, we will make reasonable efforts to provide the customer with relevant information.

Nothing in this Shipping Policy restricts any mandatory consumer rights applicable in the event of delayed delivery.

6. Delivery Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Before completing the purchase, please carefully check:

  • recipient name;

  • street address;

  • house or building number;

  • postal or ZIP code;

  • city;

  • state, province or region where applicable;

  • destination country; and

  • any information reasonably required by the carrier.

If you discover an error in your shipping address, please contact us as soon as possible at info@biscottostone.com.

Once an order has entered preparation or has been dispatched, we cannot guarantee that the delivery address can be changed.

To the extent permitted by applicable law, Biscotto Stone is not responsible for delays, failed deliveries or additional carrier costs directly resulting from incorrect or incomplete delivery information supplied by the customer.

7. Customs Duties and Import Taxes

Orders shipped outside the European Union, or to destinations subject to customs procedures, may be subject to:

  • customs duties;

  • import VAT or similar taxes;

  • customs clearance charges;

  • carrier brokerage or disbursement fees;

  • handling fees; or

  • other import-related charges imposed in the destination country.

Biscotto Stone does not collect, receive or pay these charges on behalf of the customer.

Where applicable, these charges are entirely the responsibility of the customer and are requested directly from the recipient by the shipping carrier, customs authority or other competent authority responsible for importing the shipment.

Import duties, taxes and customs charges are determined by the destination country and are outside Biscotto Stone's control.

The customer is responsible for paying any amounts requested by the carrier or customs authorities in order to complete customs clearance and delivery.

Customers who wish to know the possible amount of import charges should contact the relevant customs authority in their destination country before placing an order.

8. Customs Clearance

For international shipments, customs authorities or the shipping carrier may require the recipient to provide information, documentation, identification or payment before the shipment can be released.

The customer is responsible for cooperating with the carrier and customs authorities and for completing any customs formalities required for delivery.

Failure to provide the required information or pay applicable customs charges may result in the shipment being delayed, returned to Biscotto Stone, stored, abandoned or otherwise handled in accordance with the carrier's or customs authority's procedures.

9. Refused Shipments and Unpaid Customs Charges

If a customer:

  • refuses delivery;

  • refuses or fails to pay applicable customs duties, import taxes or other import charges;

  • fails to complete customs clearance;

  • fails to provide information reasonably required by the carrier or customs authorities;

  • fails to collect a shipment when collection is required; or

  • otherwise causes the shipment to be returned to Biscotto Stone,

any refund that is legally due will normally be processed only after the returned goods have been received and assessed.

To the extent permitted by applicable law, the actual and documented costs incurred as a direct consequence of the failed delivery and return may be deducted from the customer's refund.

These costs may include:

  • return shipping charges;

  • return-to-sender fees;

  • carrier handling fees;

  • customs clearance or brokerage charges;

  • storage charges;

  • charges imposed on Biscotto Stone in connection with the returned shipment; and

  • other documented costs directly resulting from the failed delivery or return.

Any deduction will be limited to costs actually incurred and will not constitute an arbitrary penalty.

Where permitted by applicable law, original shipping charges that are non-refundable to Biscotto Stone may also be excluded from the refund where the return was caused by the customer's refusal of delivery, failure to pay customs charges or failure to complete customs clearance.

This does not apply where the failed delivery results from an error for which Biscotto Stone is legally responsible.

10. Abandoned or Destroyed International Shipments

If a shipment is abandoned, destroyed, disposed of or otherwise not returned to Biscotto Stone because the customer failed or refused to pay customs charges, complete customs clearance or cooperate with the carrier, any refund will be assessed according to:

  • the circumstances of the case;

  • whether the goods were recovered;

  • the actual costs and losses incurred; and

  • applicable law.

Nothing in this provision limits any mandatory consumer rights that cannot lawfully be excluded.

11. Refusing Delivery Is Not Automatically a Return Request

Where applicable law requires the customer to notify us of their decision to exercise a statutory right of withdrawal, simply refusing the shipment, failing to collect it or failing to pay customs charges does not, by itself, constitute a valid notification of withdrawal.

Customers wishing to cancel or return an order must contact us in accordance with our Refund Policy and applicable law.

12. Damaged Shipments

Biscotto Stone refractory stones are handmade and fragile products and are carefully packaged for transportation.

Customers are encouraged to inspect the package and product promptly after delivery.

If a product arrives broken or materially damaged, please contact us as soon as reasonably possible at:

info@biscottostone.com

To assist us in assessing the issue and making any necessary claim with the carrier, we may request photographs of:

  • the product as received;

  • the external packaging;

  • the internal protective packaging;

  • any visible damage to the parcel; and

  • the shipping label.

Please retain the damaged product and packaging where reasonably possible until the claim has been assessed.

These requests do not restrict any mandatory statutory consumer rights.

13. Risk of Loss or Damage

For consumer transactions, where required by applicable law, the risk of loss or damage to the goods remains with Biscotto Stone until the customer, or a third party designated by the customer other than the carrier, takes physical possession of the goods.

Where a customer independently appoints a carrier that was not offered by Biscotto Stone, different rules may apply in accordance with applicable law.

14. Contact Information

For questions concerning processing, shipping, tracking, delivery or customs matters, please contact:

Francesco Sorbo
Via Ungaretti 14/B
81040 Curti (CE)
Italy

Email: info@biscottostone.com
Telephone: +39 353 421 5199