FAQ

ACCESS TO THE WEBSITE

May I browse without the need to sign in to Caffè Nibes’ website?

Of course. The Compribene website allows connected users to freely surf all pages of the website.

May I have friends sign in to the Compribene website using my own PC and Internet connection?

Yes, you may as long as data is entered directly from the person concerned; it is advisable to empty the browser cache at each new session as well as to successfully enter the username and password of the user who utilizes the system at that moment.

May I register other people (relatives and friends) with my own e-mail to the Caffè Nibes website?

No, you may not, because the e-mail address is strictly personal and the database associates each e-mail with only one registered user.

I'm a company and I would like a different price list from the customer consumer.

For the companies and professionals, Compribene has set up the wholesalers area. Please contact us to introduce us your company and make your requests, we will be glad to answer you.

What shall I do if I forget my password?

There is a specific link “Forgot your password?” that can be accessed through ‘My Account’ section at the top right of the home page and by clicking on the link ‘recover password’, which directs you to a page where you will be asked to enter your e-mail. Automatically, an e-mail will be sent to your address with the username and password you specified during registration.

How can I change my personal data or access password?

You can modify your data when logged in by clicking on ‘My Account’ in the ever-present Log In section at the top right of every page of our website. From there, you may change all your data.

How can I find the products I'm looking for?

There are many items belonging to different categories to choose from and purchase on our website. If you already know what to buy, just enter the item name in the search box (marked by the lens in the menu at the center of the screen) and press ‘Search’ or open the drop-down menu to display all items on the site. You can view all catalog items by selecting the appropriate category in the vertical menu on the left side of the home page and view the products in that specific category. You will be presented with another page containing all products belonging to that category. There is a chance to read all the details related to a product by clicking on ‘read’ or to purchase it by clicking on the shopping cart or on ‘buy’.

In order to view the characteristics of a product, you need to click on its name. For ordering it, just click on the shopping cart or on the ‘buy’ button. You will have the opportunity to purchase it without registration.

SHIPPING AND DELIVERY

How much is home delivery?

The shipping cost is proportional to the weight and overall volume as well as to the number of packets (packages) making up your order. The price is clearly shown inside the “shopping cart” and no other charges will be applied to your purchase. The cost of shipping is automatically calculated by the software indicating the overall cost.

How long does it take for delivery?

Usually 48 hours at most and 72 hours for some country with DHL, on certain times of year (holidays and summer holidays) 48-72 hours on average.

If I am not home at the time of delivery, what happens?

If it is not possible to carry out the delivery because there is nobody at the address, the courier will leave a notice, this happens up to 3 times. After 3 attempts, the recipient may contact the reference branch of the courier and make arrangements to pick up the goods at the same venue of the courier.

How do I return defective goods?

Simply make a complaint directly to info@compribene.it or by using the contact form on our website, it is not necessary to log in. It is necessary to specify whether you require a replacement of the product or want to exercise the right of withdrawal. A reply from our claims service will be sent within 72 hours of the complaint made.

NOTICE: we won’t accept any returned product that was not agreed upon.

How can I exercise the right of withdrawal?

The “consumer”, who for whatever reason is dissatisfied with the purchase, has the right to withdraw from the contract without penalty and without giving any reason, within 14 working days of receipt, as regards the goods, and following the conclusion of the “on-line”contract as regards services. This right may be exercised only by consumers, therefore all purchases made for purposes unrelated to entrepreneurial or professional activity, namely when you enter a reference to VAT in the appropriate order form, do not enjoy such right.

All costs for returning the products are expressly charged to consumers, who, through their own carrier, shall forward them to the Compribene’s logistics facility, following irrevocable return authorization granted by Compribene via e-mail (info@compribene.it).

All items must be received in their original conditions, unused and fully intact, with their original packaging and any manuals, with nothing missing.

It is understood that the transport risks for the return of the items are fully charged to the consumer; similarly, the consumer will not be able to exercise such right for tailored or clearly customized products or which, by their very nature, cannot be returned or are likely to deteriorate or expire rapidly.

The consumer may exercise the right of withdrawal by making a specific claim or by sending a notice via e-mail. A brief comment on the incident would be appreciated, however it is neither necessary nor obligatory.

Such notice will facilitate the return procedures of the goods, which must take place no later than ten working days of the return authorization. The return of a product for which withdrawal has been requested and obtained after this deadline, invalidates the right with simultaneous rejection of redelivery.

Compribene will accept the returned goods reserving to verify that the goods have been returned in their original condition and with intact packaging. It is appropriate to cover the original covering of the product with another protective packaging that preserve the integrity and also protect it from writings or by special labels. Only then it will credit the entire sum paid by the consumer within the legal terms provided. Compribene will credit the amount spent by the customer, with a deduction of the shipping charges incurred by the customer, by bank transfer; the Client may communicate their bank details (Cod. ABI - CAB – checking account the holder of the order or of the PayPal account), Compribene Srl will make the remittance of the amount due.

The right of withdrawal lapses in its entirety when the “essential condition of integrity” (packaging and/or its contents) is lacking, in those cases where Caffè Nibes establishes that: the outer/internal packaging is missing; the absence of integral product parts (accessories, cables, manuals, parts, ...); an improper use such as to make it impossible to restore the item to its original conditions.

In case of forfeiture of the right, the Compribene shall return to the sender the item purchased, by charging the shipping costs to the addresser.

PAYMENT METHODS

Which are the payment methods available on the Caffè Nibes website?

Currently, the available payment methods are five:

  • Advance Bank Transfer
  • Advance Postal Transfer
  • PayPal, via credit card or Postepay
  • Credit Card

Attention! The goods will be delivered upon receipt of the amount credited by you to our bank. The crediting time of a bank transfer vary from 3 to 5 business days, so we cannot carry out the shipment until payment has not been accredited.

In case you pay by PayPal and Postepay card, the credit will be immediate and we will forward your shipment within 24 hours of your payment. 

ORDERING METHODS

What is the ordering process?

Once you have chosen the product and entered the data-sheet, click on the button with the shopping cart ‘add to cart’ depending on whether the product was selected from the “CATEGORIES” list or directly from the products on the main page. You can add more products to the cart, by indicating the desired quantity, or purchase more pieces of the same item, by entering the number of products you wish in the ‘QUANTITY BOX’; subsequently, you need to click on the button ‘PROCEED TO CHECKOUT’ , in order to update the total amount inclusive of shipping costs. Then, you should click on ‘buy’, enter the details of your login, if you are already logged, or sign up as a new user by entering your data.

Nevertheless, you can also buy without signing up, by entering the necessary details for delivery.

At this point, you will have the opportunity to select the shipping method and the preferred method of payment. If you wish to receive the package to an address different from yours, you will have to remove the flag to ‘DELIVER TO THIS ADDRESS’. To confirm and continue, press on the ‘PLACE ORDER’ button. At this point, after choosing the type of payment and shipping, the details of your order will be displayed: quantity, product purchased, shipping costs and payment method. You may modify each of these fields until you press the ‘PLACE ORDER’ button. After the procedure, an on-screen message will inform you that the purchasing process has been successful and will show you your order number.

We remind that all orders are subject to approval of the company. The confirmation e-mail is intended only to summarize the data entered by the customer into the system and thus have a written note of receipt of order.

What is the exact time when I forward my order?

After clicking on the ‘PLACE ORDER’ button (a response page is displayed informing you that your order has been processed).

How can I get an invoice?

Under Art. 2 paragraph 1 letter OO of Presidential Decree No. 696 of 12.21.1996, the sales of goods made by mail order are not subject to certification by an invoice or sales receipt. If you want an invoice, you must request it upon purchase through e-mail, leaving us your own tax code and VAT number, if they do not coincide. We do not issue an invoice once shipment takes place and goods are delivered.

If you want the invoice, please specify your VAT number, tax identification number and the complete company name upon filling in of the customer master data.

How do I know if the product is available?

Next to the product, you will see the product quantity and the designation (available) or (not available); also, if an article is not available, we offer customers the opportunity to be notified by e-mail once the product becomes available again and we indicate an estimated date for the restocking of the item.

May I order from any computer?

You may connect from another computer, using your own logging data. You can then order from Compribene or use our services, without necessarily being connected from your own PC.

What happens if I'm not home at the time of delivery?

The courier will leave two notices and attempt delivery 3 times. At that point, the carrier will notify our company about the incident and it will be our task to contact you for the exact delivery address and give new instructions to the carrier. Only our company may authorize the collection of the goods at the courier’s venue.

MISCELLANEOUS

What is the shopping cart?

The shopping cart is the virtual corner where you enter all your purchases while browsing our website. The shopping cart allows you at any time to add, edit or remove products, and shows you your purchases, including the subtotal of costs, so that at all times you might know precisely the purchase amount.

How can I modify the contents of my shopping cart?

The shopping cart provides some buttons to change the number of pieces for each added product; in order to remove no longer desired products, you need to click on the ‘REMOVE’ button located next to the product price and it has the shape of a basket.

What is the ordering procedure?

Once you have chosen the product and filled in the data sheet, click on the button with the cart ‘ADD TO CART’ depending on whether the product was selected is from the ‘CATEGORIES’ list or directly from the products on the main page; then, you need to enter your personal data and select the payment method; within a single page, you may carry out all necessary operations and in case of doubts, please send us an e-mail or contact us by phone.