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FAQ

If you didn't find an answer to your questions, please contact our customer service team.

 

 

My Account

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Are you sure you have an account at our website? Please remember that registering at the website is not the same as signing up for the Venchi app. 
If you're not registered, registering at our website is very easy. Click on the "Sign in" link in the top right-hand corner, then in the "Don't have an account?" section, click "Sign up" and follow the instructions. Once you have registered, all you need to do to log in is provide your email address and the password you've chosen.

You've almost certainly registered already, in which case there's no need to register again. If you've forgotten your password, you can retrieve it by clicking on the "Forgot your password?" link.

Click on the "Forgotten password?" link on the Customer Login page. You'll be asked to provide your email address, which is the same one you registered with. You'll have a verification code sent to your email inbox. Once received, you'll need to enter it on the form and click "Continue". A page where you can create a new password will then appear.  If you don't receive an email with the code, check your spam folder. Quite often, auto-generated messages like this are mistaken for spam. If you still experience issues, please fill in the contact form. We will get back to you. 

Please forward your request to our Customer Service team. Don't forget to tell us the email address you signed up for the newsletter with!

You actually have to register twice separately, once for the website and once for our app, as these two accounts are not linked to one another. 

Changing the associated email address is not possible. Should you wish to do this, we advise creating a new account altogether. You can change your personal information and password by accessing the "Personal Profile" area.

Shipping and Deliveries

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It's not possible to split an order and have parts sent to multiple addresses.  Only one delivery address may be used per order. 

If, during shipping, one or more products in your package have been damaged, please send a message to our Customer Service team and provide a brief description of the damage found, including the batch number of the product (generally found on the bottom of the package) and your order number.  Don't forget to take a photo of the damaged product and packaging. You'll be asked for this later when we respond to your message!

If you've received an order with incorrect products or with products missing, please send a message to our Customer Service team and provide a brief description of the issue, including the batch number of the products (generally found on the bottom of the package) and your order number.  In the event of an incorrect product, don't forget to take a photo. You'll be asked for this later when we respond to your message

If you can't collect your order from the pick-up point designated by DHL, please contact our Customer Service team. We will get back to you!

Please use the DHL On Demand Delivery service to reschedule your delivery. For any information about this, please visit the shipping page: https://uk.venchi.com/shipping

For any clarifications and/or changes regarding the delivery address and instructions, you can use the quick DHL On Demand Delivery service. When the order is handed over to the courier, a message will be sent from DHL to the phone number/email address you entered when placing your order, in which you will find a link that enables you to track and check the status of the shipment or provide any additional information or changes.​ We recommend that you make all necessary changes in this way. For any information about this, please visit the shipping page: https://uk.venchi.com/shipping

For any clarifications and/or changes regarding the delivery address and instructions, you can use the quick DHL On Demand Delivery service. When the order is handed over to the courier, a message will be sent from DHL to the phone number/email address you entered when placing your order, in which you will find a link that enables you to track and check the status of the shipment or provide any additional information or changes.​ We recommend postponing your delivery in this way. For any information about this, please visit the shipping page: https://uk.venchi.com/shipping

Yes! To find out which countries we ship to and how to proceed with an order, please visit the shipping page: https://uk.venchi.com/shipping

When the order is handed over to the courier, a message will be sent from DHL to the phone number/email address you entered when placing your order, in which you will find a link that enables you to track and check the status of the shipment. For more information about this, please visit the shipping page: https://uk.venchi.com/shipping

Gift Cards, Discount Codes and Promotions

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Coupons can only be spent online. Please always check the terms of use as it may be that these coupons can't be used in conjunction with other discounts, don't apply to products that are already discounted, or have expired. Please remember that the minimum spend is always equal to or greater than the value of the discount coupon as the net amount of the order can't be in negative figures for the transaction to be completed successfully.

Unfortunately, it's not currently possible to purchase or gift someone a Venchi Gift Card.

To avoid missing out on any promotions, we recommend signing up for our newsletter. As a welcoming gift, you will receive a discount code for your first order!

We recommend signing up for the newsletter, which will keep you up-to-date will all the latest Venchi news and promotions online and in store. When you sign up, you will receive a discount code as a welcoming gift!

Also, by downloading our app via the link, you can accumulate points from purchases made online and in store, which will allow you to claim prizes in store or coupons to use online.
 

To successfully apply your discount code, please enter it in the relevant box in the shopping cart and select "Apply". We also recommend that you always read your coupon's terms of use: at times, it may be that they have a minimum spend, can't be used in conjunction with other coupons, or don't apply to shipping fees or products that are already discounted. For more information, please visit the dedicated page

Products

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The products in our catalogue are always present at our online store, even when they're temporarily unavailable. If you can no longer find a particular product, it may be due to a change in the catalogue range.

To stay up-to-date on when our delicious product will be available again, registered users can simply activate the "back in stock" option. To register, simply select "Sign in" on our homepage and follow the instructions under "Don't have an account?"

All of our chocolate recipes are based on the "Buono Buonissimo" rule (100% natural ingredients, less sugar, no artificial ingredients), are gluten-free and don't contain palm oil.​

​In any event, we always recommend reading the ingredients label carefully to ensure that "gluten-free" is written on it.

This information appears on your Pick&Mix label: "This product contains as an ingredient or may contain traces of NUTS, MILK, SOY, SULPHITES, EGG. (Allergens evaluated in accordance with European legislation)".

Unfortunately, we don't currently monitor the presence of nickel in our products. For this reason, if you're allergic, we recommend consulting your physician before purchasing.

   A number of our chocolate products don't contain milk or its derivatives as ingredients and are marked as "vegan friendly" on the relevant product pages. In any event, they may contain traces, as expressly indicated on the ingredients label. For this reason, we recommend that you always refer to the information provided in the product labels (which are also available on our website) and the ingredients book present in all our stores.

We always recommend consulting your own physician/nutritionist to know whether or not you can eat the product. 
The recipe used for the new 70% less sugar range is unique and aims to reduce the use of added sugar and eliminate artificial sweeteners altogether, using sweeteners derived from natural fibres instead.​
​Given the low amount of sugar present (less than 1 gram in 10-20 grams of dark chocolate), our nutritionist has confirmed that people with diabetes can include products from this range in their diet.

Of course! Our product pages always make it clear when a product doesn't contain animal-derived ingredients and is therefore suitable for vegan diets. Just look for "vegan" or "vegan friendly" on the page. 

With regard to orders placed online, unless otherwise stated on the website, the products shipped have a remaining shelf life of at least 6 months. The specific expiry date is shown on all products received.

The best way to store Venchi chocolate is to keep it in its wrapping in a cool, dry place away from sources of heat and light, at a temperature between 16 and 20 degrees. If these conditions are followed, the product can be safely consumed by the date shown on the label while ensuring its flavour, aroma and microbiological characteristics remain unchanged.  
To enjoy Venchi gelato at its best, you can keep it in the freezer for a week. As the gelato is hand-made, it will lose its natural qualities after this period.

Gifts and Company Gifts

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To prevent the recipient of your sweet gift from receiving an invoice with the prices of the products, we never include this document in the shipment.

No. For GDPR reasons, we can't disclose the contact details of the sender to the recipient. You can either inform the recipient of your sweet surprise or add a message on the "Shopping Bag" page. In this case, don't forget to click "Update" when the message is ready to successfully add it.

Of course! You can include a message with your sweet gift on the shopping bag page. Don't forget to click "Update" when the message is ready to successfully add it.

To prevent the shopping bag from being damaged in transit, we never place other products inside of it. Your delicious chocolate treats and carefully folded shopping bag will be placed inside the package separately.

Unfortunately, it's not currently possible to purchase or gift someone a Venchi Gift Card. 

For any information about this, please visit the following link.

Shopping on the website

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To write a review and/or rate a product, simply log in to your Venchi account, visit the product page and write a review at the bottom.

Please let us know about this by filling in the form. We'll try to solve the problem as soon as possible so you can proceed with your order. To better support you, we'll ask you to provide screenshots of the error found.
 

Thanks to our ongoing research and development in the field of cyber security, we can assure you that the purchasing process is perfectly safe and you can order your favourite chocolate with complete peace of mind.

Choose your items and put them in your shopping bag / Check to ensure your shopping bag contains all the items you want in the right quantities by clicking on the bag symbol in the top right-hand corner of the page and proceed to checkout / If you want, you can add a greeting for your recipient by selecting the relevant option before proceeding to checkout/
To place your order, select or enter your shipping address, the shipping and payment method and proceed to checkout.

When entering the shipping address, try to type the full name of the street with the house number and city. A drop-down menu with several addresses will appear. When it does, select the exact address from those listed. When you do this, the other fields (Postal Code, Province Code etc.) will also be filled in. After this, click save and continue to move on to the checkout stage.
If you need more help, please contact us by phone or email: https://uk.venchi.com/contact-us

With reference to our Terms and Conditions: "By placing an order through the Site, which constitutes a contractual offer, the Buyer acknowledges and declares that they have read all the information provided during the purchasing process and fully accept the General Terms and Conditions and payment terms set out". These can be viewed at https://uk.venchi.com/termini-e-condizioni. To this end, once an order is placed and payment is accepted, changes can't be made to the order. For further enquiries, please contact our Customer Service team.
 

Items cannot be returned in store. You can view the return procedure, detailed in article 16 of the Terms and Conditions, via the following link.

Once the order has been dispatched, two confirmation emails—one from Venchi and another from the courier—will be sent. The latter will contain a tracking link through which you can follow—step by step—the status of the shipment and, if necessary, make changes to the recipient's address and details.

Don't worry! The order confirmation email is sent within 3 hours of the purchase being made. In any event, we always recommend checking your spam folder.

App

If you didn't find the information you were looking for, please consult the rules and regulations governing the app, which can be found under the "Settings" icon.       
 

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You can (only) delete your account by yourself. Simply access the app, select the "Settings" icon and then select the "Unsubscribe" option.

You cannot change the email address used to log in. We recommend creating a new profile and deleting the old one.

Don't forget to take a screenshot of your total points so that we can transfer them to the new account.

Contact customer service at app.support@venchi.com for more details.

If you didn't accept the new rules and regulations, which we update every 6 months, you account may have been suspended. Please re-download the updated app and follow the instructions provided when it opens, which will allow you to accept the new rules and regulations and to continue receiving mouth-watering rewards! In future, we kindly ask that you ensure the app is regularly updated to avoid this inconvenience from occurring. 
 

If you can no longer access the app and your profile has been deleted due to inactivity, it's likely that you've not used our app for an extended period of time.

We update the rules and regulations every 6 months and, when the validity period ends, the new ones must be accepted. For GDPR reasons, if the account isn't being used, all the data associated with it must be deleted and, unfortunately, can't be recovered, including points accumulated. 

For this reason, if you want to continue using our app, you will need to create a new account. In future, we kindly ask that you ensure the app is regularly updated to avoid this inconvenience from occurring. 
 

If new rules and regulations need to be accepted, you will be notified when the app opens. That said, please remember to update the app regularly. Only with the latest version will the banner prompting you to accept the new rules and regulations appear.

You can view the rules and regulations directly in the app from the Menu on the right. 

Unfortunately at the moment it is not possible to order online and collect the order in our boutiques.

You can view the rules and regulations of our app via the menu on the right-hand side or via the dedicated page on our website, here

It’s simple: £1 spent = 10 points


For in-store purchases, the points are calculated based on the total price of the purchase, as shown on the receipt. 


For orders placed online, the points to be uploaded to the Venchi App are calculated based on the total price of the order, excluding shipping costs. For products on offer, the points are calculated based on the discounted price.

IN-STORE PURCHASES
To add points earned with your in-store purchases, scan the QR code on the receipt.


ONLINE PURCHASES
To add points earned with purchases made on our website, scan the QR code in the order confirmation email. 

In both instances, follow these steps: 
Open the Venchi app > Homepage > Upload your receipt >  Scan the receipt > Frame the QR code.

The points will be immediately added to your account!

Please remember that registering for the app and website requires two different logins. Register with our website if you haven't already done so by creating an account in the "SIGN IN" section.

Earning extra points is simple and fun! In the "MISSIONS" section you can play with us by completing many different activities: tasty quizzes, memory tests, surveys and more. The points will be immediately awarded to your account upon completion of each activity. 

You can participate in exclusive events dedicated to all lovers of Venchi chocolate and gelato by completing your account profile with the city and the postal code. If you consent to be contacted by email, you’ll receive periodic invitations for the tastings closest to you!

The choice of the app language implies acceptance of the terms and conditions in Italy or England. In order to change this consent, you must contact us and send written consent. You can send an email to app.support@venchi.com.

Collaborations, Franchising and Careers

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For any collaboration proposal, please write to us via the contact form available at: https://uk.venchi.com/contact-us

If you're interested in stocking our products, please write to us via the contact form (https://uk.venchi.com/contact-us), detailing the city and province in which you operate.
 

No, there are currently no plans to open franchise stores.
 

For more information, please visit https://uk.venchi.com/lavora-con-noi, or take a look at the open positions on our Linkedin profile, https://uk.linkedin.com/company/venchi

Payments and Invoicing

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Don't worry! Please note that payment will only be taken by us when the products that you've ordered have been sent. As such, the two amounts you see may represent pre-authorisation and subsequent authorisation of the payment. Please contact our Customer Service team for more information (https://uk.venchi.com/contact-us)

The payment methods accepted are: credit card and PayPal. For more information, please visit the dedicated page: https://uk.venchi.com/pagamenti
 

No, we never place the invoice document in the order package. You can request us to do so by writing to the Customer Service team (https://uk.venchi.com/contact-us)
 

You can request an invoice for any order by selecting the relevant box at the checkout stage and choosing either Private or Corporate. For companies based in Italy, a Certified Email Address or Registration Number will need to be provided. An invoice will only be produced if requested during the purchasing process. Please remember to ensure that all the invoicing information entered is correct before finalising the order, as it isn't possible to change this afterwards.