Frequently Asked Questions
About Tutto Napule
What is Tutto Napule?
Tutto Napule is an Italian food, drink, homeware, kitchenware and gifting store inspired by the food, culture and traditions of Italy.
Campania and Naples are at the heart of our brand, but our range isn't limited exclusively to Campanian products. We also carefully select products from other regions of Italy that we believe represent the quality, craftsmanship and everyday traditions of Italian life.
Is everything you sell from Campania?
No.
Campania is the inspiration behind Tutto Napule, and we particularly love sharing products from Naples and the surrounding region. However, Italy's food culture extends far beyond Campania.
You'll therefore find products from other parts of Italy alongside our Campanian favourites. Wherever possible, our product descriptions explain the origin and story behind individual products.
Who operates Tutto Napule?
Tutto Napule is operated by GlitterBeam Ltd.
GlitterBeam Ltd
Company number: 12380734
Email: sales@tuttonapule.com
Orders
How do I place an order?
Simply add the products you'd like to your basket and proceed through the Shopify checkout.
You'll be able to review your products, delivery options, delivery charges and total price before completing your purchase.
Will I receive an order confirmation?
Yes.
After placing your order, you should receive an order confirmation by email.
This provides a record of your purchase and the products you've ordered.
UK online selling rules require businesses to provide customers with confirmation of the contract in a form they can save for future reference.
Can I change my order after placing it?
If you've made a mistake or need to change something, please contact us as soon as possible at:
We'll do our best to help, although we cannot guarantee that changes can be made once an order has entered processing or has been dispatched.
Can I cancel my order?
For eligible goods purchased online, you generally have a statutory right to cancel within 14 days of receiving your order, without needing to provide a reason.
There are exceptions, particularly for certain food products and other goods where cancellation rights do not apply.
Please see our Returns & Refunds Policy for full details.
Delivery
Where do you deliver?
We currently deliver to the destinations available during checkout.
Available delivery methods and prices will be shown before you complete your order.
How long will my order take to arrive?
Estimated delivery times are shown during checkout.
These are estimates rather than guaranteed delivery dates unless a specific service has been advertised as guaranteed.
Can I track my order?
Where tracking is available, you'll receive tracking information once your order has been dispatched.
What happens if my order doesn't arrive?
If your order hasn't arrived within the expected delivery period, please contact:
We'll investigate the delivery with the relevant carrier.
What happens if my order arrives damaged?
We're sorry if your order arrives damaged.
Please contact us as soon as possible and, where possible, provide photographs showing:
- The damaged product;
- The outer packaging;
- The internal packaging; and
- Any visible damage to the parcel.
This helps us investigate the problem and deal with the delivery provider where appropriate.
Please don't consume food from packaging that appears damaged, open or tampered with.
Food & Allergens
How can I find allergen information?
Allergen information should be available on the relevant product page where applicable.
However, always check the physical product packaging before consuming a food product, as manufacturers can change ingredients and recipes.
For food sold online, relevant allergen information must be available before the purchase is completed and at delivery.
I have a serious food allergy. Can you help?
Absolutely.
If you have a serious allergy or intolerance and you're unsure whether a product is suitable, please contact us before placing your order.
Email: sales@tuttonapule.com
We'll check the information available from the manufacturer or supplier wherever reasonably possible.
What are the 14 allergens?
UK food businesses are required to provide information about 14 specified allergens:
- Celery
- Cereals containing gluten
- Crustaceans
- Eggs
- Fish
- Lupin
- Milk
- Molluscs
- Mustard
- Peanuts
- Sesame
- Soya
- Sulphur dioxide and sulphites
- Nuts
Can ingredients change?
Yes.
Manufacturers can change recipes, ingredients and production processes.
For this reason, online information should be used alongside the current packaging, which should always be checked before consumption.
UK food guidance also requires food information to be accurate and not misleading.
Are your products suitable for particular diets?
Some products may be suitable for vegetarian, vegan or other dietary requirements, but this should be confirmed from the individual product information and packaging.
If you have a specific dietary requirement and aren't sure whether something is suitable, please contact us before ordering.
Products
Where do your products come from?
We source products from carefully selected Italian producers and suppliers.
Some are from Campania, particularly Naples and the surrounding region, while others come from different parts of Italy.
We believe this reflects the reality of Italian food culture: highly regional, but connected by shared traditions of family, food and craftsmanship.
Are your products authentic Italian products?
We aim to source genuine products from established Italian producers and suppliers.
Where relevant, product descriptions provide information about the producer, origin and regional heritage of the product.
Why do natural products sometimes look different from the photograph?
Products made from natural materials, such as olive wood, can vary naturally in:
- Colour
- Grain
- Shape
- Texture
- Markings
These variations are part of the character of natural materials and mean that your individual item may not look exactly like the photograph.
Do you sell products that aren't food?
Yes.
Our range includes Italian kitchenware, homeware, coffee equipment, gifts and other products inspired by Italian everyday life.
These products are managed separately from our food products within our operational procedures.
Pacco da Giù
What does "Pacco da Giù" mean?
Pacco da giù roughly translates as "parcel from down south."
The phrase refers to the long-standing Italian tradition of families sending parcels of food and other familiar products from southern Italy to relatives living elsewhere.
Our Pacco da Giù collection is inspired by this tradition.
What's included in a Pacco da Giù?
The exact contents depend on the particular Pacco da Giù product.
Please check the individual product page for the current contents.
Where necessary, products may occasionally be substituted because of availability. Any substitution will aim to be of suitable quality and equal or greater value.
Can I customise a Pacco da Giù?
This depends on the particular box.
If a product is advertised as customisable, the available options will be shown on the product page.
If you'd like something different, contact us at sales@tuttonapule.com and we'll see what we can do.
Returns & Refunds
Can I return something if I've changed my mind?
For eligible online purchases, consumers generally have a 14-day cancellation period after receiving the goods.
There are statutory exceptions, including certain products that are liable to deteriorate or expire rapidly and certain sealed goods where returning them would be inappropriate for health or hygiene reasons once opened.
Can I return food?
This depends on the product.
Certain food products are excluded from the normal change-of-mind cancellation rights because of their nature.
However, if food is faulty, unsafe, damaged or not as described, your statutory rights still apply.
What if something is faulty?
Please contact us at:
We'll investigate the issue and provide an appropriate remedy in accordance with your statutory rights.
How long do refunds take?
Where a refund is due, we'll process it in accordance with the applicable legal requirements.
For eligible cancelled online orders, refunds generally need to be made within 14 days of receiving the returned goods, subject to the applicable rules.
Payments
What payment methods do you accept?
The payment methods available to you will be displayed during Shopify checkout.
Is my payment information secure?
Payments are processed using the payment services available through our Shopify store.
We do not intend to store your full payment-card details ourselves where these are handled by the relevant payment provider.
Gifts
Can I send an order directly to someone as a gift?
Yes.
You can enter the recipient's delivery address during checkout where appropriate.
Please make sure that the delivery details are correct before completing the order.
Do you offer gift messages?
Where a gift-message option is available, this will be shown during the ordering process.
If you're unsure, contact us before ordering and we'll do our best to help.
Contact
How can I contact Tutto Napule?
The easiest way to reach us is by email:
We're happy to help with questions about:
- Orders
- Products
- Delivery
- Allergens
- Returns
- Gifts
- Pacco da Giù
- Anything else relating to Tutto Napule
Where are you based?
Tutto Napule is operated by:
GlitterBeam Ltd
Company number: 12380734
Still Have a Question?
If you can't find the answer you're looking for, we'd be happy to help.
Email us at:
sales@tuttonapule.com
We'll do our best to get back to you as soon as possible.