We want to help every Bunnylover, especially when they have doubts.
If you are shopping on our website and you or your bunny have any questions, here is the place where you can find all the answers regarding orders, shipping and even curiosities on our products. We make sure to guarantee maximum transparency in our shared information, finding solutions for all upcoming questions and providing every necessary detail to maximize the traceability of shipments, while respecting the environment and being as sustainable as possible. Don’t worry: if you can’t find the answer to your question here, you can write us an email and we will be happy to help you! ;)
PAYMENTS & INVOICES
What payment methods are allowed?
Payments can be processed by using credit card, PayPal or bank transfer.
Which credit cards are accepted?
We accept all Visa, Visa Electron, MasterCard and American Express credit cards.
I have a discount code. How do I use it?
You can find the "Discount code" area next to the main “Checkout” section. Enter your gift code and click on "Apply" to deduct the value of the voucher from the total, then proceed with the payment.
Can I request an invoice to be issued?
Yes! Once you have entered your delivery data, the “Checkout” page will automatically disclose a little section named "Additional information": you can enter your tax data, or those of your company. If you prefer to contact us directly, send an email to info@515grammi.it.
SHIPPING & COSTS
What are the shipping times?
All orders that do not include customization are generally processed on the Tuesday or Thursday following the receipt of your payment (except on public holidays, where they will be processed on the first available day): we group our shipments on specific days to guarantee that both our productions and transports are sustainable, in order to reduce CO2 emissions and safeguard the environment as much as possible.
Items that include customizations with your name and that of your furry friend, require a few more days of processing and are shipped 5 working days after the customer has approved the graphics.
If you have particular timing requirements (a birthday, a new furry friend arriving,etc) do not hesitate to contact us: we will do everything we can to speed up the departure of your package! You can message us on Whatsapp (+39 393 1860 246) to speak with Esther directly or send an email to info@515grammi.it and receive assistance from our Customer Service girls, Alessia and Martina.
What are the delivery methods and times?
We ship to Italy in 1-2 days with Bartolini couriers. Shipments to Italy are free for orders over €69, while they cost €6.90 for orders under €69.
We ship throughout Europe* in 2-5 days with DPD Bartolini couriers. The shipping cost is €14.90, with the exception of the United Kingdom which may have limitations on the purchase of products (e.g. food) and increased import costs.
Delivery is guaranteed throughout the rest of the world, but the type of courier, timing and costs may vary from state to state: as we do not have a local distributor outside Italy, for overseas countries, allowances are sent separately and can be more or less expensive depending on the location of destination.
*A note for our Swiss neighbors: shipping costs are the same all over Europe... with the same amount, come and visit our office in Milan, collect your order and take a coffee with us ;)
How do I know where my order is and when I will receive it?
Once your order has been confirmed, Alessia and Martina will contact you via telephone or email (depending on the contact details you have entered in the "Contacts" section during the payment), to confirm your order and tell you the expected times for the shipment of your products.
ORDERS & RETURNS
Can I cancel or modify an order?
You can cancel or modify your order only if it has not been shipped yet. Contact us as soon as possible by email or Whatsapp message, we will try to meet your needs. We do not accept returns or cancellations for customized products.
The items I received are incorrect or defective. What can I do?
Contact us now! We'll find a solution together :) You can call our office (0287240695) or write on Whatsapp (+39 393 1860 246) to speak with Esther directly. Alternatively, you can send an email to info@515grammi.it and receive assistance from our girls, Alessia and Martina, specifying the name of the person who packaged the order.
Can I make a return? It's free?
We only accept returns in special circumstances that need to be discussed directly with our Customer Service. The return of the product will be at your expense.
How will the refund be made?
If the return is approved by our Customer Service, you must return the product within 15 days to our office. Once received, the refund will be made via credit vouchers that can be spent on the site.
Who should I send the return to?
You can send your return to the following address:
515grammi by Esther Burton Via Privata Antonio Meucci 54\A 20128, Milan (MI) Italy
GENERAL QUESTIONS
How do I change my data?
You can modify all your data through the form in your Personal Area.
How do I deactivate my account?
To deactivate your account, click on “Delete account” in your Personal Area.
Are your products all Italian?
Our products are entirely designed and made in Italy by small producers and artisans at Km 0.
Are the materials safe for my rabbit?
We choose only the best for our furry friends!
100% natural products without harmful treatments.
How do I customize my product?
Some of our products can be personalized with your name and that of your rabbit. You will be asked to indicate the names for personalization on the product page, before adding it to the Cart. If you have missed this step (don’t worry, it can happen), write us an email as soon as possible or send us a Whatsapp message.
How do I clean and care for the products?
In the Health and Hygiene section you will find our products dedicated to the care and cleaning of your home and your rabbits' accessories.
The product I received has different packaging from the photograph on the site.
It may happen that the packaging of your orders differs from those on the site, but don't be alarmed! In fact, we may be going through a phase of re-design of our packages: while we work on the new graphics, due to our commitment to always be sustainable and fight any waste, some orders may contain a mix of products in the new and old design. Don't worry: the product inside is still the same, as is its quality!
If you receive something with a different appearance, remember that you are among the first Bunnylovers to receive it: let us know what you think and write us your impressions :)
What is the expiration time of food products?
The expiry date* depends on the type of food. 515grammi is committed to always pack and ship food products in their optimal conditions. You can find all the information on the product label, both for its correct consumption and storage.
*Remember that the expiry date is only an indication of consumption: when opening your package, if there are no chromatic, olfactory or volume alterations, the product is perfectly suitable for consumption. Wherever you purchase food products, whether for human or lapine consumption, make a sustainable choice and don't throw away products that are still intact :)
What do you mean by “food products for couples consumption”?
515grammi offers a controlled selection of products that can be shared and consumed by both Humans and Rabbits. This selection consists of natural and genuine foods (e.g. herbs, dehydrated fruit, juices), created in compliance with the rabbit's needs, but also being perfectly suitable for humans. The “products for couple consumption” are approved by our veterinarian, Dr. Silvia Casali, by Italian Bunnylovers and the 515gram colony.
I have received my package but I can’t find the products I ordered! What should I do?
Don’t worry! In order to protect your products, we rely on our delicious hay instead of any classic packaging ;)
Open your package with your bunny and let your pet eat the first layer of hay: you will find the products hidden inside.
CONTACTS
If you need help and want to talk to us, here are our contacts:
Our office and Customer Service are available from Monday to Friday, from 9:00 to 18:00 (Esther may reply to your message even on holidays if she sees your message on her phone ;) ).
OFFICE CLOSURES
Our offices are closed during the Christmas period (from the 22th of December till the 6th of January) and in the central week of August. We won’t schedule any shipments during these periods of time.
ARE YOU A DISTRIBUTOR, A RESELLER OR A VET?
If you are a vet and you want to receive our promotional material, please contact us at info@515grammi.it or send a Whatsapp message to the following number: +39 393 1860 246 (this is Esther’s number). If you are looking for a collaboration, specify your request in your email and we will plan an interview with Esther and our official veterinarian, Dr. Silvia Casali.
If you are a distributor or a reseller and want to purchase our products, contact us via email or Whatsapp message to receive our price list.
