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Frequently Asked Questions
Everything you need to know about how our shop works, who we are, payments, shipping and order management.
Who we are
La Terra di Puglia
We are a project born from a passion for Puglia and its products. Our goal is to create a direct bridge between small local artisans and producers and those who want to bring authentic quality to their table, wherever they are.
We are a small operation and we want to stay that way — not an anonymous warehouse, but real people with names you can actually talk to. We select every product personally, visit producers, and taste everything ourselves. We don’t sell what we wouldn’t eat ourselves.
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Curated products
Only producers we know personally
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Local & authentic
Straight from Puglia to your door
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Verified by customers
Thousands of certified reviews on Feedaty
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General questions
The basics
📦 How long does delivery take?
We usually dispatch the next working day after your order, subject to product availability. Delivery within Italy takes 24–48 hours from shipment. International deliveries take 5–6 working days for Europe, longer for USA and Canada. Some products — such as large quantities of Pumi — must be ordered at least one month in advance.
📋 Can I request an invoice?
Yes. After placing your order, simply reply to your order confirmation email with your billing details (company name, VAT number, address) and we will issue the invoice.
🏭 I run a restaurant or shop — can I buy wholesale?
Absolutely. We have a dedicated B2B portal with a price list, downloadable catalogue and a minimum order threshold. Visit b2b.laterradipuglia.it or contact us directly for a personalised quote.
Gift boxes
Gifts and special packaging
🎁 Can I customise the contents of a gift box?
Yes. If our pre-made boxes don’t suit you, you can build your own by adding the products you prefer to the cart. We recommend at least 8–10 products so the box doesn’t look too sparse. At checkout, select the “Gift box” option.
💰 Will the price be visible inside the parcel?
No. All orders placed as gift boxes are dispatched without any prices or receipts inside the package.
📬 Can I send gifts to different people in one order?
Each shipment must correspond to a separate order. If you need to send gifts to multiple recipients, please place one order per person with the corresponding delivery address.
🎄 When should I order for Christmas?
We recommend ordering by 10–15 December and letting us choose the best dispatch day. We ship until 23 December. It is essential that the recipient is present at the time of delivery — make sure they are not away on holiday.
📅 Can I choose a specific delivery date?
Unfortunately not. Express couriers do not accept scheduled time-slot bookings. We recommend having the parcel delivered to an address where someone is always available, or to a workplace.
Payments
How to pay securely
💳 Which payment methods do you accept?
We accept: credit and prepaid cards (Visa, Mastercard, Postepay), PayPal, and bank transfer. Card payments are processed securely through the PayPal gateway.
🔒 Is it safe to pay by card?
Completely. Your card details never pass through our servers: they are handled exclusively by PayPal over an encrypted connection. We never see or store any banking data.
❓ I don’t have PayPal. Can I still pay by card?
Yes. When you select card payment, the system takes you to a PayPal page. At the bottom you will find the button “Pay with a card” — you do not need a PayPal account. PayPal is simply used as a secure payment gateway.
🏦 Can I pay by bank transfer?
Yes. If you select bank transfer, you will receive our banking details by email. Your order is processed only once payment has been received, so please allow 1–2 extra working days compared to other methods.
🏷 Are prices inclusive of VAT?
Yes, all prices shown on the site are inclusive of Italian VAT. For customers outside the EU or in countries not subject to Italian VAT, the tax is removed automatically at checkout.
Shipping & logistics
Shipping, packaging and delivery
💸 How much does shipping cost?
For international shipments, prices start from €15–18 for EU countries, €49 for Switzerland, €59 for the UK and €65 for USA & Canada. The exact cost is calculated automatically when you enter your address at checkout. See full shipping details →
📦 Are products safe during shipping?
Yes. We use double-wall cardboard boxes with custom-moulded polystyrene inserts designed for our products. In the event of any shipping damage, we reship at no extra cost.
🧊 How are fresh products shipped?
Fresh products are packed in insulated containers with dry ice to maintain the cold chain throughout transit.
🏠 I’m rarely home — can I use an alternative delivery address?
Absolutely. At checkout you can enter a delivery address different from your billing address — for example, your workplace. You can also request delivery to a nearby SDA pick-up point.
🎁 Can I send an order directly to someone else as a gift?
Yes. Enter your billing address and the recipient’s address as the delivery address. If you select the gift option, no prices or receipts will be included in the parcel.
Order management
After placing your order
📫 How can I track my order?
You will receive an automatic email at every status change: Payment accepted → Being prepared → Shipped (with tracking code sent the same evening) → Delivered. You can also monitor the status in real time by logging into your account on the site.
✏ I entered the wrong delivery address — what should I do?
Contact us as soon as possible by email: if the order has not yet been shipped, we can update the address without any issue. Once dispatched, any change must go through the courier and may incur additional costs.
❌ Can I cancel my order?
Yes, cancellation is possible only while the order is in “being prepared” status and has not yet been handed to the courier. Contact us promptly by email.
📦 One of my parcels hasn’t arrived — what should I do?
Couriers sometimes deliver multiple parcels at different times during the same day or the next day. Let us know by email and we will check the situation with the courier straight away.
💥 I received a broken product — what should I do?
Always accept the parcel even if it looks damaged on the outside — you can sign “with reservation”. Take photos of the parcel before opening, during and after. Report the damaged items to us by email: we will reship them within the next working day, subject to availability.
Our products
Quality, prices and availability
⭐ Who guarantees product quality?
We do. We personally know every producer in our catalogue. We visit their facilities, taste the products and assess their reliability. We don’t list anything we wouldn’t eat ourselves. You can read certified customer reviews on Feedaty.
🛒 How do I place an order?
Register (or log in if you already have an account), add products to your cart, enter your delivery address and choose your payment method. The system automatically calculates shipping costs. The whole process takes less than 5 minutes.
📧 A promotion I saw has expired — can I still get it?
Promotions run for a limited time or quantity and cannot be extended retroactively. Some offers do return periodically: subscribe to our newsletter (at the bottom of the page) to be the first to know.
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Didn’t find the answer you were looking for?
Write to us — we are real people and we respond quickly. You can reach us by replying to your order email or writing to our customer service.
✉ Reply to your order confirmation email | ✉ Or write via the shop
