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Customer services

Frequently asked questions and answers

Enter our shop and choose your product. When you have found the item you wish to purchase, click on the ADD TO CART button (add to cart). Double-check the items in your cart by clicking MY CART. Click PROCEED TO CHECKOUT (proceed to purchase) to complete the order.

Order confirmation

When you place an order, you will receive an email confirming receipt of the order: this email will only be a confirmation and will not constitute acceptance of the order. The contract will not be concluded until we send you confirmation by email that the products you have ordered have been sent to you. Only the goods present in the confirmation email sent at the time of shipment will be included in the final contract.

Your account

You can register to place orders online or check out as guest at


By choosing the PAYPAL payment method, the customer can pay directly through his Paypal account.

FARMACIADELLACICOGNA SRL reserves the right to ship the goods only to the address indicated on the account verified by Paypal.

FARMACIADELLACICOGNA SRL reserves the right to ship the goods only to the address indicated on the account verified by Paypal.

Bank transfer

By choosing payment by bank transfer, at the finalization of the order, the customer automatically receives a confirmation email containing the bank account details of FARMACIADELLACICOGNA.IT, Goods will be shipped after the arrival of the transfer to the bank account.

Account holder: Farmacia della Cicogna
Bank Name: BNL S.p.A.
Branch: 37070
Current Account: 000000000753
IBAN: IT48D0100537070000000000753

Delivery methods

The Customer, for the delivery of the purchased Products, can choose his own residence or domicile, the workplace or the private address of a natural person of his choice, whose residence or domicile is within the territory of the European Union and non-European Union with the exception of Black List countries.

The delivery of the products is made to the address indicated by the Customer only after the regular registration of the payment of the related order.

In the event that, at the time of delivery, the external appearance of the package has imperfections, the Customer must open the package in the presence of the carrier, to check the status of the product contained inside.

For security reasons, no deliveries will be made to post office boxes.
For each order placed on the website, fiscal receipt will be issued, and placed into the shipping box. No change in the receipt will be possible after its issue.

Delivery costs are charged to the customer and are clearly highlighted in the order form. They may vary according to the chosen shipping method and the place of destination of the Products.
All purchases will be delivered by courier.

Shipping rules

Product orders will be processed and delivered from Monday to Friday, excluding holidays and national holidays, within 2/7 working days following the confirmation and payment of the order.

If FARMACIADELLACICOGNA SRL is unable to deliver the ordered goods following the unavailability, even temporary, of the products, it will promptly notify the Customer by email and in any case the delivery will be made within a period of time ranging from 7 (seven) to 30 (thirty) days.

FARMACIADELLACICOGNA SRL is not responsible for unforeseeable delays, it being understood that, except in cases of major forces, the products will in any case be delivered as soon as possible.

In the event of withdrawal, the amount already paid by the Customer will be refunded as soon as possible and, in any case, no later than 30 (thirty) days from receipt of the purchase order.

For the delivery of the goods, the presence of the Customer or his representative at the address of the recipient indicated in the order is required. Upon delivery of the goods by the Courier, the Customer is required to check:
(i) that the number of packages delivered corresponds to what is indicated in the transport document;
(ii) that the packaging is intact, not damaged, wet or otherwise altered, even in the closing materials.

Any damage to the packaging and / or the product or the mismatch in the number of packages or indications must be immediately notified, placing a written e mail message to the address After that we will start investigating about the discrepancies. Once the Courier’s document has been signed, the Customer will not be able to make any objection about the external characteristics of what has been delivered.

Shipping fees

For purchases with delivery abroad, the estimate of shipping costs is provided after entering the shipping address; for shipments to countries outside the European Union, customs duties will be borne by the recipient and will be added to the shipping costs.


The Italian laws on retail trade (art. 64 and following of the Consumer Code, D. L. vol 22.07.2005 n. 206) provide for the right of return within 7 working days from the moment when you receive the purchased products.

If a FARMACIADELLACICOGNA SRL product is faulty or broken upon receipt of the delivery, contact FARMACIADELLACICOGNA SRL via email within 3 days of receipt. FARMACIADELLACICOGNA SRL reserves the right to check and verify the dispute.

Simply send an email to with “Return request” as the subject, indicating the order number (eg, return request, order number 00000). We will send an e-mail message containing precise and detailed instructions for making the return The return will not take place under any circumstances if the products have clearly been used. Returns that do not comply with the indicated requirements will not be accepted.

The return will not take place under any circumstances if the products have clearly been used. The products must be returned with the appropriate sealing, in their original packaging, in perfect conditions (not used, damaged or soiled), with the documentation, labels and safety seals still attached.

Damaged, marked or altered returns cannot be accepted and can be returned to the customer. You have a maximum of 7 working days to return your order from the moment you get the return code. Our logistics service will check the returned items and if they meet the above conditions, we will proceed to refund the amount of the order.

Once the returned merchandise has been received and examined, you will be notified by us.

We recommend that you insure the returned goods as the customer is required to pay the utmost attention to the goods and will be held liable in case of damage until the goods are received at our warehouse.

The customer is obliged to pay the return shipping costs.


FARMACIADELLACICOGNA SRL does not carry out the replacement service for goods delivered and purchased online in the event that the buyer wants to change the object.


The refund will be credited to you with the same method you used for the purchase, or bank transfer.

If you send the package after the deadline indicated, our logistics service will not accept the delivery, therefore we will not be able to guarantee the correct management of the refund.

Timing may vary from bank to bank and unfortunately it is not possible for us to control this process.

For information:


The quality of all items is checked for possible defects before they are shipped to the customer.

In case you receive an item that is not in perfect conditions, please contact us immediately.

Make sure to send all the items you wish to return from an order in the same shipment to ensure that the return is handled as quickly as possible.

Items must be returned in their original packaging to ensure they are adequately protected in transit.


Customers residing in the EU have the right to cancel their order in accordance with the law on consumer protection and distance selling – Consumer Protection (Distance Selling) Regulations 2000 (DSR) upon written notice within 7 working days of receipt of the order. The customer must notify to the customer service writing an email to to cancel the entire order placed in accordance with the DSR within seven working days of receipt of the items purchased.

You can send emails to or write to us at:

via Emilia 237
40068 San Lazzaro di Savena (BO) – Italia.

Once the order cancellation notice has been received, customer service will send an email with the confirmation and the return instructions to follow.

We recommend that you insure the returned goods as the customer is required to pay the utmost attention to the goods and will be held liable in case of damage until the goods are received at our warehouse.

Keep a receipt for dispatch in the event of a legal dispute.

The customer is obliged to pay the return shipping costs.

All items must be returned unused, in their original condition and from the country to which the order was shipped.

We will refund the full value of the order, excluding the shipping cost, within 30 days of receipt of the order cancellation notice. If we do not receive the canceled order, we will recover the goods at the customer’s expense. If we do not receive the canceled order, we will recover the goods at the customer’s expense.

In the event that the right of withdrawal is exercised before the product is shipped, FARMACIADELLACICOGNA SRL will refund the full price paid including shipping costs.

It is possible to exercise the right to cancel the order in accordance with the DSR law only in the case of prior written communication within seven days of receipt of the order, as previously described.

FARMACIADELLACICOGNA SRL is fully committed to protecting the confidentiality of the data of our customers and visitors to our site.

We will not disclose information about our customers to third parties unless this is necessary to provide our services to you, e.g., to arrange for the shipment of a product, verify the creditworthiness and perform other security checks, carry out research on customers and develop their profiles or if we have been expressly authorized to do so.


We will not give your name, address, e-mail address, credit card details or personal information to third parties (excluding partners through whom you have accessed our site) without your authorization.


If you have made a purchase from our online shop, we can occasionally update you on our new products, news and special offers by e-mail, and communications at the phone.

The prices published on the site, the payments and the invoices of the orders are in Euro, the current currency in the European community.

FARMACIADELLACICOGNA SRL invites customers to contact their bank to request detailed information on exchange rates and bank commissions relating to their transaction.

As required by the laws governing trade, all FARMACIADELLACICOGNA SRL shipments are accompanied by an official invoice declaring the value of the individual items in Euro. For items on sale, the invoice shows the discounted amounts.

Products and images online

FARMACIADELLACICOGNA SRL declines all responsibility, in the event that they are due to malfunctioning of the customers’ computers, for color differences compared to what is displayed on the screen of the customer’s device.

The images and articles written by farmacia della cicogna belong to FARMACIADELLACICOGNA SRL which is the owner and any use without written consent and authorized by FARMACIADELLACICOGNA SRL is prohibited.

For more information:

Availability of Articles

The assortment on FARMACIADELLACICOGNA.IT reflects the exact availability of each item.

Once the order request has been received, the Orders department of FARMACIADELLACICOGNA.IT reserves the right to reconfirm the availability of the items purchased, the validity of the bank transaction and to verify the details of the previous transactions made by the Customer on FARMACIADELLACICOGNA.IT.

In the event that the ordered items are not available, or if for some reason the order cannot be processed as requested by the Customer, the FARMACIADELLACICOGNA.IT Orders office will promptly notify the Customer.

Legal terms

This notice contains the legal terms and conditions governing the FARMACIADELLACICOGNA.IT site.

By accessing the FARMACIADELLACICOGNA.IT website, users undertake to accept and agree to comply with all the conditions contained in this declaration. FARMACIADELLACICOGNA.IT reserves the right to ask Users who do not accept or do not intend to comply with these terms, to refrain from using the FARMACIADELLACICOGNA.IT website.
Access to the site and related services is intended for personal use only. Viewing the FARMACIADELLACICOGNA.IT site provides customers with information on the products offered together with the possibility of purchasing them.

Fulfillment of Orders

FARMACIADELLACICOGNA SRL reserves the right to refuse an order if it is unable to rceive a verification from the Customer’s bank. FARMACIADELLACICOGNA SRL reserves the right to refuse orders or to refuse the provision of services to anyone at any time.

End customer

FARMACIADELLACICOGNA SRL has created and published the FARMACIADELLACICOGNA.IT website with the aim of offering a service reserved exclusively for its customers. The products for sale on the FARMACIADELLACICOGNA.IT website are intended for the Final Consumer. By Final Consumer, FARMACIADELLACICOGNA SRL means a natural person who acts for purposes unrelated to his business or professional, legal activity that is not related to the resale of goods purchased on FARMACIADELLACICOGNA.IT Products and goods purchased on the website can not be sold again to any other entity. FARMACIADELLACICOGNA SRL therefore invites users who are not attributable to the category of Final Consumers to refrain from both trying to establish commercial relationships with FARMACIADELLACICOGNA SRL and from sending purchase orders for goods for sale through third parties. Customer Requirements In consideration of the commercial policy described above, FARMACIADELLACICOGNA SRL reserves the right not to process orders for goods whose use is not intended for the Final Consumer or orders that do not comply with the commercial policies described above

Customer Requirements

To place orders on FARMACIADELLACICOGNA.IT customers must:

  • Be the final customer as defined in the Commercial Policy of FARMACIADELLACICOGNA.IT
  • Be at least 18 years old.
  • Possess the necessary requirements to be able to enter into legally binding contracts.
  • Have a valid e-mail address.
  • Have a Verified PayPal account or a bank account

Disclaimer of Liability

FARMACIADELLACICOGNA SRL publishes information on its site in order to provide a service to its customers, however it declines all responsibility for the possibility of any technical or factual inaccuracies and / or typographical errors for which an immediate correction is expected following a report .
FARMACIADELLACICOGNA SRL also reserves the right to make corrections and changes to the site whenever it deems it necessary without giving prior notice.
FARMACIADELLACICOGNA SRL does not offer any guarantee on the compliance of the information published on its site with the laws established by the jurisdiction of the Customer’s country of residence.
FARMACIADELLACICOGNA SRL disclaims any responsibility for any problems, damage or risks that the user may encounter while using the site.
FARMACIADELLACICOGNA SRL guarantees that its site
FARMACIADELLACICOGNA.IT is protected according to international standards for the Internet. If used correctly, the User is protected from the risk of viruses.
FARMACIADELLACICOGNA SRL disclaims any responsibility for any malfunctions related to the deactivation of cookies in the user’s browser.
FARMACIADELLACICOGNA SRL reserves the right to amend / review the terms and conditions contained in this legal notice, by updating it, whenever it deems it appropriate, without any obligation to give notice. The user is required to abide by the terms contained in this legal notice, periodically checking for any updates, changes and corrections.

Italian law

The FARMACIADELLACICOGNA.IT website, adhering to Italian legislation, in particular to the Court of Bologna, declares: “Users who access this site declare that they accept that all matters relating to the use of the FARMACIADELLACICOGNA.IT website are governed by legislation in force of the Italian State. They also declare that they are subject exclusively to the jurisdiction of the Court of Bologna for the previously mentioned issues FARMACIADELLACICOGNA SRL does not guarantee in any way that the content of the site complies with the regulations in force in other countries. Access to the FARMACIADELLACICOGNA.IT site from places where its contents are considered illegal is expressly prohibited Users who decide to access the site from these countries are fully aware of the legal consequences and penalties they risk incurring and will be solely responsible for compliance with local laws.


FARMACIADELLACICOGNA SRL – with registered office in via Emilia 237 – 40068 San Lazzaro di Savena (Bologna) Italy – creator and promoter of the activities available on the FARMACIADELLACICOGNA.IT website, reserves the right to use personal data, provided voluntarily by Users, in compliance of the regulations in force (articles 13 and following of Legislative Decree 196/2003).

Users are therefore invited to periodically visit this section to update themselves on changes related to changes in current legislation.

FARMACIADELLACICOGNA SRL guarantees users that the processing of personal data will be reserved for uses strictly connected and related to the provision and fulfillment of its services, the facilitation of site management and order fulfillment.

The data voluntarily provided by Users will in no case be communicated or transferred to third parties.

In case of payment by credit card, the fundamental information for the execution of the transaction (credit / debit card number, expiration date, security code) will be sent to the body responsible for the processing (in this case Banca di Imola), or possibly to companies responsible for fraud control, using an encrypted protocol, without more parties being able to access it in any way. However, this information will never be viewed or stored by the Seller (FARMACIADELLACICOGNA SRL).

FARMACIADELLACICOGNA SRL adopts adequate security measures in order to minimize the risks of destruction or loss of data, unauthorized access or processing that is not permitted or does not comply with the collection purposes indicated in our Privacy Policy.

However, FARMACIADELLACICOGNA SRL cannot guarantee its users that the measures adopted for the security of the site, the transmission of data and information on the same are able to limit or exclude any risk of unauthorized access, of data dispersion by devices. pertaining to the user. For this reason, we suggest site users to make sure that their computer is equipped with adequate software for the protection of data transmission over the network (for example updated antivirus) and that their Internet provider has adopted suitable measures for the security of transmission. of data on the network.

FARMACIADELLACICOGNA SRL informs that Users can exercise the rights referred to in Article 7 of Legislative Decree 196/2003, set out below in its essential part. Users have the right to request the following information from FARMACIADELLACICOGNA SRL:

  • confirmation of the existence or not of personal data concerning him.
  • clear communication of the data and their origin
  • the reason and purpose of their existence and their use

The request for the information listed above can be renewed with a minimum interval of 90 days, except in those cases where there is just cause: cancellation or modification of such data due to violation of law; cancellation of those data that cannot be used for the reasons for which they were collected.


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