Terms and conditions of sale

Last updated: 29 August 2026

1. WHO SELLS

The products presented on this site and in the PAKOFF application are sold by:

PAKOFF GLOBAL BRAND S.R.L.
Società a responsabilità limitata with a share capital of 50,000 euros
Via Enrico Mattei 2, 27038 Robbio (PV), Italy
Registro Imprese di Cremona-Mantova-Pavia n. 02696200027, REA PV-301916
VAT identification number: IT02696200027
Contact: contacts@pakoff.com

Hereinafter "PAKOFF", "we".

2. A MARKETPLACE, AND A SINGLE SELLER

PAKOFF brings together several partner houses. Products are prepared and dispatched by those houses, but they are sold to you by PAKOFF, which acquires them from the houses and invoices you.

This has one simple consequence, and it works in your favour: your contract is concluded with PAKOFF, not with the house. Any claim is addressed to us, we answer for the legal warranties, and you do not need to know which of our houses prepared your order.

Each house remains liable to PAKOFF for the quality, conformity and traceability of the products it supplies.

3. THE PRODUCTS

Products are described and presented as accurately as possible. Photographs are illustrative and do not form part of the contract.

Caviar and fresh products are perishable foodstuffs, delivered under controlled temperature. Their use-by date appears on the packaging.

Our offers are valid while stocks last. Should a product become unavailable after your order, we inform you and refund the part concerned in full.

4. PRICES AND VAT

Prices are stated in euros, inclusive of all taxes, excluding delivery charges.

The value added tax applied is the one in force in the country of delivery, for the product category concerned. The rate applied appears on your invoice, line by line.

Delivery charges are calculated before your order is confirmed and shown to you before any payment. Depending on the destination and the value of your basket, they may be waived.

We reserve the right to change our prices at any time. Products are invoiced at the price in force at the time your order is recorded.

5. YOUR ORDER

You choose your products, enter your delivery address, select a delivery method, then confirm.

Confirmation constitutes acceptance of these terms and formation of the contract. A summary is sent to you by email.

We may refuse or cancel an order on legitimate grounds: product unavailability, a manifestly incorrect address, failure of payment, or an earlier unresolved dispute. You are then informed and refunded without delay.

6. AGE, FOR ALCOHOLIC BEVERAGES

The sale of alcoholic beverages to minors under eighteen years of age is prohibited.

Where your basket contains such a beverage, you must confirm your age before paying. That confirmation is recorded with the order.

The recipient's age may be checked at the time of hand-over. In the absence of proof, the courier refuses to hand over the beverages concerned. Their price is then refunded to you; the delivery charge remains payable.

7. PAYMENT

Payment is made by bank card, and by the means offered at checkout, in particular Apple Pay and Google Pay. It is processed by Stripe. We never have access to your card details.

YOU ARE NOT CHARGED WHEN YOU ORDER. On confirmation, your bank authorises the amount and holds it, without taking it. The charge is taken only when your order is actually handed over, or taken in charge by the carrier.

If the order is cancelled before that hand-over, the authorisation is released and no amount is taken. How quickly that release appears depends on your bank.

A card authorisation has a limited period of validity, generally seven days. Should your order not be deliverable within that period, we would ask you for a fresh payment rather than keep an expired hold.

8. DELIVERY BY COURIER

In the areas we serve, your order is handed over by a courier. The estimated time is shown to you before confirmation, based on your address and the time of day.

Night deliveries, between 10 pm and 8 am, may be subject to a surcharge and to different delivery times, shown before payment.

Hand-over may take place at a home, in a hotel, aboard a yacht or a jet. You provide the necessary details when ordering.

The courier photographs the parcel handed over. That photograph constitutes proof of delivery.

If no one is able to receive the order, the courier contacts you on the number provided. Failing an answer, the order returns and we agree a fresh hand-over together. A second presentation may be charged for.

9. SHIPMENT BY CARRIER, OUTSIDE THE COURIER AREAS

Is your address outside an area served by our couriers? Your order is then shipped to you, in insulated packaging designed to preserve the cold chain.

Two methods are possible, chosen according to the goods and the destination:

• UNDER CONTROLLED TEMPERATURE, for caviar and fresh products: delivery within one to two working days after dispatch.
• BY EXPRESS, for products that do not require refrigeration: delivery within one to three working days after dispatch.

The carrier chosen, its delivery time and its charges are shown to you before payment, based on your address and the weight of your order. It is that displayed time which governs, and not the ranges above, which are only an order of magnitude.

Times run from dispatch and are expressed in working days. An order placed on a Friday evening or on a public holiday leaves on the next working day.

We ship to Austria, Belgium, France, Germany, Italy, Luxembourg, Monaco, the Netherlands, Portugal and Spain, as well as to Switzerland and the United Kingdom.

As Switzerland and the United Kingdom are outside the European Union, a shipment to those destinations may give rise to customs duties and import taxes, which remain payable by you and are collected by the carrier at the time of hand-over.

The risk of loss or damage passes to you when the parcel is handed over, and not when it is taken in charge by the carrier.

10. YOUR RIGHT OF WITHDRAWAL

This right does not apply in the same way to all of our products, and the law decides it so. Here is the exact rule.

• Perishable foodstuffs: NO WITHDRAWAL.
Caviar, fresh products, canapés and any product liable to deteriorate rapidly are excluded from the right of withdrawal, pursuant to Article 16 of Directive 2011/83/EU. The same applies to any sealed food product unsealed after delivery, for reasons of hygiene.

• Other products: FOURTEEN DAYS.
For accessories, tableware, non-food gift boxes and non-perishable beverages still sealed, you have fourteen days from receipt to withdraw, without giving a reason and without penalty.

To exercise that right, write to us at contacts@pakoff.com before the period expires. You then return the product to us within fourteen days, in its original condition, complete and unsealed. Return costs are borne by you.

We refund you within fourteen days of receiving the product, or proof of its dispatch, by the same means of payment.

11. LEGAL WARRANTIES

Irrespective of any commercial warranty, you have the benefit of the legal warranty of conformity and of the warranty against hidden defects, under the conditions provided for by law.

Those warranties are owed to you by PAKOFF, in its capacity as seller. They are exercised at no cost to you.

12. CLAIMS AND REFUNDS

If your order arrives damaged, incomplete, non-conforming, or if the cold chain appears to you to have been broken, report it to us WITHIN FORTY-EIGHT HOURS of delivery, from the application or at contacts@pakoff.com. A photograph makes handling a great deal easier.

That forty-eight hour period is the one for our internal fast-track procedure. It deprives you of none of your legal rights, in particular the warranty of conformity, which you may invoke beyond it.

Depending on the case, we replace the product, make a partial refund or refund in full, including delivery charges where the entire order is concerned.

Claims involving the cold chain, a courier's conduct or an order not received are handled directly by PAKOFF.

13. OUR LIABILITY

We answer for the proper performance of the contract under the conditions provided for by law.

We cannot be held liable for a failure due to force majeure, to an unforeseeable act of a third party unconnected with the contract, or to incorrect delivery information which you have given us.

No provision of these terms may have the effect of depriving you of the rights the law affords you as a consumer, nor of limiting our liability in cases where the law prohibits it.

14. YOUR DATA

The processing of your personal data is described in our privacy policy, accessible from the footer of the site and from the application.

15. GOVERNING LAW AND DISPUTES

These terms are governed by Italian law.

If you are a consumer residing in another State, that choice does not deprive you of the protection afforded to you by the mandatory provisions of the law of your country of habitual residence.

In the event of a disagreement, we invite you to contact us first: most situations are settled in a single exchange.

Any consumer may use a consumer mediator free of charge. The European online dispute resolution platform is available at the following address: https://ec.europa.eu/consumers/odr

16. AMENDMENT OF THESE TERMS

We may amend these terms at any time. The version applicable to your order is the one in force on the day you place it.