Frequently asked questions
Short answers to what we are asked most often, with the page that explains the rest.
Photo by Anshu A on Unsplash
Who do I buy from on Orterra?
From the producer. Your contract is with them: their name is on the product page, in the cart and on the invoice, and they pack and ship the parcel. Orterra runs the website and collects the payment on their behalf.
More: About us.
Are the products really Italian?
Only farms and food artisans based and producing in Italy sell on Orterra, with no resellers or importers. Every batch states where its raw material comes from, for example «olives from its 12 hectares in Bitonto (BA)»: without that line the batch does not go on sale.
More: Why only Italy.
How do you know how much a producer has produced?
Every harvest comes in as a batch, with a maximum quantity tied to the hectares, plants or hives it comes from, and the yield must stay within what the land can give. Every batch on sale has a public page showing how much was declared, how much has been sold and how much is left. When it runs out, it is gone until the next harvest.
More: How we order the products.
Which countries do you ship to?
To Italy and Switzerland. For Switzerland prices are shown without Italian VAT, because it is an export; on arrival you pay Swiss import VAT, any duties and the courier’s customs clearance fees, and we tell you so clearly before you pay.
More: Shipping.
How much does shipping cost?
It is calculated for each producer, based on weight and destination, and you see it in the cart before you pay. Some producers ship for free above a certain amount: when you are close, the cart tells you.
More: Shipping.
Why does my order arrive in several parcels?
Because each producer ships what they sold, from their own address. An order with products from three farms means three parcels, each with its own tracking; on your order page you find them listed separately, each with its own status.
More: Shipping.
How long does delivery take?
Each producer declares how many working days they need to pack the parcel: the number is shown on the product page and in the summary before you pay, and it counts from when the payment goes through. For pre-order products, the delivery date promised on the product page applies.
More: Shipping.
How can I pay?
By card, including Apple Pay and Google Pay. For some orders a bank transfer is also available: if yours allows it, you will find it among the methods when you pay. With a bank transfer the goods are held for you until the date shown, and the producer starts preparing them when the transfer arrives.
Do I need an account to buy?
No, you can buy as a guest: you receive a personal link to your order by email, which you use to follow it. With an account you find all your orders in one place, follow your parcels, and your details are ready next time.
More: Create your account.
Can I return a product?
You have fourteen days from delivery to withdraw, without giving a reason: you do it with the button on your order page and receive a receipt by email. We refund the price of the products and the standard shipping; the return cost is yours. Sealed food you have opened, products that perish quickly and those made specially for you cannot be returned: every product says so before you buy.
More: Returns and withdrawal.
What do I do if the parcel arrives damaged?
Accept it with a written reservation on the courier’s delivery note, for example «accepted with reservation, packaging damaged», before signing, and write to us straight away at info@orterra.it with a photo. Without that line the courier considers the parcel delivered intact.
More: Shipping.
Are the reviews genuine?
Only people who received the parcel can write them: the invitation arrives by email seven days after delivery, tied to that order. A person reads every review before it is published, and a review is never rejected because it is negative.
More: How reviews work.
How does Orterra make money?
Through a commission on sales, paid by the producer. We do not sell advertising space and no producer can pay to appear higher up: the order in which you find the products is not for sale.
More: About us.