Orders and Shipping
When will you ship my order? And when will I receive it?
Every order is processed by our logistics platform within 1 business day. If placed by 3:00 PM, it ships the same day.
Delivery typically takes 2–3 business days for central and northern Italy, and 4 business days for southern Italy and the islands.
Pre-order products (always indicated on the product page) are shipped starting from the date specified on the respective product page, subject to availability and following the standard delivery times mentioned above.
However, the estimated delivery times are indicative and not binding, as deliveries are handled by external couriers operating throughout the country. “Fratelli Desideri Srl” reserves the right to postpone shipment if the order cannot be shipped for reasons beyond our control.
Which shipping carriers do you use?
All orders placed on the Fratelli Desideri website are shipped via the following carriers:
• Amazon Shipping (Northern and Central Italy)
• GLS (Southern Italy, islands, and international destinations)
• BRT (Southern Italy, islands, and international destinations)
The selection is made directly by our logistics platform. Since Fratelli Desideri does not have its own couriers, it is not responsible for any delivery issues (e.g., packages left with neighbors or taken directly to a pickup point).
Why hasn't my package arrived yet?
Standard delivery of an order may sometimes be delayed. In the event of an incorrect delivery address, exceptional circumstances (strikes, natural disasters), or during peak seasons (e.g., Christmas, Black Friday, sales), delivery times may be longer.
In the event of a failed delivery, the Amazon Shipping carrier will make 3 additional delivery attempts before returning the merchandise to the sender.
How can I track my order?
Once your order has been shipped, you will receive an email containing a tracking code that allows you to track the entire delivery process. You can also check the status of your shipment on your account page.
I entered the wrong address. Can I change it?
As noted on our checkout page, once an order has been confirmed, it is not possible to correct an incorrect shipping address.
Please send an email immediately to: ciao@fratellidesideri.com to see if changes can be made before the order is processed.
How can I update my registered shipping address?
You can update your default shipping address for all orders on the Addresses page in your account.
How much are the shipping costs?
For Italy, shipping costs are €6.90 for all orders under €99.00; shipping is free for orders over that amount and for the redemption of certain products.
For holders of partner vouchers, shipping costs are always charged, even for orders over €99.00.
My order is missing. What should I do?
If your order has been lost or the tracking number has not been updated for more than 14 days, please contact us at: ciao@fratellidesideri.com.
Our customer service team will arrange for a new shipment at our expense (subject to verification of loss) or issue a refund.
My order arrived damaged. What should I do?
If the product is damaged, please send photos of it to ciao@fratellidesideri.com and keep the damaged item in case you need to return it.
We will contact you as soon as possible to resolve the issue and discuss the details for a refund or a new shipment.
Payments
What payment methods do you accept?
We accept major credit cards from American Express, Maestro, MasterCard, and VISA, as well as digital payment methods such as Apple Pay, Gpay, PayPal, Scalapay, and UnionPay.
We do not accept bank transfers or cash on delivery.
Is the payment secure?
Online payments on our website are completely secure, and we guarantee their confidentiality. The transaction is processed directly through our payment partner: PayPal.
All payment information is protected by 3D Secure technology and is not shared with anyone, not even with Fratelli Desideri.
Can I pay in installments?
Yes, you can pay for your purchases in installments by selecting PayPal or Scalapay as your payment method.
How can I view my order history and invoices?
To view your order history and related purchase invoices, simply go to the dashboard of your account.
How can I get a refund?
To receive a refund, you must submit a specific request via email to: ciao@fratellidesideri.com.
The time it takes for the refund to be credited will depend on the payer’s bank.
Fratelli Desideri reserves the right to evaluate each case individually based on its specific circumstances.
Can I exercise my right of withdrawal?
For non-perishable food items, you may exercise your right of withdrawal within 14 days of receiving your order, in accordance with Legislative Decree 206/2005 of the Consumer Code for online purchases.
For more information, please refer to Section 11 of our Terms and Conditions of Sale (Right of Withdrawal).
Meal kits
What are meal kits?
Meal kits are convenient boxes containing all the ingredients, pre-portioned, needed to prepare a recipe in just a few minutes at home.
Specifically, Fratelli Desideri’s meal kits allow you to recreate the signature dishes of Michelin-starred chefs, using the finest Italian ingredients, in a way that is intuitive and accessible to people of all ages.
What kind of meal kits do you offer?
The meal kits called “Le Cene Stellate” are boxes and tube-shaped containers (for 2 or 4 servings) containing recipes from Italy's top Michelin-starred chefs.
The meal kits called “Mystery Box” are boxes for 4 servings containing the official recipes of the winners of the cooking show MasterChef Italia.
What do I need to cook meal kits?
Nothing! Each meal kit contains all the ingredients you need, already measured out and ready to cook.
All you need are some basic kitchen utensils, a stovetop, and water.
Are there meal kits available for people with celiac disease?
The meal kits made with ingredients that are completely gluten-free are: Zio Bricco's Gnocchetti and Il Pesto del Re.
L'Oro di Milano and Vecchia Latteria are also gluten-free, but cross-contamination with other ingredients cannot be guaranteed.
Although not part of the “meal kits,” The Detox Suite is gluten-free.
Are there meal kits available for vegetarians and/or vegans?
The meal kits made with plant-based ingredients are: Sunset Rice, Il Porcino ha l'Oro in Bocca and Alchimia di Montagna.
We do not offer vegan meal kits.
Although not classified as a “meal kit,” The Detox Suite contains exclusively natural and plant-based ingredients.
How should meal kits be stored?
All of our meal kits can be stored at room temperature.
Once the individual ingredients have been opened, we recommend storing them in the refrigerator and consuming them within (see the instructions on the packaging for each individual ingredient).
When does a meal kit expire?
Each Fratelli Desideri meal kit displays an expiration date on its product page; it is recommended that the product be consumed by that date.
Since the ingredients are freeze-dried, the product can be consumed up until the expiration date without any loss of flavor or nutritional value.
Note: At the time of purchase, customers are responsible for checking the expiration date of the product they intend to buy.
How do I follow the recipe for a meal kit?
Each meal kit and capsule includes a paper leaflet detailing all the steps to cook your recipe quickly and easily.
You can follow the video recipes with the chefs directly on our YouTube channel by scanning the QR code on the leaflet or, alternatively, from the Video Recipes page.
All video recipes are available with audio and subtitles in Italian and English, accessible to the blind and deaf as well.
Can I customize the meal kits?
Per la vendita B2C, non si effettuano personalizzazioni del packaging dei meal kit.
Per la vendita B2B, si può fare richiesta scrivendo una mail all'indirizzo: ciao@fratellidesideri.com.
Gift boxes, gift cards & Smartboxes
What's the difference between a gift box and a gift card?
The Gift Boxes available for purchase on our website are convenient gift sets that entitle you to a range of exclusive benefits on fratellidesideri.com.
Each gift box contains a gold voucher featuring a QR code that can be used to redeem a meal kit (a Michelin-starred dinner or a Mystery Box, depending on your choice).
Gift Cards are gift cards that can be used exclusively on fratellidesideri.com and are divided into “Web Gift Cards” and “Gourmet Gift Cards”.
Web Gift Cards allow you to use a credit toward future purchases on fratellidesideri.com.
Gourmet Gift Cards allow you to book a lunch or dinner at the Michelin-starred restaurants of the chefs on our roster.
Note: All gift cards are digital; therefore, there are no physical copies.
What is the expiration date for the gift boxes?
All Gift Boxes purchased on fratellidesideri.com are valid until April 30, 2026. You can therefore redeem your meal kit until that date.
I received/purchased a gift box. How do I redeem it?
To redeem a Gift Box, simply:
- Scan the QR code printed on the card inside the package (or, alternatively, go to the page Redeem your Gift Box!)
- Add the corresponding meal kit to your cart and proceed to checkout
- Enter the alphanumeric gift code shown on the back of the card (e.g., GB1234-xxxxxx) in the “Discount code or gift card” field
The meal kit will automatically be discounted by 100%, and you can have it delivered to your home for free.
I received/purchased a gift box, but the corresponding meal kit is out of stock. What should I do?
If the meal kit to be redeemed via Gift Box is out of stock, you can request a replacement with one that is currently available and of equal value by sending an email to ciao@fratellidesideri.com.
Does the right of withdrawal apply to Gift Boxes?
You may exercise your right of withdrawal for Gift Boxes up to 14 days from the date of receipt, in accordance with Legislative Decree 206/2005 of the Consumer Code for online purchases.
You may not exercise your right of withdrawal if the code contained in the Gift Box has already been used.
How can I give a digital gift card?
When you purchase a Web Gift Card from our website, an email containing the virtual gift card with the corresponding amount will be sent to the purchaser's email address.
The purchaser can then forward it to the recipient's email address.
What is the expiration date for Web Gift Cards?
Online gift cards are valid for 6 months from the date of activation. No extensions or refunds will be granted.
Which products can be purchased with a Web Gift Card?
With Web Gift Cards, you can purchase any product on the website, with the exception of Gift Boxes and Gourmet Gift Cards.
Can Web Gift Cards be combined?
No, Web Gift Cards cannot be combined with other Gift Cards issued by third parties or with other promotional or payment codes.
Can Web Gift Cards be split into smaller amounts?
No, online gift cards cannot be split up; they must be used in a single purchase. If the total amount in your cart exceeds the value of the gift card, the difference can be paid by credit card or PayPal.
I purchased a Gourmet Gift Card. How can I make a reservation for lunch or dinner?
Once you have purchased a Gourmet Gift Card for your preferred restaurant, please send an email to customerservice@fratellidesideri.com with the guest’s details.
Our concierge service will assist you with the reservation process.
How far in advance can I make a dinner reservation?
Reservation availability depends on the individual restaurants’ schedules. Any preferences you express must therefore be reviewed by our concierge service.
How many people can use a Gourmet Gift Card?
All Gourmet Gift Cards are valid for one person only. For a lunch or dinner for two, you will therefore need to purchase two Gift Cards.
I purchased/received a Smartbox. How do I redeem it?
To redeem a Smartbox, please send an email to ciao@fratellidesideri.com with the two codes included in the voucher: the gift certificate code (9 digits) and the confirmation code (3 digits).
Afterward, our representative will inform you of the offer’s contents and the available options.
I received/purchased a Smartbox, but the corresponding meal kit is out of stock. What should I do?
If the product(s) to be redeemed via Smartbox is/are out of stock, you can request a replacement by sending an email to ciao@fratellidesideri.com. The customer service representative will inform you of the currently available replacements of equal value.
Newsletter and Discounts
How can I get exclusive discounts and special promotions?
To receive exclusive discounts and special promotions, please sign up for the Fratelli Desideri newsletter using the form at the bottom of the page, in the footer.
This will allow you to receive special promotions, coupons, and early access to offers on the website.
How can I get 10% off my first order?
To get a 10% discount code on your first order, simply sign up for our newsletter using the form at the bottom of the page.
The code will be sent to you by email shortly after you sign up.
I received a promotional email. How do I take advantage of the discounts?
To take full advantage of the discounts in our email campaigns, you must click on any of the images in the body of the email you received.
This will automatically apply the offer at checkout.
How can I tell if my discount was applied correctly?
You can verify that the discount has been applied correctly directly from your shopping cart and the checkout page.
Can I still take advantage of the offers even though the promotion has expired?
Every offer in our email campaigns is time-limited, as specified in the text and indicated by a timer at the bottom of the email. Therefore, you cannot take advantage of these offers once the time limit has expired.
Why am I not receiving promotional emails even though I'm subscribed to the newsletter?
Sometimes, email providers mark newsletter emails as spam.
If you are subscribed to our mailing list but are not receiving our promotional emails, we recommend checking your Spam folder and adding the address ciao@fratellidesideri.com to your list of trusted senders to ensure you receive our messages.
Why is the final price different from the one listed in the email?
The discounts in our promotional emails apply to the full price of our products and are in addition to any existing discounts. Therefore, if a meal kit already has a 20% base discount and an additional 30% coupon is applied, the total discount will be 50%.
Can I unsubscribe from your newsletter?
You can unsubscribe from the Fratelli Desideri newsletter by clicking the “Unsubscribe” button at the bottom of any promotional email.
B2B and Resellers
Do you have any physical retail locations?
Yes, you can view the list on the Resellers page.
Can I become one of your resellers?
Absolutely! Please send an email to: ciao@fratellidesideri.com with the subject line “Reseller - Business Name”.
Our sales department will be happy to assist you.
Still haven't found a solution?
Send an email to ciao@fratellidesideri.com and we'll be glad to help you!