frequently asked questions

Have a question? You can find the answers for the most common questions asked by our customers.

  • About the order
  • About the Coffee

How do I know that my order has been successfully completed?

Once the order is completed correctly, you will receive a confirmation email with the order number and a list of the products ordered. In case it appears as "pending" or "canceled" it would mean that it has not been completed correctly.

I was wrong to put some information in the shipment

 Write to customerservice@viaggioespresso.com indicating the order number and the data that you have to modify.

When will I get my order?

For orders made from Monday to Friday before 4pm, they will leave that same day, for orders after that time, they will leave the next working day and for orders made Friday after 4pm, Saturdays, Sundays and holidays, they will leave the next business day .Contact us if 7 days have passed since the date of placing the order and you have not received it yet.

How long will it take to get my order?

The delivery time is between 48-72h counting working days.

Does shipping costs exists?

 Yes, there are shipping costs. However, at present, freight costs are included in our prices from orders over € 17.00. For shipments to the Canary Islands, Ceuta and Melilla, customs charges are not included.

 Does Viaggio Espresso offer free shipping?

 Shipping is free for orders starting at € 17.70

What payment methods do you offer?

Orders placed through the website are paid via Paypal or Stripe (Visa, MasterCard or American Express) while orders placed by telephone can also be paid by bank transfer and cash on delivery with a supplement of € 3.

Can I make the invoice in the name of a company?

Send us an email to customerservice@viaggioespresso.com with the order number and your complete billing information with the email address where you want us to send you the invoice of your purchase.

What do I have to do if my product has arrived in poor condition, incomplete or with a problem?

First of all, if this happens, we apologize and thank you for contacting us to explain the problem you have found in our product. To work immediately to solve it as soon as possible, always keep the product in the original state.You should send an email to customerservice@viaggioespresso.com with the following information: - Pictures of the product in poor condition- Batch number (figure in the part back of the product or on the side) - Description of the problem - Personal information to get in touch with you (phone and full address) We will contact you as soon as possible to give you the best solution.

I have not received all the product or the product is not the one I ordered

If only part of your order has arrived, please contact us by email at customerservice@viaggioespresso.com or by phone 93.171.20.10 in order to get in touch with our transport company and give you the best solution. product does not match the one you ordered, we will give you instructions so that you can return the product at the moment that our transport delivers the correct order that we will send again.

How can I cancel or modify my order?

 Send us an email to customerservice@viaggioespresso.com with the order number or call us by phone at 93.171.20.10.

 I want to return the product What should I do?

You have the right to withdraw from the request within 14 days without the need for justification. The withdrawal period will expire after 14 days starting from the day you processed the order. To exercise the right of withdrawal, you must notify us by email customerservice@viaggioespresso.com your decision to withdraw from the order through an unambiguous statement. You can use the withdrawal form model below, although its use is not mandatory. Once notified by email, you must send us the package you want to return, when we receive it and verify that it is in optimal conditions, we will refund the amount of the purchase.

Withdrawal model (You must only fill in and send this form if you wish to withdraw from the contract)

- Attention of Balnes Europe S.L. (hereinafter BALNES) 

 - Carrer Can Pobla, 6 

 - Pol. Ind. Can Roqueta 08202- Sabadell (Barcelona) Spain


- I hereby communicate / communicate (*) that I desist from my / we desist from our (*) contract of sale of the following good / benefit of the following service (*)

- Order the / received the (*)

- Name of the consumer or consumers

- Direction of the consumer or consumers

- Date

Are the capsules compatible with my Nespresso machine?

Our capsules are compatible with all currently used Nespresso * home use coffee machines and also those discontinued.

* Brand of a company not related to Balnes Europe S.L

Is the product suitable for coeliacs?

The coffee itself does not have gluten. According to the Celiac Association, it does not make sense to label 100% natural coffee as Gluten free because coffee is gluten-free by nature.

Las cápsulas contienen BPA?

In the capsule data sheet it is indicated that they do not include the Bisphenol A (BPA) component, therefore we can assure that they are BPA free.

What does the Rainforest Alliance certification mean?

Rainforest Alliance guarantees that coffee crops are managed in accordance with rigorous sustainability standards. The Rainforest Alliance works to conserve biodiversity and ensure sustainable livelihoods through the transformation of land-use practices, business practices and consumer behavior.

Is Viaggio Espresso Kosher?

Yes, VIaggio Espresso is certified by OU Kosher.

What procedure to decaffeinate uses Viaggio Espresso? 

Viaggio Espresso removes more than 99.9% of the caffeine in green coffee using water as a solvent. This is known as the Swiss Water® or Mountain Water Decaf® decaffeination process depending on where the process is performed.

Where do the coffees used in the Viaggio Espresso capsules come from?

The coffees used by Viaggio Espresso for our permanent range are obtained mainly from twelve countries: Brazil, Colombia, Honduras, Mexico, Ethiopia, Uganda, Kenya, India, and Vietnam.

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