FAQs

  1. Who are Intervino?

Nutella are working with Intervino to fulfil all orders placed at https://www.nutella.com/personalisedjar

Intervino are a specialist personalisation and fulfilment company and will take payment, create and dispatch your order. They will also handle any customer service related to the site or your order. Their friendly team can be contacted at nutella@intervino.co.uk or by calling 01507 602101 (offices are open 9:00am – 5:00pm Monday to Friday).

  1. Where is my order?

Once your order has shipped, we’ll send you a confirmation email.

If you have trouble or haven't received your products on time, you can contact our friendly delivery team at nutella@intervino.co.uk.

 

  1. When can I expect my order?

Shipping takes approximately 5-7 business days. We'll notify you once your order is dispatched.

  1. I’ve noticed a mistake! Can I change my order?

We can amend your delivery details so long as we have not shipped your order. We are unable to amend your personalisation unless notified within 2 hours of placing your order. Any questions or queries please contact our friendly Customer Services Team at nutella@intervino.co.uk or call 01507 602101 (our offices are open 9:00am – 5:00pm Monday to Friday).

  1. How can I pay?

We accept all major Debit and Credit cards. You can also pay using Paypal.

  1. Can I order items to be delivered outside the UK?

Unfortunately, we are unable to ship internationally and can only deliver to the UK.

  1. What if my order is incorrect/damaged on delivery?

If you find an issue with your order please let our friendly Customer Services Team know as soon as possible. You can contact them at nutella@intervino.co.uk or call 01507 602101. Please note you will need to provide a photograph of the issue and having received proof of incorrect/damaged or defective products we will either refund you or offer you a replacement. You will receive a refund within 5 working days.

  1. I have received a cancellation email due to my personalisation.

There are rules in place which may restrict the use of what will be allowed on the jar, such as trademark infringement, legal reasons or potentially being offensive to other people. We have a list of over 300,000 words and we have done our best to ensure we have covered everyone’s names. However, some names, for example, those with double meanings may be excluded.

If you think this is an error, can we ask you to email our consumer care team (nutella@intervino.co.uk) and they will be able to assist you further.

ABOUT NUTELLA/FERRERO

  1. product related query?

Our Customer Service team can help with product enquiries about Nutella. Please email:  nutella@intervino.co.uk or call 01507 602101