FAQ

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Order processing includes: registering the order after payment, adding it to the list of previously registered orders, replenishing the product if it is not in stock, checking the product, packaging the product, preparing a shipping label, and handing over the shipment to the courier.

Orders are generally processed within 3 business days of receiving payment, however, we strive to fulfill orders the same day whenever possible.

Once the goods have been picked up by the courier, it is not possible to change the shipping address or cancel the order.

Shipping and delivery times for products entrusted to a courier vary from 1 to 5 business days.

Deliveries are made Monday through Friday.

Delivery times are indicative only and are not binding. Shipments are handled by external couriers (e.g., Poste Italiane Group, SDA, GLS, BRT, UPS, DHL, MailBoxes, etc.), so we cannot guarantee a specific delivery date, only an approximate timeframe.

Deliveries are subject to undetermined changes during holidays, unexpected or planned carrier strikes, shipment management issues with the courier, or significant weather conditions.

Deliveries may be delayed if the shipping company encounters management issues: e.g., misdirected shipments to other regions, lost shipments, adverse weather conditions, locations not served daily, delays during the Christmas period, delays during the Black Friday period, etc.

Shipping costs vary based on the weight and volume of the products and are automatically calculated from the website or sales platform's cart.

Shipping costs vary based on the total/final weight/volume of the shipment; it makes no difference whether it is a single or multiple-package shipment.

Shipping costs do not include floor delivery, delivery by appointment, Saturday delivery, delivery to large-scale retail outlets, delivery at a specific time, mandatory telephone contact from the courier, or other additional services.

We strive to clearly indicate shipping costs when placing the order. If this is not possible when placing the order, the customer will be notified via email of any additional costs for shipments to smaller or remote locations before the order is processed. Shipments to Sardinia, all smaller islands, and remote/outlying locations listed as such by couriers (e.g., VENICE) are often subject to increased charges. After reviewing the shipping surcharges, the buyer can pay the balance as indicated or request cancellation of the order, which will result in a full refund. These shipping surcharges are not our responsibility, but are imposed by the couriers.

Free shipping is a special promotion we offer on certain products or during certain periods of the year on all or part of our catalog.

If purchasing multiple products, the cart will calculate the shipping costs for the items not eligible for free shipping.

If an item is returned for free shipping, the shipping cost will not be refunded and will be the buyer's responsibility.

Storage costs for repeated failure to deliver to the address indicated at the time of ordering or for any address errors not attributable to us will be borne by the buyer.

If the shipment is held for storage, it will be held at the courier's branch or post office until the end of the storage period. If the buyer does not settle the storage and return costs by bank transfer or PayPal during this storage period, the shipment will be returned to the sender, and all storage and return costs will be deducted from the transaction refund. If there is a difference between the storage/return costs and the purchase transaction total, no refund will be issued and the remaining balance will be required.

Storage and return/return costs due to repeated failure to deliver to the specified address, failure to show up for the second delivery, expiration of the terms without sending redelivery or collection instructions (in compliance with the timeframes established by each carrier), or any address errors not attributable to us, will be borne by the buyer and must be paid by bank transfer or PayPal.

If the customer fails to collect the ordered goods within the storage periods established by the relevant courier and if the goods are in storage at the courier's warehouse or post office due to repeated failure to deliver to the address indicated by the customer when ordering, the goods will be returned to the sender and the buyer will be charged for the shipping and return costs to our warehouses.

Upon delivery of the goods by the carrier, the recipient is required to check:

- that the number of packages delivered corresponds to that indicated on the transport document;

- that the packaging is intact, including the sealing tapes;

Please note that pursuant to Legislative Decree 22/5/1999 No. 185, the goods travel at the recipient's risk. Therefore, if the goods are not accepted subject to inspection, no complaint can be made to the carrier.

Pursuant to Article 63 of the Consumer Code, in the event of tampering, breakage, or even minimal damage to the packaging, the recipient must immediately contest the shipment and delivery by writing "RESERVATION OF INSPECTION OF GOODS FOR ... (indicate the reason. For example: Acceptance subject to inspection due to damaged packaging/broken cardboard/damaged tapes/torn film/wet package/etc.)" on the delivery document received from the carrier.

The "SPECIFIC RESERVATION" label allows the recipient to inspect the goods later, as the courier, by law, does not allow the package to be opened until the delivery has been signed for. It is therefore understood that, once the delivery document has been signed without any dispute, the recipient/buyer will be barred from any complaints regarding irregularities in the external or internal characteristics of the goods delivered.

The wording "accepted subject to inspection," "with reservation," or "with reservation, package intact" constitutes "general acceptance with reservation" and is NOT sufficient grounds for filing a complaint. Claims for damage to goods accepted without specific inspection reservation will not be accepted.

To protect our customers, we always recommend accepting shipments with a specific inspection reservation.

The buyer must immediately confirm via email that they have accepted the shipment subject to inspection and report any damage to the goods within 3 days of receiving the shipment. Any damage reported must be documented photographically.

For shipments of cabinets, furniture, chests, stoves, and plastic, resin, metal, or glass products, we always ask that you accept the goods with a specific product inspection reservation.

The company is not responsible for damage to the goods if the above procedures are not followed.

When opening the package, the customer is always required to check that the product received corresponds to the one ordered before using it.

The shipping address is the address where the order will be delivered.

We therefore ask you to carefully fill out the delivery address, indicating:

First Name:

Surname:

It is important to indicate the exact name on the intercom (or the extension number, if applicable) and/or doorbell if different from the name of the person making the purchase.

Ex: Mario Rossi c/o Guido Bianchi

Ex: Mario Rossi intercom 2

Company: Please indicate the name if the delivery is being made to a company/commercial establishment/other.

Ex: Azienda Bianchi spa c/o Mario Rossi

Ex: Mario Rossi c/o Bar Verdi

Address: Street/Square/Locality/Fraction/etc.

Street Number: If there is no street number, always specify SNC.

Postal Code:

City:

Province:

Telephone: You must register at least one telephone number, preferably a mobile phone, as couriers rarely contact a landline.

Note:

It is not possible to include two addresses on the courier's shipping note. It is therefore important to provide only one shipping address.

Regarding shipping notes, we recommend being very brief, as billing systems allow for limited wording.

If a different name is listed on the intercom or the shipment is to be sent to a company/business/office/other, you must provide the name to identify the destination and avoid any confusion with the courier.

If the name on the intercom/bell is different from the one indicated, or if the shipping address does not explicitly state that the delivery is to a business/commercial establishment/other, the courier will be unable to complete the delivery and the shipment will be held for storage with the reason "Unknown address or incorrect address."

This circumstance will be considered an address error for which we are not responsible, and consequently, the costs of storage due to the impossibility of delivery to the address indicated at the time of ordering will be charged to the buyer.

The shipment will be held at the courier's designated branch or post office until the end of the storage period. If the buyer does not pay the storage and return costs by bank transfer or PayPal during this period, the shipment will be returned to the sender, and all storage and return costs will be deducted from the transaction refund. In the event of a difference between the storage/return costs and the total purchase transaction, no refund will be made and the remaining balance will be requested.

If the postman or courier doesn't find you at home even after the second attempt, they will leave a notice in your mailbox indicating the day from which you can go to the post office or factory to collect the package in person.

The legal warranty lasts two years, while the deadline for reporting a defect is two months from its discovery, for a total of twenty-six months from delivery of the goods (24 months for the discovery of the defect + 2 months for reporting it).

For those who purchase with an invoice, the warranty is one year; the deadline for reporting a defect to the seller is only eight days, and the right of withdrawal is not available.

At the time of purchase, the bank authorizes only the purchase amount. The amount for the products is actually charged to the customer's credit card the day after shipment and the invoice is issued.

Is it possible to pay by bank transfer?

No, it is not possible to make changes, except to request cancellation if the order has not yet been processed.