Since every product is handmade on request, the average lead time is 30 working days.
Taxes and customs fees
All orders outside the EU (European Union) are not taxable.
All goods delivered within most of the EU countries are to be vatable both on the product and the shipping costs.
From July 1st 2021, we apply the VAT rate of the EU country of destination of the goods.
This new law is called "Union One-Stop Shop (OSS)" and you can read more about it at https://vat-one-stop-shop.ec.europa.eu/index_en
At the end of the page you may find the table with the EU VAT rates.
Custom fees, import duties or any associated penalties are of the sole responsibility of the buyer.
Failure to clear customs will result in the return of the goods to the country of origin (Italy). All return costs will be the responsibility of the buyer (shipping costs, duties and re-import taxes). The goods will be shipped again only after the buyer has paid the costs of return and the new export shipment.
And if something is broken?
We always place the utmost care in packing products best possible way but, after we ship them, the delivery becomes a responsibility of the carrier.
To ensure your satisfaction our deliveries are always covered by a full insurance.
If something arrives broken, you only have to email us the photos of the broken pieces and the packaging. We will send you the replacement parts as soon as possible at no additional costs.
Duties of the customer
Customer must always sign on delivery as "goods received unchecked".
After the deliver the customer must check the integrity of the goods and report any damage within the first two days from the delivery date.
The insurance pays only within the first 3 days (otherwise might assume that the damage has occurred lately).
The customer is also required to document the external signs of damage on the box which prove the damage was caused by the shipping company.
U.S. customers read here
According to the "Harmonized Tariff Schedule of the United States" custom fees are 4.5% of the total amount.
For your consideration, you can personally consult the table at the following website of the US International Trade Commission: http://hts.usitc.gov/
The heading for our products is "9405.91.60".
Returns and refunds
Our mission is to guarantee your satisfaction.
All the purchased products can be returned within 14 days from the date of the delivery in order to have a refund (both cash or credit refunds available).
Only authorized returns will be accepted. Goods mustn't have been installed or tampered with.
Shipping and handling charges are not refundable. Customer is responsible for the shipping cost and any import duties or tax back to Italy.
Customer must enclose the proof of purchase and the returned goods must be in resale status, in the original package. For further safety customer should put the original box inside a new one and use an insured shipping service.
Since we are not responsible for lost returns, we suggest to use of a full insured delivery service, such as FedEx or UPS.
The refunded amount will be decided once the condition of the returned goods has been assessed. Full amount is refunded only if the goods are returned in perfect condition.
We do not refund for incorrect, mistaken or custom orders. Order cancellation fees are 35% of the amount paid.
Due to the traditional handcrafting, colors of the pictures may slightly differ from the real ones.
The dimensions specified are not inclusive of chain drop and ceiling fittings.
For any problems at ordering, damaged, mistaken or missing articles, please get in touch with our support staff at:
Email: [email protected]
Tel: +39 351 855 7783
from 09:00 to 18:00, Monday to Saturday CET
Force Majeure Event
We are not responsible for any non-fulfillment of the sales contract, if such non-fulfillment is caused by natural disasters, riots, national strikes, or other unforeseeable event beyond our control.
In the event of a force majeure event, we will try to adopt solutions that allow to remedy, or at least limit, the consequences of the case of force majeure.
EU VAT rates
This is the list of the VAT rates applied for every country of destination:
The factory is closed from 21st December 2023 to 8th January 2024 for the winter holidays.