Whatever product you purchased, we want you to have the best service possible. All items will travel with a shipping insurance.
Standard delivery is to street level and we deliver worldwide within 6-8 working days (delivery time may vary according to product size and the availability of the item in stock).
For some products, we offer floor delivery and haul away of debris. In addition, you can ask for an extra assembly service. Please contact our Customer Service to know if this option is available in your country: call +390823971916 or send an email to [email protected]
We also provide ship transport by sea cargo, but only for some countries and for voluminous packages. The estimated delivery time is about 30-35 days (delivery time may vary according to destination).
For out of stock products, waiting times don’t include days from August 1 to August 27, while for in stock products shipments occur regularly with the exception of 14/15/16 August.
To deliver we rely on international companies, such as TNT EXPRESS or DHL, to be sure that you will have the best service possible and will be able to track your delivery.
Please note, though, that all delivery dates are estimates only and do not include holidays and extended holidays.
We usually deliver the products of your order all together. If you prefer and if it is possible, we can ship the products in stock straight away – you won’t have to pay extra for this service.
If possible, in-stock products will be delievered the very same day of your order; the other items will be sent out as soon as they are delivered to our warehouse.
PICK UP FROM OUR SHOWROOM
You can book an appointment to collect any product in stock from our warehouse, even when their destination is outside the European Union. In this last case, the invoice won’t include the VAT, and the customer will be the only one responsible for the export declaration. For this kind of destinations, Franchino Home Design will only accept couriers that specialize in shipping outside the EU, thus refusing any national courier service or personal pickups. Our Customer Service can contact the courier chosen by the customer to verify that the actual destination is outside the EU and it will also be able to suspend the order until the customer will pay the VAT. Franchino Home Design will return the amount once we receive the export documents.
DELIVERY COST, DUTIES AND TAXES
Shipping cost is available during checkout process.The final cost we provide includes standard shipping to your address, street level. With regard to custom duties and fees and local taxes (VAT), when owed, our courier’s customs broker will contact you by phone or email as soon as the goods arrive to inform you about the amount and payment methods, providing step by step assistance.
For any further information, please contact our customer service calling +390823971916 or sending an email to [email protected].
It’s the buyer’s responsibility to pay customs duty and the shipping cost we provide does not include customs duty (import taxes) and clearance charges in the final destination. Customers will have to pay them prior to the delivery of their package or at the time of the delivery.
When the products ship, you will receive an email with the courier tracking number, so you can check where the order is at. You can follow your delivery on the following websites:
DAMAGE IN TRANSIT
Our team will check that every item in your order is carefully packed before shipping. However, damages in transit can happen, so we ask you to please check the products very carefully.
What to do in case some product(s) got damaged in transit?
In case your order arrives damaged, we recommend that you refuse to accept the damaged goods or sign the delivery slip with the note “product damaged/broken”.
Please inform the carrier as well as our Customer Service immediately in written form about the damages within 4 days upon receipt. You can write an email to [email protected]
What to do if you accepted the goods despite our recommendation and they happen to be damaged?
In this case we ask you to please send us some photos of the damage by email stating your invoice number, so that we can send a damage report for our insurance in the right time and in the right form. At the same time we will arrange the return of the goods with you.
For further information or for some special request, please contact our customer service calling +390823971916 or sending an email to [email protected].
ALTERNATIVE DISPUTE RESOLUTION
Since 15 February 2016 a new online platform launched by the European Commission is available to help consumers and traders solve online disputes over both domestic and cross-border online purchases. To access the Online Dispute Resolution (ODR) platform click on the following link: www.ec.europa.eu/consumers/odr