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P R O D U C T S
1. What does "100% Made in Italy" really mean?
Our "100% Made in Italy" promise is a guarantee to you that you are not buying just a label, but an high quality truly Italian product, where the refined design is 100% conceived and produced by our in-house manufacturing process in Italy combining state of the art technology with the passion and skills of local artisans, in the best of Italian tradition.
2. Do products bought on the website come with a certificate of authenticity?
When you make a purchase on www.demilan.com, you are sure to have the original product, as you are buying directly from the manufacturer, a certificate of authenticity will be provided with each purchase.
3. Do products have a warranty?
Yes, all products have a specific limited warranty for all materials. For more information, see "Terms & Conditions of Sale".
4. Do products require any assembly? If so, will it be a problem for me?
Sofas, armchairs, lounge chairs and small cabinets require no assembly, as they are shipped fully assembled.
Table and beds, due to their size and weight, cannot be delivered fully assembled and are composed of a small number of parts, which are designed to be assembled securely and easily by two people without the use of any special tools or skills. Easy to follow assembly instructions are provided in the product package.
5. Can I get instructions for the preservation of products?
Items from the De Milan collection are designed to last, and we want to help you maintain their beauty over time.
To keep your furniture in good condition and ensure maximum longevity, maintenance instructions are included with each item purchased.
O N L I N E P U R C H A S E S
1. Is your site secure?
Our website has security measures to protect the loss, misuse and alteration of the information. All orders are transmitted via secure connections using the SSL encryption (Secure Sockets Layer).
All personal information, including your password login are stored in encrypted format at all times.
Additionally, your credit card details are not processed or stored by us, but by international payment management organizations (Paypal and similar), which have their own additional security systems.
2. How I can place an order?
For your safety, an order consists of a series of simple steps that can be undone at any time until final confirmation:
a) To begin, click on the “Add to Cart” button on the product page. This action does not constitute an actual purchase, it simply places the product in a shopping cart as if you are in a mall.
b) Moving the mouse on the cart you can see the products set apart so far, and change them or delete them by clicking on “View Cart”.
c) When you instead click “Checkout” you can access your account, create an account, or simply complete the purchase as a "guest". This allows you to provide all the details needed to process your order, such as the form of payment and the delivery address.
Please note that for any purchase completed as a “guest” Coupons or Vouchers (see below) cannot be used, as there is no account to relate to. Therefore it would be advisable to log into your account or to create one so that you don't miss out on future discount opportunities.
d) You can now confirm your order by clicking the “Confirm” button. You are prompted to confirm that you have read the “Terms & Conditions of Sale”: it is your responsibility to do so before purchasing.
e) Once you click “Confirm” your order is effective: you will receive an automatic e-mail to the address you provided with all the details and order confirmation code of your order confirmation. It is advisable to check and print the confirmation and keep a copy for your records.
3. Why should I have an account and what are the benefits?
Your account identifies you as one of our valued customers, allowing you:
to access the history of your orders and to track them
to view your detailed bill
to take advantage of discount opportunities on present or future orders, through the use of Coupons and Vouchers. For an extensive description of these discount opportunities please see “Terms & Conditions of Sale”.
to take part to competitions
4. I have an account but I forgot my password. How I can get my password or create a new password?
If you have an account and you have forgotten your password, go to “Login” on any page of the menu, enter the email address you provided when creating your account and click on “Forgot Password”. You will immediately receive an email with a link to set a new password.
5. What payment systems are available?
We currently accept payment by Mastercard, Visa, Switch, American Express, Paypal. Payment via cash, cheque or Diners are not accepted.
6. Can I place my order by phone?
For security reasons the orders can only be made on the site, but if you need more product information or any other details you can contact us by clicking on “Contact Us” at the bottom of any page, we will be happy to assist you personally.
7. Can I order online and then collect the products from my local store?
The goal of the website is to give you the best possible deal for our products. In order to do that we need to cut unnecessary costs to intermediaries, taking care of every step of the sales process, from production to delivery to your home.
Besides, this way you do not have to worry about carrying heavy packages or paying someone to deliver them, since shipping is free in most cases (see "Delivery").
8. Can I buy the products online from anywhere?
You can purchase any product from the collection from most countries in the world, delivered directly to your address.
9. What are the delivery costs?
All products are delivered free of charge throughout Europe and the United States (excluding any island other than UK and Ireland) and USA (excluding Alaska and Hawaii).
For other countries, shipping costs will vary depending on distance and difficulty of transport. If you enter the delivery address, you can automatically see the shipping cost to your country before purchasing the product.
10. Do I have to pay taxes on products?
For shipments to countries of the European Union and to the United States, sale prices include all state and local taxes.
If you wish to deliver the products to other countries, please note that many countries could apply a customs duty or local taxes on imported goods.
We are not responsible for these costs, that are different for each country, and are always borne by the recipients of the goods: it is your responsibility to know the laws in this regard of the country of delivery before proceeding with your purchase.
11. Should I take measurements before purchasing furniture?
When buying any item of furniture it is always important to measure the relevant space properly. If you buy a sofa we also recommend that you measure the doors and route by which the item will be entering the property and the room.
O R D E R S
1. Can I make changes to my order once I have placed it?
You can freely change the size or finish of an ordered product for the first 7 calendar days from your order (including the day of the order) by using the link “Contact Us” at the bottom of any page. This could lead to the creation of a new approximate time period for delivery, which must be accepted by you before we proceed with the change. After this period orders cannot be changed, because the preparation of the product is to advanced.
2. Can I cancel my order?
For your peace of mind when ordering, we give you the opportunity to cancel orders for a period of time before delivery. See "Terms & Conditions of Sale".
3. Can I return a product after delivery?
a) Products "in-stock" can be returned up to 15 calendar days from the date of receipt (including the day of receipt). See “Terms & Conditions of Sale”.
b) Products "made to order" cannot be returned.
4. How do refunds work and how long do they take?
Refunds are made to the same account you used to place your order. For more details please see "Terms & Conditions of Sale".
5. Can I order a sample of fabric, leather or hide leather?
Yes, we offer a sample service for all our lines of upholstery by using the link “Swatches” at the bottom of any page.
D E L I V E R Y
1. When will I receive my order?
On each product page you can see an estimated shipping time for that product.
You will be informed of the date of delivery to your address 7 days before the shipping of the product.
For full details please read the “Terms & Conditions of Sale”.
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2. If I buy various products at roughly the same time, can the products be delivered all at the same time?
Yes, if you wish, by using the link “Contact Us” at the bottom of any page. Please take note that if the products have different production times, your waiting time will be that of the product with the longest delivery time.
3. Can I change my delivery address?
You can change your information by using the link “Contact Us” at the bottom of any page, at any time up to 24 hours after we notify you the date of delivery, that will be 7 days before we actually ship the product.
If you provide your new address after your items have been sent, it may be necessary to organize a new delivery at your cost to be paid in advance.
4. What if I'm not in when you deliver?
If you or a person nominated by you, that must be above the age of 18 years, are not available at the time of delivery, for security reasons we cannot leave the goods unattended at your address and we will have to arrange a new delivery.
This will incur a delivery charge which must be paid in full before the re-delivery can take place.
5. What if only part of my order has arrived? What if my order arrives damaged, defective or incorrect?
We stand behind the quality of products. If you receive a damaged, defective or wrong item, we will try to solve the problem in the shortest possible time.
For a complete review of our quality control policies please see “Terms & Conditions of Sale”.