Frequently Asked Questions
DO YOU HAVE ANY QUESTIONS?
Here are the answers…
1) 📘 CATALOGUE — One-of-a-kind pieces, made to measure
An image has surely caught your eye… Good, but know that what our catalogue doesn't show you is the next creation.
In our philosophy and way of being, we value unique pieces… the next one could be yours.
Take inspiration from what you've seen on our website or elsewhere: send us a photo, a sketch, a drawing, and we'll discuss together the possibility of tailoring your furniture to your needs.
2) 🛠️ CUSTOMISATION — How can I customise?
If your question is: "Can I customise a product from the catalogue?"
The answer is yes! You can personalise it in every aspect: dimensions, colour, accessories, shape, finish… and anything else you can think of.
(The only limit? Our creativity and yours!)
3) 🧾 THE QUOTE — How can I request one?
📱 Via WhatsApp
Attach a photo of what you like and indicate the measurements. You can also send us a sketch or drawing (JPG, JPEG or PDF format).
Don't forget to specify the finish, colour or accessory customisation.
📩 You can also contact us by email at ilbaule@ilbauledinonnaelvira.it with the same information.
4) 🏭 CAN I SEE THE FURNITURE IN PERSON?
Furniture and furnishing accessories currently being made can be viewed during production at our carpentry workshop. Contact us to arrange a visit.
On our online showcase and social media channels you can also find photos and videos of our work, including during the production stages.
5) 🚚 DELIVERY
Delivery times for handcrafted made-to-measure kitchens and furniture
All furniture in the Store is handcrafted and reproduced on request, with production and delivery times agreed with the customer.
Delivery times generally range between 20 and 30 working days from the order date.
Delivery times for handcrafted furnishing accessories
By handcrafted furnishing accessories we mean all items that we make to order and ship in a short time: wooden and metal stools, small tables and coffee tables, kitchen wall units, various shelves, metal and wood accessories.
Delivery usually takes place within 5–10 working days from the order date.
Delivery times for standard items (non-handcrafted)
Our production is almost entirely handcrafted, but in some cases we select and resell standard items from industrial production — such as stools, seats or other accessories — always clearly indicated as "standard items".
For these items, order fulfilment is faster and generally takes place within 2–5 working days.
🚚 Packaging and delivery
We carefully package every item using cardboard boxes or pallets of various sizes, depending on the product purchased. Delivery is entrusted exclusively to selected couriers, who guarantee safe and careful transport.
Unless otherwise agreed, delivery of bulky items is made to ground floor level, provided it is accessible by lorry.
🛠️ Delivery with assembly
For furniture with agreed assembly, delivery is made using our own vehicles, accompanied by our fitters. They will handle delivery to the required floor (if necessary) and on-site assembly.
In this case, production, transport and assembly times are defined in the contract and clearly indicated in the overall quote.
6) 📦 DO YOU SHIP ABROAD?
We ship primarily to central Europe. Customers further afield can also request made-to-measure furniture: the customer simply needs to cover all transport costs, any delivery to upper floors, travel expenses and assembly by our fitters, where provided for in the contract.
Contact us for a personalised quote.
7) 💳 PAYMENTS
How much and when?
Upon placing the order, we ask for a 40% deposit as a mutual commitment.
The balance is due at the time of shipment or, in specific cases, upon delivery by prior agreement.
Accepted payment methods:
- PayPal
- Cash
- Bank transfer
- Cards
- Other methods upon confirmation
8) ↩️ CAN I RETURN A MADE-TO-MEASURE PIECE OF FURNITURE?
Made-to-measure furniture is produced on the customer's specific request and is therefore, pursuant to Art. 59 of the Italian Consumer Code, excluded from the right of withdrawal applicable to distance contracts.
This means that once production has begun, it is not possible to return the furniture or obtain a refund of the amount paid.
For standard items (non-personalised), the standard withdrawal conditions apply within 14 days of delivery. Please refer to our Refund Policy for full details.
9) ⏳ CAN I WITHDRAW IF I HAVE ALREADY PAID A DEPOSIT?
Withdrawal is only possible if the furniture or furnishing accessory is not yet in production and no costs have been incurred for its implementation.
If the design phase has already involved a significant commitment of time and resources, we reserve the right to apply a cancellation fee proportional to the costs incurred.
In any case, we invite you to contact us as soon as possible: we will assess the situation together with the utmost goodwill.
10) 🛡️ CONFORMITY GUARANTEE — How long does it last?
All our products are covered by the legal guarantee of conformity of 2 years from the date of delivery, as provided for by the Italian Consumer Code (Legislative Decree 206/2005 and subsequent amendments).
In the event of defects or non-conformity, you are entitled to repair, replacement or, in the cases provided for by law, a refund.
To report a problem, contact us at ilbaule@ilbauledinonnaelvira.it.
11) 📦 HOW CAN I TRACK MY ORDER?
You can check the status of your order at any time on our Track your order page.
📩 If you can't find the answer to your question in this section, you can always contact us: we will do our best to respond to your queries as soon as possible.
