Customer Service

We are looking forward to answer all your questions.

Your questions are always answered by experts.

Mail us: [email protected]

If you have not received a response within 12 hours, please check the junk mail box or contact us

Tel & Whatsapp: +352671884605

1 ONLINE SHOPPING
1.1 Can I get help to create an account?

We are looking forward to help you. Just drop us a line [email protected] with:

  • First Name
  • Last Name
  • Phone Number
  • Delivery Address
1.2 How accurate is color display on the internet?

Each product is photographed in a unique way, and the colours displayed are true to life. Nevertheless, it is possible that colours may vary slightly from one computer to another.

See also the high resolution images in png format. 

You are free to ask some extra raw images.

 
1.3 How can I get assistance with my online order?

Please contact our Customer Service department by Telephone or Whatsapp nr: +352671884605 or by email [email protected]

1.4 How do I change information on my order after it has been placed?

Please contact our Customer Service department as soon as possible by email [email protected]

Before sending we will confirm all delivery details of the order.

1.5 How will my antique fireplace surround or other heavy piece be delivered?

Deliveries by our partners FedEx and Intertrans will be made "contactless", in strict compliance with health regulations.

After confirming his passage with you the delivery person will leave the crated fireplace mantle on a pallet at the first available area outside of your house or building (front door, porch, landing area, garage, etc.)

You may be asked to sign.
In order to facilitate the work of the drivers and to guarantee the reception of your purchases, we kindly ask you to make sure that you are present at the time of delivery, and to give the drivers as much information as possible to help them find your home.

All the delivery details will be confirmed with you before sending.

2 DELIVERY
2.1 What means DAP-Incoterms?

When goods are bought or sold “Delivery at Place” (DAP) it means that the Seller delivers the goods to a place previously agreed to by the seller and the buyer. This can be any location. The agreed place of delivery (e.g. the terminal) needs to be specifically named.

Under DAP, the buyer only pays the unloading fees and the import duty, taxes, and customs clearance.

 

2.2 How much is the delivery?

In order to get the best possible quote we invite you to send us an email with the article number you are interested in and a delivery address.

2.3 We do not need the fireplace mantle anytime soon, can we order?

No problem to order and secure your fireplace mantel for your project.

Once we received the order and the funds we will start the final bespoke touch and crating process.

All items can stay with us without extra storage costs for 12 months. After 12 months 25 Euro per extra started week will have to be paid before departure.

2.4 Is shipping insured?

The best insurance is our strong and secure crating.

Extra insurance is only by request.

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