FAQs

Browsing
• What is the availability status of items on the site?
All items for sale on Fertini Casa e-boutique are hand made and produced under order confirmation. The items are not ready for shipment until the respective production time is completed.

• What do I need for optimum browsing when visiting fertinicasaluxury.com?
To make your experience at fertinicasaluxury.com as pleasant as possible, we recommend using the latest generation of your browser. If you access our website using an older version, we cannot guarantee that all of its features will function properly.
Please note that your browser must accept cookies and be SSL compatible with standard browsing mode enabled. fertinicasaluxury.com does not support private browsing mode at this time.

• How accurate is color display on the Internet?
Each product is photographed with precise attention to detail, and the colors shown should accurately depict each product. However, it is possible that colors may vary slightly from one screen to another due to monitor display settings.


Orders
• How may I get assistance with my online order?
Please contact our Customer Service department by telephone at  +351 965 758 505 from Monday to Saturday, from 9AM to 6PM, or by email under the "Contact us" section.

• How do I change information on my order after it has been placed?
Please contact our Customer Service department as soon as possible by telephone at +351 965 758 505 from Monday to Saturday, from 9AM to 6PM or by email under the "Contact us" section.

• I just finalized my order but I still have not received the order summary.
You may experience a few minutes delay after you have placed your order and before you receive the order summary. You should also check your "Spam" inbox, as the message may have been delivered there depending on your email settings. If you still have not received an email, please contact Customer Service. They will verify that the order has been successfully placed and will correct your email address if necessary.


Delivery
• How much is the delivery?
Delivery cost depends on the client address and on the characteristics of the order.
Transport cost excludes customs clearence, taxes on destination, unpacking, installation or special handling of the pieces. These services can be provided but they have to be quoted and paid separatelly, according to the needed works.

• How long will delivery take?
Depends on the type of service (truck/seafreight/airfreight/door-to-door) and the delivery address indicated.

• How do I track delivery of my order?
Please feel free to contact our Customer Service by telephone at +351 965 758 505 from Monday to Saturday, from 9AM to 6PM, or by email under the "Contact us" section.

• Where does fertinicasaluxury.com deliver?
Goods purchased via this Website can be delivered Worldwide.
Transport cost will be calculated and charged when your order will be ready for shipment. fertinicasaluxury.com will not process any order for which a post office box is not provided. 

• Can I have my package delivered to my mailbox?
For security reasons, all fertinicasaluxury.com packages are personally delivered to their recipients. No package can be dropped off at a mailbox.

• Is a signature required for delivery of my order?
A signature is required upon receipt of your package. The forwarder only accepts the personal signature of the recipient.


Payment
• Which means of payment are accepted by fertinicasaluxury.com?
You can only pay for your purchases with a credit or charge card: MasterCard®, Visa®. You should enter your credit card or charge card number, its expiry date and its card verification number on the relevant page. Payment via Paypal® is accepted.

• Is my payment secure?
All the transactions made on the fertinicasaluxury.com website are secure. The padlock symbol next to the address bar of the page beginning with "https" indicates that you are in a secure setting. FERTINI CASA BRAND has also established specific security measures to protect your personal information from non-authorized access and use. However, you should never consider the transmission of data by Internet to be 100% secure. Any information that you make available online can potentially be recuperated and used by third parties.

• Do you accept international credit cards?
We accept international credit cards; however, when placing your order, you must enter the international billing address that is linked to your credit card.

• Can I place an order using a bank card that is not my own?
Yes, in this case please indicate the billing address associated with the card.

• When will my credit card be debited?
Cards and other payment methods are not debited until an order has been accepted and sent. However, it is possible that your credit card or other payment method may indicate a reserve amount as soon as the order is placed

• What is the security code on my payment card?
A unique code made up of 3 or 4 digits secures remote sale transactions.
This code can be found on the back of your credit card in the signature field. It is made up of 3 digits (Visa or MasterCard, for example).


Returns & Exchanges
• How do I return or exchange an item?
All our luxury products orders are custom made and cannot be returned nor exchanged. Fertini Casa do not offer refunds for products purchased at fertinicasaluxury.com website.


Products
• Why is there sometimes a delay before furniture item is available?
All of our products are produced by hand by our artisans, according to very strict quality criteria, and mastering Fertini Casa expertise requires many years.
We work primarily a natural material and a resource limited by Fertini Casa strict selection criteria. For all of these reasons, several months are required to create a Fertini Casa Furniture Pieces.

• Why can't I find an item on the website?
Fertini Casa Brand is free to choose their own assortment. fertinicasaluxury.com site offers a selection of products that are custom made. As our offering is constantly being updated, we invite you to check back regularly. You may search our site by entering your request in the "search an item" field located at the top right of your screen. Our Customer Service department is at your disposal to assist you in your search, by telephone at +351 965 758 505 from Monday to Saturday, from 9AM to 6PM, or by email under the "Contact us" section.

• How may I receive a sample materials to choose my furniture?
We will be happy to send you the needed samples, subject to availability. Please send us an email under the "Contact us" section with your complete mailing address.

• How do I choose my ring size?
You can decide on your ring size by following our Size Guide, after carefully consulting our Measuring Tips.


Care and Repair
• What warranty does my Fertini Casa product has?
Fertini Casa shall deliver to the customer a product that is free from manufacturing defects at the time of delivery, that is to say that the product will be fit for the normal use expected for this kind of product and will have the features set out at the time of the order and its acceptance. This warranty does not cover normal wear and tear, or any damage resulting from an accident, negligence, or improper handling. Nor does it apply, on a more general basis, if
there is evidence of improper use or misuse. This warranty may only be exercised on condition that the customer does so within seven days of delivery of the goods. Any claim concerning a product must be addressed to Fertini Casa email under the "Contact us" section.

• How do I clean my Fertini Casa furniture?
We recommended for uphlostery brush it with a soft brush. In the case of stains use a clean cloth with benzine to remove stains that may occur. For metals and natural stones that are highly resistant materials, with some simple care, you’ll be able to preserve and protect your furniture for many years to come. Forcible contact with any type of surface area could cause damage to varying degrees. Lastly, exposure to certain environmental conditions may accelerate the natural oxidation process. As a precautionary measure, you should avoid exposing your furniture to humidity, intense heat, and any other extreme environments.


Authentication
• How do I authenticate an Fertini Casa product?
The only way to guarantee the authenticity of an Fertini Casa product is by making your purchase through our official website fertinicasaluxury.com. An original invoice is created at the time of purchase for both online purchases. We cannot guarantee nor verify the authenticity of an item purchased outside of the official fertinicasaluxury.com.


Bespoke
• How can I order a bespoke product?
We will be pleased to provide a price estimate for your customized object within one month, in addition to the waiting period to receive the item, once you have
explained in detail your dream object or idea. For this purpose, please send us an email addressed to Fertini Casa email under the "Contact us" section.


Fertini Casa Brand
To learn more about our expertise or actions and also about the security and confidentiality of the data you provide us, feel free to contact our Customer Service department by telephone at  +351 965 758 505 from Monday to Saturday, from 9AM to 6PM, or by email under the "Contact us" section.

• Why sign up for our newsletter?
The Fertini Casa newsletter is an easy way to stay up to date with our latest news: events, fashion shows, exhibitions or new items.
We are committed to keeping the frequency of our emails low, and to never communicating your email address to third parties.

• How can I sign up to your newsletter?
You can register directly by subscribing in the “Keep in touch with the latest news" section on fertinicasaluxury.com.

• How can I unsubscribe from your newsletter?
You can unsubscribe directly:
- By clicking on the unsubscribe link provided at the bottom of all our emails
- By sending us a message to this effect via the “Contact us” page.


Manufacture
• Why are certain models not offered in fertinicasaluxury.com?
Fertini Casa has the freedom to select their product offerings.

• Does Fertini Casa offer customization services?
Fertini Casa offers different customization services such as simple marking of your initials/family crest on leather goods, embroidering of your initials/family crest on fabric, the customized production of an existing product or a custom creation. To find out more, please contact our customer service.

• Can you give me more information on CITES?
Some of our items in precious materials (crocodile, alligator, lizard, etc.) cannot leave their country of purchase without a CITES certificate (Convention on International Trade in Endangered Species of Wild Fauna and Flora). Upon request, the certificate will be provided by Fertini and may require a few weeks to be established. The CITES certificate is valid for a limited period. You may need to renew your request with your local authorities if you wish to travel once again with your item.
We invite you to check with local authorities whether any exceptions may apply.

• Where are Fertini Casa products manufactured? What kind of fabrics do you use?
The vast majority of Fertini Casa products are hand made and manufactured at our factory in Portugal. Our bags, are produced by our artisans at Portuguese leather goods manufacturing facilities. All of our raw materials (leather, mirrors and paints) are provided at our factories in Italy, the birthplace of furniture.