Frequently Asked Questions
Here you find the answers to the most frequently asked questions. Should you not find an answer, please drop us an email at email@example.com and we will be more than happy to assist you!
1. HOW TO SHOP
How can I shop?
Buying on Format is quite easy. Find your favorite product, select the desired dimensions/ finishes and add it to the shopping cart. At checkout you will be able to choose the desired delivery method. Products labeled as “Price on request” can be inquired through the specific form on the product page.
No payment will be asked at the checkout.
By completing the checkout process, you are sending to us a shipping cost quotation request.
Our team will get back to you with our best offer for the product and the shipping cost.
Can I get in touch with Format by email to purchase?
Yes, of course. The majority of our clients get in touch with us and proceed with the purchase via email. Show us the product you’d like to buy: we will tailor a specific offer for you, send high definition pictures of the chosen materials/ upholstery and answer your questions. Lastly, we will send you the sales contract and place the order with the producer.
You can get in touch with us at firstname.lastname@example.org
How can I get in touch with Format?
You can send us an email at email@example.com
Alternatively you can call +39 011 900 2071
What languages do you speak?
We are fluent in Italian, English and Spanish. Written French is also a great option for us.
What is the Custom Quote?
Time to time on specific products/ brands we are able to apply higher discounts than the ones shown on the website. Send us an email at firstname.lastname@example.org to get a personalized quote.
Is Format an official reseller of the brands shown on the website?
Yes, we are official resellers. We buy directly from the producers and the products are delivered in their original packaging.
Does Format have a physical store?
Yes, our showroom is located in Turin, North Italy. We have been in the furniture industry for over 60 years. Find out more about us on this page.
I’d like to visit but I am coming from outside Italy. How can I plan my visit?
If you would like to visit us and you are coming from outside Italy, we can offer a full experience. Near our showroom we run a fancy, renowned restaurant and a boutique hotel with five design bedrooms.
What does “In Stock” mean?
In stock products are the products on display in our showroom, ready to be shipped. Our exhibit area is updated on a regular basis: you can always find new products at a competitive price.
Does Format offer an interior design service?
Yes, our team is always available to find the best solution for your needs. Find out more about our interior design service on this page.
I found a better price: can you match it?
We want design to be accessible to everyone: we strive every day to offer products at the best quality/price ratio.
If you find a better deal, we are ready to match it. Discover more about our price promise here
How can I pay?
Payment can be made by bank wire, credit card or Paypal. Cash on delivery service is not available.
Do I have to pay in full? Can I pay in installments?
We ask for a 50% deposit to confirm the order. The final payment is required when the production is over and the products are ready to be shipped.
How much does international shipping cost?
International standard delivery does not have a fixed cost: its cost changes based on the volume/ weight of the products and on the delivery address. In order to offer you the most competitive shipping cost, international deliveries are quoted on a case by case basis.
Do I have to pay VAT?
If you are buying from EU countries, European VAT is applied to your purchase.
If you are buying from Extra EU countries, European VAT is not applied to your purchase. You will be required to pay your local VAT only if due.
If you are buying from Switzerland, European VAT is not applied to your purchase. Before delivery you will be required to pay Swiss VAT from the custom office (the entire process will be handled by the shipping company).
If you are buying from the US (or other countries where VAT is not due), VAT is not applied to your purchase and you won’t be required to pay in your country.
Do I have to pay custom duties and custom clearance?
We are not able to predict/ calculate duties, as they change from a country to another.
Based on our experience, custom duties are rarely required on furniture. However, we recommend you to inquire at the customs office in your country.
Customs clearances are spot checks. Only a small percentage of packages are checked.
3. PRODUCTION TIMES
Are the products ready to ship?
No, the products are made to order. The only ready to ship products are the ones labeled as “In stock”.
How much time does the production take?
Production time changes from one company to another. Generally speaking production is approximately 60/ 80 days from the order date. In each product page you find the expected lead time. It is an accurate, non binding estimate as it depends solely on the manufacturer.
4. SHIPMENTS AND DELIVERIES
What is standard curbside delivery?
Standard curbside delivery means that the carrier, by an agreed appointment with you, will bring the product to your address and leave it on the sidewalk, in front of your house. The service does not include inside home delivery, installation and disposal of packaging.
Is it possible to require an inside home delivery and installation service?
Yes, this service is available upon request. We need to be informed about the floor number of your apartment and any potential issues that can prevent the delivery (such as limited traffic area, non accessible street to large vehicles, narrow stairs, low ceilings, no lift, etc).
Who is in charge of deliveries?
In order to ensure the integrity of the products, deliveries are entrusted to an international company specialized in furniture shipping. We do not work with express couriers: they are not considered a suitable option.
What are the shipping times?
Delivery times vary according to the final destination of the products. Deliveries within Europe usually require 10/ 15 days. Deliveries outside Europe are indicated on a case-by-case basis. The estimates are accurate, but not binding as they depend solely on the transport company.
Will the delivery be scheduled?
Before delivery the local carrier will get in touch with you to arrange the delivery date (deliveries are made from Monday to Friday).
Are deliveries guaranteed throughout the year?
Deliveries are suspended in August because of the summer break of the European transporters. Deliveries scheduled in the second half of December might be postponed to January as a consequence of the Christmas holidays.
- Products ordered from June onwards will be delivered starting from September onwards
- Products ordered from mid-October onwards will be delivered starting from January onwards
I ordered multiple products: will they be delivered together or separately?
Products purchased in the same order are generally shipped together as it is more convenient. If you ordered products with different production times, they will be shipped when the last product is ready to be shipped. However, if you need separate shipments we can organize them: keep in mind that the shipping costs will be higher.
I want to save money: is it possible to entrust the delivery to an express courier?
We do not recommend using express couriers for delicate products. However, if your desire is to receive the products by express courier we will act accordingly. In this case, any responsibility for a non-compliant transport and / or any damage will be at your expense.
Can I collect the products from your warehouse?
Yes, you can collect the products from our warehouse in Turin, Italy.
Can I cancel my order?
Once your order is confirmed and paid, we immediately place the order with the manufacturer. You have 48 hours to inform us about your will to cancel the order. After this time frame, the order can no longer be canceled.
Can I return a product?
If you changed your mind about your purchase, you have 14 days to exercise the right of return from the receipt of products. After 14 days no return will be accepted. Please note that products made according to your requests or personalized (size, finishes, fabric etc) are excluded from the right of withdrawal. Most of our products fall into this category.
I received a defective/ wrong product: what should I do?
If a product is damaged or wrong, get in touch with us at email@example.com
We will take immediate actions to solve the issue. The report must be made within 48 of receipt of the products.
6. CUSTOMER RIGHTS AND OBLIGATIONS
What personal data do I have to communicate?
In order to offer an accurate quote for the delivery cost, you are required to provide the exact delivery address.
Deliveries are made by large vehicles and products are often large and heavy. As a consequence, we need to be informed about any potential issues about your address such as non accessible streets to large vehicles, narrow stairs, low ceiling, no elevator, etc.
Why am I asked to specify my floor number?
Floor number must be specified only when inside home and assembly service is requested. Inside home delivery cost changes based on the floor number and based on the presence/ absence of an elevator.
Why am I asked to share my phone number?
Your phone number will be used only to agree the delivery date. It won’t be shared or used for any other activity.
What should I do on the day of delivery?
You have to be present at the delivery address and supervise the unloading of the goods. You have to check the number and the integrity of the packages/ products. You need to sign the transportation document or POD (Proof of Delivery) only after the inspection. Here you find a specific guide with the steps that need to be taken during the delivery.