FREQUENTLY ASKED QUESTIONS (FAQ)

General:

Do you have any stores?

At diotti.com showroom in Lentate sul Seveso (Milan) it is possible to see some of the proposed collections and material samples (by appointment). More information on Come Meet Us

Who is the manufacturer of this product?

We're authorized retailers of dozens of important Italian manufacturers: sometimes their brand is explicitly written, others times, in agreement with the company, the brand is not mentioned and in some other cases, the name of the products have been modified while still remaining 100% original products. A Collection Code allows customers to browse among products of the same brand choosing among uniformed finishes and materials.

I have issues in displaying correctly the portal, what can I do?

We know that Explorer 7 has some problems displaying our website, to prevent these problems you can update your browser with the most recent version. diotti.com staff daily works with the most popular web browsers as Explorer, Firefox, Safari and Chrome. The two browsers we recommend are Google Chrome (light, fast and very comfortable for a multiple tabs browsing), and Mozilla Firefox (extremely complete, perfect websites display, feed reader included). diotti.com perfectly works with iOS (iPad, iPhone) and Android too.

Which unit of measurements do you use?

On diotti.com website, all units of measurements are indicated in cm; this is to be intended also when the symbol it's not expressly shown. The right conversion between cm and inch is the following:
1 cm = 0,39 Inch
1 inch = 2,54 cm

Prices:

What are Store Credits?

Store Credit points are credits which can be used on future orders and are assigned through the purchase of some collections. Each Store Credit guarantees an extra discount of 1 euro. For each registered user the Basket automatically calculates the gained points and shows the additional discount directly in the Total Amount summary of the order.

Will there be special promotions throughout the year?

We work all year long to offer valuable solutions at the best price possible. The relationship with our partner factories as well as with our customers is based on trust and transparency: no time-limited promotions (real or fake) but the same price for everyone, every day of the year.

Product Card:

Which are the Delivery Times?

Delivery Times are the sum of Production Times and Shipping Times. Production Times are indicated at the bottom of each product card among the "Additional Information" box, where you can find the approximate number of weeks required for the production (the number is calculated based on our previous orders and their average time). Shipping Times can be found in the Delivery Times page together with other useful information

Where can I find colours, finishes and Cover Categories?

View Samples

Each Product Card comes with a grey "View Samples" button placed next to the "View Price" one: by clicking on the "View Samples" button you will have access to the entire sample case of a determined collection conveniently divided by type of material and category (the chosen material and the price are directly related)

What do Cover Code and Colour Code mean?

Cover Code and Colour Code are codes which univocally identify a cover or a colour available in the Samples Page: these codes are not strictly necessary to calculate the price but you need to copy them in the required field of the Menu to proceed with your order (it is also convenient to copy them just as a reminder since if you have an Account your selection will be saved). In case the chosen sample does not come with a code, please write the name of the finish or the colour.

Examples of code:

- TB40 Rosso  (write the cover name and number where possible)
- Blu Cobalto    (write only the name of the colour if there's no number)
- ART-2050       (write only the code on the samples page if there's no name)

What is the meaning of the amounts stated in the Configuration Menu?

The amounts you can view inside the Options of the Menu indicate the discounted surcharge related to the selected option; the Discounted Price of the product can be viewed near the "Add to Basket" button.

Purchase:

How can I evaluate colours and materials samples?

The digitization of materials and colours of our collections is an elaborate process, which requires care, attention to details and technologically-advanced tools; this is a standard for diotti.com. Unfortunately other websites literally "copied and pasted" our methods, without dedicating all the human resources and technologies necessary to actually do it (this procedure is often visible at first glance). Samples shown on diotti.com are faithful to reality both for textures and colours.
In spite of our strong commitment and systematic procedure for the optimal output of our digital samples we need to stress the fact that the final result can be influenced by different circumstances, easily handled thanks to the following suggestions:
- check that your video screen has factory settings in order to reduce the possibility of a modified vision;
- check that there aren't direct lights on the screen;
- we suggest you to slightly "move" in front of the monitor in order to verify how the colour changes according to the position of the eyes (our technicians calibrate the colours for a frontal vision);
- every colour applied on a sample will be perceived slightly darker used on little surfaces: it's probable that delivered products (obviously bigger than the sample) can result lighter compared to the viewed sample; this optical effect is slight and very common among people;
- every glossy material can appear lighter than the matt one because of the different light refraction: the darker is the colour, the more evident is the difference. Same goes for coloured glasses, they can change according to the thickness and overall size of the product as well as to the light refraction upon the surface itself.
- colour and texture of natural materials (wood, leather, stone, ...) depend on the natural variability of processes and factors that lead to the composition of the material itself and can be perceived less on the sample than on the finished product.
- wood finishes or wood effect finishes grains: the direction of the grains is chosen during the manufacturing process according to the chosen composition.

What kind of assistance do you offer?

Our Customer Care staff offers free product/environment assistance: you just need to contact us to have more technical information on products and materials, assembling classifications, suggestions regarding chromatic combinations and sizes and possible combinations of furniture present in our catalogue. Customer Care can be reached via telephone or email. An interior design service offered by diotti.com interior designers can also be purchased in our "Interior Design" department, to furnish your house at best through a highly personalised project composed by interactive 3D models and photorealistic renders, to picture in an efficient and quick way the environments of your house.

Is there a standard to define the products side?

Regarding hinged doors, the side is defined by the position of the hinges: left hinges mean left side, right hinges mean right side. For all other elements, the standard is to be intended by "placing yourself in front of the product". The side can refer to the chaise longue position for a sofa, to the TV stand position for a wall system, to a particular option for a bed and so on... The personal interpretation is not taken into account: for a sofa or bed, the right or left side can be rightly considered by "sitting on them", but the majority of furniture manufacturers and interior designers use the "frontal vision".

On which products can I exercise the right of withdrawal?

Customers have the right of withdrawal to terminate a distance contract, without penalties and without giving a reason, within a 14 days period starting from the delivery day. According to the European Directive though, customers can not exercise their right of withdrawal on orders regarding custom-made products or not prefabricated products, manufactured according to a specific customer's choice (the law specifies that the right of withdrawal can not be exercised on "custom-made or clearly customisable products"). Our customer care is available for further information.

Do you supply replacements of items I did not buy from you?

We do not supply single components of an item you did not purchase on diotti.com since it would be impossible for us to guarantee the perfect compatibility of the new piece with the one you own. In these cases, we recommend to address directly to the retailer that sold you the product.
Obviously we guarantee to all our Customers full assistance through the years for replacements within warranty terms and also after its expiration; in the latter case, the aforementioned incompatibility issues would be less and we would have the full support of the manufacturing companies.

Payment Terms:

How can I know if my bank transfer has been received?

You can verify the status of your orders just by logging into your account: if the order is marked as "Waiting for bank transfer notification" it means our bank is still waiting to receive the transfer (usually within 2 - 4 days). Once the bank transfer has been received the status will change from "Waiting for bank transfer notification" to "In Production". For more information please visit our Order Status Page

Can I pay by cash on delivery (COD)?

We do not accept payments by cash on delivery. Furniture products are higher in volume and costs compared to other goods sold online, the possible absence of the person in charge of the reception of the items or the impossibility to receive the right balance amount during delivery might result in high additional charges for the stock of goods and a more frequent movement of products. The only method available would be cashier's checks, however, the carrier can not undertake the responsibility to verify their validity.

Which kind of invoice do you issue?

diotti.com regularly issues a sales invoice for each payment received. The invoice is issued for the total amount of the order and at the time of the first payment; it is then electronically sent to Italian Revenue agency Exchange System and to the customer in pdf by email. The sales invoice is valid for the 24 months warranty.

Can I change the invoicing data?

The invoicing data you have indicated during the order can be modified only until the invoice has been issued (at the moment of the payment or first payment). Starting January the 1st, 2019 electronic invoices are mandatory in Italy and for this reason, the invoice will be immediately transmitted to Italian Revenue Agency Exchange System (SDI).

Shipping and Delivery:

What is the average shipping time?

Our carriers are mostly specialized in the transport of furniture and for Europe deliveries usually take from 7 to 20 days, starting from the day of dispatch. Deliveries to the United States and Canada take from 4 to 6 weeks approximately. You can find more information on the Delivery Times page.

Can I change the delivery address?

You can change your delivery address only for orders with a Bank Transfer payment and only within 15 days from the order. In such case, you will only need to send an email to our Customer Care with the new delivery address.

How is the delivery day planned?

As soon as the supply is available at warehouse diotti.com informs the Customer who, in turn, confirms and authorises the shipment with the first available load, at this stage he can also indicate in advance possible specific needs.
Once the supply has been taken in charge by the carrier, diotti.com sends an email to the Customer notifying the day of the dispatch and the name of the carrier in charge of the delivery. The carrier will contact the Customer by telephone, on the registered number, before delivery and informs about the date and approximate time of delivery, usually one day before the arrival. For this reason, we suggest you to add a mobile phone number while registering. Deliveries are not by appointment, the customer's availability is taken into consideration in line with the carrier's delivery plan.

What do you mean by curbside delivery?

Deliveries take place exclusively at curbside, outside the building or entrance gates. Customers have to help the driver to unload the packages from the truck; according to the sizes and weight of the purchased products, customers are asked to put at disposal other people upon of delivery. The carriers do not deliver supplies inside apartments, houses or at upper floors.

What should I do at the moment of delivery?

Upon delivery, the customer has the responsibility to verify that the number of packages received is the same as the one written on the freight bill; exterior damages must be reported to the carrier by writing "Received Damaged Packages - content unchecked" on the freight bill.
Once inside, if a product arrived damaged, diotti.com will require a written report together with a photographic documentation immediately after the delivery. The customer must follow the Procedure for the Reception and Verification of the Products for the best possible assistance.

Orders:

What can I do if I don't receive any email notification after the order?

In extremely rare cases the email of your order can be considered spam by the email system or can be blocked by some postmasters. If you do not receive any email notification please contact our Customer Care team that will forward you the email again.

Why do I have to indicate Birth Date and Place?

While placing the order you will be asked to write either a Fiscal Code if you are resident in Italy or your birth date and place if you are a foreign customer in order to correctly issue the invoice at the moment of the payment. diotti.com issues a regular sales invoice for all payments received and electronically sends them to the Italian Revenue Exchange System. We do want to reassure our customers that: A - all collected pieces of information (name, surname, birth date and place, total amount) will be transmitted solely to the Italian Revenue Agency (which in any case will only survey them if they belong to Italian citizens); B- each supply is invoiced according to the current regulations (meaning that for most Countries this will follow the Italian billing system, whereas for France, Germany and the United Kingdom fiscal obligations will be handled directly by their respective countries, meeting the Community regulation which refers to trades inside the EU).

Can I order a product for a house that is going to be ready in a month's time?

By proceeding with an order you can freeze the item price, in this way you won't be facing possible price increases. After paying the deposit you can communicate us an estimated suitable date, diotti.com Staff will manage your order and will contact you approaching the chosen date. In the case your house/room should not be ready yet we can postpone the date again within certain limits.

Can I change my order?

Order changes are guaranteed as long as the production has not started yet; the production starts once the full payment or the down payment has been received. All the changes requests received after the putting into production (either the modification of a product or the shipping method) are to be intended as exceptions and therefore they have to be authorised according to the progress of the production process.

What is the Reorder function?

The Reorder function is a feature which allows our customers to add to the Basket all products previously ordered; this function is useful in case you would like to proceed with a second order identical to the first one or, in case you want to proceed with another order by changing just some features. You can find the Reorder function by logging in to you Account on the Recent Orders section.

How should I interpret production times shown on each product card?

Waiting Times on our website are to be considered an estimate based on data from our previous supplies: we're constantly working to fulfil all waiting times, but at the same time we do not take responsibility for delays which do not depend on our procedures (manufacturing delays, transport delays and holidays). diotti.com policy provides clear information and approximate but achievable delivery times, no unrealistic promises.
The majority of our collections is highly customisable and every product is ordered and manufactured only on demand.
Please also remind that all production processes and deliveries planned next to Christmas or Summer holidays can be delayed due to the closing periods of both our logistic department and manufacturing companies.

VAT:

Do prices indicated on diotti.com include VAT?

Prices on diotti.com are directly taken from the manufacturer's price lists and shown exactly as they are indicated on the official price lists for the public. By selecting the options of the desired product and by clicking on "Add to Basket" you will be shown the discounted amount including or excluding taxes according to the destination, make sure to select the desided destination to see the updated Total Amount.

I live outside the European Union. How are taxes calculated?

By selecting a country outside the EU the system calculates the total by keeping in mind the different taxation. By selecting Switzerland and the United Kingdom as a shipping destination, the system recalculates the Total Amount and shows the price VAT, export, import taxes and customs procedures included. By selecting United States, Canada or any other country outside the European Union all prices will be shown without taxes and invoices will be issued without taxes. Local VAT and import taxes vary according to the destination and are charged to the buyer (the cost for the service of Management of the Extra EU pick-up corresponds to 90.00 €).  For the United Kingdom, both private individuals and companies will be asked to provide their EORI number for customs clearance shortly after the order has been confirmed.

We are a firm from the EU, how do you manage intra-Community VAT?

diotti.com shows prices including the VAT of the country of destination: when you place the order you have to include your company complete data together with a regular VAT tax number. Our Staff will verify your data and will send you an email with the Updated Total excluding VAT (we recommend to proceed with the payment only after you've received the confirmation email). Upon delivery, you will receive the invoice without taxes. We remind you that the payment must come from the company account and both delivery and invoice data must belong to the company.