Home Delivery

The home delivery service includes the delivery of the products, inside the home, to the room indicated by the customer; the assembly of the furniture and the removal and disposal of packaging are not included.

Home Delivery includes Curbside Delivery as the standard option, so we recommend that you learn more about the Deliver Service Conditions, especially the limited traffic zone and the possible use of "special vehicles" (although Home Deliveries are usually scheduled with vehicles less than 12 metres long).


ACCESSIBLE PASSAGE & STAIRWAY

It's the Client's responsibility to ensure that the access points to the house are free and passable, and to check the fasibility of the delivery by checking the width and height of the passageways according to the "accessible stairway" criteria. 
The distance between the stopping point of the vehicle (and unloading of the delivery) and the access door to the customer's home must be less than 20 metres: if the distance is greater, it is advisable to share the information with the Customer Care before ordering.

By accessible stairway, we mean that the stairway must allow the passage of the package(s) and the people who will be handling them. According to Italian regulations, a stairway, in order to be considered accessible, must be:

- minimum 90 cm wide and 220 cm high;
- have a stair landing measuring minimum 90 x 90 cm in case of straight stairs (2);
- have a stair landing measuring minimum 90 x 180 cm in case of two sets of stairs joined at 180° (1)
- have a stair landing measuring minimum 120 x 120 cm in case of two sets of stairs joined at 90° (3)

Please take note that it is the customer's responsibility to provide correct information: partial or incorrect information might delay its movement. Therefore, all packages that do not fit through stairways or doors might be left curbside or at halfway points without any claim to a refund.
This is particularly important in the case of bulky parcels where the presence of an accessible stairway does not necessarily guarantee the passage of the packages, in this case the space needs to be verified thoroughly.

In the event that the distance is greater than 20 metres, the stairway is not accessible or the stairs have different shapes and measurements from those mentioned, please contact our Customer Service Centre.

AERIAL LADDER

In some cases (arising from various combinations of high floors, volume of the delivery, bulky packages, type of stairs and access routes), the objective need may arise for the use of a so-called"aerial ladder" (a specific vehicle with a mechanical arm for lifting furniture from the street to a window of the building): in these cases, a specific quote is formulated that includes the necessary inspection and rental of the aerial ladder (during the inspection, the viability of the operation and any need for permits to occupy public property are verified). If the customer decides not to accept the formulated quotation, the initially planned rate for home delivery shall be deducted from the total and delivery shall be made at street level; in this case, the physical impossibilty of home delivery (other than through acceptance of the formulated quotation) is not a prerequisite for possible cancellation of the order.

It is also possible that for some deliveries it is the installer himself who independently provides for the use of the aerial ladder (even in the case of "Accessible Stairway" and in the absence of Bulky Packages): in these cases (unlike when the aerial ladder is strictly necessary), the cost of the inspection and rental is already included in the price of the installation service, but any permits (which vary according to the municipality where the delivery is made) are excluded.

When the use of an aerial ladder is required, the delivery time may be extended by approximately 1 working week.

BULKY PACKAGES

The Customer must verify that the stairway and access routes to the indicated room allow for the movement of the packages.

When placing an order, the customer must correctly select the option "Bulky packages"; failure to do so before purchase will lead to additional costs. 

Examples include:
- Large sized sofas;
- Large pre-assembled furniture (such as sideboards, display cabinets, columns, double-door refrigerators);
- Large individual items (such as some table tops or headboards);
- Stone bases.

In general, Bulky Packages are when a piece of furniture meets even one of the following criteria:
- Packages weighing more than 70 kg;
- Three-dimensional packages with one side equal to or exceeding 230 cm:
- Stone or ceramic panels with a side equal to or exceeding 180 cm.

For further information, please contact our Customer Service Centre.