FAQ

Shipping

Processing time: processing of the purchased product is generally within 1-2 working days. Delivery is generally within 1-2 days after shipment. All calendar days that are not Sundays or holidays are considered working days.

Do we provide shipment tracking?
Of course! When we ship your order, delivering the products you have purchased to our courier, we will send you an email to inform you of the shipment date and the tracking code for your order number.

Rejection of the package
In the event of a REFUSAL OF THE PACKAGE by the Customer, Extroitaly will claim the full amount of the shipping costs and the additional cost incurred in returning the package to the sender.

How do we pack our products?

With the utmost care

1-a double-sailed carton package that provides significantly greater rigidity and impact resistance than many of the standard cartons used.  We recommend not using sharp blades for opening the carton.

2-a plastic bag that seals the product to prevent both accidental soiling and contact with moisture and whatnot.

After using our armchair and ottoman products for a period of time, it is normal for the volume of the padding, polyurethane microspheres, to gradually decrease. We have designed an easy and convenient charging system for you to ensure prolonged and maximum comfort.
With our refill kit, it is possible to restore the original shape.

One of the main reasons why we provide the free shipping tracking service is precisely to inform our customers as precisely as possible about when they will receive the products they have purchased. Doing so we should go to eliminate the stocks, which represent a significant problem, both for the couriers and for us. When the courier does not find the recipient, in fact he has not been able to make the delivery and therefore the package is temporarily placed in the warehouse of the nearest office waiting for someone to complain. The customer who, despite the precise information of the tracking, unfortunately was not at home at that time, can still contact the nearest office by calling the number on the slip that the courier will have taken care to leave in the mailbox. So don’t worry! Everything you have bought from us you will receive!

In order to access online tracking and verify the transit of the shipment, simply write the tracking code (code present in the shipment email we sent) for which tracking is required, in the appropriate field  of the home page of the shipping company. By clicking on tracking, the site provides real-time information on the status of the shipment. Anyone with the tracking number can access online tracking.
The website of the transport companies provides information on the status of the shipment, i.e. the operational phase of the transport process in which it is located at the time of the tracking consultation. The shipping statuses of a package are as follows:

  1. Confirmed: it means that the shipping order has been taken over
  2.  Collected: means that the package or packages have been collected by the courier
  3. Sent: it means that the parcel and the parcels have been forwarded to their destination
  4. On Delivery: This means that the shipment is on the delivery vehicle
  5. Delivered: means that the recipient has accepted the package
  6.  In stock: it means that it was not possible to make the delivery

Payments

What type of payment do we accept?

On our site it is possible to purchase products using only the following payment methods:

1. Paypal:  the safest online payment system in the world, just create a personal account and hook up a credit card … nothing easier!

2. Credit cards:  to guarantee a safe service we have decided to support Stripe which allows the insertion of credit card data in complete safety, protecting sensitive customer data.

3. Bank Transfer: It is possible to make payments by bank transfer, once this payment method has been chosen and the order has been placed, the information necessary to complete the payment will be provided:

  • Iban code,
  • holder of the transfer 
  • random (represented by the purchase order code)

Goods purchased with Bank Transfer payment, will be shipped upon receipt of the amount. (2/3 dd.)

4. Cash on delivery (COD):  means a shipment whose content is paid for by the recipient. Upon delivery of the goods, the courier will collect the exact amount of the order placed. Attention: the amount paid to the courier must be exact as no remaining money is allowed.

Payment by cash on delivery is allowed for orders of less than € 500 and include a shipping charge of € 7.50.
Payment to the courier must be made in cash

How safe is it to pay online on our site?

Totally safe. We don’t say it just to say it but because being relatively new to e-commerce we asked ourselves the most important question of all: “is it really safe to buy online?”. After several researches and consultations we have come to the conclusion that the only safe way to make a purchase safely online is to use the safest payment portal ever: PAYPAL. As only the payment with a Paypal account or a credit card involves the real online payment. For both procedures, security is guaranteed by the Paypal portal itself, whose security in the transmission of payment is recognized internationally. The Paypal portal also allows payment by credit cards, protecting the data that will be entered relating to the credit card with a rigorous security system.

What happens after you have bought the goods?

At the end of the purchase procedure you will receive an email with the order number containing the list of the products you have purchased and if you have also used the Paypal method, you will receive an additional email from Paypal to confirm the payment. When we ship your goods we will send you a last email in which we will inform you that the goods have been delivered to the courier and above all we will give you the code that you can use for order tracking, so that you know without error when your products will be delivered to you.

Orders and returns

Made

Right of withdrawal: You have the right to withdraw from the contract, without giving any reasons, within 7 days. The withdrawal period expires after 7 days from the day you or a third party, other than the carrier and designated by you, acquires physical possession of the last good.
To exercise the right of withdrawal, you are required to
inform us within 7 days – CAB DI BORTOLOSSI EROS viale Grado, 45 – 33050 Pavia di Udine -UD- by calling 0432 675136 or writing to info@cabsalotti.it – of your decision to withdraw from this contract by an explicit statement. You may also choose to use the attached model withdrawal form for this purpose.
To meet the withdrawal period, it is sufficient for you to send the notice regarding the exercise of the right of withdrawal before the expiration of the specified period.

Effect of withdrawal: if you withdraw from this contract, you will be refunded any payments you have made to us, (except for additional costs
arising from your eventual choice of a delivery type other than the least expensive type of
standard delivery offered by us), without undue delay and in any case not later than 14 days from the day we are informed of your decision to withdraw from this contract with receipt of goods.
Such refunds will be made using the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise; in any case, you will not incur any costs as a consequence of such a refund. The refund may be suspended until the goods are received. The same must be returned in the same condition in which they were received; new, unused or damaged, with original packaging in its entirety.

PRODUCT WARRANTIES
We guarantee the conformity of the products exclusively to the regulations in force in Italy meaning the contract concluded in Italy and subject to Italian regulations. The Customer-Purchaser must therefore ensure before purchase that the products ordered comply with any local regulations other than Italian law. We are not responsible for the non-compliance of products with regulations other than the current regulations in Italy.
The warranty provided is only the Italian legal warranty and covers only the defects/faults of the products with the exclusions indicated below, for 12 months from delivery, and provided that the products are used under normal conditions of use and in accordance with the purpose for which they are intended and with the instructions given, subject to any mandatory regulations where applicable.

OPERATING INSTRUCTIONS AND PRODUCT CHARACTERISTICS AND WARRANTY EXCLUSIONS:
– Products are to be used only for the purposes for which they are intended; defects/faults in the products do not constitute defects/faults in the products and therefore damage to the products due to use not in accordance with their purpose is not covered by the warranty;
– The products are sensitive to water, sunlight, salt and chlorine and may therefore lose their natural coloration or elasticity with normal use and washing not in accordance with instructions; loss of product coloration therefore, does not constitute a product defect/defect and is not covered by warranty;
– The products are washable with a pressure washer, by hand or in a washing machine at 30° with mild detergents. Any product modifications, loss of coloring or other damage due to improper washing do not constitute product defects and are not covered by the warranty;
– should be kept away from heat sources; any damage due to heat sources therefore is not covered by the warranty;
– are not toys so they should not be treated as such nor should they be stepped on or used by jumping on them or by standing on them; the ottomans should also not be used by standing on them in several people; damage due to such uses, therefore, is not covered by the warranty just as the hinges are not covered by it, 12 months after delivery, as they are parts of the product subject to normal wear and tear.
– if provided with cushioning, over time and with use, they may decrease their elasticity as normally happens with expanded polystyrene or polystyrene ( EPS). The decrease in voltage therefore does not constitute a defect and is not covered by the warranty. In any case, there are special refill kits that can be used to restore the initial volume of the ottoman.
– for outdoor poufs before storing them for the winter, it is advisable to let it dry in the sun, turning it over on itself and shaking it, to prevent moisture from forming, and they should be stored indoors in the event of heavy rains and adverse weather conditions; damage due to the lack of these precautions does not constitute a defect/defect and is not covered by warranty;
– The product could be damaged by sharp objects such as nails and scissors and by cigarettes or heat sources so be careful. Damage to products due to this is not covered by the warranty.

Yes. Depending on the payment method chosen, it is possible to cancel an order until the shipment is processed. When you are notified of the shipment, it will not be possible to cancel or modify the order.

No. Registration on our site does not involve any subscription to third-party services and consists in registering the data necessary for shipping. We will be glad to help you in the selection and compilation of full name for the shipment of the goods themselves.

For any questions regarding your shipment, delivery times, stocks and so on, always refer to Sabrina by calling 0432 675136. The service operates from 9 a.m. to 12:30 p.m. Monday through Friday.

Right of withdrawal

“If you terminate this contract, we will refund all payments received by you, without undue delay and in any case within 14 days from the day we are
Informed of your decision to withdraw from this contract. We will make the refund using the same means of payment used for the initial transaction, unless you have expressly agreed otherwise; in any case, you will not incur any fees as a result of such a refund. We may withhold the refund until we have received the goods or until the consumer has provided proof that they have returned the goods, whichever comes first.
You must return the goods, or deliver them to us, without undue delay and in any case no later than 7 days from the day you notify us of your withdrawal from this contract. The deadline is met if the goods are returned before the expiration of the 7-day period. The customer will have to bear the direct cost of returning the goods. The customer is responsible only for any decrease in the value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and operation of the goods.”

1.  As soon as the courier arrives, check the condition of the packages carefully: if one or more packages should show evident damage that could have compromised the integrity of the content, accept the goods by signing “with reserve” and indicating the type of anomaly found.

2.  Before opening the package (if you have signed with reserve) take a photo of the box / carton still closed: take a photo of the package in its entirety and also a closer one of the area subject to damage / anomaly.

3.  Open carefully, taking care not to damage the contents with cutters or similar.

4.Once opened, check the integrity of the article in all their parts: if you find defects or damage, photograph the product in its entirety or in any case the part of the product concerned first from a distance, and then closely, highlighting the detail of the type of damage. The photos must always be taken before proceeding with the eventual assembly of the products (in the case of items to be assembled). It is recommended to keep the original packaging, which must be reused for the eventual replacement of the item or the damaged part.

5.Reports of damage or defects of the goods must be made by email to info@extroitaly.com quoting the order number in the subject and attaching the photos taken: we will verify your report with the images sent and we will provide you with a reply in the tour of 2 or 3 days. For any doubts or clarifications, do not hesitate to contact us at +39 0432 675136.

6. Should you believe that any anomaly found could be a production defect or transport damage, you must promptly report to Customer Service. Reports on the external condition of packages must be made on the same day of unloading the delivery or at the latest the next morning; reports on the Integrity of the items after opening the packages must be made within 24 hours of unloading.
The report is made by sending an email with the order number, a description of what has been found and attaching the photographic documentation acquired during the installation phases.