We are pleased to announce that our production department has returned to full operation. Our people are our most precious asset and we have taken every precaution to ensure their health and safety.

We’re here to help if you have any questions about your online order or product availability. The number to call is:  +39 0584 76 92 00.
Our Customer Care team are available Monday to Friday from 8.30 am – 12.30 pm and from 2.30 pm to 6 pm (Central European Time) apart from the following days which are Italian public holidays: 1 January, 6 January, 25 March, Easter Monday, 1 May, 2 June, 15 August, 1 November, 8 December, 25 and 26 December.
For any general questions relating to our products please also feel free to contact us by writing to customercare@salvatori.it or calling us on +39 0584 76 92 00.

FAQ
PRODUCTS, PURCHASING AND PAYMENT

Can all Salvatori products be purchased online? 
All products can be purchased via our site, from tiles for walls, floors and surfaces, to bathroom pieces, furniture and home décor items.
Naturally, if you have any questions or would like to see an example of a product, you can contact your nearest Salvatori dealer or showroom. You’ll find this by clicking on our Find a Dealer section. Alternatively, drop us an email at customercare@salvatori.it and we will be happy to assist.

How do I find a product on your site?
You can purchase any product from our entire catalogue via our website.
Starting from the Home Page, you can choose two ways to find the product you are looking for:
– If you are looking for a specific product, simply enter its name or a general term in the SEARCH box on the top right of the page (denoted by a magnifying glass icon) and you will see a list of all relevant products.
– If you would like to browse through Salvatori products, click on the SHOP button on the menu bar along the top left of the home page and from there use the filters to refine your search. You can search by category, collection and designers.

How can I buy a product I am interested in?
It’s easy and fast to purchase from our website. Simply click on the product you are interested in. You’ll immediately see a host of information about it. Choose the variant you want (where a choice is offered) and the quantity, then click on “Add to cart” and it will automatically be added.
You can check what is in your cart at any time by clicking on the “VIEW CART” button or the round circle, both of which you will find in the top right-hand area of the page.
You can modify the quantity of items in your cart and remove any you don’t want, until the moment you arrive at the payment step.
To finalise your order and proceed to the payment step, simply click on CHECKOUT.
You can then complete your transaction as a guest, or otherwise by creating an account, using your email address and password.
Fill in your address and billing information. If you wish to send to a different address, click on “Ship to a different address?” and complete those details.
Fill in the payment information. Depending on the processes followed by your bank, you may be asked to insert a password. However, you can be sure that whichever payment option you select, your payment will be processed in complete safety. For further details about this, please refer to the question “Are payments secure?”.
You will receive a message confirming your order has been received.

Once an item is in my shopping basket, do I have to buy it?
Not at all. You can place as many items as you like in your shopping basket, but right up until the moment when you submit your payment details, you can still modify your order or remove items. You can also use the Wishlist function to bookmark products you like, and then add them to your shopping basket at a later date.

How do I know my purchase has been successful?
Once you have inserted all the necessary payment details you will be directed to a page confirming your purchase.  You will then receive an email containing all the details related to your purchase, including your order number.

Can I cancel or change my order?
Once you have confirmed your order and payment, we cannot guarantee to be able to cancel or modify your order, however we will do our best to accommodate any such request. Orders for many items from our Home Collection are dispatched within 24 hours so please send an email as soon as possible to customercare@salvatori.it quoting your order number and we will try and help.
All products from our Walls & Floors and Bathroom collections are sold on a “no returns” basis as they are usually produced to order. Once production has started on an item we cannot accept a request to cancel it.
Any product which CANNOT be returned will be clearly indicated by the phrase “This product is not covered by the Right to Cancel”. You will find it on the main page for that product, and also in your shopping cart.
If you have already received your order and want to return or exchange an item, please follow the instructions you will find with your order, using the pre-printed labels we provide. Once we receive the returned item(s) we will process your refund or the exchange you have requested.

Is there a maximum of products I can purchase?
There is no limit to the amount of any single item you can purchase, subject to availability. We would point out, however, that our products may not be purchased with the intent of on-selling them.
We would take this opportunity to point out that our online service is available only to private customers and not for anyone wishing to resell them.

What payment methods do you accept?
Payment can be made securely by either PayPal or a debit or credit card which will be processed through the Stripe platform. We accept the following cards: Visa, Visa Electron, Visa V Pay, MasterCard and Maestro.

Are payments secure?
We use the payment platform Stripe, and all payments are processed by them. No payment details are shared with Salvatori and none of our staff can access these in any way.
Information is encrypted employing Secure Socket Layer (SSL), the latest industry-standard encryption technology. This ensures that all your personal information (including credit card details) is encrypted and sent securely when you place an order.

Can I request an invoice?
If you need an invoice, please tick the “Request an invoice” box which you will find when you reach the payment page and complete the mandatory fields (marked with *) and any others you wish to appear on the invoice.
Once the transaction has been completed, we regret that we are unable to provide an invoice.

Can I request a refund of sales tax?
All prices published on our website are in Euro and include IVA which is the Italian equivalent of VAT or sales tax. We are currently unable to offer a “Tax-free” service.

Is it possible to receive a personalised estimate?
Are you furnishing a large space and need to buy in quantity? Or perhaps you are an architect looking for products for a specific project? In such cases, click on “Contact us” or write to customercare@salvatori.it, making sure to include your contact information, some details about the project and the products you are looking for and we will do our best to help!

Are products covered by a warranty?
Any product you purchase comes with a legal guarantee of conformity, in accordance with articles 128-132 of the Italian Consumers’ Code.

 

SHIPPING AND TRACKING

How much will I need to pay for delivery?
We offer free delivery for most products in our Home Collection. For all other items we will calculate the cost based on the dimensions and weight of the order and the destination.
Please note that for purchases made through our website, we deliver to the following countries only:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxemburg, Malta, the Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom.
If you live in a country which is not listed above, please refer to our Find A Dealer section or contact us at customercare@salvatori.it and we will put you in touch with your nearest stockist.

How can I track the status of my order?
Once you have submitted your order, you will receive an email confirming we have received it. Once it is ready to be dispatched, we will send you an email, which will include either a tracking link (for items sent with our standard courier service) or details of the specialised transport partner (for larger items). As soon as our shipping partners inform us that they have delivered your order we will send you an email advising this.

How will my order be sent?
We have two different services, depending on the type of items ordered.
For items up to 70 kg and with reasonably compact dimensions, we use a standard courier service which will deliver to the ground floor. Delivery times are approximately 1-3 days within Italy and 6-8 days in Europe. For isolated destinations, these timings may vary. Delivery will generally be made Monday to Friday, between 8.00am and 6pm. We will always provide a tracking number with this service.
For all items from our Walls & Floors and Bathroom collections, as well as larger products from our Home collection, we use specialist transport companies, the choice of which depends on the destination.
Once your order has been collected, you will receive an email with an approximate delivery date and details of the transport company. You will need to contact the transporter to organise the exact date and time of your delivery. All deliveries made with specialist transporters are covered by All Risk insurance.

When will I receive my order?
Approximate delivery times are as follows:
Items from our Home Collection up to 70 kg: we endeavour to process and ship every order within one full working day of receiving it. Please note that for orders placed after noon (Central European Time), this will increase to two working days.
Larger items from our Home Collection (tables, furniture, special editions and mirrors): 4 – 5 days if the item is available in our warehouse. If it is not available, we will let you know the estimated date.
Items from our Walls & Floors and Bathroom collections: these are made to order. This means that they are very much “yours” but understandably, requires time for production, quality control and bespoke packing. Delivery times are indicated on our website alongside the product. These are intended as a minimum-maximum indication and take into account production times and destination.
If your order is made up of a number of products which require different amounts of time to produce, we may send items out at different times or all together.

How can I track the delivery of my order?
As soon as your order has been collected by the delivery company, you will receive an email from us containing all the delivery details.
If your order is being sent via our standard courier service, you will receive a tracking number.
If your order is being sent by a specialised transporter, we are unable to provide a tracking number, but you will be contacted directly by the delivery company so that you can organise the date and time of your delivery. For further information, please CLICK HERE.

Can my order be delivered to another floor?
We offer free delivery on the majority of items in our Home Collection and in these cases your order will be delivered to a ground floor address. Unfortunately we are unable to organise delivery to other floors.
For deliveries made using a specialist transporter, costs are based on delivery to the ground floor. If you have special requirements because of the location of your home, or the size and/or weight of the product order, please contact us at customercare@salvatori.it and we will do our best to help find a solution.

What happens once my order is delivered?
Please check your parcel as soon as it arrives for any damage to the external packaging which may have occurred during delivery as at this point Salvatori is no longer responsible for any breakages or damages to the product. If you are unable to be present when the delivery is made, we recommend that you organise for someone to sign for it on your behalf, asking them to check the condition of the packaging.
Please immediately check the contents for any damage or variation from the order you placed. If so, please advise Salvatori within 24 hours and provide photo(s) of any damages.

What do I do if the packaging is visibly damaged?
When your order arrives, if you notice any obvious damage to the packaging, or see that there are fewer packages than you were advised, please immediately advise the delivery agent. To facilitate the process, we strongly advise you to add the following phrase when you sign for the product: “Accepted, subject to a check of contents”.
You need to also contact Salvatori within 24 hours of the receipt of your order, by writing to customercare@salvatori.it. Please provide photo(s) of the packaging.

Which countries do you deliver to?
Please note that for purchases made through our website, we deliver to the following countries only:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxemburg, Malta, the Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom.
If you live in a country which is not listed above, please refer to our Find A Dealer section or contact us at customercare@salvatori.it and we will put you in touch with your nearest stockist.

Do I need to pay any customs duty?
Whilst the majority of countries we deliver to are within the EU, we advise you to check with your customs office to check if there are any additional tariffs which must be paid when importing products from Italy.

What do I do my order hasn’t arrived?
If your order has not arrived as expected, please contact us immediately at customercare@salvatori.it and we will try to resolve the situation as soon as possible.
Salvatori cannot accept responsibility for any delays caused by the delivery company being used, nor for events out of our control, such as national holidays, strikes, coups d’état, natural disasters, accidents in which the transporter is involved and theft. Should a Force Majeure continue for more than three months, the order will be automatically cancelled.
Any delays of less than 30 days do not confer the right to cancel the order, refuse to accept delivery or ask for any refund or compensation.
If Salvatori is unable to advise a reasonable and realistic delivery date, we will offer you the option of cancelling the order. Should you choose to cancel in that case, we will refund you immediately using the same method used to make the original payment.

Do you provide an assembly or installation service?
We are currently unable to offer these services, however we will be more than happy to advise you on the type of service you will need to order from a local supplier. Please contact us at customercare@salvatori.it.

 

EXCHANGES AND RETURNS

Can I exchange or return a product?

The majority of products in our Home Collection can be exchanged or returned.For products where delivery charges apply, the same figure will be debited for returns, via the same payment method that was used for the original purchase.

How do I return a product?
For products which qualify for our return/exchange programme, you have 14 days in which to return them from the date of delivery. Simply follow the instructions which are included with your purchase and ensure you use the return label provided. This service is free if you use the courier selected by Salvatori.
Once we receive the product(s) back, we will check that it is in perfect condition. This means that they are in their original packaging, show no signs of usage or dirt, and include any labels or instruction leaflets which were provided with them. If we are satisfied that they are in the same condition as when we originally sent them we will process the refund or organise a replacement.
Please note that not all products can be returned as many of our products are produced on order.

How long will it take to receive my refund?
Once we receive any returned goods, we will check that they are in perfect condition. This means that they are in their original packaging, show no signs of usage or dirt, and include any labels or instruction leaflets which were provided with them. This usually takes place within 3 – 5 working days once we have received a product back.
We will then authorise a refund which will be made via the same means of payment originally used for your purchase. You should generally receive this within five working days of the goods being returned to Salvatori.

Are delivery charges and the costs of returning products refundable?
If delivery is included in the price of a product and the product qualifies for return, there are no delivery charges. This includes any delivery costs related to returning it. For products where delivery charges apply, the same figure will be debited for returns, via the same payment method that was used for the original purchase.