For routine maintenance of the surfaces, always use neutral cleansers (for example, FILACLEANER or neutral soap).
Do not in any case use harsh products that could irreparably damage the surface of the stone (such as acids or descaling products).
We strongly recommend that you do not place hot objects such as kettles or pans directly onto natural stone as it may cause
discolouration or staining.
If your stone is exposed to “hard water” where there is a high mineral content, you will need to take a little extra care as the cleaning properties of the FILACLEANER or neutral detergent will be weakened. You will therefore need to use these products a little more frequently so that soap scum, lime scale and the like do not have the chance to build up and congeal.
The majority of products in our Walls & Floors and Bathroom collections are produced to order. Whilst this means a highly personalised product, it also requires additional time for production, quality control and bespoke packing. Delivery times are indicated on our website alongside the product. These are shown 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, but we will advise you of this.
For all items ordered from our Walls & Floors or Bathroom collections our delivery procedure is as follows:
1. We will send you an email confirming your order and we will organise delivery with one of our various shipping partners, depending on your location.
2. Once the shipping company collects your order from our premises in Tuscany, we will send you an email confirming this and we will provide you with contact details for the shipping company.
3. Our shipping partner will then contact you to organise the date your order will be delivered to the delivery address you specified at the time you placed your order.
Delivery is intended to mean at street level and unless otherwise indicated, will take place from Monday to Friday during normal business hours (from 9 am to 6pm), excluding public holidays.
We offer a comprehensive White Glove delivery service which includes delivery, assembly and the removal of all packaging. If you would like a personalised estimate, please contact our customer care team at email@example.com.
Payment can be made securely by either Paypal or a debit or credit card which will be processed through the Stripe platform which accepts all major debit and credit cards from customers in every country. The authorized amount will be released by your credit card’s issuing bank according to its policy. Save as otherwise stated on the website during the purchase process, the purchase transaction will only be charged to your debit or credit card after we have verified your card details, received credit authorization for an amount equal to the purchase price of the ordered products.
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. 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.
Returns and Exchanges
The majority of products in our Home Collection can be exchanged or returned. Larger items or pieces made to order may not be returned.
All products Walls & Floors and Bathroom collections are sold on a “no returns” basis as they are usually produced to order. 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. For those products where returns are permitted, you have 14 days in which to send them back. You will find instructions for doing with your order. 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. 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 fourteen days of the goods being returned to Salvatori.