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Frequently Asked Questions

Frequently Asked Questions

How do I make a purchase?

Making a purchase is easy. Simply select your items, along with size and colour, click 'add to cart' and follow the straightforward prompts on screen. If you have any problems, please contact our orders department at contact@passerini.com.

 

On some upholstered pieces the option COM/COL appears, what does it mean?

COM means Client's Own Material, COL means Client's Own Leather. We are looking to give our clients as much customization as possible. That's why most of our upholstered products can be made with the client's fabric or leather. When you place an order choosing this option, you will have to ship to us the fabric or leather of your choice and we will deliver that piece finished with that material. You will find information on the amount of material requested for each piece. This way, you can match pieces from different brands in a completely integrated design.

 

How do I contact customer care?

If you have any questions which are not currently answered on our website, please contact us at Customer Care by email at contact@passerini.com.

 

Can I order by telephone?

It is possible to make an order by phone. Simply call a customer care representative on +44 (0)20 71936 024. After providing us with the details of the item you wish to purchase and your shipping information, we will process your order.

 

How do I find a specific item?

If you know exactly what you are looking for, enter the Shop section of the website, where you will find the search field. Enter the words that best match your selection and you will be prompted a list of suitable products.

 

How do I know if an item is in stock?

Most items are made to order. Each product indicates approximately the time of delivery of the product. This does not include the shipping times, that vary depending on the shipping destination.

 

What payment methods does Passerini accept?

We accept most credit cards payment via Paypal and Bank Transfer. However, for order of more than GBP 5000, the only payment method is Bank Transfer.

 

Is it safe to use my credit card online at Passerini.com?

Passerini will not at any time receive or store your credit card information. We use Paypal to process payments, please visit Paypal.com to view their site and security measures. Once the transaction is completed via Paypal we receive confirmation and the rest of the transaction completes within our store. 

Passerini.com uses SSL encryption for secure pages and certified by GEOTRUST SSL.

 


 

How will I know if you have received my order?

After you place your order, you will receive an email from us acknowledging that your order has been received. This does not mean that we have accepted your order. Your order will show on your dashboard as processing. Once the state changes to in production or further, it means that your order has been accepted, and it will be shipped according to the expected schedule. Should any of the item(s) you have ordered be unavailable you will be quickly informed of the out-of-production piece(s) and your payment for the item(s) will be refunded.

 

Am I able to track my order?

In most cases we provide a tracking code. However some ground shipping does not allow for authomatic tracking. We will in that case from time to time check with the shipping company and alert you when the order is due to be delivered. In Case we have a tracking code, this will be sent to you by mail and it will be showing on your dashborad. Once in receipt of this tracking number you can check the current status of your shipment. Alternatively, you can email us on contact@passerini.com and we will track the order on your behalf.

 

Is my personal information kept private?

Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details please read the Passerini Ltd terms and conditions statement. In order to register as a user of Passerini Ltd, we ask you to provide us with your name, mailing address and email address. We may use these details to inform you of new goods and services via email. If you do not wish to receive such emails, please opt out of our newsletter service, in your preferences area. In order to process credit card orders online we require additional information including your billing address, shipping address, telephone number, credit card number and credit card expiration date. We will use your billing and credit card information to process your order and inform you of its delivery only. Please note that Passerini does not keep any of your payment details on the passerini.com website, and therefore these details are protected from any breach of security on the website. Navigational information is used only for internal purposes to enhance the customer shopping experience and site usability, and will not be shared with any outside parties.

 

Will Passerini.com have sales events?

At Passerini we hold sales events in particular occasions on selected items. You will be notified of those events by email, if you have subscribed to our newsletter.

 

Do I have to pay duty and import charges?

Delivery to countries outside the EU may be subject to local import taxes, which are your responsibility (where applicable).

The shipping company will contact you by telephone once your Items are in customs to let you know the cost. This may delay your delivery time as goods held at customs will be your responsibility to pay the necessary charges for local authorities to release the goods. Please be aware that if you don't choose to pay the import taxes we reserve the right to charge any additional costs incurred by Passerini Ltd to you.

Customs and handling charges will not be refunded if the goods are returned.

 

Will I have to pay VAT?

All European Consumers are subject to VAT. Our prices for non registered users are shown with VAT included. Upon registration you will see prices according to the country of residence. If you live outside the European Union, your orders will not include VAT, but this will only be shown upon checkout if you buy as a guest or until you register. 

 

Will I have to pay other Taxes or Customs?

While European consumers will be paying VAT but won't be charged for customs duties, all non-European customers will be charged for their local taxes or customs duties. These will be calculated directly at port of entry and are not something we can charge you upfront during the order process. Please expect our shipping company to contact you during the delivery process to settle these payments.