FREQUENTLY ASKED QUESTIONS
For further information please contact us directly by mail from our Contact page
How to make a purchase ?
Navigating our site is easy and self-explanatory. To view all our products, go to SHOP or simply click on the category images on the HOME page. If you are looking for something specific, type your key word in the product search box at the top of the page. Click on VIEW to find all the details on the fabric technical sheet. When you have selected your fabric, proceed as follows:
- Request a free sample; a maximum of 5 fabric swatches (size 8 x 4,5 cm) per month. We strongly advise you to ask for swatches to help you choose your products. Photographic reproductions of fabrics will never be 100% true to the originals.
- Proceed to buying; you are allowed to order a minimum quantity of 5m up to the maximum quantity available in stock which is indicated on the technical sheet. If you wish to order a greater quantity than available, write to us at: firstname.lastname@example.org
Do I need to register ?
There is no need to register on our website to simply view and buy our products. Nevertheless, we advise you to register if you think you will re-visit our shop and make further purchases. Creating your own account will guarantee you:
- a faster sample request and buying process
- enable you to check your order status at any time
- the possibility to receive, if you wish, newsletters with up-to-date information from our E-shop
How do we ship ?
As soon as we receive notification of payment, your order will be processed by our stock room team who, within 24-48 hours will ship your goods with one of our trusted courier services: TNT, UPS or DHL. You will be able to select standard or express delivery during the buying process and also check delivery costs based on your country, or you can find out more by visiting our shipping page. Should you experience any problems with your delivery, please contact us at the following address: email@example.com If you are registered with us, you will be able to check your order status at anytime by logging in to your account at the top of the page in log in/register.
How much are the delivery costs ?
Delivery costs are calculated based upon the country of destination, the weight of goods and the shipping service requested (stardard or express). We offer a free shipping service in Italy. For other countries, delivery costs based on weight ranges and geographical areas, are shown approximately on our shipping page. The exact delivery charge is calculated in your SHOPPING CART.
Which countries do we ship to ?
To find out more about what countries we ship to, please go to our shipping page. You will find there a list of all the countries we can ship to as well a list of delivery costs based on goods' weights and types of delivery service. If your country is not on our list, please write to us from our contact page.
Which payments do we accept ?
We accept payments by the following credit and debit cards: Visa, Visa Electron, Maestro, MasterCard and American Express. Alternatively, we accept payments by money transfer, for which you will find details on the order confirmation e-mail. For further information regarding payments please go to the dedicated page: payment methods.
Can I place an order by telephone ?
Certainly! Our customer service team will assist you with your order over the phone. You can contact us at this number: +39 3427064399 from Monday to Friday between 9 am and 6 pm or alternatively send an e-mail to: firstname.lastname@example.org
What do i do if i forget my password ?
In case you have forgotten your password, our system can help you find it again. Simply go to the LOG IN page, write your username and click on the link 'I have forgotten my password'. Within a few minutes you will be sent an e-mail with your old password.
Can i cancel my order ?
Should you realise that you have made a mistake while placing an order or you wish to make changes, partially or fully cancel the order, we invite you to contact us immediately by sending us an e-mail to: email@example.com. We will do our best to satisfy your request, but only on the condition that your order of fabric has not been cut and made ready for delivery.
Is it possible to return goods ?
As a general rule, Stib19 cannot accept return of goods such as fabrics once they have been cut to measure as they are essentially customized products. It would be impossible to sell the exact same quantity of a client's order to another. We invite you nevertheless to read our dedicated page returns and refunds to find out more.
Is it possible to get a refund ?
You are entitled to ask for a refund if goods are faulty or wrongly delivered. For further information please read carefully our dedicated page on returns and refunds.