FREQUENTLY ASKED QUESTIONS
ACCOUNT & ORDERS
DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
You can even purchase on TANINIHOME without creating an account. However, if you register to our website you will be able to enjoy the following benefits:
1) Track your shipments and check your past orders.
2) Be the first to receive information on innovations and promotions reserved exclusively to members
3) Create your DREAM HOUSE by adding your favourite products to your Wish List.
4) Save your address and credit card details to make purchasing quicker next time.
5) Check the status of your orders in real time.
6) Manage your account details
7) Download technical information on products
8) Book free advice from one of our expert salespeople
IS MY DATA SECURE?
I'VE FORGOTTEN MY PASSWORD - WHAT SHOULD I DO?
To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email. If you are in trouble, please contact our Customer Service calling 800 943270 (Italy), or +39 055 0540617 (from a mobile and internationally) - Monday to Friday 10 am - 6.30 pm - or by Email: email@example.com
CAN I CHANGE MY ID, PASSWORD OR EMAIL ADDRESS?
In order to change your account details, log in to TaniniHome, access to your account and modify the information you wish to.
HOW CAN I CHANGE MY SUBSCRIPTION TO THE NEWSLETTER?
You can manage your newsletter subscription from inside your account.
HOW DO I MAKE A PURCHASE?
Purchasing on TANINIHOME is easy:
Use the BATHROOM, HOME, LIGHTING and SURFACES links. You can also shop directly in the Shop section by STYLE INSPIRATIONS, BRAND or SALES.
1) Once you have chosen a product, select the options required and click on the button “ADD TO BASKET”
2) Review the purchases in your basket by clicking the link “SHOW BASKET” at the top right of the page.
3) Click on “GO TO CHECKOUT” to complete your order.
If you need support, our members of staff are ready to help you to make your online purchasing as simple as possible, just as if you were here in Florence at our store!
HOW DO I USE A PROMOTIONAL CODE?
Every now and then, TANINIHOME holds promotions using promotional codes. When you make an order, follow these 2 simple steps to obtain your discount:
1) Enter the code in the special box "discount codes" on the basket page and click on "apply”. 2) Check that the discount has been applied in the order summary, still on the basket page, and click “PROCEED TO CHECKOUT”
CAN I CHANGE MY ORDER ONCE IT HAS BEEN PLACED?
The order can be changed only until the “REVIEW ORDER” step. Once the payment has been done, it will be not possible to change the order any longer. In case you need to change the order after the payment has been completed, please contact us urgently by email:firstname.lastname@example.org
WHAT PAYMENT METHODS DOES TANINIHOME ACCEPT AND IS IT SAFE TO USE MY CREDIT CARD ONLINE?
We accept the Visa, MasterCard, Maestro, JCB, Diners and Amex circuits.
You can also choose to pay by PayPal. When you select this option at the CHECKOUT you will be forwarded to the 'Log In' page of the PayPal website, where you can check the amount for the final time before proceeding with the payment. When the transaction is complete, you will be redirected to TANINIHOME.
Finally, you can choose to pay by bank transfer, by entering the following details:
Bank: Cassa di Risparmio di Firenze
Agency: Agenzia 19
For payments received by credit card or PayPal, security is guaranteed by the SSL (Secure Sockets Layer) encryption system that protects the transaction data.
If you would prefer to place an order by telephone, you can call Customer Care on 800 943270 (Italy), or +39 055 0540617 (from a mobile and internationally) - Monday to Friday 10 am - 6.30 pm - or by Email: email@example.com
CAN I PAY UPON DELIVERY?
All the orders have to be paid in advance, before the shipment, by Paypal, credit cards or bank transfer.
HOW ARE TAXES AND RATES CALCULATED?
Taxes and rates are calculated based upon the shipping country. To check that the prices, taxes and shipping costs are calculated and displayed accurately, click on the link at the top right of our website and choose your country from the list of shipping destinations. The total on the order summary page will be shown with all cost specifications. If you live in a country within the European Union and you do not have a VAT number, you need to pay Italian VAT (22%). If you have a company with VAT number registered in a member state of the EU, it is possible, by entering your details, to purchase from TANINIHOME without Italian taxes being applied. If the shipment address is in Switzerland, Norway or another non-EU country, Italian VAT will not be applied, but the customer will pay the taxes and duties required by the destination customs.
CAN I CHOOSE THE CURRENCY I PAY IN?
No, you cannot. All orders are invoiced in Euros. In any case, to assist you in the calculation, TANINIHOME also allows you to see the prices in British pounds and American dollars. The currency conversion system is updated once a day.
DO YOU OFFER SPECIAL DISCOUNT TO PROFESSIONALS?
If you are an architect or interior designer working on an interior project, please contact us: firstname.lastname@example.org
WHICH COUNTRIES DOES TANINIHOME SHIP TO?
TANINIHOME can ship to any address within the European Union.
In Switzerland and Norway a contribution of €50 for export duties will be added to the shipping costs in the basket. Customs release costs will also be borne by Swiss and Norwegian citizens.
TANINIHOME also ships outside the European Union. In this case, request a personalised quotation: email@example.com
HOW MUCH WILL THE DELIVERY COST?
In Italy a fixed contribution of €10, except promotions.
In EU countries a fixed contribution of €20, except promotions.
For Switzerland and Norway a fixed contribution sum of €50 will be added for customs duties.
For shipments to Non-EU countries, you can request a personalised quotation directly inside your chart entering your shipping information. We will reply to you by email in short time. Shipping cost will be automatically updated in your chart, so that you will be able to complete your order on TANINIHOME.
HOW LONG DOES DELIVERY TAKE, AND HOW MUCH WILL IT COST?
Each product will ship according to the timing that is reported in its product description: delivery time can vary depending on the production characteristics of any product and by the inventory situation. In case of orders including multiple products, take into account the longest delivery time stated, unless differently reported in the checkout page. The TANINIHOME team is always striving to comply with the stated delivery dates, however there are cases when we cannot control the entire supply chain: should the delivery be delayed, we will aknowledge you as soon as possible.
In case of any doubts or questions please refer to the email firstname.lastname@example.org
To verify the order status you can access the “My account” area and click on the “My orders” section, where you will see the order production phase.
WHICH ARE DELIVERY TIMES?
In Italy: available products are shipped from our warehouse in Calenzano (Province of Florence) and are generally delivered within 4-5 working days from the date on which we receive payment.
In Europe: Available products are shipped from our warehouse in Calenzano (Province of Florence) and are generally delivered in Europe within 7-10 working days from the date on which we receive payment.
For Non-EU countries, the delivery times will be communicated by e-mail.
Deliveries are made from Monday to Friday in working hours.
CAN I TRACK MY SHIPMENT?
Once your order is shipped from our warehouse, you will be sent an e-mail with the details of your shipment: tracking number, scheduled delivery date and direct contact details of the shipping agent.
WHO WILL TAKE CARE OF THE DELIVERY OF MY ORDER?
In Italy, all deliveries are made via the courier Bartolini.
To ship small orders within the European Union we use the DHL service by land while for larger orders we use specialist carriers.
In the majority of cases, the courier will telephone you prior to delivering your order to organise a convenient delivery time during normal working hours.
Bartolini and DHL perform the service of delivery to the floor while all other specialist carriers deliver to street level.
For supplementary delivery services please contact us by e-mail: email@example.com before ordering.
HOW SHOULD I ACT UPON DELIVERY?
When you receive the delivery, you need to write on the transportation documents “goods accepted with reserve” in the presence of the driver. If there is damage caused by the carrier that is not immediately visible, you will thereby be able to open a complaint with the transportation firm. Any damage identified must be reported strictly by e-mail no later than 3 days after receipt of the goods and before proceeding with any assembly and/or installation.
Visit the Returns & Exchange page for more information.
IS MY ORDER INSURED? DO I HAVE TO SIGN FOR ACCEPTANCE UPON DELIVERY?
All orders are insured against theft and accidental damage caused by transportation from TANINIHOME to your delivery address. Once the parcel has been delivered and you have signed for acceptance at the delivery address, the insurance cover ends. To ensure your purchases arrive intact and in perfect condition, we mandatorily require a signature for acceptance upon delivery.
EXCHANGES & RETURNS
WHAT DO I HAVE TO DO IF I WANT TO RETURN OR EXCHANGE A PRODUCT?
If, for any reason, you are not entirely satisfied with one or more products, you can return them to us at your expense. The products must be delivered to our warehouse in Italy within 30 days from the date on which they were delivered to you; they must be in the original packaging and conditions. If the conditions indicated above are satisfied, you will be refunded the purchase price excluding shipping costs.
WHAT DO I HAVE TO DO IF ONE PRODUCT IS DAMAGED?
Any damage identified must be reported strictly by e-mail no later than 3 working days after receipt of the goods and before proceeding with any assembly and/or installation to the following address: firstname.lastname@example.org
For more information visit the page Exchanges & Returns