FAQ
Delivery Conditions
What are your delivery times?
What are your delivery times?
In our shop, under every product, you can see an "Expected dispatch date". When you make a purchase, you will also receive this information in the "Order Confirmation" email.
Please note that these times are just an estimation. We begin to process your order the moment your payment has been received and processed, so the date is subject to change.
If the product is available in our main warehouse, it's usually dispatched within 7 working days, and delivery should not take longer than 3-5 working days.
Some of our products have to be sourced from our European warehouses, in such cases please allow up to 4 additional days for dispatch.
As soon as your order is shipped, you will receive a "Dispatch Information" email with the tracking details. From that moment you'll be able to check the order status yourself.
What is the delivery cost?
What is the delivery cost?
Shipping is free (curbside for large items; home for small) to any place in the Italian mainland, including Sicily and Sardinia. For areas such as harbours or smaller islands, there may be an additional delivery charge. Please contact customer service for more information.
What delivery services do you offer?
What delivery services do you offer?
Your furniture will be delivered free of charge to the curb or as close to your door as the lorry can get, but will not be carried into your home.
Delivery of items over 30 kg can be made to the room of your choice, although deliveries above the first floor are dependent on access to a lift. The room of choice (selected in the checkout section) must be accessible by regular stairs.
Small items will be delivered to your door free of charge.
Will the furniture be carried into my home?
Will the furniture be carried into my home?
Your furniture will be delivered to the curb or as close to your door as the lorry can get, but will not be carried into your home. If you would like your furniture to be delivered into your home or garden, this can be arranged for a small surcharge. Please select this option in the purchase process or contact customer service about the need of the additional service. This option cannot be added after the product has been already dispatched.
Will the delivery man take away the packaging?
Will the delivery man take away the packaging?
Unfortunately we do not offer this service and, on the contrary, we advise the customer not to throw away the original packaging for the first few days in case you want to return the goods (which cannot be made without original packaging).
Do you offer assembly service?
Do you offer assembly service?
We're currently working on including this service into our offer, however it's not yet available.
Do you offer express delivery?
Do you offer express delivery?
We offer express shipping from stock within 7 days from the time the order is settled for a surcharge. Please note that if we are unable to deliver the goods to the courier within the promised deadline, you will be immediately reimbursed for the amount spent for this additional service.
Can I pickup my order from your warehouse?
Can I pickup my order from your warehouse?
As we have outsourced the delivery of our furniture to an external company, it is unfortunately not possible for customers to collect their own furniture order.
Can you deliver to another country?
Can you deliver to another country?
Our shop is currently present in most European countries. If you would like to have your products delivered to a specific country, we recommend to purchase on that local website.
To see all of your local pages please go to: Beliani.com.
Can I select a specific delivery time/day?
Can I select a specific delivery time/day?
When placing an order you are able to select a later dispatch time. It means that you will not get your product before the specified date. Our carrier will call you before the delivery to schedule the appointment, however we are not able to book a specific date and time window.
Will all my products be delivered at the same time?
Will all my products be delivered at the same time?
Depending on availability your order may be split into several shipments. Depending on the products' weights and dimensions, individual items may also be delivered by separate shipping companies.
Please see the "Dispatch Information" email to check if all the items have been sent at the same time. If all items have been dispatched, you can check the tracking details - the tracking number can be found in the "Dispatch Information" email.
My Order & Account
How do I place an order?
How do I place an order?
There are 4 options for you to shop: Beliani page, email, phone or, Facebook chat.
1. To buy online, go to www.beliani.it
Add all your selected products to the basket. If you'd like to see the selected products, click on the basket option visible in the pop-up or in the upper right corner of the page. To finalize your purchase, go to the checkout.
Sign in, with the following options:
- - To an existing account
- - Sign in with a Google account
- - Sign in with a Facebook account
- - Sign in with a PayPal account
If you are a new user, you can create an account or buy as a Guest. You will then be asked to provide your billing and shipping address. We will also need to get your phone number so our Customer Service or carriers can contact you if needed.
In the next step, you need to specify the payment (to learn more about available options, click here methods and services (to learn more about available options, click here)
Please confirm that you agree to our Terms & Condtions and specify if you would like to receive our special offers to your inbox. You can then place your order.
2. Another option is to place your order by phone at +39 06 56548602. Please prepare a list of products you would like to purchase, your billing and shipping address. Our customer service team will lead you through the rest of the process.
3. You can also write to us at [email protected]. Please list the products you would like to purchase, your billing and shipping address (please include your phone number so our Customer Service or carriers can contact you if needed.)
4. It's also possible to place an order on Facebook. Use the messenger to send us your order details. Please prepare a list of products you would like to purchase, your billing and shipping address. Our customer service team will lead you through the rest of the process.
Where can I find my order details?
Where can I find my order details?
You can find all the information about previous and ongoing orders in
My Orders section.
There, you can find all the information about your orders and the invoices after clicking "Show more" for the status "Order sent". You can find the invoice to download next to your Billing and shipping address.
When will my order be shipped?
When will my order be shipped?
In our shop, under every product, you can see an "Expected dispatch date". When you make a purchase, you will also receive this information in the "Order Confirmation" email.
Please note that these times are just an estimation. We begin to process your order the moment your payment has been received and processed, so the date is subject to change.
If the product is available in our main warehouse, it's usually dispatched within 7 working days, delivery should not take longer than 3-5 working days.
Some of our products have to be sources from our European warehouses, in such cases the dispatch should take 4 more days.
As soon as your order is shipped you will get a "Dispatch Information" email with the tracking details. From that moment you'll be able to check the order status yourself.
How can I change my order?
How can I change my order?
If you wish to change your order before it is shipped, please go here and click "Show more" by the corresponding order number. There, click "Change the address" button and make changes. You should receive a notification e-mail confirming the change.
However, once an item has been shipped, we are not able to process the change. You need to reject the package when the courier attempts the delivery. Your refund will be issued the moment we can confirm the pickup refusal in the tracking information.
How can I cancel my order?
How can I cancel my order?
If you wish to cancel your order before it ships, please contact our customer service team directly: by phone +39 06 56548602 or by email [email protected]. However, once an item has been shipped, we are not able to process the cancellation. You need to reject the package when the carrier attempts the delivery. Your refund will be issued the moment we are able to confirm the pickup refusal in the tracking information.
How can I track my order?
How can I track my order?
As soon as your order is shipped you will get a "Dispatch Information" email with the tracking details. From that moment you'll be able to check the order status yourself.
You can also find all the information about previous and ongoing orders in your customer interface
Why I have I not received my order yet?
Why I have I not received my order yet?
In our shop, under every product, you can see an "Expected dispatch date". When you make a purchase, you will also receive this information in the "Order Confirmation" email.
Please note that this information is only an estimate. We will start processing your order only after payment has been received and processed. The final delivery date can therefore change.
If the product is available in our main warehouse, it's usually dispatched within 7 working days, delivery should not take longer than 3-5 working days.
Some of our products have to be sources from our European warehouses, in such cases the dispatch should take 4 more days.
As soon as your order is shipped you will get a "Dispatch Information" email with the tracking details. From that moment you'll be able to check the order status on your own.
How can I change my account information?
How can I change my account information?
You can update your e-mail address, delivery information and password here or by contacting our Customer service team at: +39 06 56548602 or E-Mail [email protected]
Where can I find the company's privacy policy?
Where can I find the company's privacy policy?
To learn more about our privacy policy, please go to: Privacy Policy
What terms and conditions apply?
What terms and conditions apply?
You can find our full terms and conditions here: Terms and Conditions
Payments & Promotions
What payment options do you offer?
What payment options do you offer?
You can choose from several most popular and safest payment options in the market, such as:
- - Prepayment (by bank transfer or through the post office)
- - Credit/Debit card
- - PayPal
- - Instalment payments - Klarna
To learn more about our payment options, please go to: Payments
Do you offer 'Pay on Delivery' option?
Do you offer 'Pay on Delivery' option?
We're currently working on implementing this service into our offer, however it's not yet available.
How do I use a voucher code?
How do I use a voucher code?
Add your product(s) to the cart. After you've added your desired product/s to the basket, go to checkout and enter the voucher code at the third step of the checkout process. Click "Use voucher" and the promotion will be applied automatically within seconds.
Why can't I use the Klarna payment option?
Why can't I use the Klarna payment option?
If you're shown the following message at the checkout:
"Option not available.
Unfortunately this option is not available. Please choose a different payment method."
It means that you didn't pass Klarna's soft check. This is a standard procedure done by an algorithm that scores you within seconds and determines whether you are eligible to pay with Klarna at this time or not.
If you require further assistance, please contact Klarna’s Customer Service via Live Chat by logging into the Klarna app/account or call Klarna on (+44) 080 818 93333 between Mon-Sat from 9AM to 6PM.
Check how to increase your chance of being accepted for payment with Klarna here.
How can I change the payment method?
How can I change the payment method?
Please contact our customer service team directly: +39 06 56548602 or [email protected]. Our team will make the required changes to your order for you. To speed up the process, please have your order number ready.
How do I use the "Pay in 30 days" payment option?
How do I use the "Pay in 30 days" payment option?
To learn more about this payment option go to: Klarna Pay in 30 days.
How do I use the "Pay in 3" payment option?
How do I use the "Pay in 3" payment option?
To learn more about this payment option go to: Klarna Instalments
How do I use the "Pay in Installments" payment option?
How do I use the "Pay in Installments" payment option?
To learn more about this payment option go to: Klarna Instalments
Why has my payment failed?
Why has my payment failed?
If your payment does not go through, please make sure that:
- - There is no technical issue with the payment provider you're trying to use
- - You have sufficient funds to make the purchase
- - Your personal details (name, billing address, country) match the details on your card
- - You've entered the correct CVC code
- - Your card has not expired
- - You're not using an anonymous proxy to access the Internet.
If the payment can not be made, you should contact your bank or payment provider for more information about why your payment was rejected. Problems with instalment payments - Klarna: Why can't I use the Klarna payment option?
How can I subscribe to Beliani's e-mail newsletter?
How can I subscribe to Beliani's e-mail newsletter?
You can subscribe to our newsletter to receive the latest offers, discounts and inspiration by scrolling down to the middle of our main page, filling out your email address and clicking "Subscribe". You will have to confirm your subscription by clicking "Confirm" in the email received from us.
Products & Availability
Can I customize the product I like?
Can I customize the product I like?
Unfortunatelly, we're not able change any elements of the design of our products. However, majority of our products is available in multiple colours and/or fabric versions.
What warrantee conditions do you offer?
What warrantee conditions do you offer?
Our standard warranty period is 24 months.
When placing the order, we give you the possibility to get an extended warranty of 36 additional months. This service protects you favourably from unpredictable repair costs. In the case that during the warranty a material or fabrication defect occurs, we repair or replace your product for free.
The warranty does not apply to a standard wear and tear and any damage caused by the incorrect usage of the product.
Where can I see the product?
Where can I see the product?
In order to offer our customers the most competitive prices, we've decided to keep our business strictly online. It allows us to avoid the cost of maintaining expensive showrooms and offer out products at such attractive prices.
How do I buy for the 5-year warranty?
How do I buy for the 5-year warranty?
Select the product you like and add it to the card. 5-year warranty period can be selected in the second step of the purchase process. This service protects you favourably from unpredictable repair costs. In the case that during the warranty a material or fabrication defect occurs, we repair or replace your product for free.
The warranty does not apply to standard wear and tear and any damage caused by the incorrect usage of the product.
Our standard warranty period is 24 months.
How can I check if the product I like is available?
How can I check if the product I like is available?
If you want to make sure that your product is currently available in stock, please check the "Availability" / "Available from" section placed on each product page.
Are your products for commercial use?
Are your products for commercial use?
We strive to offer the best quality of our products. However, our furniture is recommended only for private use and might not be suitable for commercial use.
Returns & Refunds
What is the return cost?
What is the return cost?
The return is free within 14 days of delivery of the order. Contact customer service for any further information in this regard.
Can I really return the product up to 365 days?
Can I really return the product up to 365 days?
Brand-new (unused) product, packed securely in the original packaging can be returned for up to 365 days. Up to 14 days we will offer a free return and issue a full refund in the same method of your original payment. After 14 days, you'll need to cover the return cost. Your refund will be issued in the form of voucher to be used at beliani.co.uk within 365 days.
The return of used or installed products is not possible. All hygiene-related articles (waterbeds, mattresses, bed pillows, hot tubs and bath tubs etc.) will be accepted only in the original unopened packaging.
What should I do if I received a wrong item?
What should I do if I received a wrong item?
Please contact our customer support:+39 06 56548602 or [email protected].
To speed up the process, please have your order number ready.
Please provide the article numbers (printed on each carton) of the boxes you have received. If possible, please provide pictures of the received items and the boxes these came in. Please also keep the original boxes until the case is solved.
Alternatively, you can lodge a complaint through your account. Simply log in, navigate to the "My Orders" section, and select the relevant order. At the bottom of the page, click on "Report a Problem" and follow the instructions.
What should I do if I have received a damaged item?
What should I do if I have received a damaged item?
Please contact our customer support:+39 06 56548602 or [email protected].
To speed up the process, we will ask you for your order number, so please have it ready.
Please provide the signed Proof of Delivery (POD) (with the "damaged" note in it), article numbers (printed on each carton) of the boxes you have received. You also need to provide pictures of the received items and the boxes these came in. Please also keep the original boxes until the case is solved.
Alternatively, you can lodge a complaint through your account. Simply log in, navigate to the "My Orders" section, and select the relevant order. At the bottom of the page, click on "Report a Problem" and follow the instructions.
What should I do if I have received an incomplete item?
What should I do if I have received an incomplete item?
Please contact our customer support:+39 06 56548602 or [email protected].
To speed up the process, please have your order number ready.
If you have received all boxes, but a piece of the product is missing, please use the product manual (if available) to describe the element that is missing.
Please provide the article numbers (printed on each carton) of the boxes you have received. It is best if you provide pictures of the received boxes and the elements you do have.
Alternatively, you can lodge a complaint through your account. Simply log in, navigate to the "My Orders" section, and select the relevant order. At the bottom of the page, click on "Report a Problem" and follow the instructions.
What should I do if I have received an incomplete order?
What should I do if I have received an incomplete order?
Please note that depending on the availability, your order may be split into several shipments. Please check the "Dispatch Information" email to make sure that all items have been sent.
If all items have been dispatched, you can check the tracking details - tracking number can be found in the "Dispatch Information" email.
If you need more support, please contact our customer support: +39 06 56548602 or E-Mail [email protected].
To speed up the process, please have your order number ready.
More details:
If you have received all boxes, but a piece of the product is missing, please use the product manual (if available) to describe the element that is missing.
If you are missing a full box, please provide the article numbers (printed on each carton) of the boxes you have received. It is best if you provide pictures of the received boxes.
Alternatively, you can lodge a complaint through your account. Simply log in, navigate to the "My Orders" section, and select the relevant order. At the bottom of the page, click on "Report a Problem" and follow the instructions.
What should I do if if I want to return my order?
What should I do if if I want to return my order?
Our goal is to make this service as easy and uncomplicated as can be. To make sure that it goes smoothly, please follow these few simple steps:
Please contact our customer support: +39 06 56548602 or [email protected], make sure you are able to provide your order number.
It'll be extremely helpful if you provide the reason for your return, so we can improve our offer for our customers.
More details:
How long will it take to process my refund?
How long will it take to process my refund?
From the moment you have received the confirmation from our Customer Service Agent about the refund approval, it should not take longer than 3-7 days.