► Order process
The first step is to contact your Personal Acount Manager with your order request. Once we receive this information, our team will send you a proforma invoice with all information of your order request.
With the proforma invoice, you can proceed with the down payment to confirm your order (40% of total order value for standard pieces). As soon as we receive this payment, we will begin production and confirm it to you by email.
Once the production of your pieces is complete, we will get in touch with you so you can proceed with balance payment (60% of total order value for standard pieces = the remaining order value).
After we receive the balance payment, we will proceed with shipping of your order (in case shipping is organized by us) or give you the information to proceed with picking up your pieces (in case shipping is organized by you).
► How do I request a proforma?
All you have to do is fill in this form (make sure you choose “proforma” in the field “your request”)
► How do I make the down payment?
Our preferred payment method is bank transfer. The proforma you will receive will include all our bank details, which you can use to proceed with the down payment bank transfer.
► How long does the production take?
As our pieces are handcrafted, the usual production lead time for our pieces is between 12-16 weeks. If you have a special project and need the pieces before this, please contact your Personal Account Manager, who can inform you if your request is possible or guide you through other solutions.
► How do I know the status of the production of my piece?
After you requested the proforma, it’s status will be visible at your Client Area. Once it is adjudicated, you can find in this area updated information and photos of your order. You’ll also be notified by email of any major updates regarding the production status of your order.
► How does shipping work?
We have partners who help us when it comes to finding the best solution for shipping of our client’s pieces. If you wish, we can arrange your shipping (shipping costs added to your proforma). You can also arrange the shipping yourself if you prefer.
► Can I make changes to my order after it is placed?
We proceed with production only once an order is placed, so you can’t remove pieces from your order once it is placed and we begin production. Regarding changes in the pieces in your order (for example finishes), it depends on the status of the production of your piece and will be evaluated on a case by case basis. If any change is needed, we advise you to contact your Personal Account Manager as soon as possible.
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