FAQ

WEB:

Do I have to register?

Yes, to acces all the services offered by the web you have to fill out the registration form and wait for us to confirm your register (we send you a confirmation email within 24 hours so you know when we have given you access) . Sometimes we ask for documentation such as SEPA, copy of IAE, AEAT Certificate ...

Can I buy if i’m a private?

We are sorry but this website is only for wholesale purchase. We sell to stores, wholesalers and distributors nationally and internationally.

Why can’t I see the prices if I have registered?

If you have completed your registration and still do not see the prices or images of the products, it is because we are processing your application. As soon as we register you, we will send you an email to let you know that you already have full access to all the services on the web.

Do I have to register?How can I change my account information?

To change any information (delivery or billing address, telephone ...) you can do it directly from the My Account section.

Is there stock of everything displayed on the web?

We have stock of all items that do not have an availability date or that do not have the "Coming Soon" label.

Do you ship to the whole world?

Yes, in Helio Ferretti we do not like borders and we want everyone to enjoy our products. You can place your order online from any corner of the world!

Is the website safe?

We are concerned that our customers feel and are safe buying on our website. That is why we follow the SSL (Secure Soket Layer) protocol to ensure that all transactions on our website are 100% secure.

 

PRODUCTS:

What is lot?

The lot is the sales unit we use in Helio Ferretti. Items with various colors or models are sold assorted according to the number of colors or models they have. If you have questions about how many units you are buying, you have an explanation of the contents of the batch in "One batch contains" within each article tab.

Do the prices of the products bear the taxes applied?

No, the prices of the products are gross, at the end of the order the taxes will be added and you will see in detail what amount corresponds to them.

What does the availability date in some of the articles mean?

There are some items of which we do not have stock but that are about to arrive at our warehouse. The availability date indicates the day these items can be sent to our customers.

Can I buy items with availability date?

Of course, we want our customers to be the first to see and have our news and that is why items with availability date allow the purchase.

I have requested an item that was pendind availability, ehen will you send it to me?

The items that are about to arrive at our warehouse have an availability date in the article's file. This date is approximate, since it depends on many factors, although we try to approximate it as much as possible to reality. When these items arrive at our warehouse, they are sent within 24 hours.

In my order there are several items with availability date, when will you send them to me?

If there are several pending items in your order, keep in mind that we will send them all together when the article arrives with the farthest date.

Do you do custom items / trading?

Yes, being designers and manufacturers we make personalized items for our clients. Write us to trading@febacsa.com, explaining what item and how much you are interested and we will contact you.

I would like to have the photographs of the items I have bought, can you send them to me?

No problem! You can send an email requesting the photographs of your order to comercial@febacsa.com and we will send you the images in high resolution.

 

ORDERS:

Do you have minumum amount to place an order?

Yes, we have a minimum order quantity. To see the minimum shipping price we have for each area you can click on Shipping Conditions.

If I have an online business, can I buy your products?

Of course, in Helio Ferretti we sell both physical stores and online stores.

How do I know if he placed the order correctly?

Upon finallizing of the purchase on our website, a confirmation email will be sent with a copy of the order.

Where do I see the price of transporting my order?
If your order does not reach the amount for free shipping, you can see what shipping options you have and what is the price at the end of the order. If you want to see what are the types of shipping we have, you can click on Shipping Conditions.

Why can’t I choose Correos as the shipping method in my order?

There are articles that, due to their fragility, do not allow shipping by Correos Paquetería 72h. We want your experience with us to be the best possible and that is why glass or ceramic articles, we prefer that you take them to a parcel company.

Has my order already left?

When the orders leave the warehouse, we send an email with the tracking information. Depending on the type of transport chosen, it can be a direct link to the tracking section on the carrier's website or a tracking number that must be indicated on the carrier's website (the link is also in the mail).

 

INCIDENCES:

The carrier has given me less packages tan indicated on the delivery note, what I do?

Please, when you receive an order, check that the packages that you put on the delivery note of the carrier coincide with the ones you receive. If they do not match, you must notify it on the delivery sheet of the carrier.

If the carrier loses a package and the delivery note is signed, it is difficult to prove that it was a mistake by the carrier. Even so, if it is the case, write an email to postventa@febacsa.com with the delivery note number, name of your store and a brief explanation of what has happened and we will try to resolve it as quickly as possible.

One of my purchased products is not as expected, can I return it?

We are very sorry but in Helio Ferretti we try very hard so that the photographs and the information of our articles are as complete and clear as possible. That is why we do not accept returns of items if the reason is not breakage or malfunction. If you have any questions about any product, do not hesitate to contact us at comercial@febacsa.com.

A broken product has arrived, what should I do?

Please, when you receive the merchandise, check it as soon as possible. If you receive a broken or not working product, you must write to us (within 15 calendar days after receiving the order) to postventa@febacsa.com indicating the delivery note number in which the article appears, the article reference and number of affected units and a brief explanation of the problem. We will also need you to send us an image of each of the breaks. We will contact you in less than 48 hours to give you a solution.

I have received fewer products tan my delivery note says, what should I do?

Please, when you receive the merchandise, check it as soon as possible. If in your order you see that there are missing products that appear on the delivery note, you must write us (within 15 calendar days after receiving the order) to postventa@febacsa.com indicating the delivery note number on which the item appears, the article reference and number of missing units. We will contact you in less than 48 hours to give you a solution.

I have received fewer products tan I orderes and they do not appear on the delicery note, what should I do?

Please, when you receive the merchandise, check it as soon as possible. If in your order you see that there are missing products that you ordered and they do not appear on the delivery note, do not worry, it may be due to a lack of stock and we have created a "rest" order to send you the missing items as soon as they are in stock. If you do not want to receive them later, please write to us to cancel the rest within a period of 7 calendar days (in case you do not have a written cancellation of the rest, the rest will be sent and no refund will be accepted after the shipment). In case the missing items are not back in stock, we will contact you to give you a solution.

I have products in my order that I have not bought, what should I do?

Please, when you receive the merchandise, check it as soon as possible. If you receive a product that you have not ordered, you must write to us (within 15 calendar days after receiving the order) at postventa@febacsa.com indicating the delivery note number on which the item appears, the article reference and number of received units. We will contact you in less than 48 hours to give you a solution.