Frequently Asked Questions (FAQ’s)

HOW DO I MAKE A PURCHASE

WHAT’S THE ACCOUNT ORPHEU DECOR?

Your account at www.orpheudecor.com allows us to have the necessary informations for the correct processing of your orders. All Customers have the right to access, rectify and cancel any given data. If you no longer wish to be part of our database, you may always cancel your account, through the contacts available on our website homepage.

HOW TO CREATE MY ACCOUNT OR TO REGISTER MYSELF IN ORPHEU DECOR?

If you wish to register at “Orpheu Decor”, you can do it at the end of your order. After filling in your billing information, click on “Create an account?”. An access password will be sent to your email to log in.

TO PURCHASE IN “ORPHEU DECOR” YOU JUST HAVE TO FOLLOW THESE STEPS:

– View the product;
– Click on the article and you will find information about it: image, description, details and price;
– Add it to your shopping basket. You can choose to continue the purchase or to process your order;
– If you wish to process your order you have the option to do it by filling in the billing information;
–If you want your order to be delivered to a different address than the billing address, fill in the address of the delivery address;
– If your purchase is a gift you have the option of writing a personalized message;
– Select a payment method;
– Confirm your request;
– You will receive an email confirming your request.

IS IT POSSIBLE TO RECEIVE PERIODIC INFORMATION ON MY E-MAIL WITH THE NEWS AND OFFERS OF THE ORPHEU DECOR?

Yes. Accessing to our Newsletter you will receive information about products, services, campaigns and special offerof the ORPHEU DECOR.

CAN I CANCEL MY NEWSLETTER SUBSCRIPTION IN ORPHEU DECOR?

You can cancel your subscription in the Newsletter field.

HOW DO I RECOVER MY ACCESS KEY IF I FORGET IT?

You can recover your access key in the “My Account” field. You will receive an email with your new password.

HOW DOES ORPHEU DECOR USE MY PERSONAL DATA?

The information you have voluntarily provided to us will be used to process and notify you about your orders. Personal identification informations that we store in cookies are used to control your activity on our website and to remember your individual settings (such as your password, your online shopping basket, and your Internet browser software configuration), to make it unnecessary that you have to re-enter authentication informatiosn when you return to our website.

For more information, please read our Privacy Policy.

PAYMENT

WHAT ARE THE PAYMENT METHODS I CAN USE TO MAKE MY PURCHASES?

Credit Card

To make the payment through your credit card, you must enter all the requested data.

Paypal

If you choose to pay for your order through Paypal, you will be redirected to the Paypal website to finalise the payment. For more information see www.paypal.com.

Bank Transfer

When you place your order you will receive a confirmation email that includes the information of the bank account to which you must make the transfer. You have 3 days after placing the order to proceed with the payment. After the transfer, we request you to send us a transfer receipt to the e-mail address info@orpheudecor.com, mentioning the order number in the e-mail title. The order will only be sent after payment confirmation, which may take a few days.

CAN I PAY IN CASH ON THE DELIVERY ACT?

No. Your order can not be paid in cash on the delivery act. It must be paid before so that it can be prepared and delivered.

The Order will be considered null after 3 working days of no payment confirmation.

WHY CAN MY CREDIT CARD BE REFUSED?

Your card may be refused for one of the following reasons:

– The entered data aren’t correct. Verify that you have filled out all required fields correctly;

– The card limit has been reached. Check with your bank if the card didn’t exceed the amount allowed to make your purchases;

– The card is expired. Check the expiration date of your card.

CAN I GET A RECEIPT IN THE NAME OF MY COMPANY?

Yes. Filling in the “Billing Details” with your entreprise data.

WHAT SHOULD I DO IF I DETECT THAT THE PRICE OF THE PRODUCT I’VE PAID FOR IS WRONG?

If there is a difference between the value of the order and the amount paid, you should contact our Customer Service. You should have with you the invoice number and the amounts involved.

HOW CAN I USE A DISCOUNT COUPON?

If you are awarded a Discount Coupon you can use it in the purchase process by entering its code. The relevant amount will be deducted from your total. If the coupon value is less than the total value of your order you should select a payment method of your choice.

MY PROMOTION CODE DOESN’T WORK: WHAT SHOULD I DO?

– Make sure your promotional code is still valid;

– Check that the products you selected are covered by the promotional offer;

– Website discounts may not be cumulative with other promotional offers;

– Promotion codes may not be cumulative.

ORDER

WHERE CAN I FIND INFORMATION ABOUT THE PRODUCTS?

You just have to click on the product you need information on and then it will open a file with all the informations (photos, details and prices).

WILL I RECEIVE THE SAME PRODUCT I SEE IN THE PICTURE?

Yes, except if it is part of our handcrafted products. In these case, there will be a few differences in the finishing.

HOW CAN I ENSURE THAT I ACTUALLY ACHIEVED MY PURCHASE?

Once you have placed your order, you will receive a confirmation email. If you do not receive it, please contact our Customer Service.

CAN I DELETE ANY PRODUCT OF MY ORDER?

Yes. Before finishing your order, you can delete the products you do not want in the shopping basket.

HOW DO I CANCEL / CHANGE MY ORDER?

You can cancel your order only if it has not yet been processed. If you have received the order confirmation email and you would like to cancel it, you should contact our Customer Service, as soon as possible, to verify if there is still a possibility to cancel the order.

CAN I FOLLOW MY ORDER?

To track the status of your order, go to “My Account” and choose the option “Orders”. You will also receive information on the status change of your order by email.

WHERE CAN I RECEIVE MY ORDER?

You can receive your order at the address of your choice (for example, at your home or place of work, but never at a post office).

IS THE INVOICE SENT WITH THE ORDER?

Your invoice can be sent with your order or later by mail. If the delivery address and the invoicing addresses are different, the invoice will always be sent to the invoicing address, by post.

WHAT THE VAT RATE VALUE THAT I HAVE TO PAY FOR MY ORDER?

The value of the VAT rate currently in force will be applied, value which is already included in the price of the product.

CAN I WRAP MY ORDER?

All products, except large ones, such as furniture and lighting, can be wrapped. If your request is a gift, click on the field “Is a gift?”. If you want to leave a message with your gift you can do it in the “Gift Message” field. If you have a special request to make, you can do it in the “Ordering Notes” field.

WHAT HAPPENS IF THERE ARE PROBLEMS WITH MY ORDER?

If a problem occurs with your order, you will be informed by a Customer Service Employee.

DELIVERY

CAN I SUBMIT MY ORDER TO ANOTHER ADDRESS THAN THE INVOICING ADDRESS?

Yes. When finalizing your order click on “Billing Details” and click “Ship to a different address?”. Here you will find the option to create a new Delivery address.

CAN THE COUNTRY OF DELIVERY BE DIFFERENT FROM THE COUNTRY OF PURCHASE?

No. The country of delivery and the country of purchase must be the same.

DO I NEED TO SIGN THE RECEIPT WHEN MY ORDER IS DELIVERED?

When your order is delivered, you or the person who receives it will be asked to sign the delivery receipt. The person who signs the delivery receipt will henceforth be responsible for receiving the order and responsible for delivering it to the Customer.

WHAT HAPPENS IF I DETECT SOME ANOMALY IN MY ORDER CAUSED BY THE TRANSPORT?

When receiving your order you should check if it has any visible anomaly that may have been caused by the transport. If there is any anomaly, do not accept the product. If you accept the product and sign the transport guide, ORPHEU DECOR can not be responsible for any damage, anomaly or theft that occurred during the transport.

ARE THE CUSTOMS DUTIES AND TAXES SERVICES INCLUDED IN THE PRICE OF THE TRANSPORT?

The Customer is charged for the customs duties and taxes. ORPHEU DECOR has no control or responsibility for any costs associated with customs duties and taxes that may be applied in the destination country.

MY ORDER IS INCOMPLETE, WHAT SHOULD I DO?

If your order is incomplete, please contact our Customer Service.

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT PRODUCT?

If you mistakenly receive a product you did not order, please contact our Customer Service.

WHAT SHOULD I DO IF I RECEIVE A PRODUCT WITH DEFECT?

ORPHEU DECOR only sells products in perfect conditions. If you receive a product with defect you should contact our Customer Service.

I HAVE NOT RECEIVED MY ORDER. WHAT SHOULD I DO?

If you have not received your order, please contact our Customer Service.

RETURNS

IF I DO NOT LIKE THE PRODUCT CAN I RETURN IT?

Yes. The Customer can return the products without having to indicate the reason.

WHICH ARE THE PRODUCTS THAT I CAN NOT RETURN?

The right to return does not apply to:

– articles made to order:

– the supply of goods made made to order by the Customer or clearly personalised (made to order);

– the supply of goods which, by their nature, can not be returned or are liable to deterioration or to quickly become outdated;

– the supply of sealed goods not subject to return for reasons of health protection or hygiene when opened after delivery:

– the supply of goods which, after delivery and by nature, are inseparably mixed with other articles;

– the supply of sealed audio, video or computer software, which the consumer have unsealed upon receipt.

IS THERE A COST FOR THE RETURN OF MY PURCHASE?

The Returns in ORPHEU DECOR are free, using the return methods we offer.

HOW CAN I RETURN A PRODUCT?

You may return the product only after communicating to ORPHEU DECOR your decision, by means of a statement sent by electronic mail to the e-mail address info@orpheudecor.com, whose receipt will be confirmed within a maximum of 24 hours.

Remember that to request a return, you must have received first your order.

WHAT IS THE DEADLINE FOR RETURNING A PRODUCT?

The deadline for return products is 14 days after the date of delivery. The products to be returned must be: accompanied by the original invoice; in the original packaging and fully complete; without any signs of use; in perfect conditions; accompanied by all the components, namely manuals, documents and accessories that form an integral part of them. Products that do not meet these requirements can not be accepted for return.

WILL I BE FULLY REIMBURSED FOR MY ORDER?

You will be reimbursed for any payments made including transportation costs. This condition does not apply if the Customer has chosen a different type of delivery and more costly than the one proposed by ORPHEU DECOR.

HOW WILL I RECEIVE THE REFUND?

Refunds will be made through the same payment method used in the payment of the order, except for payments made by ATM Reference, case in which you will be refunded by bank transfer.

HOW CAN I KNOW WHEN I WILL BE REFUNDED?

Within 14 days from the date that the order was returned. You should note that the refund of returned products will only be made once this ones are received and verified upon arrival at our service and only those that respect the return conditions will be accepted for return.

HOW TO PROCEED IF THE REFUND VALUE IS INCORRECT?

If the refund value is not correct, please contact our Customer Service.