- Our goods are bespoke, made to order. For this reason, they can take a little longer than off-the-shelf products to send out.
- We aim to send the order out within 3-5 working days, from this point.
- We prepare and send orders out chronologically, not depending on the size or value. Orders are accepted during the weekend / bank holidays / the holiday season but will not be fulfilled till our offices reopen.
- Colour matching will usually take 5 working days and dispatch can only start after this match has been completed and approved
- Delivery can take between 2-5 working days to arrive, depending on the delivery method used.
- All orders are delivered by a reputable courier. We will make every effort to deliver within the time stated however we will not be liable for any loss caused to you by late ordering. If the Goods are not delivered within the estimated delivery time which we quote, please contact us by telephone or email and we will try to ensure that you receive your order as quickly as possible.
- No refunds of the delivery charge or product cost are made for late deliveries.
- All our delivery fees are calculated, based on the weight of the complete order. Some locations with difficult accessibility can have extra costs. i.e., Isle of Man.
- As deliveries are not carried out by Impera Italia, but a forwarding agent, any notes attached to your order regarding ‘safe places’ or leaving your order at a designated place might or might not be taken into account as it’s the courier’s choice at the time of delivery where he leaves the goods (safe place, pickup location or neighbour) if it can’t be delivered. We always request signed for delivery, but this can’t be guaranteed due to the current service level of couriers in the UK.
- It is your responsibility to check every order on arrival, without delay and report any discrepancies.
- If your order has not arrived, it is your responsibility to notify us, and we will forward you the relevant tracking information.
- In the unlikely event that there are items missing, something has spilled, or you have received an incorrect item, you must be notified it to us as soon as possible following delivery and within 3 days of delivery. We will either arrange for the missing items to be delivered to you at no extra cost or refund you the original cost of the missing items. Please be aware that we always check the audited weight and the images taken of the contents and the packaging to see if the claim is valid.
- If the wrong goods have been delivered and you’ve used part or all of it you waive the right of a refund, exchange, or order completion. Please see our policy regarding wrong goods in our Return Policy.
- All risk in the Goods shall pass to you upon delivery.
- If you fail to accept delivery of the Goods at the time they are ready for delivery, or we are unable to deliver the Goods at the nominated time due to your failure to provide appropriate instructions, documentation, licences, consents or authorisations, then the Goods shall be accounted to have been delivered to you and all risk and responsibility in relation to such Goods shall pass to you. Any storage, insurance, and other costs which we incur because of the inability to deliver the Goods shall be your responsibility and you shall indemnify us in full for such cost.
- You must ensure that at the time of delivery of the Goods adequate arrangements, including labour and access where necessary, are in place for the safe delivery of the Goods. We cannot be held responsible for any damage, cost or expense incurred to the Goods or premises where this arises as a result of a failure to provide adequate access or arrangements for delivery. We cannot be held liable for any arrangements with your painter, plaster or any other tradesman.
- Where delivery is outside the UK, you may be liable to pay additional tax or duty once the Goods reach your country. This may vary from country to country. Please contact your local customs office for more information.
- Impera Italia bears no responsibility for any customs duties or taxes associated with your order. Any charges incurred during or after the shipping process are the sole responsibility of the customer, including tariffs, taxes, and other related fees.
- Please note that Goods may be subject to inspection by your local customs office where delivery is outside the UK.
- Products ordered in larger quantity may be combined into a larger tub. That does not affect quantity and quality and cannot form the basis of any complaint, return or refund. Mixing and portioning the materials is the responsibility of the buyer or user.
- If wrong or incorrect goods were delivered you will need to return them before we can send the correct goods out. Please see our Return Policy for further the details.
