FAQ - Frequently asked questions

This page is designed to provide fast and efficient support and information, reducing the need to contact customer service directly. The questions cover topics such as orders, shipping, return policies, payment methods, and instructions for using the products or services offered. Each question is followed by a clear and concise answer, with the goal of resolving users’ doubts and enhancing their experience on the website.

General

Do you have retail locations?

Yes. Our Design studio is located in Italy, at Via dei Fracassi 2/c, Francenigo, in the province of Treviso. We are open Monday to Friday: 8:30 AM – 12:30 PM / 2:00 PM – 6:00 PM. Saturday mornings by appointment only, from 8:30 AM to 12:30 PM.

Do you have a showroom?

Absolutely. At our studio, you can view select designer furniture and browse material samples by appointment. Our strategic location in the heart of the Veneto furniture district also allows us to offer clients the opportunity to Visit the showrooms of our suppliers. We accompany you on guided tours by appointment with no obligation to purchase.

Can I receive a printed copy of your catalog?

Currently, we do not offer printed catalogs. However, all our collections are easily accessible on our website, toparredi.com, or at our design studio. We invite you to explore our online selection or book a visit to our studio for a more in-depth look at our products.

I am experiencing display issues with the website

Using outdated browsers such as Internet Explorer 7 may cause display problems. In this case, simply update your browser to a newer version, or install modern and free browsers like Google Chrome or Mozilla Firefox. Our team works with the most widely used browsers including Explorer, Firefox, Safari, and Chrome. We highly recommend Google Chrome for its speed, lightweight nature, and ease of multi-tab navigation, and Mozilla Firefox for its rich features, perfect display quality, and built-in feed reader. Please note that toparredi.com is optimized for flawless performance on both iOS (iPad, iPhone) and Android devices.

Product information

Who is the manufacturer of this item?

We are official retailers of several renowned Italian manufacturers. Sometimes we explicitly mention their names, while in other cases, by agreement with the manufacturer, the brand may be omitted. In some cases, product names may be modified, while still guaranteeing 100% authenticity. Thanks to the “Brand” link on each product page, visitors can explore a selection of coordinated products from the same collection, featuring consistency in finishes and materials.

How can I check the accuracy of the colors displayed on screen?

We are committed to ensuring the greatest possible accuracy in our digital samples, supported by software tools that provide realistic color rendering. However, it is important to note that final results may vary due to several factors. To get the best visual experience, consider the following recommendations when viewing our digital color samples and evaluating natural variations and optical effects across different materials:

Avoid direct lighting on the screen, as this can distort color perception.
Make sure your monitor is set to factory default settings to reduce color distortion.
Natural materials such as wood, leather, and stone have inherent variations due to their formation processes. These variations may be less apparent in small samples than in the final product.
Glossy materials tend to appear lighter than their matte counterparts due to the different way they reflect light. This is especially noticeable with darker colors.

Additionally, if you still have questions or concerns, we offer a sample delivery service directly to your home. This allows you to physically evaluate the color and texture of the material, helping you make an informed decision before placing an order. We believe this service adds significant value and ensures maximum customer satisfaction by offering a tangible preview of the materials.

What are the delivery times?

The total delivery time is based on a combination of Production Time and Shipping Time, plus approximately 3 days for order processing.

Production times are indicated in the “More Information” section at the bottom of each product page and show an estimated number of weeks for manufacturing, based on past supply statistics. We consistently strive to meet these estimates, but we are not responsible for delays beyond our control, such as production bottlenecks, shipping issues, or holiday periods. Our approach favors transparency, offering realistic timeframes instead of overly optimistic promises. Most of our products are highly customizable and are made to order. Please keep in mind that around Christmas and summer holidays, production and delivery times may be extended due to the closure of manufacturing and logistics facilities.

Shipping times are detailed in the dedicated Delivery times section, which provides further comprehensive information.

Are the furniture items delivered fully assembled?

Some of our furniture items are delivered pre-assembled, while others require assembly. “Pre-assembled” refers to furniture that only needs minor finishing steps to be ready for use (e.g., attaching the legs). You’ll find detailed information in the “More Information” section under the Assembly heading, indicating whether the product comes assembled or requires assembly. Our customer service team is available to answer any questions and provide clarity about the assembly requirements for each item.

Purchasing

What kind of consulting services do you offer?

Our Customer Service is available to offer free advice on products and room layouts. You can contact us to receive technical details, assembly guidance, suggestions for space planning, and style or color coordination with items from our catalog. Assistance is available via phone or email. In addition, our interior designers offer advanced paid design consulting services described in the Our services section. This allows for highly personalized planning, with 3D models and photorealistic renderings, giving you a clear and effective visualization of your living space and helping to maximize both comfort and aesthetics.

What kind of fiscal documentation do you provide?

A&D S.r.l. issues regular sales documentation for all received payments. For private customers, we issue a sales receipt, while for businesses or international customers, we provide an invoice. Both the receipt and the invoice are valid for the standard 24-month legal warranty covering manufacturing defects and non-conformities.

Can I exercise the right of withdrawal on purchased furniture?

Consumers have the right to withdraw from distance contracts without penalties and without providing a reason, within 14 days of receiving the product. However, this right does not apply to contracts for “goods made to the consumer’s specifications or clearly personalized” (Directive 2011/83/EU and Art. 59 of Legislative Decree 21/2014). Since most of our products include customization options, they fall into the category of personalized goods. Our Customer Service team is available for more details and clarification. You can also consult the dedicated Right of withdrawal page.

Do you provide spare or replacement parts for items not purchased from you?

We are unable to provide components for items not purchased from toparredi.com, as we cannot guarantee the compatibility of replacement parts with the customer's existing products. We recommend contacting the retailer from whom the product was originally purchased. Of course, we offer full support for items bought through us, including in-warranty replacements or even after the warranty period. In such cases, we rely on the full support of the manufacturer to resolve any compatibility issues that may arise over time.

Payments

Can I pay cash on delivery?

No, as a company policy, we do not accept cash on delivery payments.

Can I pay by credit card or PayPal?

Yes, we accept payments via both credit card and PayPal. For more information, please refer to the Payments section on our website.

How do I know when my bank transfer has been received?

Once our bank notifies us of the receipt of your transfer, TopArredi will email you to confirm payment and the start of production.

Orders

Can I change my invoicing details later?

Yes. Billing information entered during the order process can be modified until the invoice is issued, which usually occurs within 3 days of payment confirmation. Since January 1, 2019, electronic invoicing is mandatory in Italy. Once issued, the invoice is automatically transmitted to the Italian Tax Authority via the SDI system.

Can I change the shipping address later?

Yes, changes to the shipping address can be made before our customer service confirms that the order is ready for shipment. However, changes made directly through your account are not sufficient. You must email our Customer Service team clearly stating the new shipping address. Once received, we will update the shipping details accordingly.

I completed my order but did not receive a confirmation

In rare cases, the order confirmation email may be incorrectly filtered as spam or blocked by certain email providers. If you haven’t received your confirmation email, please contact our Customer Service. We will promptly resend the order details. We have observed this issue particularly with Libero, t-online, and GMX email accounts. We're here to help resolve any issues you may encounter.

How much time do I have to modify my order?

Order modifications are possible up until production has started. Production begins immediately after payment or deposit confirmation. Any change requests after that point—whether related to the product or shipping method—are considered exceptions and must be authorized based on the order’s progress status.

We are happy to evaluate and manage any modifications efficiently and promptly.

Can I order a product for future delivery (in a few months)?

Yes, placing your order in advance allows you to lock in the current price, protecting you from future price increases. By paying a deposit and providing an estimated delivery timeframe, our team will manage the scheduling of your order accordingly. As the indicated date approaches, we will contact you. If your home or delivery space is not yet ready, it will be possible to postpone delivery within reasonable limits.

Shipping

When will I be notified of the delivery date?

TopArredi will inform you when your order has been produced, quality-checked, and is ready for shipment. Once you confirm and authorize the first available pickup, you may specify any special requirements. After that, TopArredi will send an email notification when your order ships, including the name of the carrier. The carrier will call you—usually the day before delivery—to provide an estimated time window.

Please note that delivery is not scheduled by appointment, but we do our best to accommodate your availability whenever possible.

What is the difference between curbside and in-home delivery?

Curbside delivery means the order will be delivered at street level, at the nearest accessible point to your home that can be reached by a 12-meter truck. Assistance is required from the customer to unload the items from the truck lift. In some cases, additional help may be needed depending on the size and weight of the item.

In-home delivery involves a smaller vehicle equipped to reach your doorstep. Two or more personnel will unload and carry the products into your home. Your presence is required to indicate the exact placement of the items. Please note: assembly is not included in this service.

Does in-home delivery include assembly?

Assembly is not included with in-home delivery. It is available upon request and priced separately depending on the furniture type and delivery location. Our Customer Service is available to provide assembly quotes and clarify any questions. Don’t hesitate to reach out for personalized information about our Assembly service.

What should I do at the time of delivery?

Upon delivery, it is your responsibility to verify that the number of packages matches the delivery note. Any visible damage should be reported immediately to the courier by signing the document with the note “received with reservation due to damaged packaging.”

If you discover damage after unpacking, please report it to TopArredi immediately and include photographic evidence. Be sure to follow our Delivery procedure for the best possible support.

What are the shipping costs?

The price shown after product configuration includes curbside delivery within Italy, excluding minor islands and restricted zones (e.g., historical centers, lagoons), for which a surcharge may apply. For full details, see our Shipping page.

For deliveries within the EU or outside the EU, shipping costs depend on destination country, item volume, and weight. These charges are calculated at checkout.

Prices

Do you offer promotions or sales throughout the year?

We operate year-round with the goal of providing high-quality solutions at the most accessible prices. Our relationship with customers is based on Fair pricing and transparency, which is why we offer the same prices to all customers regardless of the season—guaranteeing fairness 365 days a year.

Are your prices inclusive of VAT?

Yes, all prices on toparredi.com are shown with VAT included. When you select your desired product options and click “Add to Cart,” the displayed price will already reflect any discounts and include VAT.

If you choose a shipping destination outside the European Union, VAT will be automatically deducted. The VAT and any applicable import taxes are the responsibility of the customer and will be calculated based on the destination country. These charges are usually requested by the courier at the time of customs clearance.

How is VAT handled for EU and non-EU destinations?

For non-EU countries, the cart will display prices excluding VAT, and an invoice will be issued without VAT. Import VAT is paid by the customer, while export and import duties are covered by A&D S.r.l. If goods are collected from our warehouse or shipped within Italy for export, we will refund the Italian VAT upon receipt of valid customs export documentation.

For deliveries to the UK, an EORI number will be required—whether you are a private customer or a business—to facilitate customs procedures.