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delivery and return

Shipping & Returns


Shipping contribution

At Ettomio, we value every step of your purchase – including shipping.

For this reason, you may find a small shipping fee added to your order. This does not cover the full cost, but only a portion of it. We take care of the rest.

We do this to guarantee you a reliable and sustainable service, without completely absorbing a cost that would otherwise compromise quality and transparency.


Order processing time

All orders placed on ettomio.com are shipped via national or international couriers on business days (Mon–Fri).

Processing time depends on product availability and is always specified on the product page:


  • In-stock items: shipping within 2–15 days
  • Made-to-order or "in production" items: shipping within 2–12 weeks

📩 Questions about timing? Write to us at info@ettomio.com or message us on WhatsApp at +39 331 7616281.


Packaging & multiple shipments

We work with a network of selected artisans across Italy.

Some items may be shipped separately, directly from the workshop where they were made.

We always do our best to optimize shipments and reduce environmental impact.

🌱 Opening your packages and smelling the scent of wood or freshly sewn fabric is part of the magic! 🌱


Delivery

Standard shipping is to ground floor/curbside.

You can add the option "scheduled delivery" or, where available, "scheduled delivery with upstairs service."

You will receive an email with a tracking number to follow your shipment.

Delivery usually occurs within 24–48 hours from dispatch.

💡 We recommend providing an address where someone is available to receive the package.


Missed delivery

If the courier doesn’t find anyone at the address, they will leave a notice to arrange a second delivery attempt.

If that fails or no instructions are received, the package will go into storage.

In that case, you’ll need to collect it from the courier’s local depot within 5 days.

⚠️ After this deadline, the purchase contract is considered void (Art. 1456 of the Italian Civil Code), and we will issue a refund, deducting:


  • failed delivery costs
  • storage fees
  • return shipping costs
  • any other expenses incurred

The refund will be issued within 15 business days.



What to do if the package is damaged

Please check the condition of the package upon delivery.

If you notice visible damage (bumps, holes, tears), it’s important to:


  • accept the delivery with reservation, writing on the delivery note or scanner: “Accepted with reservation due to damaged package”
  • or refuse the delivery if the damage appears severe.

⚠️ Accepting with reservation is crucial to allow us to file a claim with the courier.



Damage noticed after delivery?

If you notice any damage after opening the package:


  1. Contact us within 5 business days of delivery: 📩 customer@ettomio.com
  2. Send detailed photos of the damaged product and packaging
  3. Include your order number and a brief description of the issue

We will carefully assess the situation and offer the most sustainable solution, such as:


  • sending a replacement part
  • instructions for a minor repair
  • remote technical support

We reserve the right not to proceed with full replacement in case of minor or cosmetic damages, in line with our values of sustainability and responsibility.



Important note about solid wood

All Ettomio products are made from natural solid wood.

Slight variations in colour, grain patterns, small knots or natural movements in the material are normal features of living wood, not defects – they are the authentic mark of its beauty.



Withdrawal & returns

As per the Consumer Code, you have the right to withdraw from your purchase within 14 days of delivery, without having to provide a reason.

❗️Please note that custom or made-to-measure products cannot be returned.

To exercise your right of withdrawal:


  • Email us at customer@ettomio.com within 14 days of receiving the package
  • The product must be unused, unassembled, and in its original packaging
  • Return shipping costs are the customer’s responsibility

We will process the refund within 14 days of receiving and verifying the returned item.

The refund includes:


  • the product price
  • any shipping fees paid (for partial returns, calculated proportionally)

📄 You can find full details in our Terms and Conditions of Sale.



🌍 Customers outside the European Union

We ship from Italy using the DAP (Delivery At Place) method and take care of export administrative fees.

For deliveries outside the EU, import duties and local taxes (e.g. VAT) may apply. These are beyond our control and cannot be estimated in advance.

We recommend checking with your local customs authority or writing to us for guidance at info@ettomio.com