FAQ - Frequently Asked Questions

Click directly on the question you are looking for to view the answer.

• Do you have any stores?
• Who is the manufacturer of these products?
• I have trouble viewing the website, what can I do?

• What do the amounts in the Configurator options indicate?
• Where can I find the prices?
• Do you offer any assistance?

• How do I know if my bank transfer has been received?
• What kind of tax documentation do you issue?
• Can I change my billing data?
• Do the prices shown include VAT?
• We are a company in the EU, how do you handle intra-community VAT?

• I have placed my order but have not received any email, what should I do?
• Why do I have to indicate my date and place of birth?
• Is it possible to order a product for a house/room that will be ready in a few months?
• Can I change my order?
• How should I interpret the Production and Delivery Time shown in the product pages?
• On which products can the right of withdrawal be exercised?

• Can I change my shipping address?
• How is the delivery day planned?
• What do you mean by Ground Floor Delivery?

General

Do you have any stores?
Lampolet collections are available directly on this website.

Who is the manufacturer of these products?
Lampolet products are manufactured exclusively in our Seregno factory (in the North of Italy) with full and direct control over every quality aspect, from the structures to the mechanisms, from the mattresses to the quilting, from the manufacturing of the covers to the final Quality Control.

I have trouble viewing the website, what can I do?
We are aware that some users experience some issues using Explorer 7. To avoid this, update your browser to the latest version. Our staff works with the most popular browsers such as Explorer, Firefox, Safari and Chrome.
The two browsers we recommend are Google Chrome and Mozilla Firefox.
The website perfectly works with iOS (iPad, iPhone) and Android too.

Product Card, Prices, Cart and Purchase

What do the amounts in the Configurator options indicate?
The amounts you view in the options of the Configurator indicate the list surcharge for the selected option. By clicking on the "Add to cart" button, the product will be added to the Cart where the discounted price will be shown.

Where can I find the prices?
In order to view the price, you can configure each product according to your needs and then click on the "Add to cart" button. This way you will have access to the cart page which will clearly show all prices.

Do you offer any assistance?
Contact us to have any technical information on products and materials, assembly and sizes. Customer Care can be reached via email.

Payments and VAT

How do I know if my bank transfer has been received?
You can verify the status of your order into your Account: if the order is marked as "Waiting for bank transfer notification" it means our bank is still waiting to receive the transfer (it usually takes 2-3 days). Once the bank transfer has been received, the status will change to "In Production".

What kind of tax documentation do you issue?
Every payment received is invoiced by Lampolet s.r.l. located in Seregno (VAT nr 00705090967) accordingly to the regulations in force. The invoice is issued once the payment is notified, and it is then electronically sent to Italian Revenue Agency Exchange System and to the customer in PDF by email.

Can I change my billing data?
The invoicing data entered when ordering can be modified only until the invoice has been issued. Starting January the 1st, 2019 electronic invoices are mandatory in Italy and for this reason the invoice will be immediately transmitted to Italian Revenue Agency Exchange System (SDI).

Do the prices shown include VAT?
By selecting the options of the desired product and by clicking on "Add to Cart" you are shown the discounted Total Amount VAT included; for particular cases due to the invoicing data and the country of destination, VAT and taxes are not added, and in the cart you'll see the Total VAT excluded.

We are a company in the EU, how do you handle intra-community VAT?
Companies from the EU (and outside Italy) can make VAT free purchases; to view the Total Amount VAT excluded you'll have to register your company on our website including your VAT number, and email our Customer Service to request the activation of your account. Our Staff will verify your data and will email you to confirm that your account has been activated; by browsing our website while logged into your company account, you'll be able to view all the prices VAT excluded in the Cart page.

Orders

I have placed my order but have not received any email, what should I do?
In extremely rare cases, the email of your order can be considered spam by the email system or can be blocked by some postmasters. If you do not receive any email notification, please contact our Customer Care team that will forward you the email again.

Why do I have to indicate my date and place of birth?
When placing the order you will be asked to write either a Fiscal Code - if you are resident in Italy - or your date and place of birth if you are a foreign customer, this is asked in order for us to correctly issue the invoice at the moment of the payment. Lampolet issues a regular sales invoice for all payments received and electronically sends them to the Italian Revenue Exchange System. We do want to reassure our customers that:
- all collected pieces of information (name, surname, birthdate and place, total amount) will be transmitted solely to the Italian Revenue Agency (which in any case will only survey them if they belong to Italian citizens);
- each supply is invoiced according to the current regulations (meaning that for most Countries this will follow the Italian billing system, whereas for France, German and United Kingdom fiscal obligations will be handled directly by their respective countries, meeting the Community regulation which refers to trades inside the EU).

Is it possible to order a product for a house/room that will be ready in a few months?
By proceeding with an order you can freeze the price, this way you won't be facing possible price increases. After paying the deposit, you can communicate an estimated suitable date, and our staff will manage your order according to your requests. We'll then contact you approaching the chosen date, and in the case your house/room will not be ready yet, we can postpone the date again within certain limits.

Can I change my order?
Changes to the order are only guaranteed before the start of production of the goods, production will start as soon as the payment has been received. After that, you can still request our Customer Service to have your order modified, but we cannot guarantee that this will be possible: the feasibility of the modifications depends in fact on the progress of the production process.

How should I interpret the Production and Delivery Time?
Production and Delivery Time is around 3 weeks for the Deliveries at Ground Floor (outside the building). All our products are highly customizable and tailor made to order.
Production and Delivery Time has to be considered an estimate based on data from our previous supplies: we constantly work to fulfil Production and Delivery Time indicated, but at the same time we do not take responsibility for delays which do not depend on our procedures (delays in the availability of specific cover materials, transport delays and holidays).
Please also remind that all production processes and deliveries planned next to Christmas or Summer holidays can be significantly delayed due to the closing periods of both our factory and logistic partners.

On which products can the right of withdrawal be exercised?
Customers have the right to terminate a distance contract, without penalties and without giving reason, within a 14-day period starting from the delivery day. Customers can not exercise their right of withdrawal on orders regarding custom-made products or not prefabricated products, manufactured according to a specific Customer's choice.
Thus, it is important for us to point out that every item belonging to Lampolet brand is manufactured according to the individual choices of the customer: for this reason, the Right of Withdrawal can not be exercised on any of the orders submitted through this website.
Our Customer Care is available for further information.

Shipping and Delivery

Can I change my shipping address?
For the orders already marked as "In Production" unfortunately it is not possible to change the delivery address.

How is the delivery day planned?
As soon as the supply is available at warehouse, Lampolet informs the Customer who, in turn, confirms and authorizes the shipment with the first available load, at this stage he can also indicate in advance possible specific needs.
Once the supply has been taken in charge by the carrier, Lampolet sends an email to the Customer confirming the shipment (loads leave the warehouse from 1 to 5 days after the Customer's confirmation).
The carrier will contact the Customer by telephone at the number provided when placing the order, usually the day before the one planned for the delivery, and informs about the date and approximate time of arrival. Deliveries are not on appointment, the Customer's availability is taken in consideration in line with the carrier's delivery plan.

What do you mean by Ground Floor Delivery?
"Ground floor" means that products are delivered as near as possible to the entrance gate of the building, up to the nearest point that can be reached by the truck used for the delivery.
For large products, Customers are required to help the driver unload the packages from the truck and, according to the size and weight of the purchased products, to put at disposal other people at the moment of delivery.