FAQ


How do I place an order?

If you want to order one of our pieces, please fill the form you can find on the product page by clicking “Buy now”.

If you want us to provide you more information about customization, pricelist or more product details, please contact us by clicking “Request info” on the producut page.

You can also send us an email at sales@moanne.com.

After you made your order you will receive a confirmation by email with further details on how to proceed.

Can the pieces be customized?

We customize all our products in sizes, materials and colors. If you need a particular customization, please contact us and our designers will be thrilled to assist your need.

How can I pay?

Once you place your order we will send you a Proforma invoice stating all the details regarding your order and how to proceed.

You can pay by making a bank transfer.
We kindly ask you to send a copy of the payment confirmation by e-mail, referring your order number.

You can only pay in euros. In case you wish to pay in another currency we kindly ask you to tell us in advance.

Payment conditions:

To start the production, it must be made an advance payment of 50%. The remaining value is paid before shipping.

All pieces are the property of Moanne until full payment is received.
We reserve the right to defer the dispatch date until the balance of the order is received.

What is the lead-time of production?

Production time is between 6 to 9 weeks. (Delivery time is not included)

For pieces with custom specifications or orders of large quantities we reserve the right to agree with the customer on a time of delivery. The Lead Time for this custom orders can vary between 12 and 24 weeks.

When will my order ship? When will it arrive?

Your order will be shipped once the production is complete and you have made the full payment. The delivery time depends on the shipping options you choose and on your location.

How do I know that my order has been shipped?

One week before shipping your order we will contact you for you to finish the payment. As soon as the pieces are shipped we will inform you with all the contact details of the transportation company.

What shipping options do you offer?

If you wish you can schedule the transport from our factory to the desired location. If you prefer we can help you through the process and find the best available transport option for you. In this case we will be happy to assist you and clarify any question during the transport period.

Please make sure that the shipping address is correct, as we’re unable to redirect orders once they are on their way to you. Although, if you choose to select the transportation company by yourself we don’t take any responsibility for anything related with this matter.

How do you proceed if the pieces arrive damaged to the final destination?

All our pieces leave our factory in perfect condition and perfectly packed. We are not responsible for loss or damage in transit.

It is absolutely necessary to check the goods upon delivery by the transporter. If the goods do not arrive in perfect conditions, it must be described in written on the transporters form which are the damages, otherwise it will not be possible to make any complaint to the insurance company.

Any damage should also be communicated to Moanne during the first 48 hours after receiving the order; photographic evidence of the damages should be sent by email to sales@moanne.com

Can I replace my product?

If issues arise, Moanne reserves the right to determine whether a replacement or repair is most appropriate.

In case of replacement, the damaged piece will be taken, considering that this is mandatory term for the replacement of the referred piece.

Do you offer a repair service?

If the product is correctly used and for some reason it gets damage, we will take responsibility.

How can I clean my product?

Each product has a clean and care guide. Write us at sales@moanne.com and we will send you a copy.