FAQS
01. How Do I Make a Purchase?
Shopping the Fornasetti Online Store is easy: if you know what you are looking for, use the specific category links on the site. Once you have found an item, use the 'ADD TO BAG' button underneath. Review the items in your shopping bag by selecting the 'Shopping Bag' link at the top of the page. From the Shopping Bag, you can directly edit product details, remove them in case you’ve changed your mind or add products to your Wishlist. Click on 'Checkout' to complete your order.
02. Do I need to set up an account to place an order?
Setting up an account is not mandatory, but if you register, you will be able to enjoy the following benefits through your 'My Account':
- • Track your orders and review past purchases,
- • Request your Return Authorization Number directly from your account,
- • Gain access to your ‘Wish List’,
- • Be notified when new products are available
- • Save your address and card details for faster shopping,
- • Manage your account details and newsletter subscriptions.
03. What should I do if I forgot my password?
If you’ve forgotten your password to restore it follow these steps:
- • Click on the Sign In icon on the top right side
- • Select “Forgot Password”
- • Follow the instructions shown in the pop-up that will open
- • Insert your email address and chill on send
04. How do I know if an item is in stock?
All the products shown on our website are available, subject to restriction due to some special materials and applicable to some countries of dispatch. For the products not readily available, a pre-order service is available, which is marked with a special label on the product page. For more information on pre-order, click here.
05. Is it safe to use my credit card at the Fornasetti Online Store?
Your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. For further details, please see the Privacy Policy section.
06. Why do I need to re-enter my credit card details when requesting delivery to a new address?
For your security, whenever you request delivery to a new address we will ask you to provide new credit or debit card details (even if you have previously stored them with us). This means that if someone guesses your password and tries to make an order using your account, they will be unable to do so. We hope you understand that this is a valuable precaution designed to protect your personal information.
07. How can I remove my saved credit card details?
There are two ways to remove previously saved credit card details: either edit or add a new shipping or billing address or during your next purchase, simply unselect the option 'remember my payment details' on the payment page.
08. Does the Fornasetti Online Store ship to post office boxes or freight forwarding addresses?
Please note that we are unable to deliver to Post Office Boxes, use General Delivery or deliver to freight forwarding addresses.
09. Why are shipping restrictions applied to some items?
Due to international trading agreements and regulations, we are obliged to adhere to particular shipping restrictions. As a result, we are unable to ship items made of exotic skins outside of the EU. In addition, some products manufactured in China and fine jewelry of certain compositions are not allowed to be shipped to some countries. If you add a product to your shopping bag that we are not permitted to ship to your country, the site will automatically identify it and prompt you to remove it. To proceed with purchasing this item, you would need to ship it to a different destination address. In the case of exotic skins, this would need to be within the EU. For more information, please read our Shipping Information section.
10. How do I change currency?
Below you can find a list of the currencies available:
| COUNTRY / REGION | CURRENCY |
| Australia | AUD |
| Canada | CAD |
| China Mainland | CNY |
| Europe | EUR |
| Hong Kong | HKD |
| Italy | EUR |
| Japan | JPY |
| Middle East and Africa | EUR |
| Republic of Korea | KRW |
| Rest of the World | USD |
| Singapore | SGD |
| Switzerland | CHF |
| UK | GBP |
| United Arab Emirates | AED |
| USA | USD |
For all other destinations, the charge will be in Euros or US Dollars. If you are a customer with a credit card whose predetermined currency is none of the above, the final price will be calculated according to the applicable exchange rate on the day the credit card company processes the transaction. To change the currency, simply change the shipping country.
11. Does the Fornasetti Online Store ship to multiple addresses?
You may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.
12. How soon can I get my order and how much delivery will cost?
We offer different shipping options to meet your needs. For further details, please visit our Shipping Information section.
13. Is my package insured?
All items are insured against theft and accidental damage whilst in transit from our warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery or make a note when signing for it that you are accepting a damaged box.
14. Do I need to sign for my order?
Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature.
15. Can I change my shipping address after my order has been shipped?
We are unable to redirect orders to a different address after ship. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.
16. Can I add items to an existing order?
It is not possible to combine orders or add items to an existing order.
17. How will I know you received my order and when will payment be deducted?
Once you have completed the online purchase process, you will receive a confirmation email to the address used to place the order. Payment will be taken from your credit or debit card at the time of order confirmation.
18. Can I track my order?
Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Orders'.
19. Where is my order?
We aim to ship all orders within 24 hours. Orders placed before 2pm will be shipped the same day, those made thereafter will be shipped from our warehouse the next day. Estimated delivery times are to only be used as a reference, and we are not responsible for any delay caused by credit card payment authorisation. Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Orders'. If you are not registered, sign up now so you can track future orders.
20. How will I receive my package?
The standard packaging is composed of a rigid black box which is sealed with black satin ribbon and personalized with the Fornasetti Online Store logo. For some product categories, there is an additional customised protective packaging, in which the item is wrapped. The items thus presented are packaged and delivered with an external Havana cardboard box.
21. How do I return an item?
To discover our returns and refunds policy and to learn how to return an item, please kindly visit our Returns section in the Customer Service area.
22. How can I request my RAN (Return Authorisation Number)?
Requesting your RAN (return authorisation number) is very simple. If you are registered: Sign into your account - Go to the ‘Orders’ section - Identify the order containing the item(s) you would like to return and click on the 'Return Product' button and follow the method.
If you have placed an order but have not yet registered, click here to request your RAN.
23. Is my personal information kept private?
Please be assured that your personal information on the Fornasetti Online Store is kept private and confidential and at no point will we rent or sell this. To register, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order. Please note that in case you subscribed to our newsletter we may use your contact details to inform you of the latest arrivals as well as special promotions. If you would prefer not to receive these updates, you can unsubscribe at any time in 'My Account' selecting 'Newsletter Management'. For further details, please visit our Privacy Policy section.
24. What are cookies and should I be worried about them?
A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag, previous purchases and to deliver content specific to your interests. They are designed to assist your shopping and therefore are nothing to worry about. Most browsers are automatically set up to accept cookies, but usually, you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items. Registered customers who have cookies enabled will be automatically recognised when they visit the Fornasetti Online Store. Your name will appear in a welcome message at the top left-hand corner of the website.
25. What is a Wishlist?
In your 'Wishlist' you can save your favourite products, keep track of them and eventually purchase them whenever you please.
26. How do I create a Wishlist?
To create a ‘Wishlist’ you will need to be registered and signed in. When browsing, use 'Add to Wish List' on the product page and items will automatically move into your Wish List, which can be found at the top right of the navigation bar ('heart' symbol). Click on the product image to go to the product page and see more specific details about the item. You can also add to ‘Shopping Bag’, or remove the item.
27. Can I share my Wishlist?
You can send your ‘Wishlist’ to others and include a personalised message.
28. Are there any return restrictions?
Currently, returns are not possible for:
- Food products (e.g. Panettone)
- Face masks
If the product you received is damaged or defective, please contact our Customer Service.
FORNASETTI WALLPAPER FAQS
01. What size are your wallpaper samples?
Our samples are A4 (21cm x 29cm).
Please note that the following designs are automatically supplied as a larger, A3 sample (29cm x 42cm): Acquario, Macchine Volanti, Procuratie con vista, Procuratie e Scimmie, and Libreria.
02. Can I order larger samples?
We do not currently offer larger samples as the size provided is intended for colour-matching purposes only.
03. How many rolls do I need?
Ask your decorator to calculate the number of rolls required. Contact us here or follow the instructions below to estimate.
- 1. Measure the width of the wall and divide by the width of your selected wallpaper. This gives you the number of 'drops' required. This number should always be rounded up.
- 2. Then measure the height of the wall. Divide the length of the roll of your selected wallpaper (standard rolls are 10m long) at the height of your wall. This gives you the number of drops you will get by roll.
- 3. Divide the number of drops required (part 1), by the number of drops per roll (part 2), this equates to the number of rolls required. If you have a wallpaper that is marked as 'half drop', or has a large pattern repeat, add the size of the pattern repeat to the height of your wall toaccount for the additional wallpaper required.
If you have any further questions please contact support@fornasetti.com
04. What are the hanging instructions?
Hanging instructions are provided with every wallpaper delivery. Instructions can also be found here:
WALLPAPER HANGING INSTRUCTIONS
In order to make the very most of your new Fornasetti wallpaper, we recommend you or your decorator read the steps below before hanging your chosen design. You can get an
indication of how many rolls you will need by contacting us.
Don't forget to allow for the pattern match as a large repeat or half/third match point can mean you will require more rolls. The pattern match will determine where the pattern joins at each side of a drop of wallpaper; ‘Random Match’ is where there is no pattern at the joining edge to match, e.g. a vertical stripe, 'Straight Match' is when the pattern repeats side to side on the roll and the pattern joins in the same place on the next drop of wallpaper, 'Half Drop' is when the pattern repeats diagonally across a wall and the pattern match from side to side drops down one half before repeating, 'Third Drop' is similar, but the pattern match drops down one third before repeating.
Before hanging your wallpaper, check that rolls are undamaged, that the product code and batch reference are the same for each roll and that all colours match.
05. How to prepare your walls
To ensure a perfect finish, all holes should be filled, walls should be smooth, dry and cleared of any debris. Walls must be primed and if necessary cross line with lining paper. Lining paper helps to even out slight imperfections acting as a base for your wallpaper.
Do not hang over glossy or non-porous areas. Painted walls should be rubbed down to remove grease or soiling and glossy paint should be rubbed down with sandpaper. Pre paste porous wall surfaces such as plasterboard or chipboard. Never hang over new plaster or unprimed walls.
PLEASE NOTE
It is the responsibility of the decorator to ensure the wallpaper is correct and, during hanging, to check there are no visible faults. Check all wallpaper within 14 days of receipt.
We cannot accept any responsibility after the wallpaper has been hung. This information has been supplied in good faith but without guarantee. Site conditions are beyond our control.
If you have any further queries, please contact your retailer or Client Service: support@fornasetti.com
06. How much wallpaper paste will I need?
Cole & Son supplies 3 different tub sizes; 2.5kg, 5kg and 10kg. We recommend 1 kilo of paste per standard roll or wallpaper, so if you place an order for 5 rolls or wallpaper a 5kg tub of paste would be required. Extra paste will be required where wide width wallpapers are used.
07. Do I need to paste the wall or the paper when hanging your wallcoverings?
Please always check the hanging instructions supplied with your wallpaper.
08. Can I use your wallpaper in a bathroom?
As long as the room is well-ventilated and the walls are in good condition, Fornasetti wallpapers can be used in bathrooms. However, they should not be placed in areas where they are likely to come into direct contact with water. In order to help prevent against problems when using wallpapers in high humidity areas, we recommend using a matte decorators varnish on top of the wallpaper which will provide better protection against moisture. We advise you test the varnish on a wallpaper sample to check you are happy with the finish before applying to the wall.
09. Can I hang your paper on a newly plastered wall?
It is always best to allow a newly plastered wall to fully dry out for two or three weeks before hanging wallpaper. If you need to decorate before the plaster has fully dried the walls must be ‘sized’ before hanging. Use a normal decorator’s size or diluted good quality paste and then follow the hanging instructions.
When hanging textured wallcoverings please be aware that they do not allow the wall to breathe, and any moisture present in the walls will be trapped there and could create mould.
The recommended paste (which includes a fungicide) will help to prevent this. Please check the hanging instructions for further information.
10. Do I need to use lining paper and are there any particular lining papers that you would recommend?
A good quality, 800 or 1000 grade lining paper is recommended.
11. What is a Batch Number?
A batch number indicates wallpaper rolls that have been produced together. Rolls from the same batch should be hung together to avoid any roll to roll colour discrepancies.
12. What is a ‘Random Match’, ‘Straight Match’, ‘Half Drop’, and 'Third Drop'?
- • ‘Random Match’ is where there is no pattern at the joining edge to match, e.g. a vertical stripe.
- • 'Straight Match' is when the pattern repeats side to side on the roll. The pattern joins in the same place on the next drop of wallpaper.
- • 'Half Drop' is when the pattern repeats diagonally across a wall, the pattern match from side to side drops down one half before repeating.
- • 'Third Drop' is when the pattern repeats diagonally across a wall, the pattern match from side to side drops down one third before repeating.
Please note, patterns with a large pattern repeat or a half-drop require additional wallpaper to account for wastage.