1. Delivery

You will pay the delivery fees during the payment process on the website. 

Standard shipping is free of charge if the destination is in Europe or in the GCC region. For all other destinations the shipping will cost €48. 

All information we provide about availability and delivery dates is non-binding, our shipping partners and/or FERRONATO provide this information by way of indication only. 

We strive to deliver the products you ordered as soon as possible, but do not guarantee the indicated delivery date. If full payment has not been received or if there was a problem with the payment we reserve the right not to ship the product you ordered until all outstanding payments have been settled.

If delivery has not been made more than eight days after the specified delivery date, we urge you to contact customer service. 

If you were not there to take delivery and did not pick up your product from a pick-up point or if you refused to take delivery, the product will be sent back to us. We will then either reimburse you the amount you paid with a deduction of the delivery service charge and a flat processing charge of 20 EUR or, if mutually agreed, we will try shipping again (costs borne by the customer). Please contact us if there is a valid reason for missing or refusing delivery as we may be able to forego the processing charge.

On delivery you will have to check the condition of the packaging and whether the correct number of products have been delivered. If anything is wrong or missing, you can contact us and we will send a new shipment for missing items and/or we will take damaged or incorrect items back and replace them free of charge (“promise to replace”). It is your responsibility to inform us within 7 days of receipt of the delivery about any damaged, missing or incorrect goods for the promise to replace to apply. 

Our promise to replace the product does not apply if you have used the product improperly or if you have made any alterations to the product. 

2. Right of Return

Subject to clause 5. of our general terms and conditions and to the exceptions under 3.

If you have ordered a product that you wish to return, you may withdraw from the agreement and return the product to us within 14 calendar days of the delivery date for a refund, regardless of your reasons for doing so, subject to the terms and limitations set out below. 

During these 14 days, you agree to treat the product and its packaging with care and only unpack or use the product insofar as this is reasonably needed to determine the nature, characteristics or functioning of the product as you would be permitted to do in a physical retail store.

Returned products must be in their original condition and packaging. Ferronato has the sole discretion in determining, in accordance with clear quality guidelines, whether the returned product is considered in original condition. 

Any (mis)use of the product that is not reasonably needed, leading to the depreciation of the product can lead to a deduction of the refund for the depreciated amount. 

If you wish to exercise your right of return, please always contact our customer service team to record your return and ensure you keep the products in their original condition and packaging.

You can then return your package to the following address.

For returns from Europe and America:
Ferronato&Ferronato AG
Sonnenbergstrasse 11,
6052 Hergiswil (NW)
For returns from MENA and Asia:
The FERRONATO KGS Holding Ltd.
Office C1203, Level 12, Burj Daman
DIFC (Dubai International Financial Center)
PO Box: 50542
Dubaï, United Arab Emirates

When returning goods, please opt for a method of shipment that insures the full retail value of the product, as any risk and liability for the return of the products lies with you until the products arrive at Ferronato’s premises.

Returning the product to us is free of charge only if the return is for a reason covered under the exclusive Ferronato Global Warranty (“warranty reason”).

Once we have received the returned goods, we will reimburse you for the purchase price of the product and, if the return was for a warranty reason, for the costs of the return delivery as soon as reasonably possible.

‍3. Exclusion to Right of Return

You may not exercise your right of return on purchases of products that are sealed, for example in plastic, for health or hygiene reasons, after opening or damaging their packaging. The nature of these products is such that they are not suitable for being returned once the product has been opened, unsealed or used, except when the products are returned because they are defective.

You may similarly not exercise your right of return on pre-ordered or on personalized goods, i.e. goods that have been engraved or otherwise tailor-made. The nature of these products is such that they are not suitable for being returned, except if the products are returned because of a defect.