FAQ
Frequently asked questions
Any questions?
Find quick answers to the most frequently asked questions about our brand, products and services. We’ve put together all the essential information here to help you better understand what Stefano Design can offer you.
If you can’t find the information you’re looking for, or if you’d like to contact us directly, write to us at contact@stefanodesign.com or call us on 05 54 54 41 01.
Our team will be happy to help you!
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My Order
Can I change my order?
Yes, to modify your order, please contact us as soon as possible before shipment so that we can make the necessary changes. You can reach us on 05 54 54 41 01 or write to us at contact@stefanodesign.com.
If your order has already been shipped, you will have to wait until we receive it to initiate a return request.
Can I cancel my order?
Yes, you can cancel your order before shipment for a full refund.
If you cancel after shipment, you will receive a full refund, but shipping charges to our warehouse will be deducted.
For special or custom orders, cancellation and full refund are only possible before production begins. Once production has begun, as these items are designed especially for you, a cancellation can only give rise to a 50% refund.
Can I delay shipment of my order?
Yes, if you have not yet finalized your order, you can indicate your preferences directly in the “Order notes (optional)” box at the bottom of the “Billing details” section at checkout.
If your order has already been placed but not dispatched, it is still possible to postpone the dispatch date by contacting our customer service department. You can reach us on 05 54 54 41 01 or write to us at contact@stefanodesign.com.
However, if your order has already left our warehouse, we will unfortunately no longer be able to modify or delay delivery.
When will my order be shipped?
All products listed as “in stock” on our website are shipped within 24 to 48 hours of order confirmation.
How can I track my order?
To track the progress of your order, you can request a tracking link from our customer service department. This will enable you to consult the status of your order in real time, from shipment to delivery. To obtain this link, please contact us on 05 54 54 41 01 or write to us at contact@stefanodesign.com.
Can I return my order?
Yes, to initiate a return, please write to us at contact@stefanodesign.com specifying the reason for your request.
You have 30 calendar days to return your items. They must be in perfect condition: unused, clean and in their original packaging. Products must also show no signs of having been assembled or handled.
For more information, see our page : Returns and refunds
Product availability
How do I know if a product is available?
You can check the availability of a product in the product description, under the item price. Availability is indicated as follows:
- Availability : In stock
The product is in stock. You can order it now and receive it within the usual delivery times. - Availability : In restocking (contact us)
The product is currently on its way to our warehouse or is made to order. You can place an order, but delivery times will not be the usual ones. For further information, please contact our customer service department on 05 54 54 41 01.
Can I buy a "restocked" product?
Yes, if you wish, you can buy a restocked product by pre-purchasing it. Simply place your order in the same way as for a product in stock on our site. This way, you reserve your item and we’ll ship it to you as soon as it’s available again.
For precise details of delivery times, please contact our customer service department on 05 54 54 41 01.
Do you make 100% customized products?
No. We do not manufacture products entirely to order. However, we can produce special colors on request, at extra cost and/or on condition that a large number of units are ordered. Please contact us to discuss your specific requirements.
Is there a minimum order?
No. At Stefano Design, there’s no minimum order. You can buy a single product or redo your entire interior to suit your needs.
Do you offer a warranty?
Yes, all our products come with a 3-year warranty from the date of purchase. This warranty covers any manufacturing defects or failures that may occur during this period.
For more information on the warranty, please go to : Warranty.
Payment and billing
What types of payment do you accept?
We offer several secure payment methods so that you can choose the one that suits you best:
- Credit card
- PayPal
- PayPal 4x free of charge
- Bank transfer
- Check
- Species
For more information, see our page : Terms of payment
Can I pay in cash?
Yes, you can pay in cash by selecting “Collection from our warehouse in Gironde (33170 GRADIGNAN)” when you place your order, or if you make your purchase directly from our warehouse.
Please check our opening times before travelling and allow for the exact amount, as we cannot guarantee to have change to make up the difference.
How do I get my invoice?
You can find your invoice directly in your customer area, under the “My orders” tab. Simply log in to your account to access it.
Shipping and delivery
Do you ship worldwide?
Yes. Stefano Design ships in Europe and worldwide. As long as you provide us with a valid delivery address, we can deliver to you.
What are the shipping costs?
Shipping costs are automatically calculated according to the delivery address, total weight and quantity of products in your order.
To find out the exact delivery charge, simply add the items to your basket. An estimate of the cost will be displayed before payment, based on the contents of your basket and the delivery address.
Which carriers do you use for delivery?
At Stefano Design, we choose the carrier according to the country of destination and the volume of the order. We work with reliable carriers such as Chronopost, Colissimo, Messagerie du Bazadais, Kuehne + Nagel, and Goevia to guarantee fast delivery tailored to your needs.
Can you deliver to my home?
No. Delivery will be made to the foot of your home. The delivery person is not authorized to go upstairs or into your home. We recommend that you arrange for someone to receive and carry the goods inside your home if you think you won’t be able to do it alone.
What are the delivery times?
Products in stock are delivered within 24 to 48 hours. For non-standard products, delivery may take 5 to 7 days.
For more information on delivery, please consult the page : Delivery.
Returns, incidents and refunds
The product is not what I expected. Can I return it?
Yes, we accept the return of our products as part of a purchase retraction, provided that no more than 30 days have elapsed since the purchase and that the product is in the same condition as when delivered. The product must not have been assembled and must include instructions, accessories (nuts, screws, keys, etc.) and original packaging.
The total amount of your order will be reimbursed, with the exception of return shipping costs, which remain the responsibility of the customer. Once the product has been received and checked, Stefano Design will refund the purchase price.
For more information, please visit : Returns and refunds.
What if I no longer have the original box?
It is imperative that returns are made in the original packaging, as our cartons are specifically designed to protect our products during transport. If the product is damaged or broken when it is returned, and is not in the original packaging, we will unfortunately be unable to issue a full refund. In exceptional cases where you no longer have the original packaging, please contact our customer service department to find a solution.
Are returns free?
No. Returns made in the context of a retraction are at the customer’s expense. When a return is requested for this reason, the amount of the order is reimbursed, with the exception of the return shipping costs. For more information on these costs, please consult the page returns and refunds page.
However, if the return concerns a defective or damaged product, Stefano Design will cover the full cost of the return and will ensure that the problem is resolved quickly.
What should I do if the product I have received is faulty?
If your order has arrived damaged or faulty, you must notify us within a maximum of 30 days of receipt by sending an email to contact@stefanodesign.com. To enable us to deal with the incident effectively, please provide :
- Photographs and/or videos showing the damage or defect.
- A detailed description of the problem encountered.
- Photographs of the packaging to check its condition.
It is essential to keep the original cartons to facilitate the processing of your claim. After studying your case, we will take all necessary steps to satisfy you, including complete replacement of the product if necessary.
For more information, please visit : Warranty.
When will I receive my refund?
Once we have received the order in our warehouse and checked that everything is correct, we will process the refund within a maximum of 15 days. This period may vary depending on the payment method used or your bank’s specific conditions. If after 15 days you still haven’t received your refund, please contact us at contact@stefanodesign.com or by calling 05 54 54 41 01.
Manufacturing and quality
Do you have a physical store or showroom?
Yes, our warehouse, which also houses our main showroom, is located at 168 rue Saint François Xavier, in Gradignan (33170), near Bordeaux. Here you can discover and try out our products on site. If you’re in the area, we’d be delighted to welcome you for a first-hand look at our collection. To organize your visit, please contact us on 05 54 54 41 01 or e-mail us at contact@stefanodesign.com. We look forward to welcoming you!
We also have a showroom in the north of France, in Marcq-en-Barœul (59700) near Lille. To organize your visit, please contact our representative on 06 98 38 04 04 to arrange an appointment.
What type of leather do you use?
We offer two types of premium leather:
- Full-grain leather: lightly grained and soft to the touch, it retains the natural texture of leather for an authentic look.
- Aniline leather: smooth and even softer to the touch, it offers a luxurious feel and a uniform finish.
These leathers are carefully selected for their durability and aesthetic appeal, guaranteeing elegant, hard-wearing products.
Where does your leather come from?
We use top-quality European leather, mainly fromItaly, renowned for its expertise in the manufacture of refined, durable leathers. This leather is carefully selected for its texture, resistance and aesthetic appeal.
Can I receive leather samples before placing an order?
Yes, to help you assess the quality of our leather and compare colors and finishes, we offer free samples. Just let us know what finish you’d like, and we’ll be happy to send them to you!
What kind of wood do you use?
We use a variety of high-quality woods, including walnut, rosewood and ash. All our wood comes from ecologically managed forests, guaranteeing strict compliance with environmental standards and sustainable management of natural resources.
Where are your products made?
Our products are manufactured in various parts of the world, including Portugal, India, Indonesia, China and Poland. Each workshop is carefully selected to guarantee a high level of quality, craftsmanship and respect for ethical and environmental standards.
Are you eco-responsible?
At Stefano Design, we prioritize eco-responsibility by selecting sustainable materials. Our woods come from eco-managed forests and our European leathers respect strict standards of quality and ethics. Our products are manufactured in responsible workshops, to offer you quality products while minimizing our environmental impact. We recycle all our waste and reuse everything possible. What’s more, the absence of physical sales outlets helps reduce our carbon footprint, promoting a more sustainable approach. We make a point of minimizing our environmental impact while offering quality products.
Business account
Do you offer discounts for professionals?
Yes, at Stefano Design we offer a professional catalog that gives you access to exclusive discounts, personalized support and many other advantages.
To receive our special pro catalog, contact our customer service department on 05 54 54 41 01.
How do I open a business account?
To open a business account with Stefano Design, we need the following documents:
- A Kbis extract or equivalent document to prove your professional status
- Billing and delivery address
Once you have provided this information, we will be able to create your account and give you access to our special offers for professionals.
You can rest assured that the STEFANODESIGN team will do everything in its power to ensure your complete satisfaction, before, during and after your purchase. We remain at your disposal:
