Welcome to Yask

With fully customized production on offer, we simply need to be at the forefront of limited but transparent conditions and detailed guidance throughout the whole manufacturing process.
The guides below, together with the extraordinary care we take to show you the full history of your item(s) from origin till destiny
(www.TrackableWorld.com) will help you decide and understand the true DNA we have on offer.

1. Buing guide

Are you ready?

Trying to refine trees and pure natural materials to clinical perfection is not our aim.
Rather the opposite; we believe in bringing home a piece of nature including all its natural and unique characteristics such as splits, knots, grain patterns and colour differences.
With time, some additional changes in colour and grain may occur, splits may change or grow, solid wood may expand or shrink due to the local micro climate. We view this as nature in all her beauty and in our opinion enhances the appeal of your item.

Any movement, cracks, splits, changes in grain patterns, colours and size are normal effects of natural materials such as solid wood and not a reason for claiming at delivery or thereafter. Even engineered boards and steel-reinforced units may slightly bow. However, these changes will never influence the daily use and/or functionality of your Product.
If you are looking for clinical perfection, uniformity, high gloss, varnished, lacquered or painted furniture, you will never love our Products or see them as we do and are advised to search for alternative furniture.

How to order a fully customized product?

Mention the words ‘Custom Made’ and most people think of a lengthy process and something costing a small fortune!
We have changed all that by introducing our new Personaliser: Online ordering with fingertip control without any delay or price premiums.

• You select the precise size to the nearest centimetre anywhere between 26cms and a massive 525cms
• You choose your finish from our large selection or any combination if desired
• You drag and drop the drawers, doors and shelves wherever you need them when choosing storage items
• You select your extras such as wheels, lights, power points etc using our easy options button
• You make your final choice and immediately you will see a price and a lead time for delivery to your home

The personaliser guides you through the whole process. No thinking, just so simple!

How to measure?

We understand that it can sometimes be difficult to be sure that your Product will fit into your intended space. As it is your responsibility to ensure that you accurately measure the space in which your furniture will sit, along with the access route to its final destination, please read this handy guide to help you. See also this visual

How to pay?

Payment in full is requested once your order is confirmed by us.
We offer online facilities and traditional bank transfers.

Samples with nfc chip

We use no stains and lacquers but only 100% natural oils and waxes which allow the natural grain and colour to shine through.
We understand that wood and leather is truly unique and that each piece will be different. So, once you have placed your order, we will send you a beautifully crafted box containing a selection of samples or swatches of your chosen finish, which will show you the variation that nature offers and how unique each piece may be. If you need further samples or additional information, please scan the NFC chip in the sample box.
Finishes on samples, swatches, websites, brochures and models are an indication only and differences are likely and will not be seen as a reason for claiming at delivery or thereafter.

Smoked oak finish

In addition to offering totally natural finishes, we have developed a unique and natural kiln-smoking process that unlike surface staining, will produce a finish that penetrates deep into the oak thus allowing the wood to breathe and the grain to remain prominent rather than submerged under colour. Oak trees are renowned for their variable tannin content and smoking reacts with the tannin to produce a totally random finish with a glorious mix of shades.

Upholstery & fire regulations

All upholstery is manufactured and labelled in accordance with the UK Furniture & Furnishings (Fire Safety) Regulations 1988 as amended in 1989 & 1993. Each item of upholstery will carry the appropriate swing label with a permanent label attached. This includes a batch number from which all details of relevant components can be identified and we continue to maintain records as required by this legislation.

Naturally different

We are different because we are a truly vertical integrated company.
Unlike most furniture manufacturers who start with pre-milled kit parts and then simply assemble, we individually select each tree from the forest and begin working on the logs in our own sawmill and end with customized hand packaging, not to forget our own white glove delivery teams.
By the way, all our (oak) wood is sourced from European forests only (FSC / PEFC).

How to expect?

To help you love nature, we have developed an indication system that describes roughly how much “nature” you can expect to see within the design. We divide between City (most clean) via Contemporary to Chunky (most rough)

City

A distinctive, rather modern look with clean functional lines, highlighting the natural aspects of solid wood and individual hand finishing by our craftsmen. Some variances in colours and patterns with limited knots and possible splits may occur over time.
Boards are hand selected to display a beautiful variety of colours and textures that really enhance the natural beauty of solid wood.
Wood is a gift of nature and like all organic materials it lives, breathes and may possibly bow.
Should you PREFER more natural characteristics such as rich, random grain patterns, knots and/or an informal bold look, please take a look at the Contemporary or Chunky ranges.
Should you find some additional natural changes in colour, cracks or splits that may occur over time or find the uniqueness of a piece including all its natural imperfections unacceptable, this is possibly not the product for you.

Contemporary

Informal and different, bringing home the beauty of solid wood together with the traditional detailing of hand-finished craftsmanship. The contemporary line boasts a wonderful variety of colours, textures and knots with possible splits. The true beauty of the tree really shows through.
A more random selection of boards is chosen to ensure that nature’s wonderful variety of colours, textures and grain patterns are truly at the heart of all these designs.
Wood is a gift of nature and like all organic materials; it lives, breathes and may bow.
Should you PREFER a more natural look such as rich random grain patterns, variance in texture, knots, splits and/or a bolder look we advise the Chunky ranges.
If you prefer less variety than is displayed in the Contemporary range, please take a look at our City range.

Chunky

Bold in design, organic in feel, with little touches of humour reflecting the honesty of nature. So unique that this piece always deserves hand finishing by our skilled craftsmen. This is nature at her most beautiful with all textures, knots, splits and grain variations highlighted and preserved.
Due to the richness and variations in the wood, additional changes in colour, splits and patterns are more likely to occur as well as shrinkage, expansion or bowing.
If you prefer a product with fewer variations, please review our Contemporary or City ranges

Amendments

With our online facilities you are always fully in control: you can easily trace the status of your ordered items, view pictures during the production process and see all other relevant information.
As all items are fully bespoke, we offer you the right to cancel within 24 hours of payment being received by us for a full refund but after this time, orders will be subject to 100% cancellation charge with no exceptions.
Amendments may be made up to 72 hours after payment has been received as after this stage preparation for production will start.

No return right

Due to our fully customized production, we have no standard sizing and no catalogue or warehouse stocking standard parts.
For this reason, we have a zero-return policy and all sales are final and not subject to a right to return and/or refund.
Should there be construction failures, we will arrange a free pick up of the item for inspection and eventual repair.

2. Arrival guide

The "GO" from You

Now “digital becomes real”... the Products specially crafted for you are ready to be shipped, but not after assembly at the workshop and our fearsome QC officers have said “yes” to it. Meaning.. yes to mailing you the pictures of the final item(s) and – without more - yes to start the delivery procedure.

White glove delivery versus standard delivery

There is so much valuable information about your personalized Product that we want to share with you, that we would regret just leaving it at your doorstep with a standard delivery. We prefer to offer “white glove” delivery where your Product is delivered to the space you want by professional knowledgeable drivers, assembled* and all packaging materials returned to the factory.

*We ask that you advise us of any non-standard delivery circumstances that may apply at the time of ordering. We are not responsible for the removal or movement of any furniture or other items upon delivery, so ask that you provide clear access for the delivery team and also ensure that floors are protected as necessary.
Please use this visual to check if your furniture will fit
If a delivery is not possible due to unsuitable access and/or due to insufficient information, we may have to stop the delivery and bring the item(s) to a local warehouse. Costs for storing and/or rescheduling delivery will be charged.

Timing

At the very beginning of the customizing process you will be informed of a leadtime in weeks when the Product will be delivered to your requested place ie. “can be home with you in week ..”.
A more precise day and time will be scheduled and provided when the Product is ready and signed to “go”.

Damaged or dirty packing

We pack by hand and the made-to-measure cartons are sized to protect your Product in the best way possible.
We also prefer white coloured packaging, not only to create the feeling of a present but also to alert us early to possible damage.
We do not see the point in making these investments to allow faulty Products to slip through the net.
A damaged or dirty carton may be an indication that something has happened between shipping from the factory and delivery.

In cases of standard delivery:

• stop unpacking and make a picture of packaging
• make a note on the delivery document and inform us via this link
• if possible unpack in the presence of drivers

In cases of white glove delivery:

• your risk is limited due to the fact that the delivery team must assemble the Product and possible damages are automatically reported.

Damages due to delivery

Any damage to the Products or your property or its contents as a direct result of our delivery service must be reported by email within 24 hours with accompanying photos. If no report is made to us within the 24h timeframe, any liability will be rejected.
We advise reporting damages on the delivery note as well. We reserve the right to decide how to handle your claim.

We listen - We improve

We believe in giving you a memorable experience!
We want to deliver an experience that you will feel really proud of and want to share with others

We are happy to get any feedback, remarks, ideas or complaints with the goal to make great things even better. Pls use the link here to share any positive or negative feedback (please fill in one form per item).

3. Care guide

Luxury

Nature and natural materials are “living” materials. Even long after delivery, additional changes in colour, pattern, splits or other movements may occur but never affect the use or stability of the item and are no reason for claiming.
As one leaf differs from another, so the details of your Product may vary, all items are unique and handmade according to your wishes. In reality this unique look enhances the appeal and makes our craft become your luxury.

Best care for daily use - Treat with proudness

• Avoid continual water spillage
• Use coasters to avoid rings from wet glasses and vases
• Remove everyday spills of food and drink immediately with a lightly damp cloth
• Avoid direct contact with very warm objects
• Avoid positioning close to heat sources or airconditioning
• Direct (sun) light may cause discoloration
• A humidity between 30% and 60% ensures longevity, too dry may cause shrinking, too wet may cause expansion.

Same care tips

• Avoid tilting the Product on one side or one part
• Do not drag the Product across the floor, always lift before moving.
• Make sure the Product stands level for smooth opening of doors and drawers,
• Be aware of its intended purpose and use accordingly
• Do not place heavy objects on the Product
• Avoid abrasive cleaners
• Do not place close to heat sources such as radiators or air conditioning units or anywhere subject to excessive changes in temperature or moisture content.
• Do not place in an area with long term exposure to sunlight.
• Always make sure you place your Product on a level floor.

Carekit

Natural Products need a green and ecological finish. For this reason we use only 100% natural oils.
Another benefit of an oil finish is the vivid look and easy maintain & repair function; however oil finishes are not sufficient to protect the Product from water, alcohol, oils and spills. Therefore use a lightly damp cloth to clean food & drink spills immediately.
For most finishes the easy use of the carekit is sufficient for maintenance or repair

• Make sure the surface is clean and dry
• Sand the spot or surface with the P60 or P180 sandpad followed by the P320
• Stir or shake the bottle well before use
• Use the sponge to apply the oil along the grain
• After a few minutes (2-3) wipe off the excess with the clean cloth
• Leave untouched for about 6-9 hours to allow drying

Caution

• Keep away from children
• Do not drink or use the oils for preparing food
• Oiled cloths can self-combust if not dried and disposed of carefully after use

Caretips via the nfc chip

All Products arrive with a NFC chip in which the origin, full production history and all Product details are stored. By scanning the chip with your mobile phone you can easily trace

• The specific finish on your Product
• Care and repair tips
• Option for live advice from the factory in case of unforeseen damages.

Warranty

In line with EU legislation, all customized Products carry a 2 year warranty based on the use for which the Product was intended. Certain exclusions apply including failure to follow product care instructions, normal wear and tear but also any user modifications, dramatic temperature variations or exposure to unusual or inappropriate conditions, customer or other parties’ own materials applied to furniture or Products not installed following the handling instructions or damaged by careless removal from packaging.

4. Legal guide

Please read carefully
We all know that legal terms are not an attractive part. However, with fully customized production rather limited conditions apply -among them no return right and we advise you to fully read both the Headline and Formal Conditions.
It is the responsibility of the customer to ensure they are fully aware of all Terms, Conditions and Limitations.

Headline Terms & Conditions

Price: All prices are clearly defined in our Online tools and within our Order Confirmations and Invoices. Freight, carriage and VAT are mentioned separately. Our prices can change without notice. It is the responsibility of the Client to ensure they are aware of current prices.

Cancellation: Work begins on production as soon as the Order Confirmation is produced. For this reason, no cancellations are accepted within 72 hours of the Order Confirmation date. A charge of 100% of the order value will be made on orders cancelled after 72 hours of the Order Confirmation date.

Delivery: Despatch and Delivery dates are estimates and may change without notice. We accept no liability for delay. Partial shipments may be made. Back Orders will be shipped as soon as available. Notification of packaging damage must be made at the point of receipt. Notification of product damage must be made within 72 hours of receipt. Returns will not be accepted unless written authorisation is provided. Returns are not accepted, under any circumstances, after 72 hours of receipt.

Products: They may be supplied with knots, splits, dents and colour variations. These are the natural characteristics of our Products. We accept no liability for these features. The client accepts that each Product will differ. Products may be modified or discontinued without notice.

No return rights: All orders are fully customized and made-to-measure. Therefore, we offer no right for returns or refunds.

Formal Terms & Conditions

Business Policies: All orders are subject to our full terms and conditions below. Nothing in these conditions affects your statutory rights.

Standard Conditions of Sale:

1. Definitions
   1. "Client" means the person or organisation who buys or agrees to buy the Products from the Seller.
   2. "Conditions" means the terms and conditions of sale set out in this document and any special terms and conditions agreed in writing by the Seller.
   3. "Delivery”, “Despatch” and “Shipment” are all generic terms. When used with “date" means an estimate.
   4. "Products" means those goods specified.
   5. "Price" means the price for the Products excluding carriage, and VAT.
   6. "Seller" means the website, person or body legally entitled by ChauChau sa in Valsot, Switzerland to sell its designs and concepts.
2. Conditions applicable
   1. Nothing in these conditions shall affect the Client’s statutory rights as a client.
   2. The Seller shall sell and the Client shall purchase the Products in accordance with any written or published quotation of the Seller which is accepted by the Client, or any written or verbal order of the Client which is accepted by the Seller including but not limited to orders placed using the Seller’s electronic online ordering service, subject in any case to these conditions, which shall govern the contract to the exclusion of any other terms and conditions subject to which any such quotation is accepted or purported to be accepted, or any such order is made or is purported to be made, by the Client.
   3. Any typographical or clerical or other error or omission in any sales literature, quotation, price list, acceptance of offer, invoice or other document or information issued by the Seller shall be subject to correction without any liability on the part of the Seller.
   4. If any provision of these conditions is judged invalid or unenforcable in whole or in part, the validity of the other provisions of these conditions and the remainder of those provisions in question shall not be affected.
3. The Price and Payment
   1. Save as provided otherwise herein the Price shall be that as stipulated in the Seller’s published price list current at the date of order of the Products. Notice of cancellation must be received in writing by the seller within 72 hours of the order confirmation date. It is accepted by the client that they are liable for 100% of the order value if cancelled after 72 hours from the date on the order confirmation.
   2. Payment of the Price shall be due in accordance with the client’s agreed terms. If the Client does not pay the Price by the due date, the Seller may bring an action for the Price even though property in the Products has not been passed to the Client. If the Client fails to make payment as required the Seller may suspend delivery of the Products or any further Products ordered until payment is made in full.
   3. Interest on overdue invoices shall accrue from the date when payment becomes due from day to day until the date of payment at the rate of 3%.
4. The Products
   1. The quantity and description of the Products shall be set out in the Seller’s quotation.
   2. The Seller may make any changes in the specification of the Products which do not materially affect their quality or performance required to conform with any applicable statutory requirements where the Products are supplied to the Seller’s specification.
   3. The Clients accepts that the Products may include, but are not limited to, cracks, dents, splits, knots, colour variations, and dimension variations.
   4. Photographs are for illustrative purpose only, and may not exactly match the product itself.
5. Warranties and Liability
   1. All warranties, conditions and terms relating to fitness for purpose, satisfactory quality or conditions of the Products whether implied by statute or common law or otherwise are excluded to the fullest extent of the law.
   2. Insofar as is permitted by law, our only liability to you under these terms and conditions will be, at our sole discretion, to make good any shortage or non-delivery, to replace or repair any goods which are received by you in a damaged or defective state or to refund to you any sums actually paid by you for the goods in question. We will not be liable to you for any indirect or consequential loss or damage arising out of any problem you notify to us and will have no liability to you for any failure or delay in delivering goods or any damage or defect in goods delivered which is caused by any event or circumstance which is beyond our reasonable control.
   3. While reasonable endeavours are made to verify the accuracy of all information, we make no warranties, whether express or implied in relation to its accuracy.
6. Delivery of the Products
   1. Delivery of the Products shall be made by the Seller or his agent notifying the Client that the products are available for delivery to such place as the Client may specify at the time the order is placed.
   2. The Seller shall use his reasonable endeavours to meet any date agreed for delivery.
   3. In any event time of delivery shall not be of the essence.
   4. The Seller shall not be liable for any delay in delivery howsoever caused.
   5. Generally, where an order contains more than one item all items will be delivered at the same time once all items are available.
7. Acceptance of the Products
   1. The Client shall be deemed to have accepted the Products by signing our delivery documents.
   2. Notification of packaging damage must be made at the point of receipt
   3. After acceptance the Client shall not be entitled to reject Products which are not in accordance with the contract.
   4. The seller will not accept any claims for damage unless notified within 3 days of acceptance.
8. Title and risk
   1. Risk of damage to or loss of the Products shall pass to the Client upon delivery.
   2. Notwithstanding any other provision herein title in the Products shall not pass to the Client until the Seller has received in cash or clear funds payment in full.
   3. he Client shall not be entitled to pledge or in any way charge by way of security for any indebtedness any of the Products which remain the property of the Seller, but if the Client does so all moneys owing to the Seller shall (without prejudice to any other right or remedy on the Seller) immediately become due and payable.
9. Insolvency of Client
   1. This clause applies if:
      1. The Client makes any voluntary arrangements with its creditors or becomes subject to an administration order or (being an individual or firm) becomes bankrupt, or (being a company) goes into liquidation (otherwise than for the purposes of amalgamation or reconstruction) or
      2. An encumbrancer takes possession, or a receiver is appointed, of any of the property or assets of the Client, or
      3. The Client, not being a consumer, ceases, or threatens to cease, to carry on business, or
      4. The Seller reasonably apprehends that any of the events mentioned above is about to occur in relation to the Client and notifies the Client accordingly.
   2. If the Clause applies, without prejudice to any other right or remedy available to the Seller, the Seller shall be entitled to cancel the contract or suspend any further deliveries under the contract without any liability to the Client, and if the Products have been delivered but not paid for the Price shall become immediately due and payable that despite any previous arrangement or agreement to the contrary.
10. General
    1. Neither party shall be liable for any delay or failure to perform any of its obligations if the delay or failure results from events or circumstances outside its reasonable control, including but not limited to strikes, lock outs, accidents, war, fire, reduction in or unavailability of power at the Seller’s premises or its manufacturing plant, breakdown of plant or machinery or shortage or unavailability of raw materials from a natural source of supply, and the party shall be entitled to a reasonable extension of its obligations.
    2. Any notice required or permitted to be given by either party to the other under the conditions shall be in writing and in the case of notices to the Seller, addressed to the Seller at its registered office or in the case of notices to the Client, at the Client’s address as provided to the Seller.
11. Headings
    1. The headings of the Clauses in these conditions are intended for reference only and will not affect the construction of these conditions.
    2. Representations No statement, description, warranty condition or recommendation contained in any catalogue, price list or advertisement or communication or made verbally by any of the Agents or Employees of the Seller shall be construed to enlarge, vary or override in any way thereof any of these conditions.
    3. Additional costs The Client agrees to pay for any loss or extra cost incurred by the Seller through the Clients instructions or lack of instructions or through failure or delay in taking delivery or through any acts or default on the part of the Client, its servants, agents or employees.
12. Proper Law of Contract
    1. This Contract shall be governed by the law of England and Wales and any dispute, question or remedy howsoever arising determined exclusively by the Courts of England and Wales.

Privacy policy - GDPR (General Data Protection Regulation)

What we collect

We collect information about you when you register with us or place an order for products or services. We also collect information when you provide feedback to us or simply visit our Website(s).
Website(s) usage information is also collected using cookies and during business functions.
We collect the following data when you provide it to us:

• Personal details: name, user name, gender, date of birth
• Contact details: delivery, billing address, email, phone contact
• Payment details: bank account, card details
• Transactional data: details of payments to and from us, details of products purchased
• Technical data: IP address, log-in data
• Profile data: User name, your orders, preferences
• Usage data: how you use our website, services and products
• Any other information needed for us to fulfil our contractual obligations or provision of a better service

How we collect

We obtain personal data from sources as follows:

• Directly from you when you interact with us, for example, when you create an account, order products, request information or provide feedback
• From automated technologies when you use our website
• From suppliers who may deliver products to you, in the event that they collect personal data from you in addition to the personal data that we collect
• The company uses third-party service providers to process data, analyse activity and for web analytical services

We may monitor and record communications with you including phone and email for quality assurance and to ensure we are meeting our legal and regulatory requirements

How we use the information

We will collect, store and use the information you provide in a manner that is compatible with the EU’s General Data Protection Regulation (GDPR). We will endeavour to keep your information accurate and up to date and not keep it for longer than is necessary. In some instances, the law sets the length of time information has to be kept, but generally, we will use our discretion to ensure that we do not keep records outside of our normal business requirements.

Why do we need to collect, process and store personal data?

For us to provide you with a product or service we need to collect personal data for correspondence purposes and/or detailed service provision. In any event, we are committed to ensuring that the information we collect and use is appropriate for this purpose. We will only use your personal data for the purposes for which we collected it and when the law allows us to. Most commonly, we will use personal data in the following circumstances:

• To perform a contract we are about to enter or have entered into with you
• If it is necessary for our legitimate interests (or those of a third party) and these are not overridden by your rights and interests
• Where we need to comply with a legal or regulatory obligation

Do we share your personal data?

We may provide your personal data to the following recipients for the purposes set out in this notice:

• Our officers, employees, consultants, workers and agents to the extent that they reasonably require it
• Our service providers
• Law enforcement agencies in connection with any investigation to help prevent unlawful activity.

Do you have to supply your personal data?

In short, the answer is no: however, it may affect your ability to receive our products and services if you do not do so. To form a contract with you, we will need some or all the personal data described above so that we can perform that contract or the steps that lead up to it: this is set out above in this notice. If we do not receive the data, the contract cannot be performed.

Do we transfer your data outside of the EU?

We may transfer your personal information to a location (for example, to a secure server) outside the European Economic Area, if we consider it necessary or desirable for the purposes set out in this notice. In such cases, to safeguard your privacy rights, transfers will be made to recipients to which a European Commission “adequacy decision” applies (this is a decision from the European Commission confirming that adequate safeguards are in place in that location for the protection of personal data), or will be carried out under standard contractual clauses that have been approved by the European Commission as providing appropriate safeguards for international personal data transfers, copies of which are available to view on the Commission’s website (https://ec.europa.eu/info/index_en ).

Controlling your personal information?

You are in total control of your personal information.
We will not sell, distribute or lease your personal information to third parties unless we have your permission, or are required by law to do so. We may use your personal information to send you further information, which we think you may find interesting if you tell us that you wish this to happen.

Cookies policy

This cookies policy explains what cookies are and how we use them on our Website to distinguish you from other users. We encourage you to read the policy in full so that you can understand what information we collect using cookies and how that information is used. By using this Website and agreeing to this policy, you agree with the use of cookies.

What are cookies?

Cookies are text files containing small amounts of information which are downloaded to your browsing device, such as a computer or smartphone, when you visit a platform. Cookies can be recognised by the platform that downloaded them and will help us know whether you have visited our site before so we can improve your shopping experience.

What are cookies used for?

Cookies are important as they can help us understand how our Website is being used, allow you to navigate between pages efficiently, remember your preferences and generally improve your journey by making the browsing experience much smoother.

What types of cookies are used?

Strictly Necessary Cookies: These cookies are essential to make our platform work. They enable you to move around the platform and use its features. Without these cookies, services that are necessary for you to be able to use our platform with ease such as accessing secure areas cannot be provided.
Analytics Cookies: These cookies collect information about how people are using our platform, for example, we use Google Analytics cookies to help us understand which pages are visited the most often, how people are moving from one link to another and if they get error messages from certain pages. Overall, these cookies provide us with analytical information about how our platform is performing and how we can improve it to make your overall browsing experience an enjoyable one.
Functionality Cookies: These cookies allow us to remember choices you make and tailor our platform to provide enhanced features and content to you. For example, these cookies can be used to remember your user name, your language choice or country selection.

How long will cookies stay on my browsing device?

The length of time a cookie will stay on your browsing device depends on whether it is a “persistent” or “session” cookie. Session cookies will only stay on your device until you stop browsing. Persistent cookies stay on your browsing device after you have finished browsing until they expire or are deleted.

How to manage cookies from this platform?

You can usually use the browser that you are viewing this platform through to enable, disable or delete cookies. To do this, follow the instructions provided by your browser (usually located within the “Help”, “Tools” or “Edit” settings). Please note that if you set your browser to disable cookies, you may not be able to access secure areas of the platform and other parts of our Website may also not work properly

Contact

Should you require any further information, please email our data protection officer at Reception@Bellamaisa.com

5. Faq

Below the top picks of Frequent Asked Questions.

1. Tracking & Tracing

1.1. Lead-times? We have no fixed lead-times.
We have a cyclical production and shipping schedule to each country.
Our goal is to ship orders as quickly as possible and endeavour to deliver within 10 weeks but generally this will be less.
All incoming orders will be booked for the first available week for the particular destination. If the next schedule is full, your order will be allocated to the next run.

1.2. Shipping info? All details are transparent and visible online from the moment of ordering .

1.2.1. Does the order confirmation mention the date of delivery?
Yes already before ordering you can see the suggested delivery week behind “Can be home with you..” If it says e.g.”can be home with you in cw.6” it means that the Product will be delivered in calendar week 6.

1.2.2. Is there an exact date or time of arrival?
Yes at the moment of ordering we show you a calendar week (see 1.2.1). During the process we will narrow the week window down to a precise date.
Once we have a Transport Plan from the factory, your delivery will be arranged by mail or phone. We quote an estimated delivery day and agree an approximate delivery time. Upon your request, it is possible to contact you shortly prior to actual delivery on the day.

1.2.3. May I change the planned dispatch schedules?
Yes, if you do this when we share our Transport Plan with you.
No, when the Products have left the factory according to the Transport Plan previously agreed.

1.2.4. Do I know when the orders are shipped from the factory according to the Transport Plan?
Yes, we first suggest a delivery time when booking in the date and time with you.
Secondly, you can trace the precise status of your Product online

1.2.5. How do I know when I will receive my ordered Products?
Please log on to our system with your personal login and password to view all information. Alternatively, you may contact our reception during office hours.

1.2.6. What if I cannot be present as planned on the delivery date?
Due to long delivery routes we cannot change planned deliveries after they are booked in (see 1.2.2.) Try to arrange family or friends to accept the delivery. In the unlikely event of a “closed door” your Product will return to a local warehouse from where you can collect it or a new Transport Plan can be agreed with you. Additional charges of 5% of the total order value wil be applied.

2. Your item

2.1 Can I customize online? Nature is unique so it deserves to be personalized only
Online you can determine the precise length, width and height!
For most Products you can choose the legs that suit you best and add some special options.
Via the “finishing” tool you decide on the wood finish or the fabric, all with fingertip control

2.1.2. Are pictures of all models available online?
Because Products are truly customized, there is no catalogue showing standard models and pictures.
We want to show the size and finish implications of your choices online, so we work with renders. To inspire you, we always have pictures available online showing possible options

2.1.3. Who can I contact to get more pictures?
You can always contact our associates who will provide you with images, detailed description and available model variations. See contact info on website.

2.1.4. What if I have a special demand?
No problem! Mail your suggestions, preferences and requests directly to your associate and they will work together with you and the Production specialists

2.2. How to get Samples? Customizing is a specialty; so we always post you a sample box
We respect your choices made online but we know that customizing is not always an easy choice.
So, after ordering online, you will receive a parcel with samples of your chosen finishes.
Now you can feel, look and smell the real beauty.

2.2.1. Can I get different samples and/or fabric swatches?
Yes, if you are not happy with your original choice, you can contact your associate and ask for different samples or swatches.

2.2.2. Is it possible to get seating upholstered with your fabrics?
Yes, of course. All you need to do is inform us of your request and send us your own fabrics. Please make sure you provide us with the sufficient amount to cover your whole order. If you are not sure how to calculate how much fabric you may need, please contact us.

2.3. Who is the producer? Just a very limited amount of factories are able to make made-to-order specialties
Most of the Products are produced in our factory in Central Poland - the home of Europe’s largest concentration of FSC certified forests. We have also created some brand new buildings housing State-of-the-Art equipment for Steel & Woodworks, Upholstery and splendid facilities for the employees.

2.3.2. Is it a green producer?
Yes, all waste material goes back into powering and heating our facilities and therefore has zero detrimental effect on the environment. We use only recycled paper and cartons in-house and the trucks meet the most recent requirements for Euro level of low emissions.
Last but not least, soon all rainwater will be collected and re-used in our kilns.

2.3.3 Do you have a showroom?
Yes, soon we will open our hub in the rural Alps of Switzerland.
Here we invites buddies, friends, lovers and admirers to share memorable moments

2.4 Who designs?
A multinational team of designers, who listen to your wishes and view curent trends and create new models every few months.

2.4.1. Can I apply for new designs?
Yes, the more the better we are happy to share benefits.

3. At arrival

3.1. How does the delivery work?
We bring a unique piece of nature to your front door and eventually deliver it into your space with white gloves

3.1.1. What is included in the pricing?
The pricing offered includes a delivery to your given destination to the front door at ground level. Meaning for a transport company the destination must be easy accessible without elevators, staircases etc.

3.1.2. What if my home or office is not on the groundfloor?
Extra instructions to the forwarders apply (more time, more hands) and needs to be communicated at the time of booking the Transport Plan (see 1.2.2. of the Guidance). Additional charges may apply

3.1.3. What if the item is too big and cannot pass the frontdoor or elevator?
The price offered is based on delivery to the frontdoor. You are responsible if a delivery cannot take place due to limited facilities or entrance (see also 1.2.7 of the Guidance)

3.1.4. Can I assemble the Products myself?
Yes, all Products come with clear instructions and are easy to assemble.
However due to the weight of solid wood, it is recommended that two or more persons should be used for assembly of each Product.
At all times avoid tilting the Product on one leg or side as this may cause unnecessary stress on certain parts.
Once assembled, never drag the Product across the floor, always lift before moving!

3.1.5. Can I pick up the Products myself or by a party instructed by me?
Yes of course. You can pick up the Products from our local hub. But please inspect all items well as damages occurred after pick-up are your responsibility.

3.1.6. Can I opt for a full service delivery?
Yes, we offer a “white glove” service as an option. A professional team will deliver your item to the space you want but this needs to be easily accessible (see 3.1.3 of the Guidance.), unpack the Product, assemble it and inspect it with you.
White glove service may incur an additional charge (approximately 5% depending on the exact location)

3.2. What if there is transport damage?

3.2.1. What is the quality status when the Products leave the workshop?
All Products are specially made for you and are hand packed in hand sized cartons. This hand-packaging allows us an extra QC after the final construction QC. All Products are assembled and pictured and these pictures are shared with you. Products only move to transport if you are happy with what you see on the pictures. We have invested heavily in this area so that any damaged Products do not slip through.

3.2.2. What if damage occurs when on the way?
If you opted for the “white glove” service, you do not need to worry; the special delivery team will handle all of of this. In case of a standard delivery special rules apply:

• Please inform us immediately by using the online customer feedback form
• Make some pictures
• Stop unpacking and return the Products
• Make a note on the delivery documents

Damaged or dirty packaging is an indication that something may have happened during the transit. Please always unpack in the presence of the drivers. Damages reported 72+ hours after delivery will not be taken into account.

3.2.3. What if damage occurs after delivery?
Physical acceptance of the Products by signing the delivery documents marks the transfer of responsibility. Damages occurred after delivery cannot be claimed.

3.2.4. How do I repair damages?
Should there be any damage, we will service you in the best way and either arrange a collection or local repair. If damages are not our responsibility a charge may apply.

3.3. General restrictions?

3.3.1. Limited Conditions apply.. What are the restrictions?
Different from most commodities on the market, these Products cannot be returned or sold to other customers because all sizing and finishing is specific to you.
To avoid unexpected situations, much care has been taken in the ordering process (see 2.2.of the Guidance). However as soon as an order is final and production has started cancellations are not possible anymore.

3.3.2. Can I amend an order just after placing?
Yes, if you placed an order and within 24 hours you realize that you are not happy, you may cancel the order and receive a refund.
If you are happy with the order but want to make some changes, updates may be made up to 72 hours after the order confirmation.
Changes are not possible after 72 hours.

3.3.3. Are there special risk instructions?
Yes, in general solid wood is a gift of nature and it needs the correct conditions to continue its life and charm.
Wood will adapt to the local climate conditions. If rather dry (heating in winter) it will shrink, if rather wet (seaside) it will expand. All Products are constructed in a way that movement is possible but over time (even after years) boards may split or crack or bow slightly.
Any movement, cracks, splits, changes in grain patterns, colours and size are normal effects of solid wood and not a reason for claiming at delivery or thereafter.
To reduce risks; please do not place solid wood in too dry or too wet surroundings and avoid unequal (sun) light. Never put your furniture outside or near a radiator.

3.3.4. How to care for the Products in daily use?
We use natural oils of Quartier made in the Netherlands.
This finish is not sufficient to protect furniture from continual water spillage, alcohol or stains. Therefore, please use a lightly damp cloth to clean spills of food and drinks immediately.
Your Product needs to breathe. Do not coat it with chemicals.
In time, some additional changes in colour and pattern may occur, in reality this enhances its appeal.

For detailed information and maintenance tips, please read or download the information sheet on our website or by scanning the NFC Chip on your Products with your mobile phone.