FAQ - BEFORE THE ORDER
Payment: what payment methods are used?
Ceramic Passion offers payment by:
• Credit card
• PayPal
• Bank Transfer
Is payment by credit card safe?
You can pay with all the cards that have the Visa, MasterCard e Visa Electron, Maestro, My bank, Upmobile, Paypal, UnionPay logo on them. Ceramiche Bianconi Pietro srl also accepts credit cards and ATM Master rechargeable cards that working on Visa and MasterCard circuit. Every purchase is executed with the utmost security using the most advanced technological systems, such as coding (SSL).
How the transfer payment?
In the mail of order confirmation you find the details of the bank account. The transfer takes 2-4 business days to be credited to our account. Your order will only be shipped when the funds are actually received on our account. To expedite shipment, please enter the number and name of the person placing the order in the field reserved for the reason of the bank transfer
Which shipping method will be used?
The online shop of Ceramiche Bianconi Pietro srl will ship your order by Dacsher or Dhl courier. Delivery times are indicatively 5 working days.
How I can check my shipment?
When your order is handed to the courier, you will receive a confirmation email containing a link to track the shipment. The link will be active after 24 hours from the date you receive the confirmation email and it will allow you to see the expected date of delivery.
If you are not home upon delivery what happens?
When you place your order, it’ is possible to request delivery by telephone appointment. In the event that no one will be present at the time of delivery, the order will return to the courier warehouse, it will be necessary to agree on a new delivery date. Re-delivery charge will be charged.
Who pays customs charges?
With reference to requests for deliveries to countries that do not belong to the European Union, the responsibility for payment of customs charges lies with the buyer and their amount depends on the laws of the country of destination. The Client is therefore advised to contact the customs authorities in the country concerned beforehand to verify the costs and any restrictions on imports, if the charges are not paid, and for this reason the shipment is rejected or abandoned, shipping fees and customs charges will be deducted from the total amount of the order, and only the difference will be refunded.
I would like to make a gift: can I choose a different address for the delivery of goods?
You can specify a different delivery address when you fill out the purchase form. If you want to store the address for any future purchases, please register it in your personal data account.
Is it necessary to register in order to make a purchase?
No, you are not required to register in order to buy from ceramicpassion.com. You can order all the items of your interest without the need to create an account. If you choose to register before making your purchase, you can store your data and have access to your personal area in order to monitor the progress of your orders.
What are the benefits of registration?
If you choose to register before making your purchase, you can store your data and have access to your personal area to monitor the progress of your orders. You can also receive automatic notifications.
Registration: How to proceed?
In order to register on ceramicpassion.com click the "Sign in" link at the top on right side of site. Fill out the form and complete the registration by clicking on "Save". In this way you will become part of the Ceramic Passion world and you will be informed on news.
Personal data: can you change them?
If you've already registered on ceramicpassion.com you can directly edit your data in your personal area. Click on "Sign in" located on the upper right, enter your login and password, and edit your profile data.
Forgotten password: How can I recover my password?
If you have forgotten your login password please click on the link by entering your email address. The system will provide you a replacement by sending an automatic e-mail message.
May I select items based on price range?
On ceramicpassion.com you may visualize merchandise that are within a specific price range by using the ‘Filter’ on the left of the site.
May I select items based on brands?
On ceramicpassion.com you may find all the brands by clicking on the “Brands” tab which is at the center of the horizontal navigation menu. You can also filter your search by brand by using the advance search bar which is on the left.
I already know the part number I’m interested in, how can I use it?
You can view the article you wish to purchase by entering the code in the box located at the top left corner of the site. If you do not know the part number, you can easily find the item number under each photo in the catalog or on the detail page under the product name.
How do I order on ceramicpassion.com?
If you find the product you are looking for, add it to your shopping cart by clicking on "add to cart". If you choose to buy other items click on continue your shopping, but if you want to terminate the order select "check out". In the shopping cart page you can: add or remove items, choose the shipping method, select the type of payment, fill in the form with your billing information. At the end of the purchasing session, you will see a summary page and you will receive an email confirming your purchase.
Order: how long will it take to receive the order?
The standard delivery time can vary from 5 to 7 business days. During the holidays, there may be some delays due to the high traffic of cargo handled by couriers.
Discount code: How can I use it?
If you have a discount code, enter it in the space you find in your shopping cart.
FAQ - ORDER IN PROGRESS
I have not received the email confirmation email, is my order valid?
For this type of problem please write to us at
What should I do if I did not get confirmation of payment?
If you have not received an email confirmation regarding payments, then most likely your payment was not successful. You will be contacted by our customer service representative who will inform you of the non-payment. You will be asked to repeat the payment procedure should you still want to receive the goods.
Can I track the shipment of my order?
You can check the status of the consignment through the link you received via email.
Late delivery: what can I do?
Ceramic Passion works to comply with the delivery terms of all orders. If the goods have not been delivered to you yet, please check the status in the reserved area which can be accessed by logging on the website. In the event that your order has not been shipped yet, you will be contacted via email from our customer service representative to resolve any problems relating to delivery. If the order has been shipped, you can track it online from the site of the carrier through the link we sent you by email when the goods left our warehouses.
The Courier came to deliver to order, but didn’t find me, what can I do?
Every time the courier passes and is unable to deliver the goods, the courier will leave the pallet at its warehouse and will inform Ceramic Passion by e-mail. One of our operators will contact you by email to clarify the problem and agree when the courier may return to deliver the pallet.
I mentioned a wrong delivery address, can I change it?
Tell us your new address for delivery. If the shipment has already been taken over by the courier, we cannot guarantee that the parcel will be delivered to the new address. If your order is still in our warehouse we will send it to the new address. In any case, please contact our customer care.
I mentioned the wrong e-mail address during checkout, what do I do?
If the email you provided on your order is incorrect you will not have received our order and shipping confirmations. If the goods have not been shipped yet, please tell us the correct address and we will correct it.
When can you cancel an order?
You can cancel an order only if it is still within our stores. Go to your "private area" to view the status of your order and check if it is still in "dispatch".
Cancellation policy: what procedure should I follow?
You can cancel the order by contacting us via e-mail at [email protected] only if the ordered goods have not been shipped yet.
FAQ - AFTER THE ORDER
Right of withdrawal: what is the procedure?
Should you want to exercise the right to withdrawal please refer to the conditions of sale
Return of goods: what is the procedure?
Contact us by e-mail at [email protected] or call our toll free number to make the return of the goods.
Return of goods: How long do I have to return goods?
Ceramic Passion will accept the return of the goods no later than 30 days from date of purchase.
The goods:
• The bisque must be unpainted.
• Must be submitted with the original packaging and undamaged
• Must be accompanied by the return authorization number issued by customer care
• Must be the same as indicated in the purchase invoice
What is the procedure for requesting a refund?
Ceramic Passion makes it possible to request a refund:
• If the goods sent are not what was ordered
• If the goods sent have manufacturing defects
Contact us by mail at [email protected] to request a refund. You'll need to specify the reasons for your request and then return the goods as instructed by the customer care. Once we receive the goods you sent, you will be reimbursed the amount spent.
Can I request a voucher in lieu of repayment?
Yes, Ceramic Passion provides the option to convert a refund into a voucher to be spent exclusively on the Ceramic Passion site.
Contact us e-mail at [email protected] to claim your voucher.
How soon will I see the payment refunded?
The refund of the payment is made when the goods arrive at the Ceramic Passion warehouse. You can return the goods at the following conditions:
- the goods must be the same as what was indicated on the invoice
- the returned merchandise must be received with its original packaging undamaged
- the returned merchandise accompanied by a return authorization number issued by customer care.