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FAQ's


1. How do I place an order? 

To order one of our exclusive pieces please create a customer account with Ana Roque Interiors to access our online store. 


2. Where can I buy ANA ROQUE INTERIORS products?

Our products can be purchased directly at our store, located at Av. 24 de Julho, 52 A / B, in Lisbon, or through the www.ana-roque.com website.


3. When will my order ship? When will it arrive?

Your order will be shipped once the production is complete and you have made the full payment. The delivery time depends on the shipping options you choose and on your location.


4. What shipping options do you offer?

If you wish, we can ship your order from our warehouse to your chosen location using your shuttle service.

If you prefer we can help you thru the process and find the best available transport option for you, by providing a budget for it. In this case, we will be happy to assist you and clarify any questions during the transportation period.

Please make sure your shipping address is correct as we cannot redirect orders during shipment.
 
If you prefer to choose or select the transportation company by yourself ANA ROQUE INTERIORS doesn't take responsibility for anything related to this matter.


5. Do you ship overseas?

ANA ROQUE INTERIORS sells its pieces all over the World and we provide help with transportation. We work closely with our shipping partners to minimize the potential impact of custom delays on our overseas customers.

Please take note that the service contracted for international deliveries only includes door-to-door delivery at ground level.


6. What is the status of my order? How do I track my order?

You can always check the status of your order by mailing us and we also provide details about updates if necessary.


7. Where are your headquarters based? And production?

The company is headquartered in Venda do Pinheiro, Portugal, and our showroom/store is located in Lisbon, Portugal.


8. Can the pieces be altered? Dimensions, materials, and colors?

All of our pieces are handmade, so they can be customized either in size, material or color. If you need specific customization, please contact us and our designers will be happy to assist you.


Ordering Questions


9. How do I know if my order has been received?

After you made your order you will receive a confirmation by email with further details on how to proceed.


10. Can I change or amend my order once it has been placed?

After payment confirmation, you will have 2 business days to make changes. After this period ANA ROQUE INTERIORS reserves the right to charge for any changes made to the order. 


11. What are my payment options?

At the moment, you can pay by bank transfer.


PRICING DETAILS


12. Can I choose the currency I’m paying in?

The payment should be done in EUROS (€).


13. What are your payment conditions?

Pro-forma orders will require a 50% deposit with the order, and the final payment before shipping from Portugal.

All pieces are the property of ANA ROQUE INTERIORS until payment in full is received.

We reserve the right to defer the dispatch date until the balance of the order is received.


14. Do you offer discounts for professionals?

ANA ROQUE INTERIORS offers exceptional discounts for professionals and showrooms. For more specific information please contact our sales team to export@ana-roque.com or sales@ana-roque.com.


15. All the prices are ex-VAT?

All our prices in our catalogs are tax-free so they do not include the VAT. However, to exempt our clients from VAT taxes, they must provide us a valid intra-Community TVA number.


SHIPPING & DELIVERY INFORMATION 


16. Is my package insured or do I need to sign one for my order?

If you choose to take ANA ROQUE INTERIORS' help in transportation we guarantee insurance by the transport company. 

However, if you choose to schedule it yourself, we strongly advise you to get insurance. We do not require you to sign the order, but if you prefer you can sign it.


17. How do I know that my order has been shipped?

Before shipping your order we will contact you for you to finish the payment. As soon as the pieces are shipped we will inform you of all the contact details of the transportation company.


18. What is the difference between “order date” and “ship date”?

The "order date" is the day you've placed the order. "Ship date" concerns the day your order has been shipped from our warehouse.


19. Can I change my shipping address after my order has been dispatched?

Once the order has been dispatched it won’t be possible to change the shipping address. 


20. Will I receive all the items in my order at the same time?

Usually, we ship all pieces of the same order together. 


21. What happens if I am not in when the parcel arrives?

After your order has been dispatched we will contact you with all the details you need. We will also kindly ask you for a contact, so that the Transport Company or ANA ROQUE INTERIORS will be able to advise the estimated date of the arrival of your order.

If you are not in, the transport company will attempt to deliver it a second time. 

ANA ROQUE INTERIORS reserves the right to charge extraordinary expenses in cases where rescheduling is several times repeated and we are charged storage costs by the carrier.


RETURN/EXCHANGE QUESTIONS


22. What is your return/exchange policy?

No returns will be accepted without written consent from ANA ROQUE INTERIORS. Unauthorized returns will be refused at the customers' expense.

For authorized returns, we will provide all the needed information.


AFTER-SALES SERVICE


23. How do you proceed if the pieces arrive damaged to the final destination?

All our pieces leave our factory in perfect condition and perfectly packed. We are not responsible for loss or damage in transit. If a visible or concealed damage occurs in transit, please notify immediately the delivering carrier with a file notification of claim intention.

Any damage should also be communicated to ANA ROQUE INTERIORS during the first 48 hours after receiving the order; photographic evidence of the damages should be sent by email to export@ana-roque.com.

* Note: Failure to notify damage within 15 days of receipt will result in denial of your claim.


24. Do you offer a repair service?

ANA ROQUE INTERIORS offers a warranty repair service if the article is not in good condition and provided that the products are used and properly maintained.


25. How long is the product's warranty?

We offer a 2 years warranty as long as the products are correctly used and maintained in the most suitable conditions.


MISCELLANEOUS QUESTIONS


26. Do you keep stock?

ANA ROQUE INTERIORS doesn’t have stock of its pieces. 


27. What are the benefits of being an agent?

ANA ROQUE INTERIORS has pieces that will give a trendy touch to your portfolio improving it with a wide range of products. 

ANA ROQUE INTERIORS is constantly launching novelties increasing your capacity to fulfill your client’s needs. It is also possible to customize our pieces to suit your clients. 

We offer exceptional discounts with good profit margins. If you need anything we are glad to assist you in a short period.


28. Can you tell me when new products or special promotions are announced?

By subscribing to our newsletter you will receive all of our novelties and special promotions. You can subscribe our newsletter.


29. Is my personal information kept private?

ANA ROQUE INTERIORS guarantees to keep private all the information provided to us. Please read our Privacy Policy.


30. Can you take me off your mailing list?

Yes. We can do so if you email us to marketing@ana-roque.com with your request or by clicking the unsubscribe button at the footer of each newsletter.


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