FAQ
Any doubt? Take a look to our FAQs. For further informations do not hesitate to contact us over email to assistenza@sitap.it.
For any doubt or information, you can reach us thanks to 3 ways. Online, over our Chat, over e-mail to our Customer Service assistenza@sitap.it or over a WhatsApp message to +393498986636. We are available from Monday to Friday from 08.30 to 12.30 and from 14.00 to 18.00 (on Friday, our services close at 17.00).
In each product detail page, if in the item QUANTITY you find 1, the minimum number of rugs available, the rug is ready to be bought. If the text AT THE MOMENT NOT AVAILABLE appears, the carpet cannot be purchased. In this case, by clicking on CONTACT US button, you can request informations.
To check your order status, go to MY ACCOUNT reserved area in ORDER HISTORY AND DETAILS. You will be notified by e-mail about order confirmation and shipment. Inside the e-mail that informs you of the shipment, you will find a tracking link able to check the shipment itself. Keep always handy your order number.
If within 24 hours you have not received our order confirmation, contact our Customer Service by e-mail at assistenza@sitap.it or by WhatsApp at +39 3498986636.
It is not possible to cancel an order placed online on our site. If you are not satisfied with your purchase, you can proceed with the return. Just fill in the form in the RETURNS, on every site page.
Product price is indicated in each product sheet. Prices you see are VAT inclusive but shipping costs excluded. The latter are calculated following the insertion of the desired carpet in the Cart. You can view them before proceeding to the payment or continue your purchases by clicking on CONTINUE SHOPPING.
You can write to assistenza@sitap.it and indicate the name of the carpet currently unavailable you are interested in. You will be notified by e-mail as soon as it becomes available again on our site. Alternatively, you can click on CONTACT US button. Do not forget: we will send you an e-mail when the carpet is available for purchase again, but this does not mean that the carpet is reserved for you. It is therefore necessary to proceed with an order.
We carefully check the images online on our site so that they are as faithful as possible to the originals. However, there are variables of a technical nature, such as the screen resolution of the computer or mobile phone from which you are viewing the site, which could cause slight differences in color. Instead, the faithful reproduction of the carpet design is guaranteed, as in the photograph. For any doubt or additional information, you can write to our Customer Service at assistenza@sitap.it or send us a message on WhatsApp +39 3498986636.
You can access to MY FAVORITES section only once registered in MY ACCOUNT reserved area. In this section you will find all the carpets, which you have marked as favorites during navigation: just click on the little heart in the product preview or click directly on the ADD TO WISHLIST button, in each product detail page. In this way, you will be able to save the rugs you love the most and return to consult them more easily at any time. Through MY FAVORITES section, you can also organize the rugs into thematic lists and thus facilitate your purchase choice.
Of course! You can buy SITAP Carpet Couture Italia rugs directly in our Showroom in via Giulio Natta, 37 Pontenure – Piacenza (Italy), or at one of our Retailers in Italy and in foreign Countries. Please refer to Store Locator to find the dealer closest to you.
On SITAP website you can view all the carpets in Tailor Made rug section, but online purchase is not currently possible. Through CONTACT US button in each product page, you can request information and quotes by e-mail to assistenza@sitap.it or by telephone at +39 0523 519044. Contact also our Customer Service over e-mail at assistenza@sitap.it and +39 3498986636.
Each SITAP Carpet Couture Italia rug has its own features. Check always each product detail page and contact our Customer Service for more information. For any further information, please refer to General E-Commerce Sales Conditions.
After adding the carpet you wish in our Shopping Bag, you can paste your discount code in HAVE YOU GOT A PROMO CODE? field. Automatically, the net amount of the discount will be calculated and you can proceed with the payment.
By signing up to our Newsletter, you can receive a 10% discount code for your first purchase.
Yes it is. SITAP Carpet Couture Italia online store is in Italy and Germany available only. If prices are not available on your screen, that means you are visiting our website outside Italy or Germany. In this case, we will suggest you to go for one of our official Reseller all over the world. Click here to find them: STORE LOCATOR
Delivery is free of charge for any kind of purchase on sitap.it and sitap.it/gb. There is no minimum order. Free shipping costs are ment to be valid throughout Italy.
We are able to deliver your carpet by courier throughout Italy within a maximum of 10 working days from order date, i.e. the date on which you receive the Order Confirmation email.
To be sure that your order arrives in time for Christmas time and gifts, we recommend to place your order no later than the first week of December. Contact our Customer Service for more information.
We will communicate in due time on SITAP website the last date to place orders near our warehouses summer closing. Contact our Customer Service for more information.
At the end of each purchase, we send you an e-mail to notify you of the shipment. Within this email, you will find a tracking link to check the shipment itself and know where your order is located in real time. Keep always handy your order number. Once the ordered carpet has been taken over by the courier, you will have to contact the courier in charge directly for any problem relating to goods shipment (delays, inventory, floor delivery, further information). We suggest you to track your order directly to GLS courier website www.gls-italy.com, by pasting your tracking number in TRACK and TRACE field.
If you have placed an order and subsequently changed the shipping address, SITAP is not able to guarantee delivery to the new address indicated by you within the expected time. In any case, we recommend that you contact our Customer Service to promptly notify you of the change of destination. For any further information, please refer to General E-Commerce Sales Conditions.
You can pay for your purchase by Credit Card, Postepay, Paypal. SITAP Carpet Couture Italia will process the purchase order only after receiving confirmation of authorization to pay the total amount due, consisting of the purchase price and shipping costs.
Payment is fully secured by the world’s largest authentication systems. Furthermore, navigation on the site is safe and protected by the adoption of specific technical measures in accordance with the provisions of the GDPR (EU Reg. 679/2016). In addition, it should be noted that all the information that will be entered by the user for the purchase will be treated in accordance with the provisions of the European Regulation on the processing of personal data. For any further information, please refer to SITAP Privacy Policy.
If you have purchased the carpet as a Consumer and have changed your mind within 14 days of delivery, you can start the return procedure, by accessing the RETURNS section at the bottom of each page of our site and filling out the Form with all the information required. Similarly, if at the time of delivery, you have noticed defects relating to the packaging or irregularities regarding the number of carpets delivered, or quantitative and/or qualitative differences related to them, you can send a specific complaint through the RETURNS section on described. If, however, you have noticed defects and/or defects, not identified at the time of delivery, you must report them within two months of discovery, by filling in the form in the aforementioned RETURNS section. Unfortunately, if your warranty has expired, you will not be able to return it. In any case, always remember to keep handy the order number and invoice of the carpet you want to return, in order to speed up your request. When filling out the return request, we suggest you to attach an image that accurately certifies the carpet non-compliance.
SITAP certifies that its carpets are free from manufacturing defects and defects, as well as that they comply with the quantity and characteristics indicated in Confirmation Order and displayed on the website www.sitap.it/gb. In this regard, we specify that if you purchase the carpet as a Consumer, you can benefit from the aforementioned guarantee for a period of 2 years from carpet delivery date. If, on the other hand, you have purchased the carpet as a Professional, the aforementioned guarantee has a duration of 1 year from carpet delivery date. For any further information, please refer to General E-Commerce Sales Conditions.
In your case, you can return the carpet within 14 working days from the moment in which you or a third party, designated by you, came into possession of the same. The date shown on the delivery note is full proof of receipt. For the purposes of the expiry of the term, the product is considered returned when it is delivered to the courier. SITAP Carpet Couture Italia does not accept damaged returns, but only returns of products kept in a normal state of conservation, kept with the use of normal diligence. Products damaged by detergents/additives, or products damaged by the customer due to inexperience, will not be replaced or refunded. For any further information, please refer to General E-Commerce Sales Conditions.
In the case of defects that cannot be identified by means of an accurate check upon receipt of the goods (hidden defects), it is possible to proceed with the return request within 2 months from the date of discovery of the defect itself. It should be noted that the return request cannot be examined if the term of the relative warranty has expired, equal to 2 years for purchases made as a consumer and 1 year for those made as a professional. In any case, SITAP reserves the right to examine or have examined the products subject to complaint and to confirm or reject the customer’s request for return.
As required by legislative decree 6/9/2005 n. 206 and art.55 of the Consumer Code, the right of withdrawal does not apply to bespoke or customized goods.
SITAP Carpet Couture Italia reserves the right to examine or have examined the products subject to complaint and to confirm or reject the return request. If the product examination is deemed necessary, we will contact you by e-mail to agree with you on the place, day and time of goods collection. In any case, you must make the goods available no later than three working days from the date of receipt of the aforementioned e-mail. Anyway, we advise the courier, you don’t have to worry about anything.
Put the carpet in its original box and pack it as received. Remember to add the delivery document and the invoice. Please remember to remove the adhesive label applied by the courier during the first shipment.
In the event that the customer purchased the carpet as a Consumer and wants to return it because he has changed his mind, the costs of returning it are at his expense. After receiving his request for withdrawal, SITAP will inform him of the transport costs by e-mail. In the case of return requests for defects, if SITAP asks the customer to return the carpet for an analysis of the return, the costs of shipping goods from the customer’s shipping address to the Sitap warehouse are charged by SITAP Carpet Couture Italia. We need to clarify that:
- in the event that the return request is confirmed by SITAP and is successful, all shipping costs for the goods are entirely borne by SITAP Carpet Couture Italia.
- if the return request is not accepted by SITAP, the carpet will be returned to the customer in an ex-warehouse manner. The shipping costs will therefore all be borne by the customer. In this case, Sitap proceeds to issue an invoice for the shipping costs incurred by the same for receiving and returning the Products to the Customer.
After checking the status of the product, you will receive an e-mail from us confirming or refusing your return request. On average, we are able to confirm the refund of the return within 10 working days from the date of receipt of the goods in our warehouses.
SITAP is able to refund to the customer the price paid, within 10 working days, by bank transfer. In this case, SITAP reserves the right to withhold the sum relating to the transport costs of the carpet itself.
No, you are not allowed. The procedure for returning the carpet for its analysis is authorized only by SITAP. It is the company itself that notifies the customer and schedules the collection of the product. It is therefore not possible for the Customer to independently bring the products to be returned to our headquarters or the premises of one of our resellers with their own means. Such returns will not be accepted or considered. For any further information, please refer to General E-Commerce Sales Conditions.
In each product detail page, under Product Details section, you can find the origin of each carpet.
Tencel®: the eco-friendly and innovative vegetable fabric, which thanks to its undisputed qualities has managed to replace fibers such as cotton and wool. Tencel® fabric is particularly soft and silky to the touch enough to resemble viscose. It has a great absorbency and breathability power: it naturally eliminates bacterial growth. Bacteria that originate in humid environments find an unfavorable environment in Tencel® which absorbs humidity. For these features, it ensures maximum hygiene without the use of chemical additives. Tencel® raw material is eucalyptus tree wood, coming from FSC certified forests. An international organization that certifies the responsible exploitation of these forests. Eucalyptus trees grow quickly, do not need large irrigations or large extensions of land: unlike cotton plants, they need a surface area 5 times less and a water consumption 10 to 20 times less. Cellulose is then extracted from the wood, which is minced and subsequently treated with solvents of organic origin to produce the yarn. Tencel® production cycle is closed. It does not produce water and air contaminants and such solvents are non-toxic and 99.7% recycled.