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Welcome on SIA's "Frequently Asked Questions" page.
ORDERS AND PAYMENT
The price guaranteed to the buyer is that displayed on the Website when making the purchase. SIA suggests a recommended retail price to its partners that they do not have to adhere to. Price differences may therefore exist. Therefore, the Customer may not avail him or herself of the prices charged on the Website to request an alignment of the in-store prices or vice versa.
All the SIA items that we offer are displayed on the website within the limit of available stocks. Therefore, an item marked “Available Soon” will soon be available on our website.
The photos on the SIA website are non-contractual. Variations between the products delivered and those shown on the Website or the catalogue may exist, mainly for hand-made products for which the uniformity of production cannot be wholly assured or for those which have been subject to adaptations related to technical or technological changes. Perfect representation of the Products on the Website and/or in the catalogues cannot be guaranteed. In particular because of differences in the colour rendered by the web browsers and/or viewing monitors, SIA cannot be held responsible for any inaccuracy of the photographs shown on the website.
To add an item to the shopping cart, you simply click on the photo of the product you want to buy. The description of this item will be displayed and an “Add to cart” tab will appear.
You cannot order a product whose status is “unavailable” because this means that we are out of stock for that item, but you can re-direct your choice to other similar products.
You cannot order it in the immediate future but you can choose to receive an email alert when the product is available again.
SIA will guide you step by step when ordering on its online store.
- First, please create your personal customer account by completing the various categories (personal information, invoice address and delivery address) so that we can meet your requirements or log in using your credentials to your personal SIA customer account.
- To place your order, you must select the products you want to buy. To do so, you must click on the “Add to cart” icon which is displayed throughout your navigation on each descriptive sheet of the products. The word Cart, which is positioned at the top right of the page, will indicate the number of items you have selected during your navigation.
- To finalise your order, you must click on the shopping cart icon and a summary in the form of a list of selected products will be displayed. At this stage, you can delete the products ordered or change their quantities. It is also at this stage that you can enter your advantage code if you have one, or indicate that you are benefiting from a gift card. You can now finalise your SIA order by clicking on “continue”. Please, therefore, check the information relating to the delivery and invoice address carefully.
- Finally, you must choose the delivery method for your order, accept the General Terms of Sale and pay for your order.
- You will receive an acknowledgement of receipt and confirmation of the order by e-mail.
The payment method depends on the country you are ordering from and accordingly you will be directed to the different payment methods accepted. However, please note that in most cases, it will be for payment by bank card since no cheques, deferred payment or payment in several instalments will be accepted.
The information that we ask you for the payment must match that on your card. A simple typographical error can result in a refusal of the transaction. That is why we ask you please fill out the payment form carefully. The credit limit may also be exceeded or the card may have expired. Ask your bank in the event of a doubt regarding your card as a payment means.
DELIVERY AND RETURN
Our delivery area covers the countries below:
- The Netherlands
Your personal customer account allows you to select different delivery addresses for each order.
Delivery is possible to certain SIA stores. The list is shown on our website in the “Points of Sale” menu. They will also be listed when finalising your order in the same way as the pick-up points (for the France Area).
Prior to any order and to any purchase, the Customer must ensure that each product ordered will be delivered without problems and check that the dimensions of the parcels and products specified on the product sheet will meet the specific requirements of his home (lifts, stairs, corridors, landing doors, destination rooms, etc.). The Customer must therefore take all measures to ensure delivery goes smoothly.
Any problems encountered during delivery of the products for which the Customer alone is responsible results in the Customer bearing the cost of a new delivery of the products.
Delivery of the products does not include the assembly service.
The delivery charges depend on several factors. Firstly, the service selected (postal or parcel pick-up point), the weight and the volume of your order and the delivery area. The delivery cost will appear in the summary of your order before final confirmation.
The average delivery lead times will be 3-4 working days for all products. This time is given only as an indicative time and is not a firm commitment by SIA. The delivery lead time limit is twenty (20) working days.
Please always check the condition of your parcel on delivery and if it is damaged you can refuse it. The information will then be reported back to us and you can choose to be re-delivered as soon as possible without additional cost or cancel your order on our website. You will then be re-credited the amount of your order
Please contact the customer service promptly by email at email@example.com. Our teams will reply to you within 48 hours except on Saturdays and Sundays.
If this is due to a preparation mistake where the wrong item has been sent: Please contact our customer service by filling out the form on our complaints page and if our service accepts, we will replace this product as quickly as possible without additional charges on receipt of confirmation of the return of the first item to our warehouse.
Note: As indicated in the General Terms of Sale, variations between the products delivered and those shown on the Website may exist, mainly for hand-made products for which the uniformity of production cannot be wholly assured or for those which have been subject to adaptations related to technical or technological changes. These differences, when they do not relate to the essential characteristics of the products and do not affect their quality, cannot be used to justify a cancellation of the order or a refusal of delivery.
You can return a product to us that you regret having purchased. In this case, products must be returned in their original condition and packaging. Products that are incomplete, damaged or soiled will not be accepted. The delivery charges will be borne by you.
All requests for returns must first have been confirmed by our customer service. The first thing to do therefore is to contact us by filling out our online complaints form. Our customer service will contact you.
For information, returns of items sent by post must be made in a post office. Please contact our customer service by filling out the form on our complaints page. You will then be sent a standard shipping form for our warehouse.
For returns of parcels collected from a pick-up point, we will send you a pre-filled form that you will need to submit with the parcel when you go to your pick-up point.
You cannot return an item to an SIA store. If your order has been delivered to an SIA store, please contact our customer service by clicking on the “contact us” link or by filling out our contact form. We will then explain what you need to do.
If after reading our FAQ you have not found a satisfactory answer to your question, the customer service will be at your disposal to answer all questions concerning your order, the purchase process and SIA products by email by clicking on the “Contact Us” words that you can find at the bottom of each page of our www.sia-deco.com website. Our teams will reply to you within 48 hours except on Saturdays and Sundays.
Delivery information is provided by the carriers. Sia cannot therefore been held responsible if these companies have reported erroneous information to our website. We invite you to view the status of your order in your customer space and if you are unable to obtain the information you are seeking, please click on “Contact Us” that you can find at the bottom of each page of our www.sia-deco.com website. Our teams will reply to you within 48 hours except on Saturdays and Sundays.
You will receive an email after each order confirmation. Note. If you do not receive an email this may mean that it has gone into your spam folder or that you have entered an erroneous email address. Please therefore check your spam folder and then the email address recorded in your customer account.
Your orders will also appear in your customer account.