Contact us by email with your suggestions. We will make the most to meet your expectations.

We look for describing and illustrating our products in the most precise way. However, eventual differences between the appearance of the product on the online store and its real aspect are possible, resulting from the technical limitations inherent to the process of photographic reproduction. On the other hand, as the products are handmade, small differences of colour, texture, pattern and form can occur, contributing to the originality and value of the product.

The products that can be personalised are identified and have the indication of the personalization possible in each case. Generally, it is the name or the initial of the name. However it is possible to personalise the products with the inclusion of letters, names, dates, small texts, as long there is enough space for them. Likewise, we may evaluate in each case the possibility of personalizing products that are not indicated as such. In both cases, please use the comments' zone in the shopping basket when making your order or send us an email through our contact form.

Many of our products are entirely or partially made with felt.

Felt should not be machine-washed. Felt may in certain circumstances be washed by hand in cool water, but that requires great care and we advise you not doing that. The inks of the colours may run out and dye other colours in the surface of the product, or the product may shrink, or its surface may become full of irregularities.

Felt is a textile that will naturally pill slightly over time and use, especially if its surface is rubbed, twisted or pressed. You can try to remove the irregularities with care by hand or using a proper device for the effect, like the ones used for depiling hand-knits (use it with care to avoid cutting the yarns used to sew the object).

Concerning stains, in case the object is subject to a lot of use, we recommend its protection through a proofing treatment to repel spills.

If a spot occur, follow the cleaning instructions given by the company who proof treated the object, but never rub over the spot to not damage the surface of the felt.
If a spill falls over a product not proof treated, we do not guarantee the results, but you can try to remove it through the following process:

• absorb any excess of liquid over the spot, pressuring firmly with a clean and dry white cotton cloth, but without rubbing;
• then dive a clean white cotton cloth in tepid water with a soft soap and use it to wet slightly the spot zone with small soft touches, without rubbing;
• using a clean white cotton cloth, slightly wet in clean water, remove the soap softly pressuring the spot zone without rubbing;
• repeat this process until the spot disappears;
• finally, absorb firmly any excess of water, with a clean and dry white cotton cloth, remembering to never rub or twist the felt.

In the case of products made with a mixture of felt and other materials, as for example our wall art in felt, we do not advise you to wash or to dry clean. You should only dab softly with a dust cloth or feather duster, without rubbing the surface, in order to avoid excessive pill. Do not use also any liquid to remove spots, as this will damage the support surface under the felt.

Products in felt can be ironed at a low temperature (at maximum the wool temperature), whenever the object's form and the adjacent materials allow it. Do not rub the iron on the felt. Instead, go softly pressuring the iron on the surface of the felt and removing quickly to avoid burning.

For security reasons, our electronic gift cards are always sent to the email of the customer who purchases them, whom will be responsible for sending them to the final addressees. In this way we prevent gift cards email losses due to incorrect email addresses or spam filters. Please keep the gift cards emails you send, until you are certain that they have been received. We do not reissue or replace gift cards and we cannot be made responsible by the use of a gift card by the wrong person, in result of loss, theft, etc.

The gift cards are sent to your email address within 24 hour after confirmation of a valid payment. In case you have not received it 72 hours after placing your order, contact us.

Add the products you like to the shopping basket and proceed to checkout. There, please follow the steps for placing the order and enter the number of your electronic gift card in the respective field.
The use of the electronic gift cards is subject to the following conditions:

• Only one gift card can be used in each order.
• A gift card cannot be used to buy another gift card.
• The gift cards cannot be exchanged by money.
• When the value of the purchase exceeds the balance of the gift card, a payment of the remaining value should be made.
• The balance of a gift card never covers the shipping costs of the order, being necessary to make their payment.
• A Bia Sorao gift card expires 12 months after the date of its acquisition.
• The gift cards cannot be reissued or replaced, even in case they have been lost, stolen, etc.
• We cannot be held responsible by the use of a gift card by someone other than its correct recipient, by result of loss, theft, etc.

The initial value of the gift card is indicated in the email used to send you the gift card. Later, each time you make a purchase using the electronic gift card, and in case you do not spend all its value, the remaining balance will be indicated in the email that confirms the purchase. Keep this email until the next purchase.

The electronic gift cards Bia Sorao are valid for 12 months counting from the date of their purchase.

Our products are handcrafted only on demand. The availability of one product (period of time foreseen for its realization) is indicated in each product's description. This period is counted from the date of our email confirming the acceptance of the order or from the reception of the payment if this is made later (for example, in case of bank transfer).

Depending on the existing orders, it could be possible to make the product in a shorter period than the one indicated in the product description. However, in other cases it could be difficult to stick with that date. In case we need a longer period or when it is not possible to produce the product, we will try to agree with you a longer delay or will reimburse you any payment made, in case of cancellation of the order.

Do not forget that to have an estimate of the total period of time that you will have to wait for an order, you should add to the period necessary to hand make the product, its shipping time (please see shipping).

The orders are satisfied by the order we receive them. Therefore, if you have urgency, you should enter the date for when you need the product, in the comments' field of the order. We will confirm by email if we are able to meet that date.

In case of urgency, you can also opt in alternative by purchasing an electronic gift card Bia Sorao.

To know our wholesale conditions, please send us your request through the form included in our Resellers page.

The value of the order and respective shipping costs are always paid in euros. To know the exchange rate consult a currency converter, eg. www.xe.com

The payment may be done through one of the following methods at Customer's choice:

a) Payment with credit card through Paypal
To use this payment method the Customer simply uses his credit card as usual, not needing to have a Paypal's account. It is a secure way of payment as the codes are entered directly in the protected servers of Paypal (www.paypal.com), without our store having any knowledge of them.

b) Bank transfer
If the Customer prefers this method, he simply needs to choose this option when making the order and proceed with the bank transfer in the most brief period of time, following the instructions that will be sent to him by email.

Please be aware that in both cases the order will only be processed after payment has cleared. So, if you have urgency, the payment with credit card is the faster option.

We ship to the following countries: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and United Kingdom.

If your country is not included in the list above, contact us by email to ask about the possibility of shipping to your country, as well as the respective shipping times and costs.

To send products to several addresses it is necessary to make separate orders: one order for each address.

Yes, it is possible. Simply indicate us the address of the person to whom you want to send the offer, and we will send it directly to him/her.

The prices of the products on the website do not include shipping costs. These are added to the product's price.

The estimated shipping costs applicable to your order will be presented in the shopping basket during the checkout, before your validation of the payment:

• Belgium - costs between 3 € and 10 €
• Remaining European Union countries - costs between 6 € and 40 €

In case of large quantity's order, it could be necessary to verify and confirm later with you the additional shipping costs.

The cost of an order for a country out of our shipping countries list will be calculated in accordance with the destination, weight and format of the order and previously confirmed to you. Please note that shipping to non-European Union countries may be subject to additional costs (customs duties, taxes) due to your local customs or postal authorities, for which we have no control whatsoever. It is up to you to seek information and bear all the eventual costs.

The shipping time depends on the destination country:

• Belgium - 3 working days.
• Remaining European Union countries - 4 to 8 working days depending on the destination country.

The shipping times are merely estimations indicated by the shipping companies. For a notion of the total delivery time, to the shipping times should be added the period necessary for the preparation of the product indicated next to him (availability).

The shipping time of an order for a country out of our shipping countries list will be calculated in accordance with the destination of the order and previously confirmed to you. Please note that shipping to non-European Union countries may be subject to delays due to your local customs or postal authorities, for which we have no control whatsoever. It is up to you to seek information.

Not all our orders are sent by a system that allows tracking the package. When this is possible, in our shipment confirmation email we inform about the shipping company, the tracking number and the form to verify the status of your order, through the website of the shipping company.

After the placement of an order, it is no longer possible to add a product. It will be necessary to place a new order with the intended product.

In case you wish to modify your specifications about a product (colour or personalization), contact us as soon as possible after the order has been placed. If the order has not yet started to be processed, it will be possible to change your specifications. However, we do not accept any change that implies modification of the value, quantities or type of product inserted in the order. You may try instead to cancel the order and to place a new order with the correct data. Please see our deadlines for cancellation.

In case you wish to cancel an order, please contact us within a maximum of 48 hours after the order has been placed. If the order has not yet started to be processed, it will be possible to cancel it.

Usually our products exceed our customers' expectations. However, for a total guarantee of satisfaction, you may within 7 working days counting from the order's reception day, decide to return a product, obtaining the total reimbursement of the order's value (shipping costs excepted). For that purpose you should simply contact us within these 7 days, by email, in order to obtain from us a return identifier number. Then, just send us the product, in the same conditions as you have received it and inside of the original and in good condition package, with the identifier number clearly indicated in the exterior of the package. We recommend that you use registered mail or other form of mail that will protect you from eventual product losses or damages for which you will be the sole responsible. Please note that we don't reimburse postage/shipping charges when returning a product.

We draw the attention for the fact that we cannot accept returns of personalised or customised products (made according to your particular specifications), except in the case of evident defect or error from our part. In case of return due to defect or error from us we reimburse also the shipping charges.

We personalise our products with the information as supplied to us, and after introduced it could be difficult or impossible to rectify any error without damaging the product. We cannot be responsible by products handmade and shipped in accordance with wrong indications provided by the customers. Therefore, please verify very well if the information you send us is free of errors, being also very important that this information is legible and written exactly as you want it to be written in the product.

In case you find some error in the information provided by you in the order, contact us immediately, to inquire if it is still possible to rectify it. In case the error is ours, please contact us and we will try to resolve the problem with the least inconvenience to you.

We pack our products very carefully in order to avoid damages during the shipping. However, you should always verify carefully the order when you receive it. Eventual damages should, whenever possible, be reported by you in the delivery form, keeping the duplicate with you also signed by the representative of the shipping company.

You should inform us immediately by email, about the occurred damages, in order to enable us to determine the best way to resolve the problem.

The security of your payments is assured by the use of the Paypal system. Through this system, your credit card codes are entered directly in the protected servers of Paypal, without our store having any knowledge of them.

The introduction in our website of the personal data necessary to complete your order (name, address, telephone contact, email, etc), is protected through the use of a secure server under the protocol SSL (Secure Socket Layer), which codifies all the confidential data, in order to avoid that third parties could accede to your information. You may confirm that you are on a safe website, verifying in the page where you introduce your personal data that the address URL starts with https:// (s means secure) and that a lock is in the front of the name of the site or in the right inferior corner of your screen.

We take all precautions to protect the information supplied by the users of our website. Your personal data is used solely for processing and shipping your order and for the contacts that may be necessary for this effect, being you able to request its rectification, alteration or elimination, through our contact form.

We do not share, nor supply third parties with any personal information, keeping constantly the privacy and the confidentiality of your personal data.

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