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FAQs - Frequently Asked Questions

FAQs (or to the rest of us frequently asked questions)

We won’t cover everything you could possibly ask here and if you want to ask something that isn’t here or you want to suggest something that should be here, please send us an email to support@cezanno.com.

ABOUT US

Q: What is CEZANNO?

A: CEZANNO is a carefully curated edit of Home+Lifestyle Brands, Designers, Artists, Influencers and Service Providers who all have several things in common.

  • Brands with a Story or that are focussed on Sustainability or Ethical Business Practises

  • Designers with a Unique perspective or Specialism (or simply just great at what they do)

  • Artists who create beautiful and unique things that inspire us

  • Influencers who can help you create your own style, or help you seek out new inspirations for living your life

  • We focus on you and your family. If the last year has taught us anything it’s that the people close to us are more important than ever

  • We work hard with the Partners on our site to ensure they always put you, the customer, first.

 

Q: What makes CEZANNO different?

A: Not only do we curate and edit things that inspire us, we tell stories that bring those things to life. We don’t preach, we’re honest and above all, we work for YOU! Great design and beautiful things should enrich your life, allow you to express your own style and overall be practical and relevant to you. We want you to love the things you buy through us as much as we do.

 

Q: What is so special about the Brands and products available through CEZANNO?

A: All products and services available on cezanno.com have been through a rigorous selection process. We check for quality on everything. We check for sustainability where possible. Our manufacturers operate ethically, always. Our influencers tell the truth and are not just here to sell you things. Our artists produce original pieces.

 

Q: Do you have any physical stores?

A: NO. CEZANNO is an online-only concept store. Operating online means we can work with our partners to offer you the very best prices and service. Some of our partners do have stores, but not usually where you can experience and buy all the brands together.  

 

Q: Do the brands you sell produce their collections in factories in less developed countries?

A: Most manufacturing of items sold through CEZANNO is done in the UK or Europe by the designer themselves or under their close supervision. If not, we encourage our designers to only use local artisans from the country of origin and using traditional methods.

 

Q: Do you sell fur?

A: No! We will never sell exotic animal skins, fur or anything else unethical. This means that although we sell some animal hides such as cow and lamb, we only sell skins where they are a by-product of the meat industry. We will never sell a product where an animal has been killed for its skin alone.

 

Q:Is there a cezanno club?

A: Yes, we have a priority VIP club for our customers to join. We offer exclusive product previews, special discounts, free standard delivery on all purchases and early bird shopping days in our twice annual sales. You have a commitment in return, which costs you nothing.  We want to hear from you about the site, the products, the partners and most of all your experience of browsing and shopping the site. You must also make at least 4 purchases per year to stay in the club and participate in 4 focus groups each year, which will last an hour. Enrolment is by invitation only, but if you would like to join please send us an email to support@cezanno.com

 

DELIVERY & RETURNS

Q: I have a query about my order, what is the best way to contact someone?

A: If you have any questions relating to delivery or returns, please visit our Delivery & Returns page. Most products have delivery and returns information on the product page itself. Sometimes this is also shown at the checkout.

 

Q: Where do you deliver and how much does it cost?

A: Most of our products are shipped in the UK. We can sometimes ship items outside the UK, but this is dependent upon the brands and partners who are selling the items.

 

Q: Will I be charged customs and import duties?

A: Sometimes, dependent upon where the items are being shipped and delivered to. We charge any applicable VAT on everything sold through cezanno.com. Export or import duties will only be applicable on items being shipped to non-UK addresses and will vary dependent upon the items themselves and where they are being shipped to. This will be communicated either at the checkout or as we contact you to arrange international shipping.

 

Q: Can my order be shipped to a work address?

A: Yes! Just add the correct address at checkout. This is usually dependent upon the type of card you use and whether your card issuer allows you to do so. Please make sure that the goods you order can be delivered safely to your work address.

 

Q: I ordered two items from you; why am I receiving two separate parcels?

A: Our brands and partners send their products to you directly, which means faster shipping times, and if you’ve ordered from multiple brands, you will receive separate packages from each.

 

Q: I’ve ordered items from multiple brands; will I have to pay for multiple shipping costs?

A: Sometimes, yes. We work with brands and partners from all over the world, so items are often being sent from very different locations, incurring multiple shipping costs. This should never be a surprise though. Shipping and delivery costs are always shown at the checkout.

 

Q: I ordered two items from you; why have I been charged twice for delivery?

A: Our designers ship their products to you directly, meaning multiple shipping costs are incurred. Our brands are usually small, independent businesses and you are supporting them with every purchase!

 

Q: Do I need to sign for my order?

A: Yes, for security reasons all deliveries require a signature or some other proof of delivery, which can be a photograph taken of the items on your doorstep or being handed to you. A record of your name and date of birth, or a voice recording of you accepting the order. You can have your order delivered to a work address such as an office or other location where someone is available to take receipt, just update the delivery address during checkout.

[During the COVID-19 pandemic the proof of delivery requirements are being relaxed in most cases. This is managed by the specific courier or delivery company and the brands or partners themselves. We will never ask you to risk your safety or that of a delivery operative under any circumstances.]

 

Q: Can I collect my order from one of your brand or partners’ stores?

A: Not right now, but this is something that will be available in the future. We are also investigating the delivery services that can deposit items in lockers or collect stations such as local shops. We will update our website when this happens.

 

Q: How can I return my order if I change my mind?

A: Please visit our Delivery & Returns page for full details of the delivery and returns terms and processes.

 

Q: How can I exchange my order?

A: Please visit our Delivery & Returns page for full details of the delivery and returns terms and processes.

 

Q: My order hasn’t arrived, can you help?

A: Once your item has been despatched, it will usually arrive with you in approximately 3 to 5 working days, or sooner if you chose an expedited service at the time you placed your order. If you do not receive your order within 7 days, please contact us at support@cezanno.com.

 

 

PAYMENTS

Q: Will I have to make multiple payments for every item I want?

A: No, you will only need to make a single payment, no matter how many products you order. We provide a secure single payment process to make it easier for you to shop with us.

 

Q: What payment options do you offer and can I pay in my own currency?

A: You can pay using any VISA or MASTERCARD credit or debit card or AMERICAN EXPRESS. We will be rolling out Apple Pay, Paypal and other methods of payment soon and the website will be updated as we do so.  

 

Q: Can I pay over the phone?

A: Unfortunately, we're unable to take payment over the phone.

 

Q: Who am I buying from?

A: CEZANNO acts only as the referrer or introducer between the brand or partner and you, the customer. You are purchasing directly from the designer. We process and hold the payment until the brand or partner has delivered the goods to you. This is to protect your consumer rights and, in the event you wish to return the items, we can work with you to refund the monies for acceptable returns as quickly as possible.

 

MISCELLANEOUS

Q: What should I do if the item I have received is faulty or damaged? 

A: In the unlikely event that an item is faulty or damaged when you receive it, please inform our Customer Service team within 14 days from the date you received it at support@cezanno.com.

 

Q: What if I have a question that hasn’t been answered above?

A: We are always happy to help you, please just email us with any other questions at support@cezanno.com.