FAQs

SHOP

  • How do I make a purchase?

    Simply select the available product you’d like to purchase, choose the quantity (based on availability) click “Add to Cart” or “Pre-order”.  Your chosen item will appear in your shopping cart on the bottom right of the screen. As you continue to shop or browse the site, you can hover over or click on the cart icon to see its contents at any time. When you are ready to place your order, select  “Checkout” in the shopping cart and follow the easy steps to complete the checkout process.  Should you have any problems, please email us at hello@theworldfromawindow.com and we’ll get back to you ASAP.

 

  • What if an item I want to purchase isn’t in stock?

    Certain ‘one of a kind’ or handmade items may not be available at all times. Should you wish to buy an item that is not currently in stock, please email us at hello@theworldfromawindow.com . We will try to accommodate your request when possible. Please note that even though a product is in your shopping cart, it is not reserved and will remain available to other customers while you are browsing.

    We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the Customer’s preferred payment method has been authorized. If the Customer payment has already been authorized for the purchase and the order is then cancelled by TWFW, we will issue a refund to the original method of payment.
    If a product is sold out, TWFW reserves the right to cancel the order and refund any amount paid.

SHIPPING



  • Where do you ship your products?

    TWFW can deliver its products worldwide. Different prices apply for domestic deliveries (Italy) EU deliveries + UK and rest of the World. For international deliveries to the rest of the world, if you’d like to order more than 5 ceramic pieces, as these are particularly fragile and require care and attention during delivery, please send us an email at hello@theworldfromawindow.com and we will provide you with shipping details and a quote. Please note that there may be restrictions on some products for certain International Delivery Destinations.

  • Where are your items shipped from?

    Most of our products are shipped from its origin country, Italy.

    If you order items from our site for delivery outside Italy, it may be subject to import duties and taxes which are applied when the delivery reaches your destination. Please note that we have no control over these charges and we cannot predict their amount.

    You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.

    You must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable or responsible if you break any such law.

  • When will I receive my order?

    Successful orders are dispatched within 2 to 5 business days, Monday through Friday. Orders placed on Friday after 1 pm will be processed the following working day. Once the order is dispatched please allow 3-5 working days for domestic deliveries and 4-8 days for all EU deliveries.

  • Am I able to track my order?

    Once your order is dispatched for delivery, you will receive an email detailing your unique tracking number which you can you use to check the status of your shipment. There may be restrictions on certain products delivered to certain destinations. Please reach out to us at hello@theworldfromawindow.com if you do not receive a tracking link and wish to know the status of your delivery.

  • Duty & Tax/VAT

    The sale price of the items does not include the customs expenses, duties, import taxes, nor any custom clearance expense. The buyer will bear these costs, even in the eventuality of the right of withdrawal. In the eventuality where the purchased goods should not clear the customs by the buyer, hence would be shipped back to the seller, or in the eventuality of the right to withdrawal, the payment of any and all customs costs/expenses/duties/taxes will be deducted from reimbursement sum to be given back to the buyer by the seller. 
    For more detailed information regarding customs duties/taxes/costs/expenses, import taxes, or custom clearance costs, the buyer acknowledges that it is possible to address the local custom office of any given country of residence, at own expenses.
    Any order that will noy comply with our return policy, general sale conditions, or outside of the appropriate return forms, will not be refunded nor reimbursed.

RETURNS


  • Can I return an order?


    Ceramic Products

    Please choose carefully your items as we do not offer refunds on ceramic purchases if you change your mind. We hope that you love your purchase from TWFW, however, in the unlikely case that your item arrives faulty, please email us within 24 hours of reception at hello@theworldfromawindow.com with pictures of the parcel, the faulty item/s and a description. We will be in touch with you ASAP with the return instructions.

    We can only issue refunds on faulty items.

    As we are a small company and our products are handmade we will not always be able to offer an exchange of the same ordered products. In the case your damaged product is no longer in stock we will issue a voucher of the original order amount or a refund of the value of the faulty item to your original payment method.

    Other Products

    We hope that you love your purchase from TWFW, however, if you changed your mind, please email us within 48 hours of reception at hello@theworldfromawindow.com.

    Returns are accepted within 7 days of receiving your parcel - Eligible return items must be returned in their original condition: unused, unwashed, with all original tags attached.

    Please do not ship your return back without our authorization, as this will not be accepted. Any parcel returned after the prescribed timeframe will be refused and returned to the sender.

    No parcel returned as cash on delivery shipping will be accepted. The costs and risks pertaining to the return of Product(s) are borne by the sender.

    Original shipping costs are non–refundable, unless items were damaged. TWFW reserves the right to refuse any return on merchandise that does not meet the above requirements. If your return is not accepted, it will be sent back to you at your expense and a refund will not be issued. We appreciate your understanding

    Digital Products

    We cannot offer refunds on digital products.

  • Important notes:

    Made-to-order items are not eligible for a refund.

    On sale items are not eligible for a refund.

    Duty & Tax/VAT fees cannot be refunded, even for faulty items.


PAYMENTS

TWFW accepts all major credit and debit cards, Paypal and Apple Pay.

  • Is it safe to pay on TWFW?

    All payments at TWFW are processed by a third party Provider, Stripe.
    Stripe is a PCI Service Provider Level 1 which is the highest grade of payment processing security. You can rest assured that your information is safe and secure.
     

  • How will I know if you have received my order?

    After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit card details have been approved, the delivery address has been verified and the items located, will your order be accepted and the items prepared for dispatch. Once dispatched, you will receive a new email with your delivery details and tracking link.

  • Discounts

    Free shipping to all eligible countries with code applied at check out available at all times.