FAQ
See the frequently asked questions below
How long does it take to process orders?
Orders placed on our B2B platform are handed over to the carrier within 24 business hours of receipt. In the case of prepayment, orders are processed only after our accounting department has confirmed receipt of payment; we cannot process the order based on a copy of the payment.
How long does it take for orders to be delivered?
If shipped via express courier, orders take between 24 and 72 business hours to be delivered within Italy. For large orders, standard couriers will be used, and delivery takes between 3 and 7 business days. Once your order has been shipped, you will receive an email indicating the courier.
Shipping within Europe takes between 2 and 10 business days for delivery, depending on the destination country and the carrier used.
F.A.N EUROPE LIGHTING cannot be held responsible for delays caused by the carrier’s operations or national and international transportation strikes.
The package arrived damaged or some items are missing. What should I do?
Any shipping damage or missing items must be reported within 10 business days by filling out the form below. Our team will review the information and resolve the issue.
Submit a claim
In case of missing items, it is helpful to first check the shipping document to verify that the ordered goods were actually shipped. Any items unavailable at the time of order will be shipped as soon as they become available in stock.
My product isn't working anymore. How can I get help?
All our products are covered by a warranty of at least 2 calendar years. To request product support, please fill out the form at this link, providing a detailed description of the issue.
Submit a report
We would also like to remind you that, as a manufacturer, it is important for us to protect the end consumer. For this reason, in the event of post-sale complaints from the buyer, you may provide them with the email address info@faneurope.it so they can contact our after-sales team directly to resolve the issue.
I need a replacement part. How do I request one?
You can request availability and pricing for spare parts by sending an email to: ordini@faneurope.it
What are the opening hours?
Monday–Thursdayfrom 8:00 AM to 1:00 PM and from 2:00 PM to 5:00 PM
Friday from 8:00 AM to 1:00 PM and from 2:00 PM to 4:00 PM
The company will be closed on national holidays; any additional closures will be communicated via email to all registered customers.
Can we visit your showroom?
Our showroom is open by appointment for our customers only. For more information, please email info@faneurope.it or contact your sales representative.
Do you sell directly to individual customers?
No. Our e-commerce platform is B2B and is reserved exclusively for retailers.
Do you create custom lighting designs?
Yes, we provide our customers with a product engineer and a lighting designer who can offer personalized consulting services for the development of custom projects and solutions. For more information, please contact your sales representative or send an email to: info@faneurope.it
Can I pick it up at the office?
Yes, you can pick up your order at our location. Here are our addresses:
Cornaredo Location
Via Monzoro 46
Nola Location
ASI Industrial Park
Località Boscofangone snc,
What are the addresses of the offices?
On our Contact you can find all the information and addresses of our offices
Support
For specific support requests, please use our Help Desk tool, which will allow you to quickly and efficiently direct your request to the appropriate department.