General terms of sale

1.Seller and scope

These terms govern the distance sale of the products offered on the Feelago website and apps, operated by Feelago (also "we" or "us"). The seller's identification details are shown below and in the Legal notice.

If you buy as a consumer, meaning for purposes outside your trade, business, craft or profession, you also enjoy all the protections of the Italian Consumer Code (Legislative Decree 206/2005). If you buy as a professional or business, the same terms apply, except for the rules reserved to consumers, such as the right of withdrawal and the consumer legal guarantee.

You accept them by continuing when you first sign in and, in any case, with every order, by proceeding with the payment: before the payment button you see the sentence “By proceeding with the payment you accept the Terms of sale”, with a link to this page, even if you buy as a guest. Each order is governed by the version published on this page at the time you place it: we record it with the order and state it in the order confirmation we send you by email, with these terms attached as a PDF. We recommend saving or printing a copy.

Email

info@feelago.com

2.The products

• Made-to-measure products: curtains and other items you configure yourself (measurements, style, fabric, finishes), made to order to your specifications.
• Shop items: products with standard features, such as cushions, tablecloths and accessories, often made to order but not personalised.
• Fabric samples: small swatches to judge colours and materials before you buy.

The main characteristics of each product are described on its page and summarised before payment. Photos, live configurator previews and room images are illustrative: colours and appearance also depend on your screen and on the light. This is why we recommend ordering samples before a made-to-measure product.

3.Measurements, tolerances and fabric characteristics

For made-to-measure products you enter the measurements yourself, following our measuring guide and the configurator's instructions, and we make the product to exactly those measurements, within normal tailoring tolerances. Check the summary before paying: a product made faithfully to a wrong measurement you entered is neither defective nor non-conforming.

Fabrics from different production batches may differ slightly in shade, and natural fibres such as linen show irregularities typical of the material: these are characteristics of the product, not defects. Always follow the care instructions provided.

If you are unsure about your measurements, ask Ago or our team for help from the Support page before ordering.

4.Prices, VAT and shipping costs

Prices are in euros and include VAT. The price of made-to-measure products depends on the configuration and is calculated and shown before payment. Shipping costs are calculated at checkout based on the delivery address and are shown in the summary, together with any other costs, before you confirm the order.

• Italy: the cost is calculated at checkout based on the delivery address and the parcel (weight and size), using courier rates. You choose the shipping service among those available (for example standard or express): its cost is shown to you and added to the total before payment.
• Europe and rest of the world: the cost is calculated in the same way, based on the country, the delivery address and the parcel, and here too you choose the shipping service among those available before payment.
• If real-time calculation is temporarily unavailable, we apply the standard rate for the destination zone: in this case too the cost is shown to you before payment and does not change after you confirm.
• Samples: the price of the sample kit already includes shipping.

For deliveries outside the European Union, customs duties, taxes and charges set by the destination country may apply: they are not included in the price and are payable by the recipient.

If a price is published because of an obvious error, we will contact you before going ahead: you can confirm the order at the correct price or cancel it with a full refund. Discount codes and vouchers are valid on the conditions stated when they are issued and cannot be exchanged for cash.

5.How the contract is formed

You can buy with your account or as a guest: on your first purchase we create an account linked to your email so you can follow your order.

Before paying you see a summary with products, specifications, quantities, prices, shipping costs and total, and you can correct the details you entered. With every order you accept these terms by proceeding with the payment, after the information sentence with the link to this page shown before the button; if the order contains made-to-measure products, the same sentence reminds you that, being made to your measurements, they cannot be returned by exercising the right of withdrawal, while the legal guarantees still apply, and by proceeding you confirm that you know this. By confirming the order you accept the version in force at that time and commit to paying.

The contract is formed when the payment is authorised or, if you pay by bank transfer or with another method that does not give an immediate result, when the payment is confirmed. Straight afterwards we email you the order confirmation with a summary of the contract.

Orders on request: if your cart contains products that need checking or a price still to be set, you can send the request without paying. We send you the final total with a payment link: the contract is formed only when you complete the payment, and until then you have no obligation.

We may decline an order, for example if materials are unavailable, if the measurements cannot be made or if fraud is suspected: we will tell you and, if you have already paid, refund you in full without delay.

The contract is concluded in the language you chose on the site from those available. We keep the order details and the version of the terms you accepted with the order; you can find your orders in your account.

6.Payment

You can pay by credit or debit card (Visa, Mastercard, American Express), including through Apple Pay or Google Pay. Where they are available on the payment page, you can also use Link, PayPal, Klarna, Satispay, Scalapay, Revolut Pay and bank transfer: the page shows the methods you can use for your order, which may vary depending on, for example, your country, the amount or your device. Payments are handled by Stripe on a secure page: full card details never pass through our systems. The price is the same whatever method you choose: we do not charge any surcharge.

Klarna and Scalapay may offer you the option to pay later or in instalments, under their own terms and subject to their approval. Any agreement to pay later or in instalments is between you and the provider, which shows you its terms before you accept them; we receive the full order amount. These methods are reserved for purchases by consumers.

With card, Apple Pay, Google Pay, Link, PayPal, Satispay and Revolut Pay, the amount is charged when you confirm the payment; with Klarna and Scalapay, charges follow the plan you agree with the provider. If the outcome of the payment is not immediate, as with bank transfer, the order stays awaiting payment and does not go into production until the payment is confirmed. For bank transfers, Stripe gives you the bank details and a payment reference that identifies your order: use exactly that reference, because the bank details can be the same for several orders from the same account. If the amount does not arrive within 7 days, the payment is cancelled at no cost to you: the order is cancelled or, if it is an order on request, it stays valid and we send you a new link to pay for it. If the amount arrives incomplete or late, we return what we received. If the payment fails, the order is not completed.

7.Delivery times and methods

We deliver with the courier and service you choose at checkout among those available for your destination (for example standard or express), with shipment tracking and home delivery, to the address given in the order, in Italy and in the countries available at checkout. If real-time calculation is temporarily unavailable, you will find a single shipping option at the standard rate for the zone, and we choose the courier. The transit times shown at checkout are estimates and are added to the production time of made-to-measure items.

If we state a production or delivery time on the product page or in the quote, that time applies. Unless a different time is stated, we deliver within 30 days of the contract being formed, as provided by Article 61 of the Italian Consumer Code.

If we do not deliver on time, you can ask us to do so within an appropriate additional period; if that is not met either, you can terminate the contract and get back what you paid. You can terminate it straight away, without an additional period, if we have refused to deliver or if the delivery date was essential.

The risk of loss or damage passes to you only when you, or a person you have indicated other than the courier, take physical possession of the products.

On delivery, check that the parcel is intact. If it is damaged you can accept it with a written reservation on the courier's document: let us know as soon as possible with a few photos so that we can replace the product more quickly. This does not limit your guarantee rights.

8.Right of withdrawal

If you are a consumer, you can withdraw from the contract for Shop items and samples, without giving any reason, within 14 days of the day on which you, or a person you have indicated other than the courier, receive the products. The procedure, costs and model form are on the Withdrawal and returns page.

9.Returns and refunds

You can start a return from the Returns section of your account or from your order page, or tell us using the model form or any other clear statement. We refund what we received, including standard delivery costs, within 14 days of receiving your notice, using the same payment method; we may wait until we have received the products, or proof that you have sent them, before refunding you. The details are on the Withdrawal and returns page.

If you paid with Klarna or Scalapay, the refund is applied to your plan with the provider, which cancels any instalments not yet paid and returns what you have already paid, under its own terms. If you paid by bank transfer, we or Stripe will ask you for the details of the account where you want to receive the refund. If the provider of the method you used no longer allows a refund, for example because the time limit under its rules has passed, we refund you by bank transfer, at no cost to you.

10.Legal guarantee of conformity

All products, including made-to-measure ones, are covered by the legal guarantee of conformity under Articles 128 and following of the Italian Consumer Code: we are liable for any lack of conformity that becomes apparent within 2 years of delivery.

If the product does not conform, you are entitled, free of charge, to have conformity restored by repair or replacement; if that is not possible or does not happen within a reasonable time, to a price reduction or to terminate the contract, in the cases provided for by law.

To ask for help, write to info@feelago.com with your order number, a short description and a few photos, or use our contact form: we will tell you how to proceed, at no cost to you.

The following are not a lack of conformity: the normal characteristics of materials described above, wear from use, damage caused by improper use or by care other than as instructed, or problems caused by wrong measurements you entered. Any additional commercial guarantees are stated on the product page and do not limit the legal guarantee.

11.Support, complaints and dispute resolution

For support, complaints or reports, write to info@feelago.com or use the Support page. We reply as soon as possible and in any case within 30 days of receipt.

If you are a consumer, before going to court you can voluntarily use an alternative dispute resolution (ADR) body listed in the registers provided for by Article 141-decies of the Italian Consumer Code. We have not currently joined a specific body; if we do, we will state it here. For purchases from another EU country you can also contact the European Consumer Centres Network (ECC-Net).

12.Governing law and jurisdiction

The contract is governed by Italian law. If you are a consumer, you keep the more favourable protections of the mandatory rules of the country where you habitually reside, and disputes fall under the jurisdiction of the court of the place where you reside or are domiciled (Article 66-bis of the Italian Consumer Code). In all other cases the courts of the place where the seller has its registered office have exclusive jurisdiction.

13.Changes and final provisions

We may update these terms: changes apply only to orders placed after they are published, never to orders already placed. With each new order you accept, by proceeding with the payment, the version in force at that time, which is also shown on this page. If any clause is found to be invalid, the others remain fully valid.