Terms and Conditions

Welcome to Arpel di Luca Robazza

These terms and conditions outline the rules and regulations for the use of Arpel di Luca Robazza's Website https://arpel.eu

Arpel di Luca Robazza is located at:

Via Cà De Testi 30 , Sasso Marconi
Bologna - 40037, Italy
Vat Nr.: 03183961204

Tax Code: RBZLCU77A19F205I 

If you buy from our website, these terms and conditions give you all the information you need concerning the sales contract. We also have other important terms that we invite you to read such as our Privacy Policy and Returns Policy.

These general terms and conditions and the policies may change from time to time so please check these before making any purchase.

If you have any questions about these terms and conditions or the policies please contact us via our contact form, by phone at 0039 051 675 02 90 or by e-mail at info[@]arpel.eu

These Terms & Conditions apply only if you are a private consumer. Trade customers are subject to our trade Terms & Conditions which can be accessed by sending us an e-mail at info[@]arpel.eu.

1. General

These Terms & Conditions apply to all orders placed online and over the telephone. By placing an order with Arpel di Luca Robazza (from here on referred to as Arpel) you are accepting to abide by these conditions. Please read them carefully and contact our customer service team if you have any questions.

If you do not wish to comply with these Terms & Conditions, you should not place an order and enter into a contract with Arpel.

Please note that these Terms & Conditions do not affect your statutory rights.

These terms and conditions may change from time to time so please check these before making any purchase.

2. Information on our website

We try our best to make sure that all information on our website, including descriptions of our products and listed prices are accurate at all times. However, if we do make a mistake we’ll try to resolve it as soon as possible, and if we spot an error that has affected your order we’ll do our best to let you know as soon as possible.

When browsing our website the colours of products may vary depending on a few factors such as your screen resolution and display settings. To help our customers evaluate the actual colours of our products, we can send wood, rice paper and fabric samples. To receive a sampling please contact us specifying what product you are interested in and in which colours.

Pictures and images on our website are for illustration purposes only. For an accurate description of any product and details of what is included with the product, please read the product description.

We will do our best to check our website for viruses but we do not warrant that the website is free of viruses or other malicious content.

3. Product availability

All products are subject to availability and so we may not be able to supply your order. In unforeseen circumstances and with or without notice we may have to stop selling products through Arpel either temporarily or permanently.

Any goods that we are unable to supply will be refunded in full or the money can be used for an alternative product on our website.

We will not be liable for any losses you sustain as a result of updating or modifying our website.

4. Security

You will receive login details by e-mail when registering on our website. Please make sure that your login details, password and all your other account details remain confidential at all times. If you know or suspect that the security of your account is at risk, you should contact us immediately.

5. Pricing

Unless otherwise stated all prices shown at Arpel are inclusive of VAT and other applicable taxes. The product prices shown do not include the delivery fee, which will be added as soon as you add a product to the shopping cart.

If we discover an error in our pricing we will inform you as soon as possible and you will then be given the option of cancelling or re-confirming your order at the correct price. If for any reason we are unable to contact you using the contact details you have provided we will treat the order as cancelled and notify you by email.

Any cancelled orders will be refunded within 14 days of notice of the cancellation.

If there are any errors in the product information displayed on our website, they will be rectified as soon as possible.

6. Eligibility to order products

You can only purchase from our website if you are aged 18 or over and a resident in one of the following countries:

Germany, Austria, Italy, San Marino, Netherlands, France, Belgium, Slovenia, Croatia, Hungary, Slovakia, Czech Republic, Poland, Luxemburg, United Kingdom, Denmark, Sweden, Finland, Liechtenstein

If you are resident in one of the following countries, please contact us because we may still be able to take your order. We will reply with a price quote including the applicable VAT and shipping costs and instructions to complete the order:

Switzerland and other countries outside the European Community

To complete an order you will need an active email address and a telephone number so that we can easily contact you.

By placing an order through our site, you warrant that you are legally capable of entering into binding contracts.

All orders are subject to acceptance. All details supplied to Arpel must be true and accurate. If we accept the order, we enter into a contract with you.

If there are any problems with your order we will contact you as soon as possible.

7. Placing an order

Your order counts as an offer to purchase goods from us.

After placing your order, you will receive an Order Confirmation email. This contains details of the products you have ordered, the total cost of the order (including delivery) and an order number.

An order is considered completed and may enter in production when we receive the full payment or first instalment, depending on the payment method chosen.

8. Payment options

Arpel offers several payment methods.

a) Credit Card
If you choose to pay by credit card the total amount of the order incl. VAT and shipping will be charged to your account at the order confirmation. After confirming your order, you will be redirected back to our Website and you will also receive an Order Acknowledgement by email.

b) Sofort Bank Transfer
Sofort is a system that allows you to perform instant bank wires. This payment method can speed up the order elaboration process as we can begin producing as soon as you submit an order. To pay with Sofort you will need: a bank account number and a SWIFT (BIC), PIN and TAN code. The secure payment method Sofort is offered by the payment processor Klarna. We do not charge any extra costs for this payment method. You bank may however apply costs for the bank transfer, depending on the agreement you have with them.

c) Bank Wire
If you choose to pay by Bank wire we will give you our bank details once you will have confirmed the order. You will also receive this information by email and, in a second email we will send you your Order Confirmation. If we do not receive the bank wire within 14 days from order, your order will be automatically cancelled. Once we receive the payment, the order can be processed and the goods produced.

d) Paypal
If you choose to pay by Paypal the total amount of the order incl. VAT and shipping will be charged to your account at the order confirmation. To pay with Paypal you will need to have an account with this service provider.

Taking payment does not mean we have accepted your order and if for any reason we are unable to accept your order we will provide you with a full refund within 14 days.

e) Ideal

iDEAL is an online payment service that allows the consumer to perform a direct online transfer from his/her bank account to our bank account without sharing any personal data with us. With iDEAL the consumer can make online payments in a reliable, secure and easy way. Payments are done using the mobile banking app or the online banking environment of his/her own bank.

For more information about how our payment service providers protect your personal data you can visit our privacy policy page

9. Delivery

We work on a production-to-order basis; this means we produce each single piece after receiving an order with the raw materials we always keep in stock. Therefore, the delivery deadlines can differ from product to product and according to the current workload we have.To keep our order elaboration times as short as we can, we keep some finished products in stock ready for next day shippings. This is the case for example for our Tatami mats, some Futon mattresses and sofa beds and other accessories.

On the every product page on our website you can find an estimate of the dispatch date for that product. This is an estimate of the time necessary to produce the goods and hand them over to our couriers. It does not include the time necessary for the courier to deliver the goods to your address. When an order contains more than one product, we will collect all the products in a single shipping so the dispatch date to consider is the longest one among those indicated for the single products in the order. It is possible to perform separate deliveries upon request. Arpel reserves the right to split items and deliver them on different days or times.

When Arpel produces custom made pieces of furniture such as partitions, sliding doors, walk in closets and custom made beds and wardrobes, the delivery deadlines may be somewhat longer. The deadlines also depend on our current workload.

Arpel will always inform it’s customers when unexpected delays occur and you can at any time ask us for a delivery estimate for the specific product/s you are interested in through our contact form.

Delivery days and time 

We offer working day deliveries (Monday – Friday) on all orders. Saturday and Sunday deliveries are available for a charge for certain products going to certain destinations. We do not dispatch or deliver on weekends or on Bank Holidays.

Express (next working day) shipping service is available for certain products going to certain destinations. If this service is available for your item and delivery postcode, you will see it in the delivery checker on the product page and will be able to choose it at checkout. To be eligible for a next working day delivery option, you must place your order by 10 am on the previous working day. Please note that Express Delivery may not be available for all items.

If the order were placed before 11 am, that same day would be classed as the first working day, meaning the item will be delivered on the next working day. If an order is placed after 10 am, the next day would be classed as the first working day and the order will be delivered on the working day after the next.

Weekends and bank/public holidays are not classed as working days.

We may contact you to confirm the express delivery so please ensure that we have your correct contact number.

All standard deliveries may take place anytime of the day, with a one-man service, to the first accessible front door on the ground floor of the property. The delivery is to this door of the property, unless otherwise confirmed by Arpel in writing. The driver does not have to take items up steps to get to this door and does not have to take any items into your property. Taking items into the property by the driver is not covered by the courier insurance. If the driver assists you with that, it is solely at their discretion and at your own risk.

Please note that we at Arpel have no control of when the couriers will arrive at your address.

If you have any special delivery requirements, please inform us prior to placing your order so that we can let you know if we will be able to meet them.

With larger items the driver may require some assistance to offload the items.

In the dispatch notification sent to you when we dispatch your order you will receive an estimate of the delivery date and information on how to track your order online. For standard deliveries (not Express) the courier will also contact you by phone at least one day before handover.

If the driver for any reason does not contact you by phone before delivering we cannot be held responsible but you will have right to receive a new delivery attempt free of charge and with phone notice at least one day before.

Arpel suggests to not dispose of existing furniture or other goods until deliveries have been checked and all parts are present to be able to build the new product ordered.

10. Delivery destinations

We have divided the countries in which we can ship to in 3 groups, according to the shipping costs and delivery time.

Range 1: Germany, Austria, Italy, San Marino, United Kingdom, Ireland, France
Range 2: Netherlands, Belgium, Slovenia, Croatia, Hungary, Slovakia, Czech Republic, Poland, Luxemburg,  Denmark, Sweden, Finland, Liechtenstein
Range 3: Switzerland and other countries outside the European Community

Standard shipping deadlines

- Countries in range 1: from 3 to 7 working days, according to the destination.
- Countries in range 2 : from 5 to 10 working days, according to the destination.
- Countries in range 3 : from 5 to 10 working days, according to the destination.

Cancelling of the standard shipping costs

The standard delivery costs on street are cancelled in under the following conditions:

- The delivery destination is in one of the countries in range 1 and the total value of the goods ordered is more than € 1.500,00; 
- the delivery destination is in one of the countries in range 2 and the total value of the goods ordered is more than € 2.000,00.

Please ensure that your property is directly accessible to a delivery vehicle that is approximately the size of a 7.5 tonne vehicle. If you require a smaller vehicle for delivery, we can arrange it but you must let us know as soon as you place your order.

If there is no direct access for the delivery drivers, or the access is restricted for parking, the delivery may not be made and you wouldn’t be refunded the delivery charges (if such were paid) and may be charged a return fee.

11. Liability concerning the delivery

In the event of any unforeseen circumstances (such as lorry breakdown, traffic accident, major traffic delays or severe weather) we will do our best to contact you to rearrange an alternative delivery timeslot or date. We will not be responsible for any losses (including loss of revenue, profits, anticipated savings, goodwill or business opportunity, for any injury to your reputation) incurred due to a delay in delivery.

If you make use of a courier’s Joiner/Handyman to assemble your items, Arpel does not take responsibility for them, even if Arpel has helped you get in contact with them. It is their responsibility and your own for how your items are handled after the delivery is accepted.

Important information:

When placing an order, we will ask you to provide a valid shipping address. This information will be recorded on the delivery document and the delivery will take place at the address you specify. If you provide us with incomplete, incorrect or inaccurate information or instructions, we may cancel the delivery by giving you written notice.

You are responsible for ensuring that you are available to accept delivery. If you are not, there must be an adult available who is capable of receiving delivery on your behalf, and you agree that we can rely on their instructions as if they were your own.

You are responsible for checking the condition of the packages and whether the correct number of packages has been delivered before signing the delivery document confirming this.

If there are any issues, you should record this on the delivery document by adding a phrase such as ‘packages damaged / goods unchecked’ or ‘wrong item sent’ when signing the document of transport or electronic device of the courier. Missing products will be re-ordered and damaged/incorrect products will be returned and replaced and delivered free of charge. If you don’t sign for goods it as ‘damaged’ or ‘wrong item sent’, we will not be held responsible for any subsequent requests or claims.

If any boxes are missing from the delivery then please record with the courier how many are missing, accept the boxes that are present and then contact us via email or phone stating which ones are missing. Once we have confirmed which items are missing we will arrange to have them sent to you as soon as possible.

If there are parts or pieces missing in the boxes you have accepted, give us a call or email us and we will send the parts to you with no extra charge.

12. Returns, Refunds and Cancellations


Once an item of merchandise is delivered to you, you have the statutory right to return it within 14 days of delivery. This means you must express your wish to return an item or complete order within 14 days of delivery.

Unless otherwise agreed by the parties, the right of withdrawal shall not apply to 

To be eligible for a return, your merchandise must be unused and in the same condition in which you received it.

Please note that the following items are not eligible to be returned, refunded or exchanged.

• Products that are not prefabricated or for the manufacture of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer;

• Products that are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items;

• A service, if we have fully performed it and you accepted when you placed your order;

If your order meets the conditions to request a refund, you can use our Contact Form or e-mail us at support[@]arpel.com.

Once we will have sent you a written confirmation that we accept your return request, you have further 14 days to send the goods back to our warehouse. If you do not ship the goods within this deadline, your right to return becomes invalid even if it was previously accepted.

For the return shipping, you can either use your own courier or we can arrange for a courier to collect the products from you and return them to us at your cost. You are in any case responsible for returning the products to us.

The address at which we can receive a return delivery is:

Arpel di Luca Robazza
Via Cà De Testi 30
40037 Sasso Marconi (BO), Italy

If you use your own courier, please provide us with return tracking details and ensure that a document is sent together with the product with the order number, your name and address, product name and signature. Our warehouse is open for returns Monday - Friday 8 am – 4 pm (excluding Bank Holidays) and the driver must call us at least one day prior to arrival.

If you require us to arrange the collection of product(s) to be returned with our courier, we will refund you for the price of the product(s) deducted from the costs of the return shipping (these costs will be notified to you before you decide to return your goods with our courier).

The item(s) to be returned should be in their original packaging and ready to be collected from first accessible front door on the ground floor of the property, as the delivery services will not collect from any other floor.

Arpel is not responsible for failed deliveries or losses/damages made by the courier, even if we organize the transport. It is your responsibility that the products are returned to us in undamaged condition; if they are not in such a condition, we will not accept the return.

Once we have received the goods we will verify them and, if they meet the conditions specified above, we will arrange a refund or an exchange, depending on the agreements made. In case of an exchange for another product, the eventual price difference between the initial and the new product (if any) has to be paid by you before we arrange the exchange with the courier if the new product is more expensive than the initial one, or refunded by us to you if the new product is cheaper than the initial product.

Please note that the exchanged product will adhere to the price it had at the time of purchase, while the product it’s being exchanged for will adhere to the price it has at the time of the exchange.


A refund will be issued only after the product is received in our warehouse undamaged. Please note that it can take up to 30 working days for your refund to be processed.


You can cancel your order free of charge if you request the cancellation in writing before we have dispatched the goods. Once Arpel has dispatched an order it cannot be cancelled.

For more information about your statutory rights in relation to incorrect, damaged or defective goods, you may visit Adviceguide, a Citizens Advice website at: http://www.adviceguide.org.uk/. We provide this link to help you find out more about your rights concerning returns of online orders.

If you need to contact us by post, please write to: 
Arpel di Luca Robazza
Via Cà De Testi 30
40037 Sasso Marconi (BO), Italy*

*In order to ensure a faster response you may use our Contact Form.

13. General Liability

Our entire liability to you under these general terms and conditions and returns policy shall not exceed the price paid for the goods you have purchased through Arpel, provided that we take reasonable care when we deliver the goods to you.

We will not be liable to you for any loss of revenue, profits, anticipated savings, goodwill or business opportunity, for any injury to your reputation or for any losses that are not reasonably foreseeable by both of us at the time your purchase is made or your order is accepted.

Despite the limitations in paragraphs above, we do not in any way limit our liability to you for death, personal injury or fraud.

Where you buy as a consumer, these general terms and conditions and the returns policy will not affect your rights under law, which cannot be otherwise excluded. For more information contact your local Citizens Advice Bureau.

14. Waiver

If you breach these terms and conditions or the returns policy and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these terms and conditions or returns policy.

15. Disputes

In the event you have a complaint regarding a product or service purchased from Arpel, please contact us at support[@]arpel.eu

In the unlikely event that our Customer Support Team is unable to resolve your complaint and you are still not satisfied following the conclusion of our complaints handling procedure, you may refer your complaint to the Online Dispute Resolution of the European Commission. You may find more information about this platform here: http://ec.europa.eu/consumers/odr/

16. Privacy

Our privacy policy (together with our website’s terms of use) explains why Arpel collects data from you, which data is collected and how it will be processed. You may find it on this page: Privacy Policy

17. Intellectual property

Unless otherwise stated, Arpel and/or its licensors own the intellectual property rights for all material on https://arpel.eu. All intellectual property rights are reserved. You may view and/or print pages from https://arpel.eu for your own personal use subject to restrictions set in these terms and conditions.

You must not:

  1. Republish material from https://arpel.eu
  2. Sell, rent or sub-license material from https://arpel.eu
  3. Reproduce, duplicate or copy material from https://arpel.eu
  4. Redistribute content from Arpel (unless content is specifically made for redistribution).