Poltrona Frau products can be purchased online via our website or at one of our retail stores. You can view the complete list of stores, monobrand centres, branded spaces and authorised retailers in the “Store Locator” section of our website.

The majority of Poltrona Frau products can be purchased online and are marked with the shopping cart symbol. Some products can also be personalised online directly by the customer using the “Configure” function.

To make an online order, go to the Products section of the menu and browse our e-shop to discover the wide range of items, add-ons and accessories that Poltrona Frau offers for creating your ideal design project.

The e-shop is only active in some countries* and it is only possible to order from the country to which the product will be delivered. Orders can be made 24 hours a day, 7 days a week.

*Austria, Belgium, Denmark, Finland, France, Germany, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland.

If a product isn't available for direct purchase from the online shop, you can send the desired configuration to one of our authorised retailers.

Find out where your nearest store is at the following link.

If a product you want to buy is not available online, you can contact us or your nearest retailer.

To obtain all information regarding the products’ guarantee for consumers, you can refer to the complete details on our website, under the section 'Legal Guarantee' on the dedicated page.

Pelle Frau® is always “full grain”, the finest and most durable layer of the cowhide, to which no corrections are applied. Veins, wrinkles, scars and insect bites are distinctive characteristics of leather and a guarantee of its quality and authenticity; as such, they are not to be regarded as imperfections but rather as "features" that enhance the value of your product, making it unique.

By accessing your reserved area, in the section “User Manual - Care & Maintenance” you can download the care and maintenance instructions for Poltrona Frau products.

If there are no instructions present, contact our Customer Service who will provide all the assistance you need.

By accessing your reserved area, in the “User Manual - Product Manuals” section you can find the instructions for use and assembly of Poltrona Frau products, as well as user manuals with general information on materials used and specific warnings.

If there are no instructions present, contact our Customer Service who will provide all the assistance you need.

Poltrona Frau is always happy to be able to satisfy the requests and desires of its customers. To receive the requested assistance, you can contact the store where you made the purchase or one of the authorized retailers, providing, if possible, a photo of the product and its identifying label.

If you have made the purchase online, you can contact us through the dedicated form.

To make an order, you can choose to register with the website or make your purchases as a “guest”.

If you need to cancel or change your order, contact us as soon as possible by writing to our Customer Service or sending an e-mail to [email protected].

We will do all we can to meet your request, but we can't guarantee that it will be possible to modify your order once it has been submitted. Orders that have already been processed cannot be cancelled or changed.

No, it isn't possible to add products to an existing order. To make further purchases you will have to make a new order.

All prices indicated on the website include VAT. You can view the amount of tax applied at checkout.

The prices shown on the catalog and product detail pages are rounded up; only within the cart and checkout process are detailed prices visible, including references to taxes, shipping fees, and any promotions or discounts.

The following payment methods are available on the website: bank transfer*, credit card (Visa, Mastercard, American Express), Paypal, Google Pay, Apple Pay, Bancomat Pay, Giropay, Ideal, Bancontact, EPS, MyBank, Multibanco.

*Bank transfers must include a reference, the name and surname of the customer and the order number; all necessary information will be indicated in the order confirmation email.

No, at the moment we only accept one payment method per order.

The entire sum will be debited when you submit your order. If the payment is accepted you will receive a confirmation email with a summary of your order. If you pay by bank transfer, the order will only be considered as accepted when the due sum is credited to the Poltrona Frau bank account.

If your payment did not go through, please place a new order online or contact our Customer Service.

The e-shop is only active in some countries* and it is only possible to order from the country to which the product will be delivered.

*Austria, Belgium, Denmark, Finland, France, Germany, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland.

Accessories/non bulky products will be delivered by courier (DHL).

Made-to-order/bulky products will be entrusted to freight companies.

Standard shipping, with delivery to the ground floor, is free.

For direct deliveries to a designated floor, costs are variable and depend on the shipper and the destination: contact us to get a personalised quote.

Non-customised products in stock are generally shipped within 5-10 working days, while customised products are shipped within 10-12 weeks. Delivery times vary according to the shipping method and the destination.

Deliveries are made Monday to Friday with the exception of public holidays.

In particular circumstances, some items may take longer to deliver: our Customer Care will contact you to inform you of any delays.

If a product can be shipped by courier (DHL), when it is shipped you will receive an email notification with the tracking number, which you can use to follow the progress of your order.

If your order is entrusted to a freight company, you will be contacted by phone to finalise the delivery details.

If you need to change your shipping information after making your order, contact our Customer Service or send an email to [email protected] as soon as possible.

Shipping information cannot be modified after the order has been shipped.

No, it is not possible to schedule the delivery date and time. However, it is possible to make arrangements with the freight company when they call you by phone.

 

If you haven't received your order in the time expected, we recommend that you:

▪ Check the tracking link shared by the courier

▪ Check that the address you provided is correct

For more information please contact our Customer Service.

The delivery to floor and product assembly service is available on request: fill out the contact form and you will receive a quote.

No, the "Collect in Store" service is not available.

If you aren't satisfied, you can contact us to return the items you purchased* and, within 14 days of receipt, send back the articles in the original packaging, with all their parts and in perfect condition.

You can choose your preferred delivery method as long as it is suitable for the transportation of the product. Alternatively, you can use the transport service provided by Poltrona Frau.

The package must include all the documents received. COD parcels will not be accepted.

*The full refund guarantee is not applicable to all Poltrona Frau products.

The return policy does not apply to:

▪  Products received over 15 working days ago.

▪  Purchased products that have been assembled, even partially, and damaged during the assembly process.

▪  Bespoke products, customised products, finished, polished and packaged artisan products commissioned by the customer.

The return policy does not apply to professional customers.

You can view the complete policy in the “Right of Withdrawal” paragraph on the dedicated page.

Poltrona Frau will reimburse the cost of the item within 14 days of receiving the returned product at its warehouses, after verifying that it is in its original condition.

No, shipping costs must be paid in full by the customer and are excluded from the refund.

No, it isn't possible to exchange products. If you aren't satisfied with your purchase you can return your item(s) and place a new order.

The Poltrona Frau Museum is located at the company's headquarters in Tolentino (MC).

You can find directions for getting to the museum at the following link.

The Poltrona Frau Museum is open to the public from Tuesday to Friday from 2pm to 6pm and on Saturdays from 9am to 5pm.

The museum will be closed on the following days: 1 November, 8 December, and from 24 December to 8 January (inclusive).

For requests to visit the museum outside of the regular hours it is open to the public, you can contact us via e-mail at [email protected].

Admission to the Poltrona Frau Museum is free.

It is possible to book a tour with an expert guide at an extra charge. Check the price list on our website.

To book a tour of the Poltrona Frau Museum with an expert guide you can contact us at +39 0733 909 447, or via e-mail, at [email protected].

The Poltrona Frau Museum is enthusiastic about contributing to raising awareness of the history of Italian design and craftsmanship among the new generations. This is why we are always happy to welcome students from schools of all types and stages.

To book a visit or discuss potential partnerships and projects write to us at [email protected]