Need help?

Choose one of the following categories to find answers to the most frequently asked questions.

How can I request a quote?

To request a quote or receive personalised consultation you can fill out the dedicated form

Can I see the catalogues online?

All of the catalogues can be viewed online and downloaded from the dedicated section of our website.

Can I get the product data sheets?

You can download the data sheets and the 2D and 3D files of all our products from the “Professionals” section of the respective pages.

Can I get samples of the materials (leather, fabrics, etc.)?

To see samples of the materials, please contact your nearest authorised retailer, which you can find by using our “Store Locator” tool.

How can I keep up to date on the latest news from the world of Poltrona Frau?

To be the first to know about the latest Poltrona Frau collections, events, initiatives and projects, subscribe to our newsletter.

What is Poltrona Frau's privacy policy?

You can view the privacy policies adopted by our company at the following links: B2C Privacy Policy and B2B Privacy Policy.

Does Poltrona Frau use sustainable materials in its collections?

Our Pelle Frau® Research and Development Centre is continuously studying ways of reducing environmental impact during the processing and transformation of leather. Today, this commitment has led to the creation of the new Pelle Frau® ColorSphere Impact Less collection: a leather tanned without chromium that cuts the total use of chemical substances by 15% and water consumption by 10%, for a 10% reduction in CO2 emissions throughout the tanning process.

Where can I buy Poltrona Frau products?

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.

How can I find out which retailers stock the collection that interests me?

The “Store Locator” section details which Poltrona Frau collections are available at each authorised retailer.

What products can I purchase directly from the 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.

How can I make an online order?

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.

How can I buy a product that isn't for sale in the online shop?

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.

What can I do if an item I would like to buy is not available online?

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

Do the products have a guarantee for consumers?

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.

What should I do if the surface of my leather product has small wrinkles or imperfections?

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.

How can I take care of my product?

You can download the care and maintenance instructions from the “Professionals” section of the page of the product you have purchased.

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

I need assistance (repair, possibility of a new covering, etc.) for a Poltrona Frau product that I own. What should I do?

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.

Do I have to create an account to make an order?

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

Can I cancel or change an order?

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.

Can I add products to an existing order?

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

Is VAT included in the final price?

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

The displayed prices may vary?

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.

What payment methods are accepted?

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.

Can I use multiple payment methods for the same order?

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

When will be payment be debited?

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.

My payment authorization was denied. Do I have to make another order?

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

Do you ship to my country?

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.

What shipping options are available?

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

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

How much does shipping cost?

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.

When will I receive my order?

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.

How can I track my order?

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.

Can I change my shipping address?

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.

Can I schedule the delivery date and time?

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.

I haven't received my order in the time expected. What should I do?


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.

Is it possible to request delivery to my floor and assembly?

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

Can I use the "Collect in Store" service?

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

How can I return an item?

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.

Which products cannot be returned?

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.

When will I receive my refund?

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.

Will I be refunded for the shipping costs?

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

Can I exchange my product?

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.

Where is the Poltrona Frau Museum?

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.

What are the Poltrona Frau Museum's opening hours?

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].

How much does it cost to visit the Poltrona Frau Museum?

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.

How can I book a guided tour of the Poltrona Frau Museum?

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].

Is the Poltrona Frau Museum accessible to schools?

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]

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