FAQ

• To register as a customer on our website, you'll need to fill out the registration form and provide the VAT number of the payer of VAT. This information is necessary for tax purposes and will be securely stored in our system.
• After submitting your registration, please wait for approval from our administrator, which typically takes around 1 hour. Once approved, you'll receive an email invitation to create a password for your account. 
• To place an order, log in to your account using the email and password you created during registration. Please note that some of our products have specific packaging requirements, such as being sold in packs of 6 or 10.
• Once you've added all the items you need, review your shopping cart and click the "Checkout" button to proceed to payment. You'll be asked to confirm your shipping address and payment details before submitting your order.
• After you've placed your order, you'll receive a confirmation email to the email address you used to register. This email will contain details of your order, including the products you've purchased and the total cost.

• To register as a customer on our website, you'll need to fill out the registration form and provide the VAT number of the payer of VAT. This information is necessary for tax purposes and will be securely stored in our system.
• After submitting your registration, please wait for approval from our administrator, which typically takes around 1 hour. Once approved, you'll receive an email invitation to create a password for your account.
• With your password created, you can log in to your account and start exploring our website.

Simply fill out the form at the bottom of our website to get started.

If you're interested in receiving a printed PDF catalog, simply send an email to info@familianna.com, and we'll be happy to assist you.

If you have a special request or need help finding a specific product, please don't hesitate to reach out to us at info@familianna.com. Our team is always happy to assist you and provide personalized recommendations that fit your needs and preferences.

We're always happy to accommodate your requests, but as each situation is unique, we need to negotiate the details individually.

We want your Familianna products to last as long as possible, so we recommend treating them gently. To care for them, simply wash with warm water and soap, and avoid anything that might scratch or damage them. You can think of them like your regular dishes and treat them accordingly. 

We take pride in the quality and durability of our products. That's why we offer a standard warranty period of two years for most items.

We design our products to be versatile and convenient, so they're both dishwasher and oven safe.

Absolutely! Our products are not only suitable for food, but they are also certified to ensure the highest quality and safety standards.

The minimum order amount required is 5,000 DKK. We understand that every order is important to our customers, and we strive to provide the best possible value for each product.

If you need to cancel or change your order, simply reach out to our customer service team at info@familianna.com.

If you need to change your shipping or billing address and your order has not been shipped yet, please send an email to info@familianna.com with the updated address information. Our team will do their best to accommodate your request.

Once your order is shipped, we'll send you an email with a tracking number so you can easily keep an eye on your package's journey.

Once you've received your package, please take a moment to inspect the goods. Within 3 days of delivery, we'll send you a detailed invoice with all the information you need.

Our payment terms are 10-day credit. This means that you have 10 days to pay for your order after the date of delivery.

We accept payment through bank transfer to the account listed on the invoice. Unfortunately, we do not currently accept other forms of payment.

Within the European Union, we use the triangular trade or reverse charge system, so the sales tax is not charged. Outside of the EU, our products are tax-free. However, if you have any special inquiries about sales tax, please feel free to contact us at info@familianna.com. 

We ship to many countries around the world, including those outside the EU. To check if we ship to your specific country/city, please contact us at info@familianna.com.

We offer a flat delivery charge of 500 DKK within the EU, and outside the EU, we provide a custom quote based on your location. There are no additional charges, and we always inform our customers of the delivery cost before sending out their order.

Your order will typically be delivered within 1 month, with a maximum delivery time of 2 months. We will notify you via email as soon as your order has been shipped.

We aim to deliver all items in the same shipment, unless there are unforeseen circumstances that may cause delays or require separate deliveries.

We use Schenker DB as our shipping carrier.

Yes, you can track your order on Schenker DB's website using the tracking number provided in your shipping confirmation email.

We want our customers to be satisfied with their purchases, so we offer a 14-day return policy for items that are unused and in their original packaging. If you wish to return or exchange an item, please contact us at info@familianna.com and we will assist you further.

Our return policy allows customers to return products within 14 days of receiving them, provided that the products are in their original condition and packaging. If the product is damaged or defective upon delivery, we ask that you notify us within 3 days of receiving it. Please contact our customer service at info@familianna.com to initiate a return or exchange.

Our products come with a standard warranty period of 2 years.

Please inform us immediately at info@familianna.com, and we will do our best to resolve the issue as quickly as possible.