All questions that customers ask the Sintesibagno team are answered here for an easy, safe and fast purchase.
Before placing an order
After placing an order
After receiving an order
BEFORE PLACING AN ORDER
HOW TO BUY A TOILET SEAT COEVR
The easiest and most correct way is to know the make and model, look it up on the website and proceed to purchase. We have often found, however, that the information customers have or the suggestions they receive from friends, colleagues or plumbing/sanitary retailers are not always very accurate. We suggest you take a minute and follow the procedure explained at the following link [ CLIK HERE
] to find and then order the correct and precise toilet seat for your toilet. You will not waste time checking measurements, data sheets and shapes of the various toilet seats, of which there are several thousand on the Sintesibagno website
. You will avoid wasting time and unnecessary transport costs. By using our toilet seat recognition service you will be guaranteed that your purchase is correct and in the event of a return you will not incur any expenses
. (see I USED THE COVERAGE RECOGNISATION SERVICE OF SINTESIBAGNO
HOW TO UNDERSTAND THE COLOUR OF SANITARIES (not make a mistake when buying a toilet seat!)
Today digital can be used to do almost anything. Unfortunately, identifying colour is one of the few things that technology still cannot help us with. A digital image, depending on where it is displayed (each of us tunes the brightness of our mobile phone screens, monitors or tablets to our liking) changes appearance and tone from the original colour. If you look at the same coloured toilet seat covers on the Sintesibagno website using two different monitors, you will realise that they may look like two different colours. To try to help you in choosing the colour of your toilet seat, we have published some in-depth articles on the subject on the blog. At this link [ CLIK HERE
] you will see the difference between European/normal white and Ideal Standard white; at this link [ CLIK HERE
] we help you see the difference between the most popular colours: champagne, mink, kashmir, buckskin and whisky; at this link [ CLIK HERE
] a look at the whisper colours (light blue, pink, grey, green) and the bright variants of blue, grey, brown and pomegranate; at this link [ CLIK HERE
] for the various shades of blue/blue (whisper blue/maldive, heraldic blue/marine, blueberry).
WHICH PAYMENTS ARE ENABLED?
. You will receive an order confirmation e-mail to confirm that your order has been successful. If you do not see it, it may have ended up in your SPAM
folder or you may have typed your e-mail address incorrectly when completing your order.
If you believe you have completed your order correctly but cannot find the order confirmation e-mail (except in the cases mentioned above), first check if your account has been credited and if so, send an e-mail to firstname.lastname@example.org
for verification by our staff.
For various reasons – on the interbank circuit or due to momentary connection problems – it may happen that the payment is not completed (authentication failed, expired card, insufficient funds, …). In this case – only if you have registered in your personal area – you will see an order with the words “Payment Not Confirmed” (see problems with credit card payments). In this case, even if an order number is assigned by the system, it is a null order and no charge will follow.
. Once the order has been correctly completed you will receive an email with the bank details on which to make the payment and the order number to be entered in the reason for the order. If you do not receive it, it may have ended up in your SPAM
folder or you may have typed your e-mail address incorrectly when completing your order. Shipment will take place after we have verified credit for the order.
CREDIT CARD PAYMENT PROBLEMS
It may happen that when you are making a payment by credit card and you are in the secure area of the payment services something goes wrong with their systems (connection problems, card unauthorisation, expired credit cards,….), and in this case you do not complete the order with payment. The system still generates an order number, but confirms it as PAYMENT NOT CONFIRMED
. You can see this in the chekout or if you have registered in the MY ORDERS area
, the order will be present, but marked as payment NOT CONFIRMED
In this situation, you will not receive an order confirmation e-mail at your e-mail address, unlike an order with successfully completed payment where you immediately receive an order confirmation e-mail.
These types of orders are cancelled within the following hours by the Sintesibagno operators.
Also check your credit card account / home banking / APP and once you have verified that this is indeed the case, you can proceed with a new order and start a new purchase procedure.
The transport costs are not specified in the product sheet because the Sintesibagno network ships all over the world and an endless table would be needed to navigate the site for the user. To view them, however, simply add the product to the cart (click on PURCHASE
), access the GO TO CART
where you can check how much they amount to by destination.
on the site to make purchases is NOT compulsory
. You can also make purchases as a ‘non-registered user’. In this case, once you click on PURCHASE, you will be offered three choices and you will choose Checkout Payment and you will arrive directly at the last screen of the order procedure where you will have to enter the data for shipping and issuing the fiscal document (consideration or invoice), and finally choose the payment method.
To have a more complete and lasting control of your order, you can register an account. Here the section “Why register on Sintesibagno.shop?
Also see: REGISTRATION TO THE SITE after having already completed th order
REGISTRATION TO THE WEBSITE and activation of PROFESSIONAL customer credential (plumber, builder, retailer, hotel, ...)
The professional customers
can, by registering on the site, obtain reserved discounts
for all purchases they make on the site.
The credentials activation procedure is NOT automatic
By carrying the REGISTRATION
you will receive an email with a summary of your account. You will have to reply to the email received or contact us by phone to proceed with the activation
as PRO customer of your position.
Without this step you will still be able to complete your orders but with the discount already indicated above and viewable online at the time of purchase.
See also (REGISTERING TO THE SITE after having already completed the order)
VAT ON PRODUCTS
The discounted prices you see on the site already include VAT calculated according to the country of destination of the shipment (OSS).
If you have registered as a company with a VAT number
, the system will show you the taxable amount and the VAT will be added at the end of the order before paymen
If you have registered as a company based in the European Community and have entered a correct VAT NUMBER, we can activate the option to purchase VAT EXEMPT art. 41. This procedure is not activated automatically, after you have made the registration
you must contact the Sintesibagno operators who will activate your customer card.
If a foreign company completes the order without first waiting for the credentials to be activated or for the VAT-free invoice to be issued, the order amount will be recalculated on the value of the product purchased as a manual order handling fee and a refund cannot be claimed thereafter.
Time-limited discount codes are often activated during the year that you can use when ordering. If there is any code active while you are browsing the site you will notice it because we advertise it as best we can. The codes are always words that you have to type in the appropriate boxes in the CART
or in the final CHECKOUT
mask. It is important that you write them exactly as they are indicated, respecting upper/lower case etc…
You can use them once you have clicked on PURCHASE and started the purchase process directly from the CHECKOUT/payment or better still from the CART
(where you will get a more obvious feedback on the same page). After clicking on buy, before proceeding to the final order step, go to the CART
(which is always useful for any online purchase) and there you will find the box/field: ‘Discount Coupon – Enter your coupon code if you have one
‘ where you will type in the code and then click on UPDATE CART TOTALS
and you will see the amount of the extra discount obtained.
ORDER DISPATCH SCHEDULES
READY FOR DELIVERY items
Order shipment times depend on whether or not the products are in READY FOR DELIVERY
in our warehouse. When the product is indicated on the website as “READY FOR DELIVERY
” the customer receives the shipment tracking within 48
h working days (depending on the amount of work and periods during the year). If you have special requirements, please contact us by e-mail
Items NOT IN READY FOR DELIVERY
If the products/orders are indicated on the site with delayed delivery – SHIPPING in 20/25 DAYS
– within 48
hours after ordering, you will receive an Order Confirmation Document indicating an estimated shipping date. Generally this date is widely anticipated because most products are always on backorder from the manufacturers. Rarely does it happen that items are shipped later than the estimated date, but it can happen for various reasons (damaged items delivered to our warehouse, delivery delays by suppliers, etc.). If you do not receive the trakking by the estimated date of dispatch, please contact the Sintesibagno operators to ask for an update on the estimated date.
ORDERS WITH MULTIPLE ITEMS SHIPPING/DELIVERY
If the order contains several items and even only one has a delayed delivery – SHIPPING 20/25 DAYS
– the processing/shipping will be timed according to that/those item(s). If you have special requirements please contact us for a possible different resolution.
COLLECTING IN VERBANIA
When ordering, you can select the DIRECT COLLECTION
option, which will exclude transport costs and give you the possibility to come directly to the shop/warehouse in Verbania to collect the product ordered on the site. You will be notified by e-mail when the material is ready for collection
If you appoint a carrier to collect and transport the goods instead of personally, you will be notified as soon as the order is placed in order to prepare suitable packaging.
AFTER HAVING PLACED AN ORDER
I WANT TO ADD ITEM TO AN ALREADY EXECUTED ORDER
In this case, you can place a second order including the additional items by choosing “COLLECT AT HOLDING SITE
” as the shipping method (THIS CHOICE EXCLUDES TRANSPORT CHARGES
). When placing an order, in the notes field, please indicate the order number ( previously order) to which this new one should be matched. You can also do this by replying to the order confirmation e-mail you will receive after placing the additional order.
SITE REGISTRATION > AFTER COMPLETING AN ORDE
If you have placed an order and only later decide to register, you will not be able to view or request
that the previously placed order be entered in ‘MY ORDERS
USERNAME AND PASSWORD - site/profile login an log aut
During registration, the system will ask you to enter a username and password which you will need in future to access your reserved area. When creating them, pay attention to the upper and lower case letters you use as the system considers them to be different.
However, you can retrieve your password via the e-mail address you entered during registration (on the LOGIN page click on RECOVER PASSWORD).
For privacy reasons, our operators cannot know your password, but only see your username and e-mail address.
To log in/access the site: if you are browsing from a computer/PC on any page you are on, at the top of the screen you will see the word LOG IN next to the multilingual navigation flags. Just click on it. You will see the Login screen and there enter your previously created credentials. If you are browsing in mobile with a smartphone, on each page there is a green bar under the Sintesibagno logo with three ICONS (lens – person – shopping cart), just click on the central icon representing the person/user and in the submenu you will see the word LOGIN, click on it and the Login screen will appear where you will enter the credentials previously created.
If you try to log in to the site and the system does not allow you to do so, you may be mistyping either the username or the password (note the difference between upper and lower case, as mentioned above).
It could also be that you are already logged in (you have already logged in with your credentials) and you don’t see it. If you are connected to the internet with a computer/PC to check this just look at the top of any page on the site (where there are also the multilingual navigation flags) and see if it says LOGIN (you still need to log in) or PROFILE (in which case you are already logged in). If you are browsing in mobile with a smartphone, on each page you will see a green bar under the Sintesibagno logo with three ICONS (lens – person – cart), simply click on the central one representing the person/user to check whether you are already logged in or have yet to enter your credentials.
To log off/disconnect: if you are navigating from a computer/PC on any page you are on, at the top right of the screen you will see the Sintesibagno logo and immediately below your USERNAME with the word LOGOUT next to it, just click on it to log out of the site. If, on the other hand, you are browsing in mobile with a smartphone, on each page you will see a green bar under the Sintesibagno logo with three ICONS (Lente-persona-carriage), just click on the central one depicting the person and in the submenu that opens you will find the LOGOUT function, which you need only click on to exit the site with your credentials.
ORDER PROCESSING AND SHIPMENT TRACKING (Tracking)
The paid order – unless you have chosen cash on delivery/cash on delivery – once ready will be handed over to the courier and shipped. You will receive an email – also viewable on the site in your area MY ORDERS
(only for those who had previously registered) – which you will find at the bottom of every page of the site), a tracking number to verify the territorial routing of your order. You will receive the same e-mail in addition to our address email@example.com
also by the courier company that is handling the shipment. It is important to follow the trakking of the parcel to check that there are no problems during the delivery procedure: wrong address, absent addressee, … in any case the delivery is not successful, you must report this by e-mail to firstname.lastname@example.org
and our operators will try to find a solution. If the parcel goes into storage and no one claims it, it will return to our warehouses after a few days and the increased transport costs will be charged to the customer.
MY ORDERS (carried out)
If you have placed an order WITHOUT REGISTRATION:
all communication between the SIntesibagno team and the customer is by e-mail.
Once you have completed your order on the site, you will receive an e-mail from the server in real time (if you have not received it, after checking the SPAM
box, please contact us to verify that the e-mail address you entered when ordering is correct) with its identification number where you will see all the contact and shipping information for the purchased items. MASTER DATA FOR SHIPPING
. It is important to check that they are correct to avoid problems later on with delivery. In the event of errors or lack of complete information you should forward the order email to email@example.com
and report additional info.
INFORMATION ON THE PRODUCT(S) YOU HAVE SELECTED AND PURCHASED
. It is important to check that the product corresponds to the one you have selected and not perhaps to another one added by mistake to your cart before confirming your order.
BANK DETAILS FOR PAYMENT BY BANK TRANSFER
. The bank details in case you have chosen BANK TRANSFER payment to proceed with the payment by entering the identification number in the reason for payment and which must be made before shipment.
. In the descriptive lines of the product(s) you will find the words READY FOR DELIVERY
or SHIPPING 20/25 DAYS
(already indicated on the site before the order is placed), which inform you of the processing times your order will take. Items in READY FOR DELIVERY
If the product(s) is in READY FOR DELIVERY
working hours, you will receive an email from the system stating the DELIVERY TERMS
of the shipment and the name of the courier to whom it was entrusted. This is except in cases where there are several items purchased and at least one of them has a delayed delivery (as indicated at the time of purchase)
Items NOT in READY FOR DELIVERY
If the product(s) is with delayed delivery – SHIPPING 20/25 DAYS
– you will receive within the next 48/72 hours
all relevant communications. An e-mail with the subject: “Sintesibagno.it document
” and a PDF
attached will give you further confirmation of the order placed on-line. Inside the document will be well highlighted the estimated date of SHIPPING
. The day the shipment is made, you will receive an e-mail from the system confirming that the order has been carried out, indicating the shipment and the name of the courier to whom it was entrusted.
If you have placed an order WITH REGISTRATION TO THE WEBSITE
: all communication between the Sintesibagno team and the customer will take place both by e-mail and in the reserved area MY ORDERS
(link site foot page).
The order management procedure is the same as above. You will receive the information by e-mail and it will be visible on the site in the reserved area MY ORDERS
(link site foot page).
The order, as you will see, will be processed within 48
hours and if the products ordered are in READY FOR DELIVERY
it will be processed and, in addition to the processing e-mail, you will find it in the reserved area as invoiced and therefore processed with the courier traking.
If the order contains products/items with delayed delivery – SHIPPING 20/25 DAYS
– in addition to the order confirmation e-mail you will also see it in the section of the site where you will see the expected shipping date indicated in the descriptive lines of the order itself. When it is dispatched, the procedure will be the same as that just described for READY FOR DELIVERY
AFTER HAVE RECEIVED AN ORDER
MOUNTING A TOILET SEAT COVER
We have a dedicated section illustrating the fitting of toilet seats according to the type of hinge.
Go to the following link to find out which type of fitting to adopt [ CLIK HERE ]
Please note. Some customers contact us because the toilet seat is shorter than the toilet bowl! Make sure first of all, when fitting the seat, that you have adjusted (rotated the discs 180° if they are already fitted on the hinge) or correctly fitted the eccentric fixing plates/disks in a position outside the contour of the toilet seat. In this connection we recommend the following link [ CLIK HERE ] where you can see how with metal hinges the toilet seat can achieve different lengths and also different centre distances.
Also very useful are these insights you can find on the Sintesibagno blog:
How to fit a thermoset toilet seat (types of fixing from above/expansion/plug/losange)
How to assemble a covered wooden toilet seat with stainless steel hinges
The expansion fitting (dowel or lozenge) for toilet seats
Come si monta un copriwater in legno con cerniere regolabili già premontate
CLEANING AND MAINTENANCE OF A TOILET SEAT
1. Clean (lid and hinges) regularly with warm water and mild detergents and dry
once finished. (Cleaning products that have been used in the bathroom in recent years have achieved incredible cleaning capabilities, but if left on metal parts even overnight, the chemical reaction will damage them irreparably (they will then be speckled and rust-like).
2. The manufacturers recommend NOT using abrasive or chlorine or acid-containing cleaning products
(this recommendation may be superfluous because we understand from many years in the profession that most customers are already aware of this. But the manufacturers rightly emphasise it anyway).
using aggressive detergents to clean the inside of the toilet (note not the toilet lid) it is recommended to leave the seat and lid up
. The fumes from the chemicals could alter the appearance of your seat, and oxidise (a rust-like effect appears and the metal turns from shiny to dull) the hinges or slow-closing devices.
INCOMING ARTICLES CONTROL
Integrity check of received articles
. It is obligatory, upon receipt of the products, to check – within a maximum of 48 hours
– that there is no damage to them caused by inexperience on the part of the transporters.
PRODUCT RETURN with REFUND
Returns within the terms of the regulations in force are always permitted.
Transport costs are always borne by the purchaser, with some exceptions that we will see shortly, so in the event of a return you will only be reimbursed the value of the product using the payment method you used when ordering: credit card transfer, bank transfer (if you used it to pay for the order) and cash on delivery. You will have to communicate by e-mail to firstname.lastname@example.org
your Bank IBAN. The refund time is 15 working days.
How to proceed with the return? Send an e-mail to email@example.com
informing us that you wish to return the purchased product, taking care to include your details and the order number you refer to.
Return by customer
Once you have received an acknowledgement of receipt from Sintesibagno’s operators, you may return the package you have received (to be accepted, the return must be returned to our warehouse in its original packaging and boxed in the same way you received it to avoid breakage during transport) to the address you will find on the website. Inside the box you will insert a document that allows you to know who sent the parcel. The refund will be the amount given by the difference between the total amount paid when ordering minus the transport costs to ship it to you.
Return by Sintesibagno
Or, after receiving a reply to the e-mail as in the previous case, you can ask Sintesibagno to handle the return. As in the previous case, you will pack the product in its original packaging, insert a document in the box that identifies you as the customer and once the package is ready you will communicate it. Sintesibagno will instruct the courier to make the collection. Once the product has been received in the warehouse and checked for correspondence and integrity, a refund will be made within the terms indicated above. The refund will be the amount given by the difference between the total amount paid at the time of the order minus the transport costs to send it to you and return it.
I USED THE SINTESIBAGNO TOILET COVER RECOGNITION SERVICE
Have you ordered a toilet seat using our toilet seat recognition/identification service
? In this case, as specified, we take full responsibility. If for any reason the product does not fit your sanitary ware, we will handle the exchange or return with no charge. Clearly, this is only guaranteed for technical or dimensional issues. A return motivated by personal issues such as: I no longer need it, the previous model was slightly different, … will not be covered by the full refund guarantee. Please write an email to firstname.lastname@example.org
explaining the matter, Sintesibagno operators will handle it and contact you.
I HAVE RECEIVED THE WRONG ARTICLE WITH RESPECT TO THE ORDER
During order processing there was a product shipment error on the part of the Sintesibagno operators (fortunately this happens very rarely), you ordered product A and received product B. Again, we take responsibility for handling the exchange. We will send the courier to collect the parcel containing the wrong item and once it has been returned, we will proceed to dispatch the correct product. Please send an e-mail to email@example.com
explaining the matter, the Sintesibagno operators will handle it and contact you.
I PLACED THE WRONG ORDER > CHANGE PRODUCT
have ordered the wrong model of toilet seat, please send an e-mail to firstname.lastname@example.org
indicating the order number and attaching the pictures of the toilet seat you are looking for (see TOILET SEAT RECOGNITION
by Sintesibagno). You will receive in reply a link to the toilet seat model you need and a link to a form to fill in with your data and manage any extra or difference charges. Once completed and sent, the Sintesibagno operators will reply to you with an e-mail containing the amount to be paid, if any. When you receive it, you can proceed with the payment and activate the procedure (as soon as you have made the payment, please inform us by e-mail that the payment has been made
). The operators will activate the return procedure and inform you how to proceed. Once the product has been returned (for the return to be accepted, it must be returned to our warehouse in its original packaging and boxed using the same procedure you received it in to avoid breakage during transport
) and checked, the correct product will be prepared and then sent.
I HAVE RECEIVED A DAMAGED ARTICLE (and I had insured it)
In this case, a digital photograph of the product must be taken showing the damage suffered by the item. The image should be sent to the email email@example.com
with any comments or descriptive notes. Our staff will reply to you about this and how to proceed.