FAQ

Most Important Questions

How do I place an order?
FAIRYTALE’s products can be purchased through us directly by contacting one of our Sales & Product Specialists. Please email us at info@the-fairytale.com and we will find the closest Representative. You may also call us at +351 910 065 433(Europe) or +351 910 065 621 (Europe) to speak directly to a Sales & Product Specialist.
 
Where can I buy FAIRYTALE products?
Fairytale is available through fine retailers worldwide. Please let us know your location by sending us an email to info@the-fairytale.com and we will be glad to provide you information about a retailer near you. You can purchase us directly by contacting one of our Sales & Product Specialists. All pieces are made to order. Please email us at info@the-fairytale.com and we will find the best available representative.
 
When will my order be shipped? When will it arrive?
Once the order has completed production and all remaining balances are paid, your pieces will be shipped at the earliest convenience. The delivery times may vary depending on the destination country and the shipping options you choose. You will receive an e-mail confirmation once your order has been shipped with shipping details.
 
What shipping options do you offer?
If you wish you can schedule the transport from our facilities to the desired location. If you prefer we can help you through the process and find the best available transport option for you. In this case, we will be delighted to assist you and clarify any question during the transport period. Please make sure that the shipping address is correct, as we're unable to redirect orders once they are on their way to the destination. Although, if you choose to select the transportation company by yourself we don’t take any responsibility for anything related to this matter.
 
How do I know the status of my order? 
If at any time during your order you would like to know the status, please consult your Sales & Product Specialist and they will provide you with the appropriate information.
 
Can the pieces be modified?
Yes, custom or bespoke orders are accepted, however Fairytale reserves the right to deny certain customizations. Custom orders may be subject to a customization fee or special pricing based on the extent of the modifications. Customs fees are determined on a case-by-case basis, at which time the Buyer will be notified of any additional fees. Custom pieces are also subject to an extended lead time, based on the extent of the modifications. Custom orders are not returnable under any circumstances. If a custom order is received incorrectly produced (i.e.: wrong finish) Private Label reserves the right to reproduce or repair the current merchandise prior discussing a return. All custom order returns due to production issues will be handled on a case-by-case basis. 
 
Where are the products made and where is your headquarters?
Fairytale’s facilities are located in Northern Portugal, a country full of historic marks and the most beautiful landscapes. All of the products are handmade by a team of wise and highly skilled craftsmen.
 
What’s the lead time?
Production time is between 8 to 10 weeks (delivery time is not included).
Exceptionally for the custom products, the lead time is between 10 to 12 weeks.
 
Are the bulbs included?
Fairytale sends the recommended bulbs in all the fixtures except for the USA.
 
Are the fixture LEDs compatible?
Yes, all our bulb holders are compatible with LED bulbs. Please check which type it is. 
 
Can I change or amend my order once it has been placed?
In case of your order is a custom piece once we start production it cannot be altered. For standard pieces, it depends on a case-by-case basis. You should contact Fairytale and expose all the details on your request and it will be evaluated.
 
What are my payment options?
To purchase Fairytale’s products you only can use Wire Transfers. For Wire Transfers your Sales & Product Specialist will provide you with the necessary bank details. 

Do you have a minimum order?
No, Fairytale has no minimum orders.
 
Are all prices ex-VAT?
All our prices are tax-free so they do not include the VAT. Only registered professionals inside EU don’t pay VAT.
 
What are the standard pricing and payment terms?
Fairytale requires a 40% deposit to begin the order, and the final balance plus shipping costs must be collected before shipping. Orders are not cancellable after the first payment in any circumstance. 

Can I choose the currency I’m paying in?
The currency will be stated on your invoice. We only accept USD and Euro payments.

When am I billed?
A 40% payment is needed to begin production. A 60% balance plus shipping cost are due prior to factory departure.
 
Is my personal information kept private?
Yes, your information is only used for our company’s marketing tools.
 
What is the difference between “order date” and “ship date”?
The order date will be the day Fairytale receives your 40% deposit and place the order with our production team. The ship date will be once your order is completed and we received the 60% remaining balance plus shipping costs.
 
Is my package insured and do I need to sign for my order?
This all depends on the carrier you choose to use. If you will be using one of our selected carriers, then we will arrange for your items to be insured. Also, our selected carriers will contact you to schedule a delivery date and require a signature upon delivery at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not, you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Private Label and transfer of responsibility in the same way.
 
What countries do you ship to?
Fairytale ships worldwide. We sell our pieces all over the world and provide help with the transportation. We work closely with our shipping partners to minimize the potential impact of custom delays on our overseas customers.
 
What happens if I am not in when the parcel arrives?
We require all of our pieces to be signed for upon delivery. The carrier should correspond with you a delivery appointment so that you will be there to receive.
 
What is your return/exchange policy?
All goods are custom made to order specifications. There are no returns or exchanges. If there is an issue with your order and you report this within 48 hours we can work with you to repair or replace your piece, but we do not accept returns or exchanges. The refusal of damaged merchandise in no way relieves the purchaser of responsibility for payment of goods.
 
Do you offer a repairs service?
Our complimentary repairs service will analyse case by case. All claims for freight damage must be made within these 48 hours of receipt. Fairytale will not accept any claim on merchandise after this period. Signature of receipt by the Client’s agent or employee constitutes full acceptance of all packages stated on the bill of lading or electronic clipboard in undamaged condition. 
 
How long is the product's warranty?
There are no warranties with our products. When issues arise, Fairytale reserves the right to determine whether a replacement or repair is most appropriate.
 
Do you accept new agents, what do I have to do?
Fairytale is currently accepting new agents worldwide. In order to become one, you need to get in contact with us at info@the-fairytale.com, explain your interest in representing Fairytale in your market and agree to accept our terms and conditions available on our website for consultation.
 
What are the Fairytale’s customer responsibilities during product selection and ordering?
Fairytale will provide exact dimensions and/or design drawing for bespoke lighting orders (custom projects), or approve drawings by the company prior to production, ensure scale and fit for the application. Afterwards, we will provide the Client with a written P.O. (purchase order) with complete specifications to initiate production of lighting in a timely manner. During production, Fairytale will inform the ultimate client of accurate lead times and status of orders as production proceeds.
 
Important information
Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum. We work closely with our shipping partner to minimize the potential impact of custom delays on our international customers.