FAQ
ORDER & PRODUCT FAQ
How do I place an order?
To place an order, please contact Emotional Brands Account Managers at bussiness@emotionalbrands.com.pt
Where can I buy Ottiu products?
Emotional Brands’ Account Managers can guide you through the decision-making process via phone, WhatsApp, or email. Our pieces are also available at 1stdibs, MOM, and Pamono.
I saw a piece of furniture in a magazine that I liked, how can I find more information on it?
Please contact us at info@emotionalbrands.com.pt with the magazine’s name, month, and page number. If necessary, describe the piece you are interested in or send us a print screen, and our team will promptly reply to your reques
Can the pieces be customized?
We provide customization for our products, including sizes, materials, and colors, to align perfectly with your project requirements. Be aware that some customizations may raise the cost of parts, particularly if they affect technical development or involve premium materials.
PRICES & DISCOUNTS FAQ
What are my payment options?
Payments must be made via bank transfer.
Do you offer discounts for professionals?
Yes, we offer special discounts for professionals, showrooms, contracts, and hospitality projects. For more details, contact our sales team at business@emotionalbrands.com.pt.
All the prices are ex-VAT?
Yes, VAT is not included in the prices. The legal tax will be added where applicable.
PRODUCTION & ORDER FAQ
Where are your headquarters based? And the production?
Both our headquarters and production facilities are located in Porto, a historic city in Northern Portugal
Do you keep stock?
Emotional Brands follows a made-to-order approach and does not maintain stock on hand. However, in certain exceptional cases, we may be able to offer immediate availability. If you would like to inquire about this possibility, please feel free to reach out to your Account Manager for the stock list.
How do I know if my order has been received?
After placing your order, you will receive a confirmation email with further details on how to proceed
What is the lead-time of production?
The standard production time is between 10 to 12 working weeks. Delivery time is not included.
What’s the lead-time for customized pieces?
The typical delivery timeframe for our products is between 10 to 12 weeks, though this may vary based on the level of customization and complexity involved. For larger orders, we are happy to discuss and negotiate a specific delivery timeline that meets your needs
What is the status of my order? How do I track my order?
You can check the status of your order by emailing us at customercare@emotionalbrands.com.pt or your Account Manager directly, and we will also provide updates.
What are the benefits of being an agent?
We offer a range of exclusive benefits designed to support you. With special trade discounts and personalized assistance for your marketing and sales efforts, we aim to make your journey smoother and more rewarding. You’ll also receive co-branded promotional materials and priority access to our latest collections, allowing you to stand out in the competitive luxury market. Furthermore, by joining our global network of luxury design professionals, you’ll have the opportunity to enhance your portfolio with unique, handcrafted pieces that truly resonate with high-end clientele.
SHIPMENT FAQ
Do you ship overseas?
Yes, Emotional Brands ships pieces worldwide and assists with transportation. Note that transportation costs and insurance are not included in the product price.
Can I change or amend my order once it has been placed?
For custom pieces, no changes can be made once production has started. For standard pieces, amendments are evaluated on a case-by-case basis. Please contact us with all details of your request.
When does the production start?
Production begins once we receive confirmation of the initial 50% payment and the signed Finishes Sheet, confirming which materials, finishes, and dimensions have been selected.
How do I know that my order has been shipped?
We will request the balance payment three days before shipping your order. As soon as the pieces are shipped, we will inform you of the transportation company’s contact details.
When will my order ship? When will it arrive?
Can I change my shipping address after my order has been dispatched?
Once dispatched, the order is no longer our responsibility. You will need to contact the transportation company directly.
Will I receive all the items in my order at the same time?
We usually ship all pieces of the same order together. However, we can ship them separately upon request.
Is my package insured and do I need to sign for my order?
If Emotional Brands arranges transportation, you can be assured that your package will be insured. Should you opt to arrange your transport, we kindly recommend securing insurance for your peace of mind. While a signature is not mandatory, please feel free to request one if it aligns with your preferences.
What happens if I am not in when the parcel arrives?
We will provide you with all necessary details after dispatch. We also request a secondary contact person in case you are unavailable at the time of delivery.
WARANTIES & POST SALES FAQ
What is your return/exchange policy?
No returns will be accepted without written consent from Emotional Brands. Unauthorized returns will be refused at the customer’s expense. For authorized returns, we will provide all necessary information.
How do you proceed if the pieces arrive damaged to the final destination?
When receiving the pieces, you should check for any apparent damage inflicted on the packaging box and materials. Any piece’s damage should be communicated during the first 48 hours after receiving the order. The photographic evidence of the damages should be sent by email to customer@emotionalbrands.com.pt.
Do you offer a repairs service?
Yes, if the product has been used correctly and suffers damage, we will take responsibility for repairs.
How can I clean my product?
Please contact our Customer Care team for the specific care and maintenance guide for the respective product
DATA & MARKETING FAQ
Can I be informed about new products or special promotions?
By subscribing to our newsletter, you will receive updates on new products and special promotions. You can subscribe through our website.
Can I unsubscribe from your mailing list?
Yes, you can unsubscribe at any time through the link provided in our newsletters or by contacting us directly.
Is my personal information kept private?
We understand how important your personal information is, and we want to assure you that it is used solely by Emotional Brands to communicate with you about our products and promotions. Your trust means a lot to us, and we will never share your information with third parties
Color Disclaimer
We try present our colors and/or finishes as closely possible to the final product, but with variations in screen monitors and digital the representation is not always 100% accurate. Because of that we can’t guarantee an exact match in colors and finishes shown on our website and brochures to the final product. Even with samples colors may vary in different batches.
