Shipping & Order

About Order

  • Normally, our prices already include taxes, duties, and shipping fees, so you don't need to pay anything extra.
  • However, for certain European countries, our prices do not include taxes, duties, or shipping fees. If you are located in one of these countries, please contact us before placing your order for a detailed quote.
  • Please keep your contact information valid and unobstructed. We will update you on the status of the order during the delivery of the order (this includes confirmation of product drawings, logistics information, etc.)

Order Cancellation

  • We are made to order. Due to the unique nature of our products, for furniture orders, if you need to cancel or change your order after payment, please contact us within 24 hours of placing the order.
  • The platform deducts a 5% processing fee from the total amount at the moment your order is placed. Even if we issue a refund to you, this fee is non-refundable to us. Therefore, for cancellations made within 24 hours of order placement, we will deduct a 5% processing fee from your refund.
  • For cancellations made after 24 hours, and after the drawing information and layout have been sent for your confirmation, a 10% fee will apply.
  • Once the order has been confirmed and entered into production, we regret that we cannot accept any cancellations.
  • For marble crafts, cancellations made before shipment will be subject to a 5% processing fee. Once the item has been shipped, cancellations cannot be accepted.

Order Changes

For any order that needs to be changed, you can contact us to change it when the order has not been shipped. For orders that have been shipped, I am sorry that we cannot change the information for you, so please check your order information carefully when placing an order (product size, color, delivery address, contact information, etc.)

After Receiving Your Order

If you have any questions about the order after receiving the order, please contact us within 7 days after receiving the package. We will not be able to deal with the problem for you after 7 days. Please note that before contacting our customer service team, please do not return or refuse your product directly, otherwise we will not be able to process any refund request for you.

About Shipping

  • Please note that for furniture orders, dining tables/side tables/coffee tables/console tables, etc., I am sorry that we do not currently offer white-glove service. The truck driver is only responsible for transporting the packages to the nearest road accessible by the truck to your address. (Whether the road is accessible will depend on the actual size of the truck.) That is curbside delivery.
  • For the unloading of the package from the truck, as well as the subsequent process of moving it indoors and installation, will need to be completed by the customer. So please prepare tools such as unloading and unpacking in advance (forklift, scissors, screwdriver or drill screw gun). And the driver will contact you in advance before delivery to discuss the specific delivery time.
  • For furniture orders such as coffee tables/side tables/entrance tables/dining tables, please make sure that your address information can receive the package. Once the package is sent out, if you need to change the address, you will incur address change fees, which will be borne by the customer!

About Shipping Time

  • For small products such as marble trays, we need 2-3 working days to prepare your order after receiving your order, and the delivery time is 1-3 weeks.
  • For large products such as dining table/coffee table/side table, due to the size and weight of the product, the production time of the product will take 4-7 weeks, and the package will be shipped by sea+truck, which will take about 5-9 weeks. Please note that the delivery time may vary in different regions/products. If you need a more accurate delivery time or have requirements for delivery time, please send us an email to contact us.
  • You can find the information about current delivery time for each product in its product description. Please note that the delivery time stated on the website is preliminary. Occasionally delays can occur due to traffic, weather, breakdowns and other unforeseen circumstances. In that case, Fanstonefurniture will notify you as soon as possible.

About Package Tracking

  • For craft products such as marble trays, our system will send you an email with a tracking number and an inquiry link after the package is sent out. You can use this tracking number to check the logistics status of your package
  • For furniture products such as dining table/coffee table/side table, we will transport your package by sea + truck. After the package is sent, we will inform you of the package tracking number and trucking information

About the Package Being Damaged During Delivery

  • First of all, please check the status of your package when the driver delivers it to you. If you find that the appearance of your package is damaged, please write on the receipt: Damaged, and your signature and driver's signature information are required. Then send us pictures. In this case, please be careful not to refuse the package, otherwise we will not be able to deal with the problem for you.
  • Please contact us as soon as possible after receiving the package, we will provide you with a solution. If no questions are asked at this time, the furniture will be considered fully accepted.

About Lost Packages

Please be aware that there is a difference between a parcel that is lost in transit and a parcel that is missing after it has been marked "Delivered" by the courier. If a parcel has been marked as delivered but you cannot find it, we are unable to do anything. We cannot issue a refund or send a replacement, and we cannot file a claim for a parcel that has been marked as delivered. We recommend you check at an alternate entrance to your domicile, at a neighbor's house or apartment, or at the front desk of your apartment complex or place of business to see if the parcel has simply been misdelivered. If the parcel is not in one of those locations, please contact the courier to see if they can help locate your parcel.

Custom-Made Products & EU Right of Withdrawal

All furniture orders placed with FanstoneFurniture are made to order based on your selected specifications. We do not hold pre-manufactured stock.

Upon receiving your order, we will provide you with a layout drawing or stone veining plan for your confirmation before production begins. Production will only commence after your final approval.

Each piece of natural stone is unique in its veining, color variations, and texture. These are inherent characteristics of genuine natural stone and do not constitute defects.

In accordance with Article 16(c) of Directive 2011/83/EU, the statutory 14-day right of withdrawal does not apply to our furniture products because all furniture orders are:

Made-to-order: Produced specifically for you after order confirmation, based on your specifications

Customized: Based on your individual selection of dimensions, finishes, stone type, and other specifications

Non-reproducible: Each natural stone slab has unique veining, color variations, and texture, making every finished piece one-of-a-kind and not suitable for resale to another customer

Therefore, furniture orders cannot be canceled, returned, or refunded once order confirmation and stone selection have been finalized.

This exemption applies regardless of whether production has commenced, as affirmed by the Court of Justice of the European Union (Case C-529/19, Möbel Kraft).

By placing an order, you acknowledge and agree to the above terms.