Welcome to Ciana Help Center
Frequently Asked questions
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General Orders FAQ
We would love to work with you on a partial or fully custom piece! For customization options, please contact our CIANA custom team. It is important to note that customized products may increase the price and production time and will be ineligible for return.
If your order was placed through our website, sign in to your online account to view your order status. If you placed your order through our customer service team, please contact our customer service team to check the status of your order.
We take pride in our work and we aim to build pieces that will stand the test of time. If any issues arise, please contact us as soon as possible so that we can do our best to take care of you.
We accept all major credit cards for payment. At this time, checks are not accepted as payment for merchandise.
General Shipping FAQ
Just like you, we cannot wait for you to incorporate your CIANA fixture into your space! As a boutique product, your fixture will not begin to be built until you purchase your item. Right now, our current delivery timeline is anywhere from 10-12 weeks. We will send you an email when your order has shipped so that you have a delivery date in mind.
Once your order has been built, we will send you a shipping confirmation with tracking information. Orders sent via UPS or FedEx average 4-10 business days once they leave our warehouse. Please keep in mind that shipment times can be affected by the carrier and inclement weather conditions.
If you have a question about a specific item or location, you are welcome to contact us at [email protected] and we can help you estimate the time for delivery.
Please log into your account through the CIANA website or contact us at [email protected] for questions regarding your order status, or to inquire on lead times for a specific item.
You will receive an automated email with a tracking number on items that are shipping via UPS and FedEx once your order has left our warehouse.
General Returns FAQ
For the fairest evaluation, we feel that a 30-day window is sufficient in determining if the fixture is right for your space. If you foresee that your project will require more time before making this assessment, please let us know before purchasing your product.
For the greatest success and ease in your return process, please have your return request submitted within 30 days from the date of the original purchase. Please call us (at (385)378-5007) or send us an email (at [email protected]) and we will get back to you as soon as possible.
Your receipt or order number helps us locate your purchase quickly. If you don’t have a receipt, we should be able to find the purchase in other ways, but we may ask you for more information so we can better assist with your request. If no record of sale is available and we choose to provide a refund, your identification will be required to process the return at the current listed price on CIANA Home Gift Card.
To allow us to file a claim with the delivery service company, shipment damages should be reported to [email protected] within 48 hours of the package arriving.
