FAQ

ORDER & PAYMENT

Which payment methods are available?

We accept PayPal, EPS online banking, and major credit and debit cards, including Visa, Mastercard, and American Express.

What happens after I place an order?

Once your payment has been completed, you will receive an order confirmation by email. We will then carefully prepare your purchase for dispatch. As soon as your order has been handed over to our shipping partner, you will receive an email with shipping and tracking details.

I haven't received an order confirmation. What should I do?

Please check your spam or junk folder first. If you cannot find your confirmation, please contact us at shop@beletage.com. We will be happy to assist you.

Can I cancel or withdraw from my order?

If you are a consumer, you generally have the right to withdraw from an online purchase within 14 days of receiving your order, without giving a reason. This right does not apply to business customers.

The costs of return shipping are the responsibility of the buyer.

As our collection includes rare, valuable, and delicate objects, we recommend contacting us before arranging a return so that we can advise on appropriate packaging and insured transport.

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For further information about your statutory withdrawal rights and any applicable exceptions, please refer to our Terms & Conditions and Withdrawal Policy.

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TERMS & CONDITIONS

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WITHDRAWAL FORM

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PACKAGING & SHIPPING

How can I track my shipment?

Once your order has been dispatched, you will receive an email containing a tracking link, allowing you to follow the progress of your delivery.

Can I change my delivery address after placing an order?

If you need to change your delivery address, please contact us at shop@beletage.com as soon as possible, ideally within 24 hours of placing your order.

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We will do our best to accommodate your request. However, once your order has been dispatched, changes may no longer be possible.

How are the objects packaged?

Each object is carefully packaged with particular attention to its individual characteristics, age, and fragility.

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Whenever possible, we use recycled packaging materials. Larger objects and furniture may require individually designed packaging and specialist transport arrangements, which we are happy to organise upon request.

Please contact us at shop@beletage.com for further information.

How is shipping arranged?

All objects are carefully packaged and shipped with appropriate insurance coverage. Depending on the destination and the nature of the object, we work with DHL, Austrian Post, or specialised freight carriers.

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Furniture and particularly delicate or valuable objects may require individual shipping arrangements.

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We ship to Austria, selected European countries, and certain destinations outside the European Union. For destinations not available at checkout, please contact us at shop@beletage.com.

How long does shipping take?

Estimated delivery times after dispatch:

• Austria: approximately 5 business days

• Germany: approximately 5–10 business days

• Other European destinations: approximately 10–15 business days

• Other international destinations: Please contact us for an individual estimate.

These delivery times are estimates and may vary depending on the destination and shipping provider. Larger objects and furniture may require additional time and individual arrangements.

Are there additional customs duties or taxes?

For deliveries within the European Union, no customs duties generally apply.

For shipments to countries outside the EU, additional customs duties, import taxes, or handling fees may apply. These charges are the responsibility of the buyer and depend on the regulations of the destination country.

What if my object arrives damaged?

We take great care to ensure that every object is professionally and securely packaged and transported by reliable shipping partners.

Should an object nevertheless arrive damaged, please contact us as soon as possible at shop@beletage.com.

We recommend documenting any visible damage to the packaging or object with photographs and retaining the original packaging. If the parcel is visibly damaged upon delivery, please inform the carrier immediately.

Your statutory consumer rights remain unaffected.

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GENERAL QUESTIONS

Are all objects offered by bel etage authentic antiques and original works?

Yes. Authenticity, quality, and historical significance are at the heart of our collection.

Every object offered by bel etage is carefully selected and examined by Wolfgang Bauer, the gallery's founder and an experienced specialist in Viennese design and decorative arts of the 20th century.

Drawing on decades of expertise and in-depth knowledge of the field, we stand behind the authenticity and originality of the objects we offer.

Why might the colours or condition of an object differ slightly from the photographs?

We make every effort to represent our objects as accurately as possible. However, colours may vary slightly depending on individual screen settings and lighting conditions.

As our collection consists of antique and historical objects, minor signs of age, use, and natural wear may be present. These characteristics are part of an object's history and individual character.

Age-related characteristics that have been accurately described or disclosed are not considered defects solely because they reflect the object's age or previous use. This does not affect your statutory warranty rights.

We are always happy to provide additional detailed photographs, videos, or information about an object's condition upon request.

Do you provide a certificate of authenticity?

Yes. Every object purchased from bel etage is accompanied by a certificate of authenticity issued by the gallery.

Can I request additional information about an object?

Of course. We are happy to provide further information about an object's history, provenance, condition, dimensions, and materials, as well as additional photographs or videos. Please contact us at shop@beletage.com.

Can I view an object before purchasing?

We would be delighted to welcome you to our gallery in Vienna.

If you would like to view a particular object in person, please contact us in advance so that we can arrange an appointment.

Returns or exchanges - how does it work?

As each object in our collection is unique, we do not offer voluntary exchanges or returns beyond statutory requirements.

Consumers purchasing online generally have the right to withdraw from their purchase within 14 days of receiving their order, where applicable.

The direct costs of return shipping are borne by the customer. Due to the delicate and often irreplaceable nature of our objects, we recommend contacting us before arranging a return so that suitable packaging and transport can be discussed.

For full details, please refer to our Terms & Conditions and Withdrawal Policy, or contact us at shop@beletage.com.

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TERMS & CONDITIONS

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WITHDRAWAL FORM

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