Fermob USA HELP TOPICS + FAQ’s

 

These policies are for Consumer purchases and do not apply to Trade accounts.

For help with additional questions, please Contact Us!

 

Ordering FAQ's

 

Where does Fermob come from? 

Fermob is a French company based in Thoissey, France. We import containers of our products from France to our US Headquarters & Warehouse based north of Atlanta, Georgia. Your order will ship from Georgia.

 

When will my items be available? 

If your items are in stock, they will be available to ship within 3-5 business days from order placement.
If your items are in process with the factory, we will email you with the most up to date estimated ship date at time of order placement.
If your items need to be manufactured in France, the estimated lead time is approximately 18 weeks at this time. Please keep in mind that we may be affected by unexpected international supply chain issues that can cause delays.

 

What if one of my items is out of stock or delayed? 

We offer one free truck delivery. Your order will ship together once everything has been received in our US warehouse.
If all of your items are able to ship UPS Ground, they will ship as available.

 

What payment methods are available? 

We accept Mastercard, Visa and American Express.

 

How can I check my order status? 

You can check your order status is your account, located here. 

 

Can I return or exchange an item? 

We offer a 15-day return period. Click here for more details. 

 

How do I contact Fermob if I have questions or need help placing an order? 

You may reach us by filling out our Contact Us Form or by emailing us at customerservice@fermobusa.com. Our goal is to respond to all messages within 2 business days.

 

Will I have to pay sales tax on my order? 

Yes, orders delivered to Georgia, California, New York, Colorado, Florida, Illinois, Massachusetts, New Jersey, Texas, Virgina and Washington will have taxes added.

 

Do your products ever go on sale?  

We do not offer discounts on our products.

 

Do you offer services for designers or commercial clients? 

Yes! We offer trade discounts to tax-exempt businesses with a resale certificate. Complete this form to get started.

 

Who do I contact if I’m having problems viewing your website? 

We are sorry for the inconvenience. Please email us with the issues you are experiencing at customerservice@fermobusa.com.

Product FAQ's

 

What does "Fermob" mean? 

“Ferrous” means “iron” and “mobilier” is French for “furniture”. Shorten each word and you get Fer+mob (iron furniture).

 

I live near the ocean, what types of products should I purchase?  

We highly recommend aluminum products for use in coastal, humid and salty-air environments as aluminum does not rust. Steel products are not recommended for coastal or poolside use as they will eventually rust. The speed of rust development depends on the environment and care given.

 

How can I see all of the available colors? 

Click here to see our digital color chart. We will be happy to mail you a physical color swatch card - simply fill out this form.

 

Can I buy Fermob at a store? 

Yes! We have a network of amazing "partner" stores across the country. Click here to find a local store to support near you.

 

What kind of material does Fermob use? 

For its furniture, Fermob chooses to use metal (steel or aluminum) for its incredible versatility. The metals we use are top-grade steel and aluminum. Fermob furniture can be either exclusively metal or a combination of metal and OTF (outdoor technical fabric, a type of PVC-coated polyester), woven polymer (Sixties), or outdoor fabrics in conjunction with top-quality renowned suppliers such as Ferrari and Dickson.

 

Is it okay to leave Fermob outside? 

Yes! Fermob furniture is meant to live outdoors. The paint used is a 100% polyester, anti-UV powder paint, subject to standard tests for baking, hardness, resistance to scratches and corrosion. It is applied electrostatically to the furniture for optimal coverage, and then baked at a very high temperature.

 

How do I care for my Fermob products? 

Clean metal surfaces when debris builds up. Bird droppings, sap, leaves (organic substances) and other potentially corrosive substances should be cleaned as soon as noticed.

To clean, use a gentle, naturally based all-purpose cleaner (or a mild dish soap) and a smooth cloth or sponge. Gently dust beforehand to avoid scratches due to existing rough particles. You can also occasionally use a bit of pure mineral oil to give your Fermob a clear coat that will both brighten and provide a gentle seal of protection.

Many Fermob designs are constructed of Steel. Treat these pieces like you would a car. Steel will rust once the outer paint layers are compromised or scratched through. If this occurs you may order a paint pen (to fill nicks and scratches), or a spray can (to cover larger areas). Keep in mind that by the nature of the material, Steel rusts. The timing will depend on the care and environment (humid or salty air speeds up this process).

Never leave your Fermob under a cover or non-breathing material such as a tarp. This will promote the deterioration of the finish. Fermob is happiest out in the open or stored away in a dry location with good air circulation.

Damages can begin at the base/feet. If you notice rubber feet missing from your tables or chairs, you may purchase replacements on our website by clicking here. If you do not see the part you need, email customerservice@fermobusa.com with a photo.

 

Is there a warranty? 

Yes! Fermob products have a 2 or 3 year structural warranty. To see the full details, click here.

 

Is Fermob sustainable and earth-friendly? 

Absolutely! Fermob furniture is designed to live outdoors, and is made using materials and processes that respect the environment. Environmental concerns have always been at the heart of the design and aesthetic qualities of Fermob’s creations.

We are dedicated to continually improving our environmental impact. Some examples include saving materials, limiting waste, reducing energy output, and reducing water use.

We also chose to use metal as our primary material of choice as approximately 98% of all iron and aluminum is now recycled worldwide. This means that Fermob can guarantee that its furniture is fully recyclable – and recycled.

We have earned Gold Exemplary Status with the Sustainable Furnishings Council.

 

Where can I recycle my products? 

Fermob furniture can be recycled at your local recycling center.

 

Who do I contact if I have a problem with my furniture? 

Please email us at CustomerService@fermobusa.com with images of your products and original purchase receipt so that we may assist you.

 

Shipping & Handling FAQ's

 

When will my order ship? 

In-stock items normally ship from our warehouse within 3-5 business days from time of order placement.

 

How long does delivery take? 

Transit times vary based on your location, carrier volume and time of year. Transit time to the West Coast is typically 5-7 business days & 3-5 business days for East Coast locations.

 

How do I track my order? 

A tracking email will be sent to your email address once your items ship. You can also track information for your order inside your account.
The format of our emails usually provides the name of the Carrier and their Pro #. Simply search the web for the name of the Carrier. Once the carrier’s website, plug in the Pro # to see the latest tracking information.

 

Is shipping free? 

Yes, we offer free delivery to residential addresses within the contiguous United States.

 

What shipment options are available? 

Some small items are able to ship via UPS Ground. These items will be delivered to your door like your other UPS deliveries.
However, many of our items are very large, requiring them to be shipped via truck. We provide one free curbside delivery to your home within the contiguous US.

 

How will my items arrive? 

If your items ship via UPS Ground, they will be delivered to the location these services typically leave packages at your location (front door, garage door, etc.) If your items ship via truck, they will be delivered on a shrink wrapped pallet. The trucking company will bring your pallet to the curb and ask you to sign the delivery receipt. Please inspect the outside of the pallet for any signs of damage before signing the receipt. Please note any damages you may see.

***The trucking company will not unpack your pallet or take any packaging with them.***

 

Do I need to be home for delivery? 

If your items are shipping via truck, yes. The trucking company will call you before delivery to give you advance notice. Typically, this call is made as the driver is en route to your destination. You must be present to inspect the pallet and sign the delivery receipt. 

 

Where do the products ship from? 

Products ship from our US headquarters/warehouse just north of Atlanta, Georgia.

 

Will the trucking company take the pallet with them? 

No, the trucking company will not take any trash or packaging with them.

 

How do I properly receive my delivery? 

Please inspect the outside of the pallet(s) for any signs of damage before signing the receipt. This includes torn shrink wrap, crushed boxes and holes. Please note any damages you may see on the delivery receipt.

 

Can I ship to a PO Box? 

No, we cannot ship to a PO Box.

 

Can you ship to a Canadian address? 

Yes, we can. You may place your order through FermobUSA.com and your portion of the shipping cost and duties and taxes will be added after order placement. If you prefer to know these costs ahead of time, simply email us for a quote at customerservice@fermobusa.com.