Collection: FREQUENTLY ASKED QUESTIONS

REGISTRATION

How can I register as a Familon B2B online store customer?
The Familon B2B online store is for business customers only. If you have a business ID and tax ID, you can register as a Familon B2B online store customer. Fill in the information required to register on the registration page. As a registered customer of the Familon B2B online store, you can see the product prices, place orders and view your own pages with order history and care instructions for the products you have ordered. As a Familon B2B online store customer, you can order the Familon Pro member newsletter, which will provide you with special offers and useful product tips. Become a member at familonpro.com/register.

Can I place an order without registering?
You can only order products from the Familon B2B online store as a registered customer. To place orders, please remember to log in first.

I received a discount code, how can I use it?
To use your discount codes, register in the online store and sign in, place the products in your shopping cart and enter the discount code in the discount code field in the shopping cart. Press activate to activate the code. You can only use one discount code per order.

ORDERING

Why do the products not show VAT (VAT 0%)?
Our warehouse is located at our factory in Pärnu, Estonia, from which we deliver orders directly to customers. The selling is intra-community supply, VAT 0%. This is why no VAT is added to product prices or delivery methods.

Can I order products to an address other than my own?
Yes, by filling in a different delivery address for the order. Please note, however, that Familon B2B online store orders are always delivered to the ground floor entry.

How will the recipient of the gift be informed about the package?
The recipient will be informed in an arrival notification. However, you should let the recipient know about the upcoming shipment so that they are expecting the arrival notification.

DELIVERY

How long does the delivery of products take?
The period of delivery is 3–8 working days for stock products and 4–6 weeks for delivery sales products. During the Sale, delivery times may be longer than usual.

Can products be exchanged or returned?
In general, products purchased from the Familon B2B online store cannot be exchanged or returned. In case of problems, please contact the Familon B2B online store customer service by email b2b@familonpro.com or by phone +358 10 5045 500.

Why do I get several separate deliveries for the same order?
For Familon online store orders, the period of delivery is 3–8 working days for stock products and 4–6 weeks for delivery sales products. If you place both stock and delivery sales products in the same order, the order may be delivered in two batches. More information on delivery times >

How are beds or other large items delivered?
The beds you order will be delivered by the carrier directly to the address you give. Please note that the orders are always delivered to the ground floor entry. More information on delivery methods >

PRIVACY

How do you take the EU General Data Protection Regulation into account and where can I find the privacy statement?
Privacy has always been important for Familon. We comply with the EU General Data Protection Regulation (GDPR) and national legislation to protect your personal data. Our aim is to communicate clearly and openly about our privacy policy. Here you can read more about privacy and view our Privacy Policy.

Do you use cookies on the website?
The Familon.com B2B online store at www.familonpro.com uses cookies to enable us to serve you in the best possible way. The data obtained through cookies is anonymous and is not combined with personal data obtained from the user. You can use your browser settings to disable the use of cookies, or delete the cookies from your browser after visiting the website. For more information on the use of cookies and privacy, see the Rules and Privacy Policy page.

For more information, please contact our customer service by email b2b@familonpro.com or by phone +358 10 5045 500.

Page updated 30 April 2025.