Frequently Asked Questions

Can I customize my order?

Yes, Sidonies specializes in personalized tableware. Whether it’s custom colors, patterns, sizes, or unique designs, we collaborate with you to create pieces that align perfectly with your needs. Please note that customization may extend production times.

Is it possible to customize items based on a photo or specific design?

Absolutely! We work with several brands, some of which are highly flexible when it comes to pattern modifications, while others have more limitations. Please don’t hesitate to contact us with your ideas and requests—we will work together to find the best solution.

Over the years, we have created a wide range of unique items, including custom whiskey sets, giant vases, bespoke logo-engraved dinnerware, custom chandeliers, and more. Our extensive experience with patterns, materials, and color options ensures we can bring your vision to life.

What is the minimum quantity for customized orders?

We can fulfill customized orders starting from just one piece, making it easy for you to bring your unique ideas to reality.

What is Sidonies' commitment to sustainability?

We prioritize eco-friendly practices by working with European artisans and manufacturers who share our commitment to sustainability. Additionally, we consolidate and repackage products when possible to reduce environmental impact.

Why are Sidonies products considered sustainable?

The products we offer are timeless in value and design, which is why they are favored by high-end customers. These items are not subject to fleeting trends or the wear of time—they are meant to last for generations. Owners cherish and care for them, often expanding their collections over the years.

Do Sidonies products retain their value?

Absolutely. The pieces you purchase from us are not mass-produced; they are carefully crafted with unmatched attention to detail. This not only preserves their aesthetic and functional qualities but also ensures their value over time. Many of these items have a thriving second-market demand, further emphasizing their worth as both practical and collectible objects.

Why does it take time to produce Sidonies products?

Each item requires meticulous craftsmanship and attention, often involving traditional techniques passed down through generations. This process cannot be rushed—creating something exceptional takes time. Depending on the complexity of the design, production times can range from weeks to several months. We believe the wait is part of the journey and contributes to the uniqueness of owning such pieces.

Do you offer gift wrapping or special packaging?

Yes, we provide elegant gift packaging upon request. Whether it's a wedding, anniversary, or any special occasion, we can prepare your order as a beautiful gift.

Are there any specific considerations for gift packaging?

Gift boxes are shipped separately from the items themselves to ensure their pristine condition. Heavy or fragile items could damage the decorative packaging during transit. As a result, this significantly increases shipping costs, and gift wrapping must be requested as an additional service.

Our priority during shipping is the safe arrival of your items rather than the unboxing experience. These two goals are often at odds, but we do our best to accommodate both whenever possible.

Can I order additional gift packaging or cards?

Absolutely! Upon request, we can include extra gift bags, boxes, or a personalized gift card to accompany your order.

Do you offer online gift cards?

Yes, we provide online gift cards for your convenience. If you wish to purchase one, please contact us, and we will generate a custom gift code for use in our webshop.

Can Sidonies handle corporate or bulk orders?

Absolutely. We cater to corporate clients, event organizers, and interior designers looking for large-scale or bespoke solutions. Contact us for personalized assistance and tailored pricing.

What types of corporate or bulk orders do you handle?

We have experience managing a wide range of bulk and corporate requests, including:

• Custom dinnerware and glassware for hotels, restaurants, and event venues.
• Branded items such as monogrammed plates, glasses, or cutlery for corporate gifting or special occasions.
• Tableware and decor for large-scale events like weddings, conferences, or galas.
• Tailored solutions for luxury residential projects or interior design portfolios.

What are the minimum order requirements for bulk purchases?

Minimum order quantities depend on the specific items and manufacturers. For some products, orders can be customized starting from a single piece, while others may require higher quantities. Contact us to discuss your needs, and we will provide detailed information.

Can Sidonies assist with logistics and international shipping?

Yes, we offer comprehensive logistical support, including consolidated shipping for multiple items or manufacturers. We ensure careful packaging and offer freight insurance for bulk orders. For international orders, we manage customs documentation and coordinate with reliable shipping partners to ensure smooth delivery.

Are there discounts available for bulk or corporate orders?

We provide competitive pricing for larger orders, with discounts based on quantity and scope. Contact us directly to receive a personalized quote tailored to your project.

Do you offer support for design integration?

Yes, our team collaborates closely with interior designers and event planners to ensure our products complement the overall aesthetic of your space or event. From selecting the right materials and colors to providing samples for review, we assist you in creating a cohesive and elegant final result.

Is there a warranty for the products?

Yes, all our products come with a quality guarantee. If you encounter any manufacturing defects, we will provide a replacement or full refund.

Do you offer a return or buyback guarantee?

While we provide a quality guarantee, we do not offer a buyback guarantee. Each order is custom-made to meet unique requirements, tailored specifically to the client’s preferences.

We make every effort to clarify customer needs during the ordering process. Throughout production, we conduct multiple consultations to ensure the final product aligns with expectations.

What if I’m unsure about my order?

If you have any uncertainties or specific concerns, please notify us at the time of ordering so we can address them proactively. In the past decade, issues with the final product have been virtually nonexistent thanks to our meticulous approach.

Our goal is to ensure your satisfaction, and we are here to assist you every step of the way.

How should I care for my tableware?

To preserve the beauty and longevity of your items:

• Crystal glassware: Handwash with mild detergent and lukewarm water. Avoid using dishwashers to prevent scratches or clouding.
• Porcelain with gold or platinum details: These pieces should also be handwashed to maintain their delicate finishes.
• General advice: Avoid abrasive sponges or harsh chemicals, as they can damage the surface of the items.
• Specific care instructions for each product are included with your order.

Are the products dishwasher safe?

The fine tableware we offer is not guaranteed for dishwasher use. While some luxury HORECA (hotel, restaurant, café) clients use these items daily, they employ specialized cleaning systems tailored to the unique characteristics of each product.

How can Sidonies assist with maintenance?

At Sidonies, we are familiar with the professional maintenance systems—dishwashers, washing machines, and detergents—used worldwide, which vary by country and region. If you need guidance, we’re here to help you select the right cleaning systems and establish effective processes for your tableware care.

We offer consultations, either online or in person, to assist you in maintaining your items to the highest standard. Contact us, and we’ll provide personalized recommendations to ensure your tableware remains pristine for years to come.

Does Sidonies have a loyalty program?

Yes, frequent customers and professional partners can join our loyalty program, which offers exclusive benefits, discounts, and early access to new collections.

Why should I join the loyalty program?

By subscribing to our newsletter and registering on our customer portal, you’ll enjoy numerous exclusive advantages:

• Special Offers: Twice or three times a year, we provide limited-time offers exclusively for our loyal customers.
• Priority Access: If unique or limited-edition items are created to complement previously purchased pieces, you’ll be among the first to have the opportunity to acquire them.
• Industry Updates: Stay informed about the professional trade shows we attend and receive invitations to join us for exclusive activities during these events.
• VIP Experiences: Registered partners are invited to participate in exclusive factory tours, workshops, and VIP events organized by our manufacturers.

How do I register for the loyalty program?

Simply sign up for our newsletter or register on our website. Once you’re a registered partner, you’ll gain access to all the benefits and invitations tailored specifically for you.

What are your customer service hours?

Our team is available from 10:00 AM to 4:00 PM CET on working days. If you contact us outside these hours, we will respond promptly on the next business day.

Do you offer support in multiple languages?

Yes, our team can assist you in English, Hungarian, and French. Please let us know your preferred language when contacting us.

Can I schedule a callback?

Absolutely. If you prefer a callback, please email us or send a message via WhatsApp with your contact details and preferred time.

Do you provide support during holidays?

While our customer service is closed on public holidays, urgent inquiries will be addressed as soon as possible on the next business day.

Can I request a product sample before ordering?

Yes, we offer samples for key items like dinnerware or flatware to help you make an informed decision. Please contact us to check availability.

Can you assist with designing a complete table setting?

Yes, our team provides personalized consultations to help you create a cohesive and inspiring table setting tailored to your style.

For inquiries and special requests, please contact our customer service team:

• Phone/WhatsApp: +36 20 509 4445 (available for WhatsApp messages as well). If we miss your call, we will get back to you on the next working day, between 10:00 AM and 4:00 PM (Central European Time).
• Email: sidonies@sidonies.com

Is there a minimum order value?

For most standard orders, there is no minimum value. However, for custom or bulk orders, specific minimums may apply. Contact us for details.

Can I modify or cancel my order?

Yes, modifications or cancellations are possible, but only before production begins. Please contact us as soon as possible to discuss any changes.

Ways to order

• Online: Explore our complete and up-to-date collection at www.sidonies.com.
• Phone/WhatsApp: Place orders by contacting us at +36 20 509 4445.
• Email: sidonies@sidonies.com
• Mail:
  Mindenhun Kft
  12th Square József Nádor
  HU-1051 Budapest, Hungary

At Sidonies, all products are made-to-order based on your specific preferences in design, form, color, size, and quantity. Therefore, production begins only after full payment has been received, as these items cannot be resold to others.

Credit Card

We accept MasterCard, VISA, and American Express. (Please note: American Express is unavailable for payments in Swiss Francs or Australian Dollars.) All payments are secured using the 3D Secure protocol.

PayPal

Convenient online payments through PayPal.

Prepayment

Transfer the total amount to our bank account. Once payment is received, your order will proceed according to product-specific delivery times.

Bank Account Details

• Account Holder: Mindenhun Kft
• Account Holder Address: Hungary, Budapest
• Bank Name: CIB Bank
• Bank Address: Hungary, Budapest
• IBAN: HU12107001656772181650000005
• SWIFT: CIBHHUHB

How are customs fees and duties handled for non-EU countries?

For orders shipped to non-EU countries (e.g., Switzerland, UK, USA), our prices include customs handling fees and duties. However, any additional local taxes or fees applied by the destination country are the buyer’s responsibility.

Can I request a tax-free invoice?

Yes, for corporate customers with a valid EU VAT number, we can issue VAT-free invoices. Please provide your VAT number at the time of purchase for this option.

Do your prices reflect sustainable or eco-conscious practices?

Absolutely. Our prices account for the use of high-quality, sustainable materials and traditional craftsmanship. This ensures that each item is both environmentally conscious and built to last.

Are there seasonal promotions or discounts?

While our prices are carefully set, we occasionally offer seasonal promotions or exclusive discounts to our loyalty program members. Sign up for our newsletter to stay informed about special offers.

Do the prices on your website include shipping fees?

No, shipping fees are calculated separately based on the destination and weight of the order. The shipping fee includes not only the transportation cost but also freight insurance, ensuring your items arrive safely and securely.

Are your prices inclusive of VAT and import taxes?

The prices listed on our website are net prices, VAT-free within the EU. For shipments outside the EU, please note that import taxes and duties will apply, which vary depending on the destination country.

Where are the products shipped from?

All orders are dispatched from our EU warehouse located in Budapest, Hungary. The shipping documents are prepared for departure from this location.

What is the shipping term for your prices?

Our prices are based on DDU (Delivered Duty Unpaid) Incoterms. This means the buyer is responsible for any applicable import taxes or customs duties upon arrival in their country.

Shipping Costs

The shipping cost is EUR 200 for every 10 kg or EUR 1,000 net value of goods (whichever is higher), based on Incoterms 2020: DDU (Delivered Duty Unpaid). This fee includes freight insurance but does not cover import taxes or customs duties, which are the responsibility of the buyer.

Shipping for Heavy or Bulky Items

For oversized or heavy items, additional shipping fees may apply. In such cases, we will provide a detailed shipping quote for your approval before proceeding with your order.

Careful Handling and Packaging

Sidonies prioritizes the safe arrival of your products. Each item is carefully inspected before dispatch, and we reinforce packaging as necessary to ensure maximum protection during transit. Please note that packaging prioritizes safety over aesthetics, reflecting our commitment to delivering your products in perfect condition.

What to Do Upon Receiving Your Package

To address any potential issues quickly and effectively, we recommend the following steps:

1. Photograph the outer packaging upon arrival, documenting its condition.
2. Take pictures of the inner packaging and the secured items for further evidence.
3. Document any damage to the items themselves for reference.
4. If the package shows visible damage, complete a Claim Form with the FedEx agent’s signature.
5. Reporting Damages: Any issues or damages must be reported to FedEx and Sidonies within 5 days of delivery. This ensures that we can assist you in filing insurance claims and resolving the matter as efficiently as possible.

How will I be informed about the status of my order?

When your order is confirmed, we will provide an estimated production and delivery timeline. Throughout the production process, we will keep you updated on its progress and any changes to the schedule.

What happens if I accept the delivery time but cannot receive the items when they are ready?

If you accept the production timeline but are unable to receive the items upon completion, we are required to store them in a secure warehouse. The storage and insurance fee starts at 150 EUR net per week, depending on the volume of the order. This cost will be added to your final invoice.

When will I receive shipping confirmation?

You will receive an email notification on the day your order is dispatched, including tracking information.

Who are your shipping partners?

We primarily ship with FedEx worldwide and DHL for select countries or upon request, ensuring reliable and secure delivery.

At Sidonies, quality is paramount

We are committed to ensuring customer satisfaction. If you are not entirely happy with your purchase, we will work to resolve the issue promptly and efficiently.

Return Policy

Retail customers may return unused and undamaged goods in their original packaging, in a us via phone or email with the details of your request.

For EU-based customers, we will provide a FedEx Returns Slip to simplify the process.

For customers outside the EU, we will guide you through the returns process specific to your location.

Refunds

Refunds are issued for the returned items and shipping costs for orders within the EU, Switzerland, and Norway.

Refunds will be processed through the original payment method, whether credit card, bank transfer, orccordance with our Terms and Conditions.

Custom-made products are non-refundable as they are uniquely tailored to individual preferences and cannot be resold.

How to Initiate a Return

Notify us via phone or email.

Additional Notes

Ensure that the items are securely packaged for the return to avoid damage during transit.

Please contact us in advance to confirm the return eligibility and necessary steps to avoid delays in processing.