Frequently asked questions

In a print, the colour is laid on top of a fabric that already exists. In jacquard the image is created as the fabric is woven, from coloured threads crossing each other: the design is in the structure of the fabric, not on top of it. We explain it step by step in How your textile is made.

In Chieri, Piedmont, by Tessitura Artistica Chierese, on industrial jacquard looms. Every piece is woven to order: nothing is made until you buy.

Portraits, landscapes, animals, drawings: almost anything works. Sharp, well-lit images with the subject filling the frame give the best results; the editor warns you if the resolution is too low. You must hold the rights to the image you upload: see below for what you can use.

Pick a product, upload one or more images and arrange them in the editor. The preview engine shows you how the design will be woven with the yarns available for that product. When you are happy you save the design, add it to the cart and complete the order.

The preview is very faithful, but fabric is made of yarns, not pixels: tone, contrast and small details may vary slightly. Sharp, well-contrasted images with the subject filling the frame give the best results. These variations are normal and are not considered defects.

Every piece is woven after the order: allow about 15 working days of production plus transit (1-3 working days in Italy, 3-7 to the rest of the EU, 5-12 outside the EU). The estimated time is shown at checkout and you receive tracking as soon as the parcel ships.

Yes: on every product page you will find bundles of several pieces, with the price per piece going down the more you order. For larger quantities (events, businesses) write to ordini@ordito.art and we will come back with a quote.

In this first phase we open accounts one invitation at a time, so we can follow every order closely. If you do not have an invitation, you can join the waiting list from the sign-up page: we will write as soon as a place comes free.

Only until production starts. Write to ordini@ordito.art right away with your order number: if the loom has not been set up yet we will do our best to help. As these are personalised products, the right of withdrawal does not apply (see Returns and withdrawal).

No. Every piece is woven to order from your image and cannot be resold: the 14-day right of withdrawal does not apply to personalised products, and Ordito.art only sells personalised products. We ask you to confirm this before payment. If the product has a defect, however, you are covered by the legal guarantee (see below and Returns and withdrawal).

Yes, but it must be requested at checkout, before you pay: in the "Invoice" section turn on "I need an invoice" and enter the details requested (tax code for private customers; VAT number and, for Italy, SDI recipient code or PEC certified email for businesses). The invoice is issued by CATS S.R.L. and sent to you by email. After payment an invoice can no longer be requested; without a request you receive the order confirmation and the payment receipt.

If you buy with a VAT number you must always fill in the "Invoice" section at checkout, not the payment page. For EU businesses with a verified VAT number, no VAT is charged on deliveries outside Italy. Details are in the Terms of sale.

Yes, for customers in the European Union the prices shown always include VAT. Until 31 December 2026 Italian VAT applies to all deliveries within the European Union; from 1 January 2027 the VAT of the destination country applies (OSS scheme). Deliveries outside the European Union are exports: Italian VAT is not due, and local duties and taxes depend on the country, as shown in the cart (see the Shipping page). The VAT amount is always shown in the summary and in the order confirmation.

Italy, the whole European Union and some non-EU countries enabled one by one. In the cart you choose the delivery country and immediately see whether we deliver there, who pays any customs duties, and a shipping estimate. If your country is not active yet, leave your email and we will let you know when we open.

In your account, under "My orders", you can see the status of every order. When the parcel leaves you receive an email with the carrier's tracking number.

The carrier holds it for the period stated in its notice (usually a few working days), then returns it to us. As the product is personalised there is no refund: we keep the piece for 60 days from its return, and during that period you can ask us for a new shipment, paying its cost. See the Shipping page.

All products are covered by the legal guarantee of conformity for 2 years from delivery. Write to ordini@ordito.art within 2 months of discovering the defect, with your order number, a description and photos: if the defect is confirmed we remake the product or, if that is not possible, refund you, at no cost to you. Details are in Returns and withdrawal.

Care instructions are on the label of every piece and, as soon as they are available, on the product page too. Use contrary to the instructions is not covered by the guarantee.

You may only use images you own the rights to or are authorised to use (your own photos, works you created, licensed images). We do not accept content that infringes third-party rights or the law. Your images remain yours: we use them to show you previews, for the artificial intelligence transformations offered by the product and to produce your order (see Content rules and Privacy).

Write to ordini@ordito.art, quoting your order number if you have one: it is the only address for orders, support, invoices, guarantee, complaints and privacy requests. We do not offer phone support. All the details are on the Contact page.