FAQ - IBBE DESIGN

Frequently asked questions (FAQ)

Shipping and delivery

How long does shipping take?
The delivery time for each item is shown on the product page. We ship smaller items with GLS, usually within 2 to 4 working days in Germany, 3 to 5 working days to Austria and 4 to 7 working days to all other delivery countries. We deliver furniture and bulky items with a two-person delivery service, usually within 10 to 20 working days; the delivery partner will arrange an appointment with you in advance. If you pay by bank transfer in advance, processing starts once payment has been received.

How much does shipping cost?
GLS parcel delivery is free to Germany, Austria, Belgium, Luxembourg and the Netherlands, and two-person delivery is free within Germany and Austria. For GLS parcel delivery to other countries, shipping costs depend on the value of the goods in your order; you can find an overview on our Shipping page. Express kerbside delivery by freight carrier costs €145.00. Additional services such as assembly or Saturday delivery can be booked for an extra charge.

Do you also deliver abroad?
We deliver furniture to Germany and Austria. We also deliver smaller items by GLS parcel to selected EU countries; you can see the available countries at checkout and the shipping costs for each country on our Shipping page.

Can you deliver to a parcel locker?
Due to the size of our shipments, delivery to parcel lockers is unfortunately not possible.

How is a large piece of furniture delivered?
We deliver large furniture with a two-person delivery service by DHL or a regional delivery partner to the room of your choice. The delivery partner will contact you in advance by phone or email to agree on the delivery date with you. You can book assembly as an additional service.

How can I check the shipping status of my order?
As soon as your order has been handed over to the carrier, you will receive an email with a tracking link.

My order is delayed or has not arrived. What now?
Please contact our customer service by email at support@furnhouse.com or by phone on +45 53 65 41 45 (Monday to Friday, 9:00 am to 4:00 pm).

How can I cancel my order?
As long as your order has not yet been shipped, please contact us with your order number. After shipping, you can return the goods under your statutory right of withdrawal or our 30-day return policy.

Returns and complaints

How long do I have to return my order?
You can return goods within 30 days of receipt. The first 14 days correspond to your statutory right of withdrawal. From day 15 to day 30, we voluntarily grant you an additional right of return; for this, the goods must be unused, complete and in their original packaging. Reduced items are excluded from the voluntary return. You can find all details on our page Returns, withdrawal and complaints.

How does the return process work?
Write to us at support@furnhouse.com and state your order number. For furniture and bulky items, we will arrange the return shipment or collection for you. Explained step by step: Furniture returns (two-person delivery) and Parcel returns (GLS).

Do I have to pay the return costs?
For a return without a defect, you bear the direct costs of returning the goods. As a guide: €15 per parcel, €49 for a EUR pallet (e.g. armchair), €79 for a double EUR pallet (e.g. sofa). If the goods are defective, we will cover the costs.

When will I get my money back?
In the case of withdrawal, no later than 14 days after we receive your notice of withdrawal; we may withhold the refund until we have received the goods back or you have provided proof that you have sent them back. In the case of a voluntary return, within 14 days of receipt and inspection of the goods. The refund is made using the original means of payment.

What should I do if the goods are damaged or faulty?
Please report transport damage, if possible within 48 hours of delivery, with photos to support@furnhouse.com. This helps us resolve the matter with the carrier; your statutory rights remain unaffected. Depending on your choice, we will offer you a repair or a replacement delivery.

How long is the warranty?
All products are covered by the statutory warranty of at least two years from delivery. If you opt for a repair in the event of a defect, the period is extended once by twelve months.

Payment options

Bank transfer in advance
Please transfer the amount of your order to our bank account. We will ship your order once payment has been received.
IBAN: DK0920005036479916
BIC: NDEADKKK
Please use your order number as the payment reference. It may take 1 to 7 working days for the transfer to reach our account.

Credit card, Apple Pay, Google Pay, Shop Pay
You can pay conveniently and securely with Visa, Mastercard, Maestro, American Express or UnionPay, as well as with Apple Pay, Google Pay and Shop Pay.

PayPal
After completing your order, you will be redirected directly to PayPal to complete the payment there.

Klarna (e.g. invoice or instalments)
Payment is processed by Klarna. Klarna's terms shown during checkout apply, including the payment term. Klarna may decline this payment method after an identity and credit check; in this case, please choose another payment method.