Customer care
Returns for designer furniture require careful handling and transport. This page explains the 14-day withdrawal process, return condition, packaging, transport costs, damaged goods and refunds.
For eligible online consumer purchases, the statutory withdrawal period generally starts when the goods are received.
Notify us within the statutory withdrawal period for eligible distance purchases.
The consumer bears direct return costs where this was disclosed before purchase, unless law requires otherwise.
The statutory withdrawal right generally does not apply to goods made to personal specifications.
For eligible consumer purchases made online, you may withdraw from the distance contract without giving a reason within 14 days after you or a person nominated by you (other than the carrier) receives the goods.
Send us a clear withdrawal notice within that period. You then have up to 14 days after sending the notice to return the goods or provide them to the person we designate for returns.
Contact customer support before dispatching the return. Please provide your order number, the product name or item reference, your contact details and a clear statement that you wish to withdraw or return the item.
We will confirm the return instructions and return address. Keep the dispatch receipt and tracking information until the return and refund are complete.
Please return the item with all parts, accessories and manuals that were supplied with it and, where reasonably possible, in its original packaging or an equivalent protective shipping box. If the item arrived on a pallet, keep and use the pallet when it is needed for safe return transport.
You may inspect and handle the goods only to the extent normally permitted in a physical shop. If handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods, you may be responsible for the resulting diminished value.
Missing original packaging does not by itself remove a statutory withdrawal right, but inadequate packaging or unnecessary handling can increase the risk of damage or diminished value.
Where the consumer has been informed before purchase that return costs are their responsibility, the consumer bears the direct cost of returning eligible goods unless we agree otherwise or mandatory law requires a different result.
Furniture can be large, fragile and expensive to transport. We recommend using a tracked and insured service suitable for the size and value of the item. The goods should be returned to our agreed return location in Estonia unless customer support provides different instructions.
The statutory 14-day withdrawal right does not apply in circumstances excluded by law. For our catalogue, the most relevant exception is goods manufactured to your personal specifications or clearly personalised, including genuinely custom-made or made-to-order items produced specifically for you.
A product sold at a discount is not automatically excluded from the statutory withdrawal right merely because it is discounted. Where a specific visual or functional characteristic was clearly disclosed before purchase, that disclosed characteristic is not treated as an undisclosed defect.
If an item arrives with visible transport damage, photograph the outer packaging and the product before discarding any packing materials. Please ask the carrier to record visible damage where possible.
For efficient carrier handling, we ask you to report transport damage within three days of delivery and include clear photographs. This operational request does not shorten or remove statutory rights relating to defective or non-conforming goods.
If a product is defective or does not conform to the contract, contact us with the order number, a description of the issue and supporting photographs where useful. Consumer conformity rights are separate from the 14-day withdrawal right.
Use a strong outer shipping box or equivalent transport protection. The product should not touch the walls of the outer box and should have enough cushioning to prevent movement. Reinforce corners and vulnerable areas for furniture, glass, lighting or other fragile items.
Remove old shipping labels and stickers from reusable outer packaging. Do not write on, tape directly to or otherwise damage retail/product packaging when an outer shipping box can be used.
Seal all seams securely with suitable packing tape. For fragile items, add extra cushioning and mark the outer shipping box as fragile where appropriate.
Where a statutory withdrawal is valid, reimbursement is made without undue delay and no later than 14 days after we receive the withdrawal notice. For goods, we may withhold reimbursement until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.
The refund is normally made using the same payment method used for the original transaction unless another method is expressly agreed. Where required by law, the refund also includes the standard outbound delivery cost; additional delivery costs chosen above the least expensive standard method are not necessarily refundable.
Please contact customer support first with any question about a return, damaged item or refund so we can try to resolve it directly. These return terms are governed by Estonian law without limiting mandatory consumer protections applicable to you.
If a consumer dispute cannot be resolved directly, an eligible consumer may apply to the Estonian Consumer Disputes Committee or use other remedies available under applicable law.
Important
Packaging and damage-reporting instructions help us process returns and carrier claims, but they do not remove rights that consumers have under mandatory law. A consumer may inspect goods as they would in a physical shop and may only be responsible for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.
