FAQs

Payment

What payment options do you offer?

You can pay with the following payment methods:

Prepayment
Sofort bank transfer
PayPal
Credit card (Visa, MasterCard and American Express)
Apple Pay

How does advance payment work?

Once the order is completed, you will receive all the payment details. As soon as your payment has been registered, the order is processed further and dispatch or delivery is scheduled according to availability.

Can I redeem a voucher or discount code?

Enter your code in the designated field at checkout or in the basket – the discount is then applied automatically.

Shipping & delivery

Where do we ship to?

We ship worldwide and have already delivered to over 35 countries. Thanks to our freight network built up over decades, we handle international deliveries reliably and professionally.

How much are the shipping costs?

Free of charge from an order value of 500.00 EUR
Orders under 500.00 EUR incur a flat-rate freight charge of 50.00 EUR

Note: For international deliveries, customs duties/taxes and possibly country-specific charges may apply depending on the country.

What shipping methods are there?

Depending on item size and delivery address, we offer, among others:

Parcel service – standard (for smaller items)
Freight forwarding – standard (delivery “free to kerbside”)
All-round carefree service (carrying to the place of use & disposal of the packaging; without assembly)
White Glove Delivery (Tolerate, Assembly of the goods and disposal of the packaging)

What does “kerbside delivery” mean?

"Free kerbside delivery" means: the carrier delivers to the kerb outside your delivery address. Onward transport into your home (e.g. to an upper floor or terrace) is not included – for that we offer our all-round carefree service or White Glove Delivery.

What should be noted upon delivery?

Please make sure someone is on site to receive the goods.
Where possible, check the delivery for transport damage (packaging and goods) directly upon handover.
Make sure that access routes/hallways/stairwells offer sufficient space (especially for large furniture).
In special circumstances (narrow stairwells, period buildings, no lift, etc.), we recommend our all-round carefree service or White Glove Delivery.

How long does delivery take?

The delivery time depends on availability, manufacturer lead times and the chosen shipping method. As soon as your goods are ready for dispatch, we arrange the delivery date with you (particularly for freight shipping).

Can I choose a preferred delivery date?

Let us know your preferred date – we will try to plan or coordinate the delivery accordingly.

Is shipment tracking available?

Tracking is usually available for our shipments. For freight deliveries, we will inform you of the planned delivery date or the delivery itself.

Returns, withdrawal & complaints

How can I return an item, what do I need to bear in mind and who bears the costs?

If you order as a consumer, the statutory right of withdrawal generally applies (usually 14 days from receipt of the goods; depending on delivery country/consumer status).

How returns work:

Contact us with your order number and let us know that you wish to withdraw.
We will give you the return information or, for freight items, arrange collection.
Pack the goods securely for transport (in the original packaging if possible).

Costs: As a rule, the buyer bears the direct cost of returning the goods, unless otherwise agreed. In the case of complaints due to a defect, we agree the further procedure with you individually.

When will I receive my refund?

Once we have received your return, or you have provided proof of return, we will refund the purchase amount via the payment method originally used – depending on the payment type and bank processing times.

How can I make a complaint about an item?

Please contact our customer service with:

Order number
Description of the defect
Photos (goods + packaging/label if applicable)

We will review the case as quickly as possible and agree an exchange, spare parts, a repair or another solution with you.

Orders, changes & cancellation

How can I cancel an order?

Please contact us as soon as possible with your order number. As long as the order has not yet been dispatched or gone into production with the manufacturer, we can usually review a cancellation without difficulty. If the goods are already on their way, the matter can alternatively be handled via return/withdrawal.

Can I change my order afterwards (e.g. colour, size, delivery address)?

Often yes – depending on how far along processing already is. Write to us as soon as possible with what you would like changed.

Products, brands & availability

I am looking for a specific product / a specific brand. Unfortunately I could not find it in the online shop. Can you still supply the item?

Ideally, send us the brand and product name, a link or a photo – we will check availability and delivery time and prepare a quotation for you. We also have access to a broad range of brands and can source from various manufacturers not listed in our online shop.

Is the furniture from Villa Schmidt original and authentic?

We source products through an established network of manufacturers and partners and take care to ensure originality and authenticity.

Do you offer advice or tailor-made solutions?

Yes, we are happy to assist you with selection, material and colour advice, and with project enquiries (private & commercial).

Samples, spare parts & service

Can I get a specific material sample from you?

Depending on the manufacturer/product, we can send you material samples free of charge. Please write and tell us which product and which version you are interested in.

Can I order spare parts from you?

Tell us the product/manufacturer and ideally the purchase date plus photos/details – we will check availability and take care of your enquiry.

Would you like to see the product in person but don't live in or around Hamburg?

No problem: contact us – together with our manufacturers we will see how best to let you experience the product in person can make.