FAQ
Our FAQpage provides an answer to most questions about our webshop. If you are unable to find the answer, please contact our professional customer service through the contact page of the website: http://shop.designhus.be/en/contact-us :
Frequently asked questions
Q: How do I reach “My Account”?
Q: Can I pay with credit cards?
Q: Is paying with credit cards safe?
Q: Can I pay with wire transfer?
Q: What is the product delivery time?
Q: What are the shipping costs?
Q: Does Designhus install furniture and lighting?
Q: How long can I use my gift voucher?
Q : How do I purchase a gift voucher ?
Q: How do I pay with a gift voucher?
Q : Can I pay for several orders with one gift voucher?
Answers
Q: How do I reach “My Account”?
A: After login via the icon with the locker, click on the icon with the figure (next to the locker icon) on top of the page.
Q: Can I pay with credit cards?
A: We accept Visa and MasterCard credit cards. You can enter your card details such as number, expiry date, verification code and depending on the banking institution, your digipass code, online.
Q: Is paying with credit cards safe?
A: Payment on the Designhus website is fully secure. For all online payments, Designhus works with Ingenico, one of the leading European providers of payment services.
Q: Can I pay with wire transfer?
A: If you have access to European wire transfers, you can pay by means of a transfer. If you select this option after ordering you will be taken to the confirmation page with all the necessary details for your transfer.
You can transfer the owed amount through the bank, through phonebanking or through online banking if you have the adapted online banking software. Make sure you do not forget to mention the structured communication on the transfer. This communication consists of 12 digits and can also be found in the confirmation e-mail. As soon as we are in receipt of your payment, your order will be processed and you will receive a full order confirmation by e-mail.
Designhus bank accounts:
Belgium: KBC BELGIUM: IBAN: BE47 7310 0833 3180 BIC: KREDBEBB
All costs related to wire transfers are at charge of the client.
Only payments in Euro are accepted.
A: All small items are shipped as standard through bpost or one of its local partners and items above a specific value and/or weight through insured shipment by special carriers.
bpost: Depending on the size of the parcel, it is delivered in the letterbox or personally handed over by the postman. In your absence you will receive a notice in the letterbox whereby you can choose to collect the parcel from a local collection centre, or to deliver the parcel on another day.
Carriers: Furniture and large, heavy products will be delivered by specialized carriers or the Designhus delivery service. All deliveries with standard or premium installation service are done by Designhus. When your order is ready for delivery, Designhus and/or the transporter will contact the customer to arrange a time of delivery.
Q: What is the product delivery time?
A: For products in stock
Items we have in stock carry the mention ‘fast shipping'. Once payment is received, the items will be shipped immediately. For product(s) in stock following standard delivery times are applied:
Shipping by bpost within Belgium: 2-3 working days if product(s) in stock
Shipping by bpost in Europe: 3-5 working days if product(s) in stock
Shipping by Carrier within Belgium: 2-3 working days if product(s) in stock
Shipping by Carrier + standard service within Belgium: 3-7 working days if product(s) in stock
Shipping by Carrier + premium service within Belgium: 3-7 working days if product(s) in stock
Shipping by International Carrier outside Belgium: 5-8 working days if product(s) in stock
A: For products not in stock
For items not in stock, you can find the estimated lead times on the product page. The suggested lead times are therefore for information only and subject to change by our suppliers. If the lead time is not mentioned, you can always contact Designhus by the contact form, but Designhus will contact you anyway when you order a product that is not in stock and/or that cannot be delivered within a reasonable time.
Q: What are the shipping costs?
Shipping Costs (in €, VAT incl)
A:
Small and light items will be delivered by bpost. Following costs are applied (see tables):
National shipping (within Belgium) with bpost:
bpost nationaal | ≤50€ | >50€ |
Belgium | 4.95€ | free |
International shipping with bpost:
bpost international | ≤200€ | >200€ |
Zone 1: Netherlands | 7€ | free |
Zone 2: France, Luxemburg, United Kingdom | 12€ | 7,85€ |
Zone 3: Denmark, Finland, Germany, Ireland, Italy, Malta, Monaco, Austria, Portugal, San Marino, Slovenia, Spain, Sweden | 21,50€ | 13,65€ |
Zone 4*: Canada, Iceland, Norway, Switzerland, United States of America | 33,06€ | 16,74€ |
*Countries outside EU: prices ex VAT
Furniture and large, heavy products will be delivered by specialized transport. Deliveries with extra assembly/mounting service (i.c. standard or premium service) are only offered within Belgium.
Shipping by carrier within Belgium:
Carrier B | ≤2500€ | >2500€ | ||||
| Carrier B | Carrier B+ standard service | Carrier B+ premium service | Carrier B | Carrier B+ standard service | Carrier B+ premium service |
Flemish-Brabant, Walloon-Brabant, Brussels | free | 50€ | 125€ | free | 50€ | 125€ |
All other Belgian provinces | 75€ | 125€ | 200€ | free | 50€ | 125€ |
Shipping costs by international carrier outside Belgium:
Carrier IN | ≤3500€ | >3500€ |
The Netherlands | 85€ | free |
Carrier IN | ≤5000€ | >5000€ |
Luxemburg | 100€ | free |
France | 100€ | free |
United Kingdom | 100€ | free |
All orders with a delivery in other countries than listed above must be sent to http://shop.designhus.be/en/contact-us. Designhus will send the prices and conditions in return by email.
Pick-up at Designhus
All orders can be picked up by the customer at Designhus, Brusselsesteenweg 4F01, 3080 Tervuren in Belgium. Small orders can be picked up in the shop during opening hours. Large orders can be picked up at the Designhus pick-up point in Tervuren on appointment only.
Q: Does Designhus install furniture and lighting?
A: The Designhus assembly/mounting service can install furniture, suspensions and/or wall lighting in Belgium only. Extra assembly/mounting costs (in €, VAT incl.) are automatically calculated for every product whilst placing the order. You can choose one of the 2 following services:
a) Carrier Belgium + standard service: Furniture will be delivered, assembled and/or mounted by Designhus itself in the room of your choice. It may be possible that the customer will be asked to give the transporter a hand while unloading. Suspensions or wall lighting items are installed and connected with existing electrical light points. Packing materials can be taken away.
b) Carrier Belgium + premium service: Furniture will be delivered, assembled and/or mounted by Designhus itself in the room of your choice. Premium deliveries are always performed by 2 persons. Suspensions are installed and connected with existing electrical light points. Packing materials can be taken away.
A: You can inform us that you wish to refuse a purchase within 14 working days of receipt of the product via the website “http://shop.designhus.be/en/contact-us”.
The goods should be returned undamaged, unopened and in the original packaging within 5 working days of this notification. The purchaser should send a copy of the invoice and a covering letter indicating his/her full account number (IBAN and BIC code) with the returned goods to the following address: Designhus, Brusselsesteenweg 4F, 3080 Tervuren, Belgium.
Cancellation is not possible for goods that have been made especially for you (= custom made products). If this is the case, you will find a notice on the product page. Products on sale or outlet items cannot be returned nor exchanged. Cancellation is neither possible if the product has been damaged whilst unpacking or installation by the customer himself or another assembly/mounting service team than Designhus.
In the event of an order cancellation, Designhus will refund, within 30 days of acceptance of the return, any sums paid, minus the direct delivery costs (transport and order handling costs). Carriage for the return of the goods is payable by the purchaser. Designhus refunds carriage costs only if the purchaser did not receive the article that was ordered or if the article arrived damaged. Designhus can refuse to accept or refund returned articles when the packaging has been opened or when the products have been used or damaged by the purchaser.
A: A Designhus gift voucher is the ideal gift for your family, friends or business relations. You can buy a gift voucher for a value as from €25, which can be redeemed by the recipient for any item on the Designhus website or in the Designhus showroom, Brusselsesteenweg 4F, 3080 Tervuren. The Designhus gift voucher will be sent to the e-mail address or home address provided by you around the date requested by you.
Each gift voucher has a unique validation code. In order to use a gift voucher, you can validate it on the payment page with the unique code. The amount will remain available for all your future purchases during a one-year period.
Q: How long can I use my gift voucher?
A: Each gift voucher has an expiration date, after which the voucher or remaining credit is no longer valid. The voucher expires one year after purchase.
Q: How do I purchase a gift voucher ?
A: Starting from the homepage, go to “search” field. Here you note “Gift voucher”. After validation you will be redirected to the product page. Choose the value of the voucher and send it to your cart. Each gift voucher has a unique validation code. In order to use a gift voucher, you can validate it on the payment page with the unique code.
Once all details are entered, click on 'add to cart'. You will find an overview of your order in your shopping basket. The gift voucher has now been added to your shopping basket. Proceed to the checkout to pay for your order and confirm. You will receive an overview of the order via e-mail. You will be automatically informed about the further progress of your order.
Q: How do I pay with a gift voucher?
A: If you have a Designhus gift voucher, you can use it as a payment method.
If the amount of the gift voucher exceeds the amount of your order, the balance of your gift voucher remains available on your account for a subsequent purchase. If the amount of the gift voucher is lower than the amount owed, you can choose another payment method for the remaining amount.
Q: Can I pay for several orders with one gift voucher?
A: Yes, if the value of your gift voucher exceeds the amount you have to pay for a purchase, the remaining balance will be credited to your account. You can use this credit to pay for a new purchase.
Each gift voucher has a unique validation code. In order to use a gift voucher, you can validate it on the payment page or through your account with the unique code.
