Frequently Asked Questions

Frequently asked questions and answers

What are my payment options?

Our site uses the WooCommerce Payments service where online payments are made via a secure connection.

Credit card / Debit card
Pay with all major credit and debit cards available like;
Visa, Mastercard, American express and Diners Club

Apple Pay / Google Pay

Giropay, Sofort, iDEAL, Bancontact and EPS

The available payment methods will appear at checkout if they’re relevant to your location and device.

PayPal
Pay in the secure environment of Paypal with your Paypal account, or with a Credit card / Debit card.
Cards accepted; MasterCard, Maestro, Visa, Visa Electron, American Express, Aura, Discover.

Bank transfer
A bank transfer is also available as a payment method.
When you have completed your order, select bank transfer as the payment option in the shopping cart.
You will then immediately receive all the information needed to make the payment. We will then confirm your payment by email as soon as possible.

When will my order be delivered?

Once we have received your order, you will receive a confirmation email with the expected delivery date. An estimated delivery time is always indicated in the product description. If the delivery date changes, we will keep you informed.

The order will be shipped when all the products are available. If you have placed an order that contains products with different delivery times, you can send a request to our customer service to send the available products separately. You can also contact the customer service if you would like your order to be delivered at a later time.

As soon as a tracking code is available for shipping your order, it will be sent to you by email.

FedEx Delivery Manager®
Is it not convenient for you to receive your order at your home or work address?
With FedEx Delivery Manager, you can adjust the delivery date and location at no additional cost.
You will get a notification from FedEx (SMS or email) outlining the delivery details and date.
If the delivery details don’t suit, you can click the link included in the notification which will take you to a secure webpage. There you can change the delivery date and/or location anytime up to the delivery day.

Can I still change or cancel my order?

In case you change your mind after the purchase, you can still cancel the order for free.

We kindly ask you to notify us as soon as possible, preferably within 24 hours after purchase, so that we can interrupt the order process. Once an order has been shipped, we can no longer cancel it for free.

What does The Design Lover do to ensure safe online purchases?

Our website uses an HTTPS connection, a protocol for secure communication over a computer network that is used on the Internet. This protects the data on our website and of our visitors.

Our online store is affiliated with AICEL (Italian Association of Electronic Commerce) and follows its rules and regulations. In the event of problems, AICEL helps the consumer in dialogue with the retailer.

Our site uses the WooCommerce and PayPal payment services where online payments are made via a secure connection. These platforms offer purchase protection for every customer, every time you pay via their secure payment system.

Do you deliver internationally?

Sure! We ship to all countries that are part of the European Union, to the United Kingdom, Switzerland, Turkey, the United States, Canada, South Korea, the United Emirates, Qatar and Saudi Arabia.

The indicated expected delivery times may differ slightly due to customs formalities for countries outside the European Union.

We can also take care of any other Intercontinental shipment. Prices and availability are on request.
If your country is not listed as standard in the delivery options, please contact our customer service for a quote.

Shipping is done by fast and reliable couriers.

Do I have to pay delivery costs?

Delivery is free in Europe (Except: Finland, Slovakia, Czech Republic, Slovenia, Hungary, Cyprus) for orders over EUR 185
For orders under EUR 185 delivery costs will be charged. 
We apply three different shipping rates for deliveries in Europe.

  • small parcel EUR 14,50  
  • standard parcel EUR 18,50
  • large-heavy parcel EUR 25

Delivery is free in Europe+ (Finland, Slovakia, Czech Republic, Slovenia, Hungary) for orders over EUR 225
For orders under EUR 225 delivery costs will be charged. 
We apply three different shipping rates for deliveries in Europe+.

  • small parcel EUR 14,50  
  • standard parcel EUR 22,50
  • large-heavy parcel EUR 29

Delivery is free in Italy for orders over EUR 145
For orders under EUR 145 delivery costs will be charged. 
We apply three different shipping rates for deliveries in Italy.

  • small parcel EUR 9,50
  • standard parcel EUR 14,50
  • large-heavy parcel EUR 19,50

Delivery is free in Cyprus for orders over EUR 350
For orders under EUR 350 delivery costs will be charged. 
We apply three different shipping rates for deliveries in Cyprus.

  • small parcel EUR 35
  • standard parcel EUR 95
  • large-heavy parcel EUR 200

Delivery is free in Switzerland for orders over EUR 250
For orders under EUR 250 delivery costs will be charged. 
We apply three different shipping rates for deliveries in Switzerland.

  • small parcel EUR 17,50
  • standard parcel EUR 25
  • large-heavy parcel EUR 45

For deliveries in Turkey we apply three different shipping rates.

  • small parcel EUR 35 
  • standard parcel EUR 95
  • large-heavy parcel EUR 200

Delivery is free in the United Kingdom for orders over EUR 250
For orders under EUR 250 delivery costs will be charged. 
We apply three different shipping rates for deliveries in the UK.

  • small parcel EUR 17,50
  • standard parcel EUR 25
  • large-heavy parcel EUR 45

Note: Due to UK tax rules we only accept orders from the UK from 145 GBP / 165 EUR excluding shipping costs.

Note: Please note that as a customer in the UK, you have a VAT obligation. You will be charged the local VAT rate on the order value. The courier company will charge this to you for delivery.

For deliveries in the USA and Canada we apply three different shipping rates. 

  • small parcel EUR 30 
  • standard parcel EUR 55
  • large-heavy parcel EUR 125

For deliveries in the Middle East we apply three different shipping rates. 

  • small parcel EUR 45
  • standard parcel EUR 165
  • large-heavy parcel EUR 275

The United Emirates, Qatar and Saudi Arabia are included in the Middle East list by default. Transport costs for other Middle East countries are on request.

For deliveries in South Korea we apply three different shipping rates. 

  • small parcel EUR 35 
  • standard parcel EUR 95
  • large-heavy parcel EUR 200

Delivery charges

If delivery charges are calculated for your order, these will automatically be displayed in the order summary during checkout.
This way you will know in advance where you stand and never have any surprises later on.

Large and heavy parcels

Large and/or heavy parcels weighing more than 15 kg or measuring more than 60 wide x 60 deep x 60 cm high are charged at the standard plus rate.
This statement of weight and dimensions is indicative and no rights can be derived from it.

Do the listed prices include VAT?

All prices on our website should be considered consumer prices including the current high Italian VAT rate (22%).
Once your purchase has been delivered, you will receive a digital invoice from The Design Lover with the purchase value including VAT.
Due to the legal corporate form with which The Design Lover is registered in the trade register in Italy, it is not possible to offer an invoice without VAT.

The Design Lover makes use of a “Flat-rate scheme”.
Non-taxable transaction Article 8, first paragraph, letter a, of Presidential Decree 633/1972

Exception:
Exception for our customers from the UK and Norway. They have a VAT obligation on the total order value listed.
The local VAT rate is charged on the value of the order. The courier company will charge this before delivery.

What about Import duties and Taxes?

Any import duties and taxes are not included in the delivery costs and are at the customer’s expense.
If import duties and taxes are charged in your country, this will be invoiced to you by the courier company we use to deliver your order.

How long do I have a guarantee on a product?

When buying a product, it always has a legal guarantee. The legal guarantee means that you are always entitled to a good product.

If a product is defective, you are entitled to a free repair, a new product or a refund.

A manufacturer’s warranty is in addition to the legal warranty issued by the product supplier. The period varies depending on the product, but is generally 12-24 months.

Do you want to take advantage of the guarantee?
Please contact our customer service

How can I return my order?

If the product you have ordered does not meet your expectations, you can cancel your purchase within 21 days of receiving the goods.

To exercise the right of withdrawal, we ask you to inform us by sending us the withdrawal form via email. As soon as we have received your form, we will create a courier collection order for your product. You will be notified by email with the shipping label and date when your product will be picked up. If possible, we ask you to return the goods in their original packaging.

You can download a withdrawal form on the shipping page

Are there any costs associated with the return?

As soon as we have received your return in good conditions, you will be reimbursed for all the costs you have paid us, including standard shipping costs.

Only the shipping costs for returning the goods are at your expense.

Can I choose a delivery date?

Your order will be shipped when all products are available.

You can contact our customer service if you would like your order to be delivered at a later time and/or specify a preference for one day.

Can you also supply products not listed on the site?

We carry all products from the brands of which we are the official reseller. You can find an overview of the brands we work with on the “about” page.
If you cannot find a particular product from the collection of one of our brands in our shop, please send us an enquiry and we will inform you directly about availability and product details.

If your question is not listed, please contact us and we will be happy to assist you.