FAQ

Account and personal details

• I have forgotten my password. What do I do?

At the login page, click “Forgot your password?“. We will then send you an email with instructions for setting up a new password.

• I have changed my email address. Can I continue using the same customer account?

To change email address, just log in to your account, go to the “Personal information” section and click “Amend profile”. You can update your email address there.

• I want to amend the information on my account

You can do this by logging in to your account and accessing the “Personal Information” section.

Customer Service

• How can I get in contact with you?

You are able to find most answers to your questions via our FAQ’s. If you can’t find your answer please contact our customer service. We are happy to help!

Our online contact form

Delivery and Delivery charges

• Method of delivery

Delivery at main entrance

Your order will be delivered at street level. Does not go up or deliver inside your house or building.

The expected waiting time for delivery is between 4 and 9 days depending on the country and will be confirmed later in your order confirmation.

• Which courier will deliver my order?

We work with various courier companies to ensure that we always provide the best service.

• How is delivery cost calculated?

You can see the delivery costs for your order once you have added all the products to your basket and before finalising the purchase, when adding your delivery address. It is calculated based on the volume, weight and quantity of the products, as well as the delivery address.

• I want to change my delivery address or telephone number before the courier company delivers my order.

Contact us here* to amend or add additional information to your order.

*Contact form

• Why have I not received all parts of my order?

If you have not received your whole order, don’t worry – it will arrive over the next few days. On some occasions and for logistical reasons, the courier company divides the order into different deliveries. If your missing items have not arrived within 3 business days of the delivery of the first part of your order, you must report this via your personal account on our website:

1. Log in and access “My Orders”.

2. Select the order you need to report by clicking “View Order”.

3. Click “Return order or report an issue”.

4. Fill out the form to report your issue by selecting the option “Product missing from the order”. You must indicate the packages or products that you are missing in “Notes”. The more details you provide, the quicker the process will be.

We will send you an email within three working days with the outcome of your request. If you placed the order as a guest and, as a result, it is not linked to any account, please create an account with the same email address you used to place your order and follow the steps explained above.

• Which European countries do you ship to?

Austria, Belgium, Bulgaria, Denmark, Croatia, Czech Republic, Denmark, Estonia, Finland, Germany, Great Britain, Greece, Hungary, Ireland, Italy (includes Sardinia and Sicily), Latvia, Lithuania, Luxembourg, mainland Spain (includes Balearic Islands), Metropolitan France (includes Corsica), Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden and Switzerland.

• Does the furniture come assembled?

The technical details, which you can find on each product page, specify whether the it requires assembly or not. If it does require assembly, the product is accompanied by step by step assembly instructions explaining how to do it.

Orders

• Do I need to register in order to make a purchase?

It is necessary to register with Online-chair.com to make a purchase. That’s because your details are saved for any future purchases, and you’ll be able to see the status of your order in the customer area. It also means you can download invoices, and manage incidents/returns more easily.

• I have not received any confirmation or delivery email after placing my order.

Check your spam or junk email folders. If it’s not there, please contact us here*.

*Contact form

• How do I amend my order?

To make changes to your order, you need to cancel the one you have made and make a new one for the products you want.

We can only cancel your order if it has not yet been dispatched. If it has, please contact us here*. If it has already been dispatched and you want to cancel it, you must wait until you receive it and then process the return** via the website, using your online account. If you placed your order as a guest and, as a result, it is not linked to any account, please create an account with the same email address you used to place your order and follow the steps explained above.

*Contact form

**Return policy

• How do I cancel my order?

We can only cancel your order if it has not yet been dispatched. If it has, please contact us here. If it has already been dispatched and you want to cancel it, you must wait until you receive it and then process the return via the website, using your online account.

If you placed your order as a guest and, as a result, it is not linked to any account, please create an account with the same email address you used to place your order and follow the steps explained above. For changes to your order, you must cancel the one you have made and make a new one for the products you want.

• How do I place an order?​

To place an order, select the product you want, enter the amount and add it to your basket. It’s that easy! In the upper right-hand corner, next to the bag icon, you will see the number of products in your basket. If you click there, the website will bring up all the details.

Once you are ready, click “Proceed to payment”.

You can also visit our physical stores to shop or use our computers to place an online order.

Payments and Billing

• I want to amend my billing information

You can amend your billing information from your online customer account:

1. Log into your account

2. Click “Address Book”

3. Select the billing address you want to edit and click “Edit”

If you are placing an order, in the last step of the purchase, you can change your billing information in the “Billing and delivery address” section.

• Are online payments safe?

At Online-chair.com, we take the security of your personal and bank data very seriously. When you pay securely with your card through the Stripe payment platform, your payment is made using the SSL security protocol.

You can be confident that our web server is protected when you see the closed padlock icon next to the page URL in your browser, or by checking the URL directly, which starts with “https”.

• How do I pay for my order?

We accept almost all credit and debit cards. You can also pay with PayPal or by bank transfer. PayPal is a platform where you can make secure payments using your personal PayPal account or bank card, without sharing your bank details.

• I need the invoice for my order

To download your order invoice, log in and access the “My Orders” section in your personal account. Once you have selected the order for which you want the invoice, click the “Download Invoice” button that you’ll find at the bottom.

If you have placed an order as a guest and, as a result, do not have a personal account, you must create a new account with the same email address with which you placed the order and follow the steps explained above.

Products and availability

• What guarantee do products come with?

From the date of delivery, all products come with have a two-year guarantee for manufacturing defects, covering the repair and/or replacement of the affected parts. For the guarantee to be valid, it is essential to provide details of the purchase, product reference, defect and the affected part, as well as images showing the damage or defects. If the problem is not due to a manufacturing defect covered by this guarantee, we reserve the right not to recognise the guarantee or to generate a charge for the transportation and repair of the product.

• The following are excluded from the guarantee:
• – Products that show damage caused by assembly, use or maintenance of the product that was not in accordance with the instructions provided by Online-Chair.com
• – Transporting the product without the original packaging.
• – Burns, cuts, dents, creases, marks, scratches or other damage, caused by animals or improper or incorrect use of the product as recommended and advertised.
• – Use and contact with chemical products (acids, solvents, dyes, paint, ammonia, lacquers or other hairdressing products), treatment with cleaning products not indicated for the specific upholstery of the guaranteed product.
• – Natural variations of color or texture that is typical for normal use, and/or maintenance not in accordance with the manufacturer’s specifications.
• – Non-premature wear or ageing of the product.
• – Indirect damage and losses of any kind.

• What’s the real color of a product?

The photos of our products are made against a white background and are always shot with a neutral calibrated light, which is the type we need to see the real color of the product.

The color may look different against different lighting when decorated in an interior.

Return, incidences and refund

• How can I return my order?
• Can I make a change of already delivered product?
• What do I do if the product is damaged or faulty?
• Are returns free?
• When will I receive a refund for returning my order?
• I have still not received my refund. What do I do?
• Which courier will collect my order?
• How many days do I have to return my order?
• The courier has still not contacted me to arrange the collection