FAQ's
Do you have questions? We have answers!
We are happy to have you as a customer and have compiled the most frequently asked questions for you.
order
Here you will find some frequently asked questions about orders, returns and payments.
Where can I see my order status?
Once your order has been received, you will receive an order confirmation via email. As soon as there is a change in the status of your order, you will also be notified via this email. If you subscribe to our WhatsUp newsroom on WhatsApp, you will also receive notifications via this email.
How can I change/cancel my order?
If you wish to change or cancel your existing order, please contact our [department/team/etc.] directly. Customer support.
How do I get the gift card?
As soon as we receive your payment, you will receive an email from us containing the voucher code.
How can I register a return?
If the 14-day warranty period has not yet expired, you can return the product to us undamaged in its original packaging. Shipping costs are non-refundable. To receive the return label, log in to your customer account using your login details and request a return for the desired product.
How can I report a complaint?
Is your item defective or damaged? We're truly sorry. To return your order or part of it, please contact our Customer service.
What payment methods are there?
We offer the following payment methods: credit card, PayPal, invoice with Klarna, ApplePay, GooglePay, ShopPay and Sofortüberweisung.
shipping
Here you will find answers to frequently asked questions about delivery times, shipping costs and countries we ship to.
What are the delivery times?
Delivery time is currently 3-5 business days, but may be delayed due to holidays, New Year's Eve, etc. For bulky items and freight forwarding, please allow 5-8 business days. For custom-sized orders, delivery can take up to 12 weeks.
Why are delivery times so long?
Our furniture and home accessories are designer, not mass-produced. We place great emphasis on robust materials, high-quality welds, and easy-care coatings. In short: quality. And quality takes time. In return, you can enjoy long-lasting products.
Which countries are supplied?
Apart from Germany, we ship to Belgium, the Czech Republic, Denmark, France, Luxembourg, the Netherlands, Hungary, Ireland, Italy, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland, Austria and Poland.
Shipping
Shipping costs within Germany are €5.95. Shipping costs for freight forwarding are €35.00. Shipping is via GLS, DHL, or a freight forwarding company.
Shipping costs Austria: from 10.95 euros
Shipping costs Switzerland: from 35 euros
Products
Here we answer frequently asked questions about materials, assembly, stability and care of our products.
How are the clothes rails and towel rails installed?
1. Pre-drill a hole in the wall or ceiling. Use a suitable drill bit for concrete, wood, or drywall.
2. Insert the included universal dowels into the holes. These dowels are only suitable for concrete. If you have a wooden or plasterboard ceiling, you can find special dowels at your hardware store.
3. Screw the included mounting bolts in place using the large screws. Pay attention to the position of the small holes in the bolts—they should point in one direction.
4. Place the rod on the bolts and screw the small grub screws into the large ones, applying a little pressure.
Notice: Due to the long lever arm, slight swaying is physically given and therefore normal.
How long does it take to install clothes rails or towel rails?
In an Instagram survey, 60 percent of the followers who participated stated that they needed less than half an hour to assemble it.
Are the coffee and side tables also suitable for outdoor use?
No, our coffee and side tables are not suitable for outdoor use.
Are the wooden table tops interchangeable?
While the frame of our coffee tables is completely welded together, the wooden panels are only screwed together, so that the table top can be replaced independently if necessary.
Is the KORSINA baby cradle TÜV-certified?
Our KORSINA baby cradle has been tested and certified for safety and harmful substances by TÜV Rheinland.
How stable is the KORSINA baby cradle?
Our KORSINA baby cradle is fully welded and therefore requires no screws or similar joints. It is delivered fully assembled and ready to set up. Thanks to the high-quality welds, the cradle is very stable and will not fall apart.
As with any other baby crib, it is recommended that a baby should only be placed in it up to the age of about 6 months, as from this point on the child can already turn over or sit up independently.
How much weight can the RUBI clothes rail hold?
Our RUBI clothes rail can hold approximately 30 kilograms. The specified weight should not be exceeded.
How much weight can the PALO coat hook hold?
Our PALO coat hook can hold approximately 7.5 kilograms. The specified weight should not be exceeded.
How much weight does the leather hold S-Tick out?
Our leather S-Hook can hold approximately 7.5 kilograms. The specified weight should not be exceeded.
How much weight can the TENSI towel holder hold?
Our TENSI towel rail can hold approximately 30 kilograms. The specified weight should not be exceeded.
How much weight can the NEVA shoe rack hold?
Our NEVA shoe rack can hold approximately 90 kilograms. The specified weight should not be exceeded.