FAQ

FAQ is available only in English. We are working to make this page on available on German.

If you have any questions regarding our products, processed orders, or if you require assistance at any time during the shopping process please email us. We are happy to be of assistance – [email protected]

I HAVE A QUESTION ABOUT DELIVERY?

Where does the order come from?

Your order is always delivered directly from the warehouse of our supplier in the Netherlands.

What is the delivery time?

In the product description of every item you can find the approximate delivery time, which varies based on the item and brand. In case of products not in stock, we will notify you by e-mail when your desired items are available.

Do you ship worldwide?

Yes, we ship worldwide. For more information please contact [email protected]

Deliveries to NON EU countries, such as Switzerland and Norway?

For all orders for Swiss and Norwegian customers prices are excl. VAT. Customs and any further tax obligations fall on the customer. Our delivery company will take care of the customs declaration and all the necessary documentation when importing goods.

How do I know when my order is shipped?

Once you place your order with us, we’ll provide you with the necessary tracking information. Estimated delivery dates vary due to carrier shipping practices, delivery location and the items you order. Out of stock or special made-to-order items usually ship from our distribution center within 4 to 12 weeks.

Contact us by email at [email protected] with any questions or to discuss special delivery options.

Do I need to check the goods upon delivery?

Upon receipt of the goods, please note that it is your responsibility to check the goods for any faults or damage and record any problems on the delivery receipt.

Part of my order is missing

Occasionally we don’t send out a complete order since different items purchased may arrive at our warehouse at different times. Please check your delivery note to see if any of your items will be arriving separately. If the delivery note says an item should be in your parcel but it isn’t, please contact our Customer Services team at [email protected]

What if I have received an incorrect item?

If you have received an incorrect item in your order, please contact our Customer Service team and we will organize a free collection service to pick the item up from you. Wherever possible, we will endeavour to organise a replacement item for you. To contact Customer Service please email [email protected]

What happens with faulty or damaged items?

In the event that your order arrives in a faulty or damaged condition (including bespoke orders), please contact us within 48 hours or before sign off in the case of damaged furniture by e-mail. We will ask you to email a photograph of the damage along with a brief description to [email protected] Please note that without the correct information and images we will be unable to assess items for you.

Home Story customer service is happy to arrange the collection and return of any damaged or faulty goods. Once we have received the product it will be inspected, and replacement will be arranged at our expense.

If I order several items, will they be delivered at the same time?

At times we don’t send out a complete order since different items purchased may arrive at our warehouse at different times. Upon special request, we can arrange for orders to be shipped simultaneously. For further information please contact us under [email protected]

Can I change my delivery address?

It is possible to change the delivery address as long as your goods have not already been shipped.

I HAVE A QUESTION ABOUT PAYMENT?

Information for Designers and Business Customers

Home Story is very happy in collaboration with the business customer. We can therefore issue a exclude VAT invoice to any business buyer. In order to issue exclude VAT invoices, the full company name, address and company VAT number are required. Of course you can also request a quote specifically for the item required.

For any further information and services please contact us on [email protected]

Stripe methods

A range of perfectly integrated secure payment products: Card, Sofort and Sepa-Banking.

After placing your order, you will receive an e-mail from us containing the order confirmation and your order number.

PayPal

With PayPal, the customer can instantaneously pay his purchases through the internet. PayPal offers optimal protection and is available in 190 countries. Our payment provider accepts 5 different currencies, in cooperation with PayPal.

Klarna payments*

Klarna is one of the world’s leading payment providers and a licensed bank that is fundamentally changing the payment experience for buyers and merchants. The company, which was founded in Sweden in 2005, enables consumers to settle outstanding payments quickly, easily and securely, and that immediately, later or in installments.

*Available only in chosen countries

Bank transfer

When you place your order, you will receive an e-mail containing a PDF invoice. Our bank details are stated in this invoice, through which you can then transfer to us (online, usually). Only once we have received your payment, will the packaged item be sent.

Bank details

Home Story GmbH. Traklgasse 25/1 1190 Vienna Austria

Bank: Raiffeisen Bank
IBAN: AT363200000011590353
BIC: RLNWATWW
FN: 404483d
UID: ATU68248906

I HAVE A QUESTION ABOUT DAMAGE?

What is your return policy?

We hope you will be pleased with your order. However, if for any reason your order is not as you expected, we will be more than happy to offer you an exchange or a refund excluding the original cost of delivery. This relies on the condition that the products are returned complete, in perfect condition, as well as unused and with the original packaging.

Please note that this does not apply to non-standard, customized or made-to-order products, as well as any products purchased during special sales or promotions of any kind.

What happens with faulty or damaged items?

In the event that your order arrives in a faulty or damaged condition (including bespoke orders), please contact us within 48 hours or before sign off in the case of damaged furniture by e-mail. We will ask you to email a photograph of the damage along with a brief description to [email protected] Please note that without the correct information and images we will be unable to assess items for you.

Home Story customer service is happy to arrange the collection and return of any damaged or faulty goods. Once we have received the product it will be inspected, and replacement will be arranged at our expense.

Customer satisfaction

As an organization, we strive to fully satisfy our customers’ needs, and we want you to fully enjoy your online shopping experience at Home Story. We wish to treat our customers as we would wish to be treated; we believe in service and personal contact, so don’t hesitate to contact us! 

Thank you for shopping at homestoryonly.com