Warranty and repair
Service requests and handling
I have a complaint or service request. Where can I go?
On this page, you will find a link to submit a service request. Once submitted, our customer service team will review your request as quickly as possible. You can also reach us by phone.
What information should I include in a service request?
Please provide as much detail as possible so we can assist you quickly and effectively. We require:
Your details:
Customer number, email address, phone number, first and last name, and the furniture store where the purchase was made (online can also be selected).
Furniture details:
Description of your furniture, delivery date, description of the issue and the cause of the problem.
Images:
An overview photo and several detailed photos.
Warranty:
Please indicate whether your request falls under warranty.
Do I need to add photos to a service request or email about a complaint?
Yes, we prefer to receive multiple photos so we can assess your request as accurately as possible.
How quickly will I receive a response if I contact you by email?
This depends on current demand. In most cases, you will receive a response within 2 to 5 working days. If it takes longer, you will receive an automatic email with the expected response time.
What happens after I submit a complaint or service request?
Warranty and terms
How long is the warranty on my furniture?
You receive a 2-year warranty on your furniture.
Does the 2-year warranty apply to all furniture?
Yes, this applies to all furniture. With the All-in house service, you can extend the warranty on seating to 5 years. After the initial 2 years, All-in house takes over the warranty. The All-in house service also covers stubborn stains and damage.
What is the All-in house service?
With the All-in house service, you choose added reassurance. You receive a 5-year warranty and additional service. You can find all details on the All-in house page.
What is covered under warranty for dining tables?
1. Glue joints in oak or walnut tables that develop within 2 years of purchase
2. Damage identified at the time of delivery
3. Other production or structural defects. Please submit a service request for assessment to determine whether your issue falls under warranty.
You can find more information on our terms and conditions page.
Damage and other defects
What should I do if I notice damage shortly after delivery?
If you notice any damage after delivery, please contact us as soon as possible. We will look for a suitable solution straight away.
Is the natural movement of wood covered under warranty?
Wood is a natural material and may respond to its environment. This means it can expand or shrink with significant changes in humidity or temperature, which may result in drying cracks.
It is important to understand that small drying cracks are not a manufacturing fault, but a natural characteristic of solid wood. Even with carefully selected materials and refined finishes, this can occur. These cracks do not affect the structural quality or lifespan of your furniture.
We recommend reading our page on indoor humidity to create the best conditions for your wooden furniture. To minimise movement, we advise maintaining a humidity level between 50% and 60%.
Are slight colour differences, knots and variations in structure normal?
Yes. Wood is a natural material, meaning every plank is entirely unique. The grain and pattern of your table top will therefore always differ, and small knots and subtle colour variations are to be expected. Tip: if you prefer fewer visible knots, consider refined oak. You can read more about our materials on our oak page.
When is a material characteristic normal, and when is it a defect?
Knots and slight colour variations are considered natural characteristics of wood. Significant damage is not. In that case, please contact us immediately after delivery.
I have small scratches on my table. What should I do?
Our tables are designed for daily use and are finished with a protective lacquer. Small scratches caused by everyday use cannot always be avoided. Think of contact with tableware, cutlery or keys. You can minimise this by using coasters and placemats.
The visibility of scratches depends on several factors:
1. The colour of the table top (scratches are often more visible on darker surfaces)
2. The direction of light; in raking light, almost all surface irregularities become visible
3. Whether the table top is brushed; a brushed finish can make minor surface marks less noticeable
What should I do if candle wax gets onto my oak table?
Allow the wax to harden completely. Do not attempt to remove it while it is still warm or liquid. Once hardened, carefully scrape off as much as possible using a card, taking care not to scratch the table surface itself. The remaining layer can then be gently reheated so it softens and can be wiped away. You can use a hairdryer for this. Start on a low setting and increase slightly if needed. Wipe away the softened wax with a warm, damp cloth. Any final residue can be removed with kitchen paper while the wax is warm.
If a slight film or grease mark remains, clean the surface carefully with a soft, damp cloth. Alternatively, use a wood cleaner to refresh the entire table top. You can find more detailed guidance in our blog on removing candle wax. Please note that any remaining film may be more visible on darker table tops.
Still haven’t found the answer to your question?
Please contact our customer service team. They will be happy to assist you further.
