Customer service

If the product is in stock and you have placed the order on working days before 4 p.m., your order will be sent the same day. If the product is not in stock, you will see the delivery times with the product.

Once you have placed your order, and the product is in stock, then we will probably not be able to adjust it anymore. Our warehouse employees are so super fast that the product is so super fast ready for our couriers before we can change something.

If you have ordered a product that is not in stock, then we may be able to change something. Provide your change through our customer service.

If you want to cancel your order and the order has not yet been sent, we can make this in order for you. You can also contact for this Customer Service@dimehouse.NL.

If a product is in stock, this is on the product page. If this is not the case, there is an expected delivery time.

All delivery times are mentioned in our webshop with the product. These delivery times are an indication and can be found in the large green bar with the product.

Your package can be supplied by one of our carriers, for example PostNL or by DHL. The courier determines the size of the package.

Packages within the size 100x70x58 cm are usually delivered by PostNL (within the Netherlands). Packages larger than this size are sent by DHL, DPD or PostNL Extra@Home.

On the evening of shipping you will receive a shipping confirmation that your package has been sent with a track & trace code with which you can follow the shipment. 

Do you live in an apartment complex on a higher apartment? Then conditions may differ per courier (both with and without lift). Ask our customer service about the conditions.

Shipping is free in both the Netherlands and in Belgium from an order value of € 50. Below you pay € 4.95 shipping costs.

You can pay afterwards via Klarna. Please note, when products have a delivery time, it is not possible to opt for the Pay afterwards option.

After placing the order, Klarna sends an invoice with a payment request, with 8 weeks as an outer payment date for you as a customer. This payment method is therefore not suitable for orders with a longer delivery time.

That is certainly possible and as soon as you order for business via the webshop you can immediately enter the VAT number so that the VAT has been shifted.

It is not possible to pay on invoice. If you are a business customer, you can request a quote via klantenservice@dimehouse.nl.

It is not possible to pay with VVV vouchers.

As soon as your order leaves our warehouse, you will receive a track & trace code by e-mail in the evening between 7 p.m. and 11 p.m. so that you can follow the shipment.

Unfortunately, it is not possible to have your package delivered directly to a collection location.

If you are not present during the first delivery attempt, your order will be delivered to a collection location.

You can register your return via your account on the webshop.

Log in with the email address with which you ordered. You will then be in a selection menu and here you can select a return option.

You can opt for a return label and with this you can bring the package to a PostNL location yourself.

You can also opt for a collection assignment in consultation with our customer service. In that case the package will be collected at your home.

Please note: a collection assignment is only possible on working days and without exact time indication. You must therefore be at home between 9 a.m. and 6 p.m.

When you have received a product with damage, you must report it within 3 days via customer service. We are happy to resolve the complaint together with you.

Do you not want to keep the product, and therefore return? Then you can register the return via your account on our website. Log in with the email address with which you ordered. From here you can make your return request.

You can return your order for free within 30 days. For this you can register your order via the webshop. To improve our services you really help us if you add a reason.

It is not possible to exchange an order. If your current order is not satisfactory, you can return it free of charge.

You can then order the desired product via the webshop.

Your return must meet these conditions:

• The product was received by you less than 30 days ago.
• The product is not mounted, put into use, damaged or incomplete.
• The product is well packaged, so that (additional) damage is prevented during the return.

You are responsible for correctly returning your order.

We advise you to save the box after receiving the piece of furniture.

We check every return. Additional claims during the return process are deducted from the amount to be credited.

Returns are usually processed in our warehouse within 14 days of receipt. We will process any credit within this period.

If you no longer have packaging, you must provide suitable packaging material yourself.

You are responsible for the damage -free return of the products. Any damage incurred will be deducted from the amount to be credited.

If you have a complaint, you can report it via the chat on the website, or via Customer Service@dimehouse.NL. We are happy to resolve the complaint together with you.

• Dimehouse Gives a general guarantee of 2 years on all products.
• A guarantee of 3 years is given on wooden frame works.
• A guarantee of 5 years is given on metal parts.