FAQ

What is express delivery

Many of our items are manufactured to order, especially large custom items like sofas which have a lead time of 10-14 weeks (not including holiday periods). Express delivery are items that are in stock with our manufacturers/supplier or have a shorter lead time, this means they can be delivered from our warehouse to you from 1-4 weeks. Depending on the manufacturer, please view individual products for lead times. We send items individually,

PLEASE NOTE

We do not collect your full order and send all together, we send indivually.

We of course endeavour to get your items to you as soon as possible, Any questions please let us know.

Is online payment secure?

Our payment system is completely safe and secure. All transaction information passed between credit card payment providers site and the is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and is signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing you pass through us can be examined, used or modified by any third parties attempting to gain access to sensitive information.

How else can I get a feel of what the product looks like.

Think of our website as a virtual showroom. Zoom in on the high-resolution product images to take a closer look. We are also more than happy to send you fabric samples of the upholstery we use - please do not hesitate to request a sample of anything you like the look of. This includes the leather we use to make our furniture.

How can I be assured in quality

We take great pride in our products, which are all made to a high standard of quality and manufactured to meet British safety requirements. We also take great care in packaging our products to ensure they are not damaged during transit. Rest assured we aim to bring you the same quality you would find from some of the top high street brands at a fraction of the price.

Which payment methods do you accept?

We accept most credit cards including Visa and MasterCard. Please note that we must receive a full transfer of the total amount for an order to progress.

Will I get receipt / invoice

Yes. We will send you an email confirming your order and the payment amount, in your 'my account you will also be able to download your invoice via PDF which will show the breakdown of you qty of items, estimated delivery time, purchases, inc VAT, delivery and so on.

Do you offer trade discounts

Whilst we think our items are competitively priced compared to the high street we can offer trade customer discounts. The discount will vary depending on the quantity and the type of products required so email us your requirement and we will provide you with a competitive quote.

Do you offer weekend delivery

We do not offer this as part of our standard delivery, however please contact us via email at customersupport@designereditions.com if you are interested in a quote and we will try to assist you.\nThis is something we are looking to automate in the near future.

How will my delivery be arranged

Once your item is reay for delivery to your delivery address, you will be contacted the third party carrier of your choice to advise the days on which they will deliver to your area and to work out when delivery is most suitable.\nPlease note for smaller items we use UPS / DHL for delivery solutions, for larger items we use a number of 1/2 man delivery services for UK and Europe.

What are your lead times

Lead times vary according to the products you choose, however, we endeavour to get your item to you via one of our delivery partners as soon as possible and will contact you via phone or email if we are expecting the item to take longer.\nAll lead times are approximate and can be found on each product page as estimated Dispatch time\nIf you select an in-stock items i.e Dispatch 3-5 days, delivery will usually take from 7-14 days depending on the item and which country you are in.

Will all my items be delivered together

Items are currently being delivered individually, due to the difference in lead times and delivery options e.g parcels to two man delivery from one product to another we do not store items in bulk for customers.\nThis would generate higher storage prices which we do not want to pass on to our customers.

Do items have a warranty

Of course, we only offer the best service available, depending on the manufacturer warranty runs from 1 year to a lifetime. This is dependent not only on manufacturer put product. Please check each product for the warranty given and full details. Please note lifetime warranty usually refers to Sofas and their internal frames, some manufacturers also so stipulate of course lifetime is 5 year of the product, not our life!

What do I do if my item is delivered damaged

In the unlikely event that your item is damaged, email us at customersupport@designereditions.com to request a claims form which you can fill out, attach pictures for us to process. We will acknowledge your email and work out the best way to resolve the issue for you. Either a replacement part or a new item will be sent to you and one of our delivery partners will arrange collection of the damaged product if necessary. Please note that damages are rare due to the care is taken in the packaging and transit of our goods and quality control process.

What can I do if I do not like the product once it is delivered

This is perfectly fine as long as you contact us by phone within 7 days of receipt of the delivery of the product. However, the product has to be returned in same packaging and quality, unused and unscathed.

What happens if I receive the item/s and I do not like them?

This is perfectly fine as long as you contact us by phone within 14 days of receipt of the delivery of the product.

Please Take Note!!\nWe reserve the right to deduct 15% restocking fee if goods are not received in a reasonable condition or with their original packaging. We have previously had occasions where customers have delivered the items back to us without packaging and these are then damaged in transit.

Please be aware Designer Editions items are packaged for European delivery to the highest standards

I placed an order but didn’t receive my order confirmation

If you placed an order but haven’t heard from us since please check your junk folder or spam folder to check if it is in there and if so then add us to your safe senders list. If you still can’t find it then email or call us and we will look into it for you.

Do you have a showroom

We do not have a showroom, presenting our products to our customers in the best way possible via high-resolution photography and in some cases, video helps the customer choose their order without the requirement of expensive rent, business rates, and associated costs. We take this saving and pass it on to you the customer, therefore offering the great quality product at a great price.

Do you deliver

We always deliver!\nWe deliver to most European countries, please fill in your delivery address on check out to determine the cost, if you have any other question please contact us via Live Chat, Telephone or Email our fab staff are always happy to answer any questions if you can not find the answer here.

How can I get independant reveiws from previous customer

We have received a great deal of glowing feedback. To find customer references, please select the 'testimonials' page on our website or click here. Alternatively, you can read what our customers have to say about us on the independent internet consumer safeguard forum Feefo. please click on trust pilot approved picture for direct link.

How long will it take to receive my order

If the item isn't in stock lead times can be from 8-12 weeks depending on the time of the year. Middle January to Start of Februrary lead times can vary but can be up to 16 Weeks, If this is a problem its best to request a lead time first, we will always be transparent to ensure we manage customer expectations. At Designer Editions we are able to offer our customers the best prices and the best quality because we mainly manufacture to order. Our shipments come in to our sorting facility and are sent out within 48 hours therefore were not paying for storage, staffing and all other associated costs, so we can pass the saving onto you our customer. The advantages of this are ofcourse as mentioned the cost saving, but also we're able to offer to customer a large array of super lovely, quality products from the best manuacturers.

Whats the difference between Premium & Italian Leather

Premium (Aniline) and Italian (Top Grain Correct) Leather are both perfect finish for upholstering our furniture.
There are of course slight differences in quality and the milling (tanning/manufacturing) process of the leather.

Premium (Anline) leather aesthetically has less grain in the leather, it is milled more for a softer feel, and the leather
is of higher quality with fewer imperfections.

Italian (Top Grain Correct) Leather is slightly thicker than Premium, the finish has more of an apparent grain to the leather,
whilst soft to touch it is used more on lounger chairs, benches, stools, cushions. Italian leather is also more processed milling/tanning process, there is usually more imperfections that will be corrected in the process to conform with the rest of the leather.
This is usually small insect bites.

Covid 19

FAQs

Hi there! Designer Editions here.

During this pandemic period, we would like to give our assurance that Designer Editions is observing best practices to ensure the safety of our staff and customers. It is open and happy to serve you. We deliver your orders as usual and follow a no-contact delivery process to keep everyone safe.

Our foremost commitment is to safeguard the health and protection of our warehouse staff so we are following enhanced measures such as social distancing, split work shifts, and heightened hygiene.

Other staff who can work from home like the Customer Services team are doing their jobs at the comforts of their abode. You can send your concerns and other matters via email and rest assured that our dedicated personnel will take care of them just like before. We also keep this FAQ page updated with the latest information, so stay tuned.

FAQs

Q. Are you still accepting orders online?

A. Yes. It is business as usual for Designer Editions. Feel free to browse our list of products and order online.

Q. What will happen to my pending order?

A. We guarantee that it will be delivered to your doorstep. You can check its status on ‘Track My Order’ or call our Customer Services for updated information on its delivery.

Q. What precautionary measures do you impose to your warehouse staff/couriers to prevent the spread of COVID-19?

A. Every person involved in the process follows our safety protocols. We make the safety and health of our customers, carrier partners, and staff our number one priority. In our warehouses, everyone is observing frequent and proper handwashing. We introduced split shifts to keep a minimum number of workforce and avoid possible contamination. Our trusted carriers are also deploying strict working practices and we continue to share information as we work together every day. They also offer no-contact delivery only and refrain from entering your home.

Q. Do you observe a no-contact delivery process?

A. Yes, we strictly implement a no-contact policy during the delivery process. The delivery team will put your order in the driveway, garage, garden, outside the house, or in any location you requested while observing social distancing restrictions. For those living in apartments and flats, the item will be placed in the doorway or reception area.

Q. I am currently self-isolating. Can you still deliver my order?

A. Yes, we will still deliver the item you ordered. No worries because we conduct a no-contact delivery process.

Q. I am self-isolating. Can I return my order and refund the payment?

A. Yes, of course. We practice a no-contact pickup to retrieve the item if you are self-isolating. We also offer an extended 30-day return period to give you time for your self-isolation and booking of the item. Please make sure that the item is properly repackaged to ensure a hassle-free collection of our carrier. Please contact Designer Editions’ Customer Services to arrange the return.

Q. Can I change the location of the delivery?

A. Yes, you are allowed to change the delivery location. Contact our Customer Services for this matter and supply the necessary details.

Q. I am self-isolating but expecting a large item delivery. What will be the delivery process now?

A. We respect your self-isolation and conduct a no-contact delivery of your item. If you are living in an apartment, we will deliver it outside your door.

Q. Are there changes in your return process or policy during this period?

A. To keep you worry-free during this pandemic time, we modified our return policy by extending it to 30 days, so you will have enough time to book the returned item.

Q. Are your customer services always open?

A. Yes. They are always ready to accommodate your concerns and questions during this period.

We’ll keep in touch if things change.

Please stay safe and look after one another.

Where can I find indpedant reviews

We have received a great deal of glowing feedback. To find customer references, please select the 'testimonials' page on our website..

Alternatively, you can read what our customers have to say about us on the independent internet consumer safeguard forum Trustpilot.

Rest assured we endeavor to deliver.

What does 'Dispatch' mean on product page

Dispatch is the estimated time when the items are dispatched from our warehouse in China / India, we have numerous suppliers from Jaipur in India to Tallinn in Estonia. We do not collate your separate products, this would incur costs which we would then have to pass on to our customer. We deliver your items separately, therefore getting you your products as soon as possible and as cost-effectively. Designer Editions tries to offer the best service possible, from website presentation, quality of goods, selection of goods on offer and overall customer service. When we give our lead times we try to offer a reasonable time for the items to be delivered to the UK, picked, packed and shipped to you, our much-loved customers. Please note dispatch times are an estimate, we can not be held liable by outside influences, which may or may not be standard. For example, Holiday periods, Christmas Time, Partner companies traditional holidays and so on. So there may be some variation.

Reproductions The Law

Whilst there has been a number of conflicting "stories" with regards to designer copy right law in the UK over the last 5 year, we would like to offer the follwing information from Gov.UK.

https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/606207/160408_guidance_s52_final_web_accessible.pdf

Please note sections:-

What artistic works are covered by this change? – Page 5

Works of artistic craftsmanship – Page 7 / 8 / 9

Any questions please let us know.

Damaged Goods

If you receive an item that is damaged please contact us at customersupport@designereditions.com, we will need a full explanation of the damage, packing photos Order number, name, and address to assess how to resolve the issue.\nPlease note many items are manufactured to order, if you received your custom item damaged lead time will apply.\nPlease note many items are manufactured to order, if you received your custom item damaged lead times will apply.

What area's does free delivery include

Occasionally we offer free delivery for select items, periods of time, certain products or certain countries, this will be promoted on the website at time of promotion. Free delivery will only be to main land parts of a country or countries and will not include highlands, of shore islands or other external reaches of normal delivery by our couriers. Unfortunately this is a case by case bases, as the algorithms are not possible. If you have place an order for free delivery and it is not within these normal delivery zones we will call you to offer a delivery rate or cancellation.

Returns

The Supplier offers a 30-day returns period for all of Goods. If the Buyer changes their mind or the product is unsuitable they can return the goods in line with our returns policy. If you need to return then please contact us by email at customersupport@designereditions.com within 7 days of the date of collection of the Goods by the Buyer or third party carrier. There is an admin/restocking fee of 15% which is deducted from the product value of the order. Please note that any delivery charges that have been paid will not be refunded. If there is ‘Free Delivery’ offers, the original delivery cost in addition to the 15% admin/restocking fee will be deducted from the product value of the order. You can arrange to return the products back to our Warehouse to avoid the deduction of refund. Goods must be returned in the original packaging with adequate insurance during the return journey and must be in the same condition as when they were dispatched by the Supplier. Goods to be returned in good condition. Within 30 days of their return to the Supplier, the Supplier will make an inspection as to the condition of the Goods. If the condition is acceptable then the Supplier must make arrangements to refund the Buyer within 30 days of the date of the Supplier’s inspection. Refunds will be made using the same method of payment that the Buyer used when purchasing the... Read more

The Big Brexit Questions

At designereditions.com we want our customer experience to be a seamless one, therefore, we have contracted our couriers to deliver all goods throughout Europe ‘DDP’.

We are now sending all items out via DDP with our couriers.

What Is Delivered Duty Paid (DDP)?
Delivered duty paid (DDP) is a delivery agreement whereby the seller assumes all of the responsibility, risk, and costs associated with transporting goods until the buyer receives or transfers them at the destination port. This agreement includes paying for shipping costs, export and import duties, insurance, and any other expenses incurred during shipping to an agreed-upon location in the buyer's country.

With regards to you, the customer's experience when buying from designereditions.com , very simply - nothing changes.

Please see the links below with regards to DDP

https://www.tradefinanceglobal.com/freight-forwarding/incoterms/ddp-delivery-duty-paid/

Soap Treated Wood Care Guide

Light coloured with grain and structure visible, soap treated wood are the closest to raw wood and the most natural of finishes. Soap treated wood age beautifully. As the surface becomes more treated through every day use and washing in soap solution, it will also grow more resistant to dirt. To maintain the longevity and appearance of each piece, soap treated wood should be maintained every 2 to 3 months with non-abrasive detergent made from 100% vegetable, unscented, natural, white soap diluted with lukewarm water. Dirt and spots of oil can be cleaned using a light, damp cloth by wiping softly and not scrubbing hard against the wood. Ensure any excess water is wiped off using a soft microfiber cloth. It is important to avoid placing abrasive objects on timber. Coloured liquids can also cause very deep spots. Please note that incorrect use of the care instructions is not covered by the warranty. If unsure, seek a professional to maintain the furniture.

Oil Treated Wood Care Guide

Oil treated wood are darker than soap treated wood. Oil treatment creates a soft glow that brings out the contrast in grain and structure of the wood. Oil treated wood age beautifully. As the surface becomes more treated through every day use and proper care, it will grow more resistant to dirt, turns darker over time and reach a rich patina, enhancing their character and warmth. To maintain the longevity and appearance of each piece, oil treated wood should be maintained once a year with special vegetable oil based products. Clean the surface first before applying oil refresher products. Do not soak in water. Dirt can be cleaned using a light, damp cloth by wiping softly and not scrubbing hard against the wood. Ensure any excess water is wiped off using a soft microfiber cloth. It is important to avoid placing abrasive objects on timber. Coloured liquids can also cause very deep spots. Please note that incorrect use of the care instructions is not covered by the warranty. If unsure, seek a professional to maintain the furniture.

Global Shipping Container Shortage

The global shortage of shipping containers, primarily caused by the Covid-19 pandemic, has led to drastic inflation in shipping and container prices and increased delay times for companies. Freight shipping has found itself in a unique situation where unforeseen events have left a global shortage of containers, which has had a domino effect down the supply chain, disrupting global trade. Early last year, when the Covid 19 Pandemic began to spread, many countries began implementing national lockdowns and ceasing the production of goods, which ultimately pulled the plug on economic growth. Shipping companies began reducing the number of cargo ships that were being sent out. This not only stopped the usual flow of imported and exported goods, but also saw empty containers not being collected. The most significant example of this can be seen in the American regions, where Asian containers could not be sent back due to Covid-19 restrictions. As countries started to grapple with Covid-19 to recover, China-the first country to be impacted by the disease-began to recover. A significant number of containers have found themselves in inland... Read more