FAQ

DESIGNERBOX MARKETPLACE

 

1. DESIGNERBOX IN A FEW WORDS

2. ORDERS AND PAYMENT

3. PROUCTS AND AVAILABILITY

4. DELIVERIES

5. RETURNS AND REFUNDS

6. MY ACCOUNT AND PERSONAL INFORMATION

 

SUBSCRIPTION BOX

 

1. THE DESIGNERBOX CONCEPT

2. OUR PRODUCTS

3. MY SUBSCRIPTION

4. GIFT VOUCHERS AND CARDS

5. USING A PROMOTIONAL CODE

6. MY ACCOUNT AND PERSONAL INFORMATION

7. PAYMENT

8. DELIVERIES

 

1. DESIGNERBOX IN A FEW WORDS

By facilitating direct sales and developing strong editorial content, Designerbox has been challenging traditional distribution methods and showcasing accessible design since 2012.

Designerbox is now gathering pace and as of January 2019 is the first international platform for the sale and promotion of exclusively independent design and interiors talents. Ethical, Fair Trade, Transparent… This is a platform that places creativity at the very heart of its business model, because behind each and every object lie the knowledge and skills of a unique creator, and that is what makes us stand out.

2. ORDERS AND PAYMENT

How can I track my orders?

You can track your orders in real time. You’ll receive two automatic follow-up emails, the first confirming your order and the second telling you that your order has been sent by the seller. If you don’t receive these emails, check your spam folder as well as the email address you gave us.

If you have a customer account, you can follow the progress of any current orders going to Orders.

Your orders can have the following statuses:

 

I haven't received my confirmation email or an email saying my box has been sent.

First check the email address on your customer account. If it’s correct, check your spam folder (our emails sometimes hide there!).

 

How do I access my order details?

Go ‘Orders’ in your customer account, where you’ll find bills, the details of your orders and their shipping status.

Note that for subscribers paying on a monthly basis, there’s no defined end-of-subscription date because it’s you who decides when to terminate.

Hence, don’t be surprised if the dates continue beyond your minimum engagement duration. You can still unsubscribe with a simple click.

 

What payment methods do you accept?

An order on our website can be paid by:

 

Is my payment safe?

Designerbox takes the security of your data very seriously and uses SSL secure payment technology. Your personal data and your means of payment are encrypted as they pass from your browser to our payments processor MangoPay.

As soon as you’ve made an order on our Internet site, the URL begins with “https", which means you’re connected to our safe server. Some browsers designate this type of connection with a closed padlock or key symbol.

Is it possible to use several promotional codes for one order?

No, our promotional offers cannot be combined. However, our loyalty points can be used in conjunction with other promotions.

 

My promotional code won't work. What shall I do?

Are you sure you entered your discount code in the right place?

When you do, a new line appears under your basket, showing the amount of the discount.

The code has to be entered at the moment you confirm your purchase, in the dedicated box in your basket.

If it still doesn’t work, contact us at hello@designerbox.com or on 09 72 66 71 40, with your code and the product you want to buy, and we’ll find a solution as quickly as possible.

 

3. PRODUCTS ET AVAILABILITY

How do i know which products are available?

A product’s availability is flagged up on its page, just below the ‘Add to basket’ button. The product is either immediately available (‘In stock’) or available within a specified time-frame (‘Sent in X weeks’). In the latter case, you can still add it to your basket and buy it in order to reserve it. It will be sent to you within the time-frame mentioned. Certain products are produced to order – see the availability and delivery details on the specific product page.

 

I need more information about a product

Our product pages are as detailed as possible and should give you all the information you need. You’ll find all the details in the About this Product section.

You can also find out more about the object’s creator in the section Read About the Designer

How can I leave feedback for the sender?

Once you’re received your item, you’ll receive an email asking you for your feedback about it.

All comments are moderated before appearing on the site.

 

4. DELIVERY

Where does Designerbox deliver to?

Each seller has his or her own delivery zone. Consult the Deliveries and Returns section on the product pages to find out what this is in each specific case.

 

How long does delivery take?

Delivery times vary according to the production time of the item ordered. Certain products are made to order. Users should check the availability and delivery information on each product page.

 

Can I collection my item from the designer’s workshop?

The different delivery/collections available can be seen at the Delivery stage of your purchase. If the seller offers workshop collection and lives close to you, you can go and fetch your article by selecting this as your delivery method.

Once your order is ready, the seller will email you his or her exact address and to arrange a mutually convenient day and time to meet.

No payment should when collecting the item. The seller will be paid once the sale has gone through our site.

Note: no returns can be made if you pick up your item in person, so check that the article is right fo you when you pick it up. If you don’t like it, don’t take it; email us at hello@designerbox.com for a refund.

 

How much does delivery cost?

Delivery charges are set by each seller according to your country and region and the kind of items ordered.

 

My package has been returned to sender. What should I do?

Simply contact our customer services to organise a new delivery.

Note: If the package has been returned because the time-limit for fetching your order from a post office or parcel depot has elapsed, you will be charged for it to be sent again.

 

5. RETURS AND REFUNDS

If I'm not happy with my item, how do I return it?

If you don't like the item, you have a minimum of two weeks after receiving it to change your mind. The exact lenght of time depends on the individual seller but is never less than 14 days.

The earlier the request is made, the more quickly and easily it will be dealt with.

To return a product:

  1. Go to My Account and access your order details.
  2. For the item in question, choose Product Return. Fill in the form, explaining the reason for the return.
  3. Customer services will contact you as soon as possible to guide you through the return process. Once your cancellation has been actioned, you have a maximum of 14 days to return the item. You are liable for the return postage.
  4. Once your package has been received by the vendor, you’ll receive email confirmation and a refund.

Note: you are liable for the return charges. If the package reaches the vendor broken or damaged, you’ll have to make a claim with the shipping company, and we are unable to guarantee a full refund.

 

I received a damaged package.

You have 48 hours to contact customer services via your account.

To make your request :

  1. Go to My account and access your order details.
  2. Opposite the item in question, choose Product Return. Fill in the form explaining the reason for your return.
  3. Customer services will contact you as soon as possible to talk you through your exchange or return. If the vendor accepts the return, you will be provided with a postage slip so you can return the product for free.

 

Why has my request for a return of refund for a damaged item been refused?

Your request to return an object or for a refund because it has been damaged may be refused:

 

How is a refund made?

When our customer services process a refund, the amount is credited back to the account linked to your bank card. The time taken for the funds to show up in your account depends on your bank.

 

6. MY ACCOUNT AND PERSONAL INFORMATION 

How does my wishlist work?

The wishlist allows you to keep track of your favourite items by bookmarking product pages for easy reference.

To place an item on your wishlist

1- Go to the product page

2- Click on the small heart at the top, next to the main photo

Once the heart is filled in, the item appears on your wishlist, which you can go to be clicking on the heart on the top right-hand side of the home page. Note that placing an item on your wishlist does not mean you’ve reserved it.

To take an item off your wishlist, click again on the little heart in order to deselect it. When you go to your wishlist, the item will have disappeared.

 

Is there a Designerbox loyalty scheme?

Every time you buy something in our online shop (subscriptions and e-shop), you get points on your loyalty account. €1 = 1 point.

Once you’ve accumulated some points, you can convert them into a nice gift for yourself or others to a minimum value of €19.90.

100 points = €5 to spend on the site (minus shipping charges).

You can find your loyalty points in the Loyalty Points section of your Designerbox account.

If you’re a Designerbox subscriber you’ll also enjoy a 10% discount on all items sold and sent by Designerbox, and a 5% discount on all other items.

As a subscriber, you’ll also receive exclusive and preview offers by email.

 

I’ve forgotten my password. What should I do?

Don't panic. We can reset your password. To do this, click on the link "Forgotten your password? Click here" on the page from wich you log onto your account.

 

How do I subscribe to the Designerbox newsletter?

Subscribe to our newsletter at any time to stay up to date with our news.

There are two ways to do this:

 

How do I unsubscribe from the Designerbox newsletter?

If you no longer wish to be kept informed about Designerbox’s news and  the latest products, just click on the link at the bottom of any of our newsletters.

You can also go to your customer account and unclick the box I wish to receive emails about amazing special offers from Designerbox in the Personal Information section.

 

I’ve changed my email address. Can I still use my account?

It’s very easy to change your email address. Go to the Personal Information section of your customer account and change the address, then click on Confirm.

 

How can I protect my personal data?

In compliance with regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016, you have the right to access, rectify, erase and challenge your personal data as well as rights regarding the limitation and portability of your data.

You can exercise your rights by clicking on Close my Account or Reclaim my Data in the Personal Information section of your account or by contacting us at hello@designerbox.com.

If you’ve created a customer account, you can look at and correct your personal information at any time. You can do this by logging into My Account. Click on Personal Information to make changes to your profile.

 

FAQ DESIGNERBOX SUBSCRIPTIONS

1. THE DESIGNERBOX CONCEPT

A unique concept

Every month, receive exclusive, useful and fashionable objects dreamt up by the cream of current designers to kit out or accessorise your home.

Designerbox subscriptions mean:

A box delivered to your door each month, containing:

An EXCLUSIVE OBJECT worth at least €50, by an international designer

A MAGAZINE keeping you up to date with trends, news and interiors inspiration

SURPRISES in your Box, in your mailbox and on our website (Designerbox subscribers enjoy a 10% discount on all items sold and sent by Designerbox and a 5% reduction on all other items).

 

Designerbox offers:

- 2 subscription formulas starting at €19.90*/month including taxes

- 3 gift formulas from €79* including taxes

* minus shipping costs and dependent on how long you sign up for.

 

 

Why subscribe?

Designerbox’s subscription box concept is a way for our team to share their combined passion for international interiors and design.

We aim to instil in our customers a love for collecting as well as giving them the means to busy exclusive designer objects in a field that is often perceived as inaccessible.

Created by great design names, our Boxes are produced in limited editions from upmarket materials (wood, ceramics, porcelain, metal…)

All of this from just €19.90* a month. Who could resist?!

* minus shipping costs and dependent on how long you sign up for.

 

2. OUR PRODUCTS

What can you find at Designerbox? 

- Surprise objects every month

Every month you’ll receive a unique object you won’t find anywhere else, specially designed by a big name in international design.

The object is made in limited quantities and accompanied by a mini-magazine about the designer.

- Our existing boxes

A small number of extra pieces are produced each month. They’re available on Designerbox.com, under ‘BOX’ or ‘Sold and dispatched by Designerbox’.

- Partner benefits

As long as your subscription with Designerbox continues, you’ll enjoy exceptional  benefits:

- Designerbox subscribers get a 10% discount on all items sold and sent by Designerbox, and a 5% reduction on all other items.

-  Exclusive events by invitation or at favourable rates 

Encounters with designers, invitations to previews or vernissages, access to private events, workshop invitations, and visits to places that stand out for their design.

- A newsletter deciphering trends in a straightforward way and keeping you up to date with the essentials of current design, the latest launches and our subscriber benefits.

 

Why are Boxes more expensive when purchased as one-offs? 

Our Boxes are less expensive for subscribers. Our objects are made to order, according to the number of subscribers. This model allows us to offer a better rate to those subscribing for several months.

 

Why can't I benefit from the subsriber rate?

All subscribers can take advantage of our preferential subscribers’ rate. If you don’t subscribe to Designerbox or if your subscription has finished, you can’t benefit from this offers.

If you’re subscribed but aren’t getting the right rate, check that you are logged onto to your account on the website.

If it still doesn’t work, contact customer services(hello@designerbox.com) and they’ll sort out the problem as quickly as they can.  

 

3. MY SUBSCRIPTION

I don't like this month's object. Can I exchange it?

If there’s no obvious fault, you can’t return an object you don’t like. By subscribing, you accept the basic Designerbox.com premise – which is not knowing what form the object will take.

Objects are made to order according to the number of subscribers – a model that allows them to be sold at a preferential price.

You could always give it as a gift it to someone who will appreciate it…

 

My object is broken. What should I do?

We hope this won’t happen. Unfortunately, small mistakes can happen during production or delivery. If this is the case, we apologise in advance. To request a replacement item, simply send us a photo of the object at hello@designerbox.com.

 

My monthly subscription is coming to en end. Will I still automatically receive my Boxes?

Yes - if you chose a monthly subscription, it will renew automatically, so you don’t need to do anything about your next Boxes. You will receive the box of the month automatically for as long as you wish. When you wish to stop your subscription, simply go to the Orders section of your account and unsubscribe with one click.

 

How do I unsubscribe?

- If you have a free subscription:

Easy peasy! You’re free to unsubscribe when you wish via your account, under currrent subscription in your Orders section.

 

If you've subscribed for a year, paying monthly:

You can terminate your subscription once your 12-month subscription is up. Termination during the subscription is only possible if you are absent from the region covered by the subscription for longer than three months, starting from your Designerbox subscription. Inform us of your wish to unsubscribe by means of a registered letter requiring acknowledgement of receipt at Designerbox, 157 Boulevard Macdonald, 75019 PARIS, including documentary proof of your circumstances.

 

If you paid your subscription in one go:

In this case, your subscription is automatically terminated once its life-span has elapsed and you need to renew it before the 26th of the month in order to continue to receive your Boxes.

Note that fixed-term subscriptions can only be cancelled within 14 days of the date of the initial contract. After this date, no refund will be issued.

 

How do I terminate my contract?

If your fixed term is up: you can terminate your subscription via your account with one simple click - go to Orders and your current subscription.

If your fixed term isn’t up: you can terminate your subscription from the 11th of the last month of your subscription via your account - go to Orders and your current subscription.

Example: If the last due date of your subscription is in May, you can unsubscribe from the 11th May.

 

Is it possible to temporarily suspend my subscription?

If you have a free subscription, you can do so in the Orders section of your account by clicking on Pause. Suspending your account prevents the monthly debit from leaving your account.

With 12-month subscriptions, you can pause or terminate them once the fixed-term is up.

 

4. GIFT VOUCHERS AND CARDS

I want to buy someone a Designerbox subscription

There’s nothing simpler than setting up a Designerbox subscription

Choose between 3-, 6- and 12-month subscriptions

Simply go to the Gift section of our site.

Choose from two options:

A gift voucher, sent by email :

     -   Directly to the recipient, on the date you wish. You can also add a personal message that will included in the body of the email. 

A physical gift card, sent by mail :

This includes a personalised message, written by us by hand, a lovely card and an explanation of our concept, with the activation code to use on the site.  

Receive this for an additional €5. It’s either sent to you or to the person of your choice.

 

I’ve ordered a gift voucher to print out but not received anything

First check the address listed on your client account. If the email address is correct, check your spam folder (our emails sometimes hide there!).

Did you ask for it to be sent on a particular date? If that’s the case, the email will be sent to both the recipient and you on this date alone.

If none of these are the case, contact our after-sales service on hello@designerbox.com or by phone on 09 72 66 71 40. We will send the voucher as quickly as we can.

 

I've been gifted a Designerbox subscription. What do I have to do to activate my subscription?

To activate your subscription and receive your design gift box, you need to use activation code provided with the gift card/voucher.

One this had been validated (by clicking on ‘activate my gift card’ right at the top of the website) and your personal details have been entered, your subscription is  up and running and an email confirmation will be sent to you.

 

What happens once the gift subscription expires?

The gift subscription ends when the last Designerbox is sent out. It’s never automatically renewed. Hence, renew your subscription before the 26th of the month and you can continue receiving your Boxes. 

 

5. USING A PROMOTIONAL CODE

Is it possible to use several promotional codes for the same order?

Our discounts cannot be combined. However, our loyalty points can be used in combination with other promotional offers.

 

My promotional code won't work. What shall I do?

Are you sure you entered your discount code in the right place?

When you do, a new line appears under your basket, showing the amount of the discount.

The code has to be entered at the moment you confirm your purchase, in the dedicated box in your basket.

If it still doesn’t work, contact us at hello@designerbox.com or on 09 72 66 71 40, with your code and the product you want to buy, and we will find a solution as quickly as possible.

 

6. MY ACCOUNT AND PERSONAL INFORMATION

I need to change my delivery address.

You can change your delivery address in your customer accounts, by clicking on ‘Change Address’ in the Orders section. You can then change the address for just one Box or for all future Boxes.

This change must be carried out before the 27th of the current month in order to come into effect for the following month’s box. 

 

I’ve forgotten my password. What should I do?

Don't panic. We can reset your password. To do this, click on the link "Forgotten your password? Click here" on the log-in page for your account.

 

Is there a Designerbox loyalty scheme?

Every time you buy something in our online shop (subscriptions and e-shop), you get points on your loyalty account. €1 = 1 point.

Once you’ve accumulated some points, you can convert them into a lovely gift for yourself or someone else to a minimum value of €19.90.

100 points = €5 to spend on the site (minus shipping charges).

You can find your points in the Loyalty Points section of your Designerbox account.

If you’re a Designerbox subscriber you’ll also enjoy a 10% discount on all items sold and sent by Designerbox, and a 5% discount on all other items.

As a subscriber, you will also receive exclusive and preview offers by email.

 

How do I use my loyalty points?

Go to your customer account, to the Loyalty Points section.

Click on ‘convert my points into a voucher for…’

One it’s been confirmed, a new box will appear under the summary of your points.

Copy and paste the code created (which will appear as ‘FID’ and five numbers) into your basket, as as you would with any promotional code.

 

How do I subscribe to the Designerbox newsletter?

Subscribe to our newsletter at any moment  to stay up to date with our news.

There are two ways to do this:

 

How do I unsubscribe from the Designerbox newsletter?

If you no longer wish to be kept informed about Designerbox’s news and latest products, just click on the link at the bottom of any of our newsletters.

You can also go to your customer account and unclick the box I wish to receive emails about amazing special offers from Designerbox in the Personal Information section.

 

I’ve changed my email address. Can I still use my account?

It’s very easy to change your email address. Go to the Personal Information section of your customer account and update the address, then click on Confirm.

 

How can I protect my personal data?

In compliance with regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016, you have the right to access, rectify, erase and challenge your personal data as well as rights regarding the limitation and portability of your  data.

You can exercise your rights by clicking on Close my Account or Reclaim my Data in the Personal Information section of your account or by contacting us at hello@designerbox.com.

If you’ve created a customer account, you can look at and correct your personal information at any time. You can this by logging into My Account. Click on Personal Information to make changes to your profile.

 

I need to change my bank details

Have you lost your bank card or is it about to expire?

Update your bank details by going to the the subscription in the ‘Orders’ area of your account and clicking on the link ‘Update my means of payment’.

A charge of €1 will be requested to check your card’s validity but this sum will never be debited from your account.

 

How do I access my order details?

To access your order details, go to ‘My Orders’ in your customer account, where you’ll find bills, the details of your orders and their shipping status.

Note that for subscribers paying on a monthly basis, there’s no defined end-of-subscription because it’s you who decides when to terminate.

Hence, don’t be surprised if the dates continue beyond your minimum engagement length. You can still unsubscribe with a simple click.

 

7. PAYMENTS 

When will payments be taken from my account?

We automatically debit accounts between the 10th and the 26th of each month.

Note: the first month is paid at the moment of purchase.

 

Why has my account been debited a second time when I only want to receive one month?

My choosing the ‘Free’ or ‘monthly payment’ mode, the amount of your subscription is automatically debited from your account on the 10th of every month for the duration of your subscription.

To terminate your subscription, go to your customer account, to your current subscription under ‘Orders’.

 

I’ve received an email informing me that my payment for this month hasn’t gone through. What should I do?

Have you changed or lost your bank card? No panic.

Update your bank details by going to the ‘Orders’ area of your account and clicking on the link ‘Update my means of payment’ for your subscription.

A charge of €1 will be requested to check your card’s validity but this sum will never be debited from your account.

In order to receive the missing Designerbox, ask us for a promotional code to order this Box at the same price as it is under your subscription.

We’ll get it to you as quickly as possible!

Be assured that the storage of your bank details is 100% secure thanks to our MangoPay payments processor.

 

8. DELIVERIES

When will I receive my first Designerbox?

Our Boxes are generally sent the first week of the following month.

If you start your subscription before the 26th of the month, you’ll receive the following month’s Designerbox.

Example: If you subscribe on the 25th April, your first Designerbox will be May’s, sent at the beginning of May. If you subscribe on the 27th April, your first Box will be the one in June.

 


What are your delivery methods?

We offer several delivery methods to fit around our customers’ different needs:

Deliveries in France:

-   Tracked delivery (3 to 7 days) by Colis Privé, costing 3.99

-   Tracked and guaranteed delivery (3 to 5 days): follow the progress of your Box step by step thanks to delivery by Colissimo. Cost: €6.99

Deliveries to other countries:

-   EU Europe Italy/Portugal/Ireland/Austria/Luxembourg/Greece/Denmark/Sweden/Finland (5 to 10 jours): We use B2C Europe, which takes charge of your package and places it within the postal network best suited to your region. You can contact us at any time to find out about the progress of your package. Price: 14.99

 

My package was waiting for me at the post office or parcel depot and I was unable to collect it. What should I do?

If it was for more than 10 days, the parcel will have had to be returned to us. Contact us for information about its arrival in one of our warehouses and to get us to send a new item (for which you pay the postage).

 

Can I follow the progress of my Designerbox?

You can. The mail confirming that your Box has been sent contains the reference number needed to track your package.

If you haven’t received the shipping email with your tracking number, contact us at hello@designerbox.com or on 09 72 66 71 40.

 

I haven't heard anything about my parcel. Has it got lost?

Your package may be at the nearest post office or may have been taken in by one of your neighbours, so do ask.

If you still can’t find it, email us at hello@designerbox.com and we’ll find a solution together. You can also follow your parcel on the following sites: http://Coliprive.com and http://colissimo.com.

 

Why have I still not received my box?

Perhaps you subscribed at the end of the month, in which case this is normal and we appeal to your patience!

Any subscription set up after the 26th of the month begins with the following month’s Box, as explained when you confirm your order. The wait may be a bit long but your surprise will make it all worthwhile!