FAQ

Order / Payment

Shipping / Delivery

Returns / Claims

Products / Care

Order Assistance

How do I place an order on your webshop?
You can view the step-by-step guide on how to make a purchase in our webshop by clicking this link: https://mebelhome.es/da/content/3-how-to-order
Can I see the items in a store?
Yes, in most cases, you can. We have a store in El Faro, Malaga. Please call or email us in advance if you want to be sure that we have the specific product in stock at the store.
Can I have an item reserved?
We only reserve items that have been paid for. If the product you're interested in is out of stock, you have the option to enter your email address. We will notify you via email once the item is back in stock.
Why do I need to provide my email and phone number when ordering?
We use your information to contact you if there are any issues with your order. Your order confirmation will also be sent to your email. Additionally, our delivery carrier needs your information to provide you with updates about your shipment.
Can I order via email or phone?
Absolutely. We will send you an invoice that can be paid via bank transfer or MobilePay.

Help with questions

I have a question about my order. What should I do?
You can send us your question via email or call us. Mail: Info@mebelhome.es Tlf: Tlf. 694 555 181
I haven't received my order confirmation by email – what should I do?
If you haven’t received your order confirmation by email, please first check your spam or junk email folder. If you still can’t find your order confirmation, please contact our customer service.
Can I change or add items to my order?
If your order hasn’t been processed at our warehouse, we can usually modify or remove items from your order. Unfortunately, it is not possible to add items to a completed order, as we cannot charge an amount higher than what was originally approved on your payment card. Therefore, you will need to either place a new order or cancel the original one and make a new combined order. Feel free to write to us or call if you need to make changes to your order.
Where can I find my order number?
If your order hasn’t been processed at our warehouse, we can usually modify or remove items from it. Unfortunately, adding items to a completed order is not possible, as we cannot charge more than the amount originally approved on your payment card. Therefore, you will need to either place a new order or cancel the original one and create a new combined order. Feel free to contact us by email or phone if you need to make changes to your order.
Can I cancel my order?
If you have received an email from us with the status "Processing," it is unfortunately not possible to cancel your order. In other cases, please call us or send us a message as soon as possible. Your order is not canceled until you receive a confirmation of the cancellation from us. You are always welcome to return your purchase, but please note that you are responsible for the costs associated with the return shipping. You have a 14-day right of withdrawal from the day you receive the item.

Payment

Can I pay via SWIFT/IBAN?
Yes, you can make a payment via bank transfer using SWIFT/IBAN.
Will the money for my order be reserved on my card?
We will not charge your card until the product has left our warehouse.
Can I pay my invoice with Bizum?
Yes, you can pay your invoice using Bizum.

Delivery

When will I receive my order?
We pack and ship orders within 10-15 business days. If your order is urgent, please contact us, and we will do our best to expedite the process.
How will I receive my order?
Your order will be delivered with, XX within 10-15 business days.
Can I choose a later delivery date?
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I'm not home when the delivery arrives. What should I do?
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Do you offer delivery to the room of my choice?
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Can I place an order now and pick it up immediately?
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Can I borrow a trailer?
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Can you take my old garden furniture back when delivering?
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Can I track my shipment?
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Can I order an item online and pick it up at the nearest El Faro store?
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Shipping

Do you deliver to non-bridged islands?
Do you deliver abroad?
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How much does it cost to have an item delivered?
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Shipping damage

I have received a damaged item, what should I do?
Unfortunately, items can sometimes get damaged during transit. If you have received a damaged item, please contact us as soon as possible.
The packaging is damaged, what should I do?
Please take photos of the packaging before you open the box. If you then open the package and find that the item is damaged, you need to file a damage claim with us. You can file a damage claim by clicking below and completing the form. Please make sure to attach photos of the delivery before it was unpacked, as well as any damaged item.

Defective Item

My item is defective, what should I do?
You can bring the item to your local Mebel Home store. Remember to bring your receipt or invoice with you. Alternatively, you can fill out the claims form. Please include photos of the defective item. For a clearer understanding of the damage, take close-up pictures of the issue and, if possible, include a ruler or similar object to show the extent of the damage. We will get back to you as soon as possible with a solution.
I want to file a complaint about an item purchased in a physical store – can I use your online customer service?
Whether you shop in our webshop or in one of our stores, you always have a 2-year warranty.
There are missing screws for my product from Mebel Home / I have lost screws
If there were missing screws in your delivery, or if you have lost screws for an item, please send us a message and we will send the missing screws to you as soon as possible. Also, please specify the number or letter of the screw in the assembly instructions.
What should I do if my item needs to be sent for repair?
If an item needs to be sent for repair, you first need to create a claims case using the form below. The next steps will depend on the item in question. In some cases, we will arrange to pick up the item from your address; in other situations, you will receive a return shipping label, or you might be directed to our store.
Do I have to pay for shipping costs if an item needs to be sent for repair?
If an item needs to be sent for repair within the warranty period, we will, of course, cover the shipping costs.

Returns

I have received incorrect items, what should I do?
If we send you the wrong item compared to your order on havemøbelland.dk, please contact us so we can arrange an exchange. We will, of course, cover all related costs.
Can I get a return label from Mebel Home?
If you have changed your mind about your purchase, you will be responsible for the return shipping costs. If you need to return a defective item, you will receive a return label from us.
When will I get my money back?
Typically, it takes 3-4 business days from when we receive the returned item for you to get your refund. However, we cannot guarantee the exact timeframe as it may depend on your bank.
Do I have to pay for the return shipping myself?
If you have changed your mind about your purchase, you, as the sender, will be responsible for the shipping costs of returning the item.
What is the return period for my items?
You can return your item within 14 days from the date you receive it or pick it up from our warehouse. Remember to fill out our return form.
Can I exchange an item purchased on Mebel Home´s webpage?
Yes, if you shop in our webshop, you can exchange or return the item at one of our stores or send it back to our warehouse.

Questions About the Product

Do you have spare parts for my product?
In the webshop, you can find the following spare parts and accessories: Covers for lounge set cushions Cushions for garden furniture Roofs for pavilions Maintenance products for garden furniture If you're looking for other spare parts, such as screws, bolts, cushions for your sofa, or new parts for your furniture, you can send an inquiry to our customer service to find out if the part can be sourced and what the price would be.
Are all items available in the webshop also available in the stores?
Most of our products are also available in our stores. To avoid an unnecessary trip, you can send us an email to confirm that the item you're interested in is available at the store you plan to visit.
Are cushions included?
In the product description, we always specify whether cushions are included with the item. If you have any doubts about a specific product, you can always contact our customer service for accurate information.
What does "reversible" mean?
A reversible sofa can be assembled in two ways, allowing the angle to be flipped and reversed.
Is the item assembled when it is delivered?
Most items are delivered in parts and require assembly. If an item is delivered fully assembled, this is usually mentioned in the product description. Please feel free to contact our customer service if you have any doubts.
What is non wood?
Nonwood is a plastic material with a beautiful surface that mimics the look and feel of real wood. It is resistant to moisture damage such as rot and mold and is particularly durable in Danish weather conditions. Nonwood can be easily cleaned with soapy water.

Questions About Care

Kan jeg købe overtræk til mine produkter
We have covers for lounge sets, garden furniture sets, parasols, sunbeds, and many other products.