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 shipped (from The Netherlands) the same day. If the product is not in stock, you will see the delivery times with the product.

If you have placed an order for a product that is in stock, it is unlikely that we can make any changes. Our warehouse team works so efficiently that your order is often ready for shipment before changes can be made.

However, if the product you ordered is not in stock, we may be able to adjust your order. Please contact our customer service team to request any changes.

If you wish to cancel your order and it has not yet been shipped, we can process this for you. Simply reach out to us at CustomerService@dimehouse.co.uk

If a product is in stock, this information is displayed on the product page. If it is not in stock, an estimated delivery time will be provided.

All delivery times are listed on our webshop on the product page. These delivery times are indicative and can be found in the large green bar on the product page.

our package will be delivered by one of our carriers, such as Royal Mail, Hermes, Yodel or DHL. The size of the package determines the courier.

On the evening of dispatch, you will receive a shipping confirmation, including a Track & Trace code, so you can follow your shipment.

Shipping is free for orders over £50. For orders under £50, a shipping fee of £4.95 applies.

Yes, you can pay afterwards using Klarna. However, please note that this option is not available for products with a delivery time.

After placing your order, Klarna will send you an invoice with a payment request. You will have up to 8 weeks to complete the payment. This payment method is therefore not suitable for orders with extended delivery times.

Yes, absolutely! When placing a business order via our webshop, you can immediately enter your VAT number to order without VAT.

It is possible to pay on invoice. Please leave your information to CustomerService@dimehouse.co.uk. If you are a business customer, we need your company details and also your VAT number.

Creditcard, Debitcard, Paypal, Klarna, Bank transfer, Belfius, Pay in 3.

Once your order leaves our warehouse, you will receive a Track & Trace code via email between 7 p.m. and 11 p.m. This allows you to track your shipment.

If you are not home when the courier attempts delivery, you can schedule a new delivery using the notification left by the courier or by visiting their website with your tracking details. If you are also unavailable for the second delivery attempt, the courier will redirect your order to the nearest parcel shop, where it will be held for 7 days. If the order is not collected within this time, it will be returned to us.

You can register your return through your account on our webshop.

1. Log in using the email address associated with your order.
2. From the selection menu, choose a return option that suits you.

Importer Information:
Vince Ecom B.V.
Jules Verneweg 24
7821 AE Emmen
The Netherlands

VAT, License, and Certificate Numbers:
These fields are not required and can be left blank.

HS Tariff Number:
This is the same as the commodity code, which can be found on the commercial invoice included with your original package. If the code is not listed, we can provide it for you.

Category of Shipment:
Furniture

Country of Origin:
The Netherlands

You can use our return labels at any post office that supports Parcel Force services. These labels ensure that no export duties are required.

If you receive a damaged product, please report it to our customer service team within 3 days. We will work with you to resolve the issue as quickly as possible.

If you decide not to keep the product and wish to return it, you can register your return through your account on our website. Log in using the email address associated with your order, and from there, you can submit your return request.

Yes, you can return your order free of charge within 30 days. Simply register your return through our webshop. To help us improve our services, we kindly ask you to provide a reason for the return.

Exchanging an order is not possible. If you are not satisfied with your current order, you can return it free of charge.

You can then place a new order for the desired product via our webshop.

To process your return, the following conditions must be met:

1. The product was received less than 30 days ago.
2. The product has not been assembled, used, damaged, or is incomplete.
3. The product is properly packaged to prevent any damage during the return shipment.
4. You are responsible for ensuring the order is returned correctly.
5. Please return through our webshop, to avoid taxes.

Tip: We recommend keeping the original packaging after receiving your furniture.

All returns are inspected upon arrival. Any additional claims or damages identified during the return process may be deducted from the refund amount.

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 the original packaging, you must provide suitable packaging materials yourself. You are responsible for ensuring the products are returned without damage. Any damage incurred during the return process will be deducted from your refund amount.

If you have a complaint, you can report it via the chat on the website, or via CustomerService@Dimehouse.co.uk. We are happy to resolve the complaint together with you.

At Dimehouse, we provide the following warranty periods:

• 2 years: General warranty on all products.
• 3 years: Warranty on wooden frameworks.
• 5 years: Warranty on metal parts.