FAQ

Do you ship to my country?

We ship worldwide to over 200 countries in Europe, the United States, South America, Africa, Australia and Asia. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.

How to search products?

Search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the less products you will get in the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.

Is it safe to buy from Villaline?

We would like our customers to buy from us with confidence and we are committed to your satisfaction first and foremost, and we want to help you have the best possible shopping experience. That's why we offer a special Buyer Protection as a set of guarantees that enables buyers to shop without any risk on our website.

You are protected when:

  • The item you ordered did not arrive within the time promised.
  • The item you received was not as described.
  • The item you received was damaged during transport.

Is the information I give you secure? How is my payment information secured?

All customer information records will be secured both within the Internet as well as outside it. All confidential information will be encrypted so that no third party will be able to access them. We utilize the highest SSL encryption which is the industry standard for Internet encryption, used by banks to secure online transactions.

Villaline does not access or store any payment data, such as credit card numbers, bank account details etc. The transactions are processed confidentially by Stripe and PayPal, which belong to the world’s leading e-commerce payment providers. The payment card details are transferred to Stripe or PayPal over an encrypted SSL connection secured by 1024-bit SSL encryption and none of the internal servers are able to obtain plaintext card numbers.

The supplied order related information will only be accessed by designated Villaline employees processing deliveries, billing, transportation and customer care. Our customer database is secured by personal user logins and passwords.

Are all products original?

We only sell original products, coming directly from the manufacturers, authorized distributors or official resellers.

All products are therefore covered by the official warranty or the “extended warranty” – when it is provided.

What is the warranty on the products?

All products have a warranty of two years within the European Union. For information on worldwide warranty, we suggest you to contact the manufacturer before purchase (especially if you are interested in buying home appliances).

For home appliances, in case of need, simply call the closest authorized service center, showing your invoice.

For all other products, you can contact our After-Sales Service.

How can I return or exchange a product?

If you wish to return your order, please contact our customer service at [email protected] In case you have received a wrong, damaged or faulty item, please attach clear pictures of the item and its package to your email. We will process your claim, and you will be contacted about the exchange or return as soon as possible.

Villaline customers in the European Union have a right to return or exchange a product within 30 days of delivery. This returns policy does not extend to products, which are produced or altered according to the customer’s wishes. The customer has a right to return an item if:
1. The order has been cancelled according to the terms and conditions by notifying Villaline within 30 days of delivery,
2. The item has not been used,
3. The item is in the condition you received it in and all the parts of the product are included in the package,
4. The item has been repackaged into its original package or an equivalent.

The item must be returned immediately after cancellation.

If you return or exchange an item, you are responsible for the risk of damage.

A damaged item will not be accepted as a return or exchanged if it cannot be established that the item has been damaged during the first shipping.

What payment methods does Villaline accept?

We accept American Express, Diners Club, Discover, JCB, Maestro, MasterCard (Eurocard), UnionPay, Visa and PayPal. You can also pay by direct bank transfer.

What are my delivery options and how much do they cost?

We offer the following shipping methods:

• DHL Global Mail, from $9.30

Your order will be delivered to the shipping address or a post office by a local postal carrier. The shipping cost is based on the destination, weight and volume of the parcel and will be calculated automatically.

Europe: please allow 4-8 business days for your order to arrive.
North America: please allow 5-9 business days for your order to arrive.
Australia: please allow 10-15 business days for your order to arrive.
Rest of the world: please allow 5-15 business days for your order to arrive.

You may be able to track your order within 24-48 hours after it has been processed at the local DHL facility. Please note that the availability of the tracking information depends on the destination country. DHL does not offer tracking for orders that are delivered by the local postal service. DHL Global Mail is available for small parcels only.

• DHL Parcel, from $10.35 (Europe) / $18.80 (outside Europe)

Your order will be delivered to the shipping address via DHL Parcel. The shipping cost is based on the destination and weight of the order and will be calculated automatically. The exact rate and estimated delivery date for your country are displayed at checkout. DHL Parcel is often the most economical shipping method for items that are large and lightweight.

You can track your order within 72 hours it has been shipped from our warehouse. After the first delivery attempt, the parcel will be transported to a local pickup point. Please note that DHL Parcel is not available for all orders.

• UPS Standard, from $7.05

Your order will be shipped to the delivery address via UPS Standard. Please allow 2-7 business days for your order to arrive. The delivery time depends on the shipping destination and you will see the estimated delivery date at check-out. Deliveries are made between Monday to Friday during regular business hours.

• UPS Expedited (for international orders)

Your order will be shipped to the delivery address via UPS Expedited. Please allow 1-2 weeks for your order to arrive. The shipping cost is based on the destination, weight and volume of the parcel and will be calculated automatically. The delivery time depends on the shipping destination and you will see the estimated delivery date at check-out. Deliveries are made between Monday to Friday during regular business hours.

• UPS Express Saver

UPS Express Saver is the fastest shipping option available. Please allow 1-2 business days for your order to arrive. The shipping cost is based on the destination, weight and volume of the parcel and will be calculated automatically. You will see the estimated delivery date at checkout. Deliveries are made between Monday to Friday during regular business hours. Please note that UPS Express Saver is not available for all orders.

• FedEx (for international orders)

Your order will be delivered to the shipping address via the FedEx Economy Express or FedEx Express service. FedEx is often the most economical shipping method for bulky and oversized items such as sofas, lounge chairs and dining tables.

The shipping cost is based on the destination and weight of the shipment and will be calculated automatically.

FedEx Economy Express: please allow 4–8 business days for your order to arrive.
FedEx Express: please allow 3–6 business days for your order to arrive.

• Airfreight (for international orders)

Your order will be delivered to the shipping address via Airfreight service – another shipping method available for oversized items.

Europe: please allow 2-9 business days for your order to arrive. We offer free standard shipping for all orders over 150 €.
Rest of the world: The shipping cost and estimated delivery date will be stated in the quote provided by our customer service.

How soon can I get my order?

All the items that are in stock will be shipped next business day.

Are there any extra costs (taxes, duties, customs etc.) I have to pay in addition to the prices shown in your webshop?

All non-EU (European Union) countries are shipped to on a DDU (Delivered Duty Unpaid) basis, which means that all product prices displayed are exclusive of all taxes and duties. Villaline does not determine or collect these fees. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. Villaline is not responsible for potential import duties and local taxes and we cannot refund any orders that are returned to us due to non-payment of duty. All orders are shipped from the European Union. Each product’s country of origin is indicated in the documents (for non-EU orders only).

Is my package insured? What if an item is damaged when I receive it?

All delivered items are insured. If you find the package damaged before opening, mark "shipment damaged" on the receipt, have the courier sign it and retain a copy. If you have opened the package before finding the item damaged, notify Villaline Customer Service immediately.

Can I track my order?

Once your order has been dispatched, you will receive an email containing a tracking number. You can use it to track your order on the courier’s website. If you are registered with us, you can also see your previous orders by signing into your account.

What if I’m not home when the package arrives?

A notice of missed delivery will be left and you are asked to contact the carrier to reschedule the delivery.

How do I request a quote?

We have professional designers and product consultants to provide you with professional advice. In order to accurately quote the price for your desired product, you need to provide us with the following details:

  1. Product brand and product name, model, series or picture.
  2. Product size: Usually most furniture products are available in multiple sizes. For example, sofas, dining tables, coffee tables, etc.; it is difficult to determine which one you want just by a picture, the model name or the product series. Therefore, you need to provide measurement information such as: 220 × 100 table, 120 × 120 coffee table, etc.
  3. Information on the desired material (fabric or leather), the grade of the material and the color. Furniture products of the same size often come in a variety of fabrics or materials for customers to choose. The most common example is the sofa. A three-seat sofa of the same style often has dozens or even hundreds of fabrics or leather colors to choose from. These fabrics and leathers are usually divided into several levels, each of which is divided into multiple colors. The pricing is determined by the grade.
  4. Different workmanship and materials will also affect the price; e.g. is the surface polished? Is the material walnut or ash or sandalwood? All these details will affect the price. Therefore, providing the material grade and workmanship details of the product is very important for accurate quotes.

* If you are not clear about the above product information, please contact us and we will provide you with advice and assistance in this regard.

I have a registered company in EU country with a valid VAT number. How can I get VAT deducted from my order?

When a business from another European Union member state makes a purchase at Villaline, 0% VAT is applicable due to intra-Community supply of goods. This requires the business to have a registered VAT number, which will be verified prior to accepting the order. For qualifying business customers, VAT will be deducted at checkout and the order will be stated as intra-Community supply of goods in the invoice. If you have any questions, please contact our customer service.