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What do you wish to contact us about?
Looking to check the status of your order? Want to return a product or order a spare part? We have convenient self service options which will let you do just that!
Returns & Refunds
Short description
Ways to return or exchange an item
Detailed return information
You can access all necessary information through our Members Area, however please note that you are only able to start the return process within 30 days of delivery.
You can return items via post or courier service
We recommend these services as they have been proven to be most cost efficient for our customers in the past.
Refunds for an item returned
New Customer
We always wish our customers be fully satisfied with our products thus we offer a grace period of 30 days for you to test the product and fall in love with it, and if sadly that is not the case, you may initiate the return process. While testing the product make sure to keep the original packaging.
STILL NEED HELP?
PHONE
Speak to one of our Interior Design Specialist to help you decide which product would suit you the most.
5 days a week
6am – 6pm (PDT)
LIVE CHAT
Start chatting now
You have the live chat option always at your disposal in the bottom right corner of every page.
Existing Customer
Looking to return your item?
If you are looking to initiate a return and less than 30 days have passed your item is fully eligible for a return. As per our policy, we do not organize the return ourselves but we do recommend a local courier service as it is usually the most economic option. We also kindly ask you to make sure your item is returned in the original box/packaging. Once your item has been sent we also kindly remind you to send us the tracking details of your item so we can keep track of the whole process. You can submit all the details through our Members Area. After our warehouse has confirmed the return of your products our Finance department will issue a refund which will take around 5-7 working days to appear back to your original payment method.
STILL NEED HELP?
PHONE
Speak to one of our Interior Design Specialist to help you decide which product would suit you the most.
5 days a week
6am – 6pm (PDT)
LIVE CHAT
Start chatting now
You have the live chat option always at your disposal in the bottom right corner of every page.
General policy questions
Our refund policy explains our customer terms and conditions
You have 30 days to return unwanted items that are unused and in their original condition (including box and shipping labels) with proof of purchase (i.e. order confirmation email).
Detailed return information
You can access all necessary information through our Members Area, however before doing so please check if your item is eligible for a return.
Members Area
Short description
What is Thorvald & Design Members Area Membership?
Introducing Thorvald & Design Members Area, members club for existing customers only. Benefits:
- Access to Customer Service Experts who will personally manage all your orders
- Easily update your order and delivery information
- Track your order easily and for free 24 hours a day
- Free cancellation of your order
- Create Claims if your order had issues in transit
- Get ready for our rewards system (COMING SOON)
- Early access to sales and promos (Enjoy exclusive access to special promotions and sales throughout the year)
- Early access to new product releases (Enjoy exclusive access to shop new products and collections before it’s available to the public)
Delivery Queries
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Track my Order
How do I track my order?
To find out the status of your order by logging into your Members Area membership account!
If you are having trouble logging into the page, please double check if you’ve entered the exact details, and be advised that the system is case sensitive thus you are required to enter the details as they were at the order placement stage. You may need to verify these details in your order confirmation email.
How can I change my delivery address?
You have a short window of time to change your delivery address!
Please note that your delivery address can only be changed prior to shipping! There is an easy way to process this request. We make sure our customer experience is super user friendly, thus you can just log into our Members Area and enter your new delivery address, it’s that simple!
Thorvald & Design is operated by FURNITURE GROUP INTERNATIONAL LTDCompany number 12632238 – Silverstream House, 45 Fitzroy Street, London, W1T 6EB
Can I arrange my delivery?
Can I arrange the delivery date?
For shipment and delivery service we are putting our trust with our wonderful partner courier Parcel Force, thus we are unable to guarantee the exhaust delivery date, however we do offer tracking services so you will be able to follow your delivery on the way. Additionally, we are able to offer a set shipping date after which your products will be delivered within 3-5 working days.
How do I organize the delivery with the courier?
Our partner Parcel Force will attempt delivery as soon as possible. If the delivery attempt is unfortunately not successful the courier will leave a note at your door and you can coordinate the most appropriate time for you to receive the parcel. The items will be stored in your local depot for a future delivery date, and you will have around 30 days to set up this new delivery however after that period the items are returned to us.
Place, Change or Cancel Order
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Can I change my product?
There is only a small window of opportunity for you to correct this!
If you have ordered the wrong product you can always cancel the order, however, you can only do this before the items from your order are shipped. After you cancel the order, you will receive a refund and you can go through the order placing process again. To start this process and continue your shopping experience, please log into your Members Area account and proceed. Once you’re done we urge you to place your order with the right products to avoid any possible delivery delays!
Canceling my order
You have a short time to cancel
You may be able to cancel depending on the status of your order.
To check, sign in to your Members Area membership account or view the order details from your order confirmation email. If the option to cancel is available, it will appear under ‘Cancel order’ in the selection menu.
Can’t cancel your order?
If the option doesn’t appear, unfortunately it’s too late to cancel and your order will be dispatched as scheduled.
If unwanted items are on their way, you can:
- Refuse the delivery when the delivery is attempted and your order will be refunded.
- Return unwanted items from the delivery up to 30 days after purchase. Find out how to make a return by going to the Members Area and choosing the “Returns” option
STILL NEED HELP?
PHONE
Speak to one of our Interior Design Specialist to help you decide which product would suit you the most.
5 days a week
6am – 6pm (PDT)
LIVE CHAT
Start chatting now
You have the live chat option always at your disposal in the bottom right corner of every page.
Product I want is no longer available
I wasn’t sure if I wanted to purchase a product, and now it’s gone from the website, can I still order it?
Due to a high volume of orders at this time, sometimes products run out of stock and are therefore temporarily removed from the website, but do not worry, we make sure that our most popular products are always available for our loyal customers, so you can subscribe to our newsletter and will be kept up to date with all changes, restocks and special offers, you can do so by scrolling down and entering your email address to subscribe..
I’m having issues checking out
My order is not going through, what can I do?
We’re sorry to hear you’re having these issues. Please double check your contact, delivery and payment information as this is the most common cause of your order not processing straight away.
- Incorrect CVV code
- Phone number format
- Postcode doesn’t match the delivery address
- E-mail address has a comma instead of a point
Try using a different card as your bank may have put a temporary limit for online purchases. Your cart is only active for 20 minutes, after which you lose your reservation, so if the issue is not resolved within this period we urge you to contact us via phone or chat straight away.
STILL NEED HELP?
PHONE
Speak to one of our Interior Design Specialist to help you decide which product would suit you the most.
5 days a week
6am – 6pm (PDT)
LIVE CHAT
Start chatting now
You have the live chat option always at your disposal in the bottom right corner of every page.
Product & Stock Information
Short description
You can check online stock while browsing our website
Stock information for items available to purchase online can be viewed below the ‘Add to basket’ button. Please note that our stock availability changes due to a high volume of sales and delivery time can vary based on that.
You can check the estimated delivery time
The approximate arrival of our products to your front door can also be viewed below the ‘Add to basket’ button. As we use a third party courier service this time can vary up to 5 days maximum.
Problems with a Product
Short description
Furniture
Assembly
Exciting updates pending.
We are currently working on adding all assembly instructions to our Members Area!
Damage
Did your product arrived damaged?
We are very sorry that your product arrived damaged as it is definitely not a standard.You can file a claim through our Members Area and we will make sure that your issue is solved in the shortest time possible.
Escalated complaint process
We hope you’re pleased with any purchase you’ve made or service you’ve received from us. If you feel your claim hasn’t been resolved through the Members Area please contact our Director of Client Services by email, and your case will be thoroughly investigated.
Speak to our Director of Client Services
Available always
Minor faults
Are you having any minor faults with our product?
We are very sorry that your product arrived less than perfect as we always strive to achieve perfection. You can file a claim through our Members Area and we will make sure that your issue is solved in the shortest time possible.
Please be advised that we reserve the right to decline claims which do not impede with the functionality of our products.
Lighting
Do you have electrical problems with your product?
If you are having problems installing our lamps please consult with an electrician and if the problem persists you can file a claim through our Members Area.
Accessory
Struggling
with your accessories?
If you are having problems with our accessories please make sure to double check if you have installed it properly. If the problem persists you can file a claim through our Members Area.