Search

Frequently Asked Questions

Order and delivery

Q: When can I expect my order?

Answer: The average delivery time is 1-8 days. Our products are sent to you directly from the supplier. This unique business model allows us to save enormously on storage and transport costs and we can offer the products at a lower price than the competition and bear the shipping costs. The products that are sent from our own department store are there within 1 to 2 working days.

Question: The expected delivery time has passed, where is my order?!

Answer: In 99% of cases, orders are delivered within the expected delivery time. Unfortunately, it can sometimes happen that an order is delayed or lost in the delivery process. You can check the status of your order via the Track & Trace that has been sent by e-mail.

Have you not received anything 3 days after the expected delivery time? Please contact us (info@nancyhomestore.com).

Question: I am missing a number of products with my order, how is that possible?

Answer: Because we work with different suppliers, it is possible that products are shipped separately. If items are missing from your order, you will usually receive them after 1-2 days.

We apologize for the inconvenience.

Q: What is the shipping cost?

Answer: We take care of the shipping costs of the order.*

Question:  Do the prices on our website include VAT?

Answer:  All prices mentioned include VAT.

Exchange and return

Question: I am not satisfied with my order, can I return it?

Answer: Yes. You can return any order to us within 14 days without giving any reason.

Question: I want to return an item, what should I do?

Answer: If you are not satisfied with your order, you can exchange or return it within 14 days of receipt. Products must be returned in their original condition and with tags and labels. The product must not contain any traces of use.

A return shipment must always be provided with a Track & Trace code. The sender is always responsible for the shipment.

Once we have received the items returned by you, we will ensure that the purchase amount is credited to your account within 1-3 working days.

>>  Click here to download a return form  <<

Track & Trace

Question: Where can I find my Track & Trace code?

Answer:  As soon as the order has been prepared, you will receive a Track & Trace code by email.

Question: The Track & Trace code does not indicate any information, how is this possible?

Answer: From the moment your package has arrived at the mail order company, the Track & Trace information is available. Please note that there may be some delay.

Complaints

Question:  How do I report a complaint?

Answer:  If you have placed an order with us and, despite our precautions, you still have a complaint or a defect that you would like to report to us, you can easily do so by sending an email to: info@nancyhomestore.com. You can report complaints on any subject, whether it concerns our products or our services, every complaint is welcome. You will receive a substantive response from us within 5 working days of receipt of your complaint.

If you don't agree with the solution or we can't work it out together? Then you can submit your complaint to the Disputes Committee via the European ODR Platform (https://ec.europa.eu/consumers/odr/).

Question: What should I state with the complaint?

Answer: These points are necessary to mention with your complaint:

  • Your order number
  • On which furniture the problem originated
  • A clear problem description
  • The place on the article
  • Include photos where possible (main, detail, and proportion).
Filters
Sort
Display