FAQ
Order process & changes
I'm having problems placing my order. What should I do?
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Please contact us via our contact form. We will get back to you as soon as possible to find a solution.
When will I receive my order confirmation?
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You will usually receive your order confirmation within a few minutes of completing your order. Please also check your spam folder.
In some cases, it may take a little longer. If you have not received a confirmation after 24 hours, please contact us via our contact form.
Is there a minimum order value?
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No, we do not have a minimum order value. You can shop at any time regardless of the order value.
How can I view my order status?
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You can view the current status of your order at any time in your customer account under the "Order" tab. After successful dispatch, you can also find your tracking number here.
If you have ordered as a guest, please contact us via our contact form.
Can I also place an order as a guest (without a customer account)?
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Yes, you can also place an order as a guest without creating a customer account.
How can I cancel my order? Until when is this possible?
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Cancellation is only possible as long as your order has not yet been dispatched. To cancel your order, please contact us via our contact form or reply directly to your order confirmation by email.
Once your order has been dispatched, cancellation is no longer possible. In this case, you can return the goods after receipt within the scope of our right of cancellation.
Once your order has been dispatched, cancellation is no longer possible. In this case, you can return the goods after receipt within the scope of our right of cancellation.
I have ordered the wrong item. What can I do?
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If your order has not yet been dispatched, you can cancel it and then place the correct order. Please contact us as soon as possible via our contact form or reply directly to your order confirmation by email.
If the order has already been dispatched, you can return the item after receipt within the scope of our right of cancellation and place a new order.
If the order has already been dispatched, you can return the item after receipt within the scope of our right of cancellation and place a new order.
My name or address is incorrect. How can I correct this?
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If you realise that your name or address has been entered incorrectly in the order, please contact us as soon as possible using our contact form or reply directly to your order confirmation by email.
Delivery & Shipping
How much are the shipping costs?
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Delivery parcel: 4,95 €
Bulky goods delivery: €9.95
Bulky goods delivery: €9.95
How long are the delivery times ?
For immediately available goods:
Delivery time for parcels/bulky goods: 3 - 5 working days .
Delivery time for parcels/bulky goods: 3 - 5 working days .
What delivery methods are available and which delivery service do you work with ?
We work with our partner DHL for the delivery of parcels.
Will I receive shipment tracking for my order ?
Yes, as soon as your order has been dispatched, you will receive a dispatch confirmation by email. This contains one or more consignment numbers, which you can use to track the current status of your delivery online at any time.
Do you also deliver abroad ?
We currently only deliver to Germany and Luxembourg. Unfortunately, delivery to other countries is currently not possible.
Can I hand in my old furniture with the delivery ?
Unfortunately, we do not currently offer to take away or dispose of old furniture.
Will the furniture be delivered to the room of my choice?
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Our products are delivered exclusively by parcel service. Delivery to the room of your choice is therefore unfortunately not possible. Delivery is made to the front door.
Can I change or postpone the delivery date ?
Yes, you have the option to adjust your delivery date. You can adjust the delivery option directly in the DHL app or via shipment tracking. For example, you can select a preferred delivery day directly here.
What happens if I am not at home when the delivery is made ?
Your parcel will either be left with a neighbour or taken to a DHL branch / parcel shop. Your parcel will be held there for you to collect for up to seven working days.
Is it possible to have my order delivered to a Packstation or pick-up station ?
Yes, you can have your order delivered to a DHL packing station or collection point. You can either specify a Packstation or collection point as the delivery address during checkout. Alternatively, you can also select a corresponding delivery option in the DHL app after shipping.
What do I do if I have received incorrect/damaged goods or something is missing ?
If your delivery is damaged, incomplete or faulty, please contact us as soon as possible using our contact form.
To enable us to process your enquiry quickly, please state your order number and, if possible, include photos of the damaged goods or packaging. Our customer service will immediately find a solution for you.
To enable us to process your enquiry quickly, please state your order number and, if possible, include photos of the damaged goods or packaging. Our customer service will immediately find a solution for you.
Complaint
I have a complaint, how do I proceed ?
Please contact our customer service team using our contact form. We will try to help you as soon as possible.
What information or images are required for a complaint ?
In order to process your complaint quickly, we need the following information from you
- Your order number
- A brief description of the problem
- Photos of the affected goods
Please send this information via our contact form. Our customer service team will get in touch with you as soon as possible.
- Your order number
- A brief description of the problem
- Photos of the affected goods
Please send this information via our contact form. Our customer service team will get in touch with you as soon as possible.
Do I have to return damaged goods or will they be collected from me ?
That depends on the case. After checking your complaint, our customer service team will let you know how to proceed. As a rule, you will have to send the goods back.
Will I receive a refund or will the item be replaced?
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Depending on the situation, we will either offer you a free replacement of the item or a refund. You are welcome to let us know your preferred solution when you report the complaint.
Returns & Refund
How can I return my goods?
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You have 14 days to return your products.
Go to https://www.tutto.design/retoure-paket and follow the instructions to return your parcel. You can create your DHL return label or use the DHL QR code directly. Then simply hand in your parcel at a DHL branch. The return costs here are €2.95.For returns of orders outside Germany, you must bear the entire return costs and send the shipment to: Möbel Ehrmann, Gustav-Hertz-Straße 2, 76829 Landau in der Pfalz.
How long do I have to register a return?
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You can return your order within 14 days of receipt. Please report your return via our returns portal or via our contact form. Please note that the goods should be returned unused and in their original packaging.
Do I have to pay the return costs myself?
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Yes, the return costs amount to €2.95. These costs will be deducted directly from your refund and do not have to be paid in advance.
Can I also hand in my return at a branch or drop-off point? ↓
Yes, you can return your parcel to a DHL branch, Packstation or collection point.
Can I also return part of my order?
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Yes, you can also return individual items from your order. You can either register this directly in our returns portal or contact us via our contact form.
How long does it take until I receive my refund ?
As soon as we have received and checked your return, the refund will be made promptly to the payment method originally used.
How is the refund processed ?
The refund will only be made using the same payment method that you used for your order. You will receive an email when we have requested your refund.
Payment, invoices & vouchers
What payment methods are available?
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You can pay with PayPal, pay later/pay by instalments, credit card, SEPA direct debit, Google Pay, Apple Pay and purchase on account.
Can I pay for my order in instalments ?
Yes, we offer PayPal instalment purchase for orders from €99 up to a maximum of €10,000. You can select instalment payment directly in the order process.
Is purchase on account possible? ↓
Yes, we offer purchase on account via our service provider RatePay. Please note that the invoice is not transferred to us, but directly to RatePay. You will receive the payment request directly from RatePay by email.
What happens if my payment fails?
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If your payment fails, the order will be automatically cancelled and the order will not be processed further. If you are unsure whether your order was successful, please contact us via our contact form.
We ask you to place a new order if your payment fails.
We ask you to place a new order if your payment fails.
How can I redeem a promotional code?
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You can easily redeem your promotional code in the shopping basket. Under "Promotion / Voucher" you have the option of adding a promotional code to your order. The discount will be displayed in the shopping basket after successful redemption.
How can I redeem a voucher?
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You can redeem your voucher in the shopping basket. Under "Promotion / Voucher" you have the option to enter your voucher code and the corresponding PIN.
Can I use several vouchers or promotional codes at the same time ?
For multiple promotional codes, please read the terms and conditions of the promotion. Vouchers can be redeemed independently. Please note that a voucher cannot be redeemed in instalments.
Can I redeem my voucher at a later date?
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Unfortunately, it is no longer possible to redeem a voucher after the order has been completed.
Customer account & Data protection
How can I create a customer account?
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You can easily create your customer account via our website. To do this, either go to the navigation and select register, or select in the order process that we create an account for you.
I can't log in to my customer account. What can I do?
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If you have problems logging in, please try resetting your password. You can reset your password directly on the login page by clicking on "I have forgotten my password." If you are still having difficulties, please contact us via our contact form.
How can I change my password?
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You can easily change your password in your customer account. To do this, go to the "Personal profile" tab in your customer account and then click on "Change password".
Can I change my email address in my customer account?
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Yes, you can change your email address directly in your customer account. To do this, go to the "Personal profile" tab in the customer account and then click on "Change email address".
How can I delete my data or my customer account?
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If you would like to delete your customer account and have your saved data deleted, please contact us using our contact form.