Customer Care

EXPLORE FREQUENTLY ASKED QUESTIONS

Here you can find information about delivery and payment options, contact details and much more. We have gathered a list of frequently asked questions to help you quickly find the answers you need.

Delivery & Pickup

Does your furniture come pre-assembled or will I have to assemble it myself?

Please contact our customer service if you wish to change your delivery time, address, or contact information.

Note – this does not apply to express items if the order has already been dispatched. If you are not home at the time of delivery, it will be delivered to your nearest pickup point.

For Click & Collect orders, please contact the store directly.

Offers & Promotions

Where can I find promotions and offers?

At BOLIA, we have a very special agreement with our skilled manufacturers, who reserve their production capacity for us during selected periods. This means we can always offer you promotional prices on selected designs. See all current promotions right here.

 

You can also help find a home for returned items, display models and the stars from our photo shoots, which often have nothing wrong with them but missing packaging. This is the philosophy behind our Online Outlet, where you can buy unused designs at great prices every day of the year.

My new furniture is offered at a promotional price and cheaper than when I bought it?

What if my new furniture is cheaper after I bought it?
At BOLIA, we offer our customers a price guarantee. This means that if you order a BOLIA design and, within 30 days of your purchase, the product is offered at a promotional price, you can contact our customer service team via live chat, chatbot, or email: customerservice@bolia.com. We’ll issue you a gift card for the difference.

 

Read more here

How do I use a discount code/promotion code?

Some of our exclusive promotions are only available for MyBOLIA members. All you need to do is log in to get your discount – it will automatically be deducted from your purchase. Join our MyBOLIA universe and get access to more fantastic benefits right here.

 

Please note that offers cannot be combined and discount codes/promotional codes cannot be used on shipping, gift cards or already reduced items.

How do I know that the discount has been deducted from the price?

If there is a discount on your purchase, the discount will always be shown in the basket and on your order confirmation. Some promotions are only available with our members club, MyBOLIA – when you are logged in, you'll get your discount automatically. Please note that offers cannot be combined and discount codes/promotional codes cannot be used on shipping, gift cards or already reduced items.

Returns

How can I cancel my order?

Home delivery or collection

We can arrange the collection of your order from your home address for an additional fee. You can also return your item to one of our collection points. You simply need a return label, which we will send to you.

Contact customer service

Express items with GLS
If you are not at home on the delivery day, GLS will inform you that they have attempted to deliver the parcel and where you can collect it.

We cannot change the address or delivery date for express items, as they are shipped as quickly as possible.

If you change your mind, you can return the item within 100 days if it is unused and in its original condition. Simply fill out the return form and use the prepaid return label. You can also return the item in one of our stores.

We cannot modify or cancel an express order. You can either accept the parcel and return it, or refuse delivery, after which it will automatically be sent back to us. Refused or uncollected parcels may take up to 3 weeks to reach our warehouse before we can process your refund.

Delivery time is 4–7 business days. You will receive a link and a Track & Trace number to follow your parcel. If you have not received your parcel within three weeks, please contact us so we can file a claim with the carrier. Please note that delivery times may be longer during holidays.

Click & Collect
We offer Click & Collect on a wide range of products, meaning you can order and pay for your designs from home and collect them at your nearest BOLIA store.

You can check if an item is available for Click & Collect on the specific product page at Bolia.com.

Most Click & Collect items are in stock and can be picked up the same or the following day. We’ll send you an SMS once your item is ready for collection, so you don’t make an unnecessary trip.

When collecting your Click & Collect item, please bring your order confirmation and valid ID. If someone else collects it for you, they must have an authorization, their own ID, and the order confirmation.

We offer a 10-year warranty on all our designs – except for our Lifestyle products. You also have a 100-day return policy on all accessories if the item is unused and in its original condition. Just bring the item and the order confirmation to the store.

If you wish to cancel your Click & Collect order, please contact the store directly, as they handle these orders. If your Click & Collect item is damaged, bring it to the store and we will find a solution that suits you.

You don’t need to collect your order on the exact date stated on the confirmation, but we kindly ask that you do so within a week or so.

Find your nearest store

When will I receive my refund?

We can give you an overview of when you can expect your refund:

• Cancellation: It may take up to 5 business days for the amount to be returned to your bank account.

• Return: It may take up to 14 business days for the return to be registered. After that, it takes an additional 5 business days from when the refund is processed for the amount to appear in your bank account.

The refund is always made using the same method we received your payment.

If you returned your item more than 14 days ago and still have not received your refund, please contact our customer service. They will assist you further.

Where can I read more about your return policy?

You have free returns within 100 days. The item must be unused and in the same condition as you received it.

You may open the package to inspect the item before deciding to return it. However, the item must be completely unused to be accepted for return.

It is important that the item is securely packaged when returning it. You are responsible for the item until we have received it.

Read more about our return policy

Complaint / Claim

How do I make a complaint about an item or a delivery?

We’re sorry to hear that you’re experiencing issues with your design. To help us process your request, please fill out the form by clicking the button below.

If you purchased a design with express delivery, please use the return form included with your order to submit your complaint.

For items purchased and collected in one of our stores, please contact the specific store directly. You can find the contact details of your nearest store here.

We work with a craftsman in most areas who can help repair items when possible. We can arrange this for you if your complaint is covered by the warranty.

Submit a complaint

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