Service

We have summarised the most important questions and answers. First, please select the category to view our list of questions. If your question isn’t answered here, then please feel free to contact us at: hello@johanenlies.com.

 

Purchase & Payment

SHOPPING CART

Select the products you would like to order by clicking the “Add to Cart” button. This will put your selection in the cart. Until submitting your order, you can change this selection at any time by changing the number of products, deleting the selection by clicking the “Remove” box or cancelling the order process. By clicking on the “Checkout” button you will get to the next order step.

CHECKOUT

If you already have a customer account, then please log in with your email address and password, otherwise please register as a new customer. Your data will be collected, processed and used in compliance with the data protection regulations (data protection notice).

 

This data is not disclosed to third parties or used for any other purpose. Click on the “Next” button to get to the next order step.

CHECK BILLING ADDRESS / SELECT PAYMENT METHOD

Now check your billing address and indicate your desired payment method. Click on the “Next” button to get to the next order step.

CHECK SHIPPING ADDRESS / SELECT DELIVERY METHOD

Check your shipping address and enter your preferred delivery method. Click on the “Next” button to get to the next order step.

CONCLUDING THE ORDER PROCESS / TERMS AND CONDITIONS AND DATA PROTECTION

You will receive an overview of your order: the selected products, the shipping and billing address, and your contact details. Please check that all of these details are correct and carefully read the general terms and conditions, and the cancellation policy. You can only continue with the order if you agree to the terms and conditions and the privacy policy (checkmark). By clicking the “send order” button you send your order to us; hereby giving us a legally binding order.

PAYMENT

Payment in advance by bank transfer
Upon completion of the order you will automatically receive an order confirmation by email, with all of the information, including our bank details. Please note that your order can only be processed after receipt of payment. Please do not forget to specify the order number in your transfer as the intended purpose, which you will receive by e-mail with the order confirmation.

 

PayPal
With the PayPal online payment service, you pay simply, securely, and quickly with no additional costs to you. Your bank or credit card details are only deposited with PayPal. You pay with just two clicks, as the stored data is automatically accessed by PayPal.

 

Shipping and collection

Shipping

Since we manufacture all furniture individually to order, the manufacture of the furniture can take up to 6-10 weeks – depending on the article / stock this time may be shorter.

 

Each item will have a proportionate shipping and handling cost added to the price of the goods. The amount of freight charges depends on the weight, volume and place of delivery. For island deliveries, or other delivery addresses that cause higher than usual shipping costs due to their location, corresponding costs may be due in addition to the shipping costs agreed at the time of sale.

 

For deliveries outside the EU additional duties and fees may apply.

 

For deliveries to Switzerland, the goods will be charged gross. Import taxes and customs fees will be additional.

 

The delivery of your new JOHANENLIES furniture takes place in close cooperation with our competent transport partners. An exact delivery date will be communicated to you by telephone about 5 to 7 days before the delivery. Therefore, it is always important when ordering to specify a phone number through which you can be easily reached.

 

Note: please be aware that if the delivery is unsuccessful despite an agreed deadline, renewed costs are incurred by a new delivery.

 

In the unlikely event that the delivery of your order is delayed, our customer service department will contact you as soon as possible to arrange a new delivery or collection date.

 

For further information please contact: info@johanenlies.com

Collection from our atelier

You can save on the delivery costs by picking up your new furniture yourself from our atelier. Please arrange a collection date by e-mail: info@johanenlies.com

 

Note:

Knowing the dimensions of the new furniture can be advantageous when picking it up, so as to ensure that the furniture will fit in your car.

 

Please bring the order confirmation or the invoice, as well as a valid identification document with you when picking up your goods. If you do not collect the goods yourself, the person concerned must present the invoice and a separate valid personal ID.

 

With JOHANENLIES you have a fourteen-day right of return from the day on which you receive the goods. If you wish to exchange or refund the goods, they must be in their original condition and in their original packaging. If you throw away the packaging after unpacking, you lose your fourteen-day right of return for the goods. Therefore, it is recommended to fold the packaging and keep it until you have made a final decision.

 

For further information please contact: info@johanenlies.com

Shipping costs Germany & Austria

We deliver parcels (only small furniture / accessories) for a flat delivery rate of € 9.90 to € 44.50 incl. VAT.

 

We charge €150,00 for deliveries by a forwarding agent to the kerbside in Germany & Austria.

 

Please note that our furniture is mainly delivered in one piece and therefore it can be heavy and bulky.

 

Delivery to the point of Use (Convenience Service)
Your furniture is delivered by two men to the point of use – i.e. to your living room, to your terrace, etc. – and unpacked there, with the packaging material being disposed of accordingly. We offer this service within Germany for a flat rate per delivery of €250.00 incl. VAT.

 

For further information please contact: info@johanenlies.com

Shipping cost European Union

We deliver parcels (only small furniture / accessories) for a flat delivery rate of € 24.90 to € 59.90 incl. VAT.

 

We charge € 250,00 for deliveries by a forwarding agent to the kerbside in Europe in the EU.

 

Please note that our furniture is mainly delivered in one piece and therefore it can be heavy and bulky.

 

For further information please contact: info@johanenlies.com

Shipping costs to European countries outside of the EU

We deliver parcels (only small furniture / accessories) for a flat delivery rate of € 29.90 to € 69.90 incl. VAT.

 

We charge € 300,00 for deliveries by a forwarding agent to the kerbside in non-EU countries within Europe.

 

Please note that our furniture is mainly delivered in one piece and therefore it can be heavy and bulky.

 

For further information please contact: info@johanenlies.com

Shipping costs for the rest of the world

We deliver parcels (only small furniture / accessories) for a flat delivery rate of € 29.90 to € 69.90 incl. VAT.

 

We charge € 500,00 for delivery by a forwarding agent to the kerbside.

 

Please note that our furniture is mainly delivered in one piece and therefore it can be heavy and bulky.

 

For further information please contact: info@johanenlies.com

Acceptance of Goods & Product complaints

Acceptance of Goods

When you receive your new furniture, it is important to check that the right goods have been delivered and whether there is visible damage to the packaging. If everything is as expected, the driver will ask you to acknowledge the receipt of the goods.

 

If the packaging is damaged, confirm the receipt of the goods on the delivery note conditional to the recording of possible damage to the contents. Contact JOHANENLIES if you discover damage to the goods after unpacking them. We will offer you a solution.

 

In case of transport damage, please contact us within 5 working days after receipt of the goods.

Product complaints

Please contact us if you would like to complain about a JOHANENLIES product. We will try to eliminate the defect in the best possible way.

 

You will be asked to send photos of the product damage, or a detailed description of the problem, so that we can find the right solution for the complaint.

 

For further information please contact: info@johanenlies.com

Cancellation rights

You have a fourteen-day right of return from the day on which you receive of the goods. If you wish to exchange or refund the goods, they must be in their original condition and in their original packaging.

 

All information on the cancellation rights.