Frequently Asked Questions
Order
If you wish to cancel your order, please contact our customer service as soon as possible.
Our furniture is made for you according to your wishes. That is why your order is unique and our manufacturers start producing your design immediately. Your order cannot generally be changed. If you have changed your mind, please contact our customer service as soon as possible - we will find the best possible solution.
Yes, this is possible. Please contact our customer service if you would like to change your delivery date or delivery address.
If you have ordered goods for collection from one of our pick-up points, the collection date provided is the earliest possible date you can collect the goods. However, you have the option to choose a different collection date that suits you better. Please note that collection must be made within 14 days, otherwise a storage fee will be charged.
Since Switzerland is not a member of the European Union, we will issue you an invoice without German VAT (19%). This applies in accordance with the applicable rules for exports to non-EU countries. Your invoice will state: “Tax-free export delivery in accordance with Section 4 No. 1a UStG”.
When importing into Switzerland, you must pay Swiss VAT of 8.1% on the value of the goods including shipping costs. VAT is collected by the Swiss customs authorities. This is either invoiced directly upon receipt of the goods or by the logistics service provider.
In addition to VAT, customs duties may also apply. The amount of customs duties depends on the type of products, their value and weight. The customs fee is usually paid in advance by our shipping service provider and then invoiced to you together with VAT. There is a duty-free limit for deliveries to Switzerland. If the total value of the goods is less than 62 CHF (including shipping costs), Swiss VAT is not applicable (with specific exceptions).
Shipping costs from Germany to Switzerland depend on the value, weight and volume of the goods. These are shown separately on your invoice. Please note that the shipping costs are included in the duty-free limit. Our shipping service provider handles customs clearance for you. You must pay the customs and tax fees to the deliverer upon delivery or by invoice to the service provider. Due to customs clearance, the delivery time to Switzerland can be longer than within the EU. Expect a delivery time of 6 to 10 working days after dispatch.
If you return some or all of our goods, please inform us in advance. Returns from Switzerland can be more complicated because customs fees are not automatically refunded. You must apply for a refund directly from customs. Every delivery to Switzerland must include a customs declaration, which we will issue for you. This will state the value of the goods, the description of the products and the country of origin of the goods.
As a rule, customs and tax costs are paid directly to the delivery service. You will receive a separate invoice for this from the shipping company or pay it upon delivery. All customs fees and Swiss VAT are to be borne by the buyer. We have no influence on the amount of these fees as they are set by the Swiss customs authorities.
Delivery
Some of our products are delivered already assembled, while others still need to be assembled. The stool, the children's chair, the children's table and our bedside table are pre-assembled and ready to use. Beds, wardrobes and chests of drawers are delivered disassembled and must either be assembled by you when you pick them up at one of our pick-up points or, if you wish, assembled by our shipping company. The corresponding assembly instructions can be found here .
Before delivery, please ensure that the access route is clear and accessible and that your furniture will fit through doorways, stairwells and other narrow spaces. Make sure that there is unobstructed passage to the installation site. The exact dimensions of the furniture can be found here on the website. For safety reasons, the driver is not allowed to take off shoes during delivery. It is therefore advisable to cover sensitive floors beforehand.
You will always receive an exact shipping cost before you confirm your order. Before you pay, we will provide you with transparent information about the available delivery options and their prices. Shipping costs depend on the weight of your order and your place of residence.
payment
You can pay by direct bank transfer, Paypal, Applepay, credit card or invoice.
At Isle of Dogs Design, we believe that bespoke design deserves flexible payment. That's why we offer you the option to pay in installments by working with Klarna. This way, you can conveniently finance your dream furniture in installments.
products
All our dimensions are listed on the respective product page under "Product Information". Here you will find information about materials, dimensions and other product information.
Our furniture does not contain any dangerous or harmful chemicals and complies with both European and international safety standards. Our textiles are made from materials that are certified according to STANDARD 100 by OEKO-TEX®. In addition, we only use water-based varnishes with a low content of volatile organic compounds (VOC), which is both more environmentally friendly and healthier for the indoor climate. All varnishes are specially tested and suitable for use in children's products. You can find more information about our materials here .
At Isle of Dogs Design, we attach great importance to the careful selection of high-quality materials, environmentally friendly production and a transparent and fair value chain.
Our goal is to ensure the longevity and unique quality of our products so that you can enjoy our children's furniture, textiles and accessories for many years and even pass them on to future generations.
To maximize the lifespan of our products, we offer comprehensive care instructions, hassle-free customer service and practical repair options. You can find our instructions here .
For daily cleaning of wooden surfaces, we recommend using a slightly damp microfiber cloth and wiping the entire surface evenly. After cleaning, you should immediately wipe the surface with a dry, clean cloth to remove any remaining moisture.
Please do not use cleaning products as these may contain chemical ingredients that can be harmful to children and may also affect the natural properties of the wood and reduce its longevity. For stubborn stains, you can use a mild cleaning product. Please test this on an inconspicuous area first to ensure that the varnish is not damaged. Find out more about caring for our materials here .
Miscellaneous
We are working as quickly as possible to process your request and you can expect a response in a timely manner. We understand that sometimes the wait may seem longer, but please be assured that your request has not been forgotten. To keep the process efficient, we ask that you do not submit any further requests as they will be placed at the back of the queue. Our internal system processes requests as they are received and we keep an eye on all requests to respond to you as quickly as possible. Thank you in advance for your patience. We will do everything we can to help you in a timely and best manner.
We take your security very seriously and always protect your personal data against unauthorized or unlawful processing as well as against destruction, loss, alteration, misuse or disclosure. You can find our entire privacy policy here .
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