Frequently Asked Questions

How do I return an item?
What is my order’s delivery status?
What should I do if damages occurred during transport?
How do I obtain further information about a product?
Can I change my order after placing it?
Speak to us in person:
+49 89 200 600 0

GENERAL QUESTIONS

Why shop at AmbienteDirect?

As e-commerce design pioneers we not only offer a large selection of products and brands but have many years of experience and particular knowhow at our command. Over 400,000 satisfied customers can attest to that. Daily, we send out exclusive products to design lovers around the globe. We are continually working on our performance and offer our services in many different languages to guarantee our customers the best shopping experience.

We promise our customers professional, competent, and individual service. A personal consultation – via our service hotline or on-site in our DesignHaus – is just as important to us as the quick, easy delivery of our products. This is why we have built our own, large warehouse east of Munich, Germany, which offers space for tens of thousands of design pieces. Safety and data privacy are fundamental values at AmbienteDirect. Our online shop is equipped with the most current safety standards to make your shopping experience not just comfortable, but also as safe as possible.

Can I receive a detailed consultation at AmbienteDirect?

We have not only been selling high-quality design via our online shop since 1998, but also offer competent consultations when needed.
Our skilled colleagues are happy to assist you with your request via telephone, e-mail, or in person in the DesignHaus. Simply call us at +49 89 200 600 0 or send us an e-mail to info@ambientedirect.com – our team is at your service!

I can’t find a certain product in the online shop. What can I do?

Please don’t hesitate to contact us. We are able to acquire all products by brands listed on our website and would be happy to place a special order for you.

How do I obtain further information about a product?

In case you’d like to know more about a product than the information provided on our website please fill out our contact form and we will get back to you with the information you were looking for.

Can I purchase a gift voucher?

Give the present of individual style with a gift voucher from AmbienteDirect. In our shop, you can choose a voucher for 50 Euro, 100 Euro, and 200 Euro. After your online purchase, you’ll receive a classy gift voucher card for the chosen amount by mail. If you’re in a hurry or wish to purchase an individual amount, you can request a voucher code via telephone at +49 89 200 600 0 or e-mail and give a spontaneous gift of design delight.
The gift voucher contains a one-time voucher code, which can be redeemed online at www.ambientedirect.com by entering it during checkout after placing one or more items into the online shopping cart. This way the receiver can fulfil their very own design wish – with no time limitation.

How do I create a customer account?

At the very top of the website, click “My account” and then the link “New customer?” to reach our registration page. Here, please fill out all mandatory fields truthfully.
In the “Password” field we recommend for your safety that you use a minimum length of 6 characters, including upper and lower case letters as well as numbers. Please keep your password and stated e-mail address in a safe place, as you will need them for future logins.
After your successful registration, you will receive an e-mail with your login information.

How can I change my customer information?

In your customer account under “My profile” you can change your name, e-mail address, and your password. To change your invoice or delivery address, please click the corresponding link. After editing your information, please click “Save” to save your changes.

How do I delete my customer account?

Should you have no use for your customer account any longer, you can have us deactivate it for you. Please fill out our contact form and we will deactivate your account as quickly as possible.

What are the benefits of receiving the newsletter and how can I subscribe?

With our newsletter, we deliver design news, current trends, seasonal specials, and exclusive offers directly to your inbox. Read all about the newest design trends and let them inspire you!
You can subscribe anytime via the “Newsletter subscription” at the very bottom right of our homepage.
If you already have a customer account, you can also register for the newsletter there. You’ll find the respective link on the overview page after logging into your account.

How can I unsubscribe from the newsletter?

In this case, please use the “unsubscribe” link you’ll find directly in the newsletter. Alternatively, you may also send us a message.

IMPORTANT:
Please do not mark our e-mails as spam in your inbox! If you do so, you will not receive any other e-mails from us either like, for example, order confirmations.

Where do I find the General Terms & Conditions?

You’ll find our General Terms & Conditions here.

Is my customer information transmitted safely and where can I find the privacy policy?

The safe transmission of your customer information is guaranteed through SSL encryption. Your personal information is encrypted and can only be accessed by us. Our entire privacy policy can be viewed here.

SHIPPING & DELIVERY

According to the online shop delivery information, my desired product was in stock. Why am I only receiving a partial delivery or have to wait for the product?

The information “in stock” reflects that at least 1 copy of the product is in stock. However, this does not invariably mean that we currently carry the entire quantity which you would like to purchase of this product. Please understand that we can always only stockpile a certain number per product and that higher quantities require us to prompt another order from the manufacturer. In this case, delivery is delayed until the missing quantity has reached our warehouse.

How high are delivery costs?

At AmbienteDirect, you get an easy overview of delivery costs during your order checkout. For several countries within Europe, delivery is free from a certain purchase value. For nearly all countries, we have a fixed cap for delivery costs. Exact delivery costs are generally calculated during the order process in the online shopping cart. In case you are ordering several different products, the delivery costs displayed in the shopping cart are for the entire order.

When will I receive my order if I purchase products with different delivery times?

The delivery time for each product can be seen on the respective product detail page. If several products with varying delivery times are ordered, they will be compiled into one delivery as long as the delivery time is acceptable. Otherwise, already available products will be sent in advance at our own expense.

CURRENT ORDERS

Why did I receive two order numbers for one order?

Both order numbers are valid and are assigned to your order. First, you receive an order confirmation via our online shop and then a confirmation from our merchandise management system. For questions regarding your order you only need to mention one of the two numbers.

Why am I not receiving any e-mails (order confirmation, shipping confirmation, etc.) from AmbienteDirect?

Unfortunately, some e-mail providers filter our confirmation e-mails into the spam folder. Should you be missing an e-mail from us, we recommend you check this folder. Additionally, you can check the current status of your order yourself anytime in your customer account under “My orders”.

Can I change my order after placing it?

Changes to the delivery address, product, delivery option, payment method etc. are possible as long as the order hasn’t yet been shipped. Please call our customer service at +49 89 200 600 0 for help.

Is it possible to book the Premium Service after I already completed the order?

As long as the order hasn’t been shipped, you can add the Premium Service without any trouble. Please call our customer service at +49 89 200 600 0 for help.

What is my order’s delivery status?

You can view the current status of your order anytime in your customer account under “My orders”. There, we inform you of the expected delivery date. If the status of your order is “Sent”, you will also see delivery slip number of your goods.
In case you don’t have a customer account, please contact our customer service for questions regarding the delivery status of your order.

My order should have arrived by now – why have I not been notified?

Unfortunately, sometimes it happens that a parcel carrier forgets to leave a note when they weren’t able to locate the addressee. If you receive a message from us that your order was delivered, and/or this is confirmed by the parcel tracking, then we recommend you contact your closest post office directly in order to receive your order as quickly as possible. You can check the current status of your order yourself anytime in your customer account under “My orders”.

PAYMENT

What are my payment options at AmbienteDirect?

At AmbienteDirect, you can pay via Amazon Payments, PayPal, prepayment, credit card, direct debit, payment on account, or cash on delivery. Further information about this topic can be found here.

When is my order’s invoice amount deducted when I pay via PayPal?

For orders with the “PayPal” payment option, the invoice amount is deducted just before the goods are dispatched.

I would like to pay by credit card. When exactly is the money charged to my card?

The entire amount is charged to your credit card directly after you place the order. For customers within Germany with an order exceeding 1,000.00 €, a deposit of 20% is generally charged the day the order was placed.

COMPLAINTS / RETURNS

What should I do if damages occurred during transport?

If despite all our care transport damages have occurred, we recommend to decline the delivery or sign the delivery receipt with the note “under reserve”.
To help us send you an intact copy as quickly as possible, please notify our customer service as well as the carrier of the damage in writing as soon as you can, best within 4 days. We have the possibility of claiming damages from our carriers within 4 days of delivery, so we kindly ask you for your cooperation.

What should I do if I accepted the delivery despite your recommendation and it turned out to be damaged?

In this case, we ask you to send us digital photos of the damages via e-mail, stating your invoice number. This way, we can file a proper damage report with our insurance company. At the same time, we will arrange for the damaged goods to be picked up so you may quickly receive a replacement.
Of course, the above-stated information in no way limits your statutory warranty claims but simply express our plea for your cooperation in the event of transport damages.

How do I return an item?

To guarantee a quick and smooth return process, we ask you to observe the following steps.

  1. Send us an e-mail stating your wish to return an item and the return reason
  2. If the goods are damaged, please send us digital photos of the damage via e-mail, stating your invoice number
  3. After we’ve received your message, we will send you a return slip and a dispatch label within 24 hours
  4. Please pack the item carefully, best in its original packaging if possible, so it will reach us without any (further) damage. Place the return slip inside the parcel and paste the dispatch label onto the box. Please remove the original address label beforehand.
  5. Bring the parcel to the closest branch office of the shipping provider. In case you are returning an item eligible for freight forwarding, we will organise a pick-up for you. The freight forwarder will then contact you directly to arrange a date and time with you.
Where can I get replacement parts for my item?

Should you need replacement parts for one of your ordered products, we will be happy to acquire them from the manufacturer for you. To accomplish this, we will need the name of the replacement part. Please contact our customer service with your request. They will enquire the availability and price from the manufacturer and send you all necessary information on how to proceed.

What do I do if I received a wrong item?

If a wrong item was delivered to you, please send us a short message to info@ambientedirect.com. Please add photos of all labels on the item. Then please pack the item carefully for sending it back, best in its original packaging if possible, so it will reach us without any damage. Place the return slip you will have received from us inside the parcel and paste the dispatch label onto the box. Please remove the original address label beforehand.

In case you are returning an item eligible for freight forwarding, the freight forwarder will contact you to arrange a date and time for pick-up with you.
At the same time, of course, we will arrange for the correct product to be sent to you.

What do I do if parts were missing from my order?

If an item in your order was delivered to you missing parts, please send us a short message using the contact form. We will need the names of the missing parts in order to properly process your issue. These you can find in the assembly instructions that came with the delivery. We will do our best to get the parts to you as quickly as possible.

If an entire product was missing from your order, please check the status of your order in your customer account. It is possible that we split your order into several shipments because of varying delivery times. If the status of your missing item is set to “Sent” or you don’t have a customer account, please send us a quick message.

Is it possible to exchange or return an item?

You can exchange or return the delivered goods within the 14-day revocation period. Please fill out the contact form with your request. Our customer service will then process your case.
After we’ve received your message, we will send you a return slip and a dispatch label. Please pack the item carefully for sending it back, best in its original packaging if possible, so it will reach us without any damage. Place the return slip inside the parcel and paste the dispatch label onto the box. Please remove the original address label beforehand.

In case you are returning an item eligible for freight forwarding, the freight forwarder will contact you to arrange a date and time for pick-up with you. You carry the proximate costs for the return, which for such goods are estimated to amount to no more than 75.00 €. Further information about your right of revocation can be found here.

What do I do if my order was delivered even though I had cancelled it?

If you received a delivery despite cancellation, please contact us. We will organise a return transport and inform you of all important details.
After we’ve received your message, we will send you a return slip and a dispatch label. Please pack the item carefully for sending it back, best in its original packaging if possible, so it will reach us without any damage. Place the return slip inside the parcel and paste the dispatch label onto the box. Please remove the original address label beforehand.

In case you are returning an item eligible for freight forwarding, the freight forwarder will contact you to arrange a date and time for pick-up with you.

When will I receive the refund for my return?

You will receive your refund within 10 business days of your return reaching our warehouse. For this reimbursement, we will use the same payment method you chose during the order process unless we explicitly arranged a different payment method with you. You will not be charged any fees for refunds.

Where do I find the cancellation policy?

For detailed information about our cancellation policy, please click here.