Frequently Asked Questions
Do you also deliver BrandBox furniture to me?
We deliver all furniture and accessories worldwide. If your destination is not included in our shipping rate, please contact us and we will send you a daily updated shipping rate and order link.
When will I receive my order?
If we have your BrandBox furniture in stock, your order will be made ready for dispatch immediately and handed over to our logistics partner DACHSER. Delivery will then take place within a few days. You can choose the exact delivery day and period yourself via an online calendar link that will be sent to you.
The order must be accepted within 5 working days. DACHSER has no possibility to store pallets and would otherwise return your order to us at your expense.
If you would like a special or later delivery date, please let us know BEFORE you place your order, otherwise we will ship your pallet immediately and will not be able to stop it.
What materials are used for BrandBox furniture?
The materials for all our furniture are made of coated Austrian chipboard and MDF.
How and where is your furniture made?
Our furniture is designed in-house, incorporating many of the ideas or requests you have shared with us over the years into our designs. Due to our quality standards, we produce exclusively in the EU. This also benefits the environment and improves our CO2 balance. The plastic content of the packaging is reduced to an absolute minimum and we limit ourselves to the amount of cardboard that is necessary for your BrandBox to reach you safely and undamaged.
Where can I find the shipping costs for my delivery location?
You will find all transport and DHL charges under "Shipping costs".
How long will the order be delivered?
We deliver all furniture in recyclable boxes on a one-way pallet to the curb of your home. But don't panic now 😇 Our DACHSER truck drivers don't just drop your disposable pallets on the side of the road. If you ask the driver politely and the access road to your front door is wide enough, flat and on solid ground, he will also place your pallet very close to your front door. We then recommend 2 people to lift and carry the packages off the pallet as some of the boxes are heavy.
Do I have to assemble my furniture myself?
Yes, all of our furniture is supplied for self assembly only. Detailed assembly instructions will be sent by email prior to delivery. Depending on the model, the assembly time is between 1 and 5 hours. If you have any questions during assembly, please contact us. We also try to be there for you on weekends and public holidays. Leave a message if we are not available right away or use our Whats App service.
Does The Brand Box offer an assembly service?
We do not offer set-up service or mediation for this service.
What are the delivery times?
If we have your favourite piece of furniture in stock, the delivery time in Europe is between 3 and 7 working days (after the order has been collected by the truck haulage company, at our warehouse in 22145 Braak / near Hamburg). If we do not have your model in stock, the delivery time can be up to 4 weeks. All our wood decor furniture, black or variants in greige, as well as Mix&Match are custom-made and the production or delivery time takes approx. 4-6 weeks.
What are the guarantee periods?
We offer a 3-year guarantee on our furniture (not on the baskets) beyond the statutory warranty periods.
Where can I find the dimensions?
On the start page you will find "Dimensions".
Do you offer financing or installment payments?
We offer financing for all customers with German accounts via the payment service providers Klarna and Paypal. The payment method PayPal or Klarna is stored on our website as a payment method in the check-out. You will find the Paypal installment calculator with every piece of furniture.
Why isn't my payment working?
We offer payment by bank transfer, credit card, Paypal, Klarna and various other payment options.
It can happen that a payment, for example with a credit card or Paypal, is rejected because your daily payment limit has already been reached. You can then contact your payment provider and increase your daily limit.
Order to Poland, Finland, Denmark, Sweden, Norway or Hungary - what about VAT?
Deliveries to Poland are charged with 23% VAT, orders to Finland with 24% VAT, Denmark, Sweden and Norway with 25% VAT and deliveries to Hungary with 27% VAT. We will then calculate 19% German VAT from our prices for orders and then calculate your corresponding VAT for you. The additional VAT will be shown separately and invoiced to you. Please contact us before ordering to Poland, Finland, Denmark, Norway, Switzerland or Hungary.
What happens in the case of transport damage or hidden damage that I only notice when unpacking?
In our shipping email, we point out that the boxes should be checked carefully for external damage upon delivery. If this is the case, please note the damage on the driver's bill of lading and have the driver countersign it. This is the only way we can determine the cause of the damage and take recourse. In the case of "freely signed" - i.e. a bill of lading without a note on transport damage, the warranty expires! If you notice any hidden defects in the packaging, please contact us immediately. We will then discuss how to proceed (e.g. send photos).
Do you offer a cash discount?
Yes, we offer a 2% discount on the VALUE of the GOODS (not on the shipping costs and not on promotions or vouchers), if you pay within 5 working days after your order. Prerequisite: Your payment must be made by bank transfer!
Do I get a refund of the discount if I forgot to deduct it?
If you forgot to deduct the discount yourself, we will not refund this voluntary offer from our side. Discount is a voluntary offer on our part and must be actively calculated by the payer and the corresponding amount must be paid correctly and within 5 working days by bank transfer.
Can I reach you at any time via the live chat?
We can be reached via chat at any time during our core hours (Monday to Friday, 10:00 a.m. to 5:00 p.m.). We are regularly online outside of core hours. However, it is definitely safer and makes more sense to send us your message or questions by email. These are guaranteed to be read and answered (customerservice@thebrandbox.de).
If you have any questions or need further information, please contact us via email (customerservice@thebrandbox.de) or by phone on +49 40 696 329 55. We are here for you!