We are here to help you. Can’t find what you’re looking for? Don’t hesitate to contact us.

 

ATTENTION

WE DO NOT STANDARDLY DELIVER FOR FREE.

PLEASE CONTACT OUR CUSTOMER SERVICE ON [email protected] to know more about shipping costs and availabilities. WEY’RE HAPPY TO HELP YOU OUT WITH ALL YOUR DEMANDS AND QUESTIONS. 

 

 

ORDERS

 

PLACING AN ORDER WITHOUT AN ACCOUNT

 

You don’t have to create an account to place an order at DIW. What we do need is an e-mail address and a telephone number. We will send you a confirmation e-mail and plan the delivery of your ordered items via e-mail or by phone. 

Creating an account does have its advantages. This way you have to fill in only once your details and you’ll be able to place an order more quickly.

Don’t want your order to be delivered to your neighbours? Neither do we. Please check that your address details are correct. 

 

MY ACCOUNT

 

Registration

You can choose to create an account before you place an order. By making an account you provide us with your personal details, such as your e-mail address, full name and home address. It is easier and faster to place an order when you have an account with saved details. Your account can come in handy when you visit our experience showroom as well. 

After registering your details with us, you will receive an activation e-mail. Make sure you give us the right e-mail address so you can activate your account. 

 

Changing your personal details

You can change your personal details via your online account at any time. Be aware that address details should be changed before you place an order. 

 You want to get your order delivered outside of Belgium? Contact our customer service via [email protected] or at +32 476 47 92 88. 

 

I forgot my password

You forgot your DIW password? No need to panic! Click on the My Account button on the top-right corner of our homepage. At the bottom of a new page you will find a link “Forgot password?” Click on this link and we will send you an e-mail with instructions to create a new password. 

 

WHAT HAPPENS AFTER YOU PLACE AN ORDER

 

 Nothing is more important to us than collecting your details and payment safely. 

 

Your basket

 All prices are VAT inclusive 

 When you want to place an order, you can click on the button “Order”. On the next page you can choose for “Go to payment”. Changed your mind or want to add something else to your basket? You can just go back to our store by clicking “Back to Shop”.

To place an order outside of Belgium, please contact our customer service via [email protected] or at +32 476 47 95 88 and we’ll help you with your order.

 

Your details

 To be able to handle your order, we need your home address and telephone number. These details are strictly confidential. Are you a business owner? Then please provide us with your business details. 

 You can choose to make your delivery address different from your billing address. In that case, un-click the “My Delivery Address is the same as my Billing Address” button and create a new delivery address. 

 

Safe pay 

 At DIW we assure you we take the safety of your payment details serious. That’s why we only work with well-established partners. 

 

We work with the following recognised payment services: 

Bancontact / Mister cash

Mastercard

Visa

Bank deposit (Belgium, The Netherlands, Germany and France)

GiroPay

Maestro

Ideal

SOFORT banking

 

Completing your order

In a final overview you can find your order details. When you click the “Go to payment” button, you will make your order final. 

 

 

ORDER CONFIRMATION E-MAIL

 

When you complete your order, you will receive a confirmation e-mail from us: one e-mail immediately after you placed your order to confirm we received your order details and a second e-mail later on with your order number and confirmation of your payment. Maximum 5 days later you will receive a third e-mail with your billing and all other necessary details. 

 

I didn’t receive an order confirmation

You didn’t receive one or more e-mails? Please check your spam. 

No e-mails in your spambox? Contact our customer service via [email protected] or at +32 476 47 92 88.

 

CHANGE OR CANCEL YOUR ORDER

 

You wish to change or cancel your order? This is only possible for catalogue products that haven’t been sent yet. This is unfortunately not possible for products that are made-to-order or personalised. On every product page and on your billing you can find if your product is a catalogue, made-to-order or personalised product. 

In all cases, please contact our customer service as soon as possible via [email protected] or at +32 476 47 92 88. We will try our best to change or cancel your order if possible. 

Is your catalogue product already on its way? After delivery you get 14 days to send the products back. If you wish to send something back, you need to contact us by phone or e-mail to let us know. You will have to pay for the postage of the products yourself. The cost varies per country and per item. 

We are not responsible for any problems that occur while sending items back.

 

 

CAN I ORDER SOMETHING OVER THE PHONE?

 

The easiest way to place an order is via our webshop but If you’re not from Belgium, or if you want to get your items delivered outside of Belgium, the only way to place an order is over the phone or by e-mail. You can contact our customer service by e-mail: [email protected] or by calling +32 476 47 92 88 and we will take it from there.

 

  

 

ARE THERE MORE FORMATION OPTIONS POSSIBLE FOR THE SOFAS & CUPBOARDS? 

 

The BOX and PLATO sofa collections exists out of different modules which you can mix and match: create a corner lounge, a straight lounge or a lounge with an armchair. The possibilities are endless and that’s why we’re only showing a few formations on our webshop. We can easily personalise a lounge for you: contact us and we will produce a sofa especially for you. 

 The same goes for our modular cupboard system. We have different wall units and or cupboards in different sizes so you can again mix and match the cupboard you want to have. Available in different colours and wood finishings.

 

CAN I ORDER A CARPET IN A DIFFERENT SIZE? 

DIW shows you about 20 different sizes of carpets via our dropdown menu’s. Can’t find the size you’re looking for? We can probably create one for you. Contact our customer service.

 

IS IT POSSIBLE TO ORDER FABRIC SAMPLES?  

 

At DIW you can order any fabric sample for just 5 euros. You can do this via our webshop or by contacting our customer service. 

 

CAN I ORDER FABRICS AS PER RUNNING METER? 

 

Almost all fabrics by DIW are available per running meter. This can come in handy if you want to combine your curtains with your newly purchased sofa. Ordering fabrics is easy via our webshop or you can contact our customer service. 

 Be sure to fill in all your exact details!

 

 

PAYMENT METHODS

 

 You can pay your order on DIW with the following payment methods: 

 

Bancontact / Mister cash

Mastercard

Visa

Bank deposit (Belgium, The Netherlands, Germany and France)

GiroPay

Maestro

Ideal

SOFORT banking

 

The total amount of your order will be deducted from your bank account or credit card. 

 

CAN I PAY MY ORDER AFTERWORDS?  

 

 Unfortunately it is not possible to pay for your order afterwords. 

 

 CAN I GET AN INVOICE WITH VAT-DETAILS? 

During the order process you can choose to create an account as a business owner and provide us with all necessary details to receive an invoice with VAT-details. 

 

 

 

DELIVERY AND ASSEMBLING

 

HOW MUCH DO I NEED TO PAY FOR DELIVERY? 

The cost for delivery varies from location to location. Please contact our customer service to receive a personal quote via [email protected] or +32 476 47 92 88. 

 

HOW WILL DESIGN IS WOLF DELIVER MY GOODS? 

Depending on the country, DIW works with different logistics partners to deliver your order safe and sound. Small goods are delivered to your front door. We will let you know what day your package will arrive. 

If you are on holidays or you want your goods delivered on a specific date, please contact our customer service. 

 

In Belgium and Luxemburg, big orders are delivered by our logistic partner. A few days before, they will contact you to arrange a date and time that’s convenient for you. They will unpack your furniture, assemble anything if needed, place the furniture where you want them and take any packaging back with them. 

 

For international orders outside of Belgium or Luxemburg, please contact our customer service. 

 

CAN I CHOOSE WHEN I WANT MY ORDER TO BE DELIVERED? 

 

Belgium & Luxemburg only:

Small orders will be delivered without an appointment. If you are on holidays or you want your order to be delivered on a specific date, please contact our customer service. For bigger deliveries, it is possible to arrange a specific date and time with our logistics partner. It is also possible to keep your goods with them for a while (when you are moving for example). Please contact our customer service to create a custom service for you. 

 For international orders outside of Belgium or Luxemburg, please contact our customer service. 

 

DOES DESIGN IS WOLF UNPACK AND ASSEMBLE MY DELIVERY? 

 

Belgium & Luxemburg only:

DIW can provide you with a quotation by our logistics partner who will unpack your delivery, assemble your furniture and take all packaging back with them. Deliveries via bpost or other logistic partners will not unpack your delivery, although we only work with these partners for small orders such as cushions, carpets or side tables. 

For international orders outside of Belgium or Luxemburg, please contact our customer service. 

 

 

DO YOU CARRY MY PRODUCTS UPSTAIRS? 

Belgium & Luxemburg only: 

Small products are delivered at your front door. You will need to carry these upstairs yourself. 

Do you live on a higher floor and need a special delivery? You can hire an elevator with our logistics partner and need to further arrange this with them. 

 

For international orders outside of Belgium or Luxemburg, please contact our customer service.

 

DO YOU TAKE MY OLD FURNITURE WITH YOU? 

Belgium & Luxemburg only:

When our logistcs partner delivers your order, you can ask them to take your old furniture and/or mattresses. This will cost you extra and you will need to arrange this with them directly. 

 For international orders outside of Belgium or Luxemburg, please contact our customer service. 

 

 

RETURN POLICY

 

You changed your mind and would like another product or your product in a different colour? No problem. We love to help you!

 

14 DAYS RETURN POLICY

All catalogue products are refundable when you return them to us within 14 days. Unfortunately we can’t take any personalised products back. By personalised we mean products that are produced especially for you. During the order process and after you receive your billing and order confirmation it is made clear multiple times if your product is a personalised item or not. 

 

In case you want to return, please contact our customer service as soon as possible via [email protected] or at +32 476 47 92 88. We will help you in our best possible way.

 

CAN I GET THE ITEMS I WISH TO RETURN PICKED UP?

It’s possible to get the order you want to return picked up. You just need to contact our customer service and we will make sure someone picks up the items you wish to return. 

 

Orders will always be picked up at your home address by our courier service. The cost of returning your items when we pick them up will be deducted from your refund.  The return amount can differ per item, it depends on the width, weight and country. 

 

EXCHANGE PRODUCTS

It’s not possible to exchange any items. You can always return catalogue products within 14 days and place a new order via DIW. 

 

IS IT POSSIBLE TO GET A REFUND?

All goods will be inspected on return. After we received your items and checked them on any damage, we will refund you what you paid for your order but not the delivery charge. The items have to be send back to us in their original packaging and state. The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way!

If you used a courier service to send back our items, unfortunately we will not be able to pay any costs back.

We will refund you the same way you paid your order. This means if you paid by credit card, the amount will be paid back on that same credit card. 

 

ARE THERE ANY COSTS WHEN SENDING AN ITEM BACK?

If you wish to send anything back, you will need to pay for postage yourself or you can ask us to take care of it and book a courier. Prices differ per width, weight and country. We will deduct this from your refund. 

 

WHEN WILL I RECEIVE A REFUND?

Your refund will be completed after we received your products and made sure they are in excellent shape. 

 

MY ORDER ISN’T COMPLETE OR IS FAULTY

Our courier service will always ask you to sign when you receive your item. Always look for any transport damage before you sign anything. 

 

If there’s anything wrong with your items, please let us know via [email protected]. We want to sort out any issues with faulty items straightaway.

 

I HAVE A COMPLAINT, WHAT DO I DO? 

You can file a complaint via [email protected] or via the official European Commission procedure http://ec.europa.eu/consumers/odr/. Or you can ask for advice at beCommerce via becommerce.be

 

 

WARRANTY

 

 We assure you that our products are made with the utmost care for quality and comfort. Help us to keep the quality of our products high. 

 

WARRANTY PERIOD

For all products, a warranty period of 2 years is in order. To be able to rely on this warranty, please follow the instructions about cleaning and taking care of your DIW products. 

 

REPAIR OR REPLACEMENT

Is your warranty period still running? A repair or replacement of a product is possible. To receive more info about using your warranty, please contact our customer service. 

 

If DIW can’t repair or replace your products - for example, it was a personalised seasonable product or a product that’s out of production - we will pay you the amount back. 

 

WARRANTY EXCLUSION

Subject to the limitations of warranty:

 

Normal wear and tear of products during course of ownership.

Color, grain, or texture of natural materials.

Damages or failures resulting from misuse, abuse, negligence, improper care, modifications, or relocation.

Damages to seating products caused by contact with tables, desks, or other surfaces.

The use of another company for a previous repair of the product.

 

 

BUSINESS OWNER? 

Are you involved in furniture design or interior design and you wish to set up a collaboration with DIW?  Don't hesitate to contact us via [email protected]