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Deliveries

    DELIVERIES

    We want the entire process from order to delivery to go as smoothly as possible for each of our customers. We cooperate with delivery partners that can meet our high quality and service expectations – so that there are no surprises on your end when you receive your order.

    HOME DELIVERY

    Before shipping, you will receive tracking information from our delivery partners (either by text, phone or e-mail). Depending on the delivery method, you will then receive an assigned date for the delivery or you will have the option to choose a date and time slot for your convenience. Delivery will be “curbside” at the front of your door only unless you choose additional service. 

    WHAT ARE DELIVERY COSTS?

    The total shipping cost will depend on the size and weight of the item, calculated for each piece.

    •        Home delivery to your front door – from 7.95 € to 99.95 € 

    Exact shipping costs can be found on each product page, directly below the product images.

    When you add an item to your shopping cart, shipping will be automatically added to the total price. When purchasing multiple items, the maximum delivery cost is 99.95 €.

    HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?

    The delivery time for each item is indicated on the product page.

    In-Stock Items

    We have a limited quantity of products in stock at a given time – these can be delivered to your home in 5 to 8 business days.

    Out-of-Stock Items

    Products that are not in stock are either already in the manufacturing process or are manufactured exclusively for you. The production and delivery process can therefore take 5 to 14 weeks, depending on the item. After you place your order, we’ll keep you up-to-date in real-time via e-mail and in your account on the website. You can track your order status at any time! Should anything change during this process, our customer service team will contact you as soon as possible.

    Real-Time tracking

    So that you can follow the status of your order at any time, we offer maximal transparency with real-time tracking. You’ll know at any time where your article is, from manufacturing to quality control to delivery at your door.

    CHANGE YOUR DELIVERY ADDRESS

    No problem! To change your shipping address, simply contact our customer service 48 hours before your package leaves our distribution center. Once the order has left our warehouse we cannot make any adjustments – please reach out to customer service for specific questions.

    DELIVERY TO REMOTE LOCATIONS

    Delivery to remote locations may take longer than the times stated on the website. Please contact us before ordering so that we can give you a better estimate on delivery times and any additional charges.

    WILL ALL PRODUCTS OF MY ORDER BE DELIVERED AT THE SAME TIME?

    We aim to ship as efficiently as possible and therefore, products may not arrive at the same time depending on where they were manufactured and stored. Prior to payment, we have provided a summary of delivery teams for the products in your purchase.

    CAN I CONTACT THE DELIVERY PROVIDER DIRECTLY?

    Due to the range in our product line, we utilise different partners for delivery of different items. Once our delivery partners have received your items, they will contact you about delivery logistics. If you have any questions, please contact our customer service. Our team will be happy to coordinate any questions or concerns that you might have.

    IN CASE OF PROBLEMS

    Email: clientservices@nvgallery.com

    Telephone: +31 (0) 85 808 111 2 - Service available in French & English only

    AN ITEM IS MISSING FROM MY DELIVERY

    Please contact our customer service team directly to resolve this issue as soon as possible.

    MY DELIVERY IS DAMAGED

    First of all, we’re sorry! We review our products several times during the manufacturing process and before shipment to our customers. Despite all our efforts, it is rarely possible that a product can be damaged in transit.

    Important : If the damage is visible on the packaging (e.g. due to a damaged box), please ask the delivery provider to review the items with you at the time of shipment. If the product is damaged, please take a photo and refuse delivery. 

    If the damage was not visible at time of delivery, please contact us within 3 days of receiving the items. We will work tirelessly to find the best solution for you - whether an exchange, repair or refund.

    Please send us photos and / or videos of the damage so that we will process your request as soon as possible.

    There are no costs for picking up or exchanging a defective product. In the case of a full refund, you will be reimbursed for delivery costs.

    MAKING A RETURN

    We know that it can be tricky to order furniture online, but we promise to try our best to provide as much detail as possible to help you make informed purchasing decisions. In the unfortunate event that you’re not 100% satisfied with your purchase, just reach out to our customer service team within 14 calendar days to arrange a return. 

    Learn more about our return policy & refund

    MY DELIVERY HAS NOT ARRIVED

    We aim to keep our delivery times as short as possible for all customers and communicate directly about any delays. Despite all our efforts, sometimes a delivery can be delayed and, in this case, we will contact you as soon as possible via e-mail.

    If you have waited longer than expected for your order and you have not received an update from us, please e-mail our customer service team directly.

    We keep our promises and work hard to keep delivery times as short as possible and to provide information transparently and directly to our customers.

    Despite all the work, it can sometimes happen that a delivery is delayed. In this case, we will contact you as soon as possible by e-mail.

    If you wait longer than announced for your order and we have not contacted you, please contact us directly by phone or e-mail.

    At any time, you can track status of your order in your customer account. You will also receive updates on the process of manufacturing and delivery of your products via email.

    MY DELIVERY ARRIVED WHEN I WASN'T AT HOME

    Our suppliers will contact you prior to delivery to inform you of the delivery date and/or to arrange an appointment with you. To change your delivery appointment, please contact the supplier directly or our customer service team.

    When delivering mid-size parcels, the carrier will leave a notification with information for re-delivery or how to pick up your package. Small parcels can also be delivered to your neighbours.

    When delivering bulky packages, our supplier attempt delivery on the agreed date in each case. If you are not present at the previously agreed time of delivery, the items will be returned to the supplier's distribution center. A new delivery date is possible can incur additional costs. Please contact us as soon as possible if you have any issues with your delivery date.

    THE LIVE TRACKING INDICATES THAT MY ORDER HAS ALREADY BEEN DELIVERED - BUT I HAVE NOT RECEIVED MY ORDER

    Very rarely there may be communication problems with our suppliers due to IT errors. Please ensure that your delivery has not been delivered to a neighbour.
    You have further questions? Do not hesitate to contact our customer service team at clientservices@nvgallery.com, so we can handle your request competently.


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