FAQ
Frequently Asked Questions
Q: Are the products genuine Westwing Collection?
A: Yes. We are an authorised reseller and every item is an original Westwing Collection product, supplied with the manufacturer's specifications.
Q: Why are the prices lower than at full retail?
A: We sell from central warehousing without showrooms or retail staff. The crossed-out price is the manufacturer's recommended retail price; our price is 25–40% below it.
Q: Do you ship internationally?
A: Yes, we ship across Europe and worldwide.
Q: How long does delivery take?
A: Typically 10–30 business days depending on the destination country. Larger furniture may take longer, as it ships palletised or in several cartons.
Q: What does shipping cost?
A: Europe €35, or €25 from €500 and €15 from €1,500. Rest of the world €50, or €25 from €500 and €15 from €1,500. The exact amount is shown at checkout.
Q: How can I track my order?
A: Tracking information is sent by e-mail once your order has been dispatched.
Q: Can I return an item?
A: Yes. You may request a return within 30 days of receiving your order. This is in addition to the statutory 14-day right of withdrawal that consumers in the EU have by law.
Q: Who pays return shipping costs?
A: Customers are responsible for return shipping costs unless the item is damaged, defective or incorrect.
Q: Is there a warranty?
A: All goods carry the statutory two-year liability for defects. In addition, selected furniture carries a 10-year warranty, which is stated in the specification table of the listing.
Q: Do prices include VAT?
A: Yes, all prices include 19% German VAT. EU business customers with a valid VAT identification number can order VAT-free from €1,000 using the code VAT19FREE at checkout; the VAT ID is verified before dispatch.
Q: Do I have to pay customs duties?
A: Orders delivered outside the European Union may be subject to customs duties and import taxes set by the destination country. These are borne by the customer.
Q: Can I change my shipping address after ordering?
A: Contact us immediately. Address changes may be possible before the order is dispatched.
Q: What should I do if my item arrives damaged?
A: Note the damage on the delivery record, then contact us within 48 hours with photographs of the item and the packaging.
Q: How do I contact customer support?
A: E-mail info@westwingsale.com or call +49 2234 250843, Monday to Saturday 07:00–19:00 CET.
Q: Where is westwingsale located?
A: We are based at Balthasar-Neumann-Straße 1, 76703 Kraichtal, Germany, and serve customers across Europe and worldwide.