Help & FAQ

Please contact us via our contact form. We will get back to you as soon as possible to find a solution.

You will usually receive your order confirmation within a few minutes after completing your order. Please also check your spam folder.

In individual cases, it may take a little longer. If you have not received confirmation after 24 hours, please contact us via our contact form.

No, there is no minimum order value. You can shop with us at any time, regardless of the order value.

You can view the current status of your order in your customer account at any time under the "Order" tab. After successful dispatch, you can also find your tracking number here.

If you ordered as a guest, please contact us via our contact form.

Yes, you can place an order as a guest without creating a customer account.

You will receive all important information about your order by email.

A cancellation is only possible as long as your order has not been dispatched. To cancel your order, please contact us via our contact form or reply directly to your order confirmation by email.

Once your order has been dispatched, cancellation is no longer possible. In this case, you can return the goods after receipt within our right of withdrawal.

If your order has not yet been dispatched, you can cancel it and then place the correct order. Please contact us as soon as possible via our contact form or reply directly to your order confirmation by email.

If the order has already been dispatched, you can return the item within the framework of our right of withdrawal after receipt and place a new order.

If you notice that your name or address has been entered incorrectly in the order, please contact us as soon as possible via our contact form or reply directly to your order confirmation by email.

Shipping is free of charge for you.

For immediately available goods:

Delivery time parcel / bulky goods: 3 – 5 working days

Delivery time forwarding: 8 – 14 working days

For goods on order, the delivery times are shown directly on the product or in the shopping basket.

We work with our partner DHL for the delivery of parcels and forwarding goods.

Yes, as soon as your order has been dispatched, you will receive a dispatch confirmation by email. This contains one or more tracking numbers with which you can track the current status of your delivery online at any time.

We currently only deliver to Germany and Luxembourg. Delivery to other countries is currently not possible.

Yes, you can add assembly afterwards as long as your order has not been dispatched. Please contact us via our contact form or reply directly to your order confirmation by email.

The cost of assembly depends on the particular piece of furniture:

Yes, we offer the option of taking away and disposing of your old furniture for an individual surcharge. Please contact us via our contact form.

By default, forwarding goods are delivered behind the first front door. If space permits, the forwarding team can bring the furniture to the desired room at no extra charge. This is at the discretion of the forwarding agent on site.

Yes, you have various options for adjusting the delivery date:

Parcels: You can adjust the delivery option directly in the DHL app or via tracking. For example, select your desired delivery day.

Forwarding goods: If your order has not yet been dispatched, we can delay delivery for you. Please contact us in good time via our contact form or reply directly to your order confirmation. Once the forwarding agent has received your order, they will contact you to arrange a suitable delivery date. Please note, however, that the forwarding agent will not store the goods for an extended period.

This depends on the type of delivery.

Parcel delivery: Your parcel will either be left with a neighbour or taken to a DHL branch / parcel shop. It will be kept there for you to collect for up to seven working days.

Forwarding goods: The forwarding company will contact you in advance to arrange a delivery date. If a delivery attempt does not work, another delivery attempt will be made by the forwarding agent.

Yes, you can have your order delivered to a DHL Packstation or collection point if it is a parcel delivery. You can either specify a Packstation or collection point as the delivery address during checkout. Alternatively, you can also select a corresponding delivery option in the DHL app after dispatch.

If your delivery is damaged, incomplete or incorrect, please contact us as soon as possible via our contact form.

To enable us to process your request quickly, please provide your order number and, if possible, attach photos of the damaged goods or packaging. Our customer service will immediately find a solution for you.

Please contact our customer service via our contact form. We will try to help you as soon as possible.

In order for us to process your complaint quickly, we need the following information from you:

- Your order number

- A short description of the problem

- Photos of the affected product

Please send this information via our contact form. Our customer service will contact you as soon as possible.

This depends on the individual case. After reviewing your complaint, our customer service will inform you on how to proceed. Smaller items are usually returned with a return label. Forwarding goods are usually collected by the forwarding company.

Depending on the situation, we offer you either a free exchange of the item or a refund. You are welcome to tell us your preferred solution when you submit the complaint.

You have 30 days to return your products.

Parcel delivery: Go to www.faee-home.de/retoure-paket and follow the instructions to return your parcel. You can create your DHL return label or use the DHL QR code directly. Then simply hand in your parcel at a DHL branch. The return is free of charge for you. For returns of orders outside Germany you have to bear the return costs and send the parcel to: Möbel Ehrmann, Gustav-Hertz-Straße 2, 76829 Landau in der Pfalz.

Forwarding delivery: Please contact our customer service via our contact form with the subject "Return". Our service team will inform you about the next steps.

You can return your order within 30 days of receipt. Please register your return via our returns portal or via our contact form. Please note that the goods should be returned unused and in their original packaging.

No, you will not be charged any return shipping costs, we will cover these costs.

Yes, for parcels you can drop off your parcel at a DHL branch, Packstation or collection point.

If you would like to return forwarding goods, please register the return via our contact form. After your request, our forwarding company will arrange a collection date with you.

Yes, you can also return individual items from your order. You can either register this directly in our returns portal or contact us via our contact form.

As soon as we have received and checked your return, the refund will be made promptly to the original payment method.

The refund will be made exclusively using the same payment method you used for your order. You will receive an email when we have requested your refund.

You can pay with PayPal, Pay Later/Instalments, credit card, SEPA direct debit, Google Pay, Apple Pay and purchase on invoice.

Yes, we offer PayPal instalment purchase for orders from €99 up to a maximum of €10,000. You can select the instalment payment directly during the order process.

Yes, we offer purchase on invoice via our service provider RatePay. Please note that the invoice is not to be transferred to us, but directly to RatePay. You will receive the payment request directly from RatePay by email.

If your payment fails, the order will be automatically cancelled and will not be processed further. If you are unsure whether your order was successful, please contact us via our contact form.

We kindly ask you to place a new order in case of failed payment.

You can easily redeem your promotion code in the shopping basket. Under "Promotion / Voucher" you have the option to add a promotion code to your order. The discount will be displayed in the basket after successful redemption.

You can redeem your voucher in the shopping basket. Under "Promotion / Voucher" you have the option to enter your voucher code and the corresponding PIN.

For multiple promotion codes, please read the promotion terms and conditions. Vouchers can be redeemed independently of this. Please note that a voucher cannot be redeemed in part.

Unfortunately, it is no longer possible to redeem a voucher after completing your order.

You can easily create your customer account via our website. To do so, either go to the navigation and select register, or select in the ordering process that we create an account for you.

If you have problems logging in, please try resetting your password. You can reset your password directly on the login page by clicking on "I forgot my password". If you continue to have difficulties, please contact us via our contact form.

You can change your password easily in your customer account. Go to the "Personal Profile" tab in your customer account and then click on "Change password".

Yes, you can change your email address directly in your customer account. Go to the "Personal Profile" tab in your customer account and then click on "Change email address".

If you would like to delete your customer account and have your stored data deleted, please contact us via our contact form.