Frequently Asked Questions

As e-commerce design pioneers we not only offer a large selection of products and brands but have many years of experience and particular knowhow at our command. Over 400,000 satisfied customers can attest to that. We ship exclusive products to design enthusiasts in many European countries every day. We are continually working on our performance and offer our services in many different languages to guarantee our customers the best shopping experience.

We promise our customers professional, competent, and individual service. A personal consultation is just as important to us as the quick, easy delivery of our products. This is why we use a state-of-the-art warehouse south of Hanover, which offers space for tens of thousands of designer pieces on around 50,000 square meters. Safety and data privacy are fundamental values at AmbienteDirect. Our online shop is equipped with the most current safety standards to make your shopping experience not just comfortable, but also as safe as possible.

We have not only been selling high-quality design via our online shop since 1998, but also offer competent consultations when needed.
Our skilled colleagues are happy to assist you with your request via telephone, e-mail, or via video chat. Simply call us at +49 89 200 600 0 or send us an e-mail to info@ambientedirect.com – our team is at your service!

Please don’t hesitate to contact us. We are able to acquire all products by brands listed on our website and would be happy to place a special order for you.

In case you’d like to know more about a product than the information provided on our website please fill out our contact form and we will get back to you with the information you were looking for.

Give the present of individual style with a gift voucher from AmbienteDirect. In our shop, you can choose a voucher for 50 Euro, 100 Euro, and 200 Euro. After your online purchase, you’ll receive a classy gift voucher card for the chosen amount by mail. If you’re in a hurry or wish to purchase an individual amount, you can request a voucher code via telephone at +49 89 200 600 0 or e-mail and give a spontaneous gift of design delight.
The gift voucher contains a one-time voucher code, which can be redeemed online at www.ambientedirect.com by entering it during checkout after placing one or more items into the online shopping cart. This way the receiver can fulfil their very own design wish – with no time limitation.

At the very top of the website, click “My account” and then the link “New customer?” to reach our registration page. Here, please fill out all mandatory fields truthfully.
In the “Password” field we recommend for your safety that you use a minimum length of 6 characters, including upper and lower case letters as well as numbers. Please keep your password and stated e-mail address in a safe place, as you will need them for future logins.
After your successful registration, you will receive an e-mail with your login information.

In your customer account under “My profile” you can change your name, e-mail address, and your password. To change your invoice or delivery address, please click the corresponding link. After editing your information, please click “Save” to save your changes.

Should you have no use for your customer account any longer, you can have us deactivate it for you. Please fill out our contact form and we will deactivate your account as quickly as possible.

With our newsletter, we deliver design news, current trends, seasonal specials, and exclusive offers directly to your inbox. Read all about the newest design trends and let them inspire you!
You can subscribe anytime via the “Newsletter subscription” at the very bottom right of our homepage.
If you already have a customer account, you can also register for the newsletter there. You’ll find the respective link on the overview page after logging into your account.

In this case, please use the “unsubscribe” link you’ll find directly in the newsletter. Alternatively, you may also send us a message.

IMPORTANT:
Please do not mark our e-mails as spam in your inbox! If you do so, you will not receive any other e-mails from us either like, for example, order confirmations.

You’ll find our General Terms & Conditions here.

The safe transmission of your customer information is guaranteed through SSL encryption. Your personal information is encrypted and can only be accessed by us. Our entire privacy policy can be viewed here.

The information “in stock” reflects that at least 1 copy of the product is in stock. However, this does not invariably mean that we currently carry the entire quantity which you would like to purchase of this product. Please understand that we can always only stockpile a certain number per product and that higher quantities require us to prompt another order from the manufacturer. In this case, delivery is delayed until the missing quantity has reached our warehouse.

At AmbienteDirect, you get an easy overview of delivery costs during your order checkout. In many countries, we deliver with free shipping on orders over a certain amount. Exact delivery costs are generally calculated during the order process in the online shopping cart. In case you are ordering several different products, the delivery costs displayed in the shopping cart are for the entire order.

The delivery time for each product can be seen on the respective product detail page. If several products with varying delivery times are ordered, they will be compiled into one delivery as long as the delivery time is acceptable. Otherwise, already available products will be sent in advance at our own expense.

Both order numbers are valid and are assigned to your order. First, you receive an order confirmation via our online shop and then a confirmation from our merchandise management system. For questions regarding your order you only need to mention one of the two numbers.

Unfortunately, some e-mail providers filter our confirmation e-mails into the spam folder. Should you be missing an e-mail from us, we recommend you check this folder. Additionally, you can check the current status of your order yourself anytime in your customer account under “My orders”.

Changes to the delivery address, product, delivery option, payment method etc. are possible as long as the order hasn’t yet been shipped. Please call our customer service at +49 89 200 600 0 for help.

As long as the order hasn’t been shipped, you can add the Premium Service without any trouble. Please call our customer service at +49 89 200 600 0 for help.

You can view the current status of your order anytime in your customer account under “My orders”. There, we inform you of the expected delivery date. If the status of your order is “Sent”, you will also see delivery slip number of your goods.
In case you don’t have a customer account, please contact our customer service for questions regarding the delivery status of your order.

Unfortunately, sometimes it happens that a parcel carrier forgets to leave a note when they weren’t able to locate the addressee. If you receive a message from us that your order was delivered, and/or this is confirmed by the parcel tracking, then we recommend you contact your closest post office directly in order to receive your order as quickly as possible. You can check the current status of your order yourself anytime in your customer account under “My orders”.

At AmbienteDirect, you can pay via PayPal, prepayment, credit card, direct debit or payment on account. Further information about this topic can be found here.

For orders up to €500, your credit card will be charged immediately with the total amount. For orders over €500, your credit card will only be charged after your goods have been dispatched.

If despite all our care transport damages have occurred, we recommend to decline the delivery or sign the delivery receipt with the note “under reserve”.
To help us send you an intact copy as quickly as possible, please notify our customer service as well as the carrier of the damage in writing as soon as you can, best within 4 days. We have the possibility of claiming damages from our carriers within 4 days of delivery, so we kindly ask you for your cooperation.

In this case, we ask you to send us digital photos of the damages via e-mail, stating your invoice number. This way, we can file a proper damage report with our insurance company. At the same time, we will arrange for the damaged goods to be picked up so you may quickly receive a replacement.
Of course, the above-stated information in no way limits your statutory warranty claims but simply express our plea for your cooperation in the event of transport damages.

In the event of a return, we will be happy to provide you with the necessary documents for your return. To ensure that your return is processed quickly and smoothly, we would ask you to observe the following points.

1. open our return form here and fill it out and send it to us.

2. if the goods are damaged, please send us digital photos of the damage by e-mail, stating your invoice number.

3. you will then receive an e-mail with your return slip and parcel stamp.

4. please pack the goods carefully for return, preferably in the original packaging, so that the item is returned to us without (further) damage. Please place the return slip in the parcel and stick the shipping label on the box. Please remove the original address label in advance.

5. take the parcel to a nearby branch of the shipping service provider.

Please note that the parcel label is not valid for shipping items For larger returns, please contact our customer service by phone or e-mail. In this case, we will arrange collection for you. The forwarding agent will contact you directly to arrange an appointment. Translated with DeepL.com (free version)

Should you need replacement parts for one of your ordered products, we will be happy to acquire them from the manufacturer for you. To accomplish this, we will need the name of the replacement part. Please contact our customer service with your request. They will enquire the availability and price from the manufacturer and send you all necessary information on how to proceed.

If a wrong item was delivered to you, please send us a short message to info@ambientedirect.com. Please add photos of all labels on the item. Then please pack the item carefully for sending it back, best in its original packaging if possible, so it will reach us without any damage. Place the return slip you will have received from us inside the parcel and paste the dispatch label onto the box. Please remove the original address label beforehand.

In case you are returning an item eligible for freight forwarding, the freight forwarder will contact you to arrange a date and time for pick-up with you.
At the same time, of course, we will arrange for the correct product to be sent to you.

If an item in your order was delivered to you missing parts, please send us a short message using the contact form. We will need the names of the missing parts in order to properly process your issue. These you can find in the assembly instructions that came with the delivery. We will do our best to get the parts to you as quickly as possible.

If an entire product was missing from your order, please check the status of your order in your customer account. It is possible that we split your order into several shipments because of varying delivery times. If the status of your missing item is set to “Sent” or you don’t have a customer account, please send us a quick message.

You can exchange or return the items you have received within the 30-day withdrawal period. Please fill out our return form. You will then receive an e-mail with your return slip and parcel stamp. Alternatively, you can contact our customer service team using the contact form. They will then take care of your request.

Please pack the item carefully for sending it back, best in its original packaging if possible, so it will reach us without any damage. Place the return slip inside the parcel and paste the dispatch label onto the box. Please remove the original address label beforehand.

In case you are returning an item eligible for freight forwarding, the freight forwarder will contact you to arrange a date and time for pick-up with you. You carry the proximate costs for the return, which for such goods are estimated to amount to no more than 75.00 €. Further information about your right of revocation can be found here.

If you received a delivery despite cancellation, please contact us. We will organise a return transport and inform you of all important details.
After we’ve received your message, we will send you a return slip and a dispatch label. Please pack the item carefully for sending it back, best in its original packaging if possible, so it will reach us without any damage. Place the return slip inside the parcel and paste the dispatch label onto the box. Please remove the original address label beforehand.

In case you are returning an item eligible for freight forwarding, the freight forwarder will contact you to arrange a date and time for pick-up with you.

You will receive your refund within 10 business days of your return reaching our warehouse. For this reimbursement, we will use the same payment method you chose during the order process unless we explicitly arranged a different payment method with you. You will not be charged any fees for refunds.

For detailed information about our cancellation policy, please click here.

With the pick@home service, we offer Swiss customers free collection at their desired location. Click here and enter your address details, collection date and parcel details.