Shipping & Delivery Policy

Last updated: 09/12/2025

At ONE HOUSE, we care about making sure your order arrives safely and as predictably as possible. On this page you’ll find all important information about shipping, delivery times, and how the process works.
In addition, our Terms of Service, Refund Policy, and statutory consumer rights apply.

1. Scope

This Shipping & Delivery Policy applies to all orders placed via our online shop at www.onehouse.de.
In addition, and in case of any conflict, our Terms of Service and applicable statutory provisions shall prevail.

2. Delivery Areas

• By default, we deliver within Germany (mainland).

• Deliveries to other EU countries may also be possible if shown as available at checkout.

• The countries displayed as options during checkout are decisive.

If your desired delivery country is not shown, please contact us so we can check possible options together.

3. Shipping Methods

3.1 Delivery of Furniture (sofas, dining tables, benches, etc.)

• Large and bulky furniture items are usually delivered by freight carrier (spedition).

• Unless otherwise stated during the order process, delivery is made to the front of the building / curbside.

• Services such as carrying the items into your home, assembly, mounting or disposal of packaging materials are not automatically included in the contract and are only provided if separately agreed or explicitly offered during checkout.

3.2 Delivery of Accessories, Fabric Samples and Smaller Products

• Smaller products (e.g. cushions, throws, accessories) as well as fabric and wood samples are usually shipped as parcels via common parcel service providers.

• Delivery is made to your front door or the designated delivery point used by the parcel service.

4. Delivery Times

Many of our products are made to order. Delivery times therefore consist of production time plus shipping time. The specific delivery time for your product is always stated on the respective product page and shown again at checkout.

For guidance only:

• Sofas & modular sofa elements
  Typically around 8–10 weeks from order, as each sofa is produced individually according to your configuration.

• Dining tables & benches
  Made to order; typical delivery time is around 6–8 weeks.

• Rugs (Mod collection)
  Produced individually after your order; typical delivery time is around 4–6 weeks.

• Bespoke cushions & other made-to-order textiles
  Also made to order; typical delivery time is usually around 4–6 weeks.

• “Second Story” & in-stock one-off pieces
  Products marked as available for immediate or short-term delivery can often be delivered within approx. 4 weeks.

The above time frames are approximate and for orientation only. The binding delivery time is always what is shown on the product page and in checkout. If delays occur, we will inform you.

5. Shipping Costs

• All product prices in the shop include the statutory German VAT, but do not include any applicable shipping and/or assembly charges.

• The exact shipping costs are shown in your cart and at checkout before you place the order; they may vary depending on the product (e.g. particularly bulky items).

• Additional services such as an extended delivery service, carrying items into the apartment, assembly, or disposal of packaging may be offered at an extra charge, if available.

• For difficult-to-access delivery addresses (e.g. island delivery, restricted access roads), extra fees may apply. We will coordinate these with you individually.

6. Delivery Conditions & Accessibility

To ensure a smooth delivery, we kindly ask you to observe the following:

1. Ensure accessibility

   • You are responsible for ensuring that the goods can be delivered on the agreed delivery day, that access routes are free, and that the product can pass through doors, staircases, elevators, etc.

   • Please check the product dimensions before ordering and compare them with door widths, staircases, elevators and other tight spaces at your delivery address.

2. Keep access routes clear

   • Please make sure that pathways, staircases, and entrance areas are clear so that the freight carrier or parcel service can deliver safely.

3. If you are not available / second delivery

   • If delivery cannot be completed at the agreed time because no one is present or access is not possible, a new delivery appointment may be required.

   • Any additional costs incurred (e.g. for a second freight delivery) may be charged to you.

7. Partial Deliveries & Non-Availability

• If it helps speed up processing and is reasonable for you, we may ship your order in partial deliveries. This will not result in additional shipping costs for you.

• If a product is unexpectedly no longer available due to delayed or failed supply from our own suppliers, we reserve the right to withdraw from the contract. In such a case, we will inform you immediately and refund any payments already made in full.

8. Transfer of Risk & Inspection of Goods

8.1 Consumers

• For orders placed by consumers, the risk of accidental loss or accidental deterioration of the goods passes to you only when the goods are handed over to you or a person authorised by you. This applies irrespective of whether shipment is insured or not.

8.2 Business Customers

• If you are a business customer (entrepreneur) within the meaning of our Terms of Service, the risk in a sales shipment passes to you as soon as the goods are handed over to the freight carrier or forwarding agent.

8.3 Inspection upon Delivery

• Please inspect the goods carefully and promptly upon receipt.

• Obvious damage or defects should be documented with the delivery driver where possible and reported to us in writing within 5 working days after delivery, so that we can resolve the issue quickly.

9. Returns, Right of Withdrawal & Complaints

Please do not return goods to us on your own initiative and without prior coordination.

• In the event of a withdrawal (cancellation) or return, we will coordinate the collection with you and arrange the return transport.

• Detailed information about your statutory right of withdrawal, any exclusions (e.g. for furniture, rugs, and textiles made to your individual specifications), and the consequences of withdrawal can be found in our Refund Policy and the respective withdrawal instructions.

• If you wish to make a complaint (e.g. transport damage, quality issues), please contact our customer service. We will review your case and provide an appropriate solution in accordance with statutory warranty rights and our Terms of Service – for example repair, replacement, or another form of remedy.

10. Contact

If you have any questions about shipping, delivery times or an existing order, you can reach us at:

ONE HOUSE
Pestalozzistrasse 40A
80469 Munich
Germany

Phone: +49 (0) 89 74038505
Email: hello@onehouse.de