Help & Customer Service
Everything you need to know before and after your order: delivery, tracking, returns, warranties, and answers to your questions. A question? Our team in Lyon is here to help Monday to Friday, 9 am–6 pm.
Delivery & timelines
- Shipping: your order departs within 24 hours (often within half a day).
- Delivery: 7 to 15 business days after shipping, depending on the product and destination.
- Fees: free delivery on orders over €50.
- Tracking: a tracking link is sent to you by email once shipped.
Track my order
Track your package in real-time as soon as you receive your shipping email. Track my package →
A problem? Email us at support@designix.fr with your order number.
Returns & refunds
- 14 days after receipt to change your mind, free return (label provided).
- Item must be unused, in its original packaging.
- Refund within 15 business days after receipt of the return, or 110% store credit.
Warranties & payment
- Each piece is checked before shipping.
- 100% secure payment: Credit card, Apple Pay, PayPal, and 3 interest-free installments with Klarna.
- A team in Lyon, reachable before and after your purchase.
Frequently asked questions
How much does delivery cost?
Delivery is free on orders over €50.
What are the delivery times?
Your order is shipped within 24 hours (often within half a day), then delivered in 7 to 15 business days depending on the product and destination.
How can I track my order?
Once your order has shipped, you will receive a confirmation email containing a tracking link. You can follow its progress until delivery.
What happens if I am away when the carrier arrives?
Depending on the carrier, your package is usually left at a nearby pickup point, left with a neighbor (unless otherwise instructed), or re-delivered the next day. The carrier will leave a note with the information.
What if my order does not arrive within the timeframe?
If your order exceeds the estimated delivery times, contact us: we will investigate the situation and offer you an appropriate solution.
What delivery options are available?
Home or workplace delivery, pickup point near you, or secure delivery. You choose your option at checkout.
How do I use a discount coupon?
The coupon is applied at the checkout stage, in the "discount code" box.
Which payment methods do you accept?
Credit card, debit card, American Express, Apple Pay, and PayPal. You choose the option that suits you at checkout.
Are payments secure?
Yes. Our site uses advanced security protocols to protect your payment information and ensure a secure transaction.
Do you offer payment in installments?
Yes, 3 interest-free installments are available through our partner Klarna.
Can I get an invoice for my order?
Yes, you will receive an electronic invoice by email once the order is confirmed and paid.
Can I cancel or change my order after placing it?
Contact us as soon as possible: we will do our best to fulfill your request depending on the status of the order.
What should I do if I receive a damaged or defective item?
Contact us immediately with photos of the item. We will take the necessary steps: replacement, refund, or another appropriate solution.
Do you offer free returns?
Yes, returns are free. We will send you a return label. Make sure the item is in perfect condition with its packaging intact.
How do I exchange an item?
Place a new order and return the old product to us. Upon receipt and verification of the return, you will be refunded within 15 business days. Contact customer service for more information.
How long does it take to get a refund?
Please allow up to 15 business days for a refund to appear in your account, starting from the receipt and verification of the package at our warehouse.
An item is out of stock, what should I do?
Our items are in high demand. New stock arrives regularly: sign up for our newsletter to be informed about restocks and new arrivals.
Do I need an account to order?
No, you can order without an account. But with an account, you earn loyalty points and unlock benefits.
What are the benefits of the newsletter?
You will receive information on new collections, exclusive promotions, subscriber-only offers, as well as decor tips and inspiration.
Is my personal information secure?
Yes. Your information is treated confidentially and securely, in accordance with data protection regulations.
What is the loyalty program?
It rewards our regular customers: you accumulate points with every purchase, which can be exchanged for discounts, exclusive gifts, or other benefits.
How do I earn and use my loyalty points?
You earn points with every purchase (and by sharing on social media). Once you have accumulated enough points, exchange them for a discount at checkout.
What is the affiliate program?
Recommend Designix and earn a 10% commission on every sale generated by your unique affiliate link.
How do I become an affiliate?
Sign up for the affiliate program via our form. You will then receive a unique link to share with your audience.
How can I contact you?
Via our contact form or by email at Support@designix.fr. Our customer service is available Monday to Friday from 9 am to 6 pm.
A question, or a decorating idea in mind?
Our team and our showroom in Lyon, France, are here to help you.
