Orders
Can I cancel my order?
If you need to cancel your order, please contact us at mail@design-by-us.com or +45 3811 8086. Kindly note that you can only cancel an order before it has been processed and shipped from our warehouse. Therefore, we kindly ask you to contact us as soon as possible if you wish to cancel an order.
Can I change my order?
Should you wish to make changes to your order, simply reach out to us by email or phone. We’ll do our best to assist before the order is processed.
Experiencing issues placing an order?
If you run into any issues while placing your order, don’t hesitate to contact us on mail@design-by-us.com or +45 3811 8086. Our team is ready to help and ensure everything runs smoothly.
Payment
Which payment methods do you accept?
We accept Visa, Mastercard, and MobilePay.
Which currencies can I pay in?
All payments can be made in EUR (€) or DKK (Danish Kroner).
Delivery
How is my order delivered?
All orders are shipped with GLS or UPS. You also have the option to pick up your order directly from our showroom in Copenhagen NV.
What is the delivery time?
Delivery times vary depending on your location.
Orders within Denmark are typically shipped within 1–3 business days, while shipments across Europe are dispatched within approximately 3–7 business days.
If you choose to pick up your order from our showroom, it is usually ready the next business day.
Do you offer free shipping?
We offer free shipping to parcel shops on all orders within Denmark. For EU orders above 1,200 DKK (approx. €160), shipping is also free.
Please note that certain items, including The Vintage Lamp and furniture, are excluded from this offer.
Returns & Claims
Can I return my order?
You have a 14-day return policy from the day you receive your order.
How do I return a product?
To return a product, please follow our return instructions or contact us directly.
We’ll guide you through the process.
Can I return items in your showroom?
Yes, returns can also be handled in our showroom in Copenhagen NV.
My product is defective — what should I do?
If you receive a defective product, please contact us with details and documentation. Depending on the situation, the item will be repaired, replaced, or refunded.
How do I make a claim?
To submit a claim, please send us an email with a description of the issue and, if possible, images of the product. We recommend contacting us as soon as the defect is discovered.
Products
Do you offer spare parts?
We offer a wide range of spare parts. Some are available directly through our webshop.
If you can’t find what you’re looking for, feel free to contact us.
What is the lead time for made-to-order items?
Lead times vary depending on the product category. Lamp Shapes are typically made within 2–4 business days. Skins tables have a production lead time of approximately 1–4 weeks, while Casablanca pieces are made within 4–5 weeks. The B**** series requires a production time of around 6–8 weeks. For the Clown series, lead times generally range from 1–5 weeks, depending on the specific configuration.
How do I install my lamp?
All lamps are delivered with an installation manual included in the packaging. Manuals are also available online via our Image Bank.
Care & Cleaning
To preserve the appearance and quality of your Design By Us lamp, gently clean it using a soft, non-abrasive cloth with warm water, and dry it with a clean, lint-free cloth. Avoid using alcohol, acidic solutions, harsh solvents, or abrasive materials, and never place the lamp in a dishwasher.
When cleaning colored glass, take extra care not to scratch the paint, as this may damage the finish and alter the look of the piece.
Lighting & Bulbs
Is a light source included?
Each order includes one free bulb. Please refer to the product page for specific details.
Please note: Lamps with integrated LED do not include a separate light source.
Which bulb should I use?
Each product includes recommendations for the ideal bulb type. All light sources can be purchased directly from us, making it easy to achieve the right lighting and atmosphere.