FAQ

FAQ

Shopping at Tylko during the Covid-19 pandemic

Have Tylko operations been affected by Covid-19 pandemic?

You can still customise and order your furniture from the safety of your home via our website and the AR app, and we'll deliver it free of charge. However, 5% of our orders are being affected by supply chain issues caused by the pandemic, and therefore there is a small chance that your order will be delayed.

This is the current situation: despite of setbacks caused by local Covid-19 regulations and outbreaks, 95% of orders are now being delivered perfectly on time. The remaining 5% have been affected by supply chain challenges, such as quarantines, extra controls, material delivery delays and other restrictions. We are taking action to improve as we speak, implementing extra safety measures where possible, and optimising productions steps in our factories to helps us get back on track.

Is it safe to order a Tylko product during the COVID-19 pandemic?

Of course! Our business model is based on eliminating as many middlemen as possible.This means your shelf is made to order, and comes directly from our factories where increased safety precautions have been implemented. We don’t have warehouses or shops, which means your furniture comes straight from us, and is delivered safely to you.

Will my Tylko delivery be affected by the COVID-19 pandemic?

As of right now, we haven’t experienced any difficulties with delivering our products to our customers as we continue to offer free shipping across all of Europe. Our delivery companies are taking extra measures to ensure any contamination is avoided by offering no-contact delivery as on option, as well as ramping up their safety measures. However, as our courier companies are also responsible for the health of their employees, at this point we can’t guarantee or predict their operating patterns for the coming weeks.

Is it possible to book an In-Home Assembly Service during the COVID-19 pandemic?

Yes, we are once again offering our In-Home Assembly service to all customers in Germany, Austria, France, Belgium, Switzerland, the Netherlands and Luxembourg. To ensure your safety, our team will arrive with all the necessary personal protective equipment: masks, gloves and sanitiser.

Shopping with Tylko Post-Brexit

How are taxes calculated after Brexit?

The final price (inclusive of all taxes and customs fees) is shown in the configurator as you create your shelf. You'll only ever pay the exact amount you see on your screen.

Will my delivery be affected by Brexit regulations?

Due to custom controls, all UK delivery timings have increased to an average of 6.5 days. You can expect an additional 2-5 days for those packages that are held at customs.

My Tylko packages have been separated and some of them are still being held at the border. What should I do?

Fortunately, we can confirm that only 7% of our UK customers are receiving different parts of their orders at separate times. Delivery times of the packages that are held at customs might increase by an additional 2-5 days. For now, we have no influence over the extended custom checks. To get more information about the status of your packages, we suggest that you get in touch with the courier company directly. Or if you prefer, contact us and we'll forward you any relevant updates as soon as we're informed.

General

Is the Tylko app available for all smartphones and tablets?

As of now, the Tylko app is available for the Apple devices listed below. Haven't got one of these devices? Don't worry: we're working on bringing many of the app's great features to our website.
  • iPhone 6s
  • iPhone 6s Plus
  • iPhone SE
  • iPhone 7
  • iPhone 7 Plus
  • iPhone 8
  • iPhone 8 Plus
  • iPhone X, 12,9"
  • iPad Pro, 12,9"
  • iPad Pro Wi-Fi + Cellular, 9,7"
  • iPad Pro, 9,7"
  • iPad Pro Wi-Fi + Cellular
  • iPad Wi‑Fi (5. Generation)
  • iPad Wi‑Fi + Cellular (5. Generation), 12,9"
  • iPad Pro (2. Generation), 12,9"
  • iPad Pro Wi‑Fi + Cellular (2. Generation), 10,5"
  • iPad Pro und 10,5" iPad Pro Wi‑Fi + Cellular.

Where is Tylko furniture made?

All of our products are manufactured in high-quality factories in Poland that specialise in furniture.

Will you release any new products?

Absolutely! We're working on some exciting new things. Sign up for our newsletter to hear about them before anyone else – just head to Tylko.com and scroll down to the bottom to input your email!

Are you hiring?

All openings are on our jobs page. If you can't see anything relevant to you, then please send us an email and tell us why you'd like to work here. We're always on the lookout for talent!

Products

Do you have any physical stores?

No, we don't. We build our furniture on-demand as each piece is unique. However, if you'd like to see the colours and materials, we offer sample kits that let you experience our great colours and finishes – perfect if you’re having a hard time deciding! You can order three different sample kits at the bottom of this page. We can also provide the RAL/NCS colour codes, too.

How do I assemble Tylko furniture?

It's very easy. Our shelves have discrete connectors built into the edges, so you can click everything together. Just follow the instructions provided in the packaging.

Can the furniture be dismantled after it has been assembled?

Yes, it can. Just perform the assembly instructions backwards. If you need any help along the way, please contact our customer service.

Can I fix my Tylko Shelf to a wall?

Yes, you can. We recommend attaching a shelf to a wall if it is higher than 60 cm and wider than 150 cm, or if it has drawers. We recommend attaching all shelves that are 24 cm in depth. We'll provide you with the right amount of wall brackets, plus a special screw for each bracket that is suitable for any wall type.

Can I order samples?

Yes! We offer sample kits that let you experience our great colours and finishes – perfect if you’re having a hard time deciding! You can order three different sample kits at the bottom of this page. Please note that our 100-day free return policy does not apply to sample sets.

Customization

Which parts of my furniture can I customise?

Many! The Tylko customization process is easy, fast and fun. Just choose a shelf to enter the configurator – here you can customize the dimensions (height/width/depth), row height, whether you want doors and drawers, the colour and the overall style. You can also tailor your dream shelf with the Tylko app.

Can I request something special?

We can't offer anything more than the configurator does. But that's not a bad thing at all: there are thousands of possible combinations, so you'll definitely be able to make something unique that matches your taste and space!

Who designs Tylko furniture?

Each Tylko Shelf has been designed by our in-house team of expert furniture and parametric designers. We're also consulted by world-renowned designer Yves Béhar, who has worked closely with us since the beginning. We occasionally work with guest designers, too.

Orders and Payments

Can I modify my order?

As soon as we receive your order, it's sent directly to the factory where work begins. Because of this it's not possible to make any changes to the design, material or delivery address. In very urgent cases, you can email us and we'll see what we can do, but we can't guarantee anything.

What payment options are available?

We accept MasterCard and Visa, as well as other local payment options, which depend on the country you're in:

Germany: International Bank Transfer, SEPA Direct Debit, Klarna

Austria: Bank Transfer, SEPA Direct Debit, Klarna

France: Credit card (MasterCard, Visa, American Express et Diners Club), Direct Debit, Bank Transfer

United Kingdom: MasterCard, Visa, International Bank Transfer, SEPA

All transactions (except Klarna) are processed securely via our payment provider Adyen.

Can I pay in instalments?

For now, the option to pay in instalments is only available in Germany via Klarna. Klarna's payment plans are simple and secure to set up. If you choose this option, Klarna will get in touch with you once your furniture arrives to outline the payment process. You can get an overview of how it works and the available options here.

For other regions, please contact our customer service to see what payment options are available to you.

How is my payment processed?

All payments (except those through Klarna) are processed securely via our payment provider, Adyen.

Guarantee and Returns

Does Tylko furniture come with a guarantee?

We make every piece of furniture with top-quality materials that stand up to tough daily use. For extra peace of mind, we give you a solid 2-year guarantee. For more details and the conditions, please read our Terms of Service.

Can I return my product?

We’re confident you'll love your Tylko furniture, but we still provide a 100-day free return policy in case you’re not happy – with free return shipping within the EU. This policy is valid for Tylko furniture products only; Tylko sample sets are excluded. To make a return, just contact us. We’ll send you all the boxes you'll need and arrange the pickup. Once your package reaches us, you'll receive a corrected invoice, and after you've accepted it, the refund will be made via bank transfer within 14 days. For more detailed information on Tylko’s return policy, visit our Terms of Service. Please note that the right to return within 100 days is waived when additional shipping fees are required. However, free replacements in the case of production or delivery damage are included. If you believe your Tylko purchase is incomplete or defective, you can easily get it repaired or replaced by contacting us – we'll get back to you within 14 days to let you know if we'll repair or replace it. We’ll send you all the boxes you'll need and arrange the pickup, as well as cover any shipping costs in connection with your issue. For more detailed information, please see our Terms of Service.

What do I do if my furniture arrives damaged?

Contact us to submit a claim. We'll need a picture of the element that is damaged, and also the element number (you'll find this on a sticker on the element itself).

You can also submit a claim if your furniture is different to how you designed it, or if it was defectively assembled – you can do this within 1 year from noticing the defect (but not 2 years after you’ve received your product). We will process you complaint within 14 days and will let you know if we will fix, replace or reassemble your furniture. We cover the costs of all shipments made in connection with your claim.

Shipping and Delivery

How much does shipping cost?

Standard shipping is absolutely free in Europe.

How is Tylko furniture delivered?

Tylko furniture is delivered in flat pack boxes by well-known delivery companies, directly to your door. Based on the delivery address and size of your order, we'll choose the most appropriate courier to make sure your one-of-a-kind piece is cared for correctly.

Is there a self pick-up option?

Unfortunately not. We take care of bringing your furniture directly to your door to minimise the risk of damage in transit, as well as effort on your part.

Which countries do you offer free shipping to?

Shipping is always 100% free to: Austria, Belgium, Bulgaria, Croatia, Czech, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, the Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom.

At present, we are unable to offer shipping to countries not included in the list above.

How long does delivery take?

Shipping time for Tylko shelves is currently up to 6 weeks, but this changes depending on our factory production capacity and stock level. You can view a recalculated estimate next to your order, but please note that this estimate is related to when you're shelf will be shipped, not delivered.

How will I know when my order is on the way?

We'll notify you by email every time the status of your order changes, including when your furniture leaves the factory and when you can expect it to be delivered.

Assembly service

How do I get the assembly service?

If you shop from Germany, Luxembourg, Netherlands, Austria, Belgium, Switzerland or France (except Ile de Corse and other French islands), you can order our at-home assembly service through our website. After adding your shelf to the cart, you'll see an "add assembly" button on the right. Shopping from another country? We’ll see what we can do. Drop us a line for a quick quote. Please note that the free assembly service for the Type03 Wardrobe will be added to your cart automatically.

What does the assembly service include?

Our friendly, trusted team of professionals will take great care of your shelf during transport to your address. On arrival, we’ll assess your space and make sure everything is just right. We’ll then assemble and set up your creation exactly where you want it, take the leftover packaging away with us and leave the place clean. You get it all with flexible scheduling and reliable first-hand delivery.

How much does it cost?

Price is based on the amount of items you have ordered and their type. The total price includes the assembly of all items.

I ordered the at-home assembly service. What happens next?

It’s simple. When your shelf is ready to ship, we'll contact you to schedule the date of delivery and assembly.

What if I want to return a shelf that I purchased with the assembly service?

You can return your shelf for free within 100 days for a full refund. Unfortunately the cost of the assembly service is not refundable.

How long does shipping with assembly service take in France?

The delivery time for an order with an included assembly service is not the same for all French cities.
Normal delivery times apply for Paris and the greater Paris region, as well as Eure and Oise.
Delivery times are one week longer for the regions of Hauts-de-France and the Grand Est; the cities of Lyon, Marseille and Nice; and the departments of Ain, Isere, Rhone, Bouches du Rhone, Alpes Maritimes and Var.
For the rest of France, delivery times are two weeks longer.

Contact Customer Service

+44 113 868 0195

Mon - Fr 8:00 - 24:00 CET

Sa - Sun 10:00 - 24:00 CET

Follow us:

Inspiration, special offers and more

Sign up and get a 75€ gift before it’s gone

I agree to receive valuable content from Tylko in the form of occasional emails. The data controller is Custom Sp.z o.o. Your data will be processed in order to keep you informed about our products and services. The legal basis for the processing is your consent (art. 6(1)(a) of the GDPR).

We are certified by Trusted Shops Buyer Protection & Data Protection

Certified by Trusted Shops

Buyer Protection, Data Protection, Secure Payment

We accept