Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

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Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

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FAQ SECTIONS

What methods of payment do you accept?

We accept the following payment methods:

  • Visa
  • Mastercard
  • American Express
  • PayPal
  • Apple Pay
  • Google Pay
  • Bancontact (Belgium)
  • Giropay (Germany)
  • iDeal (The Netherlands)
  • SOFORT (Austria, Belgium, Germany)
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Duties and taxes

Our company is based in Finland. Within the European Union, no duties are applied to our products, and the Value Added Tax (VAT) is included in the price.

Generally the majority of non-EU countries do not collect import duties from our products either. However, there is a chance that your country will require you to pay customs duties, VAT or taxes on the purchased items. These then have to be cleared with your local customs authority before the package is delivered to you. For more information, contact your local customs authority. You can quote the International Harmonization Code (HS) for our chess products, which is 950490.

Shipping options

For our shipments, we use the most trusted partner couriers:

  • Posti (The Finnish Post)
  • The EMS (Express Mail Service)
  • DHL Express

The options available vary from country to country, but the standard option is always free.

See our Shipping page for detailed information on the shipping options available to your country.

If your order does not arrive

If your order does not arrive, please contact us immediately so that we can track and trace the whereabouts of your package.

If you receive a damaged product

If you receive a damaged product, we require immediate notification so that we can process a damage claim with our couriers. Damaged items will be replaced by us – or if that is not possible, we will refund your purchase. We may ask you to send photographs of the damaged products, or to ship the damaged products back to us. We will pay the shipping costs.

Always contact us before returning anything.

Which countries do you ship to?

At the moment, we ship to more than 50 countries all over the world including the whole EU and countries in every continent. Whether you live in London, Tokyo, Honolulu, Cape Town or Buenos Aires, we ship to where you are!

Please see our Shipping page for detailed shipping information to your country. Remember, the shipping of our products is always free of charge.

We are constantly opening new markets so check regularly, or contact us, if you live outside the listed countries and are interested in our products.

If you are ordering from a special administrative region or autonomous area (such as Guernsey, UK), please choose from the country list accordingly, because the delivery times and Value Added Tax usually differ from the mother country.

When will my order ship?

Usually we are able to ship your order within 12-48 hours (excluding weekends). In rare cases where this window is longer than 2 working days, we will notify you as soon as possible.

Two old pocket watches

Returns policy

Before returning any products, it is necessary that you contact us at sales@designchess.com.

You are welcome to return your product within 14 days of delivery, in case you change your mind for whatever reason. You are required to return the product in the same condition it arrived in. If you are returning an undamaged product, we cannot compensate the postal expenses. The method of shipping is up to you, but please note that if the package is lost or damaged during return shipping, we cannot take responsibility for the losses. Thus we strongly recommend an insured and trackable shipping method.

Please note that this policy does not apply to tailor-made or customized products that are made according to the wishes of the customer. They cannot be returned unless they are defective. In such case, our policy of returning damaged products applies normally.

Returning a damaged product

If you have received a damaged product, please contact us without delay. We will refund or replace the defective product. We may ask you to send photographs of the damaged items and/or ship them back to us. We will naturally reimburse the postal expenses for returning the damaged product.

It is important that you don’t return anything before contacting us.

Where do the products come from?

Our classical chess piece collection comes from the most famous chess artisan city in the world, Amritsar in Punjab, India.

Our chess boards are manufactured in Italy and Spain.

The origin of each product is always shown on the product page.

I would like to buy a set made from rosewood. Do you have one?

It is within our values not to sell products made from woods that have been export-restricted by CITES or classified by IUCN as endangered. This is why you will not find different types of rosewood, redwood, red sandalwood or wenge in our selection.

Read more about Our Values.

Are the products sold by Design Chess manufactured responsibly?

Yes, the products are manufactured responsibly. Design Chess pays special attention to comply with social and environmental values. This includes not accepting child labour and not using endangered or harmful materials.

Is purchasing secure?

We take security issues very seriously. Our company’s website and email accounts are encrypted to keep all the information – whether sensitive or not – secure.

Our payments are handled by Stripe, Inc., and Paypal, Inc., two technology companies with the highest encrypting standards when compared to other businesses. When you make a payment, no sensitive information (your credit card number, bank account number, etc.) is sent to us, but it is handled solely by these world-class, data-secure companies.

Please note that some countries demand some sensitive information for customs declarations that we have to fill in to be able to ship the products. In these cases we will contact you by email for the required information and will give you instructions on how to make sure you send us the information securely.

For more information on how we keep your information secure, please read our Privacy policy.

Didn’t find the answer to your question?

Feel free to contact us.