How-to - The Invisible Collection - The answers your are looking for

How can I create an account?

Here: https://www.theinvisiblecollection.com/my-account/If you are an interior designer, select "Yes" when asked. Our team will approve your account within 24 hours so you can benefit from trade benefits directly online.

How can I Subscribe / Unsubscribe to the newsletter?

Suscribe here to suscribe to our newsletter. To unsuscribe, click on the link at the very bottom of a newsletter you have received.

How does my Wishlist work?

Everytime you click on the heart icon, the item is added to your Wishlist. Click on the heart again to remove it from the Wishlist. If the price is shown, you can purchase the items of your Wishlist by adding them to your cart and checking out. If the price is not shown, please click on "request a quote". If you wish to talk about your Wishlist, please email us at [email protected]

How can I reset my password?

Please click here: Reset my password

How can I get a discount code?

Please email us at [email protected]

Do you have a trade program?

Yes, please create your trade account here. Our trade representatives will approve the account within 24 hours for you to access trade benefits online. They will also get in touch with you to see how they can help making sourcing effortless for you and your clients.

How can I create a trade account?

Please fill in our trade form here.

What is your trade discount?

Our trade discounts depend on the piece and the designer. Please create your trade account here and our trade representatives will get in touch with you to see how they can help making sourcing effortless for you and your clients.

How can I delete my account?

Please email us at [email protected]

How can I receive the informations you have on me?

Please email us at [email protected]

How will I know how to care for and maintain my pieces?

Care instructions will be sent upon delivery of the piece. If you have any questions or concerns, email us on [email protected] or call us on +33622335309 (WhatsApp works too!)

Once I have placed the order, how long do I have to withdraw?

This depends on the piece. Please email us on [email protected]

What happens if I don't like the item I bought?

Our products are made to order, therefore orders cannot be cancelled and our products cannot be returned or exchanged unless they are damaged or defective.

Once I placed the order, how long do I have to withdraw?

This depends on the piece. Please email us on [email protected]

Can I cancel or change my order before it is shipped?

Changes in orders, returns or cancellations are sometimes possible, please email us on [email protected]

What happens if the item received does not comply with the listing?

If you realise there has been an error in your order, please notify The Invisible Collection via email on [email protected]. You have a legal obligation to take reasonable care of the product whilst it is in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.

Can I return an item?

Our products are made to order, therefore orders cannot be cancelled and our products cannot be returned or exchanged unless they are damaged or defective.

What should I do if a piece is delivered in a damaged condition?

Send us pictures immediately and make sure to mark down details of the damage on the driver's delivery bill.

If we ship your order to a storage facility, please make sure the receiver unpacks and controls it immediately upon reception. All claims for freight damage must be made within 72 hours of reception.

Once received, we will investigate and if the claim is successful, either repair or replace depending on the piece and its condition. You have a legal obligation to take reasonable care of the product whilst it is in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.

If you select your own freight carrier, freight claims must be filed directly with the selected carrier. The Invisible Collection is not responsible for a customer’s own or third party freight damage and claim.

What kind of deliveries are offered?

As a service to our customers, we arrange the shipping of orders via one of our preferred carriers. All charges are proforma and will be included in your order’s final balance. Two options are available: 'White glove service' or 'Curbside service'. "White glove service": our shipping partner will unload, unpack, check and install the piece in the room of your choice. "Curbside service": our shipping partner will unload the product and deliver it in front of your building door. You may also choose to pick up the item at the atelier or in a storage facility of your choice. In that case we must be notified of the specific details of the movement. The fee to move the product from a manufacturer to a terminal for “customer’s own” pick-up will be added to the balance due. The location of the pick-up by the client or the client’s agent may trigger sales tax responsibility at that location.

We ship by road, air and sea depending on the delivery address, your project timeline and budget.

What is curbside delivery?

Our shipping partner will unload your crate or package on the curbside of the delivery address.

What is white glove delivery?

Our shipping partner will pick up, pack, ship your order. They will help you manage customs. Then they will schedule the delivery at the day and time that works best for you. They will unload, unpack, check and install the product in the room of your choice.

Do you offer installation?

We do, this is what we call White Glove Delivery. Please select that option at checkout if installation is required.

Do you ship to the US?

We ship worldwide and very often to the US!

Where do you ship?

We ship worldwide.

If I order several items, will they be delivered at the same time?

They can be! What do you prefer? Tell us on [email protected]

Please note that the pieces might not all be ready at the same time so grouping fees might incur.

Can you deliver purchases into my home?

Yes of course! This is what we call white glove delivery.

Can I arrange a preferred date for delivery?

Yes we can request a preferred delivery date. Please note that no guarantee can be given as many factors can influence an international delivery but we will do our best to accommodate your request.

How can we get an invoice?

We first send you a quote with the chosen pieces’ technical specifications, production lead time, country of origin, prices, quantity, VAT and shipping costs if applicable. Once approved and paid, we will issue an invoice and start production or dispatch the items if they are available in stock. Contact us on [email protected] if you have misplaced your invoice.

Can I group orders to save on the delivery fees?

Yes of course, this is most recommended and the beauty of shopping for multiple items at The Invisible Collection. Email us your selection and delivery address at [email protected] to receive a quote.

Can I use my own carrier?

You may organise your own pick up. Please note that the transfer of responsibility occurs upon pick up and under no circumstances will the seller be able to compensate you in case of breakage during transit, even if we have offered a packaging service. It is therefore strongly recommended to pick up the goods unpacked for your shipper to control them upon collection.

Who will be my prime point of contact?

When you write to us at [email protected], one of our experts will reply to you and follow your order from A to Z. If you would like to speak to someone specific, please feel free to let us know.

Is the delivery time included in the production lead time?

No the delivery time is not included in the production lead time. The delivery time will depend on the chosen method (sea or air) and the delivery address.

Can I change the delivery method once the order has been placed?

Yes you can change the delivery method until the piece is dispatched. Please note that may involve an increase of delivery fees as we always work ahead to secure the best shipping prices.

How can I get a quote for the delivery fees?

Please send us your delivery address by email on [email protected], if you need us to install it and if so, on what floor the piece needs to go.

How much does delivery cost?

Delivery costs depend on your choice of delivery type, on the size and weight of the item, as well as the accessibility of the delivery address.

How can I track the delivery of my item?

Email us at [email protected] or call us on +33622335309 (WhatsApp works too!)

What is The Invisible Collection?

The Invisible Collection is your one stop online shopping platform to buy furniture, rugs, accessories and objects for any destination worldwide. Our team in London, Paris and New-York take care of everything from customisation requests, samples management, production supervision, invoicing and logistics.

Why choose The Invisible Collection?

Buying on The Invisible Collection is the guaranty that you will receive pieces that have been chosen by a team of design and art specialists for their uniqueness and quality, paid at the right price and delivered in perfect condition, on time.

Where can I see your collection?

Most certainly so, tell us what you'd like to see and we will arrange an appointment.

We have a private showroom in London, you can book your appointment here : https://www.theinvisiblecollection.com/contact-us/

What does bespoke mean?

A bespoke order means you can change colours, fabrics, finishes, materials, shapes or dimensions to accommodate your project. All our products are made to order and most of them are customisable so email us at [email protected] or call us on +33622335309 (WhatsApp works too) to discuss options.

Do you offer customisation?

Yes on almost all of our products. If you want to customise a piece or commission a designer, email us at [email protected] or call us on +33622335309 (WhatsApp works too) to discuss options. Our team of design experts will work with you to design the right piece for your home or project.

I want a bespoke order, how should I proceed?

If you want to customise a piece or commission a designer, email us at [email protected] or call us on +33622335309 (WhatsApp works too) to discuss options. Our team of design experts will work with you to design the right piece for your home or project.

Do you do COM fabric?

Of course! You can either give us the fabric reference and we will order it on your behalf or you can send it directly to the atelier. Make sure to have the fabric approved by us before you order it from the manufacturer as some fabrics might not be suitable for specific pieces. Email us your request at [email protected] or call us on +33622335309 (WhatsApp works too).

Is there an extra fee for customization?

Not always! It depends on the piece, the designer and the level of customisation. Email us at [email protected] or call us on +33622335309 (WhatsApp works too) to discuss options. Our team of design experts will work with you to design the right piece for your home or project.

Do you offer in-home consultation?

We love them! Please email us your request at [email protected] or call us on +33622335309 (WhatsApp works too).

How often are new items added to the website?

All the time! New pieces are added on a rolling basis. Sometimes daily. Subscribe to our newsletter to keep up to date!

Do you manage the production?

Each piece is made by the best artisans around the world, we hand pick each craftsman with each designer depending on the skillset needed to achieve the best result for the specific piece. We quality check each piece before it leaves the atelier and work with a network of art shippers to make sure it is delivered as carefully as it has been made. Contact us to visit the ateliers!

How can I know if my piece is authentic?

We know each and every one of the designers and artists on the site and we work with craftsmen directly. On delivery, you will receive a certificate of authenticity for your piece.

How does the order process work?

For any standard order, add your items to the basket, enter your delivery address, pay online (Paypal, credit card or wire transfer). We will start production as soon as payment is received and contact you once the piece is ready to arrange delivery at the convenient date and time. If the piece is in stock, we will arrange pick up within 72 hours of payment.

Before checkout, you will be allowed to add a comment. Do feel free to use this space to write instructions/sidemark for delivery. Click the "Gift", add a note and we will wrap your items accordingly.

If you require customisation, please click on "Request a quote" or send us an email at [email protected] and tell us your requirements. It usually takes us less than 24 hours to respond and up to 7 days if the customisation is more complex. Upon reception of your quote, you can pay online via Paypal, credit card or wire transfer. We will start production as soon as payment is received and contact you once the piece is ready to arrange delivery at the convenient date and time. If the piece is in stock, we will arrange pick up within 72 hours of payment.

How can I get samples?

We know how important it is to see the finishes so please email us your request at [email protected] or call us on +33622335309 (WhatsApp works too).

Is it possible to have a 3D visualization?

We try to accommodate all of your requests so please email us your request at [email protected] or call us on +33622335309 (WhatsApp works too).

What is a request for a quote?

If the price is not shown online or if you need custom dimensions, finishes, etc. then you might want to request a quote. We sill send you the pieces’ specifications, production lead time, country of origin, prices, stock availability if any and shipping costs. Once agreed and paid, we will issue an invoice and start production upon payment, unless the piece is in stock and ready to ship.

How do I sell my collection on The Invisible Collection?

Our sourcing team works all year round to curate wonderful pieces of design across the globe. Please email us your catalogue or images of your pieces to [email protected] and the relevant team members will be in touch. Please bear with us while we look at your presentation, the waiting list can sometimes get long and we can't always answer as fast as we would like to.

When is my order complete?

We start production upon reception of payment. The lead time for the piece (except if it is in stock) is written on the product page. Allow 2 more weeks for delivery.

What is your payment policy?

We require full payment upon order to start production or dispatch any stock items.

Are payments secure?

All purchases on The Invisible Collection are safe.

Under no circumstances does The Invisible Collection store or have access to your bank details.

Similarly, for all payments via Paypal, Paypal ensures the confidentiality of your banking information.

Do you accept payments by credit card?

Our preferred payment method is wire transfer. We also accept all debit and credit card payments via Stripe. You can also choose to pay by PayPal in USD, EUR or GBP.

Which payment methods are accepted?

Our preferred payment method is wire transfer. We also accept all debit and credit card payments via Stripe. You can also choose to pay by PayPal in USD, EUR or GBP.

I am a trade customer from the EU with a valid VAT ID. Can I get a zero VAT invoice?

Yes, unless your country of delivery is the United Kingdom or the same as the country of production. Send us your VAT number on [email protected] or call us on +33622335309 (WhatsApp works too!)

I am a customer from outside the EU. Do I have to pay duties and taxes?

If you are ordering from outside the EU, you should not be paying VAT. Prices shown do not include any duties or taxes. This means that if you are ordering a piece that is manufactured outside of your customs zones, duties and taxes might apply upon arrival in the destination country. If so, the purchaser will be responsible for paying tax and customs duties on the delivered goods, upon entry in the destination country, in accordance with local regulations.

I am a customer in the EU. Do I have to pay duties and taxes?

If you are ordering from within your own customs zone or country, import duties will not be applicable. You may have to pay VAT, which will be included in your order at checkout.

How are your items taxed?

Most of our pieces are standard rated. If your delivery address is in the United Kingdom, you will be charged 20% VAT. If your country of delivery is the same as the country of production, you will be charged standard VAT of the said country. If your country of delivery is within the EU (outside the UK and different from the country of production) you will only be charged if you are not VAT-registered. If you are VAT-registered, please send us your VAT number so we can remove the VAT from your invoice.

For deliveries outside the European Union, you will not be charged VAT (unless your country of delivery is the same as the country of production).

Do note that our pieces do not include customs and duties if applicable. The purchaser will be responsible for paying tax and customs duties on the delivered goods, upon entry in the destination country, in accordance with local regulations.

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