Help Center

Yes, you can visit our Berlin Flagship Store to experience noo.ma in real life, see the pieces up close, and test the comfort before you buy. The store is located at Weinmeisterstraße 2, 10178 Berlin, and it’s open Monday to Saturday, 11:00–19:00.

If you’d like to return a product and get the same item in a different color or size, we unfortunately can’t send a replacement within the same order as part of the return process. In this case, we recommend choosing the refund method as “store credit” and placing a new order for the product you wish to receive.

Please keep all original packaging and return the items in the same layout as they were packed by our warehouse. This ensures proper protection and significantly reduces the risk of damage caused by products pressing against each other during transport when returned in one parcel. Please also note that we always generate return labels per order, so returns and refunds can be processed correctly in our system.

Yes, you can arrange the return shipment on your own. Contact us through your customer profile, and if the return cost we offer doesn’t work for you, we can provide you the correct return shipping address and guide you through the process. Please note that when you organize the return independently, you are responsible for the parcel during transport, including any loss or damage that may happen on the way to our warehouse.

What should I do if I returned my package recently but haven’t received a refund yet?

Refunds are processed within 14 days from the moment your return is delivered to our warehouse. We first need to receive and carefully inspect the returned items before issuing the refund. The refund is sent back to your original payment method. Please note that return shipping costs are the responsibility of the customer. If you choose store credit instead, you can receive a 100% refund of the product value.

For full details, please see our Refund Policy, and if you’d like us to check the status of your specific return, connect with us using the contact form.

We’re sorry to hear that your package arrived this way, and we hope everything inside was delivered safely and in good condition.

If the damage affects the packaging only and you’d still like to return part of your order, you’re welcome to use any protective packaging you have at hand, as long as it keeps the products safe during transport. Please remember to start the return process through your account first, so the return can be registered correctly and handled as smoothly as possible.

Please note that we’re unfortunately unable to provide replacement packaging for damaged parcels. If you choose to return an item under the right of withdrawal, it is the customer’s responsibility to make sure the product is properly secured for the return journey.

Please check the carrier’s tracking page carefully first to see whether there is a second parcel registered for your order. If you’re sure the delivery was incomplete, please contact us through your customer account so our support team can handle it properly. After we verify the situation with the carrier and our warehouse, we can offer solutions such as shipping the missing product to you.

We’re sorry about that. Please report the issue through your customer account. The form there will guide you exactly which photos we need, so we can process your claim as quickly as possible.

If you receive incomplete parts or something is missing, please report it through your customer account, through placing a claim. Add a short description of what’s missing and, if possible, a photo of what you received, so we can verify it quickly and send the correct parts to you as fast as possible.

If your product arrives damaged, please report it through your customer account after logging in and attach clear photos. This allows us to review the case as quickly as possible, whether the damage happened during transport or is the result of a manufacturing defect. Please include a close-up photo of the damaged area, a photo of the full product, photos of the packaging from both the outside and inside, the shipping label, and the product label with its serial number, which helps us identify the production batch and date. Once you submit the report through your account, it is sent directly to the right team so we can move forward with the next steps as efficiently as possible.

Most products shipped with our standard courier service are delivered directly to your apartment. Larger items, such as sofas, are delivered on a pallet instead. This is clearly indicated on each product page under Shipping & Delivery. Pallet deliveries are made to the entrance of the building, and bringing the item into the apartment is the customer’s responsibility.

Yes, in most cases you can switch the delivery to a parcel shop or pickup point yourself via the carrier’s tracking page. If the carrier doesn’t allow the change or anything goes wrong, please contact us through your customer account and we can step in to help resolve it.

If your parcel is being returned to the sender, don’t worry – please report it through your customer account. Once we verify what happened, we can offer solutions such as reshipping your order, including sending it again with a different carrier if needed.

If tracking shows “delivered” but you didn’t receive the parcel, please start by checking the carrier’s tracking details very carefully, because sometimes the status includes an additional note that the shipment was delivered to a pickup point instead of your address.

It’s also worth checking the proof of delivery in the carrier’s system, as it may include a signature or other confirmation, and asking neighbours or your building reception in case the parcel was handed over to someone nearby.

If you still can’t locate it, please report it to the carrier and contact us via the contact form at the same time, so we can begin our delivery investigation procedure in parallel. For parcels reported as “delivered” but not received, we follow a specific search process and verify multiple factors, including carrier documentation and the official carrier statement, as well as internal shipment movements on our side before the parcel left the warehouse.

We don’t refund transportation costs in cases where the carrier temporarily redirects a delivery to a parcel shop or pickup point. We do monitor these situations and, in principle, the delivery should ultimately be completed to the address you selected in your order. The carrier can also provide updates on the next delivery attempt and the expected handover, so we always recommend checking your tracking link more frequently as you get close to the estimated delivery date and watching for any carrier messages or status notes.

As the seller, we cover all customs-related costs, but in rare cases a customs or documentation issue can appear due to an error in external carrier or customs databases. In that situation, please log in to your customer account and report the issue by choosing the relevant option (for example “missing documentation”), so it’s routed straight to our logistics team; once you submit it, it’s forwarded internally within one business day. If you’re in a situation where paying the fee yourself would significantly speed up the delivery, you can do that as well and then send us the payment confirmation via your customer account, we’ll refund you for the cost.

If your parcel appears to be lost, please note that this status must first be officially confirmed by the carrier. If you contact us via the contact form (ideally with your order number and the latest tracking link), we can follow this up with the carrier on your behalf and request confirmation. Once the carrier confirms the parcel is lost, we’ll be happy to arrange a reshipment for you, and if you prefer, we can also send the replacement with a different carrier.

Once your order has been shipped, we’ll send you a shipping confirmation message that includes a tracking link, so you can follow your parcel’s progress. If you want to check the status anytime, you can also use your customer account to see the carrier and the most up-to-date delivery status.

Delivery time depends on the product and the country you’re ordering to, and the dates you see on the product page are estimated based on our statistical delivery data, so they can occasionally change. Deliveries within Poland usually take around 2–3 working days, while deliveries to other countries typically take around 4–7 working days. The most reliable reference is always the estimated delivery information shown on the specific product page.

Please keep in mind that the delivery dates shown on product pages are estimates based on our statistical shipping data, so they can occasionally change. The quickest next step is to log in to your customer account to check which carrier is handling your shipment and to see the most up-to-date delivery status and tracking details. If contacting the carrier doesn’t resolve the issue, you can also select the exact type of delivery problem directly in your customer account so it’s routed correctly to our team and we can help you as fast as possible.

If your order is delayed, it’s usually because the estimated lead time has shifted due to production or logistics, especially for larger pieces, made to order. Please also note that if your order includes multiple items, a delay of just one product can delay the entire shipment, as we ship all products together once everything is ready. You can check the most recent estimated shipping date in your noo.ma account after logging in.

Once your parcel is actually shipped, you’ll receive a separate shipping confirmation as soon as the shipping label is created with the carrier, and that message will include the tracking details. If you want to see the most up-to-date estimated shipping date before dispatch, you can always find it in your noo.ma customer account after logging in, because it’s pulled directly from our system and reflects the latest estimate.

The lead time is always displayed right under the “Add to cart” button on each product page, and depending on the item it can range from around 1 to 7 weeks. Most products are available in stock and ship quickly, but some larger pieces may require a longer waiting time, up to 7 weeks.

If your order includes multiple items with different lead times, we ship everything together once all products are ready. After logging into your account, you can always check the most recent estimated shipping date for your order, and if anything is unclear or you’d like to ask a question, please reach out via our contact form.

Your order is delivered in boxes designed to keep the products safe during transportation and make carrying easier. Depending on what you order, you may receive your product in just one box, fully assembled, or in several boxes for larger pieces such as beds, sideboards, or sofas. Many items arrive preassembled in main parts, and the final step is simply connecting the elements with smart connectors already built into the components, so the process is quick and typically doesn’t require tools.

You can always check the key details of each product on its product page to understand what you’re buying and what to expect. When your order arrives, you’ll receive a printed product guide that includes a link (via QR code) to the assembly instructions, where you can go step by step through the manual for your specific item.

If a specific colour isn’t available in the product specification, it means we don’t currently produce that item in that finish. You can always suggest a new colour to us using the contact form — we’ll pass your request directly to our design team for consideration in future releases. If you’re planning a larger purchase, we can sometimes offer custom solutions, but this applies to bigger orders (typically somewhere between 10 and 100+ pieces, depending on the product).

If a sofa has a sleeping function, it’s shown directly on the sofa’s product page as a “Sleep function” option with a simple Yes/No selector (usually near the configuration options like “Components setup”). This information is also always stated in the product description and in the product FAQ on the same page.

Of course, we know choosing a finish online can be tricky, so for many products you can order samples to help you decide at home.

The samples are available to purchase directly on the product page, right next to the “Add to cart” button, and you can order as many as you need (boards, wood, metal, or fabric, depending on the product).

Please note that our standard return policy does not apply to samples. If you’d like extra photos, more details, or technical guidance before you decide, we can also provide RAL/NCS colour codes where applicable, just get in touch with us using the contact form.

We usually do not customize our products due to the complexity of our production process. However, selected products can be tailored to your needs, particularly for orders involving larger quantities of the same design. To explore customization options, please send us the details of your request, along with any technical drawings you may have, using our contact form. Please note that custom-made products cannot be returned.

Over 95% of our furniture and accessories are made in Poland, in collaboration with professional, local factories. For select pieces that require specialized techniques, we work with manufacturers in Portugal, Turkey, Ukraine and India. All our partners operate under fair labor standards and provide respectful working conditions.

Don’t worry, even for larger or heavier pieces, the assembly is designed to be straightforward and the manuals are kept as simple as possible. You’ll receive clear assembly guidance together with the product, usually via a QR code that takes you step by step through the process. If you have any doubts at any point, please reach out to us through your customer account or connect with us using the contact form, and we’ll help you through it.

Yes, you’ll find the right care recommendations directly on the product page under “Dimensions & Details” in the “Care guide” section, because they’re specific to the materials and finish of that exact item. You’ll also find this information included with the product, either in the packaging or in the assembly manual (depending on the item).

To receive an invoice, please go to your Customer Panel and download your invoice. The document will be generated after your order has been dispatched.

Unfortunately, due to technical reasons we’re not able to add or correct a VAT number once an order has already been placed. If your order hasn’t been shipped yet, the best solution is to cancel it and place a new order with the VAT number added correctly during checkout.

You can cancel your order as long as it hasn’t been shipped yet. To do so, please contact us via the contact form and include your order number. Once we receive your cancellation request, we will put the shipment on hold within 24 hours, even if our reply comes a bit later, so the warehouse doesn’t dispatch it in the meantime. If the order is successfully cancelled before shipping, we’ll process the cancellation and arrange the refund accordingly.

In many cases, yes, as long as the order hasn’t been shipped yet. If you contact us to change something (for example the delivery address, contact details, or items in the order), we temporarily pause the shipment while we review your request and confirm the changes with you in writing. Please keep in mind that holding the shipment to make edits can affect the planned dispatch timing and may extend the estimated shipping date. To request a change, please reach out via our contact form and include your order number and the exact update you’d like to make.

First, please check your spam/junk folder and any “Promotions” or filtered tabs, as emails can sometimes land there. The order confirmation is sent automatically right after the order is placed, to the exact email address entered at checkout. Once your parcel is shipped, you’ll receive a separate shipping confirmation automatically as soon as the shipping label is created with the carrier. If you still can’t find either message, please reach out to us using the contact form and include your full name and (if possible) your order number, so we can quickly verify the status for you.

To use your store credit, please make sure you’re logged into your account before starting checkout. If you’re not logged in yet, please sign in first. At checkout, you’ll see Store Credit listed as one of the available payment options. Simply select it to apply the credit to your order. If you run into any issues or something doesn’t work as expected, feel free to contact us and send a few screenshots — we’ll be happy to help.

In many cases, yes, as long as your order hasn’t been shipped yet. If the warehouse process is still in progress and the shipment hasn’t been finalized, we can usually add the promo code to your order and adjust the total accordingly. Once the order has already been shipped, unfortunately it’s no longer possible to apply a discount code retroactively. If this happens to you, please contact us as soon as possible using the contact form and include your order number and the promo code you wanted to use.

You can add a promo code in the checkout by entering it in the dedicated “Discount/Promo code” field and confirming it before you place the order. It’s important to use the correct field, because if the code is pasted into a different box (for example, a note or address field), it won’t be applied and the discount won’t be reflected in the total. If you think something didn’t apply correctly, please contact us using the contact form as soon as possible and before your order is shipped, so we can check what happened and help while it’s still possible.

We’re continuously expanding our delivery network, but some locations can’t be selected in checkout yet, which may be why you’re unable to place an order from Madeira. If you tell us which product(s) you’d like, the quantity, your phone number (needed for shipping and the carrier), and your full delivery address, we can check the available options, calculate the individual logistics cost, and, if possible, prepare a manual order for you. Please get in touch with us using the contact form.

The legal warranty is mandatory and applies EU-wide for two years beginning from the date consumers receive the product. For the full Terms & Conditions, please click here.

noo.ma does not cover:

• Modifications, alterations, tampering, or improper maintenance or repairs;
• Prolonged exposure to moisture or direct sunlight;
• Any actions or uses performed outside of those recommended or specified in our Care Guide, on our site, including our FAQs.

At the moment, we don’t offer an assembly service. The good news is that putting our products together is designed to be simple and satisfying. With every product, you’ll receive a QR code linking to animated instructions on your phone, which guide you through the assembly step by step.

Yes, Klarna offers flexible payment methods, including the option to pay in instalments with Pay Over Time. This option may include additional costs and is available only for customers in Germany and Austria.

Unfortunately, we can’t extend Klarna payment deadlines on your behalf. Please reach out to Klarna’s customer service directly to discuss your payment options.

We offer many different payment options, all of which are free to the customer – we will not charge any extra fees for any payment method.

Yes, it’s possible, but in such case the easy payment methods are not available. Please choose „Bank Transfer” while placing an order and transfer the money using details displayed in the checkout or ask our support team using the contact form.

Join our B2B platform for professionals to receive special pricing, additional delivery options, your personal account manager and more! Request an account here or contact our account managers at business@noo.ma.

It’s always great to hear from people who are inspired by the products we create. If you would like more information about who we are and what we value the most, contact our PR & marketing team here: bartek@noo.ma.

You can find and apply for all current vacancies on our careers site, so this is the best place to start.