FAQ

We’re here to help.

 

About Schneid

What is Schneid?

At Schneid Lighting & Furniture we focus on creating expressive and sustainable products for interior spaces. We believe in sustainability and are dedicated to solid craftsmanship. This is why we support local manufacturers, keeping delivery routes short and work together with people who are practicing their jobs with passion, just as we do.

The name “Schneid” is German, what does it mean?

Having ‚Schneid‘ is the german equivalent to ‚being bold‘, which is what puts the essence of our philosophy in a nutshell. We strive for enduring and elegant products which are mindful and meet the modern Zeitgeist in a courageous way. Using natural raw materials, striking colors and bold shapes we create mood and atmosphere.

Where is Schneid from?

The wide open spaces of our studios are located in the building of a former shipyard in Lübeck, North Germany. This historical neighbourhood also accommodates our workshop, where still some of our products are handmade by us. Our proximity to Scandinavia combined with the industrial charm of our location inspires us to new designs and helps us to bringing them to life.

 

Orders & Payments

How do I place my order?

Your orders can be placed quickly and easily via our website. Just add the products you want to your cart and go to the checkout. After giving us the necessary information we need for your order, you can place your order and look forward to your much-anticipated new design pieces.

How can I pay for my Schneid order?

We currently accept Visa, Mastercard, American Express, Apple Pay and PayPal. Our credit card processing is handled by Stripe.

Is it safe to shop online at schneid.org?

We use the recognised standard for secure transactions, Secure Socket Layer (SSL). This method encrypts your details before the information transfers from your computer to our system. You know when a page is secure because a padlock symbol shows at the bottom of the browser or the address of the web page starts with https.

For your own safety we do not save any payment information. We work with a well-established payment provider called Stripe. All communication is done via a fully secure connection. Payments are made directly through Stripe—certified to PCI Service Provider Level 1, the most stringent level of certification, so we can guarantee that important information stays confidential and private.

For more information, check out Stripe.com

I’m having trouble checking out. What do I do?

Don’t hesitate to chat with us or to pick up the phone and give us a call. We’re available M-F 9am-5pm ET at +49 451 40 833 829.

Where is my order confirmation?

Immediately upon placing an order, you should receive an email confirmation.

If, for whatever reason, you haven’t received an email confirmation, check your spam folder and add info@schneid.org to your safe sender list. If you still can’t find it, please don’t hesitate to reach out to us at info@schneid.org.

 

Service

Can I speak to someone in person?

Of course! We are available to answer your questions every day via telephone or email. When you get in touch you'll be assigned a personal customer service member who will take care of your questions or your order, from the initial enquiry to the final stages.
Regardless of whether you have a question about a product, your order or simply want to say hello. Our customer service is ready via e-mail and the phone and is looking forward to assisting you.

 

Shipping & Delivery

Which countries does Schneid ship to?

We ship worldwide.

How much does Schneid charge for shipping?

It depends on where you live and on the type of product. We offer free shipping for all our products in Germany. For other destinations, please visit Shipping + Handling to find our rates or just add the items to your cart and select your country from the list at checkout to get a shipping price.

How long do I have to wait for my products?

Most orders are shipped within 4-5 business days of purchase from Lübeck, Germany.
Delivery time may vary depending on destination and we do our best to get your order to you quickly as humanly possible. However, we cannot be held responsible for conditions beyond our control such as shipping service interruptions.

Will I be charged additional customs fees or import taxes?

Every country has different regulations on how they handle imported goods. Schneid is not responsible for any import fees or duties on international orders.

Can I get my order faster?

Right now we do not offer expedited international shipping. However, you can get in touch with us for special requests and we will do our best to help.

Can I track my order?

Once your order has been shipped, you will receive an email with a DHL tracking link. Please allow 24hrs for the link to activate. Once the packages leaves our warehouse, the tracking links may not update but the package is still on its way.

 

Returns & Exchanges

What is Schneid's return policy?

We want you to be 100% satisfied with your purchase from Schneid. Once you have received your delivery, please inspect it for quality. We will return, refund or replace any item that arrives damaged. If a product is perfect, but not quite perfect for you, you may return your undamaged and unused Schneid purchase within 14 days. Due to the high quality of the materials and fabrics of Schneid products, the customer is responsible for shipping charges associated with returning a non-damaged item.

For questions on returns of the discontinued customised solutions range, please get in touch with our customer service.

What do I need to do if I want to return a product?

To return or exchange an item please follow the steps below:

Include a copy of the packing slip or confirmation email from your order.
Mail your return to:
 

Schneid Lighting & Furniture
Attn: Returns/Exchanges
Einsiedelstraße 6 | LMG Gelände
23554 Lübeck
Germany

Once your return is received, your new item(s) will be shipped out at no additional cost or we will issue your refund.