Customer Help
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Common purchase queries answered
Design, Order and Production
Design it:
Once you find the furniture model you want, you start to configure it to match your needs and style.
In the showroom our sales representative assists you in designing your furniture.
On the website you simply follow the steps to design your piece from choosing the wood (or stone if applicable), configuring the size and details, and finally choosing its color.
Put order:
Once you place an order online or in store, you pay for the order in advance in full or a 50% deposit (only in store). This immediately places your order in our schedule so you can receive your furniture faster, and it allows a “10-days period” for any changes. This allows you to change or even cancel any part of your order within that “10-days period” and we’ll give you a full refund. After the 10-days period the order can’t be changed or refunded. Read more under Terms and Conditions.
Delivery time:
All our furniture is made to order from scratch with a standard delivery time of about 7-10 weeks from the time of order. If the delivery time should deviate from the standard delivery time, you will be informed at time of order or as soon as possible.
Shipping and assembly
Your custom-made furniture comes mainly assembled, apart from the legs that need to be assembled in your place. For example, when you order a chest of drawers, you receive the complete drawer and a set of your chosen legs/base to assemble under your furniture. Or when you order a table, the legs need to be screwed to the top in place.
We exclusively use solid hardwoods such as White Oak, Beech, Walnut, Cherry wood, etc. However, our focus in this web shop is specifically European White Oak, and Beech for everything we make – and that’s really what you want in furniture. The mainstream big players in furniture industry are notorious for gluing a very thin (less than 1 mm) piece of hardwood to a very cheap and lightweight type of engineered wood board like MDF or Chipboard. Not the case here. If you order a table in Oak, it will be Oak through and through, which means it is heavy, sturdy, and durable enough to take on the tests of time, kids, applesauce, dinner parties, and homework.
We carefully hand select every board for each piece of furniture you design, ensuring the final piece has perfect charm and personality reflecting nature itself.
After a vigorous sanding process, we thoroughly clean the surface by applying “Raw Wood Cleaner” to make sure no dust remains. Then we treat the furniture with the finishing oil by hand with a cloth. We use a natural, plant-based hard-wax oil wood finish that is suitable for interior furniture. It is based on a unique molecular bonding technology, and is 0% VOC. It provides a matte-finish that keeps the wood’s natural look and feel.
Solid hardwood and natural stone are beautiful, strong, and durable. Each piece of furniture made from natural material is as individual as a fingerprint, even if they share a similar design.
The natural characteristics of solid wood such as knots, mineral deposits, and unique grain patterns add personality and charm to every piece of furniture. The same goes for natural stones having unique grain structure, veins, and colour-variation from piece to piece.
Your custom-made furniture is intended for indoor use only.
Protect the furniture from sharp, cold, and hot objects, strong solvents, and moisture.
Protect the furniture from rapid fluctuations in temperature and humidity.
Use coasters and tablecloths or placemats to protect the surface.
Use a damp rag with clean water for the regular cleaning of your oiled furniture.
Use Rubio Monooat (RMC) Soap or Surface Care Spray to remove dirt and grease.
We recommend Rubio Monocoat (RMC) Universal Maintenance Oil as well as Rubio Monocoat (RMC) Refresh Eco for your oiled furniture. You can use RMC Refresh Eco on the surface regularly (not more than once a week) to maintain its luster and resistance to dirt and liquids.
For more details, please find our Care Guide.
Drop by and visit our main showroom in the heart of Stockholm city, Vasastan; You can even book a free Design Consultation in the showroom or via telephone meeting.
A walk through our showroom allows you to see and touch a wide variety of displayed models, design options, and finish.
We produce our furniture from scratch to provide you with a large variety of options and great quality takes some time.
All our furniture range is designed and produced in our workshops in Sweden and Europe. This results in shorter transport times in all Europe.
The production process usually takes 7-10 weeks to finalize your piece of furniture; add 1-2 weeks for shipping company to deliver it in Sweden.
Please note that international shipping could take longer due to more administration and the physical distance from our facilities. However, we are always striving to deliver as fast as possible, taking the given circumstances above into consideration.
Due to the high demand in the wood industry, lead times are changing. Get your order started today to secure your place in line sooner rather than later!
It is very simple; all you need to do is to provide a valid email address.
Start by navigating to “Customer Help” tab.
Step 1: My Account; Step 2: Email Verification; Step 3: Login.
Next steps are optional and help you keep your contact information updated.
Step 4 (optional): You can register your billing and shipping info under “Addresses”
Step 5 (optional): You can update your email address and password under “Account details”.
Please note that if you have an ongoing order, you need to inform us about any changes in contact and delivery info by email as soon as possible.
Once an order has been placed on our website, you will receive an order confirmation email with details of your order. If you do not receive an order confirmation within an hour of your purchase with us, please reach out to our customer care team at info@tonorex.se so that we can ensure we have an accurate email address.
We accept all major credit cards including American Express, Visa, and Mastercard. We accept PayPal, Swish and Amazon Pay. We also offer installment payments through Klarna.
We are very excited to partner with Klarna in Sweden to offer our customers payment plan options. During your checkout process you will have the option to use Klarna depending on your cart total. We activate your invoice payment after the “10-days period” from order date.
Contact Klarna for more details https://www.klarna.com
For other markets we do not have this option yet.
If you need more help
Shipping, Returns and Warranty
We do not accept cancellation or return of custom orders as all our models get customized to specific customer requirements and cannot be resold.
We offer a cooling-off period of 10 days from the time of purchase, during this period if you regret (or change your order), the full purchase price (if you regret it), or the difference (in case you change to a cheaper design), will be refunded via the same payment channel as you had paid for your purchase.
In the same way, if you pay via Klarna, your invoice/part payment is activated 10 calendar days after the date of purchase.
This is because after 10 days, the production process for your order switches to being custom-made according to your choices and then the process can no longer be stopped.
Since all Tonorex Designs products are custom-made goods, there is no possibility of change or refund after 10 calendar days from the date of order.
If you do need to modify or cancel an order you just have 10 days after your order date. Any changes to the orders must be informed in written by sending an email to info@tonoex.se. You need to make sure that you get a confirmation of change/cancelation from our customer service under the 10-days period after your order date.
After that, your order goes into production phase and can’t be stopped. We do not accept cancellation of orders as our products are all made-to-order and customized to specific customer requirements and cannot be resold.
Most likely yes! We ship almost everywhere in the world.
If you have an ongoing order, you can update the delivery address before it is picked up by the delivery company. Please contact us by email (info@tonorex.se) to update your address. Please include your full name, order number, and the correct shipping address in your email.
We will do our best to change the shipping address before it ships.
For more information please read Terms and Conditions.
You will receive a shipping confirmation email with carrier details and tracking (if available for your shipping method) once your order has shipped.
You can also use your order number and email address to track your shipment here: Order Lookup.
We ship your furniture as soon as it is ready and try to deliver all items you have ordered at the same time. Even items from multiple orders can be combined and delivered at the same.
However, items carrying a similar lead time may still ship separately if they production time varies considerably.
A shipping confirmation email will be sent for each shipment of your order.
Obvious errors (e.g., wrong size, color, model) must be reported to us via email within 14 days of receipt of delivery by email info@tonorex.se. We need your order reference number and a digital photo of the items you have received. You have to make sure to get a confirmation from us that your report about wrong product is received by our customer service within 14 days from delivery date.
You can also use our claims form and attach the required files there.
If you may need help about how to email or fill out the claims form you’re welcome to contact us by telephone or via chat.
Once we get the order info and the photos, we will do our best to resolve the problem as soon as possible.
Please make sure to note visible damages to the carrier at the time of delivery and reach out to our team right away by emailing us here within 3 days of delivery date. We’ll resolve your issue as soon as possible!
You always need to check the package upon arrival in the presence of the transporter. According to transport companies’ rules (e.g., NSAB 2000/2015), visible damage must be reported to the carrier immediately at the time of delivery.
It is also very important to unpack and control your products right away (within 3 days) for non-apparent shipment damage.
In addition to immediate notification of shipping damage to the carrier, shipping damage (even non-apparent transport damage or (partial) loss) must always be reported in writing to info@tonorex.se within 3 days of delivery. The email must include the order reference, clear digital images of the shipping damage to the furniture, the outer packaging, as well as a picture of the product (as a whole) with the damage visible. This is required to verify the shipping damage and claim it to the transport company within their valid complaint period.
For more information please read Terms and Conditions.
Each of our products come with 5 years guarantee. This guarantee covers the structural integrity of your furniture and all its components, as well as covering against faults or defects from manufacturing. Under this guarantee, we will support you by providing repair service, supplying you with a new replacement part, partial refund, or a new piece, depending on the nature of the claim.
The warranty covers manufacturing defects on all Tonorex Design products and applies in accordance with the conditions stated in the warranty conditions.
Read more about our Warranty Policy.
Our number one priority is to help you design your unique piece of furniture and be there for you on the way from order to delivery and maintenance of your custom-made furniture.
You are welcome to book your free Design Consultation in the showroom or via telephone meeting.
Our support team is at your service by e-mail: info@tonorex.se.
You can also give us a call at +46-83-272-83 or Chat with us.
Can’t find what you’re looking for? Simply write to info@tonorex.se and we will get back to you shortly.
