Customer service
We love to hear from our customers and our team are always on hand to help.
For all customer service enquiries please complete the form below.
Please message us below for the quickest response to any question or query.
Phone: 01799 513 466
Part of Justwise Group Ltd
Unit 6 The Shires, Shirehill Industrial Estate,
Saffron Walden, Essex CB11 3AP
Aftercare support
If you are an existing customer or have purchased a Koble product from one of our partners and need support, please fill out the form below.
Warranty on our Smart Furniture is 2 Years. Please see our Terms & conditions.
Please note: We cannot issue refunds on behalf of our partners; you must go back to the store you purchased from for these requests.
Terms and conditions
Delivery
KOBLE Designs ( Part of Justwise Group Ltd ) delivers all products to addresses within mainland Great Britain only (not including the Scottish Highlands & Islands). This also excludes Northern Ireland, Isle of Man, Isle of Wight, Scilly Isles, and the Channel Islands. Please be aware that we do not deliver to shipping agents for onward dispatch.
Every effort is made to deliver your goods as quickly and efficiently as possible. We endeavour to deliver within the KOBLE delivery promise advised for your specific product (this may differ for different products within the same order). All our products are supplied subject to stock availability. If at the time of your order, an item is out of stock we will email to inform you as soon as possible so you can decide whether you want to cancel the order, wait for the product to become available, or choose an alternative. We will notify customers if a product has been discontinued, or if delivery will be longer than stated on our website.
Delivery to GB mainland addresses is FREE OF CHARGE.
You will be allowed to provide additional delivery instructions during the checkout process. This is useful if you are unlikely to be at home when the delivery is expected, or if your address is hard to find. Sometimes circumstances outside our control, such as adverse weather conditions, may cause deliveries to arrive later than expected. If you have ordered several products, it is possible that some of the items may be delivered separately and possibly from different warehouse locations. If you have questions regarding your order, please email orders@kobledesigns.com for further information.
In the unlikely event that your goods do not arrive when expected please contact our customer service team via email at CS@kobledesigns.com quoting your order number. This will allow us to track your order and respond quickly with an updated order status.
Damaged goods in transit
Our products are dispatched from one of our UK warehouse locations and we take every step to ensure our products are in an acceptable condition when they arrive with you. Any visible damage to the packaging that has subsequently caused damage to the product must be reported by email to our customer service team at CS@kobledesigns.com within 48 hours of accepting delivery. Please be prepared to provide supporting images and videos to our customer service team. After this 48-hour period, it will be deemed that the goods have arrived in a satisfactory condition.
Faulty product or technical issues
In the unlikely event that you have received your product with the packaging in good condition, however, if there is a fault or technical issue, please follow the instructions on our customer service page to log your complaint. Our customer service team will respond to you within 24 hours of receiving your enquiry (excluding weekends or bank holidays) with a resolution. If your product develops a technical fault within 24 months of receiving it, please contact our customer service team at cs@kobledesigns.com. We will then be able to provide the most suitable solution to resolve your issue ( however please note we cannot offer a full refund or like-for-like replacement outside of this 24-month period ).
Returns of damaged goods
Please ensure that you retain your packaging for the first 30 days from receiving your goods, so we can collect your item in the unlikely event that you experience a fault. Please note our courier partner cannot collect any product that is not securely packaged for return. If a repair is not possible, we will supply a replacement product or arrange a refund. Our courier will be instructed to collect the damaged item from your delivery address and return it to us.
Returns of unwanted goods
All product purchased from the KOBLE Designs Website are eligible for 30-day no-quibble returns. Please note the delivery of the return will be at the customer’s expense. All products returned must be in the original packaging and a re-saleable condition. You will remain responsible for the goods until they are received back by the KOBLE Designs Customer Service team. All goods must be returned and received by KOBLE within the 30-day period of our policy.
If you are returning the goods via your own selected courier provider, we strongly recommend that you use a tracked delivery service to evidence the status of your return. The customer is responsible for ensuring the product is returned to the KOBLE Designs returns address. Alternately KOBLE Designs can arrange collection of the unwanted goods, which will be deducted from the refund, at an agreed price.
The Consumer Contracts Regulations give you the right to cancel any contract for the purchase of goods bought online within 14 calendar days, beginning with the day after the day on which the item is delivered.
Any refund due will be paid by us, using the original payment method, within 14 days of receipt of the returned item.
Outlet Item Packaging and Returns
By purchasing furniture or lighting items from our Koble outlet, you acknowledge and agree to the following terms regarding packaging and potential imperfections.
1. Imperfect packaging: Items purchased from our outlet may arrive in imperfect packaging. This is due to the nature of outlet sales, where items may have been previously sold, returned due to change of mind, and then inspected and re-packed by our customer service team.
2. No Compensation for Packaging Issues: We do not provide compensation for outlet items with packaging defects, as long as the product itself is in full working order.
3. Quality Checks: All outlet items are thoroughly checked and qualified by our quality team before being re-dispatched. While minor defects may be present, these should not be visible unless the item is turned upside down or disassembled.
4. Discounts: Discounts have already been applied to outlet items. Therefore, they will not qualify for further discounts in cases of change of mind or complaints related to packaging issues.
5. Return Policy: If you choose to return an outlet item due to packaging not being in perfect condition, you will be charged a change of mind return fee. This means you will be responsible for the cost of the return shipping.
6. Inspection of Claims: In the event of a claim regarding product defects following a complaint about packaging damage, we reserve the right to have a member of our team or a third party inspect the item. This is to ensure that the product has not been tampered with and to assess eligibility for a return or a claim.
7. Acknowledgment of Condition: By purchasing from the outlet, you acknowledge that the item may be delivered in slightly damaged packaging and that minor cosmetic imperfections may exist that are not immediately visible.
Discount codes
Please note that discount codes will not work for any product item that is in a sale or promotion.
Klarna
Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply.
Warranty
2-year warranty on furniture ( hardware )-1-year warranty on tech and mechanical components: Please note that our 2-year guarantee covers furniture for structural damage (framework), rust, and fade. Please note our tech components such as wireless charging units, speakers, motors, and other electrical components carry a 1-year warranty. The warranty applies to all furniture sold via www.kobledesigns.com only. If you have purchased a Koble product from another approved retail partner, please contact them for details about your warranty.
If any Koble product has been dissembled and moved the product would not be covered under warranty for any damages. Replacement parts or replacement products can only be sent to the original delivery address we have on file.
Koble reserves the right to not apply the warranty in cases where Koble deems inappropriate misuse or in instances where the product has been tampered with by a third party. The guarantee will also not apply in instances deemed to be fair wear and tear (scratches/dents/mild degradation of materials). The warranty is the maximum period covered and any replacement orders provided do not re-start the guarantee period. The guarantee begins from the date of dispatch. For all claims raised over 1 year after receiving the purchase order an investigation into the fault would need to take place and would require a manager to sign off for anything other than spare parts.
If a product or a component is no longer available or in stock, Koble reserves the right to provide the customer with an alternative replacement of similar value or compensation.
Key requirements to validate warranty and raise a claim:
Order number from www.kobledesigns.com (within the warranty period)
Original packaging for the product
Cosmetic issues would need to be raised within 30 days to be accepted for a full refund
Photographic and video evidence of the fault or damage to validate the claim when requested by the customer service team
Confirmation that all spare parts or replacements would be sent to the same address the product was delivered to
Privacy and Cookie Policy
Privacy and Cookie Policy
This notice explains how information about you is collected and used. This website is operated by Justwise Group Limited.
We take your privacy very seriously and we ask that you read this privacy policy carefully as it contains important information on:the personal information we collect about you what we do with your information, and who your information might be shared with.
Who we are
Koble Designs is a brand of Justwise Group Limited.
Justwise Group Limited are a ‘data controller’ for the purposes of the Data Protection Act 1998. This means we are responsible for, and control the processing of, your personal information.What information do we collect?
Personal information provided by you
We collect personal information about you (such as your name, postal address, email address, phone numbers, payment details) in order to provide our products and services.How do we collect information from you?
We collect personal information when corresponding through telephone, letter, email or other means, through ‘Contact us’ on our website, through applying for a product service, when you contact us, send us feedback, complete customer surveys and participate in any competitions. Our website also uses cookies (see “Use of cookies” section below) and collects IP addresses (which means a number that can uniquely identify a specific computer or other device on the internet).
Use of cookies
A cookie is a small text file which is placed onto your computer (or other electronic device such as a mobile telephone or tablet) when you use our website. We use cookies on our website and may also use other similar tracking technologies such as web beacons, action tags, Local Shared Objects (‘Flash cookies’) or single-pixel gifs on our website. We do this to find out things such as the number of visitors to the various parts of the site. We use analysis software to look at IP addresses and cookies to improve your experience as a user of our website. We do not use this information to develop a personal profile of you.
You can set your browser not to accept cookies and the websites below tell you how to remove cookies from your browser. However, some of our website features may not function as a result.For further information on our use of cookies, including a detailed list of your information which we and others may collect through cookies please see our Cookie Policy.
For further information on cookies generallyvisit www.aboutcookies.org or www.allaboutcookies.org.
How will we use the information about you?
We collect information about you for a number of reasons.
identify you and manage any transactionscontact you for reasons related to fulfilling an order you have placed with usdeal with payment for our servicesnotify you of any changes to our website or to our services that may affect youcomply with our legal obligations.
improve our servicespromote current or related new products and/or servicespromote competitions and offers on related products.conduct research and analyse website visitor behaviour patterns.
Who your information might be shared with
We may disclose your personal data to:
service providers under contract with us to support our business operations, including distribution companies, payment portals and our insurers (details of these third parties are available on request).law enforcement or government agencies in connection with any investigation to help prevent or detect unlawful activity;any person or agency if we need to share that information to comply with the law or to enforce any agreement we may have with you or to protect the health and safety of any person;we do not transfer your personal data outside of the EU.How do we ensure the security of your personal data?We have put security systems in place to prevent a breach of security leading to the destruction, loss, alteration, unauthorised disclosure of, or access to, personal data.We limit access to your data to approved employees, contractors and third parties who are subject to confidentiality agreements and have been trained in data protection.We have procedures in place to deal with any suspected security breaches and will keep you informed as legally required.
Our website contains links to websites for payment purposes that are owned and operated by other businesses. These third party sites have their own privacy policies and use their own cookies and we recommend that you review them before you provide them with personal information. They will tell you how your personal information is collected and used whilst you are visiting these other websites.
How long will we keep your data?
We may keep your data for as long as you are a customer of Justwise. Thereafter we may keep your data for up to 7 years to enable us to respond to questions and complaints and to maintain legally required records. We may keep your data for longer than 7 years if we cannot delete it for legal, regulatory or technical reasons.
Your rights in connection with this data
You have the right to request access to personal data, whether we process your data, what data we hold and how we use it.You have the right to request correction of personal data where the information we hold on you is inaccurate.You have the right to request we stop using your personal data purpose if you no longer wish us to process data for its original purpose unless we have a legal reason or legitimate interest for continuing to do so.You have the right to request erasure of personal data unless we have a legal reason or legitimate interest in continuing to hold your personal data.You have the right to withdraw consent our processing of your personal data where you have previously given explicit consent and we have no legal reason or legitimate interest in doing so.
How do you exercise your rights?
Please contact us in writing via
email: sales@kobledesigns.com
Right to Complain
You have the right to make a complaint at any time to the ICO, the UK supervisory body for data protection.
Their contact details are:-
Website https://ico.org.uk/concerns/
Telephone no. 0303 123 1113
Address Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Changes to the Privacy Policy
We regularly review and, where necessary, update our privacy information. If we plan to use personal data for a new purpose, we update our privacy information and communicate the changes to individuals before starting any new processing.
If you have any queries regarding this Privacy Policy please contact us:-email: cs@kobledesigns.com
Address: KOBLE Designs ( Part of Justwise Group Limited ) Unit 6, The Shires, Shirehill Ind Est, Saffron Walden, Essex, CB11 3AP
Website cookie policy
Use of cookies
A cookie is a small text file which is placed onto your computer (or other electronic device) when you access our website. We use cookies on this website and occasionally other online tracking devices such as web beacons, action tags, Local Shared Objects (‘Flash cookies’) and single-pixel gifs on this website to:
keep track of the items stored in your shopping basket and take you through the checkout process;recognise you whenever you visit this website (this speeds up your access to the website as you do not have to log in each time);obtain information about your preferences, online movements and use of the internet;carry out research and statistical analysis to help improve our content, products and services and to help us better understand our visitors and customers’ requirements and interests;target our marketing and advertising campaigns more effectively by providing interest-based advertisements that are personalised to your interests; andmake your online experience more efficient and enjoyable.
keep track of the items stored in your shopping basket and take you through the checkout process;
recognise you whenever you visit this website (this speeds up your access to the website as you do not have to log in each time);
obtain information about your preferences, online movements and use of the internet;
carry out research and statistical analysis to help improve our content, products and services and to help us better understand our visitors and customers’ requirements and interests;
Confirmation that all spare parts or replacements would be sent to the same address the product was delitarget our marketing and advertising campaigns more effectively by providing interest-based advertisements that are personalised to your interests; andvered to
make your online experience more efficient and enjoyable.
The information we obtain from our use of cookies will not usually contain your personal data. Although we may obtain information about your computer [or other electronic device] such as your IP address, your browser and/or other internet log information, this will not usually identify you personally. In certain circumstances we may collect personal information about you—but only where you voluntarily provide it (eg by completing an online form) or where you purchase goods or services from us.
In most cases we will need your consent in order to use cookies on this website. The exception is where the cookie is essential in order for us to provide you with a service you have requested (e.g. to enable you to put items in your shopping basket and use our check-out process).There is a notice on our home page which describes how we use cookies and which also provides a link to our website privacy policy.
Third-party cookies
We work with third party suppliers who may also set cookies on our website, for example Facebook, Twitter, YouTube and Adobe Flashplayer which we use to display video content. These third party suppliers are responsible for the cookies they set on our site. If you want further information please go to the website for the relevant third party. You will find additional information in the table below.
How to turn off cookies
If you do not want to accept cookies, you can change your browser settings so that cookies are not accepted. If you do this, please be aware that you may lose some of the functionality of this website. For further information about cookies and how to disable them please go to the Information Commissioner’s webpage on cookies: https://ico.org.uk/for-the-public/online/cookies/.
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