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vetsak® Help Center EU

Our most important mission at vetsak® is to provide you with the best buying experience. That's why you'll find the answers to all your questions here. If you can't find the answer, please contact our customer service.

I have configured a Sofa, but I am shown a price of 0 EUR. What is the problem?

I would like to configure a sofa, but the configurator does not work.

Website

Do I have to return the fabric samples?

Can I order more than 8 fabric samples?

I would like to order fabric samples. How long will it take to ship them to my home country?

Do you offer Fabric Samples?

Fabric Samples

I would like to test your product, however, I prefer not to place an order to test it out.

Can I order covers separately?

Are the vetsak® covers washable?

How should I take care of my vetsak® products?

I want to buy a product for outdoor use. Can I leave it outside in winter?

My vetsak product is over 30 days old and has defects. What can I do now that the return period has expired?

Are there fabrics and colours that combine particularly well with each other?

I find it difficult to determine which fabric fits best in my home. Can you guys help me make a decision?

How do I know how many packages I will receive and why don't you ship your products in one package only?

My indoor product is placed by a window and is exposed to more sunlight. Can this cause a problem?

Can I sit with a dark pair of jeans on light fabrics without any problems?

Do you sell protective covers for your outdoor products?

Can I use my outdoor product indoors?

Does vetsak sell B-grade products?

Does the 5 year warranty also apply to exchanges / replacement orders?

Do you offer consultations?

Repair fund for furniture and garden/home improvement products in France

What if liquid seeps through the fabric and also affects the inner parts?

What fabrics have been discontinued?

What about the 30 days trial?

Product - general

What's the secret behind vetsak® beanbags?

Can I adjust the filling volume of my vetsak® bean bag?

How can I repack my vetsak® bean bag?

Can I buy foam for my beanbag separately?

I have received additional filling for my beanbag but the foam flakes are bigger than the ones in my beanbag. Is this an issue?

Product - Beanbag

How can I create my favourite sofa?

How do I set up my sofa?

Can I add new modules to my sofa?

How are the sofa modules connected?

How high is my sofa?

Can I order sofa elements without covers from you?

When I assemble my EPP base, there is a gap between the 2 halves. Is it broken?

I would like to add modules to my existing sofa. How can I get additional feet and connectors?

What's the density of your sofa?

Which parts does your sofa consist of?

Updated sofa unit names

I love my sofa! Can I always extend it with the same fabric?

Product - Sofa

Can I buy covers for my pillow separately?

Which fabric is most suitable for pets?

Can I wash my pillows?

Can your fabrics be ironed?

Do you have any information about the Martindale score of your fabrics?

Product - Accessories

When will my order arrive?

How can I check my delivery status?

I have already placed my order and would like to modify it. Is that still possible?

I did not receive all my packages. What can I do?

My order arrived damaged. What can I do?

I have questions about my vetsak product, which I bought from a reseller. Who is able to help me?

Can I pre-order for a specific date?

I live in Switzerland, UK or Norway and I would like to place an order. Is there anything I should be aware of?

Can I throw away my packaging/boxes?

I am having problems placing an order. Could you assist me?

I have received my delivery but I am not ready to unpack and assemble it yet. What do I need to bear in mind here?

One or more parcels are damaged. What can I do?

I have a company and a VAT number. How do I place my order?

How can I get an invoice for my order?

Until when can a shipping date be postponed?

Order

Does vetsak deliver in parcels like DHL Box?

How long does it take to ship to my home country?

Can I arrange a delivery date with you?

What happens to the pallet on which the Rhenus forwarding company delivered my Sofa?

I have configured a sofa. Where can I see the delivery time?

Do you deliver to Turkey?

My order was shipped with the freight forwarder Rhenus. How can I track my shipment?

Which shipping service provider do you use?

I live in a mountainous region. Can it be delivered here without any problems?

Will my order be carried into my house / apartment?

I am unable to unpack and assemble my sofa now. How can I check if I have received all the parts?

What are your delivery times?

I live in Switzerland / Norway / UK. What are the import / customs fees?

I would like to pay for my order via bank deposit. Will the shipment time be affected?

I would like to request a replacement delivery to a non EU country. Will I have to pay for customs and delivery again?

What's the weight and dimensions of the parcels that I will receive?

How long can the delivery date be postponed?

Why am I being charged for a delivery with Rhenus?

Do you ship to islands?

Delivery

Why am I not seeing the option to book an assembly service?

What is included in the assembly service?

Which delivery partner do you use?

Will I have to dispose of the packaging?

Will you also dispose of my old sofa?

How will a return work since I don't have packaging?

If I return my order, will you also refund the costs of the assembly service?

Can the assembly service also be booked for beanbags?

How can I arrange a delivery date with you?

Will the delivery time change if I book assembly service?

I would like to give feedback on the assembly service. How can I do that?

What if I want to wash my covers at some point? How will I know how to do this since I didn't do the assembly myself?

Does your Premium Delivery have an impact on the lead time?

Premium Delivery with Assembly Service

I would like to buy a Sofa. Is there a possibility to get a discount at vetsak?

Why am I not able to redeem my discount code?

Why am I not able to pay in instalments?

My payment method was declined. How can I pay?

I have a discount code and a gift voucher. How can I add both?

Payment

What are the return policies?

I would like to return my product that I purchased from a retailer. Who can help me with this?

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