Order

When will my order arrive?

We are sure that you are eagerly waiting for our unique vetsak® comfort. You can check the delivery time on your order confirmation.

How can I check my delivery status?

You will receive your shipping confirmation and tracking codes by email as soon as we ship your order so that you can easily track your shipment.

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

We transfer the details of your order to our warehouse soon after the order is placed to make sure that you receive your product as soon as possible. Therefore, if the order status is already advanced, it is unfortunately not possible for us to make

How can I cancel my order?

We hope that you won´t have any reason to cancel your order. If you do, our Customer Happiness Team will be happy to help you.

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

Our sofas and beanbags are always shipped in multiple packages. Therefore it can happen that not all packages are delivered at the same time. If you have not received all packages, we ask you to be patient for a few days.

What if the shipping status says that everything has been delivered, but one or more items are missing?

In that case we ask you to contact our Customer Happiness Team. We will be happy to check this for you and make sure you receive all the parts as soon as possible.

My order arrived damaged. What can I do?

We are sorry that your order is damaged. Please contact our Customer Happiness Team. We will make sure to replace the damaged part as soon as possible.

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

Please be advised that in this case the purchase contract was concluded with the seller. Since we are not authorised to provide any information about your order, payment or delivery time for reasons of data protection, we are not able to look up that

Can I pre-order for a specific date?

You can't use your desired vetsak product yet, because renovations still have to be completed or you have a trip planned?. No problem at all, we have a solution for that. During the checkout you see a field that says "please do not ship before the fo

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

We are happy to ship your favourite vetsak product to your home country, even if it´s not in the EU. Our prices are exclusive of VAT. Please be aware that delivery to any European country outside the EU can take between 10 - 20 days, in few cases eve

Can I throw away my packaging/boxes?

Please note that we cannot provide you with packaging/boxes in the event of a return. We therefore recommend that you do not dispose of the boxes until you are sure you want to keep your order.

Do you offer an installation service?

We do not currently offer an assembly service. However, our Sofa is easy to assemble. Here you can find a video with instructions.

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

We will be happy to help you if you are experiencing any problems in the ordering process. In such a case, please always send us a screenshot by e-mail and try to describe the problem as precisely as possible i.e. Do you see an error message / a whit

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?

Please note that our 30-day return policy applies from the date of delivery of the order. We therefore ask you to check the goods for missing components and errors as soon as possible, otherwise we will not be able to send you a replacement delivery

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

If a parcel is damaged upon delivery, we recommend to refuse delivery of that parcel. In this case the damaged parcel is being returned to us. If the order has already been delivered, please send a picture of that damaged parcel to [email protected]

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

Our Customer Happiness Team will be happy to manually create an order without VAT for you. Please send us an email and provide the following data:. * your full name. * your delivery address. * your company's VAT-ID-Number. * the exact items you would

Why am I being charged for a delivery with Rhenus?

When we deliver with Rhenus, you might be charged in the follwoing cases: 1. You live in a mountainous region2. You agreed on a delivery date with Rhenus but you weren’t present at the time of delivery. 3. You are not able to accept the delivery of y

How can I get an invoice for my order?

Once we ship your order we will automatically email your invoice to you. If you can't find it any more, feel free to reach out to our Customer Happiness Team at [email protected]. If you need an invoice before making a payment, we can provide you wi