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vetsak® Help Center EU

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If you ever want to return an order purchased from a retailer, please contact the respective seller. If the seller does not take the product back, we unfortunately do not have the possibility to process the return.

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

Returns + Refunds

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

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

Website

Do you offer Fabric Samples?

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

I live in Switzerland / outside of the EU and I’m not able to order fabric samples.

Do I have to return the fabric samples?

Can I order more than 8 fabric samples?

Fabric Samples

What about the 30 days trial?

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 still have your older fabrics?

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?

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

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

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?

I have a hard time deciding which beanbag will be the best fit for my living room. Can you help me?

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 heavy is my sofa?

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?

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?

How can I cancel my order?

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

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

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

Do you ship worldwide?

Does vetsak deliver in parcels like DHL Box?

What are the shipping costs?

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?

Premium Delivery with Assembly Service

What payment methods do you offer?

I would like to pay by invoice via Klarna, but I get an error message. Why is it not working?

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 order. Do I have to bring all packages to the parcel store myself?

I would like to return my product that I purchased from a retailer. Who can help me with this?Updated 3 years ago