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vetsak® Help Center EU

<span style="font-size: 14px; font-family: Arial; color: rgb(0, 0, 0); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The shipping service we use depends on the destination country and the number of parcels. Enclosed you will find a corresponding overview:&#xA0; <span style="font-size: 14px; font-family: Arial; color: rgb(0, 0, 0); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The order consists of more than 26 parcels: Rhenus <span style="font-size: 14px; font-family: Arial; color: rgb(0, 0, 0); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"><span id="isPasted" style="font-style: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; text-size-adjust: auto; -webkit-text-stroke-width: 0px; text-decoration: none; box-sizing: border-box; -webkit-font-smoothing: antialiased; font-family: Arial; color: rgb(0, 0, 0); font-variant-ligatures: normal; font-variant-east-asian: normal; font-variant-position: normal; vertical-align: baseline; white-space: pre-wrap;">Rhenus works with subcontractors. Therefore, it may be that not your order will not be delivered by Rhenus itself, but one of the&#xA0;<span style="font-style: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; text-size-adjust: auto; -webkit-text-stroke-width: 0px; text-decoration: none; box-sizing: border-box; -webkit-font-smoothing: antialiased; font-family: Arial; color: rgb(0, 0, 0); font-variant-ligatures: normal; font-variant-east-asian: normal; font-variant-position: normal; vertical-align: baseline; white-space: pre-wrap;">subcontractors.&#xA0; <span style="font-size: 14px; font-family: Arial; color: rgb(0, 0, 0); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The order consists of less than 26 parcels:&#xA0; Germany, Denmark, Croatia, Finland, Greece, Poland, Romania, Sweden, Slovakia, Slovenia -&gt; DPDFrance, Spain, Belgium, Netherlands, Luxembourg, Italy, Portugal, Czech Republic, Bulgaria, Estonia, Hungary, Lithuania, Latvia, Ireland -&gt; DHL<span style="font-size: 14px; font-family: Arial; color: rgb(0, 0, 0); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The order value is above 1000 EUR - delivery country Switzerland, UK, Norway -&gt; Rhenus<span style="font-size: 14px; font-family: Arial; color: rgb(0, 0, 0); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The order value is below 1000 EUR&#xA0;- delivery country Switzerland, UK, Norway -&gt; DPD <span style="font-size: 14px; font-family: Arial; color: rgb(0, 0, 0); background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Please note that DHL only delivers the shipment to the destination country where it is handed over to a local shipping service provider.<span style="font-size:11pt;font-family:Arial;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">

The shipping service we use depends on the destination country and the number of parcels. Enclosed you will find a corresponding overview:. The order consists of more than 26 parcels: RhenusRhenus works with subcontractors. Therefore, it may be that

Which shipping service provider do you use?

Delivery

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?

Fabric Samples

When will my favorite product be available again?

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 so 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?

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 such 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?

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 in a store. 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?

Do you offer an installation service?

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?

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?

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?

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 want to return my order, but I threw away the boxes. What can I do?

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

Which shipping service provider do you use?Updated 13 days ago