Return
Ordering, shipping and service
Here you will find all important information regarding your order at Dutch Tufting. From shipping and delivery times to returns, warranty, and our general terms and conditions. Open the topics to quickly find the answer to your question.
Do you have any further questions? Consult our FAQ page below.
All orders are shipped insured with PostNL or DPD. We email you the track & trace on the same day. Delivery in 1-5 working days across Europe. Shipping costs are shown at checkout. Shipping is not free for large fabric rolls.
Not satisfied with the product? We have a hassle-free return system. Email us via info@dutchtufting.com and state that you wish to report an item for return, including the order number. We will provide you with the label and return information within 24 hours.
What could be better than peace of mind? All our items come with a 2-year warranty. On every tufting gun you also get free maintenance in the first year after purchase, fully covered: adjustment, parts and labour. Something broken or damaged? Contact us and we will sort it out properly. Email info@dutchtufting.com if you want to report damage, and please include your order number.
VAT within the Netherlands:
If you live in the Netherlands, the prices shown apply. including VAT. With every order, you will receive an invoice with a VAT specification that you can use for your tax return if you are a business owner. Therefore, you do not need to enter a VAT number in the shopping cart; this is also disabled for Dutch companies.
VAT in other European countries:
Companies established in Europe are not required to pay VAT. The VAT is then reduced to the 0% rate. However, it is important to enter a valid VAT ID number in the shopping cart to deduct the VAT amount.
Customs:
Because Europe allows free trade, you will never receive an extra bill when our items are delivered. If this is nevertheless the case, please contact us.
Look at General Terms and Conditions or Privacy Policy
Frequently asked questions
Questions about returns
Not satisfied? This is how to send your order back for free.
Can I return my order?
Yes. You have a 14-day cooling-off period after receiving your order. Within that period you can return your product, and it's free. That gives you time to see whether your tufting gun, your frame or your wool colour really suits you. How to register a return is explained below.
Do returns cost anything?
No, returns are free. As soon as your return is registered, you get the return label and instructions for sending your order back. If you order again, the same applies: shipping is free from €100. Read more about shipping under shipping.
How do I register a return?
Send an email to info@dutchtufting.com. Say that you want to return an item and include your order number. Within 24 hours you'll receive the return label and return information from us. Prefer a form? You can also use the contact page.
When will I get my money back?
As soon as we have received and checked your return, we refund the purchase amount within a few working days. The refund goes to the payment method you originally used, so you don't need to arrange anything extra. Have a question about your refund? Get in touch via the contact page.
My product is faulty. Do I need to return it?
Not straight away. First get in touch with us and, if possible, send a photo or video of the problem along with your order number. Then we'll find a solution or replacement together. Tufting guns and other electrical products come with a 2-year warranty, with free maintenance in the first year. Read more under general information.
Contact our customer service
Do you have a question about your order, our products, or the use of a tufting gun? Our team is happy to help. Feel free to contact us, and we will do our best to answer your question as soon as possible.