Returns

It can happen that your order from Volero isn’t what you wanted. Annoying! At Volero you have the option to return your order to us without giving a reason. You can send your order back by parcel post within 30 days of receipt, or return it in our showroom.

On this page

Returns

Return conditions

Return costs

Return large rugs

Returning in our showroom

Return online

Register your return and receive a return label.

  1. Register your return via our return portal and choose the return method you want.
  2. Depending on the return method you choose, you’ll receive a return label or a pickup confirmation by email.
  3. Make sure the product is fully packed and stick the shipping label on the parcel.
  4. Depending on the size you can drop your parcel off or it will be collected. Keep your proof of shipment.
  5. After we receive your return we aim to process the refund within 2–3 weeks.
Register my return

Free returns in our showroom

At Volero you also have the option to hand in your return free of charge at one of our showrooms.

  1. Make sure your return is fully packed.
  2. Hand your parcel in with your order number to one of our colleagues in the showroom.
  3. You’ll receive a confirmation from us by email when we start processing your return.
  4. After we receive your return we aim to process the refund within 2–3 weeks.
View our showrooms

Returns

How returning an order to Volero works, from the return window to your refund.

Yes! You’re free to inspect the product at home, just as you would in a shop. We recommend thoroughly vacuuming the floor before laying down the rug to prevent it from getting dirty. If the product still isn’t quite what you expected, you’re welcome to return it. You can find all return conditions in our return policy.

You have 30 days from the date of receipt to register your return. Once your return is registered, you have a further 14 days to send the item back to us. We recommend returning your order as soon as possible to help speed up the process. You can find the full return conditions in our return policy.

Please make sure the product packaging is undamaged and that the product itself is packed securely.

We cannot accept a return if the product is dirty or damaged, so you are responsible for sending it back in good condition.

You receive one return label per order.

If your order arrived in several parcels, we will send you a return label for each parcel.

It is how we keep our prices low. If we covered the return shipping costs ourselves, we would have to build them into our selling prices, and we would rather not do that.

As soon as we have received and approved your returned item, we will process your refund as quickly as possible, and no later than 14 days after receipt. You will receive the purchase amount minus the return shipping costs. If you return all items in your order, we will also refund the original delivery (shipping) costs.

You can also return your parcel free of charge at one of our showrooms.

Please have your order number to hand so we can process your return quickly.

No problem! We understand that the original packaging may have been damaged. We kindly ask that you securely repackage the product to prevent any damage during transport. You’re welcome to use cut-up bin bags or similar materials to wrap the item safely.

Return conditions

It can happen that your order from Volero isn’t what you wanted. Annoying! At Volero you have the option to return your order to us without giving a reason. You can send your order back by parcel post within 30 days of receipt, or return it in our showroom.

At Volero you may unpack your order after receiving it, look at it and feel it.¹ To get the full purchase amount back it’s important to send your product back in its original state and undamaged. So do feel free to look at the product as you would in a shop.

We advise you to use the original packaging for the return shipment as much as possible. The opening made in the packaging needs to be closed properly, so the product can’t come out of the packaging or get dirty. We’d also rather see the return shipment well packed, so it can’t be damaged during transport.

¹ Anti-slip underlays and curtains that have been fully removed from their packaging cannot be returned.

This is what you can’t return

Products received longer than 30 days ago

Products returned unpackaged

Products that have been made to measure

Products that are used, damaged or incomplete

Curtains taken out of their packaging

Anti-slip underlays taken out of their packaging

Return instructions

Returning your order is at your own risk. We therefore advise you to pay attention to the points below.

  1. Make sure the product is returned undamaged and clean.
  2. Preferably return the product in its original packaging. If that isn’t possible, pack the product sturdily so it can’t be damaged during transport to our warehouse.
  3. Keep the track and trace code of the returned product until you’ve received the purchase amount back.

Return conditions

What you can return, in what condition, and how your refund works.

Yes! You can inspect the product at home just as you would in a store. We advise that when laying down a rug, you first vacuum the floor surface to prevent the rug from getting dirty. If the product is still not to your liking, you can return it to us. The product can be returned in its original packaging as much as possible. In our return policy, you can read about the conditions your return shipment must meet.

No problem! It can happen that the original packaging has been damaged. We kindly ask you to package the product securely so that it cannot be damaged during transport. You can use cut-open garbage bags for packaging.

Anti-slip underlays and curtains may be returned as long as they have not been removed from their packaging. Unpacked anti-slip underlays and curtains that are returned will not be accepted. If you would like to feel and check the material of the anti-slip underlay or curtain, we advise you to carefully open the packaging so you can feel the fabric. Please do not fully remove the product from the packaging, as we will no longer be able to resell it.

In most cases, you will receive a refund for the amount of your order. However, this depends on the condition of the product you have returned. To receive the full refund, it is important that the product is returned in its original, undamaged condition. If the product is returned damaged, you will be notified by email.

A full refund depends on the condition of the product. It is important that the product is returned in its original condition and undamaged.

If the returned product is damaged, you will be informed by email.

Did you purchase a product from our outlet? Then you can return it to us in accordance with our return policy. This means that the product can be returned to us within 30 days of receipt. You can register the return and send it by parcel post or drop it off at one of our showrooms.

It is possible to return part of your order. When registering the return, you can specify which products you wish to return. Depending on the size, you can choose the return method.

That's possible. We kindly ask you to contact our customer service. Our colleagues are ready to provide you with the correct documents and instructions.

We cannot exchange your order directly at the door. You can register your current product for return online or bring it back to our showroom. It is not possible to exchange the product in any of our showrooms. You can order the new desired product through our webshop, which will then be delivered to your home.

When you have partially paid for your order with a gift card, the redeemed amount will be refunded in the form of a personal discount code. You can use this personal discount code to place a new order through our website.

You have 30 days from receiving your order to register your return. Once registered, you have a further 14 days to drop the parcel off at a parcel point.

We recommend sending the rug back as soon as possible, so processing runs smoothly and you get your money back sooner.

A fixed contribution towards returns lets us keep our prices fair and transparent.

By thinking carefully about what you order, together we reduce the number of returns and unnecessary transport.

Before you send it, check that the item is complete, clean and undamaged.

Products made to measure, or whose packaging has been opened, such as anti-slip underlays or curtains, usually cannot be returned.

Return costs

At Volero the return costs are for the customer. This is because we want to keep our prices as low as possible. If we took the return costs on our own account, we’d have to build them into our selling price. Naturally we’d rather not! Depending on the type of rug and its dimensions, the return costs vary between €6,95 and €16,95. You’ll find which return costs apply to you in the return portal after registering your return.

Register your return

When registering your return online you can choose to send your return via a PostNL drop-off point, or to have it collected at your home. You pay the return costs immediately and receive a PostNL return label or a confirmation of collection.

Free returns

Rather return your order free of charge in our showroom? You can! Make sure your return is well packed. Hand your return in with your order number to our colleagues in the showroom and we’ll send you a confirmation as soon as your return is processed.

Bring your return to a showroom

Return costs

What returning an order costs, and when shipping costs are refunded.

If you choose to return your item by parcel, return shipping costs are at your expense. The cost depends on the size and weight of the item.

The exact return fee is shown in the returns portal after you register your return.

If you paid shipping costs when placing your order and decide to return it, we will refund the original shipping costs — but only if all items in the order are returned.

Please note that shipping costs cover the delivery from our warehouse to your home and are separate from return shipping costs. Return costs remain at your expense.

Return large rugs

30 days to change your mind

Does your purchase turn out different from what you hoped? No problem. At Volero you always have 30 days to return your order without giving a reason. This can easily be done by parcel post or directly in one of our showrooms.

Return by parcel post

Smaller products can easily be sent back by parcel post. After registering your return you’ll receive all the information you need by email to send your order back.

Return in the showroom

Would you rather bring your order back yourself? That’s possible in one of our showrooms in Lekkerkerk or Amsterdam. Keep your order number to hand and we’ll take care of quick and friendly handling.

Our promise

Whichever way you choose — parcel post, collection at home or a return in the showroom — at Volero we’re happy to make it as simple and carefree for you as possible.

Large rugs (longer than 175 cm)

Do you have a product longer than 175 cm? Then it can’t be sent via the regular parcel service. That’s why we’re happy to collect the parcel at your home.

Register your return and choose a preferred day for the collection yourself.

After completing the return registration you’ll receive a confirmation of the appointment by email.

On the morning of the collection day you’ll receive a separate email with a track & trace code.

In that email you’ll find a time slot of about 3 hours, so you know exactly when the courier service will come by.

Returning a large rug

How returns work for large rugs, which are collected from your home.

When we collect the large rug from you, a return fee applies. The amount depends on your delivery country.

When you register your return you are taken to the payment page, where you can pay the return fee directly.

Returning more than one large rug? A smaller additional fee applies for each extra rug.

Yes. On the morning of collection, you will receive an email from the parcel service with the track and trace code. In the e-mail and the track and trace code you will see a time slot of +/- 3 hours when the parcel service will come to your place to pick up the large rug.

Unfortunately, this is not possible. You can return the current large rug. You can specify a preferred day for the large rug to be picked up at your home. The new, desired rug can be ordered through our webshop and will be delivered to your home.

Yes, of course! If you are able to bring the large rug back to the showroom yourself, that is absolutely possible.

The same return conditions apply as when the rug is collected from your home, which means the rug needs to be packed firmly so it cannot be damaged in transit.

Please also have your order number to hand so we can process your return at the showroom quickly.

Returning in our showroom

It can happen that your order from Volero isn’t what you wanted. Annoying! At Volero you have the option to return your order to us without giving a reason. You can register the order within 30 days of receipt and send it back by parcel post, or return it free of charge in our showroom. For quick handling we ask you to keep your order number to hand.

Showroom Lekkerkerk (Rotterdam region)

In Lekkerkerk you’re very welcome for rug inspiration, tailored advice and our Rotterdam hospitality!

Twijnstraweg 17
2941 BW Lekkerkerk

More about showroom Lekkerkerk

Showroom Amsterdam

With more than 1000 m² of shopping pleasure, the largest rug store in the Netherlands! A complete living experience with inspiration and tailored advice.

Sijsjesbergweg 12
1105 AL Amsterdam

More about showroom Amsterdam

Returning at a showroom

Returning your order in person at one of our showrooms, free of charge.

You have 30 days from receiving the product to register your return. Once you have registered it, you have a further 14 days to send it back.

We do recommend sending your order back as soon as possible, to speed the process up.

Make sure the product's packaging still looks tidy and that the product is well packed.

We cannot process a return if the product comes back dirty or damaged, so returning it clean and undamaged is your responsibility.

Because we want to keep our prices low. If we covered the return costs ourselves, we would have to build them into our selling price, and we would rather not do that.

As soon as we have received and approved the returned product, we refund the amount as quickly as we can, and within 14 days of receiving the return at the latest.

You get your purchase amount back minus the return costs, including shipping costs. Shipping costs are only credited if every item in the order is returned.

Can't roll your rug back into its original packaging? Tip: bin bags work well as packaging material.

We cannot process a return if the product comes back dirty or damaged.

You can also return the parcel at one of our showrooms, free of charge.

Do have your order number to hand so we can process it quickly.