What are the shipping costs?

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Do you ship to other countries?

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According to the tracking number, my order has been delivered, but I haven’t received anything. What should I do?

{"type":"root","children":[{"type":"paragraph","children":[{"type":"text","value":"Sorry to hear that you haven’t received your order! With the tracking number we provided, you can check if the courier changed the delivery time or if the package was delivered to a parcel point due to unforeseen circumstances."}]},{"type":"paragraph","children":[{"type":"text","value":"If the tracking shows that the package is marked as delivered and nothing has changed, we kindly ask you to check with your neighbors to see if the package was delivered there. If this isn’t the case, please feel free to contact our customer service. We’ll investigate where your order is and when it will be delivered to you as soon as possible."}]}]}

Can I still change the delivery address of my order?

{"type":"root","children":[{"type":"paragraph","children":[{"type":"text","value":"If you haven’t received a tracking number yet, you can change the delivery address through our customer service."}]},{"type":"paragraph","children":[{"type":"text","value":"Have you already received the tracking number? Then you can often change the address directly using the tracking link. If your order is too far along in the shipping process, unfortunately, a change will no longer be possible."}]}]}

What are the warranty conditions?

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What should I bear in mind when sending a return?

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What to do in case of a complaint?

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Customer Service

Welcome to the Volero service page

At Volero it’s all about rugs that complete your interior, and service you can rely on. On this page you’ll find everything you need to know about your order, the warranty, your return options and how to get in touch with us. That way we help you quickly and clearly, so you can enjoy your Volero rug for a long time without any worries.

To help you on your way, below you’ll find an overview of the most frequently asked questions. Checking the status of your order, registering a return or reading up on the warranty conditions? You can do it all with one click on the right button.

Don’t have a specific question, but would like some style or sizing advice? We’re happy to help with that too. No question is too difficult for our rug specialists.

Contact information

Our customer service is here for you 5 days a week. You can reach us by email.

Please note that every new message may delay the response time to your original email.

Opening hours

Monday to Friday from 09:00 to 17:00

Email

kundtjanst@volero.se

The quickest answer to your question is right here

Status of my delivery

Returns

Shipping & delivery

Warranty conditions

Reviews

Ordering

Quick answers about paying, changing an order and shipping costs.

See it first, then pay? You can pay later with Klarna. After receiving the product, you will receive an invoice from the payment provider. This must be paid within 14 days.

If your order has not yet left our warehouse, we can modify it for you. Please contact our customer service team directly.

Shipping is free on orders above our free-shipping threshold.

Below that amount a shipping fee applies, which depends on your delivery country. The exact amount is always shown at checkout before you pay.

Yes, we currently ship to the Netherlands, Belgium, Germany, Austria, Poland, Sweden and France.

We don't ship outside these countries at the moment, but we're always looking at adding new destinations!

Delivery

How and when your Volero order is shipped, tracked and delivered.

If you have given the delivery partner the permission for this, the package can be delivered to your neighbors. Would you prefer not to? Our couriers will try again, or the order will be dropped off at a nearby parcel point or parcel locker.

We will ship your order in full once all products are in stock at our warehouse. Would you prefer to receive the available products first? Please contact our customer service.

Is your order in stock? You will receive the tracking number via email as soon as your order has been shipped. With the tracking number, you can see when your order will be delivered to you.

Does your order have a longer delivery time? You can check our delivery times portal to see in which week your order will be delivered to the warehouse.

Sorry to hear that you haven’t received your order! With the tracking number we provided, you can check if the courier changed the delivery time or if the package was delivered to a parcel point due to unforeseen circumstances.

If the tracking shows that the package is marked as delivered and nothing has changed, we kindly ask you to check with your neighbors to see if the package was delivered there. If this isn’t the case, please feel free to contact our customer service. We’ll investigate where your order is and when it will be delivered to you as soon as possible.

Since we work with multiple suppliers, part of your order may have been shipped from our supplier's warehouse. To provide you with the most up-to-date information, we kindly ask you to contact our customer service.

On behalf of the courier service, we also sincerely apologize for the damaged delivery. To provide you with the best and quickest solution, we kindly ask you to email clear photos of the damages to our customer service team.

If you haven’t received a tracking number yet, you can change the delivery address through our customer service.

Have you already received the tracking number? Then you can often change the address directly using the tracking link. If your order is too far along in the shipping process, unfortunately, a change will no longer be possible.

We understand that it's frustrating when your order is delayed. Due to the high volume of parcels in circulation, the courier service may adjust the schedule, causing your order to be delivered later than expected. Usually, delayed deliveries are completed the following day. We kindly ask for your patience. If you haven’t received your order within 7 days of the original delivery date and the package hasn’t been delivered to a parcel point, please contact our customer service.

Returns & Warranty

Quick answers about returning an order, return costs and warranty.

Is the product not to your liking? Returns are possible within 30 days of receiving the order and without giving a reason. Want to know more about returning your order? Please read our return policy.

You can return your order via a parcel service. However, in that case, the return costs are your responsibility and depend on the size of the package.

Every rug comes with standard warranty conditions of 12 months.

Our warranty conditions page covers both the general conditions and the specific conditions for each material.

You have 30 days to change your mind after receiving your order. Once you have registered the return, you have a further 14 days to hand the parcel to a carrier.

So we can process your return quickly, we do recommend sending the items back as soon as possible.

Please make sure the product packaging is undamaged and the product is carefully packed.

Returns can only be accepted if the item is in perfect, clean condition, so it is your responsibility that the product reaches us safely and undamaged.

We're sorry your order didn't meet your expectations. We want to find the best possible solution for you.

Please email us as soon as you notice the problem, and include:

Your order number
A photo of the whole product, laid flat
A close-up photo of the problem
A photo of the label on the back

Our team will review your claim and get back to you with a solution as soon as we can.

For full warranty terms, including material-specific conditions and what is and isn't covered, please see our warranty page.