Returns

It may be that your rug doesn’t meet your expectations. Don’t worry!

At Volero, you can return your order without giving a reason within 30 days of receiving it. Simply submit a return request via our returns portal, and you’ll then receive a return label for the items you wish to send back.


Simply drop off your parcel at your nearest post office – we do not collect returns from your home.

On this page

Returns

Return conditions

Online Return

Register your return to receive a return label:

  1. Click the ‘Register my return’ button below.
    Does your order number not start with VOPL? Please use this return form.
  2. Enter your order number and the email address you used when making your purchase.
  3. Select the product you wish to return and the reason.
  4. Click on the return courier to generate the label and download the return label.
  5. Pack the rug and attach the label.
  6. Bring the parcel at any DPD/UPS collection point.

Please note that we do not offer a courier collection service. You must post the return parcel yourself at your chosen collection point.

As long as the item isn't damaged or defective, the refund will be processed within a maximum of 14 working days of our warehouse receiving the parcel.

Register my return

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 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 are used, damaged or incomplete

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.