Veelgestelde vragen
Bekijk hier onze veelgestelde vragen. Staat je vraag er niet tussen? Neem dan gerust contact met ons op door een mail te sturen naar klantenservice@poespas.nl of vul het contactformulier in, we helpen je graag zo snel mogelijk verder.
Verzending
Pre-order items zijn items waar wij nog geen fysieke voorraad van hebben. Als je een bestelling hebt geplaatst met daarin een pre-order item, dan wordt de gehele bestelling verzonden zodra de bestelling compleet is.
Je vindt de geschatte levertijd op de productpagina van het item.
We ship orders to the Netherlands and Belgium.
Is the item in stock? Then your order (if you order on weekdays before 23:30) will be delivered the next working day (Mon to Sat).
If you placed an order during the weekend, you will receive your order on Monday*
*Except for holidays.
*Depending on the parcel service
Shipping costs for an order in the Netherlands and Belgium are €6.85. For orders above €50 we ship your order for free.
As soon as your order is shipped from our warehouse you will receive a shipping confirmation with the track & trace code of your order. If your order has been sent by the mail carrier you can track the package.
All orders are shipped with PostNL. As soon as your order has been shipped, you will receive a confirmation by e-mail. You will also receive a track and trace code from us with which you can follow the package. Poespas is responsible up to the post office. We cannot be held liable for the loss and/or damage of your package.
Retourneren & omruilen
Once you have placed an order in the webshop, you are entitled to a statutory cooling-off period of 14 calendar days. This cooling-off period starts when you have the order physically in your possession (when the package has been delivered) or from the day that you can pick up your order at a collection point.
You can register your return and print a shipping label via the following link: https://goparcel.nl/return/company/2ac9cde8-795b-4a80-8319-f360c4deba5f
It is important that the item is in its original condition (including tags and unused/unworn) and is sent well packaged. Damaged or opened items cannot be returned.
After we have received the product in good condition, the amount to be refunded will be transferred within 14 calendar days to the same account number used to pay for the order.
Unfortunately, it can happen that your order arrives damaged. As a customer, you can't do anything about this. We ask you to send an email to klantenservice@poespas.nl. Don't forget to send your order number and photos of the damage. Our customer service will contact you as soon as possible and will look for the best solution with you.
Oops, that's not the intention! We will of course solve this for you. We ask you to send an email to klantenservice@poespas.nl . Don't forget to mention your order number and the article in question. Our customer service will contact you as soon as possible.
Unfortunately, it is not possible to exchange an item. Would you like a different size or color? Then you can place a new order yourself.
Unfortunately, due to hygiene reasons, it is not possible to exchange items such as underwear.
Yes, this is possible. Please clearly indicate the title of the product, the colour and/or print and the quantity in the return form.
Yes, this is possible. Combine the items you want to return in one package and make sure all packing slips are in the package.
Mits je artikel retour stuurt buiten de retourtermijn, dan ontvang je een waardebon van hetzelfde bedrag. Deze is te besteden in onze webshop.
We will then return the items to you and no refund will be made.
Heb je behang bij Poespas besteld maar ben je niet helemaal tevreden? Het is alleen mogelijk om standaard afmetingen van behang aan ons retour te sturen. Let wel op dat het behang retour gestuurd moet worden naar ons hoofdkantoor: Oldenzaalsestraat 125, 7514 DP Enschede.
Heb je een custom made behang besteld? Helaas kan dit niet retour gestuurd worden. Onder een custom made behang vallen behangen die gespiegeld zijn en behangen waarvan men zelf de afmetingen door heeft gegeven.
Meer weten? Lees het volgende bestand door voor meer informatie: Poespas behang informatie
Is je vraag nog niet beantwoord? Neem eens een kijkje op onze veelgestelde vragen of neem contact op met klantenservice@poespas.nl.
Betalen
You can use the following payment options:
You can use a Poespas discount code or gift card in your shopping cart or on the checkout page. Enter the code at "Do you have a discount code?" and then click the "Apply" button. If the code has been applied successfully, a message will appear on the screen and the discount will be processed in the total amount.
Send an email to klantenservice@poespas.nl and state the discount code you would like to apply, we will find out as soon as possible why the discount code does not work.
Note: You can use one discount code per order.
You will receive an order confirmation within a few minutes at the email address you provided. This email may end up in your spam. If you have not received a confirmation email, please contact our customer service.
Bestellen
If you want to change the delivery address, we advise you to contact us as soon as possible. If your order has not yet been packed, the delivery address can still be changed.
Wij doen er alles aan om jouw nieuwe items zo snel mogelijk bij jou thuis te leveren! Wij werken met een geautomatiseerd magazijn dat zodanig snel werkt dat wijzigingen ná het plaatsen van een bestelling helaas niet mogelijk zijn.
Is je bestelling nog niet verzonden (bijvoorbeeld bij een pre-order) en wil je items toevoegen aan je bestelling? Stuur ons dan een e-mail naar klantenservice@poespas.nl, dan kijken wij graag voor je of dit mogelijk is!
Perhaps you made a mistake when entering your email address when filling in your contact details. It is also possible that the confirmation email ended up in your spam. If this is not the case, please contact us.
You do not need an account to order. However, with an account you have an overview of your order history and your details are remembered.
Behang
A mural is a wallpaper with a continuous design on the strips. In contrast to patterned wallpaper, the pattern does not repeat on every strip. We have murals in 4 different standard sizes: 200cm, 300cm, 400cm and 500cm wide, the height of the wallpaper for a mural is always 280cm. When calculating the size of the wall, it is useful to always calculate an extra 5 centimeters for the width and the height as an extra margin. If you have a wall with different sizes, you can opt for a custom wallpaper. Because the pattern will then have to be manually adjusted by the designer, extra costs will be charged for this. Custom work cannot be returned.
Patterned wallpaper can be reordered per roll, but because the wallpaper is a digital print we cannot guarantee that there is no color difference. Additional parts of murals cannot be reordered.
If there is a manufacturing or printing error or damage due to transport, the items can be returned. Please contact klantenservice@poespas.nl immediately and include a photo of the damage. We will then resolve it as soon as possible! If you would like to receive a sample of your wallpaper, you can request a piece of the wallpaper for the product in question.
The shipping costs for a return shipment are at the expense of the sender, unless the return concerns a damaged product or a product with a defect.
Yes! Every mural can be mirrored. If you prefer the giraffe on the wallpaper on the right side, we will mirror it for you free of charge. All you have to do is indicate in the comments field when ordering that you would like the wallpaper to be mirrored. We will then take care of the rest.
No, we do not supply wallpaper paste.
For custom-made wallpaper, murals and wallpaper on a roll, you should always use non-woven wallpaper paste (for example from the Perfax brand).
The wall must be smooth and even, so without structure and any holes must be properly sealed. We advise to wallpaper a white wall, without wallpaper, this prevents stains/colours from showing through with light-coloured wallpaper patterns and the wallpaper from coming loose due to the wrong surface. The wall must be pre-treated so that the glue is not absorbed into the wall. If the wall is painted with white latex, this is sufficient. If it is an untreated wall, we advise to use a primer to pre-treat the wall.
Spread the adhesive evenly on the wall with a roller and apply the dry wall covering to the glued wall. The recommended adhesive is Perfax Roll-On. Do not use a gluing machine and do not let the walls soak. The adhesive should be applied to the wall in a width slightly wider than one strip. Place the first strip perpendicular to this and press with a rubber roller or soft cloth to remove any air bubbles. Apply all subsequent strips butt-to-butt.
A mural is a wallpaper with a continuous design on the strips. In contrast to patterned wallpaper, the pattern does not repeat itself exactly on each subsequent strip. We have unique murals in 4 different standard sizes: 200cm, 300cm, 400cm and 500cm wide, the standard height of the wallpaper for a mural is always 280cm. When calculating the size of the wall, it is useful to always add 5 centimeters for the width and the height as an extra margin. You then choose during wallpapering which part of the mural (left or right, top or bottom) you want to crop to make the wallpaper fit your wall. Example: Your wall is 2.50cm wide, then you choose the mural that is 300cm wide. Then you cut off 50 cm on the left or right. Is your size not included? Then it is of course also possible to have the design made to measure. Please contact us for this via the contact form.
Wallpapering can be done on stable wood or sheet metal, but the wall must be pre-treated. Screw holes, seams, rough spots, etc. must be treated well so that an even surface is created. After the paint has dried properly, lightly sand the varnished or painted wooden wall and clean it thoroughly with a degreasing cleaning agent. Make sure that the wooden wall is treated evenly so that no irregularities show through after wallpapering. If the wood/sheet metal is thin, there is a chance that it will warp. It is therefore important to follow these first steps carefully before wallpapering.
Kortingen
You can use a Poespas discount code or gift card in your shopping cart or on the checkout page. Enter the code at "Do you have a discount code?" and then click the "Apply" button. If the code has been applied successfully, a message will appear on the screen and the discount will be processed in the total amount.
Send an email to klantenservice@poespas.nl and state the discount code you would like to apply, we will find out as soon as possible why the discount code does not work.
Note: You can use one discount code per order.
No problem! Send an email to klantenservice@poespas.nl and mention the discount code you want to use. We will find out as soon as possible whether it is possible to fill in the discount code for you.
If the discount is added within 48 hours after you have completed your order, we can compensate this difference with a Poespas gift card. Does this apply to your order? Then send an e-mail to klantenservice@poespas.nl with the order number and the purchase date of your order and mention the item that went on sale. Do you want to return an item from your order? Then you will receive the gift card as soon as your return has been processed.
You can regularly benefit from fun discount promotions on a large part of our webshop. A number of brands and/or products are always excluded from this discount. Below you will see an overview of the brands and/or products that do not participate in discount promotions.
Poespas Club Member
Poespas Club Member is ons loyaliteitsprogramma waarmee je punten (snøpskes) verdient die je kunt inwisselen voor leuke cadeautjes. Meedoen is simpel! Bij elke aankoop ontvang je per €1 die je besteed, 1 snøpske. Je verdient ook snøpskes als je ons volgt op Instagram of TikTok én je ontvangt op je verjaardag een leuk cadeautje van ons!
Let op! Om snøpskes te kunnen sparen is het belangrijk dat je ingelogd bent op het moment dat je een aankoop doet. Alleen dan kunnen de snøpskes aan je account toegevoegd worden!
Wat leuk dat je Poespas Clubmember wilt worden! Meedoen aan het programma is volledig gratis. Als je al een account bij ons hebt, dan ben je automatisch ingeschreven bij ons loyaliteitsprogramma. Heb je nog geen account? Maak dan hier een account aan en dan ben je klaar om snøpskes te sparen!
Let op! Om snøpskes te kunnen sparen is het belangrijk dat je ingelogd bent op het moment dat je een aankoop doet. Alleen dan kunnen de snøpskes aan je account toegevoegd worden!
Het is volledig gratis om Poespas Club Member te worden! Ook het verdienen van snøpskes en het inleveren van snøpskes voor cadeautjes is geheel kosteloos.
Je kunt je puntensaldo bovenaan de loyaliteitspagina bekijken zodra je ingelogd bent op onze website.
Heb je genoeg snøpskes gespaard voor een cadeautje? YAY! Ga naar het tabblad "Punten inleveren" en kies het gewenste cadeautje.
**Goedgekeurd:** Deze snøpskes kunnen direct worden ingewisseld voor cadeautjes.
**In behandeling:** Deze snøpskes moeten worden goedgekeurd voordat u ze kunt inwisselen. Dit geldt meestal voor snøpskes verdiend met aankopen en referrals.
**Geannuleerd:** Deze snøpskes worden niet (meer) toegevoegd aan je account. Dit gebeurt bijvoorbeeld als je je aankoop annuleert of retourneert (de punten veranderen dan van “In behandeling” naar “Geannuleerd”.
Het is niet mogelijk om beloningen uit ons loyaliteitsprogramma in te leveren op items uit de sale of te combineren met kortingsacties. Uiteraard spaar je met deze aankopen wel snøpskes!
Het is niet mogelijk om zonder een account punten te sparen en te verzilveren. Heb je nog geen account? Maak dan hier een account aan en dan ben je klaar om snøpskes te sparen!
Als je (een deel van) je bestelling retourneert, worden de bijbehorende punten weer van je saldo afgetrokken.
Het spaarpuntensysteem werkt volledig automatisch. Hierdoor kunnen we helaas geen handmatige wijzigingen of uitzonderingen doorvoeren.
Je punten worden dan geannuleerd en van je account verwijderd.
