Frequently Asked Questions

Choose your product, select a variant such as color or size if necessary, and add it to your shopping cart. Done shopping? Go to the shopping cart, check your order, and click checkout.

Enter your details, choose a payment method, and complete your order. You will immediately receive an order confirmation by email. Creating an account is not mandatory, but it is useful if you want to track or return your order later.

If your order has not yet been shipped, this is usually possible. Contact us as soon as possible via WhatsApp or phone, that's the fastest way.

If your order has not yet been processed by the supplier, we will cancel it free of charge and refund your entire purchase amount. If your package is already on its way, it will go through the normal return procedure.

Yes, you will receive an invoice with VAT specification by email. Are you ordering for business? Then enter your company name and VAT number during checkout, and we will process them directly on the invoice.

Do you need an adjusted invoice afterwards? Send us your order number, and we will arrange it.

Yes, we supply to companies, offices, hospitality, and other business clients in the Netherlands, Belgium, and Germany. You will automatically receive an invoice with VAT specification.

With Billie, you can pay on account for business with a payment term of 30 days. SEPA bank transfer, credit card, and PayPal are also available. Larger order or a complete furnishing project? Contact us, and we'll discuss the possibilities and conditions.

The current delivery time is shown on each product page. If an item is temporarily out of stock, it will be clearly indicated. Some products can be pre-ordered, with the expected delivery date shown in advance.

Are you unsure if something will arrive in time for a certain date? Send us a message with the product, and we will check with the supplier.

You have a wide choice:

• Direct payment — iDEAL/Wero, credit card (Visa, Mastercard, American Express, Maestro, UnionPay), PayPal, Apple Pay, Google Pay, Shop Pay, Bancontact, KBC/CBC, Belfius, and SEPA bank transfer
• Pay afterwards or in installments — Klarna, Riverty, Billink, and in3
• Business and other — Billie, the VVV Cadeaukaart (gift card), and crypto in the form of USDC

View all payment options.

Yes. All payments are processed through recognized and certified payment providers. Your payment details are sent encrypted and never stored on our servers.

Our webshop is secured with SSL encryption, recognizable by the padlock in your browser's address bar.

No. At Mooier Thuis, you never pay a surcharge, no matter which method you choose. The amount you see at checkout is the amount you pay. No hidden costs, no surprises afterwards.

With iDEAL/Wero, Bancontact, credit card, PayPal, Apple Pay, Google Pay, and USDC, the amount is debited as soon as you confirm the payment. Exceptions:

• Klarna, Riverty, and Billink — only after receipt of your order
• in3 — the first installment immediately, then after 30 and 60 days
• SEPA bank transfer — as soon as your bank processes the transfer
• Billie — business, according to the 30-day invoice term

A payment can fail due to a temporary malfunction, an interrupted connection, a typo, or a rejection by the payment provider. Try again or choose another method, and check that all details are correct.

Does it keep failing? Contact us, and we will help you.

That depends on the size and weight. Packages are sent via PostNL, DHL, GLS, or UPS. Large and heavy products are delivered by a specialized furniture courier. Some furniture is shipped directly from the manufacturer with furniture transport.

In your shipping confirmation, you will always see which carrier is handling your shipment.

For furniture, yes. Indicate your preference in the comments field with your order, or send us an email afterwards with your order number and your desired day or time slot. The furniture courier will then contact you to finalize the arrangement.

Make sure your phone number is correct in your order, as the carrier cannot schedule an appointment without being able to reach you.

Standard delivery is to the front door. Upon request, we can often arrange for your furniture to be delivered inside your home or to the desired room, or even be fully assembled upon delivery.

What is possible and what it costs depends on the product, the supplier, and your address. Please contact us before or shortly after your order, and we will arrange it properly right away.

If you order items from different brands or suppliers, they will be sent from different locations. You will then receive a separate shipping confirmation with track and trace for each shipment.

This works in your favor: you don't have to wait until the slowest item is ready. Would you still prefer everything at once? Let us know with your order.

For package shipments, the carrier usually tries again the next business day, or your package goes to a pickup point nearby. You can read what happened in your track and trace.

For furniture delivery with an agreed time slot, you can arrange a new appointment in consultation. Do you know in advance that you won't be home? Let us know in time, this prevents costs for a second delivery attempt.

Yes, we deliver to almost the entire European Union. The Netherlands, Belgium, and Germany are our main countries with fixed rates. In addition, we ship to France, Luxembourg, Austria, Denmark, Sweden, Spain, Italy, Poland, Czech Republic, and Ireland, among others.

All prices are in euros including VAT. Within the EU, you do not pay import duties, so there are never unexpected costs at the door.

You can register in three ways: via your customer account, via the Shop app if you paid with Shop Pay, or by email to info@mooierthuis.nl with your order number.

Always register your return in advance. Never just send a package back, as we won't be able to link it to your order, and your refund will take longer.

If you have changed your mind or the product is not to your liking, the return costs are at your expense, and you arrange the shipment yourself. For packages, this can easily be done via a parcel point.

If the product is damaged or incorrectly delivered, we will bear the costs and arrange the return or exchange for you.

Even with a change-of-mind return, you are responsible for the return shipment, but we are happy to help. We can often create a pickup order with our own carrier, which is usually more cost-effective than arranging something yourself. You will receive an invoice from us afterwards.

The costs depend on the dimensions, weight, and your location. Contact us with your order number for a quote. If it concerns damage, we will arrange the pickup, and you pay nothing.

Custom-made and personalized items cannot be returned. These are specially produced for you and are therefore not resalable. For these types of products, we clearly state this on the product page.

Furthermore, we ask you to return the product undamaged and in its original packaging. So keep the box until you are sure you want to keep the item.

Contact us as soon as possible with your order number and clear photos of the damage, the product, and, if possible, the packaging. This can be done by email or via WhatsApp.

With good visual material, we can immediately assess what is needed. Usually, we will arrange for the item to be picked up, and you will still receive the correct or a new product. You will not pay anything for this.

As soon as your return is received and checked by us, we will process your refund. This usually happens within 2 to 3 business days. You will receive the amount back via the payment method you used.

If you paid afterwards or in installments, your outstanding payment will be adjusted or canceled.

Standard exchange is not possible. If you want a different item, you place a new order and return the first product. This way you will receive the desired item fastest.

For larger furniture, we can sometimes arrange an exchange at your door. Whether this is possible depends on the product and the supplier. Therefore, always contact us first.

That varies by brand and product. Most items have a 1 or 2-year manufacturer's warranty. For various quality furniture pieces, this can extend to 5 or 10 years, and some brands even offer a lifetime warranty on certain components.

The applicable term is stated on the product page. In addition, statutory warranty always applies to every product. Read more about warranty.

Warranty is intended for manufacturing and material defects, such as a part detaching with normal use or a product not functioning as intended.

Not covered by warranty: damage from use, incorrect assembly, normal wear and tear, damage from drops or moisture, self-repairs, and discoloration due to sunlight or natural material effects. Minor color differences due to screen settings or light incidence are also excluded.

Send us a message with your order number, a brief description of the problem, clear photos or video of the defect, and when the problem occurred.

We will assess your report and handle it for you with the supplier or manufacturer. You therefore do not have to contact a brand yourself. For a legitimate claim, you pay no shipping or collection costs.