Returns

Would you like to return your order? You have 30 days from the date you received your order to arrange a return. Once you have arranged the return, you have 14 days to send the goods back.

Did you place your order via Amazon, Kaufland or home24? Please reach out via the platform you placed the order on to request your return.

On this page

Returns

Return conditions

Return costs

Return online

Register your return and receive a return label.

  1. Register your return via our return portal, using your order number and email address.
  2. Select the item you wish to return and provide the reason for the return.
  3. Select the return courier, complete the payment for your return label.
  4. Once your return has been created, you will see the option to download the return label directly from the return form.
  5. Make sure the product is fully packaged and attach the return label to the parcel.
  6. Drop off the parcel at the nearest drop-off point of your chosen courier and keep an eye on the tracking.
  7. Once we have received your return, we will do our best to process the refund within 14 days.

We recommend keeping your proof of postage until you have received your refund from us.

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.

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.

Returning multiple packages

If you are returning multiple packages, you will need to request and pay for a separate return label for each individual package or shipping box. Would you like to combine your items into one box? That is possible, as long as you ensure the items are not packed too tightly and arrive at our warehouse undamaged.

Please note: if we receive a parcel that shows damage due to insufficient or improper packaging, we are unfortunately unable to issue a refund.

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, return costs are charged to the customer. This is because we want to keep our prices as low as possible. If we were to cover the return costs ourselves, we would have to build them into our selling prices, and we'd rather not do that!

We ship most of our orders with DPD. Please note, however, that DPD is unable to accept returns for parcels longer than 100 cm on any side. Packages or shipping boxes exceeding 100 cm must therefore be returned via UPS.

You will find the exact return costs that apply to your parcel in the return portal after registering your return.

Return costs per parcel


DPD (parcels up to max. 100 cm) – €8.95
UPS (parcels over 100 cm) – €18.95

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.