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Customer Service
Do you have a question about your order or about placing an order with PUUUR' We are happy to help you. View the frequently asked questions here. Didn't find the answer' Please contact our customer service.
How can I order?
At PUUUR you can order through the Experience Center, the webshop and selected dealers. Visit the Experience Center page for contact information, address and opening hours.
Ordering online is easy in 4 steps
1. Choose the desired furniture. Click on configure and determine yourself what type of material, size, finish and color you want the furniture to have.
2. Place the furniture in the shopping cart and proceed to ordering.
3. Check your order and delivery details. Think about the type of delivery, address details and remarks regarding the delivery.
4. Finalize the order by paying the down payment or the full amount and delivery and/or assembly costs.
Note: When making a down payment, you will receive the invoice for your order by email at least 10 working days before delivery. We request you to pay the remaining amount at least 5 days before delivery.
2. Place the furniture in the shopping cart and proceed to ordering.
3. Check your order and delivery details. Think about the type of delivery, address details and remarks regarding the delivery.
4. Finalize the order by paying the down payment or the full amount and delivery and/or assembly costs.
Note: When making a down payment, you will receive the invoice for your order by email at least 10 working days before delivery. We request you to pay the remaining amount at least 5 days before delivery.
Are all items from the Experience Center also available in the webshop?
All the furniture from our Experience Center is also available in the webshop. In addition, there is an extended assortment online. Accessories, wallpaper, chairs and sofas are currently only available through the Experience Center. If you want to make sure that the furniture you want to see in our Experience Center is available, please contact our customer service.
Can i cancel my order?
Everything we make is specially made for you. Therefore, an order cannot be cancelled after checking and payment. For specific questions, please contact our customer service.
Can I change my order?
Everything we make is specially made for you. Therefore, an order cannot be cancelled after checking and payment. For specific questions, please contact our customer service.
Can I change my personal data?
Do you want to change something about, for example, your address details for an order that has not yet been delivered? Changes can still be made up to 3 working days before the scheduled delivery time. In that case, contact our customer service in time.
Can I track the status of my order?
Upon ordering, we will keep you informed of the status of your order via email.
Where is the nearest PUUUR dealer?
Below is an overview of our dealers. Our dealers have a selected assortment, if you want to be sure that the dealer near you has the furniture you are looking for, you can always contact our customer service.
How long is my quotation valid?
Our offers are valid for 30 days from the date of the offer.
Is my quote still valid after a price increase?
Quotes are valid from the quote date for 30 days. The amount on the quote is therefore also valid after a price increase if it falls within this period. Sometimes price increases are implemented due to price increases of our raw materials.
Are the prices stated in the webshop inclusive or exclusive of VAT?
All prices listed in our webshop are inclusive of VAT.
Can I track the status of my order?
Upon ordering, we will keep you informed of the status of your order via email. If you have any questions about your order, please contact our customer service.
When and at what time will my order be delivered?
Upon ordering, we will keep you informed by email of the status of your order and contact you about the time of delivery.
Can I choose a time in advance?
It is not possible to make an appointment in advance for a certain time or part of the day. After ordering, we will keep you informed by email about the status of your order and the moment of delivery.
Do I have to stay at home for the delivery of my order?
We ask you to think carefully when scheduling your delivery moment. This is because we coordinate the production of your furniture, as well as all our routes. Changes are possible, but only well in advance. If you only indicate a change one day before delivery, we are forced to charge €75 for this.
Do you also deliver to the Wadden Islands?
Yes, we also deliver to the Wadden Islands. For this we charge extra costs, depending on the size of the order.
Do you also deliver to campsites or holiday parks?
Yes, but only up to the barrier or reception. Delivery to the door is not possible.
Can I also pick up my order myself?
That is possible for small/individual furniture such as: Coffee tables, Side tables, Sidetables & Columns. In the ordering process you can indicate that you prefer to pick up yourself. For larger furniture it is not possible to pick up yourself. For questions please contact our customer service.
What is the delivery time?
"The delivery time of our furniture is stated with each furniture and varies depending on the type of furniture ordered and the size of the order.
Current delivery times
We always deliver an order together. This means that the longest delivery time is kept as the minimum delivery time, unless otherwise stated. In addition, it is also possible to have your order delivered later, make this clear in the comments field when placing your order.
After you have ordered your self-assembled furniture, you will receive a confirmation email with the order number. You will be kept informed of the progress of your furniture throughout the process via email.
Within 10 working days of ordering, we will contact you to coordinate the exact delivery time, so you always know what to expect. In addition, you will receive a time indication by email 36 hours before delivery.
On the day of delivery, our drivers will contact you by phone an hour before delivery. So you know exactly when they will arrive."
Current delivery times
| Dining tables, Coffee tables, TV cabinets & Dressers | 4-6 weeks |
| Bookcases & Cinewalls | 8-10 weeks |
| Color samples | 3-5 working days |
We always deliver an order together. This means that the longest delivery time is kept as the minimum delivery time, unless otherwise stated. In addition, it is also possible to have your order delivered later, make this clear in the comments field when placing your order.
After you have ordered your self-assembled furniture, you will receive a confirmation email with the order number. You will be kept informed of the progress of your furniture throughout the process via email.
Within 10 working days of ordering, we will contact you to coordinate the exact delivery time, so you always know what to expect. In addition, you will receive a time indication by email 36 hours before delivery.
On the day of delivery, our drivers will contact you by phone an hour before delivery. So you know exactly when they will arrive."
What are the installation costs?
"During the assembly of your furniture, you can choose to have a furniture assembled by us. This applies to the hanging of hanging TV furniture and dressers. The costs for this are ? 500,-. When making the delivery appointment, the details for assembly will be discussed.
Tips:
1. Check the dimensions of doors, windows, stairs and/or lifts through which the furniture must pass in advance.
2. Check the corners/bends through which the furniture must pass and measure them if in doubt.
3. Provide an accessible walking path.
4. Let us know if we can only come between certain times. In case of doubt, contact our customer service."
Tips:
1. Check the dimensions of doors, windows, stairs and/or lifts through which the furniture must pass in advance.
2. Check the corners/bends through which the furniture must pass and measure them if in doubt.
3. Provide an accessible walking path.
4. Let us know if we can only come between certain times. In case of doubt, contact our customer service."
What are the delivery costs for my order?
"It is possible to choose between different delivery methods. Delivery is usually free. The furniture is also placed in the right place by our delivery personnel.
Delivery costs in the Netherlands
Tips:
1. Check the dimensions of doors, windows, stairs and lifts beforehand.
2. Check the corners/bends through which the furniture must pass and measure them if in doubt.
3. Provide an accessible path.
4. Let us know if we can only come between certain times. Contact our customer service if in doubt."
Delivery costs in the Netherlands
| Ground floor delivery | Free |
| Delivery via lift (if spacious enough) | ? 75,00 |
| Delivery 1st or 2nd floor via staircase | ? 75,00 |
| Delivery with moving lift arranged by PUUUR on location (up to 7th floor) | ? 195,00 |
| Delivery to Wadden Islands | ? 250,00 |
| Pick up from factory Purmerend (only possible for small/loose furniture) | Free |
Tips:
1. Check the dimensions of doors, windows, stairs and lifts beforehand.
2. Check the corners/bends through which the furniture must pass and measure them if in doubt.
3. Provide an accessible path.
4. Let us know if we can only come between certain times. Contact our customer service if in doubt."
What payment options are there?
It is possible to pay with iDEAL, Paypal, Bank Transfer & Credit Card.
Do I have to pay the full amount at once?
When placing an order, we ask for a minimum down payment of 10%. For cupboards and cinewalls we ask for a down payment of 30%. Of course it is also possible to pay the full amount directly. Quickline products, chairs, sofas and accessories must be paid in one go.
Can I also pay in cash?
No, our preference is for payment by bank transfer. You will receive the invoice by email at least 10 working days before delivery. If you would rather pay in cash, please contact our customer service.
I just transferred the amount by bank, but I am m not sure if it was transferred on time. What should I do?
In this case, please contact our customer service in a timely manner.
Is it possible to pay in parts?
When ordering online, you pay a deposit of 10% and the remaining amount no later than 10 working days before delivery. For cupboards and cinewalls we ask for a deposit of 30% and the remaining amount 10 working days before delivery.
Can I place a business order?
Sure, that can be done. When placing the order, make sure to indicate that it is a business order and provide the Chamber of Commerce number and VAT number. For any questions, please contact our customer service.
Are there any discount promotions at the moment?
View here the promotions and conditions.
What should I do if online payment fails?
If something went wrong with your online payment, you can try again after 15 minutes. If the payment still doesn't work after 15 minutes, please contact our customer service. We are happy to help.
My online payment has been declined, how is that possible?
It can have multiple reasons why your payment was declined. We advise to try again after 15 minutes. If the payment still doesn't work after 15 minutes, please contact your bank.
Is the security of my payment properly arranged?
We handle personal data with the utmost care. When you place an order, it is done in a secure environment.
Can I return my furniture?
Everything we make is specially made for you. Therefore, an order cannot be returned after checking and payment. For specific questions, please contact our customer service.
I have a complaint. What is the best way to contact me?
It's unfortunate that you're not satisfied with the furniture. You can best send a complaint to [email protected]. We ask you to add photos and mention the order number, so we can help you faster.
Can I cancel my furniture order?
Everything we make is specially made for you. Therefore, an order cannot be returned after checking and payment. For specific questions, please contact our customer service.
What is the warranty on furniture?
On the furniture you buy from us, you receive a 1 year warranty. We do not give a warranty on showroom models. The warranty also does not apply to product-specific features that contribute to the character of the furniture, normal wear and tear and improper use of the furniture. Furthermore, the warranty does not apply to insufficient or incorrect maintenance of the furniture or to installation, assembly, modification or repair by yourself or third parties.
Is it possible to view the furniture in real life?
That can be done in the Experience Center in Purmerend. You are welcome with or without an appointment. Our interior stylists are ready to advise you when buying a new piece of furniture or a complete interior.
What are the costs of an interior design?
Every project starts with an introductory conversation in which the living wishes are discussed. We plan half an hour for this to look together where the wishes lie. If we proceed to make a 3D interior design, we charge €90,- per hour. These costs will be settled when the interior design is approved and the down payment is made.
Can I contact you for an interior design?
You are very welcome with or without an appointment. Together with our interior designer Simone, you work towards the ultimate atmosphere experience tailored to you. Every project starts with a conversation in which the living wishes come to the fore. PUUUR offers complete carefree. From walls to floors, fabrics to lighting, from first sketch to completion, with the result of a total living experience.
All our interior designs are unique, because we start from the specific needs of the customer. As soon as the wishes are clear, we will start with a 3D advisory drawing tailored to you. This is how we bring the living wishes to life, with the exact PUUUR furniture in the drawing.
Tips - Provide a floor plan of the living space - Make (if possible) photos of the space. This way, account can be taken of light incidence and other elements. - Do some inspiration via our Pinterest account.
All our interior designs are unique, because we start from the specific needs of the customer. As soon as the wishes are clear, we will start with a 3D advisory drawing tailored to you. This is how we bring the living wishes to life, with the exact PUUUR furniture in the drawing.
Tips - Provide a floor plan of the living space - Make (if possible) photos of the space. This way, account can be taken of light incidence and other elements. - Do some inspiration via our Pinterest account.
I want interior advice without PUUUR furniture, is that possible?
That's possible, an interior advice without our PUUUR furniture costs €90,- per hour.
Can I order color samples?
Choosing the right material or color can be difficult. We are happy to help you with your choice. The materials and colors of our furniture are carefully selected and therefore easy to combine in almost any interior. We make the color samples, just like our furniture from Oak or MDF. This way you can see exactly how the color turns out. Do you want to view a color at home? Here you can order color samples. Of course it is also possible to view the colors or color samples in the Experience Center in Purmerend.
How is PUUUR furniture made?
The furniture is made in our own furniture workshop and finished in our own spray booth. All furniture is finished with a high-quality two-component lacquer. Because we have full control of the production, we can guarantee a short production time and therefore a fast delivery. And you can quickly enjoy your dream interior.
I would like to become a PUUUR dealer, is that possible?
Good to hear that you want to sell our collection! To become a dealer we ask you to contact us. This can be done through the contact form or by email: [email protected]. We would like to ask you to provide some additional information about you and your company. We will then contact you as soon as possible to explore the possibility of a collaboration.
Do you also supply in larger quantities?
Our furniture is custom made. We not only deliver these custom-made pieces individually, but also in larger quantities. If you are interested in using PUUUR for a large project, you can always contact us to discuss the possibilities. This can be done via the contact form or by email: [email protected].
As an interior consultant, I want to use PUUUR furniture in my interior design, is that possible?
It's great to hear that you want to use our furniture in your interior design. To use our furniture for this, we ask you to contact us. This can be done via the contact form or by email. We would like to ask you to provide some additional information about you and your company. We will then contact you as soon as possible to explore the possibility of a possible collaboration.