FAQ & Contact

Need help?

[powr-faq id="31e25b8a_1563203767"]

Company details

 

Stoov B.V.
Rembrandtlaan 14A
3723 BJ Bilthoven
The Netherlands
 

In order to be of good service to you and to ensure that we can respond to your question or request quickly and accurately, we only work by email.

[email protected]
For customer service

[email protected]
For media & PR inquiries

[email protected]
For general inquiries

Frequently asked questions

1. Returns
1.1 Can I return the product?

Yes you can within 30 days, without a reason. Of course we would love to hear what the reason is that you do not want the product.

Whatever the reason, you may cancel your order up to 14 days after receipt without giving any reason.

  • 14 days reflection period, after receipt of your product.
  • After cancellation you have 14 days to return your order. The costs for return are for your own account.
  • We will refund you the purchase price within 14 days, when we have received your order back in good order.
1.2 How do I register the return?
Option 1: Via your Stoov account
1.3 How should I pack the return?

Send the product in its original condition and in it's original box together with:

  • The original packing slip. Please highlight the product/s that you are returning
  • If you do not have the original packing slip, please us this form to send with your returns
1.4 How do I exchange a product?

Do you want to exchange your product? Please return the product through the process above and we wil refund you. Please order your product of choice on our website.

1.5 Will I get my full purchase amount back?

If you return all parts that you have received, the cushion and parts have no visible signs of use, missing accessories or missing packaging, you are entitled to the full purchase amount and any shipping costs.

1.6 Where should I send the return?

Please use a postal service of your choice to send us your return to this adress:

WeFulfil B.V.
o.v.v. Stoov Returns
Nijverheidsweg 12
3762 ER Soest
The Netherlands

1.7 Will I be reimbursed for shipping costs for return?

No. The costs for returning the package are for your account.

If you want to change or cancel the order, we advise you to contact customer service. Unfortunately, when the order has been sent, we cannot change anything.

1.9 When will I get my money back from returned products?

You will receive your money back within 14 days after receiving you return.

1.10 Can my return shipment also be collected?

It is only possible to return an order by means of delivery. We do not have a collection service.

2. Shipping
2.1 What are the shipping costs?

That is different for every country. For an order of € 98, ​​shipping costs in the EU are free. Shipping cost are shown during check out.

2.2 My package did not arrive on time, what should I do?

Contact the package delivery. Make sure you have the Track & Trace code. This allows them to quickly find out the status of the delivery.

2.3 Can I follow my order?

Yes, it is possible to follow your order. After your order has been shipped you will receive a Track & Trace code with which you can track the status of your order.

2.4 When will I receive my order?

We aim to ship your package within 2 business days.

2.5 Can I come to collect my product?

This is not possible. Do you want to have your product directly in your hands? Please visit one of our sales points.

2.6 Can I have an order sent to a foreign address?

Yes, it is possible to send your package abroad. Just indicate in the ordering process that the shipping address is different from the billing address.

2.7 Is it possible to choose a date for the delivery of my item?

No, this is not possible with us.

3. How does it work?
3.1 I can't find the manual

You can download the manual for Ploov USB, Big Hug USB and the Homey here as pdf: Manual pdf