FAQ
Orders & Payments
Can I receive an invoice for my order?
Yes! Once an order is placed, an invoice is automatically sent to your email. If you need an invoice before placing your order, please contact our customer support team via email. Make sure to include a list of the products you’d like to order, and we’ll be happy to provide an invoice for you.
Can I place a tax-free business order?
Yes! If you have a business that qualifies for VAT exemption, you can register and place your order at www.novattuftingshop.com.
What should I do if there is something wrong with my order?
If an item is missing from your package or you received the wrong product, please contact our customer support team. Make sure to include your order number and a photo of your order, and we will assist you as soon as possible.
Which payment methods do you accept?
We accept the following payments:
- PayPal
- Credit card (Visa/Mastercard)
- iDEAL
- Klarna
Shipping & Delivery
Which shipping carriers do you use?
Our standard courier is DPD, but depending on the destination and time of year, we may also use other carriers:
- POSTNL – Mainly for shipments outside the EU
- DHL – For deliveries to Romania
- UPS – For deliveries to the UK
What is the estimated delivery time?
Shipping within the Netherlands and Belgium usually takes 1-3 business days. For international orders, delivery times may vary depending on shipping conditions.
Do you offer international shipping?
Yes, we ship worldwide! Shipping costs are automatically calculated at checkout.
We ship from the Netherlands, which means taxes are included for all EU member states. If you are ordering from outside the EU, please note that import duties may be charged at the border.
How can I track my order?
Once your order has been packed in our warehouse, you will receive an email with a tracking number. Please check your spam folder if you don’t see it in your inbox. If you are unable to track your order, it is likely because the delivery service has not picked up your package yet. Tracking will only become active once the package has been collected.
What if my package shows as delivered, but I haven’t received it?
If this happens, we recommend first checking if the package has been left outside, delivered to a neighbor, or if the delivery service has left a notice.
In some cases, a package may be marked as delivered while it is still with the driver and on its way to you.
However, if your tracking status doesn’t update after a few days and you still haven’t received your package, please contact our customer support team. Make sure to include your order number so we can assist you as quickly as possible.
Returns & Exchanges
Can I return my order?
If the product you received doesn’t meet your expectations, please contact the customer service, they will assist you with the return process. You can return it within 14 days of receiving your package. Please note that return shipping costs are at your own expense. Once we receive the returned package at our warehouse, we will process your refund. The amount will be credited to your bank account within a few days.
Machine Repairs and Maintenance
What if my tufting machine is broken?
If you’re experiencing issues with your tufting gun, we recommend first performing a running check to ensure the settings are correct. This often resolves many problems. If the issue persists, please contact our customer support team. Make sure to include your order number and a video demonstrating the problem so we can assist you as quickly as possible.
How does the repair process work?
If our customer support team is unable to resolve the issue remotely, we offer repairs through our technical service team.
- Within the warranty period: Repairs are completely free of charge. If the machine cannot be repaired, you will receive a brand-new replacement.
- Outside the warranty period: Repair costs are €25 + shipping costs.
We strive to complete repairs within two weeks, but this may vary depending on the issue.