FAQ

Ordering

How do I place an order?
Place your products in your cart.  If you do this via your My Covvers account, this will go faster, because we already know you.
No account ?  No problem, you just have to fill in your personal information.
To optimize your experience you can create an account, this allows you to follow the ordering process and easily make administrative changes. 

How does the ordering process works?  Which emails do I receive?
Shortly  after completing your order you will receive a confirmation email.  If you have not received a confirmation email after 1 hour, please contact customerservice@covvers.com.
Your order will be custom made and ready between 3-10 working days. The delivery times depend on the availability of our materials.  From the moment your order is handed over to the carrier, you will receive a second email confirmation.
Once your order is effectively shipped, we will provide you with a tracking number.  

How do I change my order? 
Please contact our customer service (customerservice@covvers.com) to change the name, address ,or email address of your order.
If we’ve already shipped your order you can’t change the delivery address.
For more information you can contact our customer service at customerservice@covvers.com with your order number and we will help you further.  

Can I return a product paid for with a gift card?
Yes, it is the same as any other payment method.

Can I cancel my order?
That's possible as long as your order hasn't been sent out for delivery.  You can do so by submitting the request by email :  customerservice@covvers.com. 
You will be informed on this matter by email.  

How soon will I be refunded after a return?
As soon as we have processed your return, we will refund you, it usually takes between 3 to 5 days. 

Advice and help with choosing, what is possible?
We provide various options and advice on our website.
We have divided the collection per theme and it has been put together with the utmost care by our interior designer.
The pillows fit together perfectly within the theme.  But you can also combine cushions outside the themes. 
If you have any questions about this or about a particular choice, you can ask them via customerservice@covvers.com. 

What determines the exact delivery time?
There are two options: 
- All materials are in stock :  the shipment will depart within 3 - 4 days, you will then receive a tracking code so that you can follow your order perfectly.
- Out of Stock :  the delivery time has not yet been determined but your order will be produced, you should take into account a delivery time of approximately 10 working days. Once shipped you will receive a tracking code so that you can follow your order perfectly. 

What if I want to file a complaint?
We will do our utmost to solve your complaint.  This works best by contacting our customer service.  We are available on working days via e-mail at customerservice@covvers.com from 8:30 am - 6:00 pm.

Payment 

How can I pay?
You can pay online with Bancontact (for Belgian customers ), credit card (Visa or MasterCard - max 2.000€ per transaction), PayPal, Ideal, KBC, ING,  Bank transfer (Sepa ) and Covvers' gift cards.

How can I pay with Bancontact? (Belgian customers)
You can pay with Bancontact card and with the Payconiq by Bancontact App.  After ordering your product, choose the Bancontact payment method and confirm the payment with your Bancontact card or with the Payconiq by Bancontact App on your smartphone.  You can also complete the payment with any individual online banking Apps.  Paying with Bancontact is safe and completely free.

Do you have gift cards?
Yes !  You can purchase our gift card online. You can choose from different amounts.
Coupon codes or discount vouchers can not be used to buy a gift card.

Does Covvers have a secure payment environment?
Yes, Covvers has a very secure payment environment.  As soon as you start paying, you will end up in a secure internet environment.  That way, others do not get the chance to secretly watch.  Your transaction data is sent encrypted via a secure SSL connection.  You can recognize a secure SSL connection by the green lock in your browser.

Can I pay with eco vouchers?
No, that's not possible.

Can I pay afterwards?
This is already possible for many countries, because we also offer Klarna. The number of countries where Pay Later from Klarna is available, is evolving rapidly. Check if it is already possible in your country on the Klarna.com website. 

I am a business customer, how can I pay and  receive an invoice? 
That is of course perfectly possible.  After your online purchase, a digital invoice will be sent. Should you have not received an invoice by email, you can request this by sending an email to customerservice@covvers.com. Business customers usually work with an IBAN bank transfer via Sepa. If you choose this option, keep in mind that the production of your order will only start once we have received your payment. This usually takes about 3 working days.
For specific projects and questions, please contact our customer service: customerservice@covvers.com.
We are happy to advice and help you! 

Refunds

How soon will I be refunded after returning?
As soon as we have processed your return shipment, we will refund you within 3 working days.  How quickly you have the money on your account depends on the payment method.  If a voucher or gift card was used, this will be returned to you. 

How do I receive my refund?
We will refund you via the same payment method you paid us.  We will send you a confirmation email when the refund has been made. 

Payment failed or declined

What if I paid twice?
Has the amount been debited twice from your account and have you placed only one order ?  Technically this shouldn't be possible, in the unforeseen event you will of course get this amount back with the highest priority, we promise. 

Why has my credit card payment been declined?
Please check if the maximum amount ( 2.000€ per transaction) is not exceeded. We always check credit card and PayPal payments for susceptibility to fraud. If the case, we can not share with you why the payment was declined. Of course, we assume that you are not committing fraud, but we must keep our control methods secret.Your order will be automatically canceled and we will not charge you anything. Do you still want to receive your order? Then order again and choose another payment method or take the maximum amount per transaction in account. In the event of a refusal, you will not receive an order confirmation.

Why haven't I received an order confirmation?
We automatically check the payments and that takes (some) time, we recommend you to wait for 1 hour.  Due to pressure on our payment platform, a payment is sometimes delayed.  It can take up to one hour before you receive the order confirmation.  Have you not received an order confirmation after an hour ?  Send an email to our customer service (customerservice@covvers.com).  Email us a screenshot of your bank statement showing the transaction number and we will send you the order confirmation.  Also, check your spam box, sometimes your order confirmation will arrive there.
Has no money been debited ? Then the payment has not been successful. You can then place your order again. 

Why is my payment being checked?
We always check credit card payments for susceptibility to fraud.  We believe it is important to protect our customers from fraudsters. 

Delivery and collection options

Can I choose a specific time of delivery for my order?
No that's unfortunately not possible. 

Who is in charge of the  delivery?
Delivery is done by DPD.

 When do I receive a track & trace code?
If the carrier has actually left for you, you will receive a confirmation email with the track and trace code so that you can follow it perfectly. 

 Are there hygienic measures around the delivery?
It goes without saying that the carriers adhere to the current corona measures.

Which countries do you deliver to?
All countries are indicated in the shipping policy, click here for more information. 

Delivery problems

What if I have received the wrong product?
That's not supposed to be, our apologies.  Please contact customerservice@covvers.com immediately and we will look for an appropriate solution. 

Where is my package? What should I do if I have not (yet) received my package?
Check the following:
1. The track & trace code of the parcel. You will find this in your last confirmation email.  Check via the link whether the delivery period has been postponed.
2. The delivery address you entered.  Also, check your zip code.
3. The mailpost.  If you have received a message from one of our delivery partners (DPD), it will indicate where your package is.
4. The delivery may take a little longer than normal in busy periods.  We will keep you informed of any delays via email.

Returns

How do I register my return online?
You can do this easily and quickly via the online return form.
This is important otherwise you can not return. 

What do I have to do to return my product?
1. Register your return via the online return form.
2. We will send you a shipping return number.
3. Prepare your product for the return trip:
Pack it well and tightly with the  original protection cover and packaging.  This way, the chance of damage is as small as possible and we can perhaps make someone else happy with it.  Do you no longer have the original box at home?  No problem, but we have to check the condition of your returned product and might determine a depreciation. Send the item(s) in a Covvers' box or any other sturdy box that you close properly.
4. Write the return number and return address on the outer box.
5. Send the package to
Kunnig 
Department Covvers
Kielsbroek 2
2020 Antwerp
Belgium

Do I have to keep the original packaging? 
Yes, you need to send the cushion with the protection cover.  But you can use any other box as long as it's strong, and sturdy.  The product must fit in completely without pressing. 

What if I have received the wrong product?
Oops, that's not the intention.  Report this to our customer service via www.customerservice@covvers.com.  We are there for you and ensure that you receive the correct order as soon as possible. 

Can I return one of the products from my order?
Yes!  You can return any product from your order separately.  In the online return form you can mention which product you want to return. 

Why did I get less money back for my returned product?
Then your product has probably not been returned in its original condition.  In that case, we must take into account  a depreciation based on the condition of the product.  

Can I return or cancel a product paid for with a gift card?
Yes.  We do not refund the money but you will get a new giftcard.
You can easily register your return via the online return form. 

What are the exceptions to returns?
You understand that you cannot return the following items :
Vouchers, gift cards and coupons.  Even if they have not yet been used.
Products damaged by use.

What are the return conditions?
You must register your return within 30 days after you have received the product.
You will then have another 14 days to return your product. 
Your money will be refunded in the same payment method used.
To receive the full amount, it is important to return your product in its original condition and undamaged.
For more information about our return policy click here. 

Return status

Do I have to pay for the return of my product?
The transport costs and risks are for your own account.

What if I exchange my product for a cheaper or more expensive product?
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

What information should be on the box?
Send within 14 calendar days ( following the day that you have sent the return form) your shipment, together with the delivery receipt , back to the following address with your shipping return number clearly marked on the outer box :
Kunnig
Department Covvers
Kielsbroek 2
2020 Antwerp
Belgium
Keep in mind any return with unidentified sender can not be refunded.

Warranty

How much warranty do I have on my product?
You have a 6 months warranty for invisible defects, but any visible defects should be reported within 5 days in order to offer you the best alternative or solution. 

What if I don't like the product?
That's too bad but returning is of course perfectly possible. However we would like to know the reason so we can improve things for our customers.
You can indicate this on our online return form.

What if my product is damaged?
If there is a visible defect, you can request a return, we ask you to do this as soon as possible and preferably within 5 days after delivery. The return procedure will then start. You can then choose to receive a new item or request a refund or receive a voucher instead.  

How can I clean my cushion?
Each cushion cover contains an international care label, please follow these washing instructions carefully.
The pillow insert is also washable at 40 degrees. (no dry cleaning).  You can use the dryer at a low temperature. 
Failure to follow the washing instructions can mean that the warranty or return of the product or refund will lapse. 

Contact

When can I reach your customer service and how?
Our customer service can be reached by email: customerservice@covvers.com
We are available on working days between 8:30 am - 6:00 pm.