FAQ

Zuiver Interior Group and FEST Join Forces

FEST is now part of Zuiver Interior Group. FEST will continue to operate under its own brand name within Zuiver Interior Group, maintaining its unique identity and philosophy. From the consumer's perspective, nothing will change; however, there will be integration and collaboration behind the scenes.

A key part of this acquisition is ensuring the delivery of open orders, so all customers receive the items they have already purchased. FEST will continue under the Zuiver Interior Group's umbrella in a more focused form. The shops in Amsterdam-West and Rotterdam will remain open.

We understand you may have questions about your FEST order or product. Please check the FAQs below for answers. If your question isn't covered, feel free to contact us at service@festamsterdam.nl.

ORDERS & SHIPPING

Can I still place orders on the website? 

Yes, it’s possible to place an order on our website.

I ordered a Made To Order item. What will happen to my existing order?

Our delivery partner will resume all deliveries starting on the 16th of August. We will personally inform all customers about the status of their orders. 

Customers with orders that are ready for delivery or were already scheduled for delivery will be contacted as soon as possible to arrange a (new) delivery appointment. If there is still an outstanding balance, you will first receive a final invoice. Once payment is made, delivery will be scheduled.

Customers with orders that are still in production will be provided with an update as soon as possible. Please be aware that our factory has experienced a temporary shutdown, so your order may have a longer lead time.

I ordered a stock item. What will happen to my existing order?

The item you ordered is in stock in our warehouse. Our delivery partner will deliver all orders as soon as possible. 

Can I collect my order from the FEST store or your warehouse?

No. Unfortunately, it is not possible to collect your order from our warehouse or in store. Our logistics partner will deliver your order to the given address. In the Netherlands and Belgium, we offer a full service delivery. 

Can I cancel my unfulfilled order and get a refund?

Whether you can get a refund for your unfulfilled order depends on the product you ordered:

Made To Order Items: Unfortunately, a full refund is not possible because the production of your order has already started. Because of this, the production costs will be charged after canceling your unfulfilled order. 

Stock Items: Your order is already in the process of being delivered. However, if you wish to return your order for a refund, please contact service@festamsterdam.nl.

Will customer service still be available?

We apologize for the lack of communication in the past few weeks. Our customer service team is now up and running again, and we're doing our utmost to answer your questions as soon as possible. However, please note that response times may be longer than usual due to the high number of inquiries. We appreciate your patience and understanding.

What happens to returns and exchanges?

At the moment, returns and exchanges cannot be processed under normal circumstances. If you wish to return a product for a refund, please contact us at service@festamsterdam.nl.

If you have already returned an order and have not yet received a refund, please reach out to us at service@festamsterdam.nl including your order number.

When will I be able to place an order online or in one of the stores again?

Online: it’s possible to place an order on our website. 

Stores: our Amsterdam West and Rotterdam stores have reopened with their usual opening times. However, please note that our locations in Amsterdam Van Woustraat, Utrecht, Antwerp, Ghent, and Brussels have unfortunately closed and will remain closed. We look forward to serving you at our Amsterdam West and Rotterdam stores.

What are the current lead times?

Lead times are currently longer than usual, approximately 15-17 weeks. This is due to the transition period and the summer holiday of our production partners. From the 15th of September, lead times will return to normal, at around 8-10 weeks.

Is it possible to make a smaller down payment?

Yes. It’s possible to make a down payment of €100 for your order. 

MAINTENANCE & CARE

Is my Protexx stain guarantee still valid?

Yes.

Is it possible to protect your furniture against stains?
Yes, you can choose to treat fabric furniture with Protection (from Protexx) Textile Protector. Dirt and spilled liquids often quickly penetrate the fabric fibre and can be challenging to remove. With a Protection by Protexx treatment, the fabric is impregnated, preventing this and making it easier to clean. This treatment comes with a 5-year warranty, which means that any common stains*, if necessary, will be professionally cleaned at your home.
*For stains caused by human bodily fluids, other mammals, food and drinks.

My furniture has been treated with Protection (from Protexx), but I still have a stain on my furniture. What can I do?
In this case, please contact our partner Oranje Concepts within 48 hours at +31(0)88 111 0550 or customercare@oranjeservicecloud.com, or make a direct report here. Afterward, Oranje Concepts will get in touch with you as soon as possible, and if necessary, they will come to your home to clean the stain.

I've chosen Protection (from Protexx) for my furniture, what are the costs?
The price of Protection (from Protexx) depends on the size of the furniture and will be calculated in the shopping cart. For example, a dining chair costs €25 per seat, while a sofa or armchair costs €50 per seat.

Will the upholstery on your sofas remain so sleek? 
Just like with a new pair of jeans, the fabric on the sofas may stretch slightly with use. Some creasing is unavoidable. Additionally, the padding of the sofa may lose some volume; this is also a natural property of the sofa. You can minimize this by regularly plumping the cushions.

I've found a beautiful fabric. If I order a piece of furniture with that upholstery, will it look exactly like the photo?
The colour of a fabric can appear slightly different on a screen than in reality. If you have doubts, we recommend visiting the store to view the fabric in person or ordering a fabric sample.

I want to request fabric samples. How can I do this? 
You can request up to 5 free fabric samples to review at home. Click here to order your samples.

How can I best maintain the fabric of my new piece of furniture?
For advice on maintaining your FEST furniture, we recommend reading our Care Guide. It provides the right tips to keep your fabric looking beautiful for as long as possible.

Can I have my FEST furniture reupholstered by you?
We do not offer reupholstering services or loose covers for our furniture.

Which sofas are modular, and how do they work?
Almost all our sofas are modular, except for the Regular, Natural, Huf, and Sinclair sofas. Our modular sofas come with connectors between the elements. These connectors can be easily attached to each other, securing the elements together. This gives you the freedom to customise the sofa configuration to meet your needs and living space. It's also possible to place the elements separately. If you need assistance in assembling your ideal sofa, we're here to help. You can visit one of our stores or schedule an interior advice session on our website.

I have my eye on a FEST table; can the length be customised?
Unfortunately, the table dimensions are fixed. The length cannot be adjusted. We offer the table in the available sizes as listed on our website.

I want to purchase a FEST piece of furniture, but how do I know if it will fit through my front door?
To determine in advance whether your new furniture will fit through your front door and in its intended space, we recommend consulting The Perfect Fit Guide, which provides detailed instructions on measuring your door frame and living space.

Do you have maintenance advice for your sofas?
For advice on maintaining FEST sofas, we recommend reading our Care Guide. It contains the right tips to keep your sofa looking beautiful for as long as possible.

Do you have maintenance advice for your table tops?
For advice on maintaining FEST table tops, we recommend reading our Care Guide. It contains the right tips to keep your tabletop looking beautiful for as long as possible.

Do you have maintenance advice for your rugs and throws?
For advice on maintaining FEST rugs and throws, we recommend reading our Care Guide. It contains the right tips to keep your rug or throw looking beautiful for as long as possible.

Is a home accessory always in stock in FEST shops and can I reserve an item? 
There is always a chance that an item is out of stock. To ensure an item is in stock before you come, you can always call the shop near you. Please note that we (unfortunately) cannot reserve items for you.

The item I want to buy is sold out in the shop, will it come back in stock? 
We advise you to contact us at service@festamsterdam.com, so we can inform you about the availability of the item.

How do I find out which furniture is in the FEST shops?
All our shops display the widest possible selection of showroom models, with various fabric and colour options. So you can get an idea of what fabrics look like for your sofa, and the best part: test the comfort. If you want to make sure you can see and test a specific piece of furniture when you visit the shop, we recommend calling the FEST shop of your choice in advance. Then we can inform you about availability before you visit.

I see that you offer various shopping services, where and how can I make use of them?
Choosing new furniture can sometimes be quite a challenge, so we are happy to help you with the following services: 

Free fabric samples -  Deciding whether a fabric suits your interior based on a picture in the webshop or a showroom model in the shop is not always easy. Choose your 5 favourite fabrics here and get free fabric samples delivered to your home. These samples are also available in our shops so you can take them home with you.  

Free interior advice - Our Interior Design Specialists give free, no-obligation interior advice. In store or online - whichever suits you best. Make an appointment here. Of course, you can also drop by one of our shops. We are always ready to give you advice. Make an appointment here.

Mini Cinema - Come and try out your favourite sofa(s) in our mini cinema*, where we provide snacks, drinks and a good Cinetree film. All that's left for you to do is chill out. Make an appointment here. 

*Only available in our shop in Amsterdam-West and in Ghent.

I'm looking for new furniture and see that you also offer interior advice, what exactly does this entail? 
That's right, we are happy to help you put together your perfect interior. Decorating your home is fun, but can also be tricky. Which sofa is child-, cat- and partner-proof? And how do you give that tiny living room the spaciousness of a ballroom? A piece of cake for our Interior Design Specialists, who will be happy to provide you with free interior design advice.

How does it work?

Step 1: Make an appointment 
Click here to book an interior design consultation in one of our shops or via video call.

Step 2: Get ready 
Collect whatever comes in handy for the session (from photos, floor plans and measurements to mood boards and FEST favourites; everything is welcome). In our interior quiz, we'll ask you some questions beforehand and you can upload everything.

Step 3: Get advice
In 45 minutes, you’ll receive detailed advice on which products (and in which versions) are most suitable for your specific living situation and wishes, help with any stumbling blocks and answers to all your questions on colours and materials. Based on your input and our 3D tools, together with the specialist you will create the perfect visual plan for your dream interior.

Step 4: Make the magic happen
Bring your dream interior to life by placing an order, or let all the knowledge you have gained sink in. The consultation is completely non-binding, so you are not obliged to do anything. Even afterwards, we are available free of charge for questions and are happy to think together with you.

When can I expect my order?
Delivery times vary per product. You will find the expected delivery time on the product page of the item you want to purchase. The delivery time starts from the moment your (down) payment has been processed.

Click here for a complete overview of delivery times.

What are the shipping costs?

Home accessories:

 - Netherlands: free delivery for an order amount of € 100. For an order amount under € 100, the shipping costs are € 4.95.

- Belgium: free delivery for an order amount of € 100. For an order amount under € 100, the shipping costs are € 4.95.

- Germany: free delivery for an order amount of € 100 or more. For an order amount below € 100, the shipping costs are € 6.95.

- Other countries within the European Union: free delivery for an order amount of € 100 or more. For an order amount under € 100, the shipping costs are € 9.95.

Exceptions exist for:

- Bulgaria, Greece and Hungary: free delivery for an order amount of € 100 or more. For an order amount under € 100, the shipping costs are € 14.95.

- United Kingdom, Switzerland and Norway: temporarily unavailable.

Furniture:

- Netherlands: full-service delivery (€ 79).

- Wadden Islands: door-to-door delivery (€ 300).

- Belgium - Flanders: full-service delivery (€ 99).

- Belgium - Brussels: full-service delivery (€ 99).

- Belgium - Wallonia: full-service delivery (€ 99).

- Germany - West (zone 1-2): full-service delivery (€ 200).

- Germany - East (zone 3-4): full-service delivery (€ 300)

- France - North (zone 1-2): door-to-door delivery (€ 200).

- France - South (zone 3-5): door-to-door delivery (€ 300).

- Other countries within the European Union: door-to-door delivery (between € 200 and € 700).

- United Kingdom, Switzerland and Norway: temporarily unavailable.

Click here for a complete overview of shipping costs.

What does full-service delivery mean?
In Belgium, the Netherlands and Germany, our furniture is delivered full-service (in the absence of a lift, up to the second floor). This means that we will not leave until your new purchase is installed and in the location you want. We neatly take all packaging material with us. Please note: check in advance whether your order will fit through your door, lift and/or stairwell. If in doubt, consult The Perfect Fit Guide, where we detail how to measure your door frame and living space. If the furniture does not fit through your door, lift and/or stairwell, ask us to bring a moving lift. Please note: this involves additional costs.

What does door-to-door delivery mean?
In European countries other than the Netherlands, Belgium and Germany, we deliver to your front door. Unlike full-service delivery, this does not include lifting and assembling your order. This means that you must provide sufficient hands and/or a moving lift to get your new addition into place. Please note: check in advance whether your order will fit through your door, lift and/or stairwell. If you are in doubt, consult The Perfect Fit Guide, in which we describe in detail how to measure your door frame and living space.

I ordered made-to-order furniture. What is the further order process?
After you have placed the order, you will receive an email within 1-2 weeks with the expected delivery time of the furniture to our warehouse. Once the furniture has arrived at the warehouse, we will send you the final invoice with a payment link.

After payment of the final invoice, you will receive an email with which you can plan a suitable delivery time. If you need a moving lift you can notify us by email whilst scheduling the delivery. You will receive a specific time slot the evening before delivery. On the delivery day itself, our logistics partner will send you a text message in the morning containing a link with which you can follow the delivery drivers live.

The delivery people install the furniture in the designated area in the house. All you have to do is enjoy your new sofa. 

Can my order also be picked up in the FEST store or can I pick it up at your warehouse?
Unfortunately, it is not possible to have your order delivered to the store or to collect it yourself from the warehouse.

I don't need my furniture(s) yet, can my order be delivered later?
That's no problem. As soon as you receive the message that the order has arrived at the warehouse, the order can remain there for 4 weeks free of charge. After this, the storage costs are € 35 per week. You can pay these costs directly when scheduling delivery.

Can I give my old sofa to the delivery people?
Unfortunately, we do not offer this service. 

I need a moving lift, can you arrange this for me?
We can indeed arrange this for you for deliveries in the Netherlands and Belgium. You can let us know while scheduling the delivery by responding to the email. Please note that there are costs involved. Unfortunately, we do not offer this service for deliveries outside the Netherlands and Belgium.

I would like to change my delivery address, is this still possible?
That's no problem. Please contact us at service@festamsterdam.com to change your address.

I want to change my delivery appointment, is this still possible
You can change your delivery appointment up to 5 working days before the planned delivery date. Contact us at service@festamsterdam.com. We will do our best to accommodate your new schedule. If you want to change your delivery appointment less than 5 days before the delivery date, please contact our logistics partner to discuss the options. Please note that free changes within 48 hours are not possible.

I want to change my delivery appointment within 5 days before delivery, what are the options?
In most cases, this is still possible. Please contact our logistics partner at fest@lefbv.nl. Please note that free changes are no longer possible within 24 hours. We will do our best to accommodate your new schedule.

My order was delivered damaged, what should I do?
We’re sorry to hear that your item was damaged. We would like to ask you to inform us of this within 48 hours via service@festamsterdam.com. We would like to receive photos of the damaged item, the packaging, the order number and the shipping label. We will then take up the matter with our Logistics partner and we will search for a suitable solution together with you.

I purchased a home accessory in your webshop, but I want to return it. How does this work?
1. Pack the undamaged item securely in the original packaging, enclose the original invoice and the completed returns form. Stick the enclosed shipping label on the box (note: this can also be behind the original shipping label, in the plastic sleeve on top of the box).

2. Return the item within 14 days. We will cover the shipping costs.

3. After we have received the package in good order, we will refund the purchase amount to your account within 14 days.

I purchased a home accessory in your store and would like to return it. How does this work?
You can return or exchange the item in store within 14 days of purchase. The condition is that the item is undamaged and in the original packaging, and you can provide the receipt.

I purchased a home accessory in your webshop and would like to return it to the store. How does this work?
Thanks for making a purchase in our webshop. Unfortunately, it is not (yet) possible to return an online purchase in one of our stores. You can return the item using the shipping label provided. We will cover the shipping costs.

I bought a rug / small piece of furniture in your webshop and want to return it. How does this work?
We’re sorry that the FEST item is not entirely to your liking. In this case, please contact us at service@festamsterdam.nl and we will schedule a pickup for you and provide you with a shipping label.

I have placed an order for home accessories and would like to cancel or change it. Is that possible?
We can make changes or cancel the order within 30 minutes after placing your order. Please contact us at service@festamsterdam.nl. After this time frame, the order process is completed and unfortunately no further changes can be made.

I have ordered a piece of custom-made furniture and would like to cancel or change it. Is that possible?
Canceling or changing an order for custom-made furniture is free of charge within 5 days of placing the order. After this, it is unfortunately no longer possible to make a change or cancellation free of charge. In both cases, please contact us at service@festamsterdam.com.

I have ordered a piece of furniture from your stock and would like to cancel or change it. Is that possible?
Canceling or changing an order for furniture from our stock is possible and free of charge up to 5 days before delivery. Please contact us at service@festamsterdam.com.

Do you provide a warranty for your products?
We aim to ensure that you can enjoy your new purchase for an extended period. That's why we offer a 3-year warranty on all our products. This warranty covers manufacturing defects and any imperfections that may occur during normal use.

I purchased a FEST product from one of your retailers, but my product has issues. What should I do?
Please contact the reseller you have bought the item from. They will assist you and will contact us if needed.

I bought a FEST product on your website or in one of the FEST stores, but my product has issues. What should I do?
In this case, please send an email to service@festamsterdam.com. Describe the issue and, if possible, attach photos or a short video to illustrate the problem. Don't forget to mention your order number and the name under which the item was ordered.

It's possible that the issue is related to "normal wear and tear’ check our Care Guide for information about the product and maintenance advice. If you still have questions, please contact us at service@festamsterdam.com.

We strive to efficiently and quickly resolve any problems so that you can enjoy your FEST product(s).

What serves as the warranty document for my item?
The warranty document is the invoice with the order number. This document serves as proof of purchase and warranty. Please keep it safe for any warranty claims or inquiries about your purchase. The items covered under the warranty are listed in our terms and conditions.

How can I pay in your webshop?

In our webshop, you can choose to pay in full immediately, with your credit card or via iDEAL, Bancontact (Belgium), Paypal, SOFORT or Giropay (Germany), or in three instalments, via in3.

How does paying in instalments work?

If you choose to pay via in3 at checkout, the system will perform a quick data check. You then make your first instalment payment immediately, after which your order is dispatched. Within 30 days, you make the second payment and within 60 days, the third. The amount you pay is always one third of the total amount. In3 charges 0% interest and works without BKR registration, because you're sent a handy reminder with an iDEAL payment link for the second and third instalment, with no direct debit taking place. You can find more information and all terms and conditions on the in3 website.

How can I pay in your stores?

In FEST stores, you can pay by debit or credit card. We do not accept cash. Payment in instalments is not possible in our stores.

I want to order custom-made furniture, what are the payment terms?
You can buy custom-made furniture both in our stores and in our webshop. This requires a down payment of 25% of the total purchase amount, including delivery and any Protexx order costs. Once the furniture reaches our warehouse, you will receive the final invoice. The remaining 75% of the amount must be paid before delivery is scheduled. Once this payment has been made, our logistics partner will deliver the furniture to you.

I want to order in-stock furniture, what are the payment terms?

You can order in-stock furniture in our stores. You must then pay the full amount immediately, including delivery costs and the costs for any Protexx order.

Do you also sell FEST gift cards?

Unfortunately, we do not currently sell gift cards. If you choose to give a FEST item as a gift, but it's not entirely to your liking, the item can be exchanged within 14 days in its original packaging.

What do you do in terms of privacy protection?
FEST Amsterdam B.V. respects the privacy of all users of its website and ensures that the personal information provided is treated confidentially. When you provide us with your personal data or make a payment on our website, this is done through a secure connection. We have updated and secured our systems against intrusion, viruses, and other attacks. Your data is used by us to facilitate your orders as quickly and easily as possible. For more information, please read our complete privacy policy.

I am a retailer and would like to sell FEST products, is that possible?
We'd be happy to discuss the possibilities with you. You can contact us at sales@festamsterdam.com.

Do you also supply FEST furniture to the project market?
Please get in touch with us at sales@festamsterdam.com, and we can discuss the options together.

How can I contact the press department?
You can reach our press department at press@festamsterdam.com.

1. What are the shipping costs?

The shipping costs may vary, depending on where you live. You can find an overview of the shopping costs here.

2. When can I expect my order?

The lead times may vary per product. Wondering when you can expect your purchase? Check out the expected lead time on the product page of the product you’d like to buy. You can start the countdown from the moment your (down)payment has been processed. Online orders are nog eligible for pick up.

3. Is there a warranty? 

Yes! We want you to enjoy your purchase for many years. That's why you’ll receive a warranty period of three years. Also, we were in a good mood. 

4. I have a promo code. Can I use it during the Summer sale? 
It’s not possible to combine this sale with other promotions, like promo codes.

5. Do showroom models from the FEST stores also participate?

Nop! Showroom models do not participate in the Summer sale. 

6. Can I return the products if I’m not satisfied?

Of course, see our return policy here.

7. Does the discount also apply to Protexx?

No. The discount only applies to selected FEST products and not Protexx.

8. Is it possible to store the stock furniture?

It's not possible to store stock items for a longer period of time. This is due to quick ship delivery. You can find the estimated delivery time on the specific product page.