Frequently Asked Questions
Frequently Asked Questions
Have a question? Check the list below to see if we have your answer. If you don’t see your question, send us a note.
Fabrics & Stains
Returns & Cancel Order
Is there a warranty on FEST products? We want you to enjoy your FEST product for many years. That's why we offer a three-year warranty on all of our products. If there's a problem, please find your next steps below: I purchased an item at one of your resellers, and now there's a problem. What do I do? Please contact the reseller you have bought the item from. They will assist you and will contact us if needed. I have bought an item on your website or at one of the FEST stores, and now there's a problem. What do I do? Please send an email to firstname.lastname@example.org as soon as possible including: - a short description of the problem - in case of damage: clear photos of the problem - your order number + the name on which the order is placed We will contact you as soon as possible.
Fabrics & Stains
Is it possible to impregnate furniture to prevent stains? Yes, it is possible to treat our fabric furniture with Protection (by Protexx) Textile Protector. A Protection (by Protexx) treatment protects your furniture from stains and guarantees 5 years of stain-service. Prices depend on furniture size and will be calculated at checkout. Please note: - Protection (by Protexx) is not available for leather. - Woollen Kvadrat fabrics are self-cleaning. For that reason, a Protection (by Protexx) treatment is not recommended. If you like, you can purchase Protection as a 5-year warranty. The price will stay the same. My furniture piece is treated with Protection (by Protexx), but now I have a stain. What to do? Please contact the Protection (by Protexx) supplier as soon as possible. If needed, a stain expert will stop by to remove the stain. This Protection (by Protexx) service is available in The Netherlands, Belgium, and Germany. Call +31(0)55 357 54 11 or email email@example.com Will the fabric of my sofa stay this sleek? Just like a pair of jeans, all fabric will stretch when in use. Creases and wrinkles are part of the product features. Furthermore, furniture filling will always lose some volume. You can avoid this as much as possible be regularly padding the cushions. I have seen an image of beautiful fabric/leather. If I order furniture in that upholstery, will I get the same colour as on the photo? A fabric can look slightly different in real life than it does on screen. When in doubt, we recommend you to come and see the fabric in real life at one of our stores or order a sample. Please note: we use natural unpainted leather, so you might receive a slightly different colour than the swatch or showroom model. I would like to order fabric samples. What do I need to do? You can order up to a maximum of 5 free samples to find out which one matches your style the most. Click here to start your order.
When will my order arrive? Lead-times depend on the product you wish to order. Please check the product description of the item you would like to order for more information. Timing will start after we have received your (down)payment. For furniture, we will ask you to pay for the complete order before we can schedule your delivery. After we have processed your payment, our delivery partner will contact you to set an appointment as soon as your order is ready for delivery.
This is why your order takes a bit longer. Obviously we would like to deliver your order as soon as possible. But unfortunately, it’s taking a bit longer than expected. This could mean 2 weeks, but it could also run up to 6 weeks. We’d like to explain how this happened.
It’s partly due to the summer closure of the factories and partly due to the enormous demand for furniture and home décor in recent months. Because of this, our factories have to wait longer for materials such as wood and HR foam, and a queue has formed to make the products. Again, this creates a snowball effect: due to the increase in products, more transport is needed. The transport companies are therefore busier than usual, which makes transport to the distribution centers take a little longer than normal.
We're very aware of how annoying this must be for you and we’re sorry for the delays and problems that have occurred. That’s why we’re working super hard to find sustainable solutions. As always, we strive to provide you with the fast delivery you are accustomed to from us. What are the shipping costs? Home décor - The Netherlands: free shipping. - Belgium: 5% of the total order amount with a minimum of €4,95. - Germany: 5% of the total order amount with a minimum of €4,95. - European Union: 5% of the total order amount with a minimum of €6,95. All islands on request. - United Kingdom, Switzerland & Norway: temporarily unavailable. Furniture - The Netherlands: full service delivery (free) - Belgium: full service delivery (€60) - Germany: full service delivery (€100) - European Union: doorstep delivery (5% of the total order amount). - United Kingdom, Switzerland & Norway: temporarily unavailable.
What does full-service delivery mean? We offer full-service delivery on furniture in The Netherlands, Belgium and Germany. This means that we deliver your new furniture inside your home and will not leave until it is fully assembled in the room of your choice. If needed, we will add floor pads to your furniture to protect your wooden floor. We will take all packaging material with us when we leave. Important: please check if the ordered furniture will fit your door, lift and/or staircase. If it will not fit, you can ask our delivery partner to bring a moving lift. Additional rental costs may vary per order. I need my furniture quickly. Is it possible to speed up the production process? We understand you are eager to receive your new furniture. Our factories put time and effort into the production of your furniture. We can not make this process go faster. If you quickly need furniture, we recommend choosing from stock. I don't have room for my new furniture yet. Can you store it? Yes, we can store your order for one month, free of charge. After one month, we will charge storage costs. Contact firstname.lastname@example.org for more information.
Returns & Cancel Order
I have bought a home décor item at your WEBSHOP and would like to return it. What do I do? 1. Place the item in the original package and make sure it’s securely packed. Include the original invoice and please fill in the return form. 2. Use the return label to send the item back to us within 14 days. We will take care of the shipment costs. 3. After we have received your package we will transfer the amount back to your account. This can take up to 14 days. I have bought a home décor item at your STORE and would like to return it. What do I do? You can return or exchange the item within 14 days after purchase. Please pack the undamaged product in its original packaging and bring the original receipt. As we don't have any cash in-store we will transfer the amount back to your account. This can take up to 14 days. I have bought a piece of furniture at your webshop or store. Can I cancel my order or return the product? Our furniture is made to order. For that reason, your order can not be cancelled or returned. For more information, please contact email@example.com.
What payment methods do you accept? At our webshop, you can pay by credit card, iDEAL (The Netherlands) or Bancontact (Belgium). At our stores, you can pay by card or FEST gift voucher. We do not take cash. Do you sell gift vouchers? Yes, FEST gift vouchers can be purchased at our stores and are only valid in-store.
What measures do you take to protect my privacy? When you provide personal information or make a payment on our website, this is done via a secure connection. We have our systems up-to-date protected against intrusion, viruses and other attacks. FEST Amsterdam B.V. respects the privacy of all website users and ensures that the personal information you provide will be treated confidentially. Your data is used by us to conduct the orders as quickly and easily as possible. For the rest, we will use this information only with your permission.