Frequently asked questions.

Do you have any questions about our products, your order or anything else? Have a look at the frequently asked questions below. If your answer to your question is not listed here, you can always contact our customer service via +316 28142097.

What is your question about?

Shipping.

To provide clarity, we have detailed our processing and shipping timelines based on the type of product you have ordered.

For Poufs, Pillows, Floor Cushions & Other In-Stock Accessories

  • Processing Time: Orders are typically processed and dispatched within 1-2 business days.
  • Estimated Shipping Times (after dispatch):
    • Netherlands, Belgium, Germany, Luxembourg, Denmark: 1-2 business days
    • UK, France, Spain, Italy & other EU countries: 2-4 business days
    • USA & Canada: Approximately 10 business days

For In-Stock Rugs

  • Processing & Inspection: To ensure the highest quality, every rug undergoes a thorough final inspection and is carefully packaged. Please allow up to 10 business days for this process before your rug is dispatched.
  • Shipping Time: Once dispatched, the standard shipping times listed above apply.

For Custom-Made Rugs

  • Artisanal Production Time: Creating your unique, handcrafted rug is a special process that typically takes 2 to 3 weeks.
  • Inspection & Dispatch: After production, your custom rug undergoes the same rigorous inspection and packaging process and will be dispatched within 10 business days of its completion.
  • Shipping Time: Once dispatched, the standard shipping times listed above apply.

Please Note: If there is an unexpected delay in preparing your order, we promise to contact you directly via email to keep you fully informed.

We are pleased to offer complimentary shipping to all our customers in the UK, Switzerland, and the entire European Union.

  • Enjoy Complimentary Shipping to the UK, Switzerland & the EU If your delivery address is in the United Kingdom, Switzerland, or any EU member country, you will pay no shipping fees. The free shipping is applied automatically at checkout—no calculations are needed.
  • For All Other International Customers (USA, Canada, etc.) For our valued customers in other parts of the world, we offer competitive shipping rates that are calculated automatically and transparently at checkout. Simply add your items to the cart, proceed to checkout, and enter your delivery address. The exact shipping cost will be clearly displayed before you are asked for payment details, ensuring no surprises.

Yes, we proudly offer complimentary free shipping on every single order to the UK, Switzerland, and all countries within the European Union.

There is absolutely no minimum order value to qualify. Whether you are purchasing a single pillow cover or redecorating an entire room, the shipping is on us. The price you see for the product is the final price you pay.

Yes, tracking your order is a simple, automatic process. As soon as your order is dispatched, we will send a Shipping Confirmation email to the address you provided at checkout. This email will contain your unique tracking number and a direct link to the carrier’s website (e.g., DPD) to view real-time updates on your delivery’s progress.

Can’t Find Your Confirmation Email? Please check your spam or junk folder. If you still cannot locate it or have any questions, please do not hesitate to contact us. We are happy to look up your order status for you.

We understand it is concerning when an order is delayed. If your estimated delivery date has passed, please follow these steps:

  1. Check Your Tracking Information: The tracking link in your Shipping Confirmation email provides the most up-to-date information from the courier, including any transit delay updates.
  2. Allow 1-2 Additional Business Days: Couriers can sometimes experience minor delays. Packages often arrive within this extra window.
  3. Contact Us Directly for Assistance: If the delivery date has passed by more than two business days and the tracking has not been updated, please contact us with your Order Number at info@poufspillows.com or via WhatsApp at +31628142097. We will immediately launch an investigation with our shipping partner to locate your package.

While we take immense care in packaging, we are here to resolve any issues that occur during transit.

  • If your order arrives damaged We are very sorry your order did not arrive in perfect condition. Please contact us within 48 hours of delivery. To help us resolve this quickly, please email clear photos of both the damaged item and the packaging to info@poufspillows.com, along with your Order Number. We will immediately arrange for a free-of-charge replacement.
  • If an item is missing from your order We sometimes ship orders in multiple parcels. Please first check your shipping confirmation email for multiple tracking numbers. If there is only one tracking number or if the second parcel has not arrived after a few business days, please contact us for assistance.
  • A note on handmade items: Please remember that every item is handmade. Small variations in texture, color, or stitching are not flaws but rather the beautiful signs of authentic, artisanal craftsmanship.

Yes, we ship our Moroccan handicrafts worldwide. We offer Delivered Duty Paid (DDP) shipping on all international orders. This means we cover all import duties, taxes, and customs fees on your behalf. The price you see at checkout is the final price you will pay, with no surprise charges upon delivery.

  • UK, Switzerland, and the European Union: Shipping is 100% FREE.
  • All other international destinations (USA, Canada, etc.): A competitive shipping fee is calculated and displayed at checkout.

Yes, this is possible, but action must be taken quickly.

  • If your order has NOT been dispatched: Contact us immediately at info@poufspillows.com or WhatsApp +31 628 142 097 with your order number and the correct address. We will confirm once it is updated.
  • If your order HAS been dispatched: Once the parcel is with our courier, we can no longer change the address in our system. However, you can use the tracking number on the DPD website or app to manage your delivery, which often includes options to redirect the parcel to a new address or a local pickup point.

We advise double-checking your address at checkout and contacting us immediately if you notice an error.

Yes, we offer flexible delivery options.

  • P.O. boxes: We can ship smaller items to P.O. Boxes. However, larger items like filled poufs are often too big for standard P.O. Box lockers, so we recommend a residential or business address for these products.
  • Military (APO/FPO) addresses: We are proud to ship to all APO/FPO addresses.
  • Future/scheduled delivery: If you need your order to arrive on or after a specific date, please add a note in the “Order Comments” section at checkout, and we will time the shipment accordingly.

Our packaging is designed for maximum protection and sustainability. We use a two-layer system: a sturdy, double-walled cardboard box and a waterproof, tear-resistant inner foil. This ensures your item is protected from impacts, moisture, and dirt.

Our packaging materials are made from recycled and recyclable content, and our supplier actively supports reforestation foundations. You can be confident your order is packaged with respect for both the product and the planet.

Payment.

We offer a wide variety of secure and convenient payment methods to make your checkout process as smooth as possible. You can choose from any of the following trusted options:

  • Credit & Debit Cards: We accept all major cards, including Visa, Mastercard, and American Express.
  • PayPal: A fast and secure way to pay using your PayPal account.
  • Direct Bank Payments: iDEAL (for the Netherlands), Bancontact (for Belgium), KBC/CBC Payment Button, and SOFORT Banking (Pay Now).
  • Buy Now, Pay Later: Klarna, which allows you to pay later or slice your payment into installments.

For Business or B2B Orders: If you are purchasing on behalf of a company and require a formal invoice, please email us at info@poufspillows.com with your desired order, and we will happily provide a proforma invoice for payment via bank transfer.

We take the security of your personal and payment information with the utmost seriousness.

  • Secure Connection (HTTPS): Our entire website runs on a secure, encrypted connection. You can verify this by looking for the padlock icon in your browser’s address bar.
  • Trusted Payment Processor (Mollie): All payments are processed by Mollie, one of Europe’s leading and most secure payment service providers. We do not handle or store your sensitive credit card information directly on our servers.
  • Compliance with Privacy Laws: We strictly adhere to all European privacy laws (including GDPR) to handle your personal information with care and transparency.

You will receive two key email confirmations.

  1. Order Confirmation Email: This arrives immediately after your purchase and serves as your receipt.
  2. Shipping Confirmation Email: This arrives once your order leaves our warehouse and contains your tracking information.

If you don’t receive your Order Confirmation email within 15 minutes, please check your spam/junk folder first. If it’s not there, please contact us, and we will happily confirm your order status for you.

Yes, it is often possible, but time is very important. Please contact us immediately via email (info@poufspillows.com) or WhatsApp (+31 628 142 097) with your order number and your request.

If your order has not yet been shipped, we will do our very best to accommodate your request. If it has already shipped, the best solution is to receive the delivery and then initiate a free and easy return.

On the checkout page, as you fill in your shipping details, look for a field labeled “Discount code” or “Gift card.” Type your code into this box and click “Apply.” You will see the discount immediately reflected in your order total.

Don’t have a discount code? Sign up for our newsletter at the bottom of our website, and we’ll instantly send you a welcome discount code to use on your first order!

First, please double-check that the code is spelled correctly and that it has not expired. If it’s still not working, you have two easy options:

  1. Contact us before you order (recommended): Send us a quick message on WhatsApp or email, and we can solve the issue for you right away.
  2. Place your order anyway: Go ahead and complete your purchase. Afterward, email us your order number and the code you were trying to use. We will happily manually refund the discount amount back to you.

Yes, we do! We have partnered with Klarna to offer you more convenient ways to pay. At checkout, simply choose “Klarna” as your payment method to be guided through a simple process to pay later or split your purchase into interest-free installments.

No. The price you see for our products is the final price you will pay. We do not add any sales tax at checkout, including for our customers in the USA. The price shown on the product page already includes any applicable VAT.

While we do not have a customer account system on our website, your email inbox serves as your complete order history. Simply search your inbox for emails from “Poufs&Pillows” or info@poufspillows.com to find all your past order and shipping confirmations. If you can’t find something, we are always happy to look it up for you.

Yes, we would be delighted to help make your gift extra special! We can include a complimentary handwritten note and can gift wrap your items. To request this service, simply add a note with your request in the “Order Comments” box on the checkout page, or send us a message immediately after ordering with your order number.

Returns.

We want you to be completely happy with your purchase from Poufs&Pillows. If for any reason you are not, we have made our return process as simple and straightforward as possible.

  • Return window: You have 14 days from the date of delivery to notify us that you would like to return an item.
  • Cost: Returns are completely free for customers in the UK, Switzerland, and the European Union.
  • Condition: Items must be returned in their original, unused condition.
  • Refund: You will receive a full refund to your original payment method.
  1. Send us an email: The easiest way to begin is to simply reply to your original Order Confirmation email. Alternatively, you can send a new email to info@poufspillows.com.
  2. Include your details: In the email, please state that you would like to initiate a return and make sure your Order Number is included.
  3. Let us know why optional): If you’d like, please let us know the reason for your return. Your feedback is valuable and helps us improve.

What happens next? Once we receive your return request, we will reply within 24 hours with a pre-paid DPD return shipping label and clear instructions on how to package your item and arrange for its return.

Our return policy is designed to be both clear and flexible. The official timeframe is that you have 14 days from the date you receive your item to notify us that you would like to make a return.

However, we have a flexible and human approach. The most important step is to send us that first email within the 14 days. Once you’ve done that, the pressure is off. If you need a few extra days to send the package back because you’re on holiday or busy, that is absolutely fine. Just keep in touch with us.

We have designed our process to be as simple and transparent as possible.

For a return (to receive a refund):

  1. Email us: Please send an email to info@poufspillows.com, preferably by replying to your original Order Confirmation email.
  2. We send you a return label: We will reply (typically within 24 hours) with a pre-paid DPD return shipping label and clear instructions.
  3. Send the item back: Carefully package the item in its original condition, attach the label, and drop it off at a DPD service point.
  4. Your refund is processed: Once we receive the returned item, we will process your full refund back to your original payment method.

For an exchange (to swap for another item):

  1. Email us: Please send an email to info@poufspillows.com with your original Order Number and a link or name of the new item you’d like to exchange for.
  2. We coordinate the exchange: We will confirm the availability of the new item and send you the pre-paid DPD return shipping label for your original item.
  3. Send the original item back: Carefully package the original item, attach the label, and drop it off at a DPD service point.
  4. We ship your new item immediately: To ensure you get your new piece as quickly as possible, we will dispatch your new item as soon as we see that your return package is on its way back to us via the DPD tracking system.

We are. At Poufs&Pillows, we proudly offer 100% free returns and exchanges for all our customers in the UK, Switzerland, and the European Union. We will provide you with a pre-paid DPD shipping label at no cost to you, and we will not deduct any shipping fees from your refund.

We trust our customers and ask that the item is returned in the same beautiful, new condition that you received it in. As long as it hasn’t been used, stained, or damaged, you will be eligible for a full refund.

What if the item was damaged when it arrived? This policy does not apply. If the damage happened during the initial shipping to you, that’s on us. Just let us know right away, and we will sort everything out for you with a replacement or a full refund.

We make this a top priority. We process all returns within 24 hours of the item arriving back at our warehouse on business days. At that moment, we will initiate your full refund and our system will send you a confirmation email.

Please note that after we initiate the refund, it can take a few business days for the funds to appear in your account, depending on the processing speed of your bank or credit card company (typically 3-5 business days).

If this has happened, we are truly sorry. Please contact us right away via email (info@poufspillows.com) or WhatsApp (+31 628 142 097) with your Order Number and a quick photo of the item you received. We will immediately ship the correct, perfect item out to you at no charge and provide a free, pre-paid return label for the incorrect item.

Looking for a different colour instead? If you’d prefer to exchange for a different item, just let us know! We are happy to start our “See Your Piece” service for you to ensure you find the perfect one. This means that we will send you photos of specific products, so you can find the exact one that you want!

Yes, absolutely! Our main goal is to ensure you have a piece in your home that you truly love. The process is simple:

  1. Browse our website: Take a look through our collection to find the new item you would like instead.
  2. Email us: Send an email to info@poufspillows.com with your original Order Number and a link or name of the new item you’d like to exchange for.
  3. We’ll handle the rest: We will confirm the availability of the new item and guide you through the simple exchange process, which includes free return shipping for your original item.

A note on handmade variations: As all our products are handmade, you may notice slight, beautiful variations in size and color. If you are looking for a very specific shade, we highly recommend using our complimentary “See Your Piece” service during the exchange process. This means that we will get in contact via whatsapp and send you photos of the specific products to make sure you get your perfect one!

Yes. Our customer-friendly return policy applies to nearly every item we sell, including those purchased on sale or with a promotional discount code.

The only exception: our “Slight Seconds” poufs The only items that are considered final sale and are not eligible for return or exchange are our “Slight Seconds” poufs. These items have minor, purely cosmetic imperfections that do not affect their functionality and are offered at a deep discount. To ensure you are completely happy, we strongly encourage you to use our “See Your Piece” service via WhatsApp before buying a “Slight Seconds” pouf so you can see the exact item and its specific imperfections.

You won’t need to worry about our address. To ensure your return is completely free and easy, please do not send the package yourself.

Instead, simply email us at info@poufspillows.com first. We will reply with a pre-paid DPD return shipping label that has our warehouse address already on it. Just print the label, attach it to your package, and drop it off at any DPD service point.

Alternative method: If for a specific reason you prefer to handle the shipping yourself, you will be responsible for the shipping costs. You can send the package to: Poufs&Pillows, De Run 8254, 5504 EM, Veldhoven, The Netherlands.

PRODUCT INFORMATION.

At PoufsPillows, we are dedicated to using authentic, natural materials to create our handcrafted pieces, all sourced directly from Morocco.

  • For our Leather Poufs: We use 100% genuine, naturally tanned leather. This traditional process ensures each pouf is not only durable but will also develop a beautiful, unique character over time.
  • For our Pillows & Floor Cushions: These are created from two special sources:
  • Upcycled Vintage Rugs: Many of our pieces are made by upcycling authentic, hand-selected vintage Moroccan rugs. This gives these beautiful textiles a new purpose and ensures every pillow has its own unique history and pattern.
  • Newly Woven Wool: We also create pieces from newly woven rugs. For these, we use high-quality wool sourced from the mountains of Morocco. The wool is hand-spun and woven by our artisans into beautiful, durable textiles.
  • For Custom-Designed Rugs: Yes, we can bring your unique vision to life! Our artisans are truly skilled and can weave a rug from a custom design provided by you. For these bespoke projects, we use the same ethically sourced Moroccan wool and traditional weaving techniques. Please contact us to discuss your ideas.

Every item in our collection is entirely handmade, making each piece a unique work of art for your home.

Caring for your handmade Moroccan pieces is simple. Because we use only authentic, natural materials, it’s essential to avoid harsh chemical cleaners. Here is our expert guide.

Caring for Your Genuine Leather Pouf

  • Regular Cleaning: Wipe your pouf with a soft, dry, lint-free cloth to remove dust. For minor spills, blot immediately with a clean, dry cloth. Do not rub.
  • Conditioning (Optional, every 12-24 months): To moisturize the leather, you can use a natural oil like sunflower or soy oil. Always spot test on a hidden area first. Apply a few drops to a soft cloth (not directly to the leather) and gently rub in a circular motion. Allow it to absorb for several hours.
  • Important: Never use chemical cleaners, furniture polish, or soap on your leather pouf.

Caring for Your Wool Pillows & Floor Cushions

  • Regular Freshening: The best way to freshen your wool items is to air them out on a dry, sunny day (out of direct, intense sunlight).
  • Washing the Covers: We strongly recommend hand washing to protect the delicate fibers. Unzip and remove the insert. Wash the cover in cold water with a gentle, wool-safe detergent. Do not wring or twist. Lay it flat on a towel to dry, away from direct heat.
  • Important: To prevent shrinking or damage, never put your wool pillow covers in the washing machine or dryer.

To protect the unique, handmade quality of our products, care instructions vary by item.

  • Wool Pillows & Floor Cushions: Yes, the covers are removable (they have a zipper), but they are not machine washable. Please hand wash the cover only.
  • Pom Pom Blankets: Yes, these can be machine washed. For the best results, please use a gentle wool program or a cold, delicate cycle.
  • Genuine Leather Poufs: No, the covers are not removable. These should only be spot-cleaned.

Each of our Moroccan poufs is a unique, handcrafted item. You will find the specific dimensions and approximate weight for every pouf listed in the “Product Details” section on its individual product page.

As a general guide:

  • Typical Dimensions: Approximately 50-55 cm (20-22 inches) in diameter and 30-35 cm (12-14 inches) high.
  • Comfortable Weight: A filled pouf typically weighs between 12 to 15 kg (26-33 lbs), making it stable and supportive.
  • A Note on Handmade Quality: Due to the traditional process, final measurements may vary by a centimeter or two. This is a hallmark of a truly authentic, handcrafted piece.

Yes, absolutely. Ethical and sustainable sourcing is the foundation of our vision.

  • Personal Supply Chain: We have a direct, personal relationship with everyone involved, from the communities that source our materials to the artisans who create the products.
  • Our Artisans Are Our Team: We consider our artisans valued members of our team, ensuring fair compensation and respectful working conditions.
  • Sustainable Materials: We use natural, locally sourced materials and upcycle vintage textiles to minimize our environmental impact.

When you purchase from PoufsPillows, you are supporting a community of skilled artisans and investing in a business built on fairness and respect.

We use a high-density, sustainable filling made from upcycled and recycled textile fibers. This allows us to reduce waste while creating a wonderfully firm and supportive seat.

Yes, our poufs can be refilled. All our poufs have a durable zipper on the bottom, allowing you to easily add or adjust the filling to achieve your desired firmness.

Our products are designed for indoor use but can be enjoyed outdoors with proper care.

  • Our Simple Rule: Treat your items like high-quality indoor cushions. Feel free to bring them outside on a beautiful day, but always bring them back inside.
  • Important: Moisture (rain, dew) and prolonged direct sunlight can damage the natural leather and wool. They are not weather-resistant.

Yes, absolutely. We use a high-density, firm filling to ensure they provide excellent support for seating. Their sturdy construction also makes them perfect as a comfortable footrest or even a unique side table (with a tray).

While we don’t offer traditional swatches (as each piece is unique), we offer a complimentary “See Your Piece” service. Before ordering, contact us on WhatsApp at +316 28142097, and we will send you photos and videos of the exact item you will receive to ensure you are completely happy.

  • Genuine Leather Poufs: Yes, these are an excellent hypoallergenic choice. The smooth surface does not trap dust or allergens and is easy to wipe clean.
  • Natural Wool Products: Wool is naturally resistant to dust mites and mold. However, a very small number of people have a specific sensitivity to lanolin (the natural oil in wool). For customers with severe allergies, we recommend our genuine leather poufs.

Still have a question?

Please contact us for more information.

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