Let’s get you back to tufting.
Question about tufting, an order, or your machine? Most answers are in the FAQ below. If yours is not, the form reaches our support team directly.
Contact
Business and education
Purchase orders and billing
Quotations, purchase orders and Peppol invoicing for universities, institutions and studios.
Frequently asked questions
Where is my order?
Once your order is dispatched you receive a tracking email with a link to follow your parcel. Orders within the Netherlands typically arrive in 1 to 2 business days. Orders elsewhere in Europe typically take 2 to 4 business days.
Part of my order is missing
Check your order confirmation first to see whether items were dispatched separately. Frames always ship separately from the rest of your order.
If something is genuinely missing, contact us with your order number and a photo of what you received and we will resolve it.
Shipping options and delivery times
We ship across Europe from the Netherlands. Standard delivery is 1 to 2 business days within the Netherlands and 2 to 4 business days for the rest of Europe.
Rates, free shipping thresholds and delivery times vary by country.
My product arrived damaged or is defective
Contact us within 14 days of receiving your order. Include your order number and a clear photo of the issue.
For a machine fault, message us on WhatsApp and send a short video of the gun running. It is the fastest way for us to diagnose it, and video files are often too large for the form.
When will a product be back in stock?
Sign up for a back in stock notification on the product page and we will email you the moment it returns. For larger or recurring supply questions, contact us and we will give you our best estimate.
How do I set up and use my tufting machine?
Our guides cover setup, threading, maintenance and troubleshooting for every machine we sell. If you are starting out, begin with the beginner guide.
Do you provide quotations, purchase orders or Peppol invoicing?
Yes. Register your institution and we will set up quotations, purchase orders and Peppol invoicing for you.
Include your order number for anything order related. Sending a video of a machine fault? Use WhatsApp instead.