Frequently Asked Questions!

Find more information about the processing time, shipping, tracking, wholesale and more. Can’t find your answer? Message us on our contact form and we’ll get back to you within 1 – 3 working days.

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Where do you ship from?

All orders are shipped from the Netherlands, Europe.

Do you ship to my country / the United Kingdom?

We ship internationally except for countries with closed borders.

Please check the shipping updates page for the list of countries we can’t ship to.

If you’re from the United Kingdom, please visit our Etsy shop.

What is the processing time and estimated shipping time?

All orders are processed within 1 – 5 business days. Orders are not processed and shipped on weekends and holidays.

Please allow additional shipping days during public holidays and the Christmas shopping season.

Estimated shipping times

  • The Netherlands 1 – 3 working days
  • Europe 10 – 20 working days
  • North America, Canada & Singapore 2 – 8 weeks
  • Australia & New Zealand 4 – 10 weeks
  • Rest of the world 4 – 16 weeks

Which shipping option should I select?

We offer standard and tracked shipping.

  • Standard shipping: Orders are shipped as stamped mail to keep shipping costs as low as possible. Unfortunately, you can’t track your package.
  • Tracked shipping: Orders are shipped as a parcel and a tracking number will be sent to your provided email.

Can I track my order?

Yes, please select tracked shipping at checkout. You’ll receive a tracking number when your order is shipped.

Do you offer free (tracked) shipping?

Dutch orders €50+ and international orders €150+ get free tracked shipping. You’ll see Free tracked shipping at checkout when you reach the minimum order amount, after discounts and taxes. A tracking number will be sent to your provided email as soon as we’ve shipped your order.

What happens if my order is lost?

After we hand over the mail to the post office, it is out of our control. Please contact your local post office with the tracking number before contacting us.

We cannot be held responsible for lost packages so orders cannot be refunded.

If your order hasn’t arrived after the estimated shipping times, we are happy to send a replacement. It must be shipped with tracked shipping to make sure it arrives safely. We kindly ask you to cover the reshipment fees. Please contact us about your lost order here, and we’ll get back to you as soon as possible.

Do you accept returns & exchanges?

All orders are final. We don’t accept returns, exchanges, and refunds. Please contact us if you have any problems with your order. You can find more information on our Refund and Cancelation page.

Why am I charged VAT?

As a registered business, we are required to collect and remit sales tax to the Dutch Tax and Customs Administration (Belastingdienst).

  • Customers in the EU will see the sales tax amount at checkout. The tax rate is 21%.
  • For customers outside the EU, we aren’t required to collect sales tax so the tax rate is 0%.

Do you accept wholesale orders?

Yes! Please email about your wholesale inquiry, and we’ll send you our product catalog and info on how to order wholesale from us.

Can I use your designs, logo, photos, or resell your products?

All designs, logo, and photos of Poyura are subject to copyright and are the property of Poyura. The products are only allowed for your personal, non-commercial use. You may not copy, modify, sell, resell, or distribute our products. ©Poyura