Ordering

How do I place an order?
Place the product of your choice in the shopping cart by clicking on the "In the shopping cart" or "order" button. Then click on "To the checkout" to start paying. Enter your details and follow the steps. Only when you click on the "Confirm your order" button is your order final.

Can I have my order delivered to a different address? (gift tip)
Yes, this is possible. During the ordering process you can provide us with a different delivery address when entering your personal details. The invoice will be sent to the specified e-mail address. The delivery will contain a packing slip on which there is no price.

Can I pickup my order?
At this moment we can't offer that possibility yet. Maybe in the future...? Is is possible to check out the products at conventions we attend though. Keep an eye on our social media pages and blog to see which cons we attend.

Do I receive a message when I have placed an order?
You will immediately receive an order confirmation. If you pay the order directly, you will also receive the invoice immediately. Once your order has been shipped, you will also receive a shipping confirmation.

Can I change or cancel an order?
If you want to change or cancel the order, we advise you to contact customer service.

Can I order a product that is no longer on your website?
If you want to order something that is not (or no longer) listed on our website, we advise you to contact customer service.
 


Paying

Which payment methods do you offer?
Depending on the country you live, you can pay with the following payment methods.

Creditcards: Safe payment with Mastercard, Visa, American Express, or Carte Bleue creditcard.

PayPal: Pay safely with your PayPal account.

iDeal: Safe internet payment via your own Dutch bank. 

BanContact: Safe internet payment via your own Belgian bank.

Sofort Banking: Safe internet payment via your own German bank.

Giropay: Safe internet payment via your own German bank.



 


Shipping

Do you ship worldwide?
Yes, we can ship all over the world. 

When will my order be delivered?
Depending on where you live, it takes 1 to 15 days. If you live in the Netherlands, it usually takes 1-2 days. Every once in a while the post is slower in some countries, and shipping might take longer. On average, international orders take about a week to arrive.

What are the shipping costs?
Shipping is determined by the product's weight, size, and also by your location.

COUNTRY WEIGHT SHIPPING
Netherlands 0 - 2 KG € 3.50
  2 - END KG € 5.50
     
Europe 0 - 2 KG € 4.00
  0.5 - 2 KG € 8.80
  2 - END KG € 15.00
     
Other countries 0 - 0.5 KG € 4.00
  0.5 - 2 KG € 10.80
  2 - END KG € 25.00

What happens when I order multiple products with different delivery times?
We wait until the order is complete, so that we can send it to you in one go. If you prefer to receive a product earlier, place two separate orders.

Who delivers my order?
Almost all deliveries take place with PostNL or Sandd post. They deliver your order during the day to the delivery address you specified. DPD delivers on Monday to Saturday. 

Returns

Can I return my order?
If you live in the Netherlands, you have the right to cancel your order up to 14 days after receipt without giving a reason. After cancellation you have another 14 days to return your product. You will then be credited the full order amount including shipping. Only the costs for return from your home to the web store are for your own account. These costs amount to approximately 6.95 per package (within the Netherlands). Please consult your local post office for the exact rates. If you make use of your right of withdrawal, the product with all supplied accessories and - if reasonably possible - in the original condition and packaging will be returned to Pupa. To get this right you can contact us via the contact page. We will then refund the order amount due within 14 days after registering your return, on the condition that the product has already been received in good order. Books, artwork and hygiene products (e.g: underwear & socks) can NOT be returned!!! If you want to try a t-shirt or tank before deciding to keep it, please do not remove the tags. 

Can I return custom made products?
Custom products that you purchase through Pupa's are made to measure according to the specification you entered. The right of withdrawal is therefore not applicable. Agreeing with custom work (e.g: art commissions) makes the sale final after successful payment. If you have a problem with your custom order, please contact us at the contact page and we'll do our best to help you.

How do I return my order?
Please first contact us to let us know you want to return your order. We will then send you the withdrawal form PDF. Please fill in this PDF and follow its instructions to return your order to us. Do not send it to the sender address you see on the shipping box! This is a storage area, so if you send it to that address, the package will return to you again. Use the address in the withdrawal form instead.

My order is incomplete/damaged. Now what?
Please contact us at the contact page, and we'll try to help you. If the mistake is Pupa's or happened during shipping, Pupa will cover the costs to replace/repair your product.

Can I return my order if I live in another country?
People make mistakes, we understand. Maybe you chose the wrong size when ordering a t-shirt or the wrong colour. We're open for returns/exchanges of international orders if you let us know within 7 days after receiving your order, but the costs for return from your home to the web store are for your own account. This also applies to the costs to re-send you the right product. As a small non-profit charity, we can't cover these costs ourselves. Please contact us at the contact page, and we'll try to help you. 
 


Gift vouchers

How do I use my gift voucher?
Each gift voucher has an unique code. After adding the products of your choice into your shopping cart, you can use this code by entering it into the "discount coupon" section. Click on the "add" button to apply.

Can I exchange my gift voucher for cash?
No. Vouchers can never be exchanged for money. They can only be used to purchase products from the shop.

Can I use a part of my gift voucher's value now, and the rest later?
Yes. Please contact us after checkout and send us your order number and voucher code. We will update your card's information, so you can use the rest of the value later.

Can I use a part of my gift voucher's value now, and receive the rest in cash?
No. Gift vouchers can only be spent on products and can never be exchanged for money, wether it's partly or not.

What happens if I buy something with my voucher that exceeds it value?
The voucher value will be treated as a discount code. You can pay the exceeded amount using one of the available payment methods (Paypal, creditcard, iDeal etc.)

Can I return my order if it's paid with a gift voucher?
Yes, you can. The same withdrawal form as regular paid orders can be used. Except that you will not receive the refund back in cash form, but in another gift voucher form. Gift cards can never be exchanged for money. The same conditions as regular returns apply when it comes to return costs: you'll have to cover these yourself. Ask your local postal office for their shipping rates.

My voucher has expired! I forgot about it!
Contact us with your voucher info. If the voucher was not used yet before it expired, we should be able to re-activate it.
 


Complaints

I have a complaint
Do you have a complaint about your order, the website or our services? Please contact us using the form on the contact page and explain your problem. If this is about an order, please provide your order number. I make these products with love and care, and I want people to be happy with them, so constructive criticism is also welcome! I will try to think along with you to find a solution to your problem. Don't panic, I've got your back. wink

We recommend that you first make your complaints known to us by e-mailing veganartbook@hotmail.com or use the contact form on this page. If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur. From 15 February 2016, it is also possible for consumers in the EU to register complaints via the European Commission's ODR platform. This ODR platform can be found by clicking here. If your complaint is not yet being processed elsewhere, you are free to file your complaint via the European Union platform.

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Shopping with a clear conscience! Pupa is a small webshop that sells organic, fair and eco-friendly vegan merchandise, all designed and made with love by Pupa. All of the unique products are made in The Netherlands.

By purchasing, you help support the animals in Pupa's sanctuary.

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