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HomeFAQ

Where is your store located?
Our store is located at the Naarderstraat 30 in Laren. You are always welcome here by appointment.

What are your opening hours?

Monday: 10:00-18:00
Tuesday: 10:00-18:00
Wednesday: 10:00-18:00
Thursday: 10:00-18:00
Friday: 10:00-18:00
Saturday: 10:00-18:00
Sunday: Closed

Reachable by public transportation?

Our showroom is also easily accessible by public transportation.
It is about 200 meters (2 min) walk from the bus stop, where you get off with bus line 109.
Exit stop: Singermuseum

Can I also pick up my items in the showroom?

We are a store so you are welcome during our normal opening hours.

I am unfortunately unable to attend, can I still reschedule my appointment?

You can always reschedule an appointment. Contact one of our interior design specialists and we will reschedule your appointment.

How much are the shipping costs?

Is your order under €300 then shipping costs are €6,50.
If your order is over €300 we ship for free within the BeNeLux.

How long will it take to ship my order?

Delivery time depends on the product.
Within 5 days: Available directly from stock.
Longer than 5 days: For the actual delivery time, please contact one of our interior design specialists.

How can I pay for my purchase?

We accept the following online payment methods:

  • iDEAL
  • PayPal
  • Credit card: Master Card, Visa
  • Giropay
  • Bank transfer
  • Klarna
  • Bancontact
  • KBC
  • Belfius
  • EPS
  • SOFORT Banking
  • American Express

With some payment methods, we reserve the right to charge additional collection fees.
Additional collection fees will be displayed during the payment process.
Any additional cost will not exceed the actual cost.

What should I do if the product is damaged?

As long as you have the receipt, you can return the damaged product to us. We will then send you the same product.

What should I do if I have received the wrong product?

Please contact us to report the error.
Do not use the product and preferably if reasonably wise use the original packaging to return the product in as original condition and undamaged as possible.

Where can I receive my order?

You can receive your order at any possible address.

Can the order be delivered to another country than where the order was placed?

The countries to which we ship are: Belgium, Germany, France, Italy, Luxembourg, Austria, Portugal, Spain, Switzerland and, of course, the Netherlands.

Can I also return wallpaper?

Please contact us if you have ordered too many rolls of wallpaper.
We cannot take back rolls of wallpaper part of which has been used.
We do take back complete rolls. If reasonably wise, please use the original packaging to return full rolls of wallpaper in as original and undamaged a condition as possible.

Within what period must an item be returned?

You must :
i. return within 14 days of receipt without prior notice, or
ii. notify us of the withdrawal within 14 days of receipt (notification) and then return within 14 days of that notification.

When will I receive the amount of my return shipment?

We will refund the entire purchase amount (including any shipping and payment costs) as soon as possible, but at the latest within 14 days of receiving the revocation. However, we may wait to refund until we have received the products, or until you have demonstrated that you have sent them.

What should I do if the amount refunded is not correct?

If your amount is incorrect, please contact us. We will then refund the correct amount.

How can I file a complaint?

We would like to hear your complaint in order to help you further and improve our service. You can email your complaint to [email protected].
We will provide a substantive response within a maximum of 14 days.

Are you not satisfied with the handling of your complaint? Then you can submit it to the Thuiswinkel Disputes Committee, Postbus 90600, 2509 LP in The Hague(www.sgc.nl). You can also submit your complaint to the Dispute Commission via the European ODR Platform(http://ec.europa.eu/consumers/odr/).

Am I entitled to the legal warranty at Proluca?

All items you buy from us are covered by the legal warranty. Legal warranty means
That a product is or should do what you as a consumer can reasonably expect of it.
expect. For more information, please call us at +31 (0) 35 303 9468 or email us at [email protected].

Do all your prices include VAT?

All prices of all our products include VAT.

Who is your carrier?

We work together with Select Courier. Select Courier works together with among others: PostNL, TNT and UPS.

What will the carrier do if I am not at home?

Our carrier will visit you 3 times. If you still have not received the article. We will let you know, and you can pick up the article at the nearest collection point.

Will I receive a track & trace code (TTC) with my purchase?

If possible, you will receive a track and trace of the ordered items by email.

How can I place an order?

Place your items in the shopping basket.

Step 1. Enter address details
If you are logged in with your Proluca account, your address details are automatically filled in.

Step 2. Choose shipping address
It is possible to ship your package at home or to another address.

Step 3. Choose payment method & check
Choose your payment method and check your order.

Step 4. Checkout
For checkout, you will enter an additional secure internet environment.

Step 5. Order confirmation
In your mail you will receive a confirmation of your order.

 

If your question is not listed. Call us at +31 (0) 35 303 9468 or email us at [email protected].