Support - FAQ

Frequently asked questions

Below you can find different topics where we answer our most frequently asked questions (FAQ).

Contact us

If you have any further questions or requests, please don’t hesitate to contact us by phone at +31 492 570 527, by email at [email protected], or via the Contact Form.

Support - FAQ

Vlisco Verify

How do you authenticate your fabric? Vlisco has developed a Vlisco authentication tool to easily recognise whether a fabric is a true original Vlisco piece:

Want to learn other ways to recognise a real Vlisco fabric? Check our Identification steps here.

Payment Options

We aim to offer the most relevant payment methods to you in a SLL encrypted environment. Currently we offer the following payment methods:

  • American Express

  • Mastercard

  • Visa

  • Apple Pay*

  • Klarna (open a personal Klarna account here)

  • PayPal

  • iDeal

  • Sofortüberweisung

  • Bancontact / Mr. Cash

  • Alipay (open a personal Alipay account here)

*Please note that Apple Pay payments with Visa are not accepted outside of the EU.

Your order will be dispatched upon receipt of the total order amount.

All web shops are obliged to ask for your CVC (Card Verification Code) when you make a credit card payment. This is an additional security check and intended to prevent credit card fraud. The Card Verification Code is a unique number that is linked to your credit card number.

The location of this CVC is different for each credit card: MasterCard, Visa: the last 3 black digits of the sequence of digits on the right-hand side in the signature panel on the back of your card.

CVC Visa

American Express: security code on the front of the card, either to the left or right of the embossed 15-digit card number. These four digits are printed in black, not embossed.

CVC Amex

3D Authentication, also known as 3D Secure, is a secure online payment service available for Credit Card and put in place by your bank.

The authentication procedure is simple; if the 3D Authentication system is activated and you place an order, you will be redirected to your bank’s 3D Authentication page. Your bank will ask you to verify your identity by entering an authentication code. In most cases, this is a single-use security code that is sent to you by SMS on your mobile phone. Once you enter the correct security code, your payment is accepted.

3D Authentication increases the security of your online transactions and decreases the risk of fraudulent payments. Please contact your bank for complete information on this service and the terms of use.

Vlisco is based in the Netherlands. If you place an order and are based outside the Netherlands, make sure that the credit card you are using has been approved for payments to companies in countries other than your own. Your payment may be declined if this is not the case. If you find yourself in this situation, please contact your credit card company.

If your PayPal, Klarna or other payment has been declined, please contact the payment service or bank regarding the issue.

If the cancellation of your payment came from us, you will be contacted by our customer service about it.

For orders within the European Union, all item prices must include the corresponding VAT. This means that there are no duties to be paid upon arrival of your package.

For orders outside of the EU, product prices do not include VAT. This means that taxes/duties may have to be paid upon arrival of your order in your country. Unfortunately this is not under control of Vlisco and strictly a local governmental issue . If you want to know the exact amount of additional charges, please check with your local customs agency.

We placing an order in our webshop, you are declaring that you are aware of these additional charges that might be added upon arrival of your order.

Placing an Online Order

Placing an order in our webshop is simple. Click on SHOP in the main menu and select one of the submenu items. An overview will appear of the articles in the relevant product group. For more information on a specific article (larger picture with zoom, article description and price), please click on the product picture. On the page that opens next you have the option to add the article to your shopping cart. You can always click on the bag in the menu bar to go to your shopping cart. From there, you can start the payment process.

The payment process only involves two simple steps:

A. On the first page, you can see the total cost of your order in your shopping cart by selecting the country in which your order has to be delivered. Enter your contact details, your shipping address and select your preferred delivery method, and proceed to the next page. You can also place an order by logging in through the Sign In section.

B. Enter your billing address and select your method of payment on the second page. You can also change your invoicing address in this step or glance over your order one more time.

When your payment has been received, you will receive by email your order confirmation and your digital invoice. As soon as your order is sent you will receive an email containing a track & trace number so you can see where your order is.

The first step of our checkout process you can already calculate the total cost of your order. Once you have selected the country of delivery as well as the delivery method of your choice, you will get the total price of your order. This price will include shipping costs.

If the Vlisco.com prices for your country do not include taxes/duties, this does not automatically mean that no taxes/duties are to be paid upon arrival of your order in your country (please check with local customs). Orders are payable in Euro, except for the United States, Canada and Australia, where prices are paid in US Dollars.

For orders within the European Union, all item prices must include the corresponding VAT. This means that there are no duties to be paid upon arrival of your package.

For orders outside of the EU, product prices do not include VAT. This means that taxes/duties may have to be paid upon arrival of your order in your country. Unfortunately this is not under control of Vlisco and strictly a local governmental issue . If you want to know the exact amount of additional charges, please check with your local customs agency.

We placing an order in our webshop, you are declaring that you are aware of these additional charges that might be added upon arrival of your order.

Vlisco.com starts processing your order from the moment your payment is received. You will receive a confirmation of your order when your payment is received. Additionally, we will send you a separate email containing the invoice and a track & trace code as soon as your order is shipped.

In principal, we deliver to all countries worldwide. If your country is not included in the list of countries when setting a billing/shipping address, please don’t hesitate to contact us.

Please note that orders cannot be delivered to P.O. Boxes.

If your order has not been shipped you can still request the cancellation of your order or an item in your order. Simply contact our Customer Service department and mention the order number and item number if relevant.

It is not possible to make other changes to a processing order such as changing or adding items. We thank you for your understanding.

Vlisco.com charges VAT (Value Added Tax) for deliveries within the European Union at all times. We advise you to claim a VAT refund with the tax authorities in the country in which your company is registered, if applicable.

We are not able to deliver orders without VAT to businesses within the EU.

Vlisco focuses on offering you a large and frequently changing selection of fabrics – available from stock – through the online shop at Vlisco.com. We do not distribute catalogues nor swatches.

You can contact our Customer Service department by phone at +31 492 570 527 from Monday to Friday from 12 pm to 6 pm Central Europe Time, by e-mail at [email protected], or through the dedicated Contact Us form.

Delivery Times

Please find an indication of the delivery lead times for your country in the table below. As soon as we received your payment, we will send out your parcel as soon as possible. When your parcel has been handed out to the delivery service, you will receive a track & trace e-mail from Vlisco.

Delivery is free from 220€ of purchase, this does not include any potential customs duties that may arise. To see your delivery costs fill your cart with your items and check the delivery total in the shopping cart.

If you place your order on Fridays after 2 PM (CET), your order will be handled the next Monday or working day.

Region | Country

Estimated delivery times

Delivery service

North – America

United States

1-6 working days

UPS

Canada

1-6 working days

UPS

Europe

Austria

3-4 working days

UPS

Belgium

2-3 working days

UPS

Denmark

3-4 working days

UPS

France

1-4 working days

UPS

Germany

2-4 working days

UPS

Ireland

4-6 working days

UPS

Italy

3-5 working days

UPS

Netherlands

2-3 working days

UPS

Norway

3-7 working days

UPS

Portugal

4-6 working days

UPS

Romania

4-6 working days

UPS

Spain

3-5 working days

UPS

Sweden

3-7 working days

UPS

United Kingdom

3-5 working days

DHL

Other E.U.

2-8 working days

UPS

Europe, not E.U.

2-8 working days

UPS

Africa

3-6 working days

DHL

All other countries

3-7 working days

DHL

Note: For countries outside of the EU your order may be subject to customs tax. Please contact your local customs agency for more information.

We offer Track and Trace with every order to follow your package. Once your order has left us, you will receive an email containing an air waybill number to track its progress online. If you have a Vlisco account, you can also follow your delivery by signing into your account and selecting your order in My Orders.

Depending on your country of delivery, we offer different courier services.

UPS MY CHOICE

UPS offers an easy and simple way to track and manager your package.

  • View all details for your inbound and outbound shipments.

  • Get delivery updates via text and email. 

  • Change the delivery date or location.

  • Tell the driver where to leave your parcel.

  • View the estimated time for delivery.

  • Follow shipments as they move towards their destinations.

Join UPS My Choice® for free and you can manage all your inbound and outbound shipments from one dashboard. Get visibility and control, including status notifications and updates on shipments.

DHL ON DEMAND DELIVERY

Please find below the services offered with DHL Express on Demand Delivery.

SMS/Email notification of your delivery: Once your order will be shipped you will receive notification from DHL ODD by email and/or SMS about your shipment status and estimated delivery date/time. If it doesn’t fit your schedule you can choose the time and place of your delivery. Please make sure to add enter your mobile number during checkout to receive text notification.

Change your delivery: You have no less than 6 options to choose from if you want to change the delivery of your package.

  1. Reschedule your package to be delivered another day and time.

  2. Have your package delivered to another address: alternate delivery to work or family.

  3. Have your package delivered to a safe place authorize shipment release.

  4. Have your package delivered to a neighbour: leave with neighbour, reception or guard.

  5. Have your package delivered to a DHL Service Point: hold for collection.

  6. Going on holiday? Request your package to be held for you: vacation hold and safekeeping for up to 30 days.

Exclusive Services

Discover our exclusive online services such as our delivery options and our fabric authentication process, and reach out to us if you need further assistance.

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