FAQ's
Welcome to our FAQ! We’re so happy you’re here. Below, you’ll find answers to the most common questions about ordering, shipping, payment, and our products. Still need help? Contact us — we’re happy to assist you!
Orders
Everything you need to know about placing, changing, or managing your order.
Can I place an order as a business?
Yes! Just include your VAT number during checkout so we can process everything correctly.
I need my order quickly — what are my options?
If you pay right away using iDEAL, MasterCard, Visa, PayPal or Apple Pay, we’ll hand your order over to the carrier the next business day. Need it faster? Contact us — we’re happy to explore express delivery options with you (please note extra costs may apply).
Can I collect my order?
Yes, you’re welcome to collect your order at our HQ in Haarlem, the Netherlands. Please contact us in advance so we can confirm that your items are ready — stock is limited at our headquarters.
Can I change or cancel my order after placing it?
If your order hasn’t shipped yet, we’ll do our best to adjust or cancel it. Please contact us as soon as possible!
What should I do if my order arrives damaged?
We’re sorry to hear that! Please email us at info@soopl.com with your order number and photos of the damage. We’ll sort it out quickly — whether that’s a replacement, repair, or refund.
Shipping & Delivery
Find out how we ship, where we ship, and when you can expect your order.
Which countries do you ship to?
We ship to almost every country worldwide! Wherever you are, we’ll do our best to get Soopl products to your doorstep!
How long will it take for my order to arrive?
We ship from the Netherlands. Your order will be handed to the carrier the next business day. Delivery time depends on your location. Want an accurate estimate or need express shipping? Just contact us.
Will I need to pay customs duties for orders outside the EU?
Yes — we ship DAP (Delivered At Place). This means customs duties or import taxes are your responsibility. Please check with your local customs office if you’re unsure about the costs.
Can I track my order?
Yes! After placing your order, you’ll receive an order confirmation by email. As soon as your package is picked up by the carrier, you’ll get a separate email with your track & trace details. So you can follow your parcel every step of the way.
Payment & VAT
All about payments, VAT, and business orders.
What payment methods do you accept?
We accept:
- Credit cards (MasterCard, Visa, American Express)
- iDEAL
- PayPal
- Apple Pay
- Bank transfer
I get an error when I try to check my VAT number. What should I do?
First, double-check that you’ve entered your VAT number correctly (without spaces) and that your email address is valid. If it still doesn’t work, try again or contact us — we’re happy to help!
Products & Customization
Get help with product details, customization, manuals, and repairs.
Can I add my company logo to the Fashion Trolley or Fashion Bag?
Yes! We offer printing services for orders of 10 items or more. Contact us for details.
Do you offer bulk or wholesale discounts?
Yes — if you’re ordering 10 or more trolleys, contact us for a custom quote.
What are your warranty terms?
Our trolleys come with a 6 month warranty against manufacturing defects. If your product is out of warranty, we still offer repairs through our Soopl Repair Service.
My Fashion Trolley is out of warranty — can it be repaired?
Yes! Our Soopl Repair Service handles most repairs even after the warranty has expired. Contact us, and we’ll share your options and any related costs.
I lost the assembly manual — what now?
No problem! Visit our Getting Started page to view, download, or print the manual.
Can I exchange or return an item?
Yes, absolutely. At Soopl, you can try the product for 7 days. If it’s not quite what you expected, just contact us — we’ll be happy to help with a return or exchange.
Where can I buy Soopl products locally?
You can order directly from our webshop — we ship worldwide. Prefer to shop locally? Visit our resellers page to find a store near you.
How do I become a Soopl reseller?
We’d love to explore a collaboration — especially in new markets! Just contact us, and together we’ll see if there’s a good fit to work together as partners.
Invoice
Everything you need to know about the invoice for your order.
Where can I find my invoice?
After placing your order, you’ll receive an order confirmation by email. That email includes a link to download your invoice — easy to save or print anytime.