Question 1

How do I place an order on the site?

Accepted Answer

Add the items you want to your cart by selecting the size and colour. Then go to your cart, choose your delivery method and fill in your details. Payment is secured via Stripe (Bancontact, card, Klarna).

Question 2

Can I modify or cancel my order after confirmation?

Accepted Answer

You can modify or cancel your order within 2 hours of confirmation by contacting us by email or phone. After that, if production has started, cancellation is no longer possible for made-to-measure items.

Question 3

What is the lead time for a catalogue item?

Accepted Answer

Every item is handcrafted in our Tournai workshop. Production starts the business day after your order and takes an average of 3 business days. You then receive your parcel within 3 business days in Belgium, at least 5 business days in France and the Netherlands.

Question 4

Do you offer made-to-measure orders?

Accepted Answer

Yes! It's actually our speciality. Custom dimensions, catalogue fabrics, embroidered pet name, special colours: contact us via the Contact page for a personalised quote. Production starts the business day after confirmation and takes an average of 3 business days, just like our catalogue items.

Question 5

Can I order as a gift (with a gift card)?

Accepted Answer

Absolutely! At checkout, tick the "Gift wrapping" option. We add a handcrafted wrap with a personalised card carrying your message. Digital gift cards are available in values of €25, €50, €75 and €100.

Question 6

What are the delivery times and rates?

Accepted Answer

The shipping contribution depends on the item's dimensions: €4.95 incl. VAT for most items, and €9.95 incl. VAT for bulky items (mattresses from 90×70 cm, removable donuts from 90 cm, oval cushions from 100 cm, removable sofas 80×60 and 90×70 cm). Average lead time 3 business days after shipping in Belgium. For France and the Netherlands, allow at least 5 business days.

Question 7

Do you deliver outside of Belgium?

Accepted Answer

Yes, we deliver to France and the Netherlands. The average lead time is at least 5 business days after shipping. We do not yet deliver outside this area.

Question 8

How do I track my order?

Accepted Answer

As soon as the parcel is shipped, you receive an email with your tracking number. Depending on the order size and destination, your parcel is entrusted to Bpost, DPD or Mondial Relay — the email indicates the carrier and the matching tracking link.

Question 9

What should I do if my parcel arrives damaged?

Accepted Answer

Refuse the parcel or note the damage on the delivery slip. Contact us within 48h with photos. We will reship the product free of charge or refund you in full according to your preference.

Question 10

How do I choose the right size for my pet?

Accepted Answer

Measure your pet from the muzzle to the base of the tail, then add 25-30 cm. That's the ideal minimum length. Each product page lists the exact dimensions per size. When in doubt, pick the larger size.

Question 11

Are your materials safe for pets?

Accepted Answer

Absolutely. All our products are designed and tested for pets. Our dyes are certified OEKO-TEX Standard 100, free from heavy metals and allergens. Our organic cottons are GOTS-certified. No toxic flame retardants are used.

Question 12

Are the colours true to the photos?

Accepted Answer

We do our utmost to keep colours true (photo calibration, detailed descriptions). Screens can however slightly distort hues. If you're not happy with the colour, our return policy applies within 14 days.

Question 13

How do I wash Quadra Belgium products?

Accepted Answer

Each product has instructions on its label. In general: velvet and sherpa at 30°, delicate cycle, no fabric softener. Linen and cotton at 40°. Never tumble dry to preserve shape. Ironing is not recommended for velvet.

Question 14

How do I remove pet hair from velvet?

Accepted Answer

Use a lint roller or a damp rubber glove brushed in the direction of the fibres. For velvet, avoid stiff brushes that damage the fabric. Before washing, remove as much hair as possible dry to avoid clogging the machine filters.

Question 15

How do I neutralise unpleasant odours?

Accepted Answer

Sprinkle baking soda over the whole surface, leave to act for 30 minutes, then vacuum. For stubborn odours, add a few drops of lavender essential oil to the baking soda. Machine wash afterwards if needed.

Question 16

What is your return policy?

Accepted Answer

You have 14 days after receipt to return an unused item in its original packaging. Made-to-measure items and hygiene products (used cushion covers) are not refundable. Refunds within 5 business days.

Question 17

How do I initiate a return?

Accepted Answer

Email us at retours@quadrabelgium.be with your order number and the reason for the return. We will send you a prepaid return label. Drop the parcel at a Bpost point within the following 7 days.

Question 18

My product is defective — what should I do?

Accepted Answer

Contact us within 30 days with photos of the defect. We will immediately send a replacement product at our cost, or process a full refund according to your preference. The manufacturer warranty is 2 years on all our products.

Question 19

Where are your products made?

Accepted Answer

All our products are made in our workshop in Tournai, Belgium. We have been working with a team of 8 artisans for over 12 years. No product is subcontracted abroad.

Question 20

Where do your raw materials come from?

Accepted Answer

We source primarily within a 500 km radius: Belgian and French linens, GOTS-certified cottons from Southern Europe, merino wool from responsible farms. Our dyes are OEKO-TEX-certified. We publish our traceability report annually.

Question 21

Do you offer partnerships or reselling?

Accepted Answer

Yes! We work with specialised shops, vets and groomers in Belgium and Luxembourg. For B2B partnership enquiries, contact our sales team at pro@quadrabelgium.be.

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Frequently asked questions

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Frequently asked questions