Question 1

General

Accepted Answer

What is tufting?
Tufting is a technique that's mostly used to make rugs. Using a tufting gun, which is operated by hand, yarn is inserted into a backing cloth, creating a fluffy texture.

What kind of materials do you use?
For tufting I exclusively use 100% wool yarn, made from the wool of sheep from New Zealand. As a very high quality wool, New Zealand wool ensures the end product will not only look nice, but will also be very durable. The backing cloth is made from a mix of cotton and polyester for a strong hold. 
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After tufting, the back of the tufted work is finished with a natural latex glue and covered with felt for a nice, clean back. When framed, a thin wooden board is sandwiched in between the glue and felt to provide a bit more structure. The design is then framed in a wooden box frame.

Oh no! The artwork I want is sold out, what now?
For most designs it is possible to get a remake, just request a restock at the shop. Changing the size or colours is also possible. Please do keep in mind that this might not be possible for every design, as all designs are limited edition. Of course it is also possible to get a completely custom designed piece.

Question 2

Custom orders

Accepted Answer

Do you make custom orders?
Yes I do! If you would like a custom designed artwork, please contact me at info@softies.shop.(info@softies.shop) I will get back to you as soon as I can to discuss your wishes.
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First, we will discuss what kind of design you are looking for, by email or (video)call. If necessary, we can also arrange an in-person meeting. When your design wishes are all clear, I will start working on your custom design. After approval of the design, the tufting can begin! After gluing and finishing the tufted piece your artwork is ready to be shipped or picked up.

How long will my custom order take?
Softies is a one-woman company, so this fully depends on the size, intricacy of the design and types of finishes. Overall, custom orders will take around 4-8 weeks to finish. When we discuss your order, I can give a better estimation of the time it will take me to complete your artwork.

Question 3

Delivery

Accepted Answer

At this time we offer standard shipping within the Netherlands. For small items, the shipping costs are €4,95. Larger items cost €14,95 to send, including insurance service to make sure you receive your Softie undamaged. Of course it is also possible to pick up your package at the Softies office. You can just check the pick up option during checkout in the shop.

If you would like to order something from outside the Netherlands, please contact me at info@softies.shop, (info@softies.shop,)so we can find the best shipping solution.

Question 4

Returns

Accepted Answer

If you are not happy with your received product, you can return it for an exchange or refund.  Kindly contact us at info@softies.shop (info@softies.shop)within 14 days of receiving your product to let us know you would like to return your item. Please make sure to include your order number and the reason for the return.  After notifying us, you have 14 days to send back your article, unused and in the original packaging. The cost of returning an item is not covered by Softies.

Unfortunately, custom designed items cannot be returned.

Frequently asked questions

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