Frequently asked questions

If you can't find the answer to your question, please contact us!

Order

What is the minimum that I can order?: You can order from 1.0 linear meter per fabric quality. Do you want to print more designs on 1 meter? Then you can create a file containing multiple designs.
What is the production time?: We have 2 different production times for producing our high quality prints.

If you would like to have your designs printed on fabric, you can choose the following production times;
A rush order takes 5 full working days excluding shipment.
An Economy order takes 10 full working days excluding shipment.

If you would like to have your designs printed on our products, you can choose these production times;
A rush order takes 15 full working days excluding shipment.
An Economy order takes 23 full working days excluding shipment.
Can I send my order to the receiver directly?: Yes of course! When ordering, you can choose "my details" in the third step to have your order delivered directly to the recipient. Your order will always be send including an invoice.
Can I choose a specific delivery date?: You can choose 2 different production times: Rush or Economy. You can do this in step four ‘complete order’ in your shopping cart.
Is it possible to deliver the order the same day?: No, we need at least 8 working days to produce the order. Do you want your order as soon as possible? Then you can choose for a rush order and express delivery. Your order will be delivered within 1 working day (within the Netherlands) after producing the order.
Is it possible to deliver my order earlier?: It may be that your order will be ready earlier. Our House of U team ensure that your order is shipped immediately. Then you will receive a track & trace code at the end of the day.
The fabric I want to order is sold out, when will it be back?: We try to have sold out fabrics available again as soon as possible. As soon as it is known when this is, we will immediately adjust this on the website. So keep an eye on the website to stay informed.

You can also contact us by clicking on the "Keep me informed" button next to the material on the website. You will be the first to know about the new available stock.
Is my fabric in stock?: The fabrics on the website are always in stock, unless stated on the "print on fabric" page. In the price overview of the fabric, you can see how much stock is still available.

Do you want to order more than 300 meters? Please contact our customer service for an update of the current stock.
Can I send my order abroad?: Of course! When you are ordering, you can choose in the third step ‘my details’ for your delivery address.

Do you want to know in advance what the delivery time and shipping costs will be? Then go to the fourth step "Complete order" to see what the costs are. There you can see exactly when your order gets delivered to the recipient and what the shipping costs will be.
Can I put multiple fabrics and designs in one order?: You can put all your fabrics and designs in one order. As soon as you put your first design in your shopping cart, click on ‘upload new design’ or ‘add new product’. Now you can add the rest of your designs and complete the order.
Can I send my prints in my shopping cart to different addresses?: You can choose one delivery address per order. Do you want to send your fabrics to different addresses? You have to make different orders.
What are the shipping costs?: The shipping costs depends on the weight of your package and where it has to be send too.

Do you want to know in advance what the shipping costs will be? Then go to the fourth step "Complete order" to see what the costs are. You can see exactly what the shipping costs will be.
Can my order be delivered at a PO Box address?: Unfortunately, we can’t deliver at a PO Box address.
What are the dimensions of my order?: Orders up to 2 meters we always try to send in box. From 2 meters the fabrics are sent on a roll. The length of this roll is always 165 cm.
Can I save my order in the meantime?: You can’t save your order.
How can I delete a design from my shopping cart?: You can find a button to delete the fabric or product in your shopping cart.
Can I combine several files?: It is not possible to combine several files on 1 fabric in our webshop. We recommend that you save your digital file with all these different designs, or upload the files separately and place them in your shopping cart one by one.
Will my files be checked?: For all fabrics and products, the delivery process is fully automated. Your files will not be checked after you placed an order.
Your file, if it is not delivered according to the specifications, can therefore be printed incorrectly.

We recommend that you check your files carefully for the following specifications:
Image format: JPG
Color mode: sRGB
180 DPI for best results
Max. file size: 150 MB
Max. width and height: 500 cm (180 DPI)
Can I have a test printed?: Would you like to have a test printed with your design? This is already possible from 1.0 meter. You can easily have a test print made with help of this document. Then you can adjust your files with help of the test print and place the final order.
Is a test print free?: No, a test print isn’t free. You can order from 1 meter on the fabric of your choice with your own design. You pay for that 1 meter of fabric. You can adjust the production time for a cheaper price per meter in your shopping cart at the forth step ‘complete order’.
What is the best way to deliver my files?: You will get the best result with a digital file that is formatted in full size with 180 DPI. With a lower resolution you will start to see pixels. The website will always open a digital file with 180 DPI. If you take a file with a lower or higher DPI, your file with a different size will be opened in our Webshop. The best is a full size file at 180 DPI.

It is best to save your file as a .jpg. Recommended color mode is sRGB. A manual that can help you prepare your files can be found here. You can upload files up to a maximum size of 150 MB. As soon as you have uploaded your file, you can see the quality of your file at the image quality.
I am unable to upload my file, what do I do?: Did you save your file as JPG? This has to be a JPG, because other formats can’t be uploaded in our Webshop.

Is your file smaller than 150 MB? The maximum of your file can be 150 MB.

Is your file larger? You can make it smaller in one of the following ways.
- Is your file a .tiff? You can save the original file as a .jpg. (if you do this with your original file, then there is no loss of quality)
- Check if there are no layers or paths in your file. These makes your file unnecessary large.

Still not working? Please contact our customer service.
What is the minimum size of a file to get a sharp image?: You get the best result with a file that is full size on 180 DPI. You have to save your file as a jpg and color mode: sRGB. You can upload files up to a maximum size of 150 MB.

Pay attention: the size of a file is determined by the DPI. The file always opens on 180 DPI. This means that if you use a different DPI, the size of your file will change when you upload the file in the Webshop.
I think color is very important, how can I be sure that the correct colors are printed?: Colors on a screen look different than colors printed on a fabric, that’s why we always recommend testing the colors in advance by doing a test print or by ordering a color chart.

If you work in sRGB color mode, we get the best color information to make a print that is as close as possible. A manual that can help you prepare your files can be found here.

Are you looking for a specific color? This color chart can help you with this. The color chart contains 2000 different colors that will help you finding your specific color. You can order this color chart on every fabric within the House of U Collection.

A color block test can also help you find a specific color. The format of this color block test can be found here.

Download the digital program here.
Download the Photoshop manual here and the Illustrator manual here.

Pay attention: When you re-order, first check that no process change has taken place. You can check this when you have uploaded a file in step 2 "Choose your fabric". This can affect the colors, details and feel.
Can I print white?: Unfortunately it's not possible to print the color white because we do not use white inks.
The color white in your file will become the base color of the fabric of your choice.
How long can my image that I want to print be?: Your image can be up to 5 meters long when you order panel, when you order pattern it's only 1.25 meter. Unfortunately, we cannot produce files longer than 5 meters. Just keep in mind that we produce on natural fabrics and that the risk of an error increases the longer the images are.

We always try to print a pattern in one piece, but sometimes there may be interruptions in the pattern. We always print extra if this is the case.
I want to order more than 300 meter, is that possible?: Yes of course! You can order till 500 meter on the website, but you can also ask for possibilities at our customer service by using the contact form, e-mail or by phone.
I need my prints sooner than rush, is that possible?: Unfortunately, it is not possible to process your prints faster than a rush order.

In the fourth step "Complete order" you can choose a rush order before you place the order. This involves additional costs, but then your order will be processed in 8 working days (excluding shipment).
Where can I find the prices?: The prices depend on the fabric you choose, the quantity of meters you are going to order, which production time and shipping method you choose.

When you choose a fabric on the ‘print on fabric’ page, you see a price overview. The prices become cheaper when you order more meters or you can choose for a longer production time. If you print more designs on 1 fabric than the meters per fabric are added together and that determined the total price.

The shipping- and VAT costs aren’t calculated in this price overview. Depending on whether you are subject to VAT, the VAT will be added. This is calculated in step 4 "Complete order".
What are the shipping costs?: You can see the shipping costs when you choose a shipment option in step four ‘complete order’. Express is faster and therefore more expensive. Do you want a regular shipping? Then select Economy.
You can also choose for pick-up, then you will not pay shipping costs.
Can I get samples of the fabrics?: Yes, in the online fabric catalogue you can order a printed sample of each fabric when you open the detailed page of that fabric. There is a button on the right which says ‘request sample’. The first two samples per order are fore free (excluding shipment).

You can also request a fabric book with white samples of all fabrics in our collection. You can order the fabric book here.

A gift voucher worth €10,- is included when ordering a printed sample. You can use this voucher when you place an order with us for €50 (excluding VAT) or more. The voucher is valid for 1 month from the date of purchase, cannot be combined with other offers or vouchers and exchangeable after placing an online order.
What is the best way to make my file for a scarf?: Create your design on the size of scarf you have chosen in our webshop.

During the preparation of your design for our production, we calculate an extra 1 cm that will be printed all around for the finish of the hem. The design will be mirrored on all four sides by 1 cm. Please take this into account in your design.

The scarves are handmade in our confection atelier. Therefore we apply a margin for the hem.

Payment

How can I pay?: You can pay in different ways. Choose between the following payment methods to place your order as soon as possible:
AMEX
Banktransfer
iDEAL
Mastercard
Alipay
BNPL Installments
BNPL
Visa
WeChat Pay
Direct Debit
PayPal
Trustly
CBC
EPS
Dotpay
Google Pay

When we have processed your payment, you will receive a confirmation by e-mail, so that we can start immediately with your order.
Can I pay by invoice?: It is not possible to order by invoice in our Webshop. You pay 100% upfront on your order in our Webshop.
Can I pay for my order later?: It is not possible to pay for your order later in our Webshop. You pay 100% upfront on your order in our Webshop.
I have a VAT number, can I use this?: Do you have a valid VAT number, then you can fill this in when you create an account. After verification, the frame turns green. If the VAT number is not recognized, the frame turns red.

You can order without paying for the VAT at your next order, if your company is located outside the Netherlands. The VAT can’t be reclaimed afterwards at House of U, but you can reclaim it at your own government.
What is your Chamber of Commerce and VAT number?: Our Chamber of Commerce 71100806 and our VAT number is NL858579145B01.
Are there any special discount promotions?: You are always the first to know about our special promotions in our newsletter.
Not receiving this yet? Then register here and always receive all promotions first.
How do I use a discount code?: You can fill the discount code in at the fourth step ‘complete order’ in your shopping cart. Fill you discount code in at the box ‘’coupon code’’ and click on the button ‘cashing’.

The price of your order will be adjusted automatically. You can use 1 discount code per order and is not valid in combination with other actions.
I forgot my discount code, can this still be settled?: Did you forgot to fill in your discount code while ordering and didn’t pay yet? Then you can still redeem your discount code in your shopping cart.

Is the order already payed? Unfortunately, we can’t add the discount code anymore.
Do I get an invoice with my order?: An invoice will always be send with the conformation of your order. In addition, a packing list is always included with the order.

You can find the invoice in the e-mail confirmation of your order or you can download it again in your account at "My orders".
Can I adjust my invoice?: As soon as your order is placed, is it not possible anymore.

For future orders you can adjust your details in your account, at "My details".
Do I get a discount on larger orders?: Yes of course! At every fabric you get a price overview per meter and per production time. The price per meter goes down on larger orders and a longer production time.

If you plan to place a larger order than is possible on the webshop, please contact us via the contact form or email us at info@houseofu.com

Status order

What is the status of my order?: Curious about the status of your order?You can check this in your order conformation.
Do I receive an order confirmation after I place an order?: You can expect the order conformation within 10 minutes in your e-mail.
Didn’t you receive an order conformation? First check your ‘spam mail’.

Is your e-mail incorrect? No problem, please contact us and we will adjust it for you.
Can I adjust my order afterwards?: Unfortunately, it is not possible to adjust your order after you paid. Your order will be processed directly by our team.
Can I add anything to my placed order?: As soon as the order is completed, we will immediately process your order to meet your delivery time. That’s why it is not possible to add something afterwards.

Did you forget something? We recommend to place a new order, then contact our customer service to see if they can help you with your delivery time.
Can I cancel my order?: Canceling an order is only possible within 24 hours after placing and if the order isn't already processed in our production.

If the order has been placed more than 24 hours ago, it is unfortunately not possible to cancel your order. Your order will be processed immediately by our production team.
Why does my order have a longer delivery time?: You have chosen a longer delivery date then the rush option. This means that our production team takes more time to make your order. This time is used to make your order completely according to your wishes.

Do you want to speed up your economy order? Please contact our customer service. They will see what they can do for you.

If you have opted for a rush option, it is not possible to accelerate the delivery time.

Shipping & Delivery

What is the delivery time of my order?: You can find the delivery time of your order in your order confirmation that you have received in your mailbox. You can see the production speed and the expected delivery date in the order confirmation.
When do I not pay shipping costs?: You can choose to pick up your order. You can pick up your order at our company on the production date.

Always contact us in advance, to be sure that your order is ready. If your order is ready earlier, you will receive an e-mail about this.
How will my order be shipped?: You can deliver your order in different ways. You can choose Economy, Express or pick up. It depends on the country how long the shipping time takes.

In the confirmation of the shipment you can also see who will deliver your package and you will receive the corresponding 'track & trace' code.
Will my package fit through the mailbox?: If you ordered fabrics, it will not fit through the mailbox. Someone always needs to sign for receipt of the order.

If you ordered an Eco fabric Kit or a printed sample, then this will always be a mailbox package. These orders will always be delivered by PostNL.
Can I pick up my order?: At the moment it's possible to pick up your order but please adhere to current Covid rules when picking up.

Yes of course, it’s possible to pick up your order. You can choose for ‘pick up’ at step four ‘complete order’. You can pick up your order at our company on the production date.

Address: Hoppenkuil 27, 5626 DD, Eindhoven

Always contact us in advance, to be sure that your order is ready. If your order is ready earlier, you will receive an e-mail about this.
What are the delivery days?: The orders will be delivered from Monday till Friday. Mailbox packages will be delivered from Monday till Friday.
Can I follow my package?: As soon as your order is shipped, you will receive a mail with the conformation of the shipment with the track and trace code at the end of the day.
Has my order already been shipped?: As soon as we send your order, you will receive a mail with the conformation and track & trace code.
The track & trace doesn't work, what should I do?: Always check first whether your order has already been shipped by us.
If that is the case and the track and trace code does not work, please contact our customer service.
What time will my package be delivered?: All orders will be delivered from Monday to Friday. Do you want to know the time? Please contact the shipping company. You can find this in the mail with the confirmation of the shipment.

You can view specific information with the track & trace code. Here you can also see whether the order may have been delayed.
What happens with my package if I am not home?: Did you order an mailbox parcel? You don’t need to be home and the postman delivers your package in your mailbox.

When you are not home during the delivery time, then you receive a note in your mailbox. You will find on this note if they brought your package to the nearest service point or if they try it the next day again.
Who pays the customs fees?: The shipping costs are without customs fees. Any import costs will be directly charged to you by customs.
My delivery address is changed/I have moved, how can I change my address?: Did you already placed an order? Please fill in the contact form and let us know what the new delivery address is. Our customer service can adjust this for you if the order is not already shipped. Do you want to send your parcel to another country, then there are extra costs involved.

Do you want to place an order? You can replace the old data with the new data when placing your order. You can also go to 'my account' via the login, at the top right of the website. There you can change your address in 'my details'.
Do I get a message when my order is being shipped?: Yes, you will receive an automatic e-mail with your track and trace code as soon as the package is given to the courier. You can trace your order with the track and trace code.
Does someone have to be present for receipt?: When you ordered fabrics, then the package won’t fit in the mailbox. Someone needs to be present for the receipt of the order.

Service & Contact

My order is damaged, help?: We are very sorry that your order has been damaged. Contact our customer service within 30 days after receiving your order and we will provide a suitable solution.
My order is not complete, what do I need to do?: We are very sorry that your order isn’t complete. We often ship multiple fabrics in 1 order on 1 roll. Please check the entire roll of fabric carefully to see if everything is complete.

Has your order been shipped all at once and you still miss something. Please contact our customer service and we will provide a suitable solution.
My order is not as I hoped it will be, what should I do?: We are very sorry that your order wasn’t what you hoped, because we are just as bothered with this as you are, we would like to solve this for you.

Send us, witihin 30 days after receiving your order, a few pictures of the order you received by mail to info@houseofu.com. We will assess this and then we will look for a suitable solution together.
My order has been returned, what now?: When your order is offered a multiple times or not picked up at the pickup point, then your package will be send back to our company.

Please contact us and we can look for a solution to get your package delivered as soon as possible.
Can I exchange or return my order?: It is not possible to return your package, because your order has been made especially for you. Are you not satisfied with your order? Please contact us and we will look for a suitable solution together.
How can I reach the customer service?: Need help finding a fabric or a technical question? We are always available between 8:30 and 17:00 on +31 (0) 493 441 222. You can also send an e-mail to: info@houseofu.com.

You can chat with us on the website directly or ask your questions via Instagram or Facebook. We are here to help you!
What do you do with my digital files?: We treat your digital files as personal details. We only use them to make your prints and we won’t share your files with other parties. We save your files so that we can make your prints.

We save your files until maximum 12 months after you placed an order. We are doing this so we can make the order again if something goes wrong or when you are so happy with the print that you want to order the same one again!
Are my personal data save with you?: We are happy with you as our customer and we want you to be sure that your personal data is in good hands with us. We handle this sensitive information very carefully.

We promise you that we will only use the information internally to make your order and that nothing will be passed on to third parties for commercial or other purposes without your consent or other legal basis.
I made a mistake in my email address, how can I change that?: We would like to change that for you, please contact our customer service.
Can I order my received order again?: Would you like to order your prints again? That is possible! As soon as you log in, you can use the same print again in your account in your archive. You will have to choose again on which fabric and with which specifications the design would like to be printed.
The size of my printed fabric is not correct. What can I do?: Within the textile branche, a tolerance of 4% is common.

We also adhere to this tolerance. We do everything we can to deliver your print as exactly as possible as you ordered it.
Since textile is a product with a dynamic process, a tolerance of 4% deviation from width or length, too large or too small, is acceptable.

Is your printed design not within the margin, send us, witihin 30 days after receiving your order, a few pictures of the order you received by mail to info@houseofu.com. We will assess this and then we will look for a suitable solution together.

Frequently asked questions

How to choose a fabric?

How to upload a design?

How to place an order?

How to order a printed sample?

Order

Payment

Status order

Shipping & Delivery

Service & Contact