Frequently Asked Questions

Yes, we supply to both private customers (B2C) and business customers (B2B). Private customers can order directly through our consumer webshop. Business customers can login or register for our B2B website.

Yes, we deliver throughout Europe. For countries outside the EU, the Incoterm FCA (Free Carrier) Bergschenhoek applies. In that case, please contact us for further arrangements.

Delivery times vary depending on the country of delivery and ordered product. See the table below for our estimated delivery times for our chairs, sofas, tables other than dining tables and decorations:

Dining tables are large items that require special handling and transport. Their delivery can take longer than other product categories. Exact delivery times depend on stock availability and destination.

Please refer to he table below for our estimated delivery times for dining tables by country*:

*Please note that the exact delivery times may vary.

See country surcharges here.

B2B: small transport fee of € 50 excl. VAT applies for orders < €250.
B2C: small transport fee of € 50 incl. VAT applies for orders < €250.

Yes, once your order has been shipped, you will receive a track & trace link via email. We prioritize the receiver’s email for sharing the link.

If your order has not yet been shipped: You can email us to check the status. If the order has not been shipped, we can modify it for you.

If your order has already been shipped: B2B orders cannot be canceled. B2C customers cannot cancel their order. If you are a B2C customer, you can return any unwanted items by contacting us at info@poletopole.nl with your order number to arrange a return after receipt.

Please check your track & trace information. In some cases, the transport company may have split your shipment into multiple deliveries. We always do our best to ensure your complete order arrives at the same time. If the track & trace does not clarify the situation, please feel free to contact us.

Most of our items are available from stock in our warehouse in the Netherlands. If an item is temporarily out of stock, this will be clearly indicated on the product page along with the estimated restock date.

Yes, we can provide customized furniture or finishes upon request. Please contact us at info@poletopole.nl to discuss your specific requirements, production time, and pricing. Note: customization is available only for larger quantities (e.g., 100 dining chairs or 25 dining tables).

Yes, we work closely with artisans and certified suppliers ensuring fair working conditions and responsible material sourcing.

Yes, our furniture and materials comply with European safety and quality regulations.

B2B customers can visit our showrooms (TICA Aalsmeer, Venlo, Ede). Fabric samples can be requested via info@poletopole.nl. We also regularly exhibit at international trade fairs where our collections can be viewed in person. Additionally, B2B customers are welcome to visit our warehouse and office by appointment at: Pole to Pole, Weg en Bos 22, 2661 DH, Bergschenhoek, The Netherlands.

For B2C customers we accept iDEAL, Visa, Credit Card, PayPal, Apple Pay and bank transfer. For B2B customers, additionally, payment via pro forma invoice can be arranged.

Private customers can checkout as guests, but creating an account provides benefits like faster checkout and order history tracking. For B2B customers, an account is required for accessing prices and invoices.

Yes, we use encrypted, secure gateways that comply with international standards.

Log in to My Account → My Orders → select your order → Download Invoice.

B2B customer: you can cancel if payment has not been made; once paid, cancellation is not possible. Customized B2B orders cannot be canceled if production has started.
B2C customer: you can cancel your entire order.

B2C customers have a 14-day right of withdrawal after receiving their order, provided the items are unused and in original packaging. Return shipping costs are at the customer’s expense.

No, we do not accept B2B returns.

Please contact us with your order number and photos/videos of the problem. We will arrange replacement depending on the situation.

For B2C customers we provide at a 24-month warranty against manufacturing defects.
For B2B customers we provide at a 12-month warranty against manufacturing defects.

Yes, we offer dropshipping services.

Yes, once registered as a B2B customer, you can use our website as your digital catalog and price list.

We prioritize responsible sourcing and use of FSC-certified wood.

Yes, we work exclusively with suppliers who ensure ethical working conditions and fair wages. Continuous improvement through help of machinery is implemented in our production line.

Yes, upon request, we can share documentation or certifications related to product materials, safety certificates and sustainability standards.

We offer a PIM (Product Information Management) integration to automatically integrate our collection into your webshop. Please do note that the integration of our PIM to your webshop requires expertise.