FAQ - Frequently asked questions

Need help?

How can we help?

To order

How do I place an order?
  1. Select the product of your choice
  2. Click 'Add to Cart'.
  3. You can continue browsing our collection by clicking 'Continue Shopping', or proceed to order by clicking 'Check Out'. Fill in all your details below to complete the ordering process.
  4. Changes to your order can be made before payment and confirmation.
  5. Once the order is successfully placed, you will receive an order confirmation via email.


I have placed a pre-order order. What can I expect now?

The expected delivery time is specified both on the product page on our website and in the invoice that you receive via email. Once the products arrive, your package will be promptly shipped! All relevant confirmations will be sent to you by email.

I still want to add something to my pre-order, is that possible?

Before the expected delivery date, you can always write us via the contact form to add something to your order. This is no longer possible after the expected delivery date, because your package will then be on its way to the specified delivery address.

When can I expect the pre-order at home?

The expected delivery date is provided in the order confirmation. Should there be any changes to this date, we will promptly notify you. Once your pre-ordered item arrives at our warehouse, you will receive an email update confirming that your package has been shipped.


Which payment methods can I use?

iDeal Transfer - VISA - Mastercard - Meastro - Amex - Sofort - Paypal - Union pay - Bancontact - Shop Pay - Apple Pay - Google Pay - Amazon Pay

Where can I find my invoices?

After placing an order, you will receive an order confirmation, including invoice details, via email. If you've created an account with us, you can also find all your invoices in the 'Invoices' or 'Order History' section within your account.

When can I expect my money back?

Within 14 days.

Shipping, Return & Exchange

Where can I track the status of my order?

You will receive an order confirmation email, which includes a track & trace link that allows you to monitor the progress of your delivery.

Can I order internationally?

Yes you can, we ship worldwide and the shipping costs are calculated at the check out!

In our shipping policy you will find the shipping costs per country.

I would like to exchange a product, is that possible?

You can! Not satisfied with the color? Too many doubts? Contact us and we will be happy to help you find a great match!

I would like to return a product, is that possible?

Yes, you can if the items are unused. Please send the invoice number of your order via the contact form. Please register your return within 14 days. You are responsible for covering the return costs.

Are there costs for returns?

Yes, if you decide to return an item, you will be responsible for the return shipping costs.

When can I expect my order at home?

The expected delivery time is 2-3 business days within Europe. All purchased made before 15:00 are shipped the same working day.

I am not at home when my package is delivered, what should I do?

Have the package delivered to an address where you know you'll be present on the delivery day.
If you're not available, the package may be given to your neighbors or redelivered the following day.
If you're not at home for the second delivery attempt, the package will be taken to a collection point. You'll be notified about this.
The package will remain at the collection point for 7 days before it is returned to us.

Do the prices include VAT?

All prices listed include VAT according to the rate of the destination country.

How can I report a change to my order?

If you place an order and it has been completed and you want to change something, you can contact us by telephone or e-mail. Has your order already been shipped? Then unfortunately nothing can be changed about your order.

Can I also pick up my order?

It is possible to pick up the order at Eeveve B.V..
This can be arranged by sending a mail via the contact form or calling.

I have not received an order confirmation by email?

It is possible that this confirmation has ended up in your spam folder of your email. If it is not in your spam, you can send an email.

There is damage to my package

Please send photos of the damage via the contact form. This should be indicated within 5 working days of receiving your package.

Puzzle play mats

365 days product warranty.

How do I assemble the play mat?

Here you can find a assembly instruction.

How do I clean the puzzle play mat?

Clean the puzzle mat using a damp cloth with mild soap and water.

Ensure the mat is completely dry on both sides before placing it back on the floor. You can do this with a towel or by allowing the mat to air dry. Failing to do so could risk fading or mold on both the mat and the floor. Avoid using strong detergents. Also, be aware that many baby wipes contain alcohol, which the material of the mat can't tolerate.

Can there be heavy items on the puzzle mat?

Heavy items such as furniture can leave a permanent imprint in the mat.

What should I prevent on the puzzle mat for optimal use?
  • Not suitable for animals (because of their sharp nails), chairs or other sharp objects. These can damage the mat.
  • Avoid direct sunlight. Prolonged exposure to the sun will damage the design.
Can I use the play mat outside?

We do not recommend using the mat outdoors as the rough surface can damage the mat and sunlight can fade the print.

What surface is the puzzle mat suitable for?

The puzzle mat can best be put together on a flat surface. If the surface is uneven, the puzzle edge cannot connect properly.

Are the puzzle mats safe for children?

Yes! And can be used from 0+ months!

Find more information here.

What are the puzzle mats made of?

The play mats are made of high-quality EVA foam. They are non-toxic and free from formamide. The mat features an easy-to-clean, non-slip, soft, and cushioning allergy-friendly surface. The Eeveve play mats hold a CE certificate, conforming to European EN71 standards, and have REACH approval.

Find more information here.

What sizes does a standard puzzle mat have?

The play mats are available in 3 sizes.

Dimensions per tile: 23.6" x 23.6"
Thickness: 12mm

120 x 180cm
6 tiles + borders

180 x 240cm
12 tiles + borders

180 x 360cm
18 tiles + borders

Can I buy individual puzzle pieces?

The mats are made per piece. This method of production means that it is not possible to order individual parts of the mat.

Splat mats

What is the best way to remove stains on the floor mat/placemat?

Stains such as food, chalk, watermarker and pencil are easy to remove with water and a mild soap. (Dish soap, for example, is no problem at all)

How can I keep the floor mat as beautiful as possible?

Make sure you have a clean and flat surface before placing the mat on the floor . If dirt gets under the mat and you slide over it with a chair, the print on the top layer will be damaged. Everything you put on the mat should not be sharp. Make sure that those items that slide across the mat are protected at the bottom.

Can a floor mat lie on a heated floor?

Underfloor heating is no problem for your floor or the floor mat.

Can the floor mat lie on any type of floor?

Yes, you can, but take the following into account: do you have a coated or lacquered floor? Then pay attention to whether it contains solvents that are released from the floor.

As an example: Solvent - it can soften the mat and floor due to the constant release of the solvent, causing damage.

What NOT to do (to preserve the products)
  • Do not place the floor mat rolled up in a corner, otherwise the mat will wrinkle and it will take a long time before the mat is nice and smooth again. If this has happened: place the mat in the sun on a flat surface. The heat flattens the mat faster.
  • Be careful when sliding the chair on and along the edge of the mat, as this can damage the print more quickly. - Do not use the mat under an office chair with wheels.
  • Do not try to clean with the abrasive side of the sponge.
  • Do not use of coarse cleaning agents.
The products are still a bit curled up when I take them out of the packaging, how long will it take for them to straighten?

It works a like a rug, leave the products on a flat surface for 1 day, then they are nice and flat. If you also store the products on a flat surface, they will keep their shape.

Can I take the products with me on a trip?

The luxury packaging that Eeveve products come in is designed to safely store and transport your items!

Can I place the floor mat standing in a corner?

The floor mats can be stored in the tube. Storing in a standing position is only possible if the storage set is complete and the inner tube is used to roll the mat around. To preserve the mat, it is always better to store the mat in a lying position.

Placemats & Coasters

Are the placemats resistant to extreme heat?

The products can handle a heat of 110 degrees Celsius. A warm plate from the oven is no problem at all!

Can the coasters go in the dishwasher?

Say goodbye to all the circles and stains from coffee or wine, because after a round in the dishwasher, the coasters come out like new!

Contact us

Do you have questions about your order or a general question?