FAQ

Here you will find answers to the questions we hear most often from PMU artists, studios and academies. Can't find what you are looking for? Our team is happy to help on WhatsApp.

Orders and shipping

When will my order be shipped?

We dispatch orders Monday to Saturday. Orders placed before 15:00 (CET) are shipped the same day. On Mondays and Saturdays the cut-off is 13:00. Orders placed after the cut-off ship on the next dispatch day. We do not dispatch on official public holidays.

How much does shipping cost and how long does delivery take?

Within the Netherlands, shipping is a flat rate of €4.95 and your order is delivered the next business day after dispatch. For other EU countries, delivery takes from 3 business days, and some remote regions can take up to 7 to 9 days. The exact shipping cost is calculated at checkout. You can find all details in our shipping policy.

How can I track my order?

As soon as your order has been dispatched, you will receive a confirmation email with tracking information.

How do I get an invoice for my order?

A printed invoice is included in every parcel. You can also download a PDF invoice at any time: log in to your account, open the order and click "Download invoice". For EU business orders without VAT, your VAT ID is shown on the invoice.

My parcel arrived damaged. What should I do?

Please report it on WhatsApp within 24 to 48 hours of delivery. Send us photos of the damage, photos of the packaging and your order number, and we will look for a solution together with you.

My parcel has not arrived. What now?

Please let us know on WhatsApp within 48 hours after the expected delivery date and include your order number, so we can look into it right away.

Returns

Can I return my order?

Yes. You have the right to return your order within 14 days of receiving it. Products must be unused, undamaged, complete and in their original packaging.

Which products cannot be returned?

For hygiene reasons, opened sterile or sealed products cannot be returned. This includes pigments, needle cartridges, hygienic disposables and any other sealed or sterilised product. A box of cartridges from which one cartridge has been taken cannot be returned either.

How do I return a product?

Send us a message on WhatsApp with your order number and the reason for your return. We will reply with instructions and the return address.

When will I receive my refund?

We refund your order within 14 days after your return has been received and approved. The refund is made via your original payment method.

Who pays for return shipping?

Return shipping is paid by the customer, unless the item arrived damaged or you received the wrong product. In that case, please contact us on WhatsApp before sending anything back. Read more in our refund policy.

VAT and business customers

Do your prices include VAT?

All prices are in euros and include VAT where applicable.

Which payment methods can I use?

The available payment methods are shown at checkout.

Can I buy VAT-free as a business?

EU businesses outside the Netherlands with a valid VAT number can buy VAT-free under the EU reverse charge mechanism. Businesses based in the Netherlands pay Dutch VAT (btw).

Products and advice

Who are your products intended for?

All our products are intended for trained professionals.

Can you help me choose a pigment, colour, cartridge or machine?

Of course. Send us a message on WhatsApp and tell us about your technique and what you are looking for. We are happy to advise you.

Can I get the safety data sheet (MSDS) of a product?

Yes. Ask us for the documentation of the product you need on WhatsApp.

Studios, academies and wholesale

Do you offer volume orders and student kits?

Yes. Studios and academies can order in larger volumes and request student kits. Have a look at our wholesale page for more information.

How can I become a partner or ambassador?

For partnerships, please fill in our partner application. Would you like to represent PMU Master Boutique as an artist? Discover our ambassador program.

Contact

How can I contact you?

The fastest way to reach us is WhatsApp at +31 6 1000 7998, Monday to Saturday from 10:00 to 18:00. For business inquiries such as partnerships or wholesale, you can also email info@pmumasterboutique.nl. You can also use our contact page.