Frequently asked questions

We ship on Mondays and Thursdays. After that, delivery usually takes: the Netherlands the next business day, Belgium and Germany 1 to 2 business days, the rest of the world about 4 business days. Pre-orders have their own delivery time, which you can find on the product page.

As soon as your order ships, you'll get an email with a tracking link. It shows where your parcel is and when it will be delivered. With FedEx tracking you can often change the delivery date or address while your parcel is on its way. Didn't see the email? Check your spam folder.

Check the tracking first: it shows the latest status. Is it really taking longer than the delivery times above? Let us know with your order number and we'll look into it with the carrier.

Ask your neighbours and check the pickup point. The tracking often shows who signed for it. Still nothing? Let us know and we'll look into it with the carrier.

We ship worldwide with FedEx. If you choose a pickup point, your parcel goes with PostNL in the Netherlands and Belgium, and with DHL in Germany.

Yes. In the Netherlands and Belgium you choose a PostNL point at checkout, and in the United Kingdom a FedEx pickup point. In Germany, enter a DHL Packstation or Postfiliale as your delivery address.

The Netherlands, Belgium, Luxembourg, Germany, France, Italy, Austria, Spain and Portugal: from €150. Other European countries, the United Kingdom and Switzerland: from about €250. The United States, Canada and the rest of the world: from €300. Australia and New Zealand: from €350. Below those amounts, you will see the shipping costs at checkout, before you pay.

Always. Your order comes in a plain box without the SHOSU logo. The shipping label shows Show Support B.V. as the sender, not SHOSU. If you pay by card or iDEAL, your statement will show SP S AMS. With PayPal or Klarna, you'll see the name of that payment service.

You'll see the shipping costs at checkout as soon as you enter your address, before you pay. We pass on exactly what FedEx charges us, with no mark-up. Above a certain amount, shipping is free.

Not within the EU. Outside the EU, import duties, local VAT or clearance fees may apply. You pay these yourself, and they aren't included in the shipping costs at checkout.

Yes. FedEx handles customs clearance, pays the costs up front for you and then sends you a separate invoice. So that email from FedEx is genuine.

Sometimes customs or FedEx asks for extra details before your parcel can continue. Send us the message you received and we'll help you from there.

Credit card, iDEAL | Wero, Bancontact, Klarna, PayPal, Apple Pay, Google Pay, Shop Pay and bank transfer. In some countries also local payment methods, such as Bizum, BLIK, MB WAY, MobilePay and Satispay. Which ones you see depends on your country.

Yes. You can cancel it yourself up to 24 hours after ordering, but no later than 9:00 am on the next business day, when we start packing. Use the cancel button on your order status page. The link is in your order confirmation.

Let us know as soon as possible. Once your parcel has shipped, it's often no longer possible. We only combine orders in exceptional cases.

That depends on the product. We make pre-orders in a run that matches the number of orders. New stock and new pre-orders are announced first in our newsletter.

You need to be 18 or older. This is also in our terms and conditions.

We have each pre-order made specially: the production run matches the number of orders. The product page shows how long you can order and when we expect to deliver. You will always get an email from us before we ship.

Up to and including the end date on the product page. That whole day counts everywhere in the world, whatever time zone you are in.

The expected delivery time is on the product page. We'll keep you posted as soon as there is news about production.

If you order other products together with a pre-order, we ship everything in one go once the pre-order is ready.

For some pre-orders you pay 50% when you order and the other 50% once your order is ready to ship. We'll email you about it.

Yes, as long as production hasn't started. You'll get back what you paid. After that, a pre-order is final, because we have it made especially for you.

A soft inner tube with a dual-action valve. You decide how it feels: pump in air for more pressure, or fill it with warm water for a warm sensation.

The softer, the better. When an inflatable needs thicker PVC for extra strength, we make the material extra soft. The thickness and softness are listed in the specifications of each product.

Wearables have a size chart on the product page. A bodysuit shapes itself to your body as you inflate it. If you want a tighter fit, choose the smallest size that suits you.

Until it's firm, not until it's tight. Over-inflating puts strain on the seams. Also keep it away from heat, such as direct sunlight or a heater.

Only use water-based lubricant with our products.

Clean it after use and let it dry completely before you store it. The guide takes you through it step by step.

We don't make personal custom pieces, but we do read every idea for new products. Got a business project, such as large inflatables for an event? Then we'll put you in touch with Show Support, the company behind SHOSU.

Yes. You have 14 days to change your mind after receiving your order. We deliver all our products sealed. For hygiene reasons, you can only return a product if that seal is still intact.

Via "Withdraw from purchase" at the bottom of every page. You get a confirmation by email straight away, even without an account. Then send the product within 14 days to SHOSU Amsterdam (Show Support B.V.), A. Hofmanweg 34C, 2031 BL Haarlem, the Netherlands. Return shipping is at your own cost, and we recommend sending it with tracking.

Within 14 days after you withdraw, including the standard shipping costs. We may wait until the product has arrived back with us, or until you show that you have sent it.

We're sorry to hear that! Report it via contact and add photos straight away: the whole product inflated, the defect close up and, for a leak, the spot itself. We'll then find the best solution: a replacement, a repair or your money back. Ideally, report it within 14 days of receiving it and keep the product and the packaging.

Inflate the product and apply some soapy water to the seams and the valve. Where bubbles appear, air is escaping. You can often patch a small hole yourself.

Your statutory warranty always applies. Our products are handmade: small differences in print or colour are part of that. Wear and tear, punctures and damage from over-inflating, heat or sharp objects are not covered by the warranty.

An order can arrive in more than one parcel, so check your shipping email for another tracking number. Really received something else? Keep the product sealed and send us a photo of what you received, with the label. We'll then send you the right product.

SHOSU Hearts is our rewards programme. You collect SHOSU Hearts with every order and exchange them for rewards, such as a discount or a free SHOSU String Bag. Joining is free.

Create an account and you'll get 25 SHOSU Hearts straight away as a welcome.

You get 1 SHOSU Heart for every €1 you spend on products. Shipping doesn't count. On top of that, you get 25 when you join and 25 on your birthday. Log in before you order, so they end up in your account.

Add your birthday under Rewards on our site and you'll get 25 SHOSU Hearts every year on your birthday. Do it at least 30 days in advance, otherwise they start from next year.

For example a discount on your order, free shipping or a free SHOSU String Bag. You'll find all current rewards, and how many SHOSU Hearts they cost, under Rewards too.

Log in and open Rewards via the gift icon at the top (on your phone, in the menu), or click here. Choose a reward and you'll get a discount code to enter at checkout. You can use one reward per order.

No, a reward can't be combined with other discount codes or promotions. You don't have to use your SHOSU Hearts right away, so you can save them for another order.

As soon as your order has been paid. Your order confirmation has a link to your balance.

If an order is refunded, the SHOSU Hearts you earned with it are deducted from your balance.

No. Your SHOSU Hearts stay in your account until you use them.