Frequently Asked Questions

Below you will find important information related to ordering, shipping, returns, etc. Read these carefully before placing an order. If there is an issue with your purchase, you may be able to find answers here. If you have specific questions, don't hesitate to contact me using the button at the bottom of this page.

Ordering

• When will my order be shipped?

Orders will be fulfilled in 1-2 business days. As soon as your package has been sent, you will receive a confirmation mail (check your spam folder in case you haven't received it).

If you chose tracked shipping, you will receive a separate e-mail once your tracking number is available.

• What information do I need to share at check-out?

Make sure to enter the correct delivery address at check-out. If you have checked out with the wrong address, contact me as soon as possible so that I still have a chance to change it. Unfortunately, there is no way for me to redirect your package if it has already been sent out.

In case the parcel is returned to me due to customer error, I may be able to resend the order. However, the buyer is responsible for any additional shipping costs.

• What payment methods do you accept?

I accept PayPal, IDeal, Sofort, Apple Pay, Maestro, Mastercard, American Express, Visa, Discover, JCB and UnionPay.

• Can I have my order gift wrapped, or sent as a gift to someone else?

Yes! In that case, get in touch by adding a note with your wishes in the 'Message for the Merchant' box in your shopping cart, or use the contact form. I will get back to you as soon as possible.

Shipping

• Where do you ship to?

Currently, I only send items within Europe. I am hoping to expand the range of countries in the future! I also ship to the United Kingdom, but due to Brexit complications I can only do so via Etsy.

Because of packaging laws that require extra administration, I can't send to France and Germany at the moment. However, I am working to be able to do so very soon.

• How are orders shipped?

I use PostNL (the national Dutch postal service). At check-out, you have the option between untracked and tracked shipping. Tracked shipping is slightly more expensive, but allows you to follow your parcel during it's entire journey. If you want extra security and troubleshooting options I recommend choosing tracked shipping. I use mailbox-shaped boxes as often as possible. This means you don't have to stay home to collect your parcel.

• What does shipping cost?

This depends on a few things, including your location and the total weight of your parcel. Shipping costs are calculated at check-out and can be previewed before completing your order. Note that I have no control over shipping costs, and I unfortunately have no way of offering reduced rates.

• Do I have to pay for customs and VAT?

For deliveries within the EU, the VAT is included in the price and there should be no additional costs for customs.

For deliveries outside the EU, there may be extra fees depending on your country's tax law and total value of the order. I will include any necessary customs forms in your package. Please be aware that customers are responsible for any import duties and taxes that may apply. To avoid any surprises, please check your country's customs laws prior to placing your order.

Troubleshooting

• My order hasn't arrived

I'm sorry to hear that! Sometimes packages can get delayed in the postal system, especially during busy times (such as around the holidays). In this case, allow for the following maximum delivery times:

The Netherlands: 2 weeks

Europe: 4 weeks

If you still haven't received your order after this timeframe and you have chosen for tracked delivery, contact me and I will do my best to help you. Unfortunately, for untracked orders I cannot see where you order is after it has been dispatched. Since I have no control over packages once they have been shipped, I do not offer refunds in case of lost mail. However, I can re-send the order free of charge.

If the tracking information states your package has been delivered, but hasn't, contact your local post office directly.

• My order arrived damaged

I always pack my orders as carefully as possible, but should something arrive damaged despite that, please get in touch. Include clear and detailed photos of the damage in your message. Once I have looked at these, I can send you a replacement.

• My order arrived and something is missing/incorrect

My apologies! In this case, contact me with clear images of your order. I can replace anything that is missing.

Returns & Cancellations

• Can I return my order?

You have the right to return your order for any reason within 14 days of receiving it. If you would like to return your order, send me a message so we can sort out a return shipment. After we have settled on a return, you have 14 days to send it back to me. Then I will refund you using the same payment method you used to place your order. Make sure to package it safely, as I cannot refund your order if it arrives damaged or with clear signs of use. The customer is responsible for the cost of the return shipping.

Due to technical limitations, I cannot offer return payments for transactions that are over 30 days old.

• Can I cancel my order?

I can only cancel your order if it has not been sent out yet. Once your order has been shipped, I can no longer cancel it. However, you may send it back to me upon receiving it. See the refund policy above for details.

• Can I exchange my order?

If you wish to return parts of your order, please see the return policy above.