Products

An item I bought is now on sale, am I entitled for a refund on the difference?

As an online business our prices change in accordance with trends, customer demand and stock availability. We are therefore unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.
You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won’t purchase this item first. We also can’t guarantee that by the time you return the product and make another purchase the price of the item will still remain on sale.

If an item is ‘out of stock’ on your online store, how long will it take you to re-stock?

Items which are ‘Out of Stock’ vary in timescales to get them back in stock. To get an estimated time please send us an email – [email protected].

How do I know if an item is in stock?

If an item is available to order online then this means the item is in stock. The product page will inform you if an item is low in stock or cannot be ordered.

Are prices in the online shop equal to prices in other stores?

The prices in our stores are in most cases lower than what you may find in other stores. Occasionally some prices may vary slightly due to supply chain or for promotional purposes. In the unlikely event that you find a similar product for a lower price on another store – please let us know!

How can I get more information on a product?

We try to give a good and detailed description for each article in our online store. However if you are still looking for more information – please send us an email – [email protected] – and we will do our best to help.

Order

How do I order?

We do our best to ensure that your shopping experience is as easy and secure as possible.
Use the Search or the menus to navigate through our shop and observe our products. Once you have found what you are looking for, select the number of items you wish to purchase and add it to your shopping cart.
Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
If you are in any doubt or encounter any issues – you can send an email to [email protected], and we will be happy to assist you further.

Where can I find the latest update regarding my order?

You can get an update on your order status by checking your order in your ‘My Account’ section on our website. You will need to sign in to access this area.

Is it possible to change anything on my order after I submit it?

For any changes to your order, please get in touch with us immediately after placing the order. We will attempt to stop or amend your order with our dispatch team, although this may not always be possible (such as the case when your order has already been shipped). If it is not possible, we will advise you on the next steps.

Can I call one of your stores by phone to ask about my order?

Unfortunately not. Our ‘t Oorzaakje stores operate on a completely separate logistic platform from our webshop, so the only way to get information about orders made on the webshop is through this website.

How is my order shipped?

Our shipping partners are PostNL and DPD. We try to ship the same or next day. Orders of up to €39 are shipped in a padded envelope. Orders above €39 are shipped in a box with tracking information.

If an item is ‘out of stock’ on your online store, how long will it take you to re-stock?

Items which are ‘Out of Stock’ vary in timescales to get them back in stock. To get an estimated time please send us an email – [email protected].

How do I know if my order was successful?

You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.

How do I know if an item is in stock?

If an item is available to order online then this means the item is in stock. The product page will inform you if an item is low in stock or cannot be ordered.

Can I complete an order via email instead of the online store?

Yes, if for any reason you are unable to complete your purchase using our online store, please send us an email to [email protected], and we will assist you with completing your order.

Payment

Do the prices I see on your site include VAT?

Yes, VAT is already included in all prices indicated on the webshop.

When will I be charged for my purchase?

Due to the nature of our online payments system, the full cost of the order will be charged as soon as it is placed, or very shortly afterwards.

What currencies do you accept?

All purchases on our webshop are processed in Euro (€).

Which payment methods do you accept?

We accept payment by bank transfer (iDeal in the Netherlands, Giropay in Germany and Bancontact in Belgium), credit cards (VISA and Mastercard), and PayPal. If you would like to pay in any different way – please send us an email – [email protected] – with your request and we will consider it.

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, by the financial institution involved, to ensure the authenticity of each card payment.

Delivery

How much do you charge for shipping?

Shipping to the Netherlands is offered FREE of charge.

Shipping to Belgium or Germany is FREE on orders above €49, and costs €8.90 on orders below this amount.

We usually ship the same or next day.

Where can I find the latest update regarding my order?

You can get an update on your order status by checking your order in your ‘My Account’ section on our website. You will need to sign in to access this area.

How do I know if my order was successful?

You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.

Where do you ship from?

Most of the time we ship from Amstelveen, The Netherlands. In some cases we may also ship from one of our stores.

Can you ship to PO Box addresses?

It depends, so preferably you should give an actual address. Our couriers may require a recipient signature to prove delivery of an item. This cannot be guaranteed at a PO Box address.

Can someone else sign my delivery?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

Can I select the day and time of delivery?

We do not provide this service at this moment.

Do you deliver on weekends?

Our courier companies may deliver on Saturdays, but not on Sundays.

Can I pick up my order in one of your shops?

No, unfortunately we are unable to provide this service at the moment, due to logistic issues.

Why didn’t I receive an email confirmation for the dispatch of my order?

Our email system is automated, and an automated email is sent to you – to the given email address – when your order is dispatched. Please check all folders including you junk as your mail client may consider it as spam. To ensure emails reach you we suggest that you add our email address – [email protected] – to your trusted senders list.

How long will it take for my order to arrive?

In most cases we will ship the day after you purchase, and you can expect to get the package within 1-2 business days after shipping. In some cases we may need a few more days to prepare your order for shipment. Some other times, the delivery company may be delayed due to different reasons, such as high pressure during holiday season. For this reason we cannot guarantee an exact delivery time, but generally,  about 95% of all orders arrive to their destination within 2-4 days from the moment of ordering.

What delivery methods do you use?

We mostly ship PostNL and DPD.
We reserves the right, though, to use discretion in any circumstance where it makes more sense to use alternative delivery methods.

Return & Refund

Who pays for shipment of returned items?

If you are returning an item you regret buying and request a refund (in accordance with to our terms and conditions) – we will refund the cost of the item only, but deduct the original delivery cost. You are also expected to pay for shipping the item back to us.
However, if you are returning an item which was damaged upon arrival we will refund the return delivery costs as well as the shipment of the new item.

What do I do if I received a damaged item?

We take great care in dispatching goods at the highest quality, however we know that sometimes things can go wrong and you may need to return a damaged item. In such a case, please follow this procedure: We would require an image to be emailed to us showing the damage caused. Please email this to [email protected], include your reference order number, and attach a copy of your invoice and an image of the parcel you received it in. More information can be found on our terms and conditions page [here].

When will you confirm that you have received my returned product?

We aim to process returns within 1-3 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email – [email protected].

How long does it take to get a refund?

Once we receive your item(s) back we will inspect and restock the goods. After this is done, an automated refund is generated on our system. Your outstanding refund is then processed back to your original payment method. This process typically takes 1-5 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.

What is your return policy?

Our return policy is clearly stated in our ‘Terms and Conditions’ which you will be asked to agree to during the check out process. You can read it [here]

How do I make a complaint?

If we make a mistake we are more than happy to listen to your feedback and take responsibility. There is always room for improvement. Contact Us and we will do our best to find a solution.