FAQ

Here you will find answers to the most frequently asked questions about our products, orders, and shipping. Is your question not listed? Please feel free to contact us.

Delivery and order

What is the delivery time of my order?

The delivery time after dispatch usually takes: 1-3 working days within Europe. 3 working days to the US. 3-5 working days to Asia-Pacific and the rest of the world. You will automatically receive an email with a tracking code upon dispatch, allowing you to follow your order and, in most cases, also to change the delivery time or address, for example to a nearby collection point.

What are your delivery options?

Your Dutchshopper order will be sent via PostNL, UPS, Fedex, or DPD. This depends on the country of delivery and the choice you make during checkout. All products are shipped from our warehouse in Lelystad. Orders follow the standard delivery of these carriers. This means that a single attempt will be made to deliver the order to the delivery address. If you are not at home, the parcel will be left at the nearest collection point. In most cases, you can choose an alternative collection point as the delivery address before delivery via the track & trace link. Orders will then remain at the collection point for at least one week. The total delivery costs depend on the country of delivery and the total weight of the order. The exact delivery costs (per weight) are automatically calculated in the calculator to the left of the shopping cart.

I cannot place an order. What can I do?

If the webshop does not seem to work and you cannot place an order, it is wise to clear the browser history and cookies. Something may be stored in the cookies that prevents the page from functioning properly. Additionally, we recommend using Google Chrome as your browser.

Can I change or cancel my order?

Because we start processing your order as quickly as possible, it is no longer possible to add new products after the order confirmation. If you want to cancel your order, please contact us as soon as possible via the email address info@dutchshopper.com or send us a message through the chat window at the bottom right of the webpage.

How can I track my parcel?

As soon as your order has been sent, we will send a shipping confirmation with a tracking code. With this, you can follow the package online. Please note that your order may be sent in two or more packages. In this case, you will see two or more codes in the shipping confirmation.

How can I order a parcel that must be delivered to someone else?

Enter your delivery details in the field "Your Delivery Address" on the checkout page and then, after selecting a shipping method, tick the box "Use a different billing address" in the "Payment" field to enter your own billing details.

Payments, discount codes & gift vouchers

Which payment methods can I use?

You can always pay for your Dutchshopper order safely regardless of the payment method. The payment is always processed through Mollie. The payment method is chosen before confirming your order. You can choose from the following payment options: iDeal online payment (most Dutch banks) Credit card (VISA, Mastercard, or American Express) Sofort Giropay Paypal Bancontact

Why have I not received an bill for my order?

The invoice can be sent again upon request.

How can I use a discount code or gift vouchers?

Add the code to the field "Gift voucher or discount code" on the shopping cart page. Remember to click "Activate" after entering the code. Note! You can only add one discount code or gift voucher per order.

My discount code does not work. What can I do?

It is helpful to read the terms for using the discount code in the email you received with the code. Common reasons why the discount is not activated are: • The total amount of the order is less than the amount required for the discount code. • The discount code applies to a certain delivery method or product category, which is not the case for this order. • There is a space at the beginning or end in the input field, or there is a typing error in the discount code. Does the discount code still not work after checking the above points? Then please contact us by email (info@dutchshopper.com) or via the chat window at the bottom left of this page.

Returns & complaints

What right do I have to return products?

Products cannot unfortunately be returned, but if a wrong product has been delivered, we will reimburse it. Please send us a photo of the wrongly delivered product so we can start the refund process. For this, please contact us by e-mail (info@dutchshopper.com) or via the chat window at the bottom left of this page if you want to return a product.

My package contains a wrong product, a product is missing, or a product is broken. What can I do?

We always pack our products as carefully as possible, but sometimes we are unlucky and a product gets damaged during transport or something goes wrong while preparing your order. If you have received a damaged or wrong product, or if a product is missing, we would like to receive a photo of it and in most cases we will compensate you, unless it is a product for which it is stated that transport is at your own risk. Please contact us by email (info@dutchshopper.com) or via the chat window at the bottom left of this page. This way we can offer you a suitable solution as soon as possible.

My package was damaged during transport. What can I do?

We always pack our Dutchshopper parcels as carefully as possible, but sometimes we are unlucky and something breaks during transport. Have you received a damaged parcel or have you not received your parcel at all because of this? Then we would like to receive a photo of the damaged parcel so that we can offer you a suitable solution as soon as possible. Please contact us by e-mail (info@dutchshopper.com) or via the chat window at the bottom left of this page.

Is your question not listed?

Are you not quite sure or do you have a question? Feel free to send us a message using the form below. Our team will do their best to help you as soon as possible.

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