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Frequently Asked Questions

Delivery and ordering

What is the delivery time for my order?

Delivery takes on average:

  • 1-3 working days within Europe.
  • 3 business days to USA.
  • 3-5 business days to Asia Pacific and the rest of the world.

When shipped, you will automatically receive an email with a track & trace code with which you can track your order and, in most cases, also change the time of delivery or the delivery address, for example to a pickup point nearby.

What are your delivery options?

Your Dutchshopper order will be shipped 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 parties. This means that an attempt is made once to deliver the order to the delivery address. If you are not at home, the package will be delivered to the nearest collection point. In most cases, before delivery, you can choose an alternative collection point as the delivery address 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 delete the browser history and cookies. Something can be stored in the cookies that prevents the page from functioning properly. We also recommend using Google Chrome as a browser.

How can I order a package to be delivered to someone else?

In your order, enter your delivery information in the "Your Shipping Address" field of the checkout page and then, after selecting a shipping method, select the "Use a different billing address" box in the "Payment" field to enter your own billing information.

How can I track my package?

As soon as your order has been shipped, we will send a shipping confirmation with a track & trace code. This allows you to track the package online. Please note that your order may be shipped in two or more packages. In this case you will see two or more codes in the shipping confirmation.

Can I change or cancel my order?

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

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. Payment is always made via Mollie. The payment method is chosen before confirming your order.

You can choose from the following payment options:

  • iDeal internet payment (most Dutch banks)
  • Credit card (VISA, Mastercard or American Expres)
  • Sofort
  • Giropay
  • Paypal
  • Bancontact

Why haven't I received an invoice for my order?

The invoice will be sent to the email address used for the order within a few days after the order. To be sure, also check your spam inbox.

How can I use a discount code or gift vouchers?

Add the code to the "Gift voucher or discount code" field on the shopping cart page. Don't forget to click "Activate" after adding the code. NB! You can only add one discount code or gift voucher per order.

My discount code doesn't work. What can I do?

It is useful to read the conditions 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 lower than the amount required for the discount code.

• The discount code applies to a specific delivery method or product category, which is not the case for this order.

• There is a space at the beginning or at the end of the input field or there is a typo in the discount code.

Is the discount code still not working after checking the above points? Please contact us via email (info@dutchshopper.com) or via the chat window at the bottom left of this page.

Returns & complaints

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

We always package our products as best as possible, but sometimes we are unlucky when a product breaks during transport or something goes wrong while preparing your order. Have you received a damaged or incorrect product, or is a product missing? We would like to receive a photo of this and in most cases we will reimburse this, 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 on the bottom left of this page. So that we can offer you a suitable solution as quickly as possible.

What right do I have to return products?

Unfortunately, products cannot be returned, but if an incorrect product has been delivered or ordered, we will reimburse this. We would like to receive a photo of the incorrectly delivered product so that we can initiate the refund. Please contact us by email (info@dutchshopper.com) or via the chat window on this page at the bottom left if you want to return a product.

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

We always pack our Dutchshopper packages as well as possible, but sometimes we are unlucky that something breaks during transport. Have you received a damaged package or have you not received your package at all? We would like to receive a photo of the damaged package so that we can offer you a suitable solution as quickly as possible. Please contact us by email (info@dutchshopper.com) or via the chat window on the bottom left of this page.

Other questions

Customs

Dutchshopper has no influence on VAT and import duties for shipments outside the EU, these may differ per country. The costs resulting from this are borne by the customer. Dutchshopper also has no control over the import regulations and is not responsible for any resulting delays in shipping days. All products are shipped according to the import regulations known to us. For more information, please contact customs in the destination country.

I forgot my username/password. What should I do?

We've all had this!

If you have forgotten your password, click on ''Forgot your password'' when logging in. You can then create a new password.

If you've forgotten your username, we have good news: your username is always your email address.

If you need further assistance, our customer service team will be happy to assist you.

Contact

Have you not found the answer to your question? Contact us, we are happy to help you!

Customer service is open from 9:00 AM to 5:00 PM (Mon-Fri) to answer your questions. You can contact us via email (info@dutchshopper.com), the chat at the bottom right of the web page and by telephone at +31 97010204585

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