Shipping information & Return Policy

 

Please read the instructions below before filling out the return form.

 

The product is defect. Do I have a guarantee?

  • We provide a standard 1 year warranty on the cutlery.
  • Damage due to incorrect use or maintenance (see our maintenance instructions) is not covered by the warranty.
  • If the product is defect you must first contact us about the defect (see contact details).
  • Returning is free in the case of a defect covered by the warranty.
  • We will replace or reimburse the product as soon as possible.
  • In the event of a guarantee, you will be reimbursed the full purchase price, the previously paid shipping costs and the shipping costs for returning.
 

How can I cancel my order or return my product(s)?

  • If you are not satisfied and wish to cancel the purchase or exchange the product, you can send it back to us.
  • You must let us know within 14 days after receiving your product. After this notification you have (another) 14 days to send the product to us.
  • After the notification of the return, we will send you a return label.
  • The costs for this shipping label are for your own account, unless we have sent you the wrong product and the product needs to be exchanged.
  • You must return the product unused, undamaged and in its original packaging.
  • You can deliver the package to a Post agency.
  • Used or damaged products are not taken back.
  • As soon as we have received the product, you will receive a confirmation.
  • If you have opted for an exchange or other product, we will send it to you as soon as possible after receiving your product.
  • Did you return the product because you do not longer want the product and you want to cancel the purchase? We will refund the purchase amount, excluding the previously paid shipping costs, to your bank account as soon as possible.
 

When will my order be sent and delivered?

Click here to track your package

  • Products are sent from our warehouse in the Netherlands with PostNL. 
  • If you are not at home, the carrier will try it again later. It is usually possible to choose your next delivery time on the website of the carrier.
  • If you are not at home on a second attempt, the carrier will take the order back and you can pick it up at the nearest pick-up point of the carrier.
  • If the product is in stock, it will usually be delivered to you between 1 and 3 business days.
  • We send orders by registered mail.
  • You will always receive a shipping confirmation.
  • You will also receive an email with a link ('track & trace') so that you can track your order yourself.
 

How much are the shipping costs?

An overview of the shipping costs can be found here. These are calculated automatically in your shopping basket.

Belgium and Germany€ 9.00:

EUR1 countries: € 18.00
(Denmark, France, Monaco, Italy, Luxembourg, Austria, Spain, Portugal, United Kingdom, Sweden)

EUR2 countries: € 25.00
(Bulgaria, Estonia, Finland, Hungary, Ireland, Croatia, Latvia, Lithuania, Poland, Portugal, Romania, Slovenia, Slovakia)

EUR3 countries: € 30.00
(Albania, Andorra, Bosnia and Herzegovina, Cyprus, Gibraltar, Greece, Greenland, Iceland, Liechtenstein, Macedonia, Malta, Moldova, Montenegro, Norway, Ukraine, San Marino, Turkey, Vatican City, Belarus, Switzerland)

World (other): € 35.00

 

I have not received my order. What should I do?

Please contact us in the following cases (see contact details):

  • If you do not have a track & trace code and you have not received your order within 5 days after the shipment confirmation.
  • If you have received a track & trace code, but if it no longer shows any further information or progress (the status remains unchanged).
  • If according to the track & trace code the package would have been delivered, but you did not receive it.

What are we doing?

  • We contact the carrier and request for an investigation. 
  • The investigation can take a few days to a couple of weeks.
  • If the investigation shows that the package was lost during transport, we will send you a new product free of charge as soon as possible.
  • If we cannot deliver the product (not in stock) or if you no longer wish to receive the product, we will refund the purchase amount to your bank account.

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