- Frequently Asked Questions
Frequently Asked Questions
Frequently asked questions and useful answers
What is the delivery time of the items?
An indicative delivery time is indicated for all items in our shop.
When you order multiple items at once, we do our best to have everything delivered to you at once. In that case, the delivery time of your entire order will be equal to that of the item with the longest delivery time.
What should I do if the delivery time has expired and I have not received my order yet?
In exceptional cases, PostNL will do a few days on the delivery of an order instead of 24 hours. Have you not received your order 3 business days after it has been shipped? Please contact our customer service. In order to be of service to you as soon as possible, we kindly ask you to provide your ordering number in your e-mail, or to keep it at hand if you call us. In the event that an order has not been shipped even though the stated delivery time has expired, we will inform you of the delay by e-mail. If you have not received your item for 5 working days after the expiry of the delivery time, you can contact our customer service.
How do I know where my order is located?
Our orders are delivered by PostNL. If a shipment does not fit the letterbox or represents a high value due to its size, it will be shipped as a parcel post. In that case, you will find a 3S number in the order status of your order. With this number you can follow the shipping process of your parcel on the site of PostNL www.tracktrace.nl. Packages are generally delivered later in the day than the letterbox post. Please note: We are currently renewing our software. This may prevent you from receiving a 3S number for your shipment. We hope to have this resolved shortly. If you do not receive a 3S number and you want to know where your parcel is located, you can of course always call or email us.
Which countries do we send to?
We send to all countries within Europe.
What are the shipping costs?
Deliveries to the Netherlands and Belgium are delivered from €20,-free of charge. For orders under €20, we charge €3.95 (NL), €4.95 (B). For deliveries to other countries within Europe, regardless of the order amount, we charge €8.95.
Can I return the items?
You can return most of the items you bought from us within 14 days to the address below, provided they do not show any traces of use. Note: If the item is packaged in Cellobe, the cellobe may not be open. Please send the original invoice/packing slip.
2809 PG Gouda
Will I get my money back if I return my order?
If you return an item within the prescribed conditions, you will be refunded your money within a few days.
I have received a wrong article, now what?
If you have accidentally received a wrong item, you can return it within 7 working days. To find out why you have received another item, it is important that you indicate on the back of the invoice what the reason for the return is and what the difference is between the received and the ordered item. Please mention the order number (s) and send the item to:
2809 PG Gouda
If I send an item return, will I automatically receive a replacement copy?
No, when you have returned an item, you will not automatically receive a replacement copy. Once we have received and processed your return, the amount paid will be refunded to your account as soon as possible. So, place a new order if you want a new copy.
I tried to log in, but my email address and/or password is not accepted. What should I do now?
There are several reasons why it sometimes fails to log in:
- You have not previously logged into the site. Register first, then you have an email address and password that you can use to log in.
- You have not entered your password correctly. Click the forgot password link. You will receive an e-mail from us with your password. Do not copy and paste this password, but type it in the login screen!
- You copied the password from the mail and pasted it. This sometimes copies spaces with them, so logging does not work.
How can I contact customer service?
Did you not find an answer to your question on this page? Please contact our customer service at info@Francienskattenshop.com