FAQ

Packages

What is the expected delivery time of my order?
An expected delivery time is included for all products at Ouwehand webshop. Products available in stock will be delivered to addresses within 3-7 working days.

What are the shipping costs?
The shippings costs are depanding of the type of product.

Is it possible for an order to be delivered to a country outside Europe?
No, at the present time we only deliver to the Netherlands, Belgium and Germany.

Can the invoicing address be different to the delivery address?
Yes, this is possible and should be entered while placing the order. Choose the option ‘Ship to different address’. 

How can I view the status of my order?
You can check the status of your order by visiting ‘My account’ and clicking on ‘My orders’.

I have not yet received my order.
You will receive a track & trace number by e-mail as soon as your order has been dispatched. You may use this number to check the progress of your package via the delivery company’s website. 

 

Returning packages

Within what period of time may I return products?
A product may be returned within 14 days.

Can I exchange a product?
Unfortunately, it is not possible to exchange products already ordered for different products.

How can I return my product?
A product may be returned within 14 days. Make sure that the cost of return postage is fully paid and the full cost of the product(s) returned will be reimbursed to your account within 14 days of receipt. Goods are returned at the sender’s own risk. Ouwehand webshop does not take responsibility for returned goods that are damaged or lost.

How can I get my money back?
You may return the product if you are not satisfied with it. The package you have received contains a return form with a return address. Make sure that the cost of return postage is fully paid and the full cost of the product returned will be reimbursed to your account within 14 days of receipt.

My order is damaged.
We always take the greatest care when packaging and dispatching products. If you have received a damaged product, you may return it. Please contact us: shop@ouwehand.nl.

What conditions are attached to the return of a product?

The following conditions must be met in order for a product to be returned:

  • the postage costs must be paid in full;
  • a product may be returned within 14 days;
  • if the seal is broken on a CD or DVD the product may not be returned;
  • the product should be returned in its original paskaging;
  • the returned product should be accompanied by a completed return form and the original invoice.

Goods are returned at the sender’s own risk. Ouwehand shop does not take responsibility for returned goods that are damaged or lost.

 

Payments

Which payment options does Ouwehand webshop support?
Ouwehand shop offers the payment option:

  • Credit card
  • Prepayment by bank transfer
  • iDeal

 

Account

How do I set up an account?
You need a personal account to place an order at Ouwehand webshop. To do this, click on the option ‘My account’. This opens a page with the option ‘Create an account’. Click on this and a page opens on which you will be asked to enter various details. You will be required to enter your e-mail address and create a password with which to log in.

I am unable to log in.
First check whether you have entered the correct e-mail address and/or password. If you have forgotten your password, click on ‘Forgot your password?’ and we will send a new password to your e-mail address.

I have forgotten my password.
If you have forgotten your password, click on ‘Forgot your password?’ and we will send a new password to your e-mail address.

Can I change my account details?

Once you have logged in at Ouwehand webshop go to your personal details page by clicking on ‘My account’. Here, you can change your account details.

 

Ordering

How do I order a product?
Once you have found a product, choose the size and quantity. Next, place the product in your shopping basket. When you have finished shopping, click on the shopping basket. Proceed to the payment menu by clicking on ‘Proceed to checkout’. You may only place an order once you have created a account.

Do I receive a confirmation?
Your order will be confirmed by e-mail. You will also receive an e-mail once your order has been dispatched.

Is it possible to cancel an order?
Unfortunately, it is not possible to cancel an order once it has been placed.