Shipping policy

Shipping policy

We do our best to process every order carefully, pack it securely and ship it as quickly as possible. Below you will find information about our processing and delivery times, shipping costs and delivery of your order.

Processing and delivery times

Once we have received your order and payment, we process your order carefully and ship it as quickly as possible.

Business days are Monday to Friday, excluding official public holidays.

Delivery may take longer during busy periods, promotions, public holidays or unforeseen circumstances. If a product has a different delivery time, we indicate this on the product page where possible or contact you about it.

Any estimated delivery date is an indication and not a guaranteed delivery time.

Shipping costs

The applicable shipping costs are displayed at checkout. Shipping costs may depend on:

  • the destination country;

  • the size and weight of the order;

  • the selected delivery method;

  • any surcharges for large or heavy products.

Shipping and delivery

Once your order has shipped, you will receive a shipping confirmation with a tracking code, if available. You can use it to track the delivery of your order.

Your order will be delivered to the address entered at checkout. Please check your address details carefully before completing your order.

We are not responsible for delays or problems caused by incorrect or incomplete address details.

Multiple shipments

An order may consist of several parcels. This means that not all products may arrive at the same time.

If products are shipped from different warehouses or at different times, your order may arrive in separate deliveries. No additional shipping costs will be charged for this, unless expressly agreed with you in advance.

Large or heavy products

Large, heavy or fragile products may require a different delivery method. For example, the order may be delivered by a specialist carrier or on a pallet.

Any additional costs and specific details will be stated during ordering or agreed with you in advance.

The customer is responsible for ensuring that the delivery location is readily accessible. If the carrier cannot access the location, additional delivery costs may be charged.

International delivery

We ship to the countries that can be selected at checkout in our webshop.

Delivery of international orders depends on the destination and carrier. Any import duties, customs costs, local taxes or other charges outside the European Union are the recipient's responsibility.

We have no control over delays caused by customs or local carriers.

Delays

We aim to deliver quickly. A shipment may be delayed while in transit with the carrier.

If your order has not arrived within the expected timeframe, please check the tracking information first. Contact us if the status has not changed for several business days, or if the order is marked as delivered but you have received nothing.

Damaged order

Please inspect your order immediately on receipt. Has a parcel or product arrived damaged? Report this as soon as possible, preferably within 48 hours of receipt.

Please include the following information in your report:

  • your name;

  • the order number;

  • a description of the damage;

  • clear photos of the product;

  • photos of the inside and outside of the packaging;

  • a photo of the shipping label, if visible.

Keep the original packaging until we have assessed your report. Without photos or packaging, it may be more difficult to recover the damage costs from the carrier.

When you are not at home

If you are not at home, the carrier may:

  • deliver the parcel to a neighbour;

  • take the parcel to a collection point;

  • attempt delivery again later;

  • leave the parcel in an agreed safe place.

The options vary by carrier. Check the tracking information for current delivery details.

Uncollected or refused shipments

If a parcel is not collected from a collection point in time, is refused or cannot be delivered due to incorrect address details, the carrier may return it to us.

In that case, the cost of reshipping may be charged to the customer. Original shipping costs may not always be refunded.

Incorrect address or address change

Contact us as soon as possible if you discover after placing your order that the delivery address is incorrect.

We can only change an address while the order has not yet been processed or handed over to the carrier. Once the order has shipped, we cannot guarantee that an address change will still be possible.

Any costs resulting from an incorrectly entered address are the customer's responsibility.

Lost shipments

If a shipment is lost in transit, we will open an investigation with the carrier. The time required for such an investigation varies by carrier.

We can only offer an appropriate solution after the carrier has confirmed that the shipment is lost or it has become clear that delivery will no longer take place.

Cancelling an order

An order can only be cancelled before shipment. Please contact us as soon as possible.

Has the order already been processed or shipped? It can then be returned after receipt in accordance with our returns and refunds policy.

Force majeure

We are not liable for delays or an inability to fulfil a delivery due to circumstances beyond our reasonable control. These include extreme weather, strikes, outages, transport problems, government measures, war, pandemics and problems with suppliers or carriers.

Contact

Do you have questions about shipping or delivery of your order? Please contact us and always include your order number.

Tuinmeubel Care

Kaapwerk BV
Email: info@tuinmeubelonderhoud.nl
Phone: 0356952934