FAQ

Restocking Fees

Regarding Business to Business transactions, all stock items that are not defective and are returned by the purchaser shall incur a restocking fee of 25% of the price plus any freight costs incurred by the seller for the return.

Standard returns

If you receive an item that does not meet your expectations, you have 15 days to make an online return request from the page My Order, https://en.wordans.nl/order. If there is any other issue you also have 15 days to report this. You can report this via a return request or an email to our customer service team.

You can create 1 return request per order so please let us know what you want to return in one instance.

Within approximately 12-48 hours (business days) after placing this request you will receive return instructions and documents via email, please check your spam inbox for this information. Your package must be delivered to the carrier indicated on the label (for example: DHL or DPD). Other couriers might charge you for this shipment since they cannot use our return label. These charges will not be refunded by us.

The return label should be used within 10 days after receival. In this case ‘used’ means that the parcel, with the label on it, should be handed over to the courier stated on the label (for example Mondial Relay, DPD, or DHL). Whenever it’s handed over the track and trace of the return parcel (which the customer can also access) will show it’s dropped off. 

Initial shipping costs paid by the customer in order to receive the items will only be refunded if the delivery was faulty, meaning for example: faulty items / more than 4 business days late.

Costs for returning any items have to be paid by the customer. The customer can use our label to make sure it’s being returned to us. Estimated return shipping costs for 1 item is between 5-10 EUR. The more items the more expensive it can become.

The customer can use another method of transportation but if the customer decides to do this we cannot guarantee reimbursement.

If you return products without informing us and/or using our return label we will not be able to track the package. If we are unable to locate the return package we cannot guanrantee reimbursement.

If you want to try out the items by washing, dyeing, printing, or any other type of personalisation, we cannot take them back. Therefore we cannot process any kind of refund for this.

Even though we (and our couriers) always intend to deliver parcels as soon as possible and on time, parcels might arrive later than expected due to any given circumstance. Whenever a parcel is 1-3 business days later than indicated we are not responsible for this delay, therefore no refunds will be issued for this kind of delay.

Warranty

If you received your order and discover an item that is damaged, defective or otherwise incorrect please contact us as soon as possible. After receiving your package, you have 24 hours to make a claim and provide all the necessary information. Please make an online return request from the page My Order https://en.wordans.nl/order, or send an email to our support team at klant@wordans.nl with the subject "DAMAGED" and provide the information listed below .

What information do I have to provide?

When making a claim it is important you provide us with the necessary information to help you return your product. Please provide the following information in your email when contacting us at klant@wordans.nl

• A photo of the complete packing slip listing the items delivered
• A photo of the outer packaging
• A photo of the open box where the protection can be seen
• A photo of the damage or defect on the product
• A photo of the entire product
• The reference number of the product(s) you would like to return and reason for return.

Procedure

When the return is approved by our teams, we will send you a return label and a return slip by email. Please check your spam folder(s) for this e-mail.

You must print these two documents, stick the label on the parcel and place the return slip in the package. Then you can drop it off free of charge at the assigned courier. For example: If you have received a DPD label, you can drop it off at a DPD parcel shop.

Return fees

Please check the presence of this return slip. If our teams cannot find this return slip at the warehouse, additional costs may be charged to you.

If you return everything and you choose for a coupon we will reimburse the initial shipping costs you paid while placing the order, with a refund we keep these initial shipping costs. With a partial return these initial shipping costs will never be reimbursed. Return costs will never be charged as long as you use a label provided by us to make this return.

If you have selected Klarna as a payment method these initial transportation costs will remain in your account and will still have to be fulfilled. These costs will not be refunded by us.

If a parcel cannot be delivered because an incorrect or incomplete address has been submitted costs may be withheld. If the carrier delivers it to this faulty address reimbursement cannot be guaranteed.

A coupon can be exchanged for a refund. However, a refund cannot be exchanged for a coupon.

Restocking Fees

Regarding Business to Business transactions, all stock items that are not defective and are returned by the purchaser shall incur a restocking fee of 25% of the price plus any freight costs incurred by the seller for the return.

Personalization

It is possible to create personalized products directly from the website and we hope you like this functionality! 

Naturally, printing the items takes some time. Please consider a delay of 4-7 business days when placing a personalization order with us.

Finally, please keep in mind these items cannot be returned unless there has been a clear production error aside from the printing.