wool - silk - organic cotton

FAQ's terms delivery, payment, returns

 

How can I pay at Truly Wooly Kids?

What are the different shipping methods and their costs?

Can I also order abroad?

Can I also pick up my order?

When will my order be processed and sent?

How does it work?

Can I also return and how does it work?

I have another question!

How about customs?

 

How can I pay at Truly Wooly Kids? At Truly Wooly Kids you can pay securely through Ideal, Maestro, Paypal, Bank Contact, SOFORT Banking, Credit Card or Bank Transfer. These online payment methods are generated by our secure payment partner Mollie Payments. There are no additional charges for most of the payment options except for Paypal which charge 3,5% of the total order amount.

iDEAL
With iDeal, you can trust your safe online payment in the trusted payment environment of your own bank. You can use Ideal without having to sign up for it.

BANK TRANSFER
After receiving your order confirmation, you will go to your own online banking environment and make a transfer. The order confirmation will be sent to you by email immediately after placing your order. As soon as the payment is credited to Truly Wooly Kids's account, we will send the order as soon as possible. The receipt of payment on our account usually takes 1 to 2 business days.

Pay attention:
- Any bank transfer fees charged by your bank will not be refunded by us.
- Our bank transfer payment period is 7 days after placing the order. Should we not have received the payment after 7 days, the order will be canceled.

Bank details TRULY WOOLY KIDS:
IBAN - EN 34 TRIO 0338 6947 14
in the name of Truly Wooly Kids (Triodos Zeist).

Please state the order number (see order form).

MAESTRO, BANK CONTACT, SOFORT BANKING
These are similar methods as the Dutch iDEAL, but with a foreign version. These payment options are not available to the Dutch consumer, but will be automatically displayed (instead of iDEAL) in the countries that can use this. This payment option is also processed by our payment provider Mollie Payments. After choosing 1 of these options, you will automatically be redirected to the secure payment page to meet payment. A payment with 1 of these methods will be processed immediately. We receive online confirmation so that fast delivery is possible.

PAYPAL
For PayPal payments, you must be in possession of a PayPal account. You link your credit or debit card to a PayPal account, and you can securely handle online payments. Paying with PayPal costs 3,5% of the total order amount. Creating an account is free of charge and can be obtained from www.paypal.nl. Pay Pal payment is processed immediately. We receive online confirmation so that fast delivery is possible.

Please note, when paying via PayPal, the order shipping address must match the displayed address / shipping details of the PayPal account used! You can create additional shipping addresses within a PayPal account and choose the correct address by payment.

CREDITCARD
Master Card and Visa. These payments are processed in the secure environment of our payment provider Mollie Payments. A payment with 1 of these credit cards will be processed immediately. We receive online confirmation so that fast delivery is possible.

Please note, when paying by Master Card and Visa, the shipping address of the order must match the displayed address / shipping data linked to the Master Card and / or Visa.

 

What are the different shipping methods and their costs? At Truly Wooly Kids you can choose to have your package delivered to your address or you can collect the package at a UPS Access Point (formerly known as Kiala), which is generally a little cheaper.

Anyone living in the region of Tilburg (in the Netherlands) can also choose to pick up the package by appointment. To do this, please contact me by email (service (@) trulywoolykids.com) after placing your order. Truly Wooly Kids has no physical store so dropping by at our the correspondence address will probably only lead to disappointment.

 

What are the shipping costs? Your order will always be sent as a package so that it is insured and trackable with a track & trace code. The cost for shipping within the Netherlands is € 5.95. When your order amount is above €100 shipping is for free in the Netherlands.

For other countries:

EU countries: FREE shipping above € 175 

Other countries: FREE shipping over € 300

 

At check-out, you can choose from the following shipping methods:

Package Netherlands:  € 5.95

Package Belgium & Germany (up to 30kg):  € 10,89

Package EU varies between:  €14,50 and €25 depending on country at checkout

Package non EU: please contact me for different methods and costs 

 

Can I also order from abroad? Yes, we are glad to ship worldwide. Does your country not show in our list when ordering? Then send an e-mail to service (@) trulywoolykids.com to Marjolijn and we will find a suitable way to make it work.

 

Can I also pick up my order? Yes, that can be done at no additional cost. Anyone living in the region of Tilburg (the Netherlands) can choose to pick up the package by appointment. Please contact me by email after placing your order. Send an e-mail to service (@) trulywoolykids.com to Marjolijn and we will make an appointment. Oh yes: Truly Wooly Kids does not have a physical store so dropping by at our address will only lead to a disappointment.

 

When will my order be processed and sent? At the moment you have completed the order and made the payment I (Marjolijn) will start packing your order. When the amount is credited to the account of Truly Wooly Kids, it will actually be sent out. Usually I can ship from monday to thursday. Of course you can send me a request for shipping on Saturday morning and then I will do my best for you (provided the order has already been paid off course :) I ship with PostNL and via UPS Access Point. 

Do you order on the weekend? Then it will be processed on Mondays with the exception of holidays and vacations.

 

How does it work? Your order will be packed as carefully as possible or transportation. Truly Wooly Kids can not be held responsible for careless shipping. Upon receipt, you as a buyer must check the contents of your package for damage / defects. If something is wrong send me an email straight away and we will solve it together. If you have the idea that the package has been carelessly transported and damaged, it is always advisable to check the content when the carrier is present. If there is something wrong (content damaged or products that seem to have disappeared from the damaged box) speak to the carrier and eventually refuse the package. Then contact me directly by sending an email to service (@) trulywoolykids.com to Marjolijn.

 

Can I also return and how does it work? It may happen that a product does not meet your expectations. Or maybe you're in doubt and you'd rather choose something different. Whatever the reason is, you may return / exchange products within 14 days of receipt after we have been in contact. In any case, we will work something out. You may swap for another size, you can choose another product or Truly Wooly Kids can refund the amount of the product (or products) you sent back. The cost of return shipping is for the buyer. On a one-time swap we will send the package again free of charge. Please note, the product must be unused and returned in its original packaging with all the tickets. SALE items (from 40% or more) will not be returned unless we have agreed otherwise.

 

Send me an email to service (@) trulywoolykids.com and indicate which product you would like to send back to. Also indicate whether you want to trade it for another product or other size (please specify which one) or if you'd rather receive your money back. After receiving your return, I will send you a new package or I will credit the purchase amount to you (excluding the shipping costs). The cost of returning must be paid by you. We are not liable for damage caused during return shipping.

 

Our return address is:

 

Truly Wooly Kids in front of M.Lampe

Vazalstraat 44

5021 DR TILBURG

The Netherlands

 

I have another question! Truly Wooly Kids is a webboutique, run by me; Marjolijn. I run Truly Wooly Kids from home (regularly with my playing children around me). There is no physcial shop yet so the best way to contact me is by sending me an email to service (@) trulywoolykids.com

I try to answer all incoming mail within 1-2 business days. If after 48 hours you get the idea that I forgot you, please do not hesitate to send me a small reminder :)

 

 On the weekend,s I'm mostly offline. On Monday, I'm up and going again from 10:00. After a good cup of coffee.

 

What about customs? If you have placed an order for delivery outside of the European Union, please note that custom fees and import taxes are imposed once the parcel arrives in the country of destination. As your order will be held by customs, you may be asked to pay these fees and taxes. These fees must be paid by the receiver. You :)

Unfortunately, we do not have any control over the amount imposed nor are we able to estimate the fees as the customs regulations vary from country to country.

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