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FAQ's terms delivery, payment, returns

 

 

How can I pay at Truly Wooly Kids?

 

What are the different shipping methods and their costs?

 

How long does international transit take?

 

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 DO 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 by the regular Dutch Mail called PostNL or MyParcel.

 

Anyone living in the region of Tilburg (in the Netherlands) can also choose to pick up the package in the shop. You will receive an email once your parcel is ready for pick up in our shop in NIuewlandstraat, Tilburg.

 

 

 

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 €75 shipping is 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:  € 6

 

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

 

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

 

Package non EU: will vary from country to country. Select your country at checkout and discover the actual rate.

 

 

 

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 trulywoolykids(@)gmail.com to Marjolijn and we will find a suitable way to make it work.

 

 

 

HOW LONG DOES INTERNATIONAL TRANSIT TAKE?

 

We ship with the regular Dutch mail service POSTNL. When shipping to the United States and Canada transit time will take between 6 to10 days. You need to take account of the fact packages will be going through customs which can make transit a little bit longer.

 

 

 

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 in our shop in Nieuwlandstraat 11 Tilburg. The shop is open on Thursday, Friday and Saturday. You will receive an email once your parcel is ready for pick up.

 

 

 

WHEN WILL MY ORDER BE PROCESSED AND SENT?

 

At the moment you have completed the order and made the payment we will start processing and packing your order. It usually takes 2 to 4 days to process orders. We usually ship from monday to thursday. Of course you can send me a request for shipping on Friday morning and then we will do our best for you (provided the order has already been paid off course :) We ship with PostNL, the Dutch mail service.

 

Do you order on Friday or in the weekend? Then your order will be processed on Monday or Tuesday with the exception of holidays and vacations.

 

 

 

HOW DOES SHIPPING 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 trulywoolykids(@)gmail.com to Marjolijn.

 

 

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.

 

 

 

HOW DO RETURNS WORK?

 

It is possible that a product does not meet your expectations. Or maybe you changed your mind and would like to return goods. Whatever the reason, you may return / exchange products within 14 days of receipt. For this, you write on the packing slip that you are returning it and state a reason. From January 2021 we have a return form (which you can download here) that you print out and send together with your order to the address on the form.

 

 

In order to properly process a return, we ask your attention for the following:

 

Send your products back TOGETHER WITH THE PACKING SLIP (AND FROM JANUARY 2021 THE RETURN FORM!) to the correct address.

 

We have several addresses, but the only correct address for returns is:

 

Truly Wooly Kids (at Drukkerij Habe)

 

Zilverlindestraat 2a

 

5038 PM TILBURG

 

The Netherlands

 

 

 

RETURN CONDITIONS

 

  • the product is new, unused and unwashed. Without odors and without repairs to any defects. 

 

  • the product comes with the original attached labels and the matching box or bag (in case of shoes / boots) 

 

  • the packing slip and the return form are enclosed (return form from January 2021) 

 

  • the products are packed in the original box / bag or other suitable and sturdy packaging 

 

  • the return shipment is sufficiently stamped. Incase of custom forms please fill in “returned goods” otherwise we will have to pay import duties, which will be deducted from your creditnota. 

 

  • the return shipment will be sent to the correct address in Tilburg 

 

  • Return costs are always borne by the customer, unless we have made a mistake, in that case please contact us via trulywoolykids (@) gmail. com and then we solve it together 

 

 

As soon as we receive your return and it meets the above conditions, the credit note will be processed. You will receive the purchase amount back via the bank details known to us. Did you pay by credit card? Then we will refund the purchase amount on your credit card.

 

Refunds will be made as soon as possible, but no later than within 14 days. Have you not received a refund? Please contact us and we will help you further. Please note, that costs and risks for returning a package are at the expense of the customer. Always provide a Track & Trace in the event of a package being lost, we cannot process a return. 

 

 

HOW ABOUT EXCHANGES?

 

Products that are not satisfactory can be exchanged within 14 days of receipt. To make the exchange as efficient and clear as possible, we invite you to order the desired item (or items) again in the webshop and return the products that you do not want to keep as described above. Do not forget the packing slip and the return form (available from January 2021).

I HAVE ANOTHER QUESTION!

 

Truly Wooly Kids is a webboutique, run by me! Marjolijn :)  I run the webshop or from home (regularly with my playing children around me) or from our showroom in Tilburg. The best way to contact us is by sending me an email to trulywoolykids(@)gmail.com

 

I try to answer all incoming mail within 1-2 business days. In busy periods it can take up to 4 working days to get though my email. 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 :)

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