FAQ / Customer Care

Payment

All payments are safely processed by Paypal.

No paypal or creditcard? Please sent an email along with the name of the product, amount and colour. You’ll receive an invoice by email. 


Order Confirmation

You will receive an order confirmation by email shortly after placing your order.  

Please check all details. In case something went wrong during the check-out process please contact us a.s.a.p.


Shipping

All mailbox post is sent by PostNL (outside NL this means WITHOUT track and trace). Max. dimensions 38 x 26,5 x 3,2 cm. 

Packages within the Netherlands are send with track and trace. To keep international sending costs low all orders are shipped without track and trace. In case you want your order to be shipped with track and trace, an additional payment can be made. In that case please send an e-mail with your request.


Delivery time

We strive to ship all orders within 5 working days depending on availability and payment. 

If you live abroad, International shipments take longer to arrive then EU shipments. To the USA for instance standard shipping time is 7 – 11 working days. Please be patient as international shipping can sometimes take up to 3-4 weeks.  


Shipping Costs

When ordering multiple products the system wil automatically calculate extra shipping costs per item added extra to the order. In case you have the idea that shipping costs increase too much, please contact us to see how we may help you decrease it. 


Taxes and other additional costs

Please note that depending on your region local charges can occur. These charges are at your own expense.


Exchange & return policy

In case you changed your mind or you are not satisfied with the product, it’s possible to return your product within seven (7) days after receiving the product. Please note:


– The item is returned in its original condition and shipment packaging.

– The shipping costs of the return/exchange is fully at your expense

– The item is your responsibility until received back at Marjolein Delhaas, having a tracking number for your shipment would be advised.

– Enclose your receipt with your name, address and in case of an exchange specify the item you prefer.


Refunds (purchase + original shipping costs) will be paid back within 30 days. In case the item is replaced by another item we try to handle the replacment within 5 working days after the item is received back.


Please send it to:

Marjolein Delhaas

Zaagmolenkade 170

3035 KD Rotterdam

The Netherlands


Non-franked shipments (COD shipments) will be rejected.


Additional product information


Binding

The week planners are bound with an open spine. So the spine of the diary is visible and not broken!

It is a special technique – also know as Swiss binding – that makes the diary fall open flat, and therefore better to use. Also it show the beauty of the binding technique


Colors

It cannot be guaranteed that colours on the website will be true to life. This depends partly on the colour settings of your computer and monitor.


Defects

Altough produced, packed and send with great care it can occur that you item is damaged or has some other defect. 

Therefore we ask you to carefully check your item once it has arrived. In case of damage please notify us a.s.a.p – but within 7 days after receiving the item – referring to your order number and the nature of the defect. To speed up the process, we advice to enclose a picture of the damage. Once we confirm the defect you can return the item(s) and shipping costs will be refunded at our cost. (up to a value of 6,00 euro’s for mailbox post and 11,00 euro's for packages. Make sure you get a track and trace number


Contact Information

If you have any questions or concerns regarding FAQ or your order, please do not hesitate and contact us at bigcartel@marjoleindelhaas.com