Delivery
What is the delivery time for my order?
Packages within the Netherlands: Orders placed Monday to Friday before 3:00 PM are shipped the same day. Weekend orders are shipped on Monday. We rely on DHL for shipping. The package is often delivered the next day, but occasionally delays may occur. We cannot be held liable for such delays. International packages: The package will be delivered within 2 weeks. If it takes longer, this will be communicated.
What is the status of my order?
We ship with DHL. You will receive a Track & Trace code from us, allowing you to track the shipping status of your package. Can the billing address be different from the delivery address? Yes, it can. You can indicate this during the ordering process.
Do you also deliver abroad?
We deliver our products worldwide, provided a valid address is entered.
On which days do you deliver?
In the Netherlands and Belgium: Monday to Saturday, excluding holidays. Shipments outside the Netherlands and Belgium are handled by DHL. You will be kept informed of the expected delivery date via a Track & Trace code.
At what times do you deliver, and can I specify a preferred time?
We ship our packages via DHL. You can track your order using the Track & Trace number you receive with your order. The Track & Trace number also provides information about the scheduled delivery times. It is not possible to specify a preferred time.
Shipment
What are the shipping costs?
Netherlands: The standard shipping cost for the Netherlands is €6.95. We offer free shipping within the Netherlands for orders over €95.00. Outside the Netherlands: These costs depend on the country you are shipping to and the weight of the package. You will see the costs in step 3 of your shopping cart during the ordering process. Please note: Heinen Delfts Blauw is not responsible for any import costs. You should check import duties and costs in advance with the relevant country.
How are the shipping costs calculated?
Shipping costs are calculated when you enter the shipping address. This depends on the country to which the package is being sent and the weight of the package.
I received a damaged shipment.
In case of breakage or damage, we would like to receive a message within 5 days after receiving your package. Via your account: Log in to your account and go to Complaints. Fill in the requested information there. I don't have an account: No problem, you can send a message to the email address below, including the requested information: support@heinendelftsblauw.nl -Your order number. -A photo of the broken/damaged product. -A description of the complaint. We will then arrange for a replacement product.
Return, cancelation and warranty
Return and right of withdrawal
After receiving the products, you have 14 days to redeem the agreement without giving reasons and return the product. The possible shipping costs are for your own account.
Return address:
Heinen Delfts Blauw
t.a.v. Retouren
Industrieweg 7
3881 LB Putten
The Netherlands
You can also return the product in one of our stores in Amsterdam or Delft.
Return address:
Heinen Delfts Blauw
t.a.v. Retouren
Industrieweg 7
3881 LB Putten
The Netherlands
You can also return the product in one of our stores in Amsterdam or Delft.
Damaged product
In case of damage, we would like to receive a message within 5 days of receipt of your package. You can send this to the e-mail address below; including the following information.
support@heinendelftsblauw.nl
- Your order number
- A photo of the broken/damaged product.
- A short discription about the damage.
We will then provide a replacement product.
support@heinendelftsblauw.nl
- Your order number
- A photo of the broken/damaged product.
- A short discription about the damage.
We will then provide a replacement product.
Warranty
We are responsible for the product during shipment. The warranty expires when you have received the product
Payment
Payment methods
You can complete your payment via credit card (Visa, Mastercard, American Express etc.), debit card, IDEAL, PayPal, Apple pay and Klarna.
Do all prices include VAT?
Yes, all the prices at our webshop include VAT. However, when shipping outside Europe, VAT will not be charged. This will only be settled at the end of the order.
The credit card payment doesn't go through
All payments made to us will be processed automatically. This system also checks the fraud rate of the credit card. If the system thinks there's a potential fraud risk, we must manually charge the payment. As a result, it may seem that payment does not work well. We have to manually accept the payment, so your order goes through.
If a payment with a credit card fails, please send us a message, so we can sort out what's the problem.
If a payment with a credit card fails, please send us a message, so we can sort out what's the problem.
Gift Card
Do you have a gift card?
Yes! You can purchase our gift card in our webshop or in one of our stores. You can choose an amount from €20 to €150.
Online: In our webshop, you can find the gift card page. A pop-up will appear at the bottom left where you can order the card. You can also check your balance on this page.
In-store: Ask at the counter for our gift card. Our staff will be happy to assist you.
Online: In our webshop, you can find the gift card page. A pop-up will appear at the bottom left where you can order the card. You can also check your balance on this page.
In-store: Ask at the counter for our gift card. Our staff will be happy to assist you.
Which gift card can I choose?
We offer two types of gift cards: a digital and a physical gift card. Both are environmentally friendly. When you order the gift card online, you can choose which option you'd like to receive. In stores, only the physical gift card is available. Both can be redeemed in-store and online.
Where can I redeem my gift card?
You can pay with your gift card online or in one of our Heinen Delfts Blauw stores.
Online: In step 3 of the shopping cart, you can choose the gift card (Givacard) option. Enter the required details, and the gift card amount will automatically be deducted from your order. If there’s remaining balance, it will stay on your gift card.
Online: In step 3 of the shopping cart, you can choose the gift card (Givacard) option. Enter the required details, and the gift card amount will automatically be deducted from your order. If there’s remaining balance, it will stay on your gift card.
How do I buy both a product and a gift card online?
The program for ordering your gift card is handled by Cardman.nl, so it’s not possible to add the card to your cart. You’ll need to order the gift card separately (no shipping costs) and purchase the product through the cart on our webshop.
Do I pay shipping costs for sending a gift card?
No, there are no shipping costs for gift cards.
What discount codes are available, and how can I get them?
5% discount for subscribing to our newsletter. We offer a standard 5% discount code when you sign up for our newsletter. You can subscribe through our homepage (near the bottom). You’ll be the first to receive news about our products and trends.
Conditions: The 5% discount code can only be used once and is not valid on already discounted items. Only one discount code can be used per order. The code is valid for six months. The discount cannot be applied to orders after they have been placed.
Conditions: The 5% discount code can only be used once and is not valid on already discounted items. Only one discount code can be used per order. The code is valid for six months. The discount cannot be applied to orders after they have been placed.
Discount codes
How does a discount code work?
When we have a promotion or offer where you receive a discount code, you can enter it in step 1 of the shopping cart. The best way is to copy and paste the code into the empty field where the discount code is requested. Make sure to remove any spaces before or after the code, as this could cause it not to be recognized properly.
Important: You can only use one discount code per order. Discount codes do not work in combination with ongoing promotions, set prices, or already discounted items.
Important: You can only use one discount code per order. Discount codes do not work in combination with ongoing promotions, set prices, or already discounted items.
What discount codes are available, and how can I get them?
5% discount for subscribing to our newsletter. We offer a standard 5% discount code when you sign up for our newsletter. You can subscribe through our homepage (near the bottom). You’ll be the first to receive news about our products and trends.
Conditions: The 5% discount code can only be used once and is not valid on already discounted items. Only one discount code can be used per order. The code is valid for six months. The discount cannot be applied to orders after they have been placed.
Conditions: The 5% discount code can only be used once and is not valid on already discounted items. Only one discount code can be used per order. The code is valid for six months. The discount cannot be applied to orders after they have been placed.
I forgot to enter my discount code, what should I do?
The 5% discount you receive for signing up for our newsletter is valid for six months, so you can still use it on your next order. Unfortunately, we cannot apply the discount retroactively after an order has been paid.
For a promotion code, it is only valid during the promotion period. If you forgot to apply the code when placing your order, we also cannot apply the discount retroactively after payment.
For a promotion code, it is only valid during the promotion period. If you forgot to apply the code when placing your order, we also cannot apply the discount retroactively after payment.
Invoices
Should I keep my proof of purchase or invoice?
In case of breakage or damage, we would like to receive a message within 5 days after receiving your package. Via your account: Log in to your account and go to Complaints. Fill in the requested information there. I don't have an account: No problem, you can send a message to the email address below, including the requested information. -support@heinendelftsblauw.nl -Your order number. A photo of the broken/damaged product. A description of the complaint. We will then arrange a replacement product.
Can I request a copy of the invoice?
Yes, you can. You can request it by email. Send an email to support@heinendelftsblauw.nl.
Complaints
I received a damaged shipment.
n case of breakage or damage, we would like to receive a message within 5 days after receiving your package. Via your account: Log in to your account and go to Complaints. Fill in the requested information there. I don't have an account: No problem, you can send a message to the email address below, including the requested information: support@heinendelftsblauw.nl -Your order number. -A photo of the broken/damaged product. -A description of the complaint. We will then arrange for a replacement product.
I want to file a complaint.
If you have a complaint, we’d be happy to hear about it. For a quick resolution, please send us an email with your complaint, and if possible, include a photo. Send it to: support@heinendelftsblauw.nl. We will handle the complaint as quickly as possible.