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Frequently Asked Questions
Delivery
When will my package be delivered?
The delivery time of your order depends on the shipping method you choose. In the Netherlands we have a delivery time of 2 days. After you have placed your order, you will receive a track & trace code from us. With this you can track your order.
What are the delivery options?
For parcel delivery we work together with PostNL and DHL. You can choose the address where you want your order to be delivered. For more information, go to the shipping page.
What happens if I'm not at home?
In that case, we will deliver your order to the nearest service point, where you can then collect your order.
Postage costs
What are the shipping costs?
We charge a shipping fee of €9.95 for orders up to €500. For orders over €500 we do not charge shipping fees.
Returns
What are the costs for returns?
In most cases, returning with PostNL costs €6.95 if it weighs less than 10kg. After receiving your return shipment, we will transfer the purchase amount excluding shipping costs to you. We always recommend insured shipping
How and until when can I return?
Legally, you have 14 days to exercise your right of withdrawal. In that case, we will transfer the purchase amount to you within the following 14 days.
Payment Methods
What payment options are available?
There are several ways to pay safely and easily in the online shop: iDeal, MasterCard, Visa, Maestro, Klarna - pay later and PayPal,
Cancel
I want to cancel my order, how do I do that?
Cancelling an order, as long as it has not yet been shipped, is free of charge.
If Silvercandlesticks has already received a payment from you, we will refund the purchase amount to you. To do this, send a message as soon as possible with your order number and the reason for cancellation.
Complaints
I have another complaint, where can I go?
If you have any complaints about the service, you can always reach us via the contact form, by phone or by post using the above details. Here too, we will respond to your complaint within 48 hours. We will handle your complaint within 14 days at the latest.
If you are not satisfied with our actions, you can contact the disputes committee. You can reach them at www.sgc.nl. It clearly states how to contact them. They will then help you further with your dispute with our company.
If you are not satisfied with the complaint handling, or would like to approach an independent party for the dispute, you can submit it to the following 2 bodies:
On the home shopping website for disputes: www.sgc.nl. Or send a letter to: PO Box 90600, 2509 LP in The Hague
You can also submit your complaint to the Dispute Commission via the European ODR Platform; http://ec.europa.eu/consumers/odr/ .
Business orders
I want to order for my company, will I receive an invoice?
Of course it is possible to place a business order. Please contact us via info@silvercandlesticks.nl