Is your Christmas tree not quite as expected? Of course you can return it. A Christmas tree is delivered in a large box, which is not always accepted by a DPD parcel shop. That is why we offer the option to have your Christmas tree collected by DPD.
Contact us if you want to return your Christmas tree. We will make an appointment at DPD to collect your package. Of course in consultation with you about the date (available from Monday-Friday). Make sure that the Christmas tree is neatly packaged, in the original packaging, and ready at the agreed time.
The return costs are for your own account and will be deducted from the amount to be refunded. We will keep you informed of these costs.
When the Christmas tree has arrived with us, we will refund the amount to the bank account or credit card used to make the purchase within 3 working days.
If you have any further questions or need assistance returning your Christmas tree, please feel free to contact our customer service team. We are always ready to help you!
I bought an item in the store, can I return it through the webshop?
It’s only possible to exchange a product. It is not possible to return store bought purchases through the webshop, and vice versa. Store bought purchases can be returned in the store. You can go to the store where you bought the item with the product and the receipt. The exchange of an item is possible up to 14 days after purchase. Because you can’t return an item, a money refund isn’t possible. Keep in mind that items from the sale can’t be exchanged.
What are the conditions for returning my order?
You have the right to return an item within 14 days, without giving any reason (right of withdrawal). The withdrawal period is counted from the day of the delivery of the last good(s) in your order. Within this period you may view, rate and examine the item(s) as you might do in store. From the moment you have indicated that you want to return your goods, you must send the item(s) within 14 days.
You can only return an item if:
The article is complete.
The article, as far as reasonably possible, is packed in its original packaging with attached price tag and/or label(s).
The article is undamaged and unused.
Sale items cannot be returned.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
After your order has been placed, we are working with everything we've got to dispatch your package as soon as possible. Therefore it is not possible to change or cancel your order after it has been placed. If you want to add an item to your order, you can do so by placing a new order.
Unwanted items can be returned to us after delivery. See the Returns page for more information.
I have entered an incorrect address. What to do?
Please contact our customer service as soon as possible. If your order hasn’t been processed yet, we’ll change the address. If an order has already been processed or shipped, we will contact DPD to ask if they can return the package to us. Unfortunately, this isn’t always possible. In that case, our customer service will discuss the situation with you in order to find an appropriate solution.
Tip: After receiving your Track & Trace code, our delivery service often offers an option to adjust the delivery location. You can find all the available options on your personal Track & Trace page provided by our delivery service.
I have a discount code, how can I redeem it?
If you have a discount code to save the day, great!
Once your order is complete, go to your shopping cart.The discount code can be entered on this page. You can find the input field at the bottom of the page. The discount will then be applied directly to your order's total price. Please note: you can only enter 1 discount code at a time.
Help, my discount code refuses to take off its Christmas hat!
We’re sorry you’re having problems with your discount code. Please check the following:
- Check that the discount code has been entered correctly.
- Verify if the discount code hasn't expired.
- Check the terms and conditions of the discount code. Some discount codes are only valid on a specific item group and / or from a minimum order value.
If, after checking the above points, the discount code still doesn't work, don't hesitate to contact our customer service for assistance.
I forgot to enter the discount code, can it be applied afterward?
Unfortunately, the discount code can only be applied in the shopping cart, so we can't apply a discount after the fact. If the code has gone into hibernation, keep an eye on our website, Facebook, and Instagram for new Christmas treats.
My order arrived damaged, what should I do?
Before your items are shipped, we check them for any damage. Did you nevertheless receive an item that is damaged or broken? In that case, we are happy to find a suitable solution for you!
Please notify us with an email to email@example.com with a clear description of the damage or defect and a clear photo of the item, on which the damage or defect is clearly visible.
As soon as we have received your email and photos, your request will be handled by our customer service. You will receive a message within a few days about the further processing of your request.
I read on the packing slip in my package that an item is not available. What to do?
Sometimes, our digital shelves empty as quickly as a snowman melts in the sun. If you read on your packing slip that an item from your order is not available, it means there is insufficient or no stock of the product. Unfortunately, our stock count is not always accurate. We will refund the purchase amount of the item that is not available as soon as possible.
My order consists of multiple packages, what to expect?
For a large order that is shipped in multiple packages, you will receive a Track & Trace code for each package. If you've ordered a Christmas tree along with your Christmas decorations, it will be delivered separately within the same timeframe as your Christmas decorations. If you haven't received anything after a few days, please contact customer service for assistance.
I didn’t receive my order. What to do?
Please check the status of your order through the Track & Trace code. You’ll receive a Track & Trace code as soon as your order is on its way. If the tracking indicates that your package has been delivered but you haven't received it, please contact customer service. We will initiate an investigation with DPD, and in the meantime, we will work to resolve this issue for you.
Please contact our customer service if you can’t see the status of your order, and if more than 5 working days have passed. You can reach us by emailing firstname.lastname@example.org or by calling +31 85 043 0576. We are available by telephone on weekdays from 10 am to 5 pm.
Can I get an update on my order?
Once orders are received, they are processed as quickly as possible. Your order status during this processing time will be listed as "processing" in your account. You will get an update by e-mail with the Track & Trace number once your order has been dispatched. For questions regarding current delivery times, please refer to delivery times above.
Do you deliver to remote locations?
We are sorry, but at the moment we are not able to send any order to remote locations or isolated islands. If you have any doubts that your home area will be part of these locations, please make contact with our customer service.
Of course! You can return the item to the store where you purchased the item, please bring the receipt with you. An item can be exchanged up to 14 days after purchase. Unfortunately, money refunds are not possible. Sale items cannot be exchanged.
I bought an item in the webshop, can I return it in the store?
Are all items that are for sale in your webshop also available in your stores?
Not every item from our webshop is available in our It's all about Christmas stores. The range depends on the size of the store. Not all stores have enough space to offer all items from our wide range. And in addition to this it happens that some special offers are only available in stores.
Are there price differences between your webshop and stores?
It can happen that a price of an item in one of our Christmas shops is cheaper than the price you pay online, for example due to an ongoing campaign or because the store is located in an outlet centre. These discounts only apply in our stores and not in our webshop. This can also occur the other way around.
Can I work in one of your stores?
Great that you want to join our team!
We will keep you informed of our current vacancies on our vacancies page. Send us a message with your CV and motivation letter and we will contact you as soon as possible.