After logging in My account, you can see the actual status of all your previous and recent orders through "my dashboard".
When we do not receive any payments from the payment system, the order will appear status "pending", the order will be cancelled after this automatically.
Processing the payment takes some time, your order status doesn't change immediately.
Our system will automatically cancel an order when the payment isn't approved by our payment system.
If your order is not yet shipped, you could still cancel your order through immediate contact with our customer service via firstname.lastname@example.org
When you would like to purchase more products than you could click on, you are advised to contact our customer service via email@example.com. They will inform you about the available goods in stock.
When you log in to your account, you could see your previous orders and simply place your orders again through clicking re-order. This option is only available when the items are in stock. Thereafter you can shop further by adding more other products to your shopping cart.
You could pay in following ways: Alipay, Paypal and the following creditcards: Visa, Mastercard and American Express.
We keep limited stock to ensure the freshness of our products. We replenish our stock daily. You can find the most actual status of a product on its product page. When you click on the button that says product is out of stock, keep me up to date, you will receive an email about the product as soon as it is back in stock again. Only when your order is complete we can start the packing and shipping of your order.
You can redeem your store credits at the payment step. This amount will be deducted in the total amount.
The weight of each product, including packaging material, is shown on the product page. Take into consideration that some countries restrict maximum weights from a parcel due to custom reasons. Always keep in mind the custom rules in the land of arrival in advance.
The shipment fee depends on the weight and destination of the parcel. Check the following link for specific shipping fee information: www.holland-at-home.com/en/about-delivery/
It is possible to send the goods to another address instead of the address stated on the invoice. You could indicate that when you place an order or in your account.
Unfortunately we are unable to change the address on an order that has already been shipped. In this instance please contact your local Post Office to resolve.
We require 1-4 working days to process an order. The shipping time will be calculated from the moment that it is handed over to PostNL. You will receive an email with the track & trace code of the parcel. On the link: www.holland-at-home.com/en/about-delivery/, you will find the overview of all regions and their expected shipping time. Keep in mind that it is only an indication. We can't guarantee the shipping time.
Yes, all parcels are insured. In the unlikely event that your parcel is missing, we ask PostNL to investigate. If PostNL determines that the package is indeed lost, you will be entitled to a full refund. Refunds cannot be claimed in respect of unforeseen delays caused by PostNL.
All parcels are sent using PostNL. As soon as the parcel has been collected by PostNL, you'll receive a confirmation email containing a unique reference number and a link to the PostNL track & trace website. Please note that it can take up to 24 hours before the track & trace information is visible on the PostNL website.
Please note that delivery times are indicative and cannot be guaranteed. If your order does not arrive within the stated delivery time, please wait two to three weeks. If it has still not arrived, then please contact our friendly Customer Service team using the online contact form or firstname.lastname@example.org. Please mention your order number. We will then ask PostNL to investigate. In the unlikely event that PostNL determines that the package is lost, you will be entitled to a full refund. Refunds cannot be claimed in respect of unforeseen delays.
We do not charge any additional costs. Please note that the import conditions differ per country and it is changing constantly. Therefore it is important to check the legislation of your country at the local Customs office before you place an order at Holland at Home. Holland at Home will charge €25,00 administration fee per parcel if the customer refuses to pay tax to Customs and the parcel returns to Holland at Home. Holland at Home will refund the sales value of the goods upon the actual receipt of the goods, which are in good shape and have not been deteriorated.
You have the right to return a product without reasons within 7 days after you have received the product. Hereby you should also inform Holland at home via mail email@example.com. The returned goods must be complete, undamaged, unused and returned in original package. The customer is responsible for return costs of the goods.
Yes, when shipping to China, it is compulsory to fill in your address in Chinese characters.
When shipping with PostNL you can order for a maximum of 1.000 RMB. The Chinese government issued new customs regulations by 8 April 2016 whereby orders shipped via postal carriers are maximized to 1.000 RMB. If you want to order more, please use HAH Express (delivery by SF Express) and you will be allowed to order goods (incl. shipping) for up to 2.000 RMB.
No, you do not need to fill in your Customer ID when ordering via PostNL.
Sometimes in PostNL's system, only part of the delivery address is visible. You don't need to worry about this. Your address will be complete on the address label which is placed on the parcel. The delivery address on the address label will be based on what you have filled in when you place the order.
No, when shipping to China, it is compulsory to fill in your address in Chinese characters.
Holland at Home > PostNL > Chinese airport customs (Guangzhou, Chongqing or Beijing) > China Post international > China Post EMS (local) > Chinese custom control (local) > China EMS will try to deliver up to 3 times at your address and in case of undeliverability send your parcel to a nearby post office for pick-up.
We ship directly. That means that after placing an order, you can just wait at home for the goods to arrive. Customs declaration and clearance will all be handled by China Post.
Once the parcel arrives in China, it goes through China Custom clearance. After the clearance, the parcel will be taken charge of by China Post EMS, who is responsible to send the parcels to different provinces nationwide. The China Post hotline is 11183.