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F.A.Q.

Ordering online

How do I know my order is received?

Once you have finished shopping you will receive an email confirmation of your order. After your order is dispatched a second email will be sent to you.

I have placed an order, but did not receive a confirmation by email?

Please check your spam box to see if your order confirmation is there.

If you have not received the confirmation email and would like to check if your order has been processed, contact us via stuff@wikkelhouse.com.

Can I change or cancel my order?

Yes, but you need to hurry. Contact stuff@wikkelhouse.com as quickly as possible.

If your order is already being prepared for dispatch, it is too late for changes or cancellation. It is then only possible to return your order and receive a refund excluding shipping costs.

Delivery

For which countries are the products available?

We deliver our products in the Netherlands, Belgium, Germany, France, UK and Scandinavia.

Do I need to pay for shipping?

Yes. Delivery costs are immediately calculated based on your order and destination during checkout in the webshop. When ordering large products, a pallet shipment will be calculated.

Please note: For deliveries abroad the customer is responsible for all import duty and taxes controlled by the country of destination. We are not liable for any goods held or refused at customs.

How can I track my order?

Once your package has been shipped you will receive a track and trace code. You can check status of your order using this code. It is not possible to send your order to a pick-up location.

We ship large products per pallet. You will receive an email from us with all required information as soon as the pallet with your order has been shipped. A few days before arrival of your order we will contact you to coordinate time of delivery. The transport company will deliver the pallet to your door.

When will my order be delivered?

We process incoming orders as soon as possible. Once dispatched you receive your package within 2 to 5 working days. When your order is sent per pallet the delivery time takes 4 to 10 working days.

I have not received my package, but the order status says it’s been delivered.

Please send an email to stuff@wikkelhouse.com.

Can I pick up my myself?

Yes you can!

Please select ‘ local pickup ‘ in your shopping cart. Bring your order confirmation when you come to our shop. We are open on wordking days between 9am and 4pm.

Returns

Can I exchange my purchase bought online?

No. It is not possible to exchange goods. We can only refund your purchase.

How do I request for a refund?

If you are unhappy with your product please notify us within three days after receiving your order. You will receive a full refund if the goods are returned to us within 14 days of receipt of delivery amd / or are returned in a saleable condition within their original packaging.

What to do if I received my purchase damaged / incomplete?

In the event of receiving damaged or faulty goods please contact us at stuff@wikkelhouse.com

We do not accept returns if the item indicates signs of use.

When will I receive my refund?

For accepted returns refunds will be made as soon as possible to the debited account excluding delivery costs.

Depending on your bank or credit card company, it may take 4 to 5 days before you see the refund on your credit card or bank account.

Delivery costs will not be refunded. The cost of returned goods is at your expense.

How do I return my purchase?

Please make sure the items are returned in their original packaging and securely packed. The parcel is your responsibility until the items reaches us. We are not responsible for goods being lost or damaged in transit.

Pricing and payment

What about pricing?

We do our best to ensure that all prices on our web site are up to date and current at all times. However all prices are subject to change and we retain the right to adjust prices at any given moment.

What about payments?

We process all payments including credit/debit card transactions through WooCommerce. All prices are inclusive of VAT (where applicable) and are subject to shipping charges. Payments are processed through WooCommerce’s checkout area ensuring that the payment channel is protected and secure.