How long does it take to ship my order?
We offer Standard, Service Point and Express delivery, you can also pick-up your order for free, choose the service that best meets your needs at checkout.
Standard delivery (DHL) – 1-3 working days (€4,95) – for Netherlands and Europe. During sale periods, special deals or holiday seasons delivery might take a bit longer than usual.
Service point delivery (DHL & PostNL) – choose a pick-up point where you will collect your order (€4,95)
World wide DHL express – 1- 3 working days – on demand
Next day delivery (NL) – When you order before 15.30 (CTA), your order will be delivered next day before 11.00.

 

Track & trace says my package is delivered but I didn’t received anything?
Sometimes it can happen that your courier already scanned the order as delivered but has not stopped by yet, please wait until the end of the day to be sure it is not delivered. But if the courier didn’t show up at the end of the day you should contact us at customerservice@stieglitz.nl. We can start a search for your package.

 

My order status stays “on-hold”.
When you pay using Paypal sometimes your order can stay “On-Hold”. In this case you need to contact Paypal as this will have something to do with your Paypal account. We can’t do anything about this. Stieglitz only ships orders of which the payment has been received by us.

 

I didn’t receive a order confirmation.
Always make sure that you fill out the correct e-mail address. It’s also possible that your e-mail has been received in your spam box. If you can’t find the confirmation in your spam box, please contact customerservice@stieglitz.nl. We can change your e-mail address here so you will receive order updates.

Can I cancel my order?
Orders can be canceled as long as they have not left our warehouse, please contact customerservice@stieglitz.nl if this is your case. If your order already has left the warehouse, we cannot cancel or change the order anymore.

 

Can I change my order?
Unfortunately Stieglitz is unable to change your order/product(s) after your order has been placed. This includes change of color, size or product. You are able to cancel a order or product when it hasn’t left the warehouse yet, please contact customerservice@stieglitz.nl. If you wish to add a product to your order you need to place a new, separate order. It is always possible to return or exchange products, once you’ve received the order(s).

 

How can I follow the journey of my oder?
When your order is received at the courier you will receive a track & trace via e-mail. This is can take a few hours after your order has been completed. Never received this e-mail with your track & trace? Please contact customerservice@stieglitz.nl.

 

I filled out the wrong address, what now?
If the order has not left the warehouse we might still be able to change the address, please contact us at customerservice@stieglitz.nl sharing the correct address details as soon as possible. Once the order leaves our warehouse there will be nothing we can do anymore.
Did you fill out the wrong delivery details, such as zip code or house number and the order has left the warehouse already? There is a chance that the package will be returned to our office due to unknown address. When we receive this order back at the warehouse we will contact you to collect the right shipping information to process your order correctly.
If the order is delivered at the specified address which is not yours, there is nothing we can do anymore. Stieglitz cannot be held responsible for accidents like this. It is the customer’s own responsibility to hand-over the correct information in order for us to process the order perfectly.

 

The delivery time/day of my package is delayed.
When your delivery is delayed you can contact us at customerservice@stieglitz.nl. Probably there is something wrong with the shipping address or with the courier company. We can start a search for your package with the courier company. It can take a few days to get a response about the status of your package. In any case, we will always keep you posted with updates via e-mail. Keep in mind that during peak seasons couriers can experience delays, such as during Christmas or national holidays.

 

My package got lost, what to do?
Please contact customerservice@stieglitz.nl we will start a search for your package with our courier. It can take a few days to get a response about the status of your package. In any case, we will always keep you posted with updates via e-mail. We will figure it out together!

 

Worldwide shipping – DHL Express – On demand
We ship worldwide with DHL express and offer On Demand delivery. It will take 1- 4 working days to receive the order. With On Demand delivery you are able to decide when and where you order will be delivered and schedule the delivery. Orders can always be followed by a track & trace code. After 3 delivery attempts your order will be returned. And even when you’re on a holiday DHL is able to hold your order for 30 days.

I would like to return my order.
You can return your item(s) within 14 days after your order was delivered to you. Please make sure that you make use of the return form which comes with your order. This way we make sure we can handle your return correctly. Did you lose your return form? No problem, you can download a new return form right here, Make sure you fill in all the details correctly so we can process your return correctly. When we receive worn, damaged or incomplete items we reserve the right to refuse products. They will be returned to your given address again.

 

How long does it take to refund my money?
When we receive your return at the office it will takes maximum 10 working days to process your return. So within 10 working days you will receive a confirmation through e-mail that we processed your order and refunded your money. We always refund the money through the same method with which you made your payment. It is not possible to change payment details. If you payed with your bank account it can vary per bank how long it takes until the amount is credited back to you..

 

Return costs.
Any shipping charges that may apply on returns or exchanges will not be refunded. Did you contact customer service about a complaint or do you need to exchange or return an item due to a mistake on our side? then please contact customerservice@stieglitz.nl we will send a return label to your mail.

 

My return period of 14 days expired, can I still return or exchange my order?
Unfortunately no. But if we do receive an order after 14 days from receipt we will send you a personal coupon which you can spend in our webstore again. If you are prevented due to circumstances to return within the 14 day time frame, please contact customerservice@stieglitz.nl before returning your order so we can find a solution together.

 

Can I return my items bought in sale periods?
Yes, you can return your items bought in sale periods. We handle the same return policy as normal purchases. You have 14 days to return your items from the day of receipt. We will refund the money through the same method as with which you made your payment.

 

Can I return my items bought with a special promotion code?
Yes, that discount was a present from us to you. In this case we handle the same return policy as normal returns.

 

I returned my order but never received a refund.
Please make sure when you return a package to Stieglitz that return form is enclosed to this package. Without return form/order details we can’t trace the item back to you and therefore handle the return correctly. If you did not add the return form to your package we cannot do anything for you.
When you return your order make sure you do this with a track & trace number. In that case, if package does not arrive or arrives without customer details, we can still track down the order. If you can’t prove that the order has been returned we can’t do anything for you.
If the order was returned (with or without track & trace) and lost permanently during shipping, we cannot offer a refund of any kind. It is the customer’s responsibility to ensure the package arrives safely back to our warehouse.
My favorite item is sold out, when will it be restocked?
Unfortunately seasonal items will never be restocked. So it’s now or never!

 

If items are sold out online do you have them in your store?
Our stock in store and online are the same. So if a size or product is out of stock online you won’t find it in our store either.
Damaging
If you have a complaint about your item you can contact customerservice@stieglitz.nl.
Please mention in the e-mail your order number, explain the complaint and add pictures of the problem. If the problem arised due to improper use we can’t do anything for you. If the problem arised due to a production fault, we will come to a fitting solution. This can be a refund, store credit or new item, depending on the damage and if the product is still in stock.
In some cases it is possible to repair the damage. If you believe this is your case, make sure to first contact customerservice@stieglitz.nl so we can assess whether this is indeed the case. If so, we can reimburse the repair cost. Make sure you keep and e-mail us the receipt of the repair so we can reimburse the payment.
We do not offer in-house repair or alteration services.

 

Guarantee
Stieglitz offers 3 months warranty on all purchases. If during that time period a problem arises with the product, please send an e-mail to customerservice@stieglitz.nl. Please mention in the e-mail your order number, explain the problem and add pictures of the problem. We always try to reply your e-mail within 5 working days. We will assess the complaint and find a fitting solution. Keep in mind the warranty will be cancelled if the item shows a defect caused by improper use. Please always follow the care label instructions.
How can I pay?
We accept iDeal, PayPal, Visa, Eurocard, Mastercard, American Express, and debit cards. Please check with your bank to make sure your card is valid for online purchases. Visa and Mastercard are verified by a secure code. Payment is only debited from your card at time of dispatch.

 

My items got discounted after placing a order.
We do not offer price adjustments for items that go on sale or are otherwise discounted after your order has been placed.
Items purchased as part of a temporary special offer are not treated as sale items but as a regular purchase, consequently those terms and conditions apply.
If proceeding to payment, you confirm to you have read, accepted and agreed with our general terms and conditions.
No products