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Customer Service

CUSTOMER SERVICE

How long does it take to ship my order?
For shipping in the Netherlands, we offer Standard, Service Point and Express delivery. You can also pick-up your order in our store in Amsterdam.

 

  • Standard delivery (DHL) – 1-3 working days (€4,95) – for the Netherlands
  • Service point delivery (DHL & PostNL) – 1-3 working days (€4,95) – for the Netherlands. Choose a pick-up point where you can collect your order
  • International shipping (EU) – 1-5 working days (€12,00) – Depending on the country
  • International shipping (Non-EU countries) – 1-10 working days (€25,00)

 

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 order?

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!

 

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