Shipping & Returns
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The Shipping Policy provides you with all the information on how we, The English Hatter, headquartered in Aalsmeer, the Netherlands (' The English Hatter ' or ' we ') ship the products you purchased on www.english-hatter.nl (' Website ').
SHIPMENT LEAD TIME
All orders are processed within 1 to 3 business days. Orders are not shipped and/or delivered on weekends or certain public holidays.
SHIPPING COSTS AND DELIVERY TIMES
The English Hatter offers free standard shipping within the Netherlands and Belgium for orders with a minimum purchase of €125. Free standard shipping is not available for orders under €125 and/or orders requiring shipping.
For an overview of shipping costs per country, please consult the table below:
|
REGION |
DELIVERY TIME & CARRIER |
COSTS |
|
The Netherlands |
1-3 business days DHL |
€5.95 |
|
Belgium |
1-3 business days DHL |
€5.95 |
|
Germany |
2-5 business days DHL |
€7.95 |
|
EU |
2-7 business days DHL |
Shipping costs range from €15 to €30, depending on the location. The exact cost is automatically calculated at checkout based on the delivery address. |
|
Rest of the world |
5-12 business days DHL |
€75 |
Tax-free orders from outside the European Union
If you place an order from a non-EU country, import duties and taxes will be charged. These duties and taxes, which may vary by non-EU country, are charged by the courier.
We ship to almost every country in the world, with some specific exceptions in exceptional circumstances. If the country you're shipping to isn't listed, please contact us, and we'll personally inform you of the shipping costs to that address.
The English Hatter will make every reasonable effort to deliver your order to the delivery address within the expected delivery time. Due to high order volumes or other unforeseen circumstances, shipments may be delayed. Please allow additional days for delivery. If there is an anticipated delay in the shipment of your order, we will contact you by email or phone.
If a shipment is delayed or cannot be fulfilled or can only be partially fulfilled, we will notify you as soon as reasonably possible after the order has been placed. In that case, you can cancel the agreement free of charge.
If you are not home at the time of delivery, the delivery person will try to deliver the product to your neighbor or try again the next day. If this is not possible, the package can be collected from a collection point. You will receive a notification in your mailbox if this is the case.
SHIPPING TO A PO BOX OR APO/FPO ADDRESS
We can only ship to a home or work address in one of the countries you can select when choosing your delivery address. We do not ship to PO boxes or military or naval post office addresses (APO or FPO addresses).
SHIPPING CONFIRMATION AND TRACKING
Once your order has shipped, we will send you an email with a shipping confirmation and a tracking number.
CUSTOMS DUTIES AND IMPORT TAXES
The English Hatter is not responsible for any customs duties and/or import taxes on your shipment. Any fees imposed during or after the transport of your order are your responsibility (such as duties, taxes, etc.).
DAMAGE, INCOMPLETE SHIPMENTS, LOSSES, OR INCORRECTLY DELIVERED PRODUCTS
We request that you inform our customer service as soon as possible (preferably within 24 hours of receiving your order) by email or telephone if:
- receive your order in a damaged or incomplete condition;
- receive products that you did not order; or
- you have not received your order.
In these cases, we will decide how to resolve the situation. You must always inform us of the above situation(s) and await our instructions.
We will bear the costs of any replacement delivery and will then ensure that the correct products are sent, provided you have fully complied with our returns instructions.
If you return one or more products at your own expense without first contacting us and waiting for our instructions, you will not be able to reclaim any shipping costs you incurred from The English Hatter (and you cannot hold The English Hatter liable for the return that took place without our prior instructions).
To ensure your satisfaction, we will provide a suitable solution as quickly as possible. If your order is lost in transit or you claim you haven't received it (even though the tracking information indicates receipt), we will initiate an investigation with the relevant carrier. We will typically await the results of the investigation and either send you a replacement product or refund your purchase price if the carrier confirms the shipment was lost. You agree to fully cooperate with our carrier during the investigation.
The risk of damage and/or loss to the shipment rests with The English Hatter until the order is delivered to the delivery address, unless otherwise agreed. If there are problems with the shipment of an order due to an error in the delivery address made by the customer, The English Hatter cannot be held liable for the (partial) loss of the shipment.
CONTACT US
If you have any questions about the shipping of your order, please contact us using the information below. You can email us anytime or reach us by phone Monday through Friday between 9:00 AM and 5:00 PM.
Telephone: +31 (0)85-2126898
E-mail: info@english-hatter.nl
RETURNS
Most recent date of modification: January '22
- Refund Information
- Returning discounted items
- Return
- Depreciation
- Cancellation
- Exchange policy
1. RIGHT OF WITHDRAWAL
You have the right to cancel this contract within 30 days without giving any reason. The cancellation period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good. To exercise the right of cancellation, you must inform us of your decision to cancel this contract by an unequivocal statement (for example, a letter sent by post or e-mail).
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
You can use the return form that was included with your shipment.
In that case, you can take the following steps:
- Please indicate which item(s) you wish to return. Also include the reason for the return.
- Pack your item(s) in the box/bag you received it (these) in or in another box/bag and include this return form with the shipment.
- Take the shipment to the nearest drop-off point and keep the receipt.
NOTE: Please keep your proof of shipment, which also serves as your return number, until the amount has been refunded to the account you used for payment.
2. REFUND INFORMATION
If you cancel this contract, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
We will refund you using the same payment method you used for the original transaction.
3. RETURNS OF DISCOUNTED ITEMS
Different rules apply during the bulk discount period. If you return an item during the bulk discount period, the discount will be recalculated based on the total number of items after the return. Any difference will be refunded to your account. If you would like to reorder an item in a different size, you can do so through the webshop. The discount will then depend on the number of items reordered (so the number of items previously ordered is not taken into account).
4. RETURN
You shall send back the goods or hand them over to us without undue delay and in any event not later than 30 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 30 days has expired.
Returns are at the customer's expense.
The address for return items is:
Aalsmeerderweg 285A
1432 CN Aalsmeer
The Netherlands
5. DEPRECIATION
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.
6. CANCELLATION
Since we process your order as soon as it's placed, we can't prevent shipment in any other circumstances. Exceptions are only possible if we haven't yet sent you the shipping confirmation. Therefore, please contact us if you wish to cancel your order so we can determine whether it can be canceled. If the order cannot be canceled, you can exercise your right of withdrawal.
7. EXCHANGE POLICY
We do not exchange products. If you wish to exchange a product, you can exercise your right of withdrawal. You can then place a new order.