Frequently Asked Questions

Let our frequently asked questions help you.

General

I have a question about a product.

Each product on our website has a product description that lists all specifications. If you want additional information, please contact us at hello@dutchbone.com.

Do your products have a warranty?

Of course, we want you to enjoy your Dutchbone product as long as possible. We try to offer a solution per product and situation. We take into account a minimum guarantee of 2 years. For some products there is also a manufacturer's warranty or an extra lifetime. If there is something wrong with your product, we are happy to help you. You can email us at hello@dutchbone.com. Please send us pictures of the problem to support us.

Can I order spare parts?

Unfortunately, we do not stock spare parts. Some parts such as seat caps can be ordered. You can enquire at hello@dutchbone.com.

How will you handle my personal information?

We will handle your personal data with the greatest of care, in accordance with the General Data Protection Regulations. Find more information in our Privacy & Cookie Policy.

If I want to see the products in real life, where can I go?

Use our store locator to find your nearest shop. Always call the shop before visiting to make sure the product you want to see is actually there.

It is also possible to view the products in the showroom at Dutchbone headquarters. Call +31 (0)88 51 16 092 to make an appointment and to check if your desired product is actually on display. This is only possible within office hours (Mon to Fri from 9:00 to 17:00).

Ordering

Was my order processed correctly? I did not receive an order confirmation.

If you can see your order on the My Account page, you can assume all is correct. However, you can always email us at hello@dutchbone.com to double check.

Can I change or cancel my order?

If youve already placed an order, please contact our customer service team on +31 (0)88 51 16 092. Once the order is shipped, it isnt possible to make changes.

Payment

What are the payment options?

You can pay using the following options: iDeal, PayPal, Klarna, VISA, Mastercard, American Express, Maestro, Bancontact, KBC.

Does the listed price include VAT?

Yes, all prices listed on our website include VAT.

Can I pay after delivery?

Yes, this is possible if you pay via Klarna.

How long does it take for you to receive my payment?

This depends on the payment option you choose. If you pay with iDeal or credit card, we will receive your payment immediately.

My payment has failed. What should I do?

Our customer service department will help you. Please contact hello@dutchbone.com.

I lost my invoice, can I get a copy?

Of course you can. You can find your invoices in the My Account Navigate to Orders, and then Invoices. Here you can find, print or save your invoice.

Delivery

Is there a delivery fee?

This depends on the amount of your order. If the amount is higher than 50, delivery is free. Below 50 and the cost depends on the place of delivery.

When can I expect my delivery?

The delivery time of your parcel depends on the size, among other things. Small to medium-sized parcels such as home accessories to dining chairs are sent as quickly as possible by parcel post and can be expected within 1-2 working days.

Larger items such as sofas and dining room tables will not just be dropped at your doorstep! You will receive a delivery calendar via email to schedule a delivery yourself. PLEASE NOTE: This can be done for up to 7 days in the future. If you want to receive your order later than a week (e.g. due to a move), please email hello@zuiver.com before ordering to discuss your order.

What can I do with my Track & Trace?

With the Track & Trace code, you can track your orders and see the estimated delivery time. Have you downloaded the PostNL app? Then you can change the delivery date or have it delivered to a PostNL pick-up location as long as the parcel has not yet been processed.

Do you bring large furniture to any place in my house/apartment?

We offer delivery within the Benelux to over the first threshold of the house. So if you live on the ground floor, this will be over the threshold of the front door. Do you live in an apartment/flat without a lift? Then we will deliver to a maximum of the fourth floor, over the first doorstep.

Tip: Check in advance whether your order will fit through your door, lift and/or staircase. If you would like to know more about a package size or weight, please email hello@dutchbone.com.

We do not offer an assembly service.

Do I need to be home when my order is delivered?

IMPORTANT: We deliver at the home address that is listed when creating the order. This means there should be somebody at home when we deliver. If no one is in, the package will be delivered to a PostNL collection point that same day, or the following morning for evening deliveries. Changing delivery slot is possible using the track & trace system.
  • Find your nearest collection point: postnl.nl/locatiewijzer (NL) or postnl.be/locatiewijzer (BE).
  • We will of course leave a card showing a "no-one in code". You need this code for the track & trace to see where you can pick up your package. Important information: PostNL will only store your package at the collection point for one week. So please pay attention, because if you are too late collecting, your order(s) will go back to our epic centre!

    • Do you deliver to the Wadden Islands?

    Yes, it is possible to have your order delivered to a Wadden Island. Please allow for an additional delivery time of 1-2 working days.

    Is it possible to deliver my order to a different address?

    Yes, this is possible. During the ordering process you have the option of choosing an alternate address. Simply fill in your preferred delivery address in the New Address box, and your order will be delivered there.

    Is it possible to deliver my order to a PO box?

    No, unfortunately this is not possible.

    What should I do when the delivered order is incomplete?

    This is of course very unfortunate, please contact us within 2 working days at hello@dutchbone.com

    Returns

    How can I return my order?

    1. Fill in the return form. Once we receive the request, we will complete the details and you will receive an email about the return procedure with completed return form within 24 hours.
    2. Print out this form and put it in the box. This way, the warehouse will quickly have the details to hand and we can credit you faster.
    3. You will receive a second e-mail with shipping instructions from our logistics partner within 36 hours.
    4. If it is parcel post; print the label and stick it on the parcel. 
    5. Bring the parcel to the nearest PostNL Parcel Point within 7 days.
    6. After we have received the parcel in good order, we will refund the purchase amount within 14 days to the account where the original payment came from.

    You can also return the parcel without notification. The address: Boeilijn 1, 1551NK, Westzaan. In this case, you will have to pay the shipping costs yourself. We prefer notified returns. This is the quickest way to organise your refund. 

    Complaints

    What should I do if my product is delivered broken? 

    We will be happy to help you solve the problem. Please send an email to hello@dutchbone.com as soon as possible after receiving your order with:

    1. A description of the problem.
    2. If possible: photos or video of the damage.
    3. Your order number and name on the order.
    4. Possible preferred solution: compensation discount, exchange or return.

    We will contact you as soon as possible upon receipt of your e-mail. If your product was ordered from one of our dealers, we recommend contacting the dealer first. They are the first point of contact for complaints and warranty.

    How can I file a complaint?

    Please send your complaint to hello@dutchbone.com. Our customer service will contact you within 3 working days. You can expect a substantive response within 14 working days. Please note: your complaint may concern our products or our service. If you are not satisfied with the handling of your complaint you can also submit it to the European ODR Platform (https://ec.europa.eu/consumers/odr/) 

    What should I do if I have a complaint about a product that I have purchased at a Dutchbone dealer?

    If you have purchased a product at a Dutchbone dealer, they will handle your complaint since you made the sales agreement with them. So try in first instance to contact the specific Dutchbone dealer were you have purchased your product. In the unlikely event that you cannot find a solution, you can always contact us via hello@dutchbone.com.

    During delivery, damage was done to my private property. What steps should I take?

    In this case, it is important to report damage to your home, garden or household contents to PostNL's Extra@Home service as soon as possible, within 48 hours.

    1. Call PostNL Extra@Home on: 088-2363764 Mon-Fri 08:00 - 20:00 Sat 09:00 - 18:00.
    2. Take photos and detail photos of the damage and send them to customerservice@dutchbone.com. Please include your order number.

    We will merge the details of the delivery or collection order with your photos after which our warehouse will file the claim. The responsible department at PostNL will process the claim and come up with a compensation proposal.

    Reviews

    Where do reviews come from?

    Our website displays reviews collected by Kiyoh. Kiyoh ensures that all reviews are reliable. Reliable' means that only customers who have made a purchase can post a review. No paid reviews are shown on our website and we do not remove negative reviews. A review is only not published if the language is inappropriate or if there are doubts about the authenticity of the customer who left the review.

    For more information about this, please visit the following pages: https://klantenvertellen.nl/en/reliable-reviews/ and https://klantenvertellen.nl/en/terms-of-use-customer-review-system/