Do you have a question? We would be happy to help! Please check if your question is already answered below. For all other questions, please send an email to: info@ontwerpduo.nl.
Shipping
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I want to receive my order later than your indicated deliverytime, is this possible? Yes, this is possible. When placing your order, there is a field to fill in comments. Please fill in the desired date you want to receive the order, and we will do our best to have your order delivered around that date.
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Can I track my order? At the moment it is not possible to track your order. When you need more information about the deliverytime you can always ask us by sending an email with your order number to: info@ontwerpduo.nl. We will check our shippingcompany and inform you.
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Do you ship to my country? Yes, we ship worldwide.
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What is the shipping time of my order? Your order will be shipped within 1-2 working days from our studio in The Netherlands.
Most products are on stock. A longer lead time due to production (custom colors, products on demand) is possible, if this is the case, it is written down at the product subscription at our online shop.
When you order bigger furniture or large quantity products and have a large order, we will contact you directly as shippingtime varies per country.
In this skedule you will find the standard shipping time per country.
| Small products (max weight 10 kg) | |||
| Destination | Delivery time (working days) | Shipping costs | Free shipping (on orders above) |
| The Netherlands | 1 to 2 days | € 8 | € 70 |
| Belgium, Germany | 2 to 3 days | € 10 | € 100 |
| Europe | 3 to 7 days | € 25 | € 200 |
| Norway + Switserland | 5 to 8 days | € 40 | € 400 |
| World, untill 10 kg | 5 to 10 days | € 85 | € 500 |
| Large orders (bigger products, furniture or large quantity products) | ||
| Destination | Delivery time (working days) | Shipping costs |
| The Netherlands | 2 to 3 days | Free |
| Belgium, Germany | 2 to 3 days | Free |
| Europe | 3 to 7 days | € 200 |
| Norway + Switserland | 5 to 8 days | € 300 |
| World | 2 to 8 weeks | € 500 |
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What are the shipping costs of my order? In this skedule you will find the shipping costs per country.
| Small products (max weight 10 kg) | |||
| Destination | Delivery time (working days) | Shipping costs | Free shipping (on orders above) |
| The Netherlands | 1 to 2 days | € 8 | € 70 |
| Belgium, Germany | 2 to 3 days | € 10 | € 100 |
| Europe | 3 to 7 days | € 25 | € 200 |
| Norway + Switserland | 5 to 8 days | € 40 | € 400 |
| World, untill 10 kg | 5 to 10 days | € 85 | € 500 |
| Large orders (bigger products, furniture or large quantity products) | ||
| Destination | Delivery time (working days) | Shipping costs |
| The Netherlands | 2 to 3 days | Free |
| Belgium, Germany | 2 to 3 days | Free |
| Europe | 3 to 7 days | € 200 |
| Norway + Switserland | 5 to 8 days | € 300 |
| World | 2 to 8 weeks | € 500 |
Payment
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Do I have to pay import duties in my home country? Products shipped to countries outside of the EU may be subject to taxes and customs duties levied by the destination country. You will have to pay these charges. We have no control over the charges and cannot inform you what they will be. Customs policies vary widely per country. When you have any questions regarding this, please contact your local customs office for more information.
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What are your terms & conditions? You can read them here.
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Can I get the Dutch VAT refunded? When you order outside the EU, the Dutch VAT is automatically deducted in the cart. Please note that local VAT and customs duties will apply upon receiving your package.
Company order within the EU: When you have a valid VAT number, please proceed the order and choose bank transfer when you checkout. Reply to the email with the order confirmation, and send us your company VAT number. We will send you an email with invoice without VAT. After payment, your order will be shipped.
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Can I pay my order by bank transfer? Yes, you can choose bank transfer when you proceed checkout. After payment, your order will be shipped.
Returns
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What is the return address? Ontwerpduo
Gashouder 13
5613 CR Eindhoven
The Netherlands
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How does it work with payment when I return something? The return shipping is not prepaid. You have to pay for the return shipping yourself. We will give a refund for the items you bought, including the initial shipping charge.
Please read our terms & conditions for details and exceptions here.
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Can I return packages that already have been opened? Yes, if you open the packages without damaging the product and the packaging, you can return the products in the original packaging. Use our shipping box for returning.
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What are your terms & conditions? You can read them here.
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The order I received is damaged or incorrect, what can I do? Please send us pictures of the damaged goods and the packaging, and describe the problem with the product to: info@ontwerpduo.nl. Please mention the order number. We will replace the damaged products free of charge.
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Can I cancel my order? Yes, if the order has not been shipped yet. When the order has been shipped, you can return the order. Please send us an email to: info@ontwerpduo.nl. Mention your order number in this email.
Please note that special terms apply for custom made products.
Please read our return policy for more information and exeptions on this here.
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I need to return something, how does it work? Send us an email with the return form within 14 days of receiving the order. Send the items back within 14 days of notifying us. Please fill out the return form. You can download and print it here: Return Form Ontwerpduo.
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Where can I find the return form? You can download and print it here: Return Form Ontwerpduo.