Returns & Refunds

Right of withdrawal

As a consumer, you have a 14-day cooling-off period after receiving your order. During this period, you may withdraw from all or part of your purchase without giving a reason.

Would you like to exercise your right of withdrawal? Click the button below:

Exercise your right of withdrawal

You can also find this link in the bottom-right corner of every page of our webshop.

You may also notify us of your withdrawal by email at service@souvenirsfromholland.com. Please include your name and order number, if possible.

Returns

After notifying us that you wish to withdraw from your purchase, you have another 14 days to return the articles.

You can send your return to:

From Holland Online
Weesperstraat 94 D
1112 AP Diemen
The Netherlands

Please include a note with your name and order number, if possible. This helps us identify and process your return more quickly.

Pack the articles carefully and use the original packaging where possible.

You may inspect and assess an article in the same way as you would in a physical shop. If an article has been used or damaged more than necessary to assess it, we may deduct any loss in value from the amount to be refunded.

Please keep your proof of postage until your return has been processed.

Return procedure

  1. Notify us within 14 days of receiving your order that you wish to withdraw from all or part of your purchase.
  2. We will send you confirmation and further return instructions.
  3. Return the articles to our return address within 14 days after notifying us.
  4. Please include your name and order number with the return shipment, if possible.
  5. Once received, we will inspect and process your return.
  6. The amount due will be refunded using the same payment method used for the original order, unless agreed otherwise.

Refunds

If you withdraw from the entire order, we will refund the purchase price and the cost of our cheapest standard delivery method.

If you selected a more expensive delivery method, such as express or expedited shipping, we will only refund the cost of our standard delivery method.

If you return only part of your order, the original shipping costs will not be refunded.

We will refund the amount due no later than 14 days after receiving your withdrawal notice. We may wait with the refund until we have received the articles or until you provide proof that you have returned them.

The refund will be made using the same payment method used for the original order, unless agreed otherwise.

Return shipping costs

The direct cost of returning the articles is at your own expense.

Have you received an incorrect, damaged or defective article? Please contact our customer service team before returning it. If the return is necessary because of an error on our part, the necessary return shipping costs will not be at your expense.

The return shipment remains at your risk until we have received it. We therefore recommend sending valuable returns with proof of postage or track & trace.

Exceptions

The right of withdrawal does not apply to certain articles. This may include:

  • articles made especially according to your personal specifications;
  • articles personalised with a name, text, image or another form of personalisation;
  • articles that spoil quickly or have a limited shelf life;
  • sealed hygiene products where the seal has been broken after delivery;
  • articles that, after delivery, can no longer be separated from other products.

Do you have any questions about returns or the right of withdrawal? Please contact our customer service team.

Refused and uncollected parcels

Refusing a parcel or failing to collect it from a collection point does not automatically count as a valid withdrawal. If you wish to cancel your order, please clearly notify us within the statutory cooling-off period by using the ‘Exercise your right of withdrawal’ button or by email.

A parcel may be returned to us for reasons including:

  • the recipient refuses delivery;
  • the parcel is not collected in time;
  • the delivery address is incorrect or incomplete;
  • the recipient cannot be reached in accordance with the carrier’s delivery procedure;
  • import duties, taxes or customs charges are not paid.

If a parcel is returned to us for one of these reasons, we will contact you after we have received and inspected it.

In case of a valid withdrawal

If you have clearly notified us within the cooling-off period that you wish to withdraw from the entire purchase, we will refund the purchase price and the cost of our cheapest standard delivery method.

The direct return shipping costs are at your own expense. Documented additional costs caused solely by an incorrect address, failure to collect the parcel, customs processing, storage or return shipping may also be deducted, where legally permitted.

Without a valid withdrawal

If you did not notify us clearly or within the required period that you wished to withdraw from the purchase, we will not automatically treat the returned parcel as a withdrawal.

If you request that the order be shipped again, the actual shipping costs and any additional costs may be charged again.

If you do not want the order to be shipped again, we will determine the refundable amount after receiving the parcel. Actual shipping, return, storage, customs or handling costs may be deducted where legally permitted.

If the parcel is not returned to us, for example because it is destroyed, abandoned or disposed of by the carrier or customs authorities, we cannot refund the product value while we have not received and inspected the goods.

International orders outside the European Union

Orders delivered outside the European Union may be subject to import duties, taxes, customs clearance fees and other customs charges.

These costs are determined by the destination country or the carrier and are the responsibility of the recipient.

If an international parcel is refused, not collected or returned because import duties or customs charges have not been paid, the actual resulting costs may be deducted from any refund, where legally permitted.

We have no control over the amount of import duties, taxes, storage charges or other costs charged by carriers or customs authorities.