Shipment and returns

Shipping and returning

Shipping
We only deliver to the Netherlands, Belgium, Luxembourg, Germany and France. We do not deliver to the islands belonging to these countries (the Netherlands, Germany and France).

Tracking your order.
Do you want to know where your order is? You have received an e-mail from Handed By/DHL with the track & trace code of DHL. Use the DHL track & trace link in your order confirmation to trace your order. Alternatively, your order can be delivered at a pick-up point.

Delivery times.
We send your package by DHL. For web-shop orders delivered to your home: delivery is made within 2-3 working days.
The stated delivery time is an estimation. Some deliveries may take longer, which depends on the carrier. Have we shipped your order? Then you will receive an e-mail with a DLH track-&-trace code. This will tell you exactly where your package is.

Damaged delivery.
Have you noticed any damage regarding one or more products? Please contact Handed By at webshop@handedby.com.We will ask you for photos of the package and the damage.
We do not supply a return label, you are responsible for returning the product.

Returning
Is the product not what you expected? No problem at all! All purchases made on handedby.com can be returned within 30 days from the date you received the order. 

Register a return with an account.
Log in and report the return of the package at 'order overview'. Once the return has been confirmed, you will receive an email. You can find the empty return form in the box or in your account under 'returned products'. Place the completed form in the box.

Register a return as a guest.
You will find a return form in the box, or you can request it by email. Complete the form and put it in the box.
We do not supply a return label, you are responsible for returning the product.

Return your order.
You are responsible for returning the product. Returns can be sent to the following address:
Handed By B.V.
Nijverheidsweg 13
3401 MC IJsselstein
Netherlands

Remember to ask for your tracking number and keep it safe! The best way is to use the box that is provided. Make sure that your return package is sufficiently postage paid. Insufficiently paid postage will be recovered through a deduction from the refund. 

As soon as we have received and processed the return, you will receive a refund from us within 10 working days through the same method as used by you for your payment. We cannot process packages without a return form.

Learn more about our return conditions below. 

Return conditions.
1. After the purchase on the website, the customer has the right to return the product within a 30-day period, without stating reasons. This period applies to all countries where Handed By organises deliveries.
2. Returns must be made to the address stated on the website or, if available, to the address indicated on the return form/packing slip.
3. The product must be returned unused and in the original packaging. If this is not the case, the right to a reimbursement may be cancelled.
4. Costs for returning the product are for the customer, unless Handed By makes an exception. This exception applies if confirmed by Handed By in writing.
5. Assessment of the returned product is at the discretion of Handed By.
6. If upon return the product appears to be damaged or differs in any way from the original product sent, the right to reimbursement of the purchase price lapses, unless the damage or difference is the original reason for returning the product.
7. When a product from Handed By is purchased in a physical shop, the customer is expected to return this product to the shop where it was purchased by the customer. Only products purchased on the website of https://handedby.nl/ are subject to the right of withdrawal.
8. For the refund, Handed By will use the same payment method as the method used by the customer. 

Customer’s obligations when returning products
1. During the cooling-off period, the customer will treat the product and its packaging with due care. The product must only be unpacked or used to the extent necessary to determine the nature, characteristics and functioning of the product. The customer may basically only handle and inspect the product as he would be allowed to do in a shop.
2. The customer is only liable for decrease in the product’s value if the product is handled beyond the handling permitted in paragraph 1.
3. The customer bears the direct costs for returning the products.

Exchanging articles. 
We cannot exchange articles, if you wish to exchange an article, you need to place a new order on the website with the desired article. The unwanted articles can be returned.