Shipping & returns
We ship worldwide with PostNL. Free shipping is included in all orders. For orders over €120 we use Track & Trace and insurance services. These deliveries require a signature, please ensure somebody is in to sign for the goods.
We process during our main service hours, Monday to Friday, from 9:00 am till 6:00 pm CET (with the exception of Dutch public holidays). Each items has its own processing time, please check the product description for the estimate.
Please note that customs duty or sales tax may occur, depending on your local customs duties. These charges are at your own expense. Orders cannot be shipped COD (cash on delivery). All purchases are shipped to the address provided when placing the order.
Tracking & insurance (orders of €120 and above)
The campers in bell jars and birdhouse families will be provided with a Track and Trace number and insurance. Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. The tracking number may allow you (subject to the courier’s website) to monitor the shipping status of your order. If you have questions about the delivery of your order, please contact us. Track your order on PostNL.
Shipping upgrade DIY-kit
Diy kits are shipped with standard mail by PostNL, without Track and Trace and insurance. It may take 2-4 weeks for you DIY-kit to arrive overseas (America, Canada, Australia, New Zealand). If you’d like to receive a track and trace number and insurance on your shipment, please select the shipping upgrade.
If you are not happy with the item you have purchased, I am happy to find the best possible solution. Please get in touch by sending an email to firstname.lastname@example.org. Dont return your package before getting in touch. Items can be exchanged or returned within 14 days of delivery by sending it back undamaged in its original packaging. Shipping costs for returns are paid by the buyer.
Once your return is received I will send you an email to notify you that I have received your returned item. I will also notify you of the approval or rejection of your return. If the return is approved your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 15 working days.
Please note that returns and exchanges are at your expense.
Vera van Wolferen is not able to refund customs duties and taxes on orders shipped outside the EU. However, you may be able to recover these by contacting your local customs office directly. If exchanging or returning items, please note that you are responsible for the shipping until we have received the goods.
Please use a trackable shipping service and/or shipping insurance. We don’t guarantee that we will receive your returned item. Please note that returns from outside the EU that are shipped duty unpaid will be refused until any associated fees are paid by the sender.
Please send your returns/exchanges to the following address:
Vera van Wolferen
De Constant Rebecqueplein 20B
2518 JW The Hague
Returns are not accepted:
• Without contacting us first.
• If more than 30 days have passed since you received your order.
• The product has been damaged or is not in the same condition as when delivered.
Unclaimed packages will be returned to us. All fees in connection with the return delivery of unclaimed packages will be charged to the customer.