Ordering

Ordering online at www.vondels.com can be done in a few simple steps. Below you will find more details on how to place an order, how delivery works and how to pay.

How can I place an order?
Did you find one or more items that you would like to have? Great! Click on your chosen product. Then click on ‘Add to my bag’ the item will appear in your shopping bag. Once you have finished shopping, click on the shopping bag at the top right upper corner of the screen. An overview of your order will appear, in here you can make any necessary changes. If you have an account, please sign in. If you do not have an account yet, please submit your details. Finally, choose your preferred shipping and payment method and complete your order.

Can I change my order?
When you place an order, our warehouse will immediately start working on your order so that we can deliver your order as quickly as possible. Therefore it is unfortunately not possible to change or cancel your order. If you do not wish to receive your order please return the articles that you do not want to keep. Did you make an error in your order details? Please contact our customer service as soon as possible.

Can I change my delivery address?
If you have chosen for delivery by DHL, you may later be able to change it to your correct home address or DHL location. You can change this via the DHL website if your order has been sent by us.

Is it possible to send items as gift?
Sure! Our presents always arrive beautifully wrapped in our bespoke Vondels boxes. If you wish to surprise someone simply select a different delivery address. Enter your own address at the invoice address, so the invoice will be sent to you.

How do I know if my order was placed successfully?
Once your order has been placed, you will receive an order confirmation by email. Did you not receive it yet? The confirmation may have ended up in your spam folder. You can also find your order online via your account (if applicable). If you cannot find the order confirmation, please contact us. Then we will try to help you as best we can.

Can I order a gift card?
Unfortunately, this is not possible yet.

What is the status of my order?
You will first receive an order confirmation from us. Once your order has been shipped, you will receive an email with the Track & Trace information. With this information you can track your package. Is the status not clear? Then we are happy to help you, feel free to contact our customer service.

Does the product match the photo on the website?
Please be aware that the colour of images displayed on our website can be affected by individual display settings. In addition, the products are painted by hand, so it may be that the products slightly differ from the photo.

My order arrived damaged, how is this resolved?
We are sorry to hear this. Glass is a fragile product and therefore there is a chance that it breaks during transport. In case this happens, contact our customer service by sending an email to [email protected] with one or more photos of the damaged article. We will then find a suitable solution.

My order has been cancelled, what now?
Unfortunately, it does happen that an item is cancelled after placing an order. In this case you will be notified by email. The purchase amount of the cancelled item will be refunded within 3 working days. When the item is back in stock, you will unfortunately not receive it yet, as the purchase amount has already been refunded. Our apologies for the inconvenience.