FAQ
Q:
How do I get a refund/return?
Restocking Fees
Regarding Business to Business transactions, all stock items that are not defective and are returned by the purchaser shall incur a restocking fee of 25% of the price plus any freight costs incurred by the seller for the return.
If you have received your order and a product is not to your satisfaction you have 15 days days to request a return. Please go to: https://en.ntextil.nl/order, here you can view your order with your order number T....) and e-mail address. Here you can also specify which products may be returned and why. You can also choose for a coupon or refund.
You can create 1 return request per order so please let us know what you want to return in one instance.
Within approxiamtely 12-48 hours (business days) you will receive a return label & return slip. Please put the label on the parcel and the return slip inside the parcel. These parcels must be delivered to the designated carrier (for example: DPD or DHL). Other carriers may ask you for a payment or accept the package but not scan it for the return. These costs / lost packages will not be reimbursed by us.
The return label should be used within 10 days after receival. In this case ‘used’ means that the parcel with the label on it, should be handed over to the courier stated on the label (for example DPD or DHL). Whenever it’s handed over the track and trace of the return parcel (which the customer can also access) will show it’s dropped off.
Initial shipping costs paid by the customer in order to receive the items will only be refunded if the delivery was faulty, meaning for example: faulty items / more than 4 business days late.
Costs for returning any items have to be paid by the customer. The customer can use our label to make sure it’s being returned to us. Estimated return shipping costs for 1 item is between 5-10 EUR. The more items the more expensive it can become.
The customer can use another method of transportation but if the customer decides to do this we cannot guarantee reimbursement.
If you return products without informing us and/or using our return label we will not be able to track the package. If we are unable to locate the return package we cannot guanrantee reimbursement.
We cannot take back products that have been washed or personalised by for example printing.
Even though we (and our couriers) always intend to deliver parcels as soon as possible and in time, parcels might arrive later than expected due to any given circumstance. Whenever a parcel is 1-3 business days later than indicated we are not responsible for this delay, therefore no refunds can be issued for this kind of delay.
Warranty
If you received your order and discover an item that is damaged, defective or otherwise incorrect please contact us as soon as possible. After receiving your package, you have 24 hours to make a claim and provide all the necessary information. Please send an email to our support team at customerservice@ntextil.nl with the subject "DAMAGED" and provide the information listed below.
What information do I have to provide?
When making a claim it is important you provide us with the necessary information to help you return your product. Please provide the following information in your email when contacting us at customerservice@ntextil.nl
- A photo of the complete packing slip listing the items delivered
- A photo of the outer packaging
- A photo of the open box where the protection can be seen
- A photo of the damage or defect on the product
- A photo of the entire product
- The reference number of the product(s) you would like to return and reason for return.
Procedure
When the return is confirmed by our teams, we will send you a return label and a return slip by email.
You must print these two documents, stick the label and place the return slip in the package.
Return fees
Please check the presence of this return slip. If our teams cannot find this return slip at the warehouse, additional costs may be charged to you.
If you return everything and you choose for a coupon we will reimburse the initial shipping costs you paid while placing the order, with a refund we keep these initial shipping costs. With a partial return these initial shipping costs will never be reimbursed. Return costs will never be charged as long as you use a label provided by us to make this return.
If you have selected Klarna as a payment method these initial transportation costs will remain in your account and will still have to be fulfilled. These costs will not be refunded by us.
If a parcel cannot be delivered because an incorrect or incomplete address has been submitted costs may be withheld. If the carrier delivers it to this faulty address reimbursement cannot be guaranteed.
A coupon can be exchanged for a refund. However, a refund cannot be exchanged for a coupon.
Restocking Fees
Regarding Business to Business transactions, all stock items that are not defective and are returned by the purchaser shall incur a restocking fee of 25% of the price plus any freight costs incurred by the seller for the return.
Q:
What promotions do you have right now?
We have a special deal or a promotion going on almost every day. Featured promotions get the banner treatment throughout the website. Please browse our website to see if you can find a special deal or a promotion that suits your needs.
Q:
Can I pick up my order?
Ntextil.nl is an online-based shop, so we do not have any physical storefronts. We ship everything directly from our warehouses right to your door for your own convenience. You can find all you need to know about our shipping on the following link: https://en.ntextil.nl/display/shipping_information
Q:
What does "Cancelled" mean?
The term "Cancelled " means that your order will not take place, normally due to the following factors:
1# You have asked to cancel your order;
2# Due to payment processing error, please check payment methods used.
3# The items could have run out of stock, in this case we will refund with a coupon code that you can deduct at any time in future orders.
Q:
Where is my order?
You can track your order at all times. When your order is confirmed you will receive a confirmation order id by email and when it's being shipped you will receive a tracking number which you can use to follow your items all the way at our carriers website. We work with the best carriers to provide you with the most efficient and fastest shipping service.
Please note, the tracking number may take a while to become available.
If you don’t find this information in your inbox please check your spam/junk folder.
Q:
Can I ADD or CHANGE items?
Orders are processed as soon as you place them, so it's not possible to add or change items. We recommend that you to place a new order for the items you wish to add.
Q:
Can I cancel the order?
If you realize that you made a mistake and ordered either the wrong size, color or style, you can cancel if you let us know within 2 hours of placing the order.
You can click on the button Cancel on the page My Order
Q:
What does “Pending” mean?
The term "Pending" means that your order is being assigned to one of our warehouses, payment is being verified, shipping data is being confirmed and any logistic issues resolved.
Q:
What does “Partially Shipped” mean?
The term "Partially Shipped" means we have shipped only part of your order to guarantee the fastest delivery possible, due to availability factors. Therefore, your order will be shipped in separate packages, generating more than one tracking number and with the possibility of items arriving at different times. You will not be charged extra shipping costs.
Q:
Where is your warehouse located?
Our warehouse is located in France (Britain) for 48 hours delivery, but we don't have any physical storefronts. We ship everything directly from our warehouses right to your door for your convenience.
