0844 884 2340

FAQ

Order Queries

 

How can I find out when stock of a particular item has come in?
Simply use the ‘Email me when in stock’ button on the relevant product page and we will notify you at this email address as soon as we have the item back in stock. In the meantime, please feel free to browse the Dutch By Design website for other stylish products that you might find irresistible which we currently have in stock. 

Can I order products that are 'out of stock'?
If an item shows as out of stock and you wish to order it, please use the Pre-Order button on the product page.  You can be assured that stock will be allocated to you as soon as it comes in, please note that we do charge your card upon placing the order.

How is ordering a 'Special Order' product different from a stock line product?
A special order product is ordered in specifically for you, it is not something that we usually keep in stock. Once you have placed your order, we will call you to inform you of the estimated lead-time and confirm that you wish to proceed before processing the order.

The order will be despatched, and payment taken, within a couple of working days of the original purchase date to enable us to place the reservation with the supplier. Please check estimated delivery times on the item page.

Unfortunately we are unable to accept returns of special order products unless they are faulty. 

How do I cancel an order?
Please email us via the Contact Us page, or give us a call on Tel 0844 884 2340 to cancel an order. If the order has already left our warehouse, you will need to follow our returns & refunds instructions.

I want to place an order for a gift. Will the value of the goods appear on the packing slip?
No, the products will not be priced and no price information is included on the packing slip. We can gift wrap items too, you will be given this option on the Check Out page.

Do you offer a gift wrapping service?
We do offer a gift wrapping service. In addition, if you wish to add a message to accompany a gift, you can do so at the checkout page. Simply scroll down to the section called additional options at the checkout and click on the gift message option. Enter your gift message into the field provided and click the continue button. This message will print out onto the packing slip, which is then packed into the box.

 

Delivery Queries

 

Do you deliver outside mainland UK and Northern Ireland?
Yes, we do deliver to most countries apart from a few exceptions such as Russia. To find out if we ship to your country, add an item to your basket and select your country, the cost of delivery will automatically pop up.

How much do you charge for delivery?
To see the charge for delivery, please add your items to the basket and select the country where you want to have it delivered too

How can I track my order?
You can track your order by visiting the 'My Account' section of our website. If your order has been dispatched please refer to your dispatch email.

I have ordered more than one item. When should I expect to receive them?
Your order will only be dispatched when every item is available therefore the anticipated dispatch time will be that of the item with the longest availability time. The individual availability times of each product are quoted on the each product page when you place your order. If you have ordered an awaiting stock item we will endeavour to contact you with an estimated delivery date. 

What if I’m not in when you deliver?
Our courier will leave a card to let you know that they attempted delivery. You can then contact them to re-arrange delivery.

I still haven’t received my order despite receiving a dispatch email.

In the unlikely event that this occurs please inform us via the Contact Us page.

When will my order arrive?
The amount of time it will take for your Dutch By Design order to arrive depends on where you are in the world and the method of shipping used. For more information, take a look at the estimated delivery times for each option below

Deliveries within the UK: Your order has been sent via Interlink Express or Hermes and it should be delivered within 1-2 days. We know how frustrating it is to wait all day for a delivery, so we make sure you don’t have to: you will receive an email and/or SMS confirming the date of your delivery and a 1-hour time slot of when the driver expects to arrive at your address. If this time isn’t convenient for you, you can easily change it by contacting the courier using the information in the message.

Deliveries within the European Union: Deliveries within the EU will be sent via DPD or Royal Mail. If your order was shipped via DPD you will receive your items in 2-5 days – please make sure there is someone at home to sign for your delivery. Orders shipped via Royal Mail can take 2-10 days to arrive depending on which part of Europe you reside in.

Deliveries to the rest of the world: Deliveries to the USA, Australia and the rest of the world will be sent by FEDEX, DHL or Royal Mail. If your order was sent via FEDEX or DHL, you should receive your items within 2-5 days. Royal Mail orders will arrive within 5-21 days, depending on the country you reside in.

( See note below re: deliveries during Christmas and festive seasons potentially taking longer than usual.)

If your items do not arrive, please notify us via the Contact Us page. Please allow 5 days in the UK and 10 days for overseas deliveries for your order to arrive before contacting us.

Are there any situations when delivery might take longer than stated on the website?
During Christmas and festive seasons, deliveries can take a little longer, so please allow more time for your order to arrive.

Can you deliver to an address that is different to my billing address?
Yes. When you get to the checkout you are able to input a different delivery address.


Payment Queries
 

What is 3D Secure?
3-D Secure was developed by Visa and Mastercard to improve the security of Internet payments. A transaction using Verified by Visa/SecureCode will initiate a redirect to the website of the card-issuing bank to authorise the transaction. You will then be required to enter your online password for the transaction to go though. If you haven't registered with Verified by Visa/SecureCode your card-issuing bank will ask you to register when you are redirected. Once registered you will not have to go through this process again and you will use the same password every time you purchase on a website with 3D Secure.

How do I redeem an online promotion code?
When you get to the checkout page, enter the promotional code into the field provided. Once you have done this, click continue, you will notice that the discount has now been applied to the order total.

Can I get a VAT invoice for my order?
You already have one. For your convenience, the dispatch email you receive can be used as a VAT invoice/receipt since it contains all the relevant information.

How long will it take to receive a refund from returned products?
Our goal is to process all returns within 1-2 weeks. Once your return has been processed we will issue the refund if applicable. Depending on your bank, the refund could take up to 10 days to show in your account.

How do you ensure the security of my details?

All sensitive information such as credit card details, name and address is encrypted. This means that information passed between your computer and our website cannot be read even in the event it is intercepted by someone else. All card payments are processed safely and securely on SagePay’s servers, your card details are never stored on our website or kept in our records. PCI Security Standards Council has the prime purpose of ensuring that customers’ data is as safe as possible when they purchase products online. For more information please see the PCI Security Standards Council Website.


Return Queries


How do I return an item/order if I change my mind?
If you wish to return an item, you need to send it back to our warehouse (*certain restrictions apply). Please view our refunds and returns policy for full details including on how to return your purchase including our warehouse address for returns.

What do I do if my order arrives damaged/faulty?
In the unlikely event that your order arrives damaged/faulty, please notify us via the Contact Us page immediately. If possible, please attach a photograph of the damaged item with the form you submit. We will then arrange for collection of the goods and organise a replacement item/part to be sent out to you at the earliest opportunity.


Technical Queries
 

What are cookies? Why must I enable them in my Browser?
Cookies are small pieces of data that are stored on your computer when you visit websites. Generally Cookies contain information that improves your experience of the website, such as preferences. We use Cookies to make our checkout process as simple as possible. Unless Cookies are enabled on your computer you will have difficulties ordering at www.dutchbydesign.com

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