Delivery within the Netherlands

We usually deliver via PostNL or DPD. PostNL usually delivers within 1-3 business days. Within Europe, delivery time is 3-6 business days, and outside Europe, 6+ business days. However, delays may occur due to our busy parcel delivery services. Therefore, it may take a little longer, depending on the order period. If you are placing an order from a country other than the Netherlands, please check customs and import duties, local taxes, permits, and product restrictions. Additional costs charged by the destination country are the responsibility of the recipient.

Returns

You can always return your order within 14 days. Legally, this means you are canceling our agreement. We have created a handy returns form for this purpose. You can download it here. If you cancel the agreement, simply return your order within 14 days. You will pay the shipping costs and email us the track & trace code for your letterbox-sized package.

Damaged Products

Unfortunately, we cannot accept returns if you have used or damaged the product, or if your cat has used our product before returning it. Please handle the product with care and ensure it is properly packaged when returning it.

Refunds

Once we have received everything back, we will refund you using the same payment method you used. The refund period is always as soon as possible, but no later than 14 days after receipt of your cancellation notice. However, we may withhold the refund until we have received the products or until you have provided proof that you have sent them back. You are responsible for the cost of returning an order.

All refunds will be made using the payment method you used.

Questions

You can contact us via our maker workplace at: info@madebyheroes.nl