FAQ

SHIPPING & DELIVERY
1. Can I pick up my delivery?

Unfortunately this is not possible. We are working with an automated warehouse so the option to pick up your delivery is not possible. Due to the COVID-19 (Corona) virus, it is not possible to select a pick-up point in your neighborhood to collect your order. Sorry for the inconvenience.

What are the shipping costs?
We would like to refer you to our overview in the Shipping and Delivery page for more exact information.

1. Do you also deliver during weekends?

For our orders within The Netherlands it is possible to get your order delivered on Saturday. Be aware that this is a goal and that it is not always possible to guarantee this. Orders placed in the weekends will be processed the first Monday after and you will receive the package the latest on Tuesday. For our orders outside The Netherlands, it depends per carrier if they are able to deliver in the weekends.

1. What is the estimated delivery time?

The estimated delivery time depends on the shipping country. Once your order has shipped, you will receive a shipping confirmation with a tracking number.

We would like to refer you to our overview in the Shipping and Delivery page for more exact information.

1. My order is delayed


We do our best to ship your order within the given estimated delivery time. However, small mistakes can happen and several factors may cause a small delay. No worries, our support team will assist you when needed. You can reach us by phone, email or chat.

1. My package is missing

If this happens, please let us know as soon as possible via email, phone or chat! The standard procedure will contain a research with the carrier to see where your package is. This can take about 8 business days. We kindly ask you to check up on your neighbours in the meantime.

RETURNS
2. What is your return policy?

If you would like to return your order, the buyer is responsible for the costs. We advise to send your return parcel with a track & trace code. It is possible to return your order, only if the article is in the same state as received. Think about the tags that still need to be attached.

Please use the return label enclosed with your order. You can drop off the package to any near Post service point.

For orders outside The Netherlands, please return your package with an insured shipment and hold on to the tracking code. This will be your proof when your return order is lost. If you don’t have this tracking information, Creenstone cannot be claimed responsible for lost packages.

Return address:
Creenstone returns
Tokyostraat 7
1175RB Lijnden
The Netherlands

2. Have you received my return shipment?

We expect to process your return shipment within 5 business days of arrival in our warehouse. Once we have received your return shipment, you will be notified via email. Within 5 business days you will receive your money back. Please be ware that we are only able to refund the same way as paid.

2. I need a new return form

If you need a new return form, please contact our customer service department.

2. Can I exchange my order?

Unfortunately this is not possible. Are you doubting about your size? We suggest to place an order with several sizes. If you need a different size, please place a new order via our website for the correct size.

ORDERS
3. What payment options are available?

At Creenstone there are currently 7 payment options: iDEAL, PayPal, Visa, MasterCard, Bancontact/Mister Cash, American Express and Klarna (pay afterwards).

Our transactions are carried out by Mollie. You will be able to see this name on your account.

3. I entered the wrong address with my order

If you are lucky, your package is not yet in the mail and we can change the address at our carrier. We will do our best to help you but if the package has already been shipped we probably won't be able to do anything.

3. Can I still change my order?

After your order has been placed, it will immediately be forwarded to our warehouse. Our employees will then immediately start working on this. Unfortunately, your order can no longer be changed. If you contact customer service quickly, it may be still possible to cancel the order.

3. I haven't received a confirmation email yet

Unfortunately, we cannot always prevent e-mails from us ending up in the spam box. Always check first if the mail you are missing is in there. If not, you can always contact us by mail or phone. For payments via Klarna, Paypal, iDeal or credit card, the confirmation email will be sent immediately. If this is not the case, please contact our customer service.

PRODUCT INFORMATION
4. I have received a damage or faulty product

Our apologies! Please get in touch with our support department within 24 hours after receiving your order via [email protected]. Please send us some pictures of the issue and your order number. We will do our best to send a replacement if we have it in stock. Either way, we will find a suitable solution.

4. I am missing a product in my order

We advise to get in touch with our support team via email, phone or chat! We understand that this is very inconvenient and we will do the best we can to ship the missing article if we have it in stock.

4. I received the wrong product

This is of course very inconvenient. Please get in touch with our support team via email, phone or chat and we will do our best to ship the right product, if we still have it in stock.

4. The product is different from the website

We do our best do display all our products in their true colors. However sometimes this can be slightly different. Have doubts? Please get in touch with us via email, phone or chat and we will do our best to provide the best advice.

My account:
5. I forgot my password, what now?

Click on the "forgot password" link in the login screen. Enter your email address here. You will receive an email with instructions and a link to reset the password. Enter a new password of your choice and confirm your new password. After doing this, you will see a notification at the top of your account page stating that the password has been successfully changed.

5. How can I unsubscribe from the newsletter?

This is possible by clicking on the 'unsubscribe' link at the bottom of the newsletter. This will open a form in which you can indicate your communication preference.

5. Is it possible to make a manual transfer through my bank?

Unfortunately, it is not possible to make manual transfers by bank.

5. How long will it take until my money is refunded?

Your purchase amount will be refunded within 7 working days after receipt of your return.

5. Do I need to set up an account to order something online?

No, you don’t need an account to order at our online store. You can checkout as guest or register as customer.

5. I have added the wrong shipping address, how do I change it?

Please contact our customer service team as soon as possible to change your shipping address. The shipping address can only be changed before the order has been shipped.

5. How do I cancel my order?

Unfortunately it is not possible to cancel your order or item after you placed your order online. However, you can return you order at any time within 14 days and you will get a full refund.

5. Will you restock sold out items?

There are a few 'never out of stock' items which we will restock.

Normally we do not restock any sold items from previous collections. However it is possible a sold out size of an item will be back online.

Please use our ‘notify when in stock’ feature to get notified.

5. I have a promotional code but it does not work, what now?

Make sure you retype the code exactly. It is better to cut and paste it. Also pay attention to capital letters, numbers and hyphens. If it does not work, please contact customer service

5. Can I place an order by phone?

Unfortunately it is not possible to order by telephone on the Creenstone webshop.

COVID-19
6. What precautions are taken for the delivery of my package?

Our partners have taken various precautions regarding the delivery of your package. The deliverers know what to do to stay healthy and work as hygienically as possible. A distance of 1.5 meters is maintained during delivery and physical contact is avoided