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FAQ
Orders
how do I place an order?
Please login to your account or create a new account. (step 1) Find the products you would like to order and click the 'order' button. The items will appear in your shopping basket. (step 2) Click on 'Go to checkout’ to place your order. Fill in or choose the address where you would like your order to be sent. Next, you can choose the delivery option and agree with the general terms of trade. (step 4) Lastly, choose a payment method and complete the payment. (step 5) You will now receive your order confirmation.
My payment has failed, what do I do?
It could appear that a hick-up appears in the process of your payment. We recommend that you check your bank statements to see if the amount has been debited from your account. If this is the case, please send us a screenshot at info@van-verre.com, and we will take it from there, making sure your order is on its way as soon as possible.
I have not receive an order confirmation, what do I do?
The e-mail should arrive between 5-10 minutes. If the conformation has not appeared -not even in your spam- please send us an email at info@van-verre.com and make sure to mention your order number.
What can I expect after placing an order?
We strive to ship your order in 2-3 working days. Orders that have been placed during weekends or on holidays will be processed the following business day. Peak times may affect the above timeline.
Can I still make changes to /cancel my order, after it has been placed?
No. Once you have placed your order, it is automatically forwarded to our warehouse. They will start processing it, shipping the items you have selected as soon as possible. lf you would like to return your order, kindly go to our returns page, register and return the item(s) within 14 working days.
What are the payment options?
You can pay via IDEAL, credit card and Bancontact.
Products
How do I find a specific item?
You can use the search icon at the right top of the homepage to quickly find the items you are looking for. Would you like to find items based on colour, material or collection? Use the filters which you can find when you go to ‘products’ and pick the last option in the menu; ‘show all products’. Select the filter(s) of choice on the left side of the page. It is also possible to range items, ascending and descending in price and product code.
Do the products/colours I see on the website match the reality?
The images are an indication. We have taken great care of taking pictures that show you the details and aesthetics of our hand-made items. Slight differences may occur between items of the same origin, as every piece is unique and crafted by hand.
Why are some items 'out of stock'?
We make an effort to ensure that all products are in stock. However, it may occur that some items will be temporarily out of stock. Hands cannot work faster when quantities increase. If you like to be notified when your favourite item has returned to our warehouse, then choose the option ‘keep me informed’ next to the item of choice, and fill in your email address. You will receive a notification as soon as the item has returned.
Where do I find Van Verre products?
Most items of our collections are available in this webshop. If you prefer holding our items in your hands, go to the ‘where to buy’ button. This map will show you where to find the retailer that carries Van Verre products and is located closest to you. By selecting the retailer, their contact details will be shown.
Can I borrow products for photography/production?
Yes. Nice to hear you would like to showcase our items! We would be happy to receive your request at info@van-verre.com
Delivery
Do you ship to my country?
We ship to all countries within the EU. For wholesale orders, we ship all over the world. Would you like to become a reseller please fill in the registration form here .
How can I track my order?
As soon as your package has been picked up at our warehouse, you will receive the tracking information via an automatically generated e-mail by DHL.
Can I choose fast delivery?
No, there is no option for a faster delivery.
How do you calculate the shipping costs?
Shipping costs are based on the volume and distance your order needs to travel to arrive at the destination of choice. This is a set rate per country/volume, kindly see our terms of trade for more information.
I have not received my order, what should I do?
First, check the package tracking in the email you have received via DHL, which was sent to you after your order had left the warehouse. When this does not clarify the matter, kindly reach out to us as soon as possible.
Returns
I have received a damaged / wrong product; what should I do?
Register your return here within 5 days after receiving the products. We are not able to process your request if the return is registered after these 5 days. We refer to our general terms of trade for more information on this matter.
How do I return products?
Register your return here within 14 days after receiving your order. Products that are not registered before returning them to our warehouse cannot be processed. After registering, enclose the return form and prepare your parcel for shipping. Print your return label and attach it on a visible spot to the box and bring your package to your DHL drop-off point.
Is it possible to exchange a product instead of a refund?
No, this is not possible. You can register and return the item(s) within 5 working days and place a new order.
Wholesale
I would like to become a reseller, how can I register?
You can register your B2B account here . After approval, you will receive a confirmation e-mail and can log in with your details. For more FAQs regarding our wholesale, please log in to your wholesale account.
Contact
How do I contact Van Verre?
We very much like to know how you are doing, so if you have a question, comment or something else that you want to share, let us know! Please fill in the contact form or send an email to info@van-verre.com .
What are your opening hours?
Please find our openinghours and contact details
here .
Do you have a physical shop?
Yes. You can find our flagship store in the city center of Amsterdam. Connection and growing the Van Verre community is at the heart of this special place. It is where you can hear the rich stories behind our artisanal collections and where you can be the first to hold our new found items in your hands.
