Frequently Asked Questions

A Daan & Daan account makes it faster and easier to place an order. Your address details will be filled in automatically and all your orders can easily be found in one place.

Click ‘My account’ in the top right of our website. In order to register, all fields with a star need to be filled in.

We can delete your account whenever you want. Send us an email at orders@daan-daan.nl and we will delete your account.

A few issues could occur: Did you get the notification ‘Payment failed’ after you went through the payment procedure? There are a few solutions: delete your cookies and cache data, use a different browser, or use a different payment method. If this doesn’t solve the problem, please contact us. If you have used a credit card that wasn't linked to your shipping address, the order will be cancelled automatically for fraud prevention purposes. Depending on your payment method, you will receive the purchase amount within 1 to 5 days. If the purchase amount has been deducted from your bank account and the order failed, then please contact us as soon as possible, so we can start processing your order. Please send us a screenshot of the payment and we will send you the product.

Your invoice is always included in the order confirmation email. You can also find the invoice in your Daan & Daan account. If you can’t find the invoice, don't hesitate to contact us so we can send a new copy to you.

Within the European Union the price you see includes VAT, and no additional import duties are added on delivery. The shipping charge that applies to your order is shown during checkout before you complete it. For deliveries outside the European Union, customs duties, import taxes or other local charges may apply.

Once your return has been received and inspected, we process your refund within the period required by applicable law. We always refund to the same payment method you used to place the order. After we have processed the refund, it may take several working days before the amount appears in your account, depending on your bank or payment provider.

VAT is Value Added Tax, which are the taxes paid on top of the value from the sale of products or services. Both customers inside and outside the EU pay VAT on their purchases. If you purchase from within the EU, the VAT is included in the price of our products. If you purchase from another country, you will have to pay this in the form of import duties.

Please get in touch with us as soon as possible and we will try our best to assist.

Everybody makes mistakes! When you accidentally filled in the wrong address, please contact us as soon as possible. We will try our best to solve this issue for you. Please note that the delivery of your package may be delayed.

Right after you've placed an order, you will receive a confirmation email. Your order will be processed as soon as possible. Once your order is ready to be shipped, you will receive an additional email with the tracking information. You can use this information to track the shipment of your order until it is delivered.

We’re sorry to hear that your parcel hasn’t been delivered yet, but don’t worry! Always check the tracking link you've received via email. It might be possible that the estimated delivery time has changed, or that you accidentally filled in the wrong address. Is the delivery address correct and is the estimated delivery time unchanged? Then please check your email to see if you received a note from your shipping company. The package may have been delivered to your neighbors’ or your delivery window may have been rescheduled. In case there is an issue with the delivery of your order, or your parcel has not been delivered, please get in touch with us via phone or mail. We will look into the whereabouts of your parcel to ensure a quick delivery.

Our estimated delivery times are:

• Netherlands and Belgium: 1 to 3 working days when ordered before 9:00 PM on a working day.
• Europe Zone 1: 5 to 9 working days when ordered before 2:00 PM on a working day.
• Europe Zone 2: 7 to 10 working days.
• All other countries: 9 to 12 working days.

Delivery times are estimates. Occasionally, delivery may take longer due to circumstances outside our control, such as carrier delays, public holidays or customs procedures.

We ship to customers worldwide, but we are unable to deliver to PO boxes.

Our shipping costs are:

• Netherlands: €6.95 per order, free on orders over €50.
• Europe Zone 1 (Belgium, France, Germany, Luxembourg): €13.00 per order, €6.50 on orders over €50.
• Europe Zone 2: €18.50 per order, €9.25 on orders over €50.
• Outside Europe: €25.55 per order, €12.25 on orders over €75.

Europe Zone 2 covers Åland Islands, Albania, Andorra, Armenia, Austria, Belarus, Bosnia and Herzegovina, Bouvet Island, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, Georgia, Gibraltar, Greece, Greenland, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Kosovo, Latvia, Liechtenstein, Lithuania, Macedonia, Moldova, Monaco, Montenegro, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland and Turkey.

The applicable shipping charge is shown during checkout before you complete your order.

Orders delivered within the European Union are not subject to additional import duties. For deliveries outside the European Union, customs duties, import taxes or other local charges may apply. These charges are determined by the authorities in the destination country and are the responsibility of the customer. They are paid directly to the carrier or local customs authority and are not collected by Daan & Daan.

We will ship your order in a polybag or in a box, depending on the size and number of items that are in your order.