Frequently asked questions
Do I need to set up an account to order something online?
If you want to place an order, a Daan & Daan account is not neccessarry. You can check out as a guest, checkout fast with a Paypal account or register as a customer.
What are the advantages of having an account at Daan & Daan?
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.
How do I create an account?
Click ‘My account’ in the top right of our website. In order to register, all fields with a star need to be filled in.
How can I delete my account?
We can delete your account whenever you want. Send us an email at email@example.com and we’ll delete your account.
What are the available payment methods?
You can pay for your order with the following options: Klarna PayPal iDeal Bank contant/Mister Cash Visa Creditcard Mastercard Creditcard Sofort Banking
My payment has failed, what should I do?
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 ordered 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.
Where can I find my invoices?
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.
Will there be any additional costs to my order?
Orders within the European Union are shipped DDP (Delivery Duty Paid) and will not be subject to any additional charges. Countries outside the European Union are shipped DDU and additional charges may be added by your local customs. These fees are paid to the local carrier and customs and are not collected by Daan & Daan
How will my order be refunded in the case of a return or faulty item?
If you returned your order and requested for a ‘money refund’ we will refund you as soon as possible within the 14 days of receiving your return. We always refund the amount to the bank account/credit card you used to place the order.
What is VAT?
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.
Orders & Delivery
I didn’t receive an order confirmation. Why not?
It can take up to two hours after you have placed your order for you to receive the confirmation email. Please also check your spam inbox. If the payment has been processed and you haven’t received a confirmation email after two hours, please get in touch with us via phone or mail.
I’ve just placed an order, is it still possible to modify or cancel my order?
Please get in touch with us as soon as possible and we will try our best to assist.
I made a mistake with my shipping address. What can I do?
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.
What is the current status of my order?
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.
I am expecting a parcel, but it has not been delivered. What happened?
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.
What is the delivery time of my order?
Deliveries within the Netherlands and Belgium: All orders placed before 9 pm on working days, will be delivered within the next 1 to 3 working days. Deliveries within Europe Zone 1: All orders placed before 2 pm on working days, will be delivered within the next 5 to 9 working days. Deliveries within Europe Zone 2: From 7 to 10 working days Deliveries in all other countries: From 9 to 12 working days Where do you deliver? We deliver worldwide. However, we do not ship to post office boxes
What are the shipping costs?
At Daan & Daan we offer the following shipping costs: Netherlands € 6,95 (Free over €50) Europe Zone 1 € 13,00 (6,50 over €50) Europe Zone 2 € 18,50 (9,25 over €50) Outside Europe € 25,55 (12,25over €75) Europe Zone 1: Belgium, France, Germany, Luxembourg Europe Zone 2: Aland 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, Republic of Monaco, Montenegro, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey.
Do I have to pay customs or import duties?
If you place an order outside the EU or the United States, customs charges may apply. For orders placed in countries inside the EU, there are no customs charges.
How will my order be shipped?
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.
What is your returns policy?
Our returns policy allows you to return products unused within 14 days of receiving them. You can open the parcel and check the contents. Once we've received your returned item(s), we will refund the purchase amount as soon as possible. Returns will only be accepted when items are unused, unwashed, with all original labels of our brands attached and in the original packaging. For hygiene reasons, we don’t accept returned socks if the packaging has been opened.
How can I return an order?
You have 14 days to return your order after receiving it. Get in touch with us and we will provide you with an RMA number. Orders must be returned unused and in the original packaging still attached. Furthermore, items have to be unwashed and with all labels still attached. Return costs are not covered by Daan & Daan. Please ship the order to the below address and mention the RMA number you have got from our customer service: Daan & Daan International BV Att. Returns Nr…. Spaarneweg 12E 2142 EN Cruquius The Netherlands After shipping your return, you should receive a receipt with a tracking code so you can track the shipment. Please hold onto this receipt as it is your proof of shipment. To ensure the arrival of your return, we strongly recommend sending the parcel by registered mail. If the return is not shipped using registered mail, Daan & Daan cannot be held liable for missing items. Once we have received your return, we will do our best to process it quickly. Please keep in mind holiday periods might require extra processing time.
My Purchased item is damaged, what should I do?
We’re sorry that the item that you purchased is damaged. You can contact us via phone or mail, and we will provide you with a solution as soon as possible. Please do not send damaged items back to us without contacting us first. You will need an authorization code to ship back a damaged product. My return arrived at your warehouse more than 14 days ago, but I did not receive any update. What should I do? We are very sorry that you have not yet received any updates concerning your return. Could you please get in touch with us? Please keep your order number and tracking code ready, so we can help you quickly.
When can I expect my refund?
We will refund your return as soon as possible and at the latest within 14 days of receiving your return. We always refund your money to the bank account, credit card or PayPal account that was used to place the order.
What are the costs to return an item?
The costs of a return differ based on the shipping company and country that you ship it from. Please check with your local post office for current pricing. We strongly recommend you that every item is returned using registered mail. If the return is not shipped using registered mail, we cannot be held liable for missing items. Also, hold on to the tracking code of your return until your return is processed. Please note that return shipments are at your own expense.
Did you receive my return?
Once we have received your shipment, we will process the return as soon as possible. It takes a maximum of 5 working days to start processing your return. Once it is processed in our warehouse, we will start the refund process. We will send you an update once your order is received and refunded.
Is it possible to exchange items?
We are happy to offer an exchange or refund when the product is defect, we will offer exchange for unworn items returned in their original condition and packaging. Please be aware that all responsible return costs are applicable by the customer. Exchanges will only be given on items returned within 14 days of receipt of the order. In addition, we don’t accept returned socks if the packaging has been opened
How can I contact your Customer Service?
Your customer service team is still available to assist you with your orders during this time. You can fill in our contact form (link to our contact form) or send an e-mail to Info@robin-ruth.com. To reach us via phone, call +31(0)23-5285901 available Monday to Friday, 10:00 to 17:00 CEST.