FAQ about Shipping, Delivery and Returns
SHIPPING, DELIVERY AND RETURNS
No matter where you live in the EU: we handle every order with the same care
Delivery time & shipping costs per country
Delivery time after shipping |
Shipping costs (€) |
|||
< € 75 |
€ 75 - € 150 |
> € 150 |
||
NL | 1-2 working days | 7.95 | 0 | 0 |
BE | 1-2 working days | 8.95 | 0 | 0 |
DE | 2-4 working days | 9.95 | 0 | 0 |
AT | 3-5 working days | 12.95 | 4.95 | 0 |
CZ | 3-5 working days | 13.95 | 5.95 | 0 |
FR / LU | 3-5 working days | 14.95 | 6.95 | 0 |
IT / PT / ES | 4-7 working days | 15.95 | 8.95 | 3.95 |
DK / FI / SK | 4-7 working days | 19.95 | 14.95 | 5.95 |
EE / LT / LV / PL | 4-7 working days | 21.95 | 16.95 | 7.95 |
NO / SE / GR | 4-7 working days | 22.95 | 17.95 | 8.95 |
When do we ship your order?
If you order on weekdays (Monday to Friday) before 15:00 hours, we will ship your order the same day.
During holidays, delivery may take longer due to high demand. For your own peace of mind: order on time.
When will my order be delivered?
As soon as your order has been shipped, you will receive an email with a track & trace code. You can easily track the delivery with this.
How do we prevent damaged shipments?
We ship a lot of glassware and regularly receive compliments about our careful packaging.
Therefore:
- we consciously choose a reliable (slightly more expensive) carrier
- we pack extra carefully
- we use sturdy, high-quality shipping boxes
If something is unexpectedly wrong, please contact us — we will resolve it.
How much time do I have to return a product?
You have the right to cancel your order up to 14 days after receipt without giving any reason.
After cancellation, you then have another 14 days to return the product.
If the product is damaged or the packaging is more damaged than necessary to try the product, we may charge you for this depreciation of the product. Therefore, handle the product with care and ensure it is well packaged for a return.
Exceptions: Personalized products and food products are excluded from return.
Examples:
- engraved glasses, serving boards or gift boxes
- hygienic products
- food products (for food safety reasons)
These products cannot be canceled or returned.
What are the costs for returning?
To keep our product prices as competitive as possible, we offer a Return & Exchange Service.
The costs per country can be found in the table below:
Return & Exchange Service (€) | |
NL | 7.95 |
BE | 8.95 |
DE | 9.95 |
AT | 12.95 |
CZ | 13.95 |
FR / LU | 14.95 |
IT / PT / ES | 15.95 |
DK / FI / SK | 19.95 |
EE / LT / LV / PL | 21.95 |
NO / SE / GR | 22.95 |
We are happy to take care of the return label for you. The costs will be deducted from the refund, so you do not have to advance.
Example 1:
You order a product for €35 and pay €7,95 shipping costs (total €42,95).
- Are you using our return service (NL: €7,95)?
→ You will receive €35 back - Are you arranging and paying for the return yourself?
→ You will receive €42,95 back
Example 2:
You order a product for €120 and pay no shipping costs (total €120).
- Are you using our return service (NL: €7,95)?
→ You will receive €112,05 back - Are you arranging and paying for the return yourself?
→ You will receive €120 back
Want to exchange a product? Of course you can!
Would you like to exchange a product for a different product, colour or size? We process an exchange as a return plus a new order. This is how it works:
- Order the product you want via our website. It is then reserved for you right away and we will ship it to you as soon as possible.
- Register the return of the product you do not wish to keep via info@moodcompany.nl. Please state both order numbers so we can link them.
- Return the product within 14 days, using our Return & Exchange Service or by yourself.
- We refund the amount for the returned product as soon as we have received it in good condition.
Good to know:
- Our return conditions also apply to an exchange. The product must be undamaged and in its original packaging. Personalised products and food products cannot be exchanged.
- The regular shipping costs apply to the new order (see above).
- You do not need to settle any price difference separately. Once we have received the return, we will take care of the financial settlement.
- Did we deliver the wrong product or a damaged one? Please contact us and we will arrange the exchange free of charge.
How can I make use of the return or exchange service?
Send us a message via info@moodcompany.nl with the products you wish to cancel or return.
You will receive a return label from us via email (please note: this may end up in spam).
- print the label
- stick it on the package
- ship within 14 days
Practical, clear, and simple.
Return it yourself
Of course, you can also return your product yourself. You can send the package to:
Mood Company BV
Attn: Returns
Malachietdreef 49
7828 CM Emmen
The Netherlands
Why is returning not free?
Free returns do not actually exist. The costs were previously included in our product prices, which meant that customers who did not return anything were subsidizing others. We found that unfair.
That is why we keep our product prices as sharp as possible and only charge return costs when you actually make use of it. However, we are happy to make it easy for you: with our Return & Exchange Service, we arrange the return label for you, without you having to pay anything upfront.
Undelivered or unsuccessfully delivered shipments
When an order cannot be delivered after possibly several delivery attempts, or when a package is not (timely) picked up at a pickup point and is therefore returned to Mood Company, we consider this as a return shipment.
In that case, the following conditions apply:
The original shipping costs are the responsibility of the customer
The return costs of the carrier (costs incurred to receive the package back) are also the responsibility of the customer
These costs will be deducted from the amount to be refunded
Of course, we make an exception in the following cases:
the return shipment is demonstrably the result of a mistake by the delivery service, or
there is a mistake on our part
In those cases, we will resolve this generously and customer-friendly of course.
Why this policy?
We ship our orders with care and pay both shipping and return costs to the carrier for each shipment. When a package is not picked up or delivered due to circumstances beyond our control, we incur these costs without the product being used. To keep our product prices fair and competitive, we cannot absorb these costs in such cases.
When will I receive my refund?
You will be credited the full order amount including shipping costs. Only the costs for returning from your home to the online store are at your own expense. We will then refund the due order amount within 14 days after you have registered your return, provided the product has already been received back in good order.