FAQ

Frequently Asked Questions / FAQ

1. Order

1.1 I haven't received a confirmation email

Our system automatically sends a confirmation email. If you haven't received it, something may have gone wrong with your order. Before we investigate, please check your spam mailbox first. The email might have ended up there (this happens especially with Gmail accounts). If not, please send an email to info@hartendief.com.

1.2 Can I customize a product bundle?

No, unfortunately, that's not possible. The bundles we offer on the site are carefully curated. We have based them on the most popular combinations we see in our orders. Discount codes sometimes appear on our social media channels.

1.3 How many star stickers do I actually need?

One sheet of star stickers is enough to cover a wall nicely. If you want to use multiple colors of stars together, have an extremely large wall, or love an overkill of stars, you will need multiple sheets.

1.4 What is the best way to apply a wallpaper circle?

The application instructions are included:

2. Payment

2.1 My payment failed, what should I do now?

Send an email to info@hartendief.com stating that the payment was unsuccessful.
We can create a new payment link for you, allowing you to choose from various payment options.

2.2 I have paid, but I am still receiving a payment reminder from you?

Then your order was probably placed twice. Please send us an email with the order number for which you received the reminder. We will then cancel it in our system and you will no longer receive any new payment reminders.

2.3 I have paid but my order has not yet been shipped?

Bank transfers from abroad can take several days to reach us. If in doubt, please contact us so we can investigate whether something went wrong with the payment, or if it simply needs more time. Contacting your bank about the payment's progress is always useful.

3. Shipping

3.1 Do you also deliver to...?

We deliver internationally to almost all countries. You can check if your country is on the list by looking in the shopping cart. There you will find a field at the bottom where you can enter the country/postcode. The countries we currently deliver to are listed there.

3.2 Which shipping option should I add?

As a consumer, you choose the option 'delivered at home or work' or 'pick up at a parcel point'. The Dropshipping option is exclusively for use by our retailers.

3.3 Is my delivery inclusive of customs fees?

No, your order includes shipping costs and excludes local surcharges, VAT, and any customs fees. International shipments outside the EU should account for additional costs for VAT and any customs fees. These vary by country and are not determined by us.

3.4 What is the delivery time for your product?

All items in our webshop are generally available from stock. After receipt of payment, the order is confirmed and we deliver your package to PostNL within 1-3 business days. We strive for the shortest possible delivery time.

3.5 Where can I find a track & trace code?

You will automatically receive an email with a track & trace link as soon as your package has been submitted to the post office. Email not received or deleted?
Please contact us so we can investigate its status.

3.6 My package has not yet arrived...

International shipments are subject to additional delivery time due to customs clearance. They are officially allowed up to 30 days to release a package. This can cause significant delays. Unfortunately, we have no influence on this. As long as a package is being processed by customs, it may appear to be stationary. This is because the package has not yet been officially scanned "in to" the country of arrival.
Our experience is that packages can be delayed during Christmas or holidays.