Frequently asked questions
Orders
Why did I not receive an order confirmation by e-mail?
If you have placed an order with ThaleiaDesign but have not received an order confirmation email, it is possible that your email address was entered incorrectly. Please contact us using the contact form and we will update your order details so that you can still receive the order confirmation.
What happens if I have provided the wrong address?
If you have provided incorrect information, such as the delivery address, email address or phone number, etc., please contact us as soon as possible, so that we can change the details before your order is dispatched. If the incorrect information affects the delivery of the package in the event that the order has already been shipped before you contacted our customer service, the customer is responsible for any additional costs that may arise.
I can't find the product I'm looking for on the website.
If you can't find a product on our website, please feel free to contact us. We are happy to brainstorm with you and investigate whether we can still obtain the desired item for you or offer a suitable alternative.
You can reach us via the contact form.
Payment Methods
Which payment methods do you support?
We accept payments via iDeal, Apple Pay, Google Pay, Maestro, Mastercard, PayPal & Klarna.
Delivery/shipping
What is the delivery time of my order?
We carefully do our best to deliver your order as soon as possible. Orders placed before 11:00 PM are shipped the next working day. If for any reason we are unable to meet this delivery time, we will naturally inform you as soon as possible.
What are the shipping costs?
The shipping costs for the Netherlands are:
€6.95 for orders under €75,-
Free for orders from €75,-
The shipping costs for Belgium are:
€9.95 for orders under €150,-
Free for orders from €150,-
The shipping costs for Germany are:
€9.95 for orders under €150,-
Free for orders from €150,-
Delivery is handled by PostNL's parcel service. Generally, delivery will take place on the next working day. Unfortunately, we cannot guarantee the exact time of delivery.
Returns
RETURNS
You can return your order or a portion of your order within 14 days of receipt.
After receiving and assessing your return, you will receive the full purchase amount, excluding shipping costs for your order, within 14 days. Please note: return shipping costs are at your own expense. If you have returned part of an order, you will only receive the amount for the returned product. Items must be returned unused, undamaged, and in their original packaging.
Please note: Returns are sent at the customer's own risk. If a package is lost during the return process, we unfortunately cannot process a refund.
Personalized boxes cannot be returned.
If the return does not meet the above return conditions, it will not be accepted. In that case, the costs for re-shipping will be charged.
