Customer serviceand complaints
We recommend that you first make your complaints known to us by mail or call. If this does not lead to a solution, it is possible to register your dispute for mediation via WebwinkelKeur Foundation. From15 February 2016 It is also possible for consumers in the EU to report complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr . If your complaint is not yet being processed elsewhere, you are free to file your complaint via the European Union platform.
You can also contact us through us Contact Form.
With your complaint, clearly state your details such as order number, product in question and the date of the order.
We will do our best to answer your complaint as soon as possible.
Ordering at Facemasks.nl is 100% safe and reliable.
Ordering is easy in 4 steps:
- Place products in your shopping basket
- Shopping basket
- Order Details
1. PLACING PRODUCTS IN YOUR SHOPPING BASKET
If you have found a product to your liking, click on the “ADD TO CART” button
2. SHOPPING BASKET
When you have added your chosen product to your shopping basket, click on the “STORE BASKET” button at the top right.
- Check if the correct item has been added to your shopping cart. You can optionally change the numbers and / or remove items from your shopping basket here.
- If you are in possession of a discount code, enter it and click on “ADD DISCOUNT Voucher”.
- When you have finished shopping, click on “” CONTINUE TO CHECKOUT ”to continue.
3. ORDERING DATA
Step 1 – Billing Information
Enter your personal details here such as address, email and telephone number
Step 2 – Shipping address (optional)
If the delivery address differs from the billing address, you can enter it here.
Step 3 – Shipping Method
Here you select the shipping method, if you order more than 2 chains within the Netherlands you will have the opportunity to use our Free shipping.
Step 4 – Payment method
Select the desired payment method. It is possible to pay with iDeal, Paypal, Credit card or via Direct bank transfer.
Step 5 – Check your order
Before you proceed with paying for your order, check whether all the information entered is correct.
Are all details correct? Then click on the “PLACE ORDER” button
You will now be redirected to our secure payment environment. Our payments are handled by Mollie and are 100% safe and reliable. Depending on your payment method you follow the steps on the screen. Then you automatically return to our webshop when the payment is made.
We will always send you an Email with the details of your order.
We accept the following payment methods:
- Internet banking via iDEAL
- Bank Transfer
- Credit Cards
- Bancontact / Mister Cash
Facemasks.nl uses Mollie (www.mollie.nl) as payment partner. Mollie is a 100% secure and reliable payment platform. By using Mollie we can easily offer various payment methods.
Orders via Bank Transfer
Orders that are placed via Bank Transfer will be sent as soon as the payment has been verified with our payment provider (Mollie).
Shipping costs for shipments to the Netherlands and Belgium: € 1.95.
Free shipping from € 25
Orders are sent via letterbox post. This means there is no Track & amp; Trace available.
Orders placed on weekdays before 5:00 pm are shipped the same day. PostNL delivers letterbox post within the Netherlands from Tuesday to Saturday, usually within 24 hours.
Shipments to Belgium take on average 2-4 business days.
You have the right to cancel your order up to 14 days after receipt without giving a reason. After cancellation you have another 14 days to return your product. You will then be credited with the full order amount including shipping. Only the costs for return from your home to the web store are for your own account. If you make use of your right of withdrawal, the product with all supplied accessories and – if reasonably possible – in the original condition and packaging will be returned to the entrepreneur. To exercise this right, you can use this return form . We will then refund the order amount due within 14 days after registering your return, provided the product has already been received in good order.
Returning articles is only possible under the following conditions:
- The trial period of 14 days after receipt of the item (s) has not yet expired
- Item (s) is / are undamaged and in original packaging
- Item (s) is / are unused. Due to hygiene, we cannot take back facemasks if they have been used.
If we have delivered the wrong item to you, you are entitled to a free return shipment, please contact us.
Address where you can send the return shipment.
Roode Wildemanweg 1
1521 PZ Wormerveer
Do not forget to state your order number and your details when you return a product.
After we receive your return package
When your return shipment has arrived and has been assessed, you will immediately receive a confirmation e-mail.
After receiving the product we will assess whether you are eligible for a refund. We always try to complete a refund within 7 days.
We will wait to refund until we have received the product in good order or you have demonstrated that you have returned the product.
The reimbursement is made using the same payment method that you used to pay.
If the products are not in new condition we will contact you about the handling thereof.
If you receive a defective product or if your product becomes defective within 30 days, we will send you a new product free of charge. If you have specific questions, you can always contact our customer service.