Orders placed before on a working day will be dispatched the same day. Orders paid via PayPal will only be sent to the verified address connected to the accountholder. Orders placed in the weekend will be sent out on the first following working day: Monday. We ship our orders via PostNL and if applicable, shipping costs will be calculated by delivery address and shown in the order process. After an order leaves Irene Heldens, PostNL will be responsible for the accurate and timely delivery of your parcel. You will receive an e-mail with a track and trace code.
Should there be an issue with a delivery, please contact firstname.lastname@example.org (and include your order number) for help in resolving the issue.
Irene Heldens can not be held responsible for any additional import charges payable on delivery of your order.
If you wish to return your order, or an item in your order, it needs to be returned to us within 14 days of delivery of that order. Subject to availability of stock, we can exchange items that are returned to us within these 14 days. If you would like an exchange, or a refund, please advise us when returning your order, or an item in your order. Please note that all extra shipping costs incurred in the return of your order, or an item in your order are payable by you. Returns within this 14-day time period are only accepted if the goods are in the same condition as they were sent in, e.g.: have not been worn, in original condition, original tags still attached, in their original packaging and shipped in a packaging box. Of course you are able to try on the items, however we advise to do so inside and on a soft surface to make sure items to be returned are in the right condition.
Items viewed as faulty within fair wear and tear terms can be returned to us outside the 14-day time window. Upon receipt of the faulty item we will inspect the item thoroughly and review if the fair wear and tear terms are applicable. If this is not the case we can not accept the item as faulty and the item will be returned to you. Items deemed as faulty are subject to repair, replacement or a partial or full refund. Dependent on the nature of the fault a decision will be made on the solution offered to you.
Returns received outside the legal time window will not be accepted. If this is the case, you will be required to arrange and pay for the return of the item to you.
Due to hygienic reasons we do not accept returns on the following items, unless they are delivered and returned in their sealed packaging:
- Ear jewellery
- Cosmetic products