FREQUENTLY ASKED QUESTIONS

In the categories below you will find the frequently asked questions at Goosecraft.

KLEINE-BANNER-FAQ-2

TOP 3 MOST FREQUENTLY QUESTIONS

  • When will my order be delivered?
        • We strive for the following delivery times:

        • The Netherlands: delivery within 1-3 working days by DPD.
        • Belgium: delivery within 1-3 working days by DPD.
        • Other European and world countries: shipping information.

    Please note: Due to the pressure during the sale period the delivery time may deviate from standard regulation.

  • How can I alter/cancel my order?

    We immediately start to process your order as soon as it’s placed. When you have not received a shipment email, it is possible to cancel your order. If so, call us as soon as possible for a cancellation of the order to the number 20-4085315. After the shipment email we are not able to cancel the order anymore. Orders are only cancelled after receiving an cancelling confirmation from us.  Please note you can also  return your order within the 30 days mentioned in our return policy.

    When you have placed an order and have paid for it, it is almost immediately prepared for transport. As soon as the status of your order has changed to ‘shipment is on the way’ you will no longer be able to change the order. For details, please contact our support team at [email protected]

  • How long does the processing of a return take?

    The official processing time of a return at Goosecraft is 14 days. These 14 days start from the day the package is returned or picked up. For faster handling of your return, it is important that you complete the enclosed return form with at least your name and order number (example order number: #12345).

PERSONAL DETAILS

  • Where can I find my guarantee label?

    We have attached a return label to your item, which has to stay attached in case you wish to return and/or exchange the item. We also advise you to keep the packaging slip/customer receipt.

  • Are my personal details secure?

    The Goosecraft online store uses technical and other protective measures (such as password security) to keep your personal details safe against loss or any form of illegitimate use by third parties. For more information about the security of your personal details, go to our privacy policy.

  • How does Goosecraft use my e-mail address?

    Goosecraft will use your name, delivery address and payment information to process your order and to keep you informed about your order status. We like to make shopping with Goosecraft as enjoyable and easy as possible. With your permission, we will register your personal details and order – and services information. This will enable us to personalize our website for you.

    We will use your email address to inform you about any new features on our website and about special offers and discounts. íf you no longer wish to receive these emails, you can unsubscribe at the bottom of our emails.

    When you place your order at Goosecraft, your personal details will be registered by us. You will need to enter a username and password, so you will not have to enter your name, address, phone number, email address, delivery address and payment information with any next order. By creating an account you give us permission to use your personal details for the above mentioned purposes.

    You can send us a written request to delete all your personal details from our system. We can only honor such a request as long as we do not need this information for deliveries.

  • How can I contact the Goosecraft customer services?

    Please use the contact page on this website to raise any questions you may have. Goosecraft will do its utmost to answer all questions as soon as possible. You can also send an email to [email protected]

  • How long is the guarantee valid?

    All items purchased from us come with a one-year warranty. This guarantee means that a product is or must do what the consumer can reasonably expect from it.

ORDERING & DELIVERY

  • How do I order online?

    You can order online at Goosecraft 24 hours per day, 7 days a week, even when you are a new customer. If you want to order an article, please take the following steps:

     

    Step 1: Enter your personal details

    When you find an article you like, you can choose the desired size and colour. If you select the right size and colour, you can click add to bag. Articles in the shopping basket can be amended by sizes or colours right now. When you are satisfied you can proceed your order.

     

    Step 2: Confirm order

    When you click on add to bag you will see a screen with the products/articles of your order. You can adjust the order or if you have a discount code you can enter it on this page.

    In order to process your order we ask you to enter some of your personal details so we know where to deliver the ordered items. Do you already have an account? Simply log in with your email address and password and you don’t need to enter all your details again. You don’t have an account yet? If you are a new customer of Goosecraft, you are asked to make an account. This is a very simple procedure. Please note: You need to be at least 16 years old to order from Goosecraft.com.

     

    Step 3: Payment

    Right now you will see the payment page. If the delivery address is different from the billing address, you can enter the information after selecting: ‘your billing and delivery address are the same’. In the next column the free delivery method is automatically selected within the Netherlands. You can also choose the payment method of your preference and leave any comments if you feel the need. In the right column you will see your basket again. Is the basket still okay and you accept the terms and conditions? You can confirm your order. You can click at order now and go to the payment details of your order.

    If the payment is successfully completed, you will immediately receive a confirmation email. Once your payment is registered with us, the articles will be delivered within 4 working days. We hope you enjoy your article(s).

     

    Please note: You need to be at least 16 years old to order from Goosecraft.com.

  • How do I file a complaint?

    You can contact us by email. You can mail us your complaint to [email protected] You can also reach us by phone on +31 (0)20 40 85 315. After receiving your complaint we will inform you about our complaints procedure.

  • When can I expect my order?
        • We strive for the following delivery times:

        • The Netherlands: delivery within 1-3 working days by DPD.
        • Belgium: delivery within 1-3 working days by DPD.
        • Other European and world countries: shipping information.

    Please note: Due to the pressure during the sale period the delivery time may deviate from standard regulation.

  • How much are the shippingcosts?

    All delivery costs can be found at the checkout. The costs differ per country.
    The Netherlands, Belgium and Germany have free shipping.
    For a delivery to other Europian countries or countries worldwide we refer you to the following page: shipping information.

  • Can I track the status of my order?

    Goosecraft uses DPD for shipments to Belgium and the Netherlands. For more information about DPD’s parcel service we refer you to the DPD website.

    You will receive the track&trace link as soon as it is available. In this way you can keep track of your shipment yourself. Do you see anything unusual? Call us at +31 (0)20 40 85 315 or contact us by email at [email protected] We will let you know the status of your order as soon as possible.

  • What do I have to do when my track & trace link does not work?

    Your package can be followed from the moment the driver has registered his route of the day. The code is (usually) operative after 12 hours after you have received it.

  • What do I have to do when my order is not delivered?

    Your package may have been delayed by the carrier. We therefore advise you to take a good look at the track and trace code first. This code indicates at what time the package will be delivered.

    If the track and trace code indicates something strange, please contact our customer service via [email protected] or +31 (0)20 40 85 315.

  • How will my order be shipped?

    Goosecraft shipments for Belgium and The Netherlands are handled by DPD. For more information about the package services of DPD you can visit the DPD website. After placing your order, you will receive an email with the track&trace details as soon as these are available. If you see anything out of the ordinary, please send an email to [email protected] We will inform you about the order status as quickly as possible.

    Once you have placed the order and it has been processed, Goosecraft will receive a confirmation. We will process your order after this confirmation. This often happens within 1-3 working days.

EXCHANGE & RETURNS

  • How long do I have to return my items?

    Items can be returned within 30 days after delivery. Attached to your order we have added a return form that explains everything. Do you wish to return an item, please make sure the packaging and the article(s) are properly taken care of.

  • How long does the processing of a return take?

    The official processing time of a return at Goosecraft is 14 days. These 14 days start from the day the package is returned or picked up. For faster handling of your return, it is important that you complete the enclosed return form with at least your name and order number (example order number: #12345).

  • Will costs be charged for returning an article?

    Returns are at the buyer’s expense. Goosecraft uses the service of Returnista. The costs are €5.95. You can also choose to return it via another parcel shop.

     

  • How does Returnista works?

    Returnista is a service which pick up your order. Follow the steps to return your items correctly with Returnista.

    1. Put the items you want to return together with the packing slip back in the box. If you do not add a return form, the processing of your return may be delayed.
    2. Go to the website.
    3. Make an appointment.
    4. The pickup service will take a label for you.

    With Returnista you can also make a retourlabel yourself and take the package to a parcel of UPS or DHL point.

    1. Put the items you want to return together with the packing slip back in the box. If you do not add a return form, the processing of your return may be delayed.
    2. Go to the website.
    3. Fill it in.
    4. Print the label.
    5. Go to the parcel.
  • I have selected payment through Klarna. Do I have to pay my invoice in the event of a return shipment?

    No, that is not necessary. A Klarna invoice will be automatically settled with the return shipment. When the entire order is returned, the invoice will automatically be adjusted to €0,-. If only a part of the order has been returned, Klarna will send an adjusted invoice through email.

  • I get a reminder from Klarna, but I returned my order. What do I have to do now?

    It is possible that your return shipment has not yet been fully processed within Klarna’s payment term. In this case, you can postpone the payment term on Klarna’s website by ten working days.

    When you have returned the package, it takes up to 14 business days before we have received and processed your return. Once your return has been processed by us, you will receive a customized Klarna invoice within 24 hours.

  • Is it possible to exchange an article?

    Goosecraft items can be exchanged within 14 days after delivery. When you want to exchange your order we ask you to contact our customer service and inform us which articles you wish to return and receive. You can contact the customer service by email [email protected] or by phone +31 (0)20 240 28 40. We will reserve the article you wish to receive.

    Note: You can only exchange an item for the same item in a different size or item with the same price. If this is not the case, we advise you to place a new order.

    Please follow the next steps when you want to exchange:
    1. Contact the Goosecraft customer service and inform us which articles you wish to return and receive.
    2. You will receive a confirmation email with the exchange instructions.
    3. Send us the package.
    4. When we have received the package we will send the new items. We will inform you about this.

    If you return multiple items, we advise you to do this in one return.

  • Is it possible to return a sale item?

    If purchases do not meet expectations, they may always be returned.

    Please note that it must be returned within 30 days. 

  • Is it possible to return an item through a store or vice versa?

    Items ordered through Goosecraft’s webshop can only be returned via the postal address stated on the return form. It can therefore not be returned at our shop.

SECURE PAYMENT

  • Which payment options are available?

    There are various payment options for every country. Any additional costs are mentioned at every payment method:

      • The Netherlands:

      • iDeal
      • Klarna
      • Mastercard
      • Creditcard
      • Visa
      • American ExpressBelgium:
        • Sofort Überweisung
        • Klarna
        • Mastercard
        • Creditcard
        • Visa
        • American Express
            Germany:

          • SEPA direct debit
          • Giropay
          • Sofort Überweisung
          • Klarna
          • Mastercard
          • Creditcard
          • Visa
          • American Express
              France:

            • Cartes Bancaires
            • Klarna
            • Mastercard
            • Visa
            • American Express
                Other European countries:

              • Mastercard
              • Creditcard
              • Visa
              • American Express

    For the processing of all payments Goosecraft uses the services provided by Mollie, an online payment platform which guarantees a correct and secure transaction of your payment. All your confidential information is exchanged through secure pages and connections. No bank and credit card information is transferred to Goosecraft but only handled in the secure environment of Mollie.

  • Can i receive items without prepayment?

    Yes, you can. You can choose this option during the payment process, please select Klarna as payment option. Klarna is our afterpay option.

  • My discount code doesn't work. What should I do?

    If your discount code does not work, please make sure you have checked the following questions:

    1. Is the discount code still valid?
    2. Is the discount code that I’m using valid on the items in your shopping cart?
    3. Dis you enter the discount code grammatically correct?
    4. Have you entered the discount code in the right place?

    If you’ve checked everything and it still does not work, please contact our customer service at [email protected] or call us at +31 (0)20 40 85 315.