FAQ

General information

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.

Where can I find the 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.

How does Goosecraft use my email 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]

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 (invoice costs are 1% of the total order value)
  • SEPA direct debit
  • Mastercard
  • Creditcard
  • Visa
  • American Express (invoice costs are 1,5% of the total order value)
    • Belgium:
    • Sofort Überweisung
    • Klarna (invoice costs are 1% of the total order value)
    • Mastercard
    • Creditcard
    • Visa
    • American Express (invoice costs are 1,5% of the total order value)
      • Germany:
      • SEPA direct debit
      • Giropay
      • Sofort Überweisung
      • Klarna (invoice costs are 1% of the total order value)
      • Mastercard
      • Creditcard
      • Visa
      • American Express (invoice costs are 1,5% of the total order value)
        • France:
        • Cartes Bancaires
        • Klarna (invoice costs are 1% of the total order value)
        • Mastercard
        • Visa
        • American Express (invoice costs are 1,5% of the total order value)
          • Other European countries:
          • Mastercard
          • Creditcard
          • Visa
          • American Express (invoice costs are 1,5% of the total order value)
          • For the processing of all payments Goosecraft uses the services provided by Ayden, 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 Adyen.

            About Adyen

            Adyen is fully PCI DSS 3.2 compliant as a Level 1 Service Provider, which is the key security standard within the payments industry. Adyen is fully supervised by the Dutch Central bank as a payment institution and complies with all the requirements of the European Commission’s Payment Service Directive (PSD, 2007/64/EC). Read more about Adyen right here.

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.

Shipment & returns

What are the shipping costs?

All delivery costs can be found at the checkout. The costs differ per country.
The Netherlands and Belgium have free shipping.
For a delivery to Germany we charge 6,95.
For a delivery to Luxembourg we charge 9,95.
For a delivery to France we charge 10,99.
For a delivery to Denmark, Great Britain, Ireland, Italy, Portugal, Sweden, Spain we charge 17,95.
For a delivery to Poland we charge 24,95.

When will my order be shipped?

After you placed your order and the payment has been processed by Adyen, Goosecraft will receive confirmation of payment and we will process your order. This usually takes a maximum of 1-5 working days, depending on your location.

When will my order be delivered?

    We strive for the following delivery times:
  • The Netherlands: delivery within 1-5 working days by DPD.
  • Belgium: delivery within 1-5 working days by DPD.
  • Other European countries: delivery within 2-7 workdays with DPD.

*Please note: we do not ship to Switzerland, Norway or countries outside the EU at this moment.

How will my package be delivered?

DPD

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.

How long do I have to return my items?

Items can be returned within 14 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.