Frequently Asked Questions
Shipping & collection
When will my order be delivered?
We ship orders every business day, and the delivery time depends on where you live:
| Netherlands | 1-2 business days |
| Belgium | 1-2 business days |
| Germany | 2-3 business days |
| France | 2-3 business days |
| Spain | 5-8 business days |
| Europe | 8-12 business days |
Once your order has been shipped, you will receive an email with a Track & Trace code to track your package.
What does shipping cost?
The shipping costs depend on the total amount of your order and the country you live in.
| Country | Shipping Costs |
|---|---|
| Netherlands | € 6.95 / Free for orders over € 50.00 |
| Belgium | € 9.95 / Free for orders over € 50.00 |
| Germany | € 9.95 / Free for orders over € 50.00 |
| France | € 12.95 / Free for orders over € 75.00 |
| Spain | € 12.95 / Free for orders over € 75.00 |
| Europe | € 12.95 / Free for orders over € 75.00 |
From what purchase amount will my order be shipped free of charge?
We offer free shipping for orders above a certain amount, which varies by country:
| Country | Free Shipping From |
|---|---|
| Netherlands | € 50.00 |
| Belgium | € 50.00 |
| Germany | € 50.00 |
| France | € 75.00 |
| Spain | € 75.00 |
| Europe | € 75.00 |
Is it possible to collect my order for free?
Absolutely! We think it’s great—you get to meet us in person, and we get to see the faces of our customers. Orders can be picked up by appointment in Voorschoten.
Would you like to pick up your order? Simply select the pickup option during checkout.
Which carriers do you send the packages with?
Returns
Can I return my order?
Returns are possible under the following conditions:
- The product is undamaged and unused.
- Original tags and packaging are attached and undamaged.
- The product must be returned within 14 days of purchase.
- If your return does not meet the above requirements, the amount will not be refunded (in full).
You can register your return via the following link: return portal.
The return costs vary by country and will be charged when creating a return label:
| Country | Return costs |
| Netherlands | € 6.95 |
| Belgium | € 9.95 |
| Germany | € 9.95 |
| France | € 12.95 |
| Spain | € 12.95 |
| Europe | € 12.95 |
Are returns free?
The return shipping costs are at your own expense. When creating a return label in our portal, the following return costs will apply:
| Country | Return Costs |
| Netherlands | € 6.95 |
| Belgium | € 9.95 |
| Germany | € 9.95 |
| France | € 12.95 |
| Spain | € 12.95 |
| Europe | € 12.95 |
How do I get a return label?
You can register your return (within 14 days of receiving your order) via the following link: return portal.
When will you refund my return?
As soon as we have received and processed your return, you will receive an email.
After processing, the refund will be transferred to your account within 2 to 3 business days.
We will refund the amount to the bank account or credit card number used for the payment.
Payments and refunds
With which payment methods can I pay?
At Nance@Home, you can pay with:
- iDeal (Netherlands)
- PayPal
- Bancontact (Belgium)
- Sofort (Germany)
- Mastercard, Visa & Maestro
- Google Pay
- Apple Pay
Is payment safe with you?
Yes! All payments made to Nance@Home are processed through the secure and encrypted payment platform Shopify Payments.
Payment details cannot be tracked, intercepted, or used by third parties. Additionally, this information is not stored in our own systems.
How soon can I expect my refund?
As soon as we have received and processed your return, you will receive an email.
After processing, the refund will be transferred to your account within 2 to 3 business days.
We will refund the amount to the bank account or credit card number used for the payment.