FAQs

Here's a list of the most frequently asked questions on our store!

Collection

My product looks different than in the picture. How is this possible?

Many of our products are made by hand and can therefore sometimes differ slightly from the images on the website. We do everything we can to photograph and describe our products as well as possible, so read the descriptions carefully.

What do I do if I'm in love with an item that's out of stock?

Being in love is always good. Let us know which product it is, maybe the product will be back in our range.

Shipping

What are the delivery options?

All packages are shipped with PostNL and/or their international partners. They deliver from Monday to Saturday, with the exception of public holidays. For the time being, we only deliver in the Netherlands. Do you still have a special foreign delivery request? Please contact us.

What are the shipping costs?

NL: Free shipping for all orders over € 50,-

Standard package costs are € 6.95 via Post NL.

A letterbox package costs € 4.00

BE: Free shipping for all orders over € 65,-

Standard package costs are € 9.00 via PostNL or an international partner

A letterbox package to Belgium costs € 6.00

I have a different delivery address than my billing address, what do I do?

You can specify a different delivery address during the ordering process.

What is the delivery time of my order?

We do our best to deliver the order as soon as possible. If you place an order before 12:00 on working days, we will ship it the same day. In the Netherlands: if everything goes well, you will receive your order the next day. Please note that deliveries during holidays may take longer and we are not responsible for delays in shipping or delivery due to uncontrollable events.

How can I track the status of my order?

We send all packages with a track & trace code, except for lightweight letterbox packages. Once your package has been shipped, you will receive an email with the delivery information where you will also find your track & trace code. Here you can see the status of your order step by step. You also have the option to track the order in your account. To do this, go to 'my account' in the main menu and then click on 'order history'.

I would like to pick up my package, is this possible?

That's no problem at all! During the checkout process you can choose pick-up. If you have chosen this, you can pick up your package in our candle department store. We are in the Jordaan in Amsterdam. Oude Looiersstraat 65-67, 1016 VH, Amsterdam, The Netherlands.

Return

I have received a defective item, what do I do?

When you receive a defective product, we would like to receive a photo including order number and description of the defect to support@amstercandles.com. We will look for a suitable solution and give you more information about how you can return your product to us. Everything to make you happy again.

I have missing/wrong item(s) in my order, what should I do?

Despite the good control that is carried out in our warehouse, it can of course happen that an order is not correct. If this is the case, please send an email with your order number and a clear description of what is wrong with the order to support@amstercandles.com and we'll make sure it's resolved quickly.

What should I do if I did not receive my package on time according to the delivery schedule?

We do our best to ship orders as quickly as possible. Should it nevertheless happen that you have not received your order within the set period, please first check the track & trace link that you have received in your confirmation email; here you will find more information about the status of the order. If you can't fix this, please contact us at support@amstercandles.com. We will try to find out as soon as possible and notify you. Please note that deliveries during public holidays may take longer. We are not responsible for delays s in shipping or delivery due to uncontrollable events.

Can I return items from different orders together in one package?

You can safely return multiple orders in one package. Make sure you add both the packing slips and the return forms of the different orders in the package, so that it is clear which product belongs to which order.

When will I receive my money back?

When we have received your return, we will first check whether it meets the conditions. If the whole is in good order, you will receive a return confirmation by e-mail and we will proceed to refund the purchase amount via the payment method used at the time of purchase. A typical refund takes up to 10 business days, which is 10 business days that you return and we process, with up to 5 business days before it is processed through the banking system. How long this takes depends on the payment method.

Will the delivery costs be refunded if I return?

No, the costs for sending your return package are for your own account.

Gift

I would like to surprise someone with a AmsterCandles gift including a personal message. How do I do this?

During the ordering process you can place a comment with the message you want on the card and choose the packing service for 1 euro. We wrap your order as a nice gift and add the card with your message.

I have received a promotional code, how can I use it?

You can add the code during the last step of the ordering process. If you have received a promo code for a regular order, you can enter it in the 'discount' field when placing your order.

My Account

Can I find invoices for my orders somewhere?

The invoices of the deliveries can be found in your own account. Go to 'My Account' and then to 'Invoices'. Here are the invoices of all deliveries you have received. You can also download the invoices on your own computer.

Remaining

How does AmsterCandles contribute to sustainability?

We find 're-use, reduce & recycle' extremely important. With the candles themselves, that's a bit tricky, but the jar and or bootles holding the candle are antique, vintage or sustainably produced.

We are not there yet, because we still have plenty to improve on. We also want to reuse our packaging. Of course we provide a beautiful box in which we ship our candles and candlesticks, but do not be surprised if it is sent in a reused box.