Customer Service

Our Customer Service team is always ready to answer your questions by email at ecommerce@sticksandstones.nl or by phone +31 (0) 20 617 52 32 (during office hours 10:00 - 17:00 CET).

For example, we can assist you with:

  • Placing an order
  • Detailed product information
  • Questions about your order
  • Exchange and return queries

 

Below you will find frequently asked questions. Is your question not listed? Please contact our customer service.

Frequently Asked Questions (FAQ)

Shipment

What are the shipment costs to my country?

Sticks and Stones ships to many countries throughout the world. Please see our country list on the Shipping Information page for a complete overview. All shipment costs per country are listed on this page. Is your country not listed? Please contact us for additional information and to inquire if we can ship to your location. Shipments to the Netherlands, Belgium and Germany are free.

I've placed an order. When will my order be delivered?

We try to send out an order the same day or within one working day. If for any reason we can't ship your order right away, we will inform you per e-mail. Please see our Shipping Information page for expected delivery lead times per country. After we've send your order, you will get an automated e-mail with a tracking code. With this tracking code you will be able to follow your shipment.

Returns

What is your return policy?

We want you to love what you order. If you're not satisfied with your purchase, return the item(s) for an exchange or for refunding your original payment. All returns must be made within 14 days of receiving your order. Please contact us for return details and to report your return. The item(s) should be returned undamaged and with the original tag(s) and original packaging. All items will be checked upon receipt. When a damaged item is returned, the purchase price may be charged.

Payment

Which payment methods do you accept?

We accept payments with Visa, MasterCard, Maestro, PayPal, iDeal, Belfius Direct Net, Bancontact/MisterCash, Sofort banking and Bitcoin. Your online payment will be securely handled by our Payment Service Provider MOLLIE.

MOLLIE (www.mollie.com) is a certified and PCI-DSS level 1 compliant Payment Service Provider that has several safeguards in place like SSL encryption and follow strict rules relating to the safety of transaction traffic to ensure a secure payment transaction.

Care Instructions

Please see our Care Instructions page.