FAQ about Shipping, Delivery and Returns

SHIPPING, DELIVERY AND RETURNS

No matter where you live in the EU: we treat every order with the same care

Delivery time & shipping costs per country

	Delivery time after shipping<	Shipping costs (€)
		< € 75	€ 75 - €150	> € 150
NL	1-2 working days	7.95	0	0
BE	1-2 working days	8.95	0	0
THE	2-4 working days	9.95	0	0
AT	3-5 working days	12.95	4.95	0
CZ	3-5 working days	13.95	5.95	0
FR / LU	3-5 working days	14.95	6.95	0
IT / PS / ES	4-7 working days	15.95	8.95	3.95
DK / FI / SK	4-7 working days	19.95	14.95	5.95
EE / LT / LV / PL	4-7 working days	21.95	16.95	7.95
NO / SE / GR	4-7 working days	22.95	17.95	8.95

When do we ship your order?

If you order on weekdays (Monday to Friday) before 3:00 PM, we will ship your order the same day.

During holidays, delivery may take longer due to high demand. For your own peace of mind: order on time.

When will my order be delivered?

As soon as your order has been shipped, you will receive an email with a track & trace code. You can easily track the delivery with this.

How do we prevent damaged shipments?

We ship a lot of glassware and regularly receive compliments about our careful packaging.
That’s why:

• we consciously choose a reliable (slightly more expensive) carrier
• we pack extra carefully
• we use sturdy, high-quality shipping boxes

If something is unexpectedly wrong, please contact us — we will resolve it.

How much time do I have to return a product?

You have the right to cancel your order up to 14 days after receipt without giving any reason.
After cancellation, you then have another 14 days to return the product.

Conditions:

• unused
• undamaged
• in original packaging
• with price and information tags intact

Exceptions: Personalized products and food products are excluded from return.
Examples:

• engraved glasses, serving boards or gift boxes
• food products (i.v.m. food safety)

These products cannot be canceled or returned.

What are the costs for returning?

To keep our product prices as competitive as possible, we offer a Return & Exchange Service.
The costs per country can be found in the table below:

	Return & Exchange Service (€)
NL	7.95
BE	8.95
DE	9.95
AT	12.95
CZ	13.95
FR / LU	14.95
IT / PS / ES	15.95
DK / FI / SK	19.95
EE / LT / LV / PL	21.95
NO / SE GR	22.95

We are happy to take care of the return label for you. The costs will be deducted from the refund, so you do not have to advance anything.

Example 1:
You order a product for €35 and pay €7.95 shipping costs (total €42.95).

• Do you use our return service (NL: €7.95)?
  → You will receive €35 back
• Are you arranging and paying for the return yourself?
  → You will receive €42.95 back

Example 2:
You order a product for €120 and pay no shipping costs (total €120).

• Do you use our return service (NL: €7.95)?
  → You will receive €112.05 back
• Are you arranging and paying for the return yourself?
  → You will receive €120 back

How can I use the return or exchange service?

Send us a message via info@moodcompany.nl with the products you wish to cancel or return.
You will receive a return label from us via email (please note: this may end up in spam).

• print the label
• stick it on the package
• ship within 14 days

Practical, clear, and simple.


Why is returning not free?

Free returns do not actually exist.The costs for this have so far been included in our product prices, which meant that customers who did not return anything were indirectly paying for others.   We did not find that fair.

Therefore, we keep our product prices as competitive as possible and only charge return costs when you actually make use of it. However, we are happy to make it easy for you: with our Return & Exchange Service, we arrange the return label for you, without you having to pay anything upfront.

Uncollected or unsuccessfully delivered shipments

When an order cannot be delivered after possibly several delivery attempts, or when a package is not collected (in time) at a pickup point and is therefore returned to Mood Company, we consider this as a return shipment.

In that case, the following conditions apply:

• The original shipping costs are the responsibility of the customer

• The return costs of the carrier (costs incurred to receive the package back) are also the responsibility of the customer

• These costs will be deducted from the amount to be refunded

Of course, we make an exception in the following cases:

• the return shipment is demonstrably the result of a mistake by the delivery service, or

• there is a mistake on our part

In those cases, we will resolve this generously and customer-friendly.

Why this policy?

We ship our orders with care and pay both shipping and return costs to the carrier for each shipment. When a package is not picked up or delivered due to circumstances beyond our control, we incur these costs without the product being used. To keep our product prices fair and competitive, we cannot absorb these costs in such cases.

 

When will I receive my refund?

As soon as we have received your return in good order, we will refund the purchase amount (minus any return costs).

• Legally: within 14 days
• In practice: within 1–2 working days