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SERVICE

Frequently Asked Questions for madumadu

In this section you’ll find the answers to frequently asked questions. Do you have a question which is not listed below? Contact us through email: info@madu-madu.com or fill in the contact form.

ORDER AND DELIVERY

 

What is your delivery lead time?

 

Our objective is to deliver any order within 3 days. We do our best to send all received orders on the same day. Orders during weekends are processed on Monday. PostNL does not deliver on Sundays and Mondays.

 

How do you deliver my order?

 

We send our packages by using the transport company Post NL.  

 

Shipping costs within the Netherlands

 

The shipment costs are determined by the weight and size of the package sent.

  • Mailbox post € 3,95;
  • Packages up to a weight of 10kg cost € 4,95.
  • Orders with a total of above € 100,- are shipped for free;

 

Shipping costs Belgium, Germany, France

The shipment costs are determined by the weight and size of the package sent.

  • Mailbox post € 7,50;
  • Packages € 7,50 up to 2kg, € 19,50 for packages of 2-5 kg;
  • Orders with a total of above € 125,- are shipped for free

For shipping costs to other countries, please contact us.

All international shipping costs are fixed and are not subject to quantity discounts or free shipping promotion. Special promotions where free shipping is offered is only valid for addresses in the Netherlands.

Can I order a product by phone or email? 

 

No, that is not possible unfortunately. You may order in our web shop only. Our system is simple and user friendly, but if you have any questions how to order online, you can always contact us through email.

 

I want to order a specific product, however it shows out-of-stock. Can I not order it anymore?

 

That is correct. You may always contact one of the stores where we sell our products , they might have some remaining stock.

 

Do I always receive an order confirmation when I submit an order?

 

Yes, when you order in our webshop you will always receive a confirmation at the email address you entered during the order process.

 

Can my order be packed like a present?

 

Every order is sent with good looking wrapping paper, making it the best gift!

 

I accidentally ordered the wrong product, can I change or cancel this?

 

Please send an email to info@madu-madu.com If you have ordered out of office hours your order is processed the next working day.

CHANGES AND RETURNS

 

How do I return an item?

 

Do you want to change or return an item? Within 14 days after having received your order you can return the goods without problems. In the email confirmation of your order you will find a return form, or you may download it in the section below. Print it out and fill in the required fields. Attach this form to the package, otherwise your return will not be dispatched. When you return your item, please consider the following:

 

  • Make sure you return your item within 14 days after reception of your orde;
  • The items must be returned in its original condition. Also make sure that it is completely packaged so that it can not be damaged during transport.
  • The costs of returning are at your expenses. When an article is exchanged for something else, we will send the exchange order to you free of charge. Please note that items that are being returned that require to pay cash on delivery are not accepted.
  • The returned items are not accepted if they are damaged and/or you have tried to repair any damage.
aan de muur

Address to return your product(s):

 

madumadu

Westvlietweg 144

2495 AG, Den Haag

The Netherlands.

 

After having received your package you will receive an email.  If you are eligible for a refund the amount will be transferred as soon as possible (usually within 3 business days after receipt of the return), but always within 7 days.

 

I received the wrong product. What’s next?

 

That’s annoying, but obviously we will solve it for you. Please contact us via info@madu-madu.com or use the contact form and mention that it is a wrong order. We will contact you.

 

Download Return Form

Payments   madumadu accepts the following payment methods:

 

  • PayPal
  • iDeal

 

madumadu works with Sisow, an independent Payment Service Provider, an intermediary between e-commerce stores, consumers and banks. This to ensure that all payments are executed in a secure environment. For more information see www.sisow.nl