FAQ

Orders

How can I track my order?

As soon as your package has been picked up at our warehouse, you will receive the tracking information via an automatically generated e-mail by DHL.

how do I place an order?

Please login to your account or create a new account. (step 1) Find the products you would like to order and click the 'order' button. The items will appear in your shopping basket. (step 2) Click on 'Go to checkout’ to place your order. Fill in or choose the address where you would like your order to be sent.(step3) Next, you can choose the delivery option and agree with the general terms of trade. (step 4) Lastly, choose a payment method and complete the payment. (step 5) You will now receive your order confirmation.

My payment has failed, what do I do?

It could appear that a hick-up appears in the process of your payment. We recommend that you check your bank statements to see if the amount has been debited from your account. If this is the case, please send us a screenshot at hello@van-verre.com, and we will take it from there, making sure your order is on its way as soon as possible.

I have not receive an order confirmation, what do I do?

The e-mail should arrive between 5-10 minutes. If the conformation has not appeared -not even in your spam- please send us an email at hello@van-verre.com and make sure to mention your order number.

What can I expect after placing an order?

Orders placed today will be shipped the next business day. For an estimation of shipping time, please check your track and trace data. You will receive this data after your order has left our warehouse.

Peak times may affect the above timeline.

Can I still make changes to /cancel my order, after it has been placed?

No. Once you have placed your order, it is automatically forwarded to our warehouse. They will start processing it, shipping the items you have selected as soon as possible. lf you would like to return your order, kindly go to our returns page, register and return the item(s) within 14 working days.

What are the payment options?

You can pay via IDEAL, credit card and Bancontact.

Products

How do I find a specific item?

You can use the search icon at the right top of the homepage to quickly find the items you are looking for. Would you like to find items based on colour, material or collection? Use the filters which you can find when you go to ‘products’ and pick the last option in the menu; ‘show all products’. Select the filter(s) of choice on the left side of the page. It is also possible to range items, ascending and descending in price and product code.

Do the products/colours I see on the website match reality?

The images are an indication. We have taken great care of taking pictures that show you the details and aesthetics of our hand-made items. Slight differences may occur between items of the same origin, as every piece is unique and crafted by hand.

Why are some items 'out of stock'?

We make an effort to ensure that all products are in stock. However, it may occur that some items will be temporarily out of stock. Hands cannot work faster when quantities increase. If you like to be notified when your favourite item has returned to our warehouse, then choose the option ‘keep me informed’ next to the item of choice, and fill in your email address. You will receive a notification as soon as the item has returned.

Where do I find VAN VERRE products?

Most items of our collections are available in this webshop. If you prefer holding our items in your hands, go to the ‘where to buy’ button. This map will show you where to find the retailer that carries VAN VERRE products and is located closest to you. By selecting the retailer, their contact details will be shown.

Can I borrow products for photography/production?

Yes. Nice to hear you would like to showcase our items! We would be happy to receive your request at hello@van-verre.com

Delivery

Do you ship to my country?

VAN VERRE ships worldwide!

We ship from The Netherlands to all countries within the EU. Outside the EU? No problem! When placing an order, kindly choose the option ‘quotation’ as payment option. Our Client Relations department will send you a quotation via email as soon as possible. After order confirmation, please check your track and trace data for an estimation of shipping time.

For wholesale orders, we also ship worldwide. Would you like to become a reseller? Please fill in the registration form here.

How can I track my order?

As soon as your package has been picked up at our warehouse, you will receive the tracking information via an automatically generated e-mail by DHL.

Can I choose fast delivery?

No, there is no option for a faster delivery.

How do you calculate the shipping costs?

Shipping costs are based on the volume and distance your order needs to travel to arrive at the destination of choice. This is a set rate per country/volume, kindly see our terms of trade for more information.

I have not received my order, what should I do?

First, check the package tracking in the email you have received via DHL, which was sent to you after your order had left the warehouse. When this does not clarify the matter, kindly reach out to us as soon as possible.

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