FAQ

Order

Can I change/cancel my order?

Unfortunately it is not possible to change or cancel an order. It is important that you always check your order and personal details before you finalize your order.

My order was not successful, what to do next?

No problem, we will ensure that your order is automatically cancelled. Do you have any doubts? Feel free to reach out to our customer service department by using the contact form!

Pay

What payment options can I use?

• iDeal/Bancontact: With iDeal/Bancontact you directly pay the outstanding amount of your order securely.

• Credit card: If you choose to pay by credit card, first indicate which type of credit or debit card you want to use. Then you enter your credit card number, expiry date, CID/CVC code (often on the back of your card) and possibly an extra password.

• Apple Pay: With Apple Pay you direcly pay the outstanding amount for your order securely with your phone.

• PayPal
• Klarna

 

How do I use my discount code?

You can apply a discount code in the check out at the payment information. Enter the coupon code at "discount code". Then click "apply". You can only use one discount code per order.

Was my payment successful?

Of course it is possible that something could go wrong with your payment. Check your bank statements to see if the amount has been debited. Still in doubt? Please contact our customer service. They can check for you whether the payment has gone through properly.

Are you sure that your payment did not go through correctly? Then your order has not been placed. This means that you have to place your order again and also make a payment again.

 

Delivery

What countries will orders be shipped to?

Orders are shipped within the Netherlands, Belgium and Germany.

When can I expect my order?

Your order will be delivered as soon as possible. We strive to deliver your order within 1 to 2 business days.

What are the shipping costs?

When you place an order above €20,00 within the Netherlands, no shipping costs are charged. For orders below €30,00, a rate of €4,99 in shipping costs will be charged.

When you place an order in Belgium or Germany above €40,00, you pay no shipping costs. For orders below €40,00, a rate of €6,50 in shipping costs will be charged.
 

Can I track my order?

As soon as your package is on its way, you will receive a track & trace code. With this code, you can track your package.

Can I change my address?

Unfortunately, our system cannot make changes to orders once they have been placed. We would therefore like to emphasize that you should always check that you have entered the correct personal details before finalizing your order. Do you still have questions about this? Please contact customer service, stating your order number and address.

My package has not been delivered yet, what to do next?

It is possible that your package has been delayed by the carrier. We, therefore, advise you to first check the track & trace code. It shows the status of the delivery.

Delivery times during holidays & promotions

During holidays and promotions, the delivery services and JANZEN are often busier than normal. We always do everything possible to process your package as soon as possible. Please take into account that your order can arrive later than you are used to.

 

Return policy

What is the return period?

At JANZEN, you always have the option to return your order within 14 business days from the shipping date. Make sure you return the products in original packaging, unused and undamaged. Keep your return slip until we have processed it.

Can I exchange my items?

Unfortunately, it is not possible to exchange an item. Do you want a different fragrance or article? Then you can place a new order yourself.

Can I make free returns?

This depends on the return method you choose.

• Returns at our brand store in 's-Hertogenbosch: free of charge.

• Returns via DHL / PostNL: parcel from € 5.75

• Or according to the rates of other carriers

How can I return my order via DHL/PostNL?

• Step 1:  Put the items you want to return together with the completed return form back in the box. Make sure you return the products in their original packaging, unused and undamaged.

• Step 2:  Write the return address below on your return shipment.
  JANZEN

  Sprendlingenstraat 36

  5061KN Oisterwijk

• Step 3:  Return the box to a DHL/PostNL location near you.

• Step 4:  Keep the track and trace code you get at checkout when you drop off the package.

  *Without track and trace code, no investigation will be started for missing returns. So please note that proof of shipping with a track & trace code is a requirement to qualify for a refund.

How long will it take for my return to be processed?

Once we have received the article it will take up to 14 days to be processed. When the article has been processed you will receive an email notifying you of the refund.

Once the return has been processed, the purchase amount will be refunded as follows

• iDeal/Bancontact/Apple Pay:  The amount will be in your account within 5 working days.

• MasterCard/Visa:  The amount will be credited to your credit card within 14 working days.

What are the return conditions?

• Returns can only be made within the stipulated return period of 14 days.

• In-store returns are free of charge. All other returns are at your own expense.

• Both the cost and the risk of shipping are for your own account in case of a return.

• We only accept returns if they are returned in original packaging, unused and undamaged. Damaged and/or used items will be refused.

• Unidentifiable returns will be stored at our headquarters for up to 1 month. The customer can report through customer service. After this period, the package will be processed through our own administration and no further correspondence can be entered into.

• Without track & trace code there will be no investigation into missing returns. Please note that proof of shipment with a track & trace code is a requirement to be eligible for a refund.

• Did you pay delivery charges? If you return all items from your order, you will also be refunded the delivery charges.

• Is your order incorrect? We will solve this for you as soon as possible! Please contact service@janzen.com or use our contact form. Please clearly state your name, order number, and the items involved.