Shipping

This page explains in plain words how an order from DecantGems is shipped. The binding conditions, including the current rates and the countries, are in the shipping policy; the exact shipping cost for your address is always shown at checkout before you pay.

Samples by letterbox post in the Netherlands

An order that contains only samples is small and light. In the Netherlands it is sent as letterbox post: it fits through the letterbox, so nobody has to be at home to receive it. At checkout this option is shown for sample-only orders with a Dutch address. If an order also contains something that does not fit through a letterbox, it goes as a parcel.

Parcels

All other orders, and every order outside the Netherlands, are sent as a parcel with track and trace. Once your order has been dispatched you receive an e-mail with the tracking code and a link to the carrier's website. The carriers and delivery options available for your country are shown at checkout together with the price.

Countries we ship to

We ship to the Netherlands and to these countries of the European Union: Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden. Shipping costs differ per country and per delivery option; the shipping policy lists the rates.

Processing and delivery

Processing time (from payment to dispatch) and transit time (from dispatch to delivery) are two different things, and the total is the sum of both. The indicative times per region are stated in the shipping policy; they are not guarantees, because transit depends on the carrier. Orders placed at weekends or on public holidays are processed on the next working day.

Packing

Each vial is closed and labelled before it is packed, and packed so that it cannot move or knock against another vial in transit. If a sample arrives damaged or leaking all the same, take a photo of the packaging and the vial and send it to info@decantgems.eu within 48 hours. We put it right.

Change of address

We can change the delivery address as long as the order has not been dispatched. Contact us as soon as possible by e-mail or by WhatsApp message to +31 6 39 33 84 42 (chat only). Once the order is on its way the address can no longer be changed.

Returns

Samples cannot be returned or exchanged, opened or unopened: they are decants that we fill by hand for your order. If an order arrives damaged, incomplete or with the wrong sample, contact us within 48 hours and we replace it or refund you. Your statutory rights in the event of a defective product are not affected. The refund policy has the details.