Frequently Asked Questions
Where are you based?
We are based in The Netherlands and we ship our products directly from here.
How can I contact you?
You may contact us through the contact form on the Contact page, or by sending us an email: info@handmadebyellie.shop.
We will respond as quickly as possible but at least within 2 working days.
✨ VALENTINE'S DAY FAQ ✨
What is the order deadline to get my gift in time for Valentine's Day?
To make sure you can gift your purchase to your loved ones, please make sure to order on time.
If you are in the Benelux (Belgium, Netherlands, Luxembourg) or Germany, please order before February 12th.
If you are in another countries in EU Zone 1 (Austria, Denmark, France, Italy, Monaco, Poland, Portugal, Spain, Sweden, United Kingdom), please order before February 5th.
If you are in EU Zone 2 (Croatia, Czechia, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Norway, Slovakia, Slovenia, Switzerland), please order before February 3rd.
We always make sure to choose the quickest carrier for your country, this can be either your local carrier, DHL or DPD.
Please do note that we cannot give any guarantees on the shipping times as we are also dependent on the carriers we are partnered with.
Orders
How do I modify or cancel my order?
Once you have ordered, we try to create and ship your items as soon as possible. Therefore it is imperative that you notify us about any changes or cancellations within 1 hour of your purchase. You may do this through the contact page or e-mail: info@handmadebyellie.shop.
We cannot guarantee that the modifications or cancellations can still be processed, if you notify us any later than this. However you may still contact in case we have not started processing your order yet.
Which payment methods do you accept?
You can pay through iDEAL or a creditcard (AMEX, MasterCard, Visa). We are also partnered with Klarna to provide you after-purchase payment.
How will my order be packaged?
Your order will be packaged in a cardboard box. The size depends on the set of your choice. Inside the box I use shredded paper/cardboard as filling and protection.
If you have selected the gift-wrapping option, we will wrap it in paper gift-wrap.
Your order will then be packaged in a polyurethane bag to ensure that the box won't be damaged during transport. After all, most of our products are meant as a gift and it would be a shame if they arrived damaged.
Can my item(s) be gift-wrapped?
Currently we offer a Christmas gift-wrapping service for Gift Sets and Mugs. If a product is eligible, you will see a tickbox above the Add to cart button for this. Please make sure to select this before adding a product to your cart. We do ask a small surcharge for this service, which is mentioned and automatically added in your cart.
Shipping
How long does it take to process my order?
After receiving your order we will make sure to fulfill it as quickly as possible. Our goal is always to ship out your order at least within 1 to 3 working days.
This is counted from the moment of ordering and includes all steps from processing your personalization wishes into the designs, to shipping the order to you.
When will I receive my order?
After having shipped out your order, it depends on the carrier and country of destination when you will receive your order. See below overview for an indication.
The Netherlands, Belgium, Luxembourg, Germany: 1 to 3 working days
Rest of EU Zone 1 (Austria, Denmark, France, Italy, Monaco, Poland, Portugal, Spain, Sweden, United Kingdom): 4 to 7 working days
EU Zone 2 (Croatia, Czechia, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Norway, Slovakia, Slovenia, Switzerland): 5 to 8 working days
Do you ship worldwide?
At the moment we do not ship worldwide. We only ship to most European countries. This is to make sure that our customers enjoy a pleasant shipping experience with a quicker delivery time.
What are the shipping rates and where do you ship to?
We ship to most European countries. The shipping rates are divided into the below 3 zones:
The Netherlands, Belgium, Luxembourg, Germany: 5.95 euro
EU Zone 1 (Austria, Denmark, France, Italy, Monaco, Poland, Portugal, Spain, Sweden, United Kingdom): 9.95 euro
EU Zone 2 (Croatia, Czechia, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Norway, Slovakia, Slovenia, Switzerland): 19.95 euro
Will I be charged with customs fees or import duties?
In some countries (mainly non-EU countries such as Switzerland) it is possible that you will be charged customs fees or import duties when your order arrives in your country. We are not responsible for this and therefore would like to ask you to handle this transaction.
We will however take care of the customs declaration when shipping out your order within Europe.
Returns
What is your return/exchange policy?
Every item or set that has at least one personalized component such as a printed name, cannot be returned or exchanged unless the item is defective.
To notify us about an issue or to request a return, please contact us through the contact page or directly via email at info@handmadebyellie.shop to discuss possible solutions.
I have a complaint, what process do I follow?
Customer satisfaction is our top priority. We strive to ensure that all of our products meet your expectations.
Therefore if you have a complaint, please do not hesitate to contact us through the contact page or directly via email: info@handmadebyellie.shop.
We will respond as soon as possible but at least within 2 working days.
General Product Safety Regulation (GPSR)
What is the GPSR?
The General Product Safety Regulation (GPSR) is a new key instrument in the EU product safety legal framework, replacing from 13 December 2024 the current General Product Safety Directive and the Food Imitating Product Directive . It modernises the EU general product safety framework and address the new challenges posed to product safety by the digitalisation of our economies.
The GPSR requires that all consumer products on the EU markets are safe and it establishes specific obligations for businesses to ensure it.
It applies to non-food products and to all sales channels. The GPSR provides a safety net for products or risks not regulated in other EU legislation. This safety net function means that EU consumers are always protected against dangerous products, be it now or in the future.
Information about our products
In our product descriptions you can already find product information as well as care instructions. We are working hard to expand this with information such as safety hazards and having processes in place to report safety issues.
In the meantime, please contact us if you have any concerns about product safety or if you want to report safety issues of your purchases.
Still need help?
If the FAQ above did not answer your questions, please contact us directly via email or through the contact page.