Shipping & Returns

SHIPPING WITHIN THE NETHERLANDS

We use PostNL and DPD for all deliveries within the Netherlands.
Orders placed after 4pm on Thursday will be dispatched on Friday for delivery on the following Monday.
Orders placed after 4pm on Friday will be dispatched on the following Monday for next working day delivery on Tuesday.
Next day delivery is not guaranteed during promotional periods.
All orders placed before 4.00pm (CET) on a working day will be delivered next working day.
Dutch customers enjoy free return shipping.

INTERNATIONAL SHIPPING

Here at Concrete Matter we ship worldwide using PostNL, DHL and DPD.
We work with fixed shipping rates that are different per country.
The vast majority of our shipments to EU countries is delivered within 2-5 working days.
Deliveries to the rest of the world take 3-10 working days.
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
The customer takes full liability for all postal charges, return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes.
Please note - we cannot undervalue orders, or mark them as a gift.

INTERNATIONAL SHIPPING OUTSIDE EU ABOVE €150

Here at Concrete Matter we ship outside the EU for orders above €150 via our partner Onlinetaxfree.com
We work with fixed shipping rates that are different per country.
Deliveries outside the EU take 3-10 working days and the shipment will be delivered to your door by UPS.
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
The customer takes full liability for all postal charges, return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes.
Please note - we cannot undervalue orders, or mark them as a gift.
As Onlinetaxfree.com handles the export, you are eligible for a VAT Refund upon receiving your package!

HOW IT WORKS

In the checkout, select 'Onlinetaxfree.com | UPS' as the preferred shipping option. After you have completed your order, you will be able to enter your bank account number and SWIFT number of the account in which you prefer to receive the refund. This page also shows the refund amount you will receive. After the return period has expired, Onlinetaxfree.com will transfer this amount to the bank account you provided.

Onlinetaxfree.com may contact you via email if a problem arises with the information you've provided, so please keep an eye on your (spam)inbox for this reason.

If you have any questions, please send an email to customerservice@onlinetaxfree.com

GENERAL SHIPPING INFORMATION

We take the utmost care to make sure your order is immaculately packed and presented to insure that all orders will arrive safely and timely.
Once an order has been dispatched the buyer will receive an email with a link that enables him or her to track and trace the order.
Concrete Matter will not accept any responsibility for late deliveries due to circumstances outside of our control. We will try to inform you of any unexpected delay.
We recycle boxes for shipping to reduce the amount of cardboard we use.

SHIPPING RATES AND DELIVERY TIMES

Destination	Estimated Delivery Time	Letterbox Rate (trackable)	Package Rate (trackable)	Free From
Netherlands	Next Working Day	€4	€5	€50
Europe 1*	3–6 Days	€11	€15	€150
Europe 2*	3–7 Days	€11	€20	€150
Europe 3	3–10 Days	€11	€22,50	€150
Rest of The World	5–10 Days	€16	€30	€200

* Flat Rate Letterbox (not trackable): Please note this shipping method is not insured and not trackable. We do not recommend choosing this option. If a package gets 'lost' we cannot offer a refund. Choose this option is at your own risk.

Europe 1: Belgium, Denmark (excl. Faeröer Islands and Greenland), Germany, France (incl. Corsica and Monaco), Italy (excl. San Marino and Vatican city), Luxembourg, Austria, Spain (incl. Balearic Islands, excl. Canary Islands), and Sweden

Europe 2: Bulgaria, Estonia, Finland, Hungary, Ireland, Croatia, Latvia, Lithuania, Poland, Portugal (incl. Azores and Madeira), Romenia, Slovenia, Slovakia, Czech Republic, United Kingdom (excl. Gibraltar and Channel Islands)

Europe 3: Albania, Andorra, Bosnia and Herzegovina, Canary Islands, Cyprus, Faeröer Islands, Gibraltar, Greece, Greenland, Iceland, Channel Islands, Liechtenstein, Macedonia, Malta, Moldavia, Montenegro, Norway, Ukraine, San Marino, Servia, Turkey, Vatican city, White Russia, Switzerland

RETURNS

OUR WEB STORE RETURNS POLICY

If you are unhappy with your goods, which we obviously regret, we will happily issue a replacement or refund assuming they are returned within 30 days of receipt of your order in original and resalable condition.

OUR GENERAL STORE RETURNS POLICY

If a product is bought in our brick and mortar store returns will be accepted within 30 days of receipt for shop credit or exchange

RETURN POLICY FOR NON-EU COUNTRIES ABOVE €150

For returns outside the EU, we work together with our partner Onlinetaxfree.com. To start a return, you can contact us at info@concrete-matter.com. We will inform Onlinetaxfree.com about the return. Onlinetaxfree.com will send you the return label. Next, follow these steps:

Print out the return label you received from Onlinetaxfree.com and attach it to the package.
Print out the commercial invoices you received from Onlinetaxfree.com in your mailbox.
Include one copy of the commercial invoice in your package.
Paste the second copy of the Commercial Invoice on your package. Include one copy of the commercial invoice in your package with the packing slip.
Paste the second copy of the Commercial Invoice on your package next to your shipping label.
Drop off your package at a UPS point.

If you have any questions regarding this non-EU return process. Please contact the following email address: customerservice@onlinetaxfree.com

RETURNS TERMS AND GUIDELINES

If you live in The Netherlands you can drop your return at our store at Gasthuismolensteeg 12, 1016 AN, Amsterdam or Warmoesstraat 24, 2011 HP, Haarlem or send it back with using this easy link. Via this link you can select your order and create a return label for free if you are returning from The Netherlands.
Returning an item in The Netherlands is free of charge and info on the returning process can be found in this link.
The refund will only be applicable for the returned goods and not the shipping costs made by us.
All returned items must be unused, complete with original tags and/or packaging if applicable.
We are not responsible for the return shipping costs of the items. when shipped outside of The Netherlands.
All Items must be in original, resalable condition.
If you are shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please make sure all returned items are well packaged, so as not to be damaged in the post. We cannot take responsibility for items damaged or lost in the return transit.
If returned an item from outside The Netherlands, please clearly mark the package 'RETURNED GOODS', to avoid any customs charges. Concrete Matter is NOT responsible for any return custom charges made.

RETURN SHIPPING ADDRESS:

Concrete Matter
Gasthuismolensteeg 12
1016 AN, AMSTERDAM
The Netherlands